Truly a terrible experience in both the pick-up and drop-off of the vehicle. The vehicle had been booked weeks in advance and had been set to be picked up at a location that would be open after our flight had landed in Ottawa; the hours on the website and booking site both indicated they would be open upon our arrival. Upon landing we arrived at the Avis location and saw that there was a notice on the door saying that effective immediately their hours had changed. They were closed. The number on the door was for the inside so that was of no use to us. We called Avis (impossible to get through) and they said that our rental is cancelled and that we should have called. All Avis representatives could not comprehend that one cannot call on an airplane saying that we are on our way (flight delayed from 1500-1600 arrival). After numerous phone calls with Avis and call drops (ridiculous wait times leading to call dropping on their end), I spoke with someone the next morning who accused me of not being reliable, and a poor customer. That would be a nice conversation to hear on their recording. He also said that they canceled our reservation and should have shown up… After dealing with that I called the original Avis dealer as they should be open with their new hours (0730), no one would pick up until (0805). The rep said he can see what he can do but that we should have showed up the day previously or called from the air (??). He said he would call us back. He called back and said he could give us a rental. The rental price was not discounted and charged us the extra day. He was also quite accusatory as well. The drop off location no one was on site when we went to drop off the vehicle (1100), so we called the number and he arrived 15 minutes later. When we went to ask for some leniency with pricing because of the issues he said he can’t do anything so just figure it out later. Horrible customer service on all fronts. Would advise to use a different company. Would like to be contacted regarding this issue.
