We were caught in a flash flood at roughly 10:30 pm. 6/19/18. We called Avis Roadside assistance and were told to stay with the vehicle until the tow truck came! The water was rising quickly.
I explained I was with my 10 year old son and we were in a flash flood and they refused to send a car for us.
We were forced to call 911 for help. My son was crying and frightened for our lives. So was I. We left the car and walked through the storm to a nearby hotel around 11:00 pm. We had to carry what we could in the torrential rains in the middle of the night.
We got a room and called Avis again, pleading for a car. They refused until the car was returned. The car was picked up by the police since the tow they dispatched refused to pick up the car because it was too dangerous. (Momento Towing, Corpus Christie TX)
They were supposed to call me at 6 a.m. the next morning as assured to me by Wes. They did not call. I phoned Avis at 8:00 a.m. and they said they do sometimes send cars to the customers but refused me with no valid reason. It seemed arbitrary. I spoke with Claudia and her Manager.
We were told we’d have to take a cab to the airport to sign A paper. I’m sure they could’ve brought the paper with the car if they delivered it to us. The airport was 20 miles away through another storm! I loaded my child and all our belongings into an Uber and went to the airport. When I got to the counter they refused to release the car because the key was at the hotel. We were forced to get another Uber, load our belongings, go back to the hotel, retrieve the key and go all the way back to the airport. It cost over $50 in Uber fairs which Melissa initially refused to reimburse me for.
After we made it back to the counter, they were rude and acted like they were doing me a favor.
They put my son and I in danger and thought nothing of sending us back and forth out into the storm. They cared about the car, not the customers.
I am appalled at the lack of professionalism and empathy.
This is unacceptable.
Product or Service Mentioned: Avis Roadside Assistance.
Reason of review: dangerous policy.