Avance レビュー 

Avance からの回答

2025年10月29日

Good afternoon,
Thank you so much for your kind words! We’re delighted to hear that you found our staff friendly and professional. Your feedback means a lot to us!
Kind regards,
Avance team

Avance からの回答

2025年10月29日

Good morning,
Thank you for your review. We’re glad to hear that everything went smoothly and that you were happy with the car. It’s great that you enjoyed exploring the island with it, and we appreciate you sharing your positive experience.
Kind regards,
Avance team

Avance からの回答

2025年10月6日

Good afternoon,
Thank you for sharing your feedback. We are sorry to hear about your dissatisfaction, although we do not believe it reflects the true standards of our company.
We have carefully investigated the issues you raised and would like to clarify the following points:
On August 19, 2025, you contacted our call center and made a reservation for a vehicle in category C, with the corresponding indicative model communicated to you. You were informed in detail about the exact cost for the rental period, what was included in your offer, the requirements for vehicle pick-up, as well as the cost related to the drop-off location. After receiving all this information, you confirmed your booking.
We would like to remind you that vehicle reservations are confirmed by category only, not by a specific model or engine capacity.
At vehicle delivery, our station staff again informed you about the applicable procedures and that the car provided was in line with the category you had booked and paid for. We regret if you felt the staff’s explanation or behavior was unsatisfactory, but the process and vehicle allocation strictly follow company policy.
Regarding the amount for any unused days was refunded on the day you returned the vehicle, and we took all necessary steps to release the guarantee from the moment of vehicle return. Any further delay in releasing the hold on your funds is beyond our control, as it is a matter handled between banks, as you have also been informed in writing.
We appreciate your understanding.
Kind regards,
Avance team

Avance からの回答

2025年10月6日

Good afternoon,
Thank you for your kind and detailed feedback.
We’re thrilled to hear that our team was able to promptly address your concerns and make your trip smooth and enjoyable. It’s wonderful to know the pick-up, drop-off, and equipment met your expectations.
We truly appreciate your trust and look forward to welcoming you again on your next visit to this beautiful region.
Kind regards,
Avance team

Avance からの回答

2025年10月8日

Good afternoon,
Thank you for choosing Avance for your car rental needs once again, and for taking the time to share your detailed feedback. We are truly pleased to hear that our team’s customer service and communication—both prior to and during your rental—met your expectations and contributed positively to your overall experience.
We appreciate your understanding regarding the condition of the vehicles and are grateful for your recognition of the value we strive to offer through our competitive rates. That said, we regret the inconveniences you encountered during your rental period. Please know that your comments have been noted and will be shared with our operations team to ensure these matters are reviewed and addressed to improve future rentals.
It is our goal to provide both reliable vehicles and a seamless customer experience, and we are glad to know that the ease of pickup and drop-off at Athens Airport and our responsive service continue to earn your trust.
We truly value your continued patronage and look forward to welcoming you again next year.
Kind regards,
Avance team

Avance からの回答

2025年9月24日

Good afternoon,
Thank you for your feedback. We are sorry to hear about your concerns.
We have reviewed our system and can confirm that the vehicle was collected on July 20th, 2025, and returned on September 20th, 2025. When calculated calendar-wise, this totals 62 days of rental.
You were informed in advance of the monthly rental rate. As your rental duration extended beyond 60 days, the total charge was calculated accordingly, based on the full rental period.
We regret any misunderstanding that may have occurred. If there was any miscommunication or if you were led to believe otherwise, we sincerely apologize.
Kind regards,
Avance team

Avance からの回答

2025年9月16日

Good morning,
Thank you for taking the time to share your feedback. We're glad to hear your experience in Paros met your expectations and that you appreciated the service and vehicle condition there.
We’re sorry to learn that your experience in Naxos didn’t match that standard. However, we would like to clarify a few important points:
Fuel Policy: Our fuel policy is clearly stated as “same to same”, meaning the car is delivered with a certain fuel level and should be returned with the same. This was communicated during your booking process and agreed upon at the time of rental. We understand this may not be ideal for every traveler, but it is standard across many local agencies in island locations.
Vehicle Condition: In high-demand island locations like Naxos, especially during peak season, our fleet includes a range of vehicles. While some may be older, all are regularly serviced and meet safety and roadworthiness standards. The Nissan Micra you received was in line with the category reserved and underwent its required inspections.
Credit Card Handling: We take data protection seriously. In locations where card terminals are not available, a manual imprint may be required for the deposit. We apologize if the communication during your return process led to confusion.
We truly value your feedback and will share your concerns with our Naxos team to improve the experience for future customers. While we understand your frustration, we also encourage a fair comparison between large international chains and smaller local operations — both of which have pros and cons depending on traveler priorities.
We appreciate you choosing Avance and wish you safe travels on your future trips.
Kind regards,
Avance team

