Avis Presidents Club upgrades
Discussion
I am going to pick up a car from London Heathrow in November and have booked a C-Class Mercedes. Apparently, Avis Presidents club give 2 class upgrades for free*. How has that worked out for others?
Eventually, I took an A6. It was rental spec with nothing on it except miles. I am amazed Audi produced the car. After a couple of days use I noticed scratches all down the passenger side. That is when I remembered I did not see a condition report when I picked the car up so I checked the docs and found it folded in a way to hide the condition. I did not sign that report. They did. I also remembered the car being parked in a way I could not inspect it properly. It was so tight on both side I had to get them to move it because I could not get in with out risking damaging it. The work just opened the door and rested it on the car next to it. It was also dark and raining.
On another occasion I was returning at a different location. I picked a car up in the dark and rain again. This time, the manager was eager to "get us on our way" so brought the car up front and loaded our suitcases. Just as we were setting off a woman came out into the torrential rain and knocked on our window. "Take pictures of everything. Every panel and wheel. They accept them up to 24 hours after you pick the car up".
When it was light our BMW X3 had minor damage to every panel. When I returned the car to Manchester they told us this was typical because now they would have to fix it.
I know I am not the only one as I see every person getting the same treatment. It might be due to the time of day I pick cars up. Always dark so I think it is their time to shift the crap cars. It might also be because I am coming from a different country so less likely to follow up a complaint.
Two questions, 1/is this typical? 2/Presidents club is a new thing for me so should I expect better treatment and even a free upgrade as per their agreement? When in LA I asked about my upgrade and was told there is no upgrade from a Suburban. I asked about the Escalade I saw in the same row and they laughed and said "no"
- At participating locations.
Eventually, I took an A6. It was rental spec with nothing on it except miles. I am amazed Audi produced the car. After a couple of days use I noticed scratches all down the passenger side. That is when I remembered I did not see a condition report when I picked the car up so I checked the docs and found it folded in a way to hide the condition. I did not sign that report. They did. I also remembered the car being parked in a way I could not inspect it properly. It was so tight on both side I had to get them to move it because I could not get in with out risking damaging it. The work just opened the door and rested it on the car next to it. It was also dark and raining.
On another occasion I was returning at a different location. I picked a car up in the dark and rain again. This time, the manager was eager to "get us on our way" so brought the car up front and loaded our suitcases. Just as we were setting off a woman came out into the torrential rain and knocked on our window. "Take pictures of everything. Every panel and wheel. They accept them up to 24 hours after you pick the car up".
When it was light our BMW X3 had minor damage to every panel. When I returned the car to Manchester they told us this was typical because now they would have to fix it.
I know I am not the only one as I see every person getting the same treatment. It might be due to the time of day I pick cars up. Always dark so I think it is their time to shift the crap cars. It might also be because I am coming from a different country so less likely to follow up a complaint.
Two questions, 1/is this typical? 2/Presidents club is a new thing for me so should I expect better treatment and even a free upgrade as per their agreement? When in LA I asked about my upgrade and was told there is no upgrade from a Suburban. I asked about the Escalade I saw in the same row and they laughed and said "no"
For about 7-8 years I had Presidents Club status, and generally I was looked after and had no problems over that time renting a lot of cars. Pre Covid when there was no issue with car supply, If you order a car from their their select range, which was specific models of various cars, they did guarantee you should get them. The Prestige cars line was managed centrally and outside the hands of local rental location - they made you sign a specific contract for the car and take a security deposit.
I pretty much always got upgraded, but I would book a small or medium sized car for UK and Europe. For damage, it varies from locations and countries. First thing when you get the car take a walk around video of the car, turn on your phone light if dark, mark the damage on the paperwork and get someone to sign it (if staff are around) and check the fuel level before you leave (take a photo of the mileage/fuel gauge - Avis give you unlimited mileage in most countries, but if the paper work has the wrong mileage recorded and they gave you an empty car it is harder to prove it). In the UK with their check-in PDA's they should mark damage on the vehicles which updates the damage on the car for future hires, but generally they don't (so cover yourself with a video), but on the other hand usually they don't look to closely at the car.
Places like South Africa and SE Asia they go over the car when you pick it up and return it with a fine tooth comb (and expect a bung for sorting out an upgrade, even if you didn't ask for it!), noting every mark and stone chip on the car (this is good if you need to update the pen marked paperwork for something they err, missed!), but go to the US and they couldn't care less.
Some locations are very busy and have stock issues, LAX is one that comes to mind. I was given a Hyundai Santa Fe, and asked for some smaller, and the surly staff member said "It's Rose Bowl weekend, look what's left in this lot, take it or leave it...." Generally the US locations used hold Presidents Club customers in high regard (it used to be for US customers it was by Invitation, or corporate accounts, not rentals and spend that was offered in the UK/Europe), I don't know about these days, and I they always allowed me to change to different cars in their regular range - an Escalade might be in their premium range. I found the staff at the places like SEA/PHX/IAH/IAD were less run off their feet, friendly and would happily change things.
