Avis Uses Bait, Switch and Upsell Tactics

Car rental firms jack up rates when using AmEx points

I use frequent flyer miles for flights whenever possible, expedient and/or wise, but I've been hoarding American Express points for car rentals for a long time. We are soon going to Hawaii -- first to Maui for a wedding and then to the Big Island for a vacation. Two rental car opportunities seemed like a good use of points. I started with the Big Island, because that will be the longer stay.

I spent a ridiculous amount of time on the Avis website trying to figure out what promotion/coupon codes I could use for Avis, so I finally phoned. The AmEx system is that I could redeem points for several coupons to be used toward (but not in full payment for) the rental, which for one week with Avis was going to be more than $450. I was too shocked to write down the exact quote, but it was high. The reservation agent told me that I would be better off not using the coupon at all. He quoted an economy car rate of $242 for seven days, with unlimited mileage and no extra charge for the second driver. Sold.

Then he told me about a service that Avis offers which would net me a $20 gas coupon and 5 percent cash back on the rental. I asked whether this happens automatically when renting, and instead of answering, he switched me to a fast-talking sales type who "upgraded" the service which I could try for a month for "only one dollar" and "cancel any time." The carrot he dangled over the telephone was a $20 gas coupon plus that 5 percent rebate, but first, he said, I had to sign up. When I balked, he told me that he "has been authorized" to raise the gas coupon to $40. I told him my name, address, etc., but when he asked for my date of birth, I refused and said I wasn't interested in providing personal information. He huffed, "I'm not asking for your Social Security number." I said I didn't want to provide any more personal information, so he hung up on me.

Avis indeed seems to be trying harder -- trying harder to sell a "service" that I didn't really want (although a $40 gas coupon would be nice). No matter what they tried, they succeeded in annoying me. Because I knew that the AmEx coupons would not make sense for Maui either, I simply made the reservation online and ignored the "offer" for the same service that the phone folks tried to force on me.