I had reserved two 12-passenger vans months ago for a very important work event. Lynn Williamson from Avis called me on 7/5/23, the day prior to picking up my vans to confirm I needed both. I said yes I needed both and she said not a problem, the rental was ready to go the following day. 7/6/23 I'm in the car ready to drive to the office (3:30pm) to pick up the vans (at 4pm) with my 2nd driver when Lynn calls me and says that neither van is there, and one van will never arrive. This reservation was made months ago.... So, I'm confused as to why there are issues. She offers me a minivan and I clarify that I'm expected to transport 24 participants for my event and can’t do that with one 12-passenger van and a 7-passenger minivan. She rudely says "You're not listening." It was a shock to have her be so rude since she was the one that messed up the reservation. She then clarified that she could give me 1 large 12 passenger van (which wasn't there yet) and 2 minivans. I asked her if she had a driver for that 3rd car, because I didn't. She said she didn’t. I asked her to hold so I could rework my plan with the new information and she hung up on me. So, I call around to work with the new information and my mother is available to help me get the 3rd car. We head to the office and we can greeted by a very terse, rude and impatient owner. We begin the rental process and I'm asking clarification questions along the way because it actually because very chaotic trying to understand what vehicles were actually on site and what were not yet there. Lynn threatens to just cancel my reservation... I was not sure how that was the solution when all I was asking were questions to make sure the new plan would work. We were working with her, and the failure to have the two 12-passenger vans on site, on time. It became apparent that she did not like my questions so started to only address my work coworker. I then redirected her by saying that I was the one that needed the information because they are my rentals and then she said : "That's it, I'm canceling the reservations." And she stormed off. It happened very quickly without any discussion or adult conversation. It escalated from a level 3 customer service issue to a level 10 with no provocation on my end. It was bonkers. So I asked her why that was necessary and she said “I’m not going to argue with you.” I said, “I’m not arguing, I’m trying to understand the situation and why this whole experience has been rude when we’ve been working with you to make sure the new plan works.” I assure you I had a level tone and professional manner… my coworker and mother are witnesses to this situation. She then says, “Please leave the office or I’m calling the cops.” I said “I’ll leave when I have the paperwork that shows the cancelation” She then tells an associate to call 9-1-1. She said “I’ll bring it to you outside.” I really wish I were joking. That’s how bonkers this situation became. A customer who made a reservation months ago, was working with the manager when the original reservation was not going to be honored, a customer that was calming asking questions… had the cops called on them. I’m outside waiting for the paperwork showing the cancelation when the cops arrive. I talk to them, apologize that they were called as this is a customer service situation and they have much more important things to be handling. They explain that the biggest thing is that my car needs to be moved. I said “I’m happy to move it but am waiting for the paperwork that the lady said she would bring out.” The cop hands me the paperwork. And I say there is nothing more I’d like to do than leave and ask that I can get in my car and leave. And they explained that the owner, Lynn, wants to bar me from the property and needs to tell me in person. I asked some more questions from them as this is the first time I’ve ever had cops called on me and needed to understand what this all meant. They said that it’s a warning and I’ll be on a police call list and that if I came to this location again, it would be trespassing. I’m incredibly flabbergasted that this is all happening. This is just bonkers. How does a person who’s reservation was messed up, who calmly worked to find the best solution with the new arrangement… get the cops called on them?! I turned the car on and let my mom in. The owner, Lynn, is there by my car and while I’m turned away helping my mom into the car she says, “You’re bared from the property.” After getting my mom in the car I turn to face her and say, “You need to say that to my face.” She repeats it. The cop interjects and says “For how long? 1 year, 2 year, etc.?” Lynn said, “2 years”. And then I say, “Thank you for the information.” And I turn to get in my car so we can leave. Luckily my coworker had been on the phone with Enterprise to miraculously save our event transportation needs and they have vans available for us to pick up. So, we seamlessly rent from Enterprise…. From polite, kind helpful employees. Since this event I’ve lost sleep and had a spike in a general level of anxiety. The knowledge that a person can act so irrational and call the cops and affect one’s life is beyond comprehension. I’ve replayed the situation over and over because I want to know how in the world it went so haywire and how in the world the cops were called. I also am angry that there is this person who can be so aggressive and act so egregious. It was completely uncalled for to call 9-1-1. She shouldn’t waste the Athens Clarke County police force time and attention on something that was so minor and completely within her power to handle as a customer service provider. And she should not be able to harm customers like she has harmed me. Not to mention how my rental was so messed up to being with. If I had made it last minute I would understand, but this reservation was made months ago. This event not only has impacted on my health but I have had to use my own precious time calling in to the Avis Customer Service line to talk to agents about the situation. I’ve had to make sure that there in fact was no rental fee charged and to make sure a “no-show” fee wasn’t being applied after receiving an email on 7/10/23. I’ve discussed the situation with my peers and both witnesses. No one has an understanding for why this woman acted this way. I have been a Budget/Avis renter for years. I go there first for all my business and travel rental needs. This event has shaken me, and I no longer want to support Budget/Avis with my rental needs. I have a choice in where I spend my money and wherever possible I will be sending my business elsewhere. This owner needs to be investigated and doesn’t deserve to provide rental car service under the name of Budget/Avis. By doing so she is permanently harming your brand, your customers and the local Athens Clarke County community by diverting time away from the police forces actual criminal duties on customer service issues. I would be willing to discuss the details further and a follow-up/resolution to this nightmare situation that was caused by Lynn Williamson and Budget/Avis. I will be making this negative situation public on all feedback forms and sites as much as possible.
