Avis Rent A Car El Mercado Shopping Center

★★★☆☆
We try harder.
  • 1501 El Camino Real, Ste 201

    Belmont, CA 94002

    Cross street: (lower level)

    Map & Directions
  • 650-594-2847

About Avis Rent A Car El Mercado Shopping Center

Categories
Hours
Sat-Sun 8am-12pm, Mon-Fri 8am-5pm

Automotive

Automotive
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2.5 2
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The office is consistently under staffed. They are always in a rush and corners get consistently cut from the wrong rate charged to the wrong Avis wizard number entered to cars not being washed.

To provide even decent customer service you have to have enough staff. You also have to make sure you have competent, friendly staff. For the most part the Avis Belmont staff is competent and friendly. As I already stated they are way under staffed so corners do get cut.

Avis Belmont has one staff member who is also one of the owners who should be nowhere near the public. Her name is Zaruna. Zaruna actually says things like the only reason I was nice on the phone is because corporate is doing test calls. Why on earth would you make a comment like that to a customer?

I had received a call from Avis that I must return my rental car immediately. It was an odd call since I rented this car due to a car accident and I had told them I was unsure how long I would need it. When I showed up at Avis, Zul was helping me. Zul told me that he needed to close out the rental since it had been 30 days. He needed to close out the rental, charge me, and start a new one. I told him I only keep my debit card with me and the card I wanted to use I keep at home so I don??t spend money. I told him I could bring the card the next day. Zaruna who was helping a different customer made an off kilter comment that I should make sure I have money when I am returning a rental car.

This lady needs to help her own customer and not but into her colleagues customers and she certainly should not make a comment like that. She said 3 more times that I should bring money when I came back.

I had asked Zul how much it was going to be with taxes because for some reason I thought car rental tax was about 20 %. Zul was helping me calculate when Zaruna told Zul to run after the last customer because he had forgotten her signature. Zul asked Zaruna to do the calculation for me. He ran out while Zaruna huffed and puffed and said ??I don??t have time for you. I have my own work do to now?. There were no other customers in the store except myself.

If Avis Belmont wants to stay in business they should make sure Zaruna does not deal with the public.

So today when I went to turn in the second part of the rental I mentioned to Carol, Zul??s wife that I would like to speak to her about Zaruna. There were 2 other customer in Avis at the time so I pulled Carol aside as I did not want to bash and bad mouth in front of others.

I started telling Carol the story and Zul pulled her away. Then a few minutes later she returned and after 2 more sentences she was pulled away again. There was 3 staff for 2 people so I think someone could have helped Carol while she spoke with me. After waiting 20 minutes passed the time I checked out, I asked Carol if she could call me a little later when she was not as busy.

Now up to this point I had wanted to write a bad review about Zaruna. When I saw how the others related in the office I wanted to let Carol know that I was going to write a bad review but then after meeting her I wanted her to know about Zaruna and that I was not going to write a bad review.

However this is the clincher. When I asked Carol to call me she said something about being really busy. My heart sank. I was waiting 20 minutes for her and she doesn??t care about their customers enough to make a phone call. By the way it was 3:30 PM on a Thurs, not the busiest time.

Here we go again. The reason they are too busy is that they don??t have enough staff. Since I had already paid I guess she figured customer service did not matter.

Obviously Avis Belmont does not care if they provide consistent bad service.

So if you want a dirty car, to be charge the wrong rate, not get your AAA discount, have the wrong Avis number entered, have desk people make rude comments and have general bad customer service then go to Avis Belmont.

1
★☆☆☆☆

The office is consistently under staffed. They are always in a rush and corners get consistently cut from the wrong rate charged to the wrong Avis wizard number entered to cars not being washed.

To provide even decent customer service you have to have enough staff. You also have to make sure you have competent, friendly staff. For the most part the Avis Belmont staff is competent and friendly. As I already stated they are way under staffed so corners do get cut.

Avis Belmont has one staff member who is also one of the owners who should be nowhere near the public. Her name is Zaruna. Zaruna actually says things like the only reason I was nice on the phone is because corporate is doing test calls. Why on earth would you make a comment like that to a customer?

I had received a call from Avis that I must return my rental car immediately. It was an odd call since I rented this car due to a car accident and I had told them I was unsure how long I would need it. When I showed up at Avis, Zul was helping me. Zul told me that he needed to close out the rental since it had been 30 days. He needed to close out the rental, charge me, and start a new one. I told him I only keep my debit card with me and the card I wanted to use I keep at home so I don??t spend money. I told him I could bring the card the next day. Zaruna who was helping a different customer made an off kilter comment that I should make sure I have money when I am returning a rental car.

This lady needs to help her own customer and not but into her colleagues customers and she certainly should not make a comment like that. She said 3 more times that I should bring money when I came back.

I had asked Zul how much it was going to be with taxes because for some reason I thought car rental tax was about 20 %. Zul was helping me calculate when Zaruna told Zul to run after the last customer because he had forgotten her signature. Zul asked Zaruna to do the calculation for me. He ran out while Zaruna huffed and puffed and said ??I don??t have time for you. I have my own work do to now?. There were no other customers in the store except myself.

If Avis Belmont wants to stay in business they should make sure Zaruna does not deal with the public.

So today when I went to turn in the second part of the rental I mentioned to Carol, Zul??s wife that I would like to speak to her about Zaruna. There were 2 other customer in Avis at the time so I pulled Carol aside as I did not want to bash and bad mouth in front of others.

I started telling Carol the story and Zul pulled her away. Then a few minutes later she returned and after 2 more sentences she was pulled away again. There was 3 staff for 2 people so I think someone could have helped Carol while she spoke with me. After waiting 20 minutes passed the time I checked out, I asked Carol if she could call me a little later when she was not as busy.

Now up to this point I had wanted to write a bad review about Zaruna. When I saw how the others related in the office I wanted to let Carol know that I was going to write a bad review but then after meeting her I wanted her to know about Zaruna and that I was not going to write a bad review.

However this is the clincher. When I asked Carol to call me she said something about being really busy. My heart sank. I was waiting 20 minutes for her and she doesn??t care about their customers enough to make a phone call. By the way it was 3:30 PM on a Thurs, not the busiest time.

Here we go again. The reason they are too busy is that they don??t have enough staff. Since I had already paid I guess she figured customer service did not matter.

Obviously Avis Belmont does not care if they provide consistent bad service.

So if you want a dirty car, to be charge the wrong rate, not get your AAA discount, have the wrong Avis number entered, have desk people make rude comments and have general bad customer service then go to Avis Belmont.

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My wife and I have had several occasions over the years to need to rent a car... and sometimes even trucks for moving, etc. These guys are always friendly and easy to deal with. They seem to go out of their way to make sure you have the best deal, or are able to take advantage of any non publicized promotions. Saving money always makes me happy. Add that to great service... and you have a winner

PROS: Local
CONS: no exotic cars to rent

4
★★★★☆

My wife and I have had several occasions over the years to need to rent a car... and sometimes even trucks for moving, etc. These guys are always friendly and easy to deal with. They seem to go out of their way to make sure you have the best deal, or are able to take advantage of any non publicized promotions. Saving money always makes me happy. Add that to great service... and you have a winner

PROS: Local
CONS: no exotic cars to rent

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