Business ProfileforAvis

Road side assistance at 12/30/2023 Avis Roadside Assistance confirmed to refund the fee over phone, but customer service broke the promise afterwards. The assistance contains towing service to rescue the car from a sand hole at the road shoulder. It happened on Dec 30, 2023, at ******************** **, ~3 mile south to the **************** junction. It did not involve off road driving, and it was a short tow just to move the car out of the sand. The car functioned normal and we continued the trip afterwards. As there was no cell service in the area, we failed to contact Avis Roadside Assistance. The closest service station contacted the local towing company for us, and we settled the towing fee out of pocket. We contacted Avis roadside assistance after we safely got out of the area, and were advised to send email to customer service to settle fee reimbursement. However, customer service changed their words over phone calls and said they could not honor it instead. 1. We contacted Avis ERS at the first time of the incident but the line was not reachable. We don't see it a safe nor wise action to wait for the line for hours and leave us in danger when it was getting dark. 2. It is written in the roadside assistance terms in the car that we should submit the incident report within 30 days of the incident, when we failed to contact Avis ERS at first and had third party roadside service. I also got this confirmation from Avis ERS and customer service. 3. The words from your agents are contradictory. We contacted Avis ERS for 3 times, and the first the second agents both agreed the refund. The first CS agent also agreed the refund. I cannot see the sincerity to communicate with customers and I have reasons to believe the company's internal management is chaotic and unsystematic.