Avance からの回答

2025年9月2日

Good afternoon,
We are sincerely sorry to hear about your negative experience with us. We understand your frustration, and we would like to clarify several points regarding your rental.
Firstly, we take all customer feedback seriously, and we deeply regret that you felt dissatisfied with the service provided. However, please allow us to explain our procedures. When renting a vehicle, we always conduct a thorough check and note any existing damages in the presence of the customer. Our records do not reflect that any concerns were raised during the handover, including regarding the condition of the vehicle, which is why no further documentation was made at that time.
Regarding the flat tire, we regret that you encountered this issue during your rental. If such a situation had been reported to us immediately, we would have taken appropriate action to resolve it. We encourage all our customers to notify us of any problems as soon as they arise so that we can address them promptly and ensure a smooth experience.
Regarding the scratch on the vehicle, we follow a strict policy of assessing all damages at the time of return. If a new scratch was discovered that was not there at the time of pickup, we are obliged to charge for the damage as per our rental agreement. This is done to ensure that all vehicles are returned in the same condition they were rented out. However, we understand your frustration and want to emphasize that we never aim to overcharge or mistreat customers.
Lastly, we want to assure you that our staff is trained to handle all situations professionally and courteously. We deeply regret if you felt that the treatment was unpleasant or disrespectful.
Your satisfaction is very important to us, and we hope that in the future, we can provide a more positive experience for you.
Kind regards,
Avance team

Avance からの回答

2025年9月1日

Good afternoon,
Thank you for your feedback, and we regret to hear that you were dissatisfied with the vehicle you received. We would like to take the opportunity to clarify the situation.
The luggage capacity of the vehicle is determined by the manufacturer and is specified in the vehicle’s technical details. When customers book a vehicle, they are selecting a category based on the overall size and capacity of the vehicle.
If the luggage space provided by the vehicle does not meet your needs, we offer the option to choose a different vehicle category locally, depending on the available models and your specific requirements.
Thank you for giving us the opportunity to explain our position to you and clarify the issues that arose.
Kind regards,
Avance team

Avance からの回答

2025年9月1日

Good afternoon,
First and foremost, we want to assure you that the issues you encountered with both vehicles are not representative of the high standards we strive to maintain. We are extremely concerned by your experience and the safety issues you raised.
Regarding the first car, we apologize for the poor condition you encountered, including the low oil level and the broken seatbelt. This is certainly not acceptable, and we will be investigating why these issues were not addressed prior to your rental.
As for the second vehicle, we understand your concern about the engine warning. Customer safety is our priority, and we regret that this was not handled properly.
We recognize that this was a significant inconvenience, especially during your vacation.
Finally, we understand how frustrating this must have been, and we sincerely apologize for the lack of empathy and support you received from our team. Please know that we take your feedback seriously and will use it to improve our service and avoid similar situations in the future.
Thank you for bringing these issues to our attention.
Kind regards,
Avance team

Avance からの回答

2025年8月11日

Good afternoon,
We regret to read your recent comments, as we do not believe they accurately reflect the level of service and professionalism that our company consistently strives to uphold. Nonetheless, we appreciate the opportunity to further clarify the matter.
As per your reservation, you requested a manual transmission vehicle from our Andros station, which was delivered to you on 07/07/2025. After nearly two days of use, you contacted the station reporting a strong odor emanating from the vehicle following your drive to a beach via a challenging road.
The station responded immediately, dispatching a mechanic to your location for an on-site inspection. Following the inspection, it was determined that the odor originated from the clutch plate. Based on the technician’s assessment, this was most likely due to prolonged driving in one gear or improper use of the clutch. Nevertheless, as a precautionary measure, the vehicle was taken to a workshop for a more thorough evaluation.
During the technical inspection, signs of clutch overheating were observed. However, no mechanical or functional faults were detected. In an effort to ensure your continued comfort and mobility, the station contacted you and offered a replacement vehicle with automatic transmission, which you chose to decline.
We would like to respectfully note that it would have been helpful if you had informed the station in advance about any lack of familiarity with manual transmission vehicles. In such a case, we would have been pleased to provide you with an automatic vehicle from the beginning, ensuring a more suitable driving experience and preventing any potential issues.
In light of the above, and given the immediate assistance and alternatives provided by our team, we respectfully do not understand or agree with your evaluation and comments.
Kind regards,
Avance team