Final note on damage, the only time I was charged for it was on a piece of junk Ford Focus from LHR T2/3, every tyre mismatched with ditch finders, so had tyre damage on at least 3 wheels. I hadn't taken photos as that was the 5 car in two months from LHR, and no one cared or checked with all the others so I got complacent. When I returned it I said it was a piece of junk, and the check in guy took offence so found a scratch on on an alloy, which I honestly don't think I did, as in the 2 days I had it I had only parked next to a curb once, and the scratch was dark grey with oxidation. He charged me £120 for the damage and I asked to see the manager, who backed up the employee, but gave me a money off voucher for my next rental, so "it will even out for you in the long run", but he might be able to reverse it later, and to call - called and no, damage charge still stands.
I ended up raising a complaint to Avis Customer Services, with photos stating I don't honestly think I did it, it was old damage and the LHR facility nearly always rentals out cars with damage but nothing on the system paperwork. I finished with writing that considering my customer history of the past 6 years, spending many £10k's in that time, the ball was in their court if they wanted to retain my custom.
Avis CS refunded the charge for damage, and asked I give them another go.
So my top tip is don't be arsey or dismissive when returning cars, as an employee might decide you are a jerk and go out of their way to ruin your day! Or they remember you if you return to that location, and give you the worst car they have in stock.
I pretty much always got upgraded, but I would book a small or medium sized car for UK and Europe. For damage, it varies from locations and countries. First thing when you get the car take a walk around video of the car, turn on your phone light if dark, mark the damage on the paperwork and get someone to sign it (if staff are around) and check the fuel level before you leave (take a photo of the mileage/fuel gauge - Avis give you unlimited mileage in most countries, but if the paper work has the wrong mileage recorded and they gave you an empty car it is harder to prove it). In the UK with their check-in PDA's they should mark damage on the vehicles which updates the damage on the car for future hires, but generally they don't (so cover yourself with a video), but on the other hand usually they don't look to closely at the car.
Places like South Africa and SE Asia they go over the car when you pick it up and return it with a fine tooth comb (and expect a bung for sorting out an upgrade, even if you didn't ask for it!), noting every mark and stone chip on the car (this is good if you need to update the pen marked paperwork for something they err, missed!), but go to the US and they couldn't care less.
Some locations are very busy and have stock issues, LAX is one that comes to mind. I was given a Hyundai Santa Fe, and asked for some smaller, and the surly staff member said "It's Rose Bowl weekend, look what's left in this lot, take it or leave it...." Generally the US locations used hold Presidents Club customers in high regard (it used to be for US customers it was by Invitation, or corporate accounts, not rentals and spend that was offered in the UK/Europe), I don't know about these days, and I they always allowed me to change to different cars in their regular range - an Escalade might be in their premium range. I found the staff at the places like SEA/PHX/IAH/IAD were less run off their feet, friendly and would happily change things.
Final note on damage, the only time I was charged for it was on a piece of junk Ford Focus from LHR T2/3, every tyre mismatched with ditch finders, so had tyre damage on at least 3 wheels. I hadn't taken photos as that was the 5 car in two months from LHR, and no one cared or checked with all the others so I got complacent. When I returned it I said it was a piece of junk, and the check in guy took offence so found a scratch on on an alloy, which I honestly don't think I did, as in the 2 days I had it I had only parked next to a curb once, and the scratch was dark grey with oxidation. He charged me £120 for the damage and I asked to see the manager, who backed up the employee, but gave me a money off voucher for my next rental, so "it will even out for you in the long run", but he might be able to reverse it later, and to call - called and no, damage charge still stands.
I ended up raising a complaint to Avis Customer Services, with photos stating I don't honestly think I did it, it was old damage and the LHR facility nearly always rentals out cars with damage but nothing on the system paperwork. I finished with writing that considering my customer history of the past 6 years, spending many £10k's in that time, the ball was in their court if they wanted to retain my custom.
Avis CS refunded the charge for damage, and asked I give them another go.
So my top tip is don't be arsey or dismissive when returning cars, as an employee might decide you are a jerk and go out of their way to ruin your day! Or they remember you if you return to that location, and give you the worst car they have in stock.
I’ve only rented a few times as a presidents club member but been upgraded varying degrees.
All in South Africa btw. The first visit to Cape Town in peak season booked a bog standard polo we were given a nicer polo, the second car on that trip was upgraded from a polo to a small suv and the third from a Corolla to a Merc C class. Last trip just the one car, booked a polo and was asked “what would you like to drive?” ended up in a large Chinese suv hybrid thingy, was quite nice.
