Airport Van Rental
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Nice Van; Poor Customer Service
The van itself was good. The brakes were a bit squishy. The service at pick-up and drop-off was not good. We arrived late at night and the van needed to be cleaned up (30 minutes) before picking it up when there were many other vehicles in the lot ready to go. We clearly informed the service representative that we DID NOT want insurance. She informed me to initial that we were turning down the insurance (at $36.99/day) and for me to accept responsibility by initialing on the screen. When we returned the vehicle, she informed me that the total cost now included the extra $259 in insurance fees, When we informed her that we did not sign up for it, she said that you initialed it and we were going to have to pay. She was extremely rude and did not show any respect to the customer. We also spoke with the manager and he defended his rude employee. Its very unfortunate that we had to end this great trip to LAX with a horrible customer experience at AVR. We made a last minute decision to move our reservation from State Van to AVR due to a lower rate only to find out that we paid much more in the long run. I had reached out to AVR via telephone and they informed me to e-mail customer service. 5 days later, still no response. Looking for resolution of this issue but don't think it will be coming any time soon.