Avance からの回答

2025年8月7日

Good afternoon,
Thank you for taking the time to share your feedback regarding your recent rental experience with Avance in Crete. We are genuinely sorry to hear that you were left with a negative impression and we would like to address your concerns. First and foremost, we regret that you felt the return process was handled poorly. We strive to offer all of our customers a respectful and efficient experience, and we are sorry if the behavior of our staff did not reflect these standards. Regarding the damage charges: all vehicles are inspected thoroughly before each rental, and any existing damage is documented in the rental agreement. At the time of return, if new damage is identified that was not previously recorded, a charge will be applied in accordance with our rental terms and insurance coverage. Please rest assured that we take such matters seriously. Our goal is never to cause inconvenience or take advantage of time pressure. We value your feedback and are committed to resolving any misunderstandings fairly.
Kind regards,
Avance team

Avance からの回答

2025年7月25日

Good morning,
In the event that you have been served by our company, we would like to take this opportunity to clarify our customer satisfaction policy.
If a vehicle provided does not meet the customer's requirements, we are committed to taking all reasonable steps to address the issue in the best possible manner — including, when necessary and feasible, replacing the vehicle. However, such actions are contingent upon receiving clear and timely communication from the customer during the rental period.
If the customer fails to notify the rental station of any concerns, preferences, or dissatisfaction in a timely manner, the station may be unable to offer appropriate assistance. Regrettably, if such information is only communicated upon the return of the vehicle, it is typically too late to take corrective action.
Kind regards,
Avance team

Avance からの回答

2025年7月23日

Good morning,
Thank you very much for your kind words and positive feedback.
We are truly delighted to hear that everything was perfect and clear during your rental experience. Your compliments, especially regarding our staff at Athens Airport, are greatly appreciated. Providing excellent service and support is our top priority, and it’s always rewarding to know that our efforts are recognized.
We look forward to welcoming you again in the future.
Kind regards,
Avance team

Avance からの回答

2025年7月18日

Good afternoon,
Thank you for your kind words. We're thrilled to hear that your experience at the Athens Airport was exceptional. Our team takes great pride in providing clear and friendly service, and it’s wonderful to know that it made a positive impact on your visit. We hope to welcome you again soon.
Kind regards,
Avance team

Avance からの回答

2025年7月18日

Good afternoon,
We are truly sorry to hear about your frustration and regret that your experience did not meet your expectations. Please know that we always strive to provide the best customer service and resolve any issues promptly.
We would like to clarify that the station did not charge the guarantee amount, but instead, it was a pre-authorization. This means no funds were actually blocked from your account. Once the vehicle is returned, it is the responsibility of the banks to release the pre-authorization. We recommend reaching out to your bank to inquire about expediting this process, as they may be able to assist in resolving the matter more quickly. We hope this can be resolved soon.
Kind regards,
Avance team

Avance からの回答

2025年7月14日

Good afternoon,
Thank you for your feedback. We are truly sorry to read your comments, as we always strive to offer the highest level of service to all our customers.
We regret if you were left with the wrong impression regarding the behavior of our staff during the damage assessment process. Please be assured that it was never the station’s intention to make you feel uncomfortable. Our team’s role is simply to inform customers about any damage identified upon return and guide them through the standard procedures.
We would also like to clarify that damage charges are not determined arbitrarily by each station. We follow the globally recognized DAT damage assessment system to ensure fairness and consistency across all cases. In your instance, the charge reflected the official evaluation of the damage to the vehicle.
While we are sorry for the unfortunate incident, we must respectfully point out that the station cannot assume responsibility for any damage or issues that occur during a rental. The cost was transparently communicated to you, as required.
We appreciate your understanding and remain at your disposal for any further clarification.
Kind regards,
Avance team

Avance からの回答

2025年7月14日

Good afternoon,
We are truly taken aback by your comments and sincerely regret that you feel this way.
Please allow us to clarify: upon the return of the vehicle, the deposit was indeed released in your presence, and you signed the corresponding refund slip, which you have already received, as it was sent to you directly by the station. We have also advised you to contact your bank, as the timing of the release reflecting on your account depends on your card issuer's processing time, not ours.
Since the day of your return, there has unfortunately been repeated inappropriate communication and threats directed toward our station staff, which we find difficult to understand, especially given the transparent handling of your deposit.
Once again, we are sorry that you feel dissatisfied, but we firmly stand by the integrity of our processes and the professionalism of our team. Your comments do not reflect the level of service we continuously strive to provide.
Kind regards,
Avance team