Double upgrade is just for weekend rentals from airports and ports right? Single upgrades from other sites where available which means they’ve always got a get out I guess.
I’ve got a couple of US bookings later in the year so I’ll see but one is a suburban which is about as good as it gets without dipping into their prestige range of whatever it’s called out there.
All in South Africa btw. The first visit to Cape Town in peak season booked a bog standard polo we were given a nicer polo, the second car on that trip was upgraded from a polo to a small suv and the third from a Corolla to a Merc C class. Last trip just the one car, booked a polo and was asked “what would you like to drive?” ended up in a large Chinese suv hybrid thingy, was quite nice.
Double upgrade is just for weekend rentals from airports and ports right? Single upgrades from other sites where available which means they’ve always got a get out I guess.
I’ve got a couple of US bookings later in the year so I’ll see but one is a suburban which is about as good as it gets without dipping into their prestige range of whatever it’s called out there.
Very variable experience.
Always book one of the lower 3 categories, and sometimes get something decent and other times get some utter s
te.
Recently in Turin I was offered a DR4. I asked if they meant DS4, but no, apparently there's an obscure Chinese brand that sells DR4s in Italy!! Google it, it looks ste.
The alternative was a 500X or 500L. I ended up paying £250 extra for a Alfa Tonale.
Other times I was upgraded (also in Italy) from a 500 to a Alfa Giulia or Jeep Compass, no complaints there.
It's a fun game to play IMHO as long as you have time to negotiate at the desk!
Always book one of the lower 3 categories, and sometimes get something decent and other times get some utter s
te.Recently in Turin I was offered a DR4. I asked if they meant DS4, but no, apparently there's an obscure Chinese brand that sells DR4s in Italy!! Google it, it looks s
te.The alternative was a 500X or 500L. I ended up paying £250 extra for a Alfa Tonale.
Other times I was upgraded (also in Italy) from a 500 to a Alfa Giulia or Jeep Compass, no complaints there.
It's a fun game to play IMHO as long as you have time to negotiate at the desk!
Edited by matrignano on Thursday 1st June 19:40
I have found my experience to be location specific as if they are franchises. (I assume they are not though).
I probably need help on the upgrade expectations.
if the jump from Suburban to Escalade is not reasonable, what would be? I booked the Suburban as it was offered to me at a price below a small car so was not really expecting anything but thought I would ask. But, I have a c-class booked in London coming up and wondered if I could book a tiny car and expect to be given a c-class. It does not seem very clear what a two level upgrade is. Here are the terms and conditions on a coupon for free upgrade.
I probably need help on the upgrade expectations.
if the jump from Suburban to Escalade is not reasonable, what would be? I booked the Suburban as it was offered to me at a price below a small car so was not really expecting anything but thought I would ask. But, I have a c-class booked in London coming up and wondered if I could book a tiny car and expect to be given a c-class. It does not seem very clear what a two level upgrade is. Here are the terms and conditions on a coupon for free upgrade.
Avis said:
UUWA036 - Coupon valid for a one time, one car group upgrade on an intermediate (group C) through a full-size four-door (group E) car. Maximum upgrade to premium (group G), excluding intermediate SUV (group F). The upgraded car is subject to vehicle availability at the time of rental and may not be available on some rates at some times.
djc206 said:
I’ve only rented a few times as a presidents club member but been upgraded varying degrees.
All in South Africa btw. The first visit to Cape Town in peak season booked a bog standard polo we were given a nicer polo, the second car on that trip was upgraded from a polo to a small suv and the third from a Corolla to a Merc C class. Last trip just the one car, booked a polo and was asked “what would you like to drive?” ended up in a large Chinese suv hybrid thingy, was quite nice.
Double upgrade is just for weekend rentals from airports and ports right? Single upgrades from other sites where available which means they’ve always got a get out I guess.
I’ve got a couple of US bookings later in the year so I’ll see but one is a suburban which is about as good as it gets without dipping into their prestige range of whatever it’s called out there.
It seems the US version is different and I think the double upgrade is any day but when available. All in South Africa btw. The first visit to Cape Town in peak season booked a bog standard polo we were given a nicer polo, the second car on that trip was upgraded from a polo to a small suv and the third from a Corolla to a Merc C class. Last trip just the one car, booked a polo and was asked “what would you like to drive?” ended up in a large Chinese suv hybrid thingy, was quite nice.
Double upgrade is just for weekend rentals from airports and ports right? Single upgrades from other sites where available which means they’ve always got a get out I guess.
I’ve got a couple of US bookings later in the year so I’ll see but one is a suburban which is about as good as it gets without dipping into their prestige range of whatever it’s called out there.
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