AVIS Car Hire: A Case Study on Customer Complaint and Response

This report examines AVIS Car Hire's response to a customer complaint. The assignment analyzes a letter from AVIS addressing a customer's issues regarding a rental car, specifically an Audi Q7. The letter discusses the vehicle's condition, the customer's insurance coverage, and the company's policies. It acknowledges the customer's concerns, offers an apology for the issues, and provides a coupon for future rentals as compensation. The report highlights the importance of clear communication, adherence to company policies, and the provision of customer service in addressing complaints. The assignment provides an analysis of the strategies used by AVIS to handle the complaint and maintain a positive customer relationship.

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business writng
student’s name
date of submission

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AVIS Rental cars
P. 0 box 24-97700,
San Diego, USA.
Email: Avis.car.co.ke
Website: info@ Avis.car
29th Oct 2017.
To Curtis Smith,
5478 Lighthouse Lane, Los Angeles,
CA 90036Dear sir,
Re: clarification on the latest issue
We are sorry for the latest problem that befell you recently.
It is in our best interest to give our clients the best services. According to the terms and
conditions of our operations is that the vehicles which have been rented out must be returned in
good conditions. As such, for the Sports Utility Vehicle rented to you, it is important that you

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take responsibility for the damaged bumper which costs about $ 750. We apologize however for
the fact that you were convinced by our agent to add more money so that you could be given the
Sports Utility Vehicle. In the first incidence when you realized that the vehicle was too long, that
is the Audi Q7, you would have asked for a refund so that you would stick to your former vehicle
of choice (the full size car). We also provide an insurance policy to our clients so that our hired
out vehicles to be protected in case of an accident or other damages. It’s quite unfortunate that
you did not buy our insurance cover. While the American Express card is accepted by our
company for making payments for car hire, they do not cover the Audi Q7 Sports Utility
Vehicle. We have however that from next time we will be going into the details of the credit card
policy of the client so that we can offer the necessary advice. In connection to this, we will offer
you a coupon for two days for free renting any full size sedan cars.
Looking forward to doing business with you in future.
Yours faithfully,
Ishamel Donney
Transport coordinator, AVIS car hire LTD.