Airport Van Rental
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Service severely lacking at this location!!
I am severely upset with the service at the Portland location! The service I received at that location was a horrible way to start my vacation with my children. I was traveling from South Carolina to Portland, OR with my seven children (ages 2 – 14), by myself for 3 weeks. I rented a van from AVR to accommodate my family during our vacation based on online reviews and price. It was not inexpensive (over $2,000). When I booked the van I was under the impression that the van rental office was located at the Portland airport. A few days prior to my departure to Portland, I found out different, when the Portland office contacted me to let me know their airport shuttle was not running. As a lone parent with seven kids, I was very concerned about how I would be getting to the rental location. The location told me they could provide me with one Lyft ride. I was very upset because it is not possible to take all my kids and myself in a single Lyft and I was not willing to leave some of my children at the airport or have them ride with a stranger to the rental location…my whole family needed to go to the van location at one time. I called the 1-800 customer service number for AVR to try and resolve this issue. They assured me that the location could get two Lyft drivers at the same time. I arranged with a family member to meet me at PDX to help me with my kids and make sure they were not riding alone with a stranger. When I arrived at PDX I called the van location to arrange transportation to pick up my rental van. They were adamant that they could only summons one Lyft driver at a time and that I would have to leave half my kids at the airport and then they could summons another Lyft driver or I could pay for another Lyft myself. I asked if they could use the van I was renting to come get me and my kids and was told that was absolutely not possible. They did not care about my situation and were unwilling to help me at all! I am grateful I had a family member meet me at PDX and could help me and was able to order another Lyft and ride with half my kids. When I got to the rental location, I was told that AVR would take off the cost of the Lyft ride to the rental location, but not the $4.00 tip. Are you kidding me!?!?! I was not supposed to tip the driver who had to take a longer time due to my having car seats, luggage, etc? I am not that kind of person. Apparently, AVR (at least the Portland location) is that type of company. Furthermore, when I asked how I would be able to get back to the airport, I was told they would be able to drop me and my kids off in the van I had rented. Why couldn’t they do that to pick us up?! All the miscommunication and horrible service on AVR’s part got my vacation off to a very rough start. Had I known that the customer service was so poor at the Portland location I would have rented from another company. I am so disgusted that this company did not care about me or my family, at all!