Tirana Avis rental complain (07608690ES5)

Hello, My name is Alejandro Lorenzini, and I'm an Avis President's club member #9HA13K.Over the last years I've been doing my car rentals with you, all of them being nice/excellent overall experiences. This case, the Tirana office (07608690ES5), was the opposite way.Let's start with the car:I got a van that had scratches all over it. My family and I spent more than 15 minutes taking photos of them on our pickup at 1:30AM to make sure I'm not the one to blame in the return.The van’s key was a joke, worn out, dirty, with no buttons.The inside of the car was DISGUSTING, food and used tissues on the back seats pockets, sand/dust everywhere, stains on the roof, windows with (hopefully) food fingerprints on them. It was a complete mess.On the second day of our trip, a pollution message and a wrench light showed up on the dashboard. I suppose it meant maintenance or engine check was required as, when driving, the van lacked power, and it did not feel normal, I drove these types of vans before.The day of the return, I delivered the van to a person in the parking lot. This person asked me for the car license that I've never heard of.My family and I had to wait 20 minutes under the sun, on a 34 degree Celsius midday, for another person that came asking for the same thing, a car license that should be within all the papers.Both of them searched the van for it and couldn't find it. Again, the person that did the paperwork on the pickup day never mentioned anything about a car license.After that, I was told to go to the office.In the office, the manager was waiting for me, his statement was simple, my family and I are the ones who lost the car license.This is absolutely unacceptable, this manager is blaming me and my family, without any evidence, for the loss of a license that was never there.He started claiming that this case happened before with other rentals and the procedure is to charge 3 rental days and a 65€ extra fee to get a new car license.It seems that this is a common issue there and still, there’s no checklist from their side when a car is deliveredWe got into a heated discussion, and he offered to do an investigation to find what could possibly happen to the car license.My family and I NEVER took the car documents from where the delivery guy placed them when I did the pickup. We noticed that this guy took more than 15 minutes inside the car checking the papers, but he NEVER mentioned anything about a car license.My family and I spent all our vacations in a foreign country driving a van without legal papers. Thankfully, we didn't get pulled over by the police at any moment, that would have been a really embarrassing situation.The manager offered compensation if he was able to determine what happened to the car license. Honestly, none of the team members seems reliable, I don't expect them to come back with news about the car license.I will take legal action if even a single euro is charged on my card as, AGAIN, the car license was NOT in the papers when we picked up the van.I expect compensation for the terrible experience my family and I had, wasting our time, blaming us for their incompetence and threatening us to charge us more money.It's the worst experience I ever had on a rental. I will consider other companies if I'm not compensated for this.Attached you’ll find pictures as a proof of everything I’m describing above.I hope you take action on your unprofessional and irresponsible Tirana team.Regards.

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========= Please enter your reply ABOVE this line ========= Estimado cliente, Gracias por ponerse en contacto con el Servicio de atención al cliente de Avis Budget Group. Confirmamos que su consulta ha sido recibida y registrada en nuestro sistema con el número de referencia único A001012B. Nos esforzaremos por resolverlo dentro del plazo acordado y nos pondremos en contacto con usted tan pronto como hayamos recopilado toda la información relacionada. Le agradecemos de antemano su paciencia mientras se investiga su caso. Tenga en cuenta que debido al Reglamento General de Protección de Datos (GDPR), para proteger la información personal de nuestros clientes, solo proporcionaremos información al conductor principal. Si no es el conductor principal, obtenga una autorización por escrito del conductor principal y envíela respondiendo a este correo electrónico. Si desea proporcionarnos información adicional o archivos adjuntos relacionados con su consulta, envíelos en respuesta directa a este correo electrónico. El tamaño máximo de los archivos es de 10 MB y los formatos aceptados son JPEG, GIF, PNG, TIFF, PDF y documentos de Microsoft Office. Debido a los controles de seguridad, los archivos no pueden contener datos PCI (información de la tarjeta de pago), de lo contrario, serán rechazados. Los datos confidenciales, como un número de tarjeta de crédito, se pueden proporcionar por teléfono. Un cordial saludo, El equipo de atención al cliente de ABG -------------------------------------------------- Dear Customer, Thank you for contacting Avis Budget Group Customer Service. We confirm that your query has been received and logged in our system with the unique reference number A001012B. We will endeavour to solve it within our agreed timeframe and will contact you as soon as we have gathered all the related information. We thank you in advance for your patience while your case is under investigation. Please note that due to the General Data Protection Regulation (GDPR), in order to protect the personal information of our customers, we will only be giving out information to the main driver. If you are not the main driver, please obtain written authorisation from the main driver and send it by replying to this email. If you would like to provide us with additional information or attachments relating to your query, please send them in direct response to this email. Maximum size of files is 10 MB and format accepted are JPEG, GIF, PNG, TIFF, PDF and Microsoft Office documents. Due to Security Controls files cannot contain PCI Data (payment card information), otherwise will be rejected. Sensitive data such as a credit card number can be provided by phone. With warm regards, ABG Customer Service Team

Buenas, no he recibido ninguna respuesta sobre mi reclamación.

========= Please enter your reply ABOVE this line ========= Estimado cliente, Gracias por ponerse en contacto con el Servicio de atención al cliente de Avis Budget Group. Confirmamos que su consulta ha sido recibida y registrada en nuestro sistema con el número de referencia único A127042F. Nos esforzaremos por resolverlo dentro del plazo acordado y nos pondremos en contacto con usted tan pronto como hayamos recopilado toda la información relacionada. Le agradecemos de antemano su paciencia mientras se investiga su caso. Tenga en cuenta que debido al Reglamento General de Protección de Datos (GDPR), para proteger la información personal de nuestros clientes, solo proporcionaremos información al conductor principal. Si no es el conductor principal, obtenga una autorización por escrito del conductor principal y envíela respondiendo a este correo electrónico. Si desea proporcionarnos información adicional o archivos adjuntos relacionados con su consulta, envíelos en respuesta directa a este correo electrónico. El tamaño máximo de los archivos es de 10 MB y los formatos aceptados son JPEG, GIF, PNG, TIFF, PDF y documentos de Microsoft Office. Debido a los controles de seguridad, los archivos no pueden contener datos PCI (información de la tarjeta de pago), de lo contrario, serán rechazados. Los datos confidenciales, como un número de tarjeta de crédito, se pueden proporcionar por teléfono. Un cordial saludo, El equipo de atención al cliente de ABG -------------------------------------------------- Dear Customer, Thank you for contacting Avis Budget Group Customer Service. We confirm that your query has been received and logged in our system with the unique reference number A127042F. We will endeavour to solve it within our agreed timeframe and will contact you as soon as we have gathered all the related information. We thank you in advance for your patience while your case is under investigation. Please note that due to the General Data Protection Regulation (GDPR), in order to protect the personal information of our customers, we will only be giving out information to the main driver. If you are not the main driver, please obtain written authorisation from the main driver and send it by replying to this email. If you would like to provide us with additional information or attachments relating to your query, please send them in direct response to this email. Maximum size of files is 10 MB and format accepted are JPEG, GIF, PNG, TIFF, PDF and Microsoft Office documents. Due to Security Controls files cannot contain PCI Data (payment card information), otherwise will be rejected. Sensitive data such as a credit card number can be provided by phone. With warm regards, ABG Customer Service Team