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Original Comment This letter is a complaint against one of your representatives (who identified himself at the Lancaster, CA location at 5:25 p.m. on Thursday, August 7, 2014. During my visit to Avis, there were no other customers present, and there were several clean vehicles in the lot, including a vehicle in the compact category. After I provided Robert my reservation number he refused to honor my reservation, citing;Your reservation was at 3:30 p.m., almost 5:30. You are two hours late, and I rented your car to someone else.' He showed me a log sheet of anticipated reservations, which had a line drawn entirely throughreservation. <br /> <br /> As a professional, I remained calmed and explained that my doctor's appointment delayed my arrival at Avis. He interrupted repeatedly, citing that he could not rent the vehicle and that I should have called to let him know that I would be late. His tone was surprisingly vengeful, and he appeared to be irritated with me on a personal level, although we had never met before. It was unbelievable.<br /> <br /> FYI, I am an African American school administrator who wears a braided hairstyle, shorts and T-shirts in the summer time. This is how I appeared when I walked through Avis' door this afternoon. To a prejudiced eye, my image could appear to be that of someone ignorant of bureaucratic protocol, or I could appear to be an easy target for bullying. But, I am a mild-mannered, educated gentleman, who occasionally exercises his right to speak with higher management if he feels that he is being mistreated.<br /> <br /> So, when (who was wearing no name badge) told me that he had no vehicle for me because I was late. I chose to remain in the lobby so that I could find out Avis&amp; Corporate policy regarding customers who are tardy for their reservations. Again, I could see several clean vehicles in the lot.<br /> <br /> Using my cell phone, I responded to ; automated phone call routing system until I could speak with a 'live' agent. Robert glared and scowled at me the entire time. Finally, as soon as I began speaking to an Avis representative via phone, Robert snapped and began yelling insults at me, such as 'You're A Liar&amp;#226;&amp;#65533;&amp;#166; I never said I rented your car to someone else! Tell her that you were 2 hours late. I remained calm and continued to speak through the phone. Robert, on the other hand, feverishly looked all around the room (to ensure no one else was present, I suppose). Next, he ran toward me, opened the door, and demanded that I leave the premises. I told him that I planned to stay in the lobby and continue to exercise my right to speak with the Avis Corp representative. Then, he began to hurl more insults, ; repeatedly and louder each time. It was as though he was attempting to get me to behave in an equally uncivilized fashion. But I could never do that. Instead, I remained calm and continued to speak to your representative , hoping that she could hear his egregious lack of professionalism. I pray that you have the call recorded. <br /> <br /> The bottom line is your representative, Robert, treated me as though I was less than human, simply because I was late to my reservation and because I chose to call Avis Corporate to find out your policy. If you check the vehicle inventory for 5:25p.m., you will see (as I did) that there were clean vehicles in the parking lot that could have been rented to customers, like myself, who had a reservation. Under the circumstances, I could never rent from Avis, nor could I allow anyone I know to do so, unless Avis demonstrates with its actions that Robert conduct is not in alignment with your standards of excellence.

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