I arrived early to pick up my vehicle. There was someone else waiting ahead of me who wasn't in line he was seated away from the counter (we were at the airport). The representative took the person who was seated and I appreciated that because if I had been waiting I would have wanted to be taken care of first. The representatives were timely and got both of us on our way pretty quickly. I'm a resident of Key West and it's different living in a small area than going to a busy airport so the personal touch makes a difference because locals are repeat customers who need to be recognized for being loyal to a business.
Disappointed with the car and the service. The car wasn't clean - we found leaves, sand and small stones in the front seats. The service was also a bit disappointing. We arrived at 8.03 for an 8.00 pick up and the person responsible was on the phone discussing her annual leave options while we stood listening for over five minutes. Eventually she decided to hang up the phone and give us the keys after she complained that we "have only been waiting for a few minutes - it's no big deal". In such a small and quiet airport like Key West you surely have plenty of time to deal with your personal matters when no customers are around.
We went there tonight to deliver our car before 10.31 pm. They are supposed to be open until 11. We arrived at about ten and there was nobody there. We waited to see if anyone would show up, to no avail. We finally decided to try calling the number of the local office and the phone at the other side of the counter started ringing. Nobody came to pick it up. We tried to knock on the door to the back office. No one answered. We finally had to call Avis’s 800- number, where we talked to Natalie who, after hearing our story, decided to transfer us to customer support. Which was closed... Back to the drawing board and calling the 800-number again. This time we got to another person and got the joy of spending some more time telling our story from the start again. After hearing us out the person finally decided we should just drop the key and the papers in the Avis drop box on the outside. It was now 10.45. At 10.47, as we were waiting outside for a taxi the cleaning staff locked the doors to the hall. Still 13 minutes to go before closing time. Great job Avis. We try harder, to make you feel insignificant...
After over 20 years of renting cars from Avis from the Key West Airport I think I am done! Yesterday I went to pick up my prepaid car after a long day of traveling from NYC which started at 2 AM. I expected the key and contract to be waiting for me as in years past and that it would be a simple transaction. All of my options had already been selected and I have had an account with them all these years. I walked up to the desk and a young man told me that since I was no longer "preferred" that it was not waiting for me and then proceeded to berate, bully and insult me. He said you have to rent 6 cars a year to be "preferred" (which I have NEVER done in my life) and belittled me that I didn't have car insurance (I live in Manhattan and don't own a car) Up until now I have always selected Avis because it was easy and because the folks in Key West Avis were so nice. I will now just get whatever the cheapest deal is (not Avis) I remember they used to have a slogan "We try harder" They don't anymore. I don't need to be "preferred" but do need a polite and simple transaction
We needed to move up the date we picked up our rental and I had accidentally booked the pick up at the wrong location. Nevertheless, the woman who helped us was incredibly friendly and helpful, and we got the rental we needed, no problem!
Avis Car Rental is a US Car Rental based in Key West, Florida. Avis Car Rental is located at 3495 S Roosevelt Blvd, Key West, FL 33040, USA.
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