Avance レビュー 

Avance からの回答

2025年7月11日

Good morning,
We regret your comments, as according to the signed documentation—already forwarded to you—you confirmed that our company processed the return of the security deposit on the day of your vehicle’s return, as agreed.
We kindly suggest that you contact your bank directly to follow up on the transaction and request expedited processing if necessary, as we do not have the authority to intervene or communicate with your bank on your behalf.
In light of this, we do not understand your assessment or the aggressive tone of your message, given that our obligations have been fulfilled.
Kind regards,
Avance team

Avance からの回答

2025年7月11日

Good afternoon,
Thank you so much for taking the time to share your experience – especially after having initial doubts. We're truly glad we could exceed your expectations and provide you with a smooth and friendly service. It means a lot to our team to hear that you felt well taken care of, from pick-up to return.
Your kind words and recommendation are greatly appreciated. We hope to welcome you again in the future.
Kind regards,
Avance team

Avance からの回答

2025年7月9日

Good morning,
Thank you for your feedback. We are truly sorry to hear about your experience, as our top priority is always to provide the best possible service to our customers.
However, we would like to clarify a few points you mentioned.
If your booking was made through Check24, as you indicated, and you selected additional insurance through their platform, the procedure is as follows:
The extra insurance is provided by Check24—not directly by the rental company. As stated on their website, in the event of any damage, the customer is required to pay the rental provider for the damage first. Then, with the proper documentation (rental agreement, damage report, invoice, etc.), the customer can submit a claim to Check24 to be reimbursed, provided they have chosen the additional coverage. It is the customer’s responsibility to read and understand the terms of use of this additional insurance. The rental provider is not liable for how third-party insurance works. Therefore, the damage must be paid directly to the rental provider, and then reimbursed by Check24 if applicable. We sincerely regret any confusion that may have occurred due to a misunderstanding of these terms, and we are happy to hear that Check24 was able to successfully assist you and refund the amount.
Thank you for giving us the opportunity to explain our position and clarify the issues that arose. We hope to serve you again in the future.
Kind regards,
Avance team

Avance からの回答

2025年7月8日

Good morning,
Thank you very much for your kind words. We're glad you had a positive experience, and we truly appreciate your feedback.
Kind regards,
Avance team

Avance からの回答

2025年7月4日

Good afternoon,
Thank you for taking the time to share your feedback.
We would like to sincerely apologize for the negative experience you had with the first vehicle. Providing a car with issues such as a faulty handbrake or broken seat adjustment is absolutely not in line with our standards, and we regret that this situation occurred. Your safety is our top priority.
We are glad, however, that our team responded immediately and provided you with a replacement vehicle — a Renault Clio with only 18,000 kilometers, which, according to our records, had no mechanical or functional issues. You used this vehicle for 9 days without reporting any problems, which suggests it performed reliably during your rental period.
We regret that the exterior condition of the replacement vehicle did not meet your expectations. On islands like Tinos, due to challenging road conditions and frequent use, some cosmetic wear is unfortunately more common — even on technically sound vehicles.
Despite the initial inconvenience, we hope you were able to enjoy the rest of your holiday, and we would welcome the opportunity to serve you again under better circumstances in the future.
Kind regards,
Avance team

Avance からの回答

2025年7月3日

Good morning,
Thank you for your kind words. We're thrilled to hear you had a great experience with Avance in both Paros and Naxos. It's great to know the upgraded vehicle in Paros and the early airport return in Naxos made your trip even smoother. We really appreciate the recommendation and hope to welcome you again on your next visit in Greece.
Kind regards,
Avance team

Avance からの回答

2025年6月26日

Good afternoon,
Thank you for your feedback. We are sorry to learn that your experience did not meet your expectations.
We would like to take this opportunity to clarify that salt stains, particularly those caused by wet swimsuits, towels, or beach-related moisture, cannot be removed through standard cleaning procedures. Such instances require specialized bio-cleaning, which incurs an additional cost. As outlined in our rental agreement, vehicles must be returned in approximately the same condition in which they were received in order to avoid extra cleaning charges.
We strive to maintain full transparency with all our customers, and all relevant terms and conditions are clearly stated both on our official website and in the signed rental agreement.
Nonetheless, we remain at your disposal and would be pleased to welcome you again in the future, with the hope of providing you a more positive and seamless experience.
Kind regards,
Avance team

Avance からの回答

2025年6月24日

Good morning,
We are sorry for your comments, as our priority is the best customer service.
Please allow us to clarify that each customer is informed upon vehicle pick-up regarding the standard insurance coverage included, as well as any optional additional coverages available. It is entirely at the customer’s discretion whether or not to select these additional options.
Upon return of the vehicle, damage was found that was not present at the time of the pick up. You were duly informed of this, the damage was shown to you, and you signed the relevant documentation acknowledging the issue.
Kindly note that all our vehicles are repaired according to our own schedule—not based on individual customer preferences. As rental vehicles, it is imperative that they remain in proper condition and are repaired in a timely manner to continue serving other customers, and for this reason, delays in repairs are not feasible.

As damage occurred during your rental period, you were responsible for covering the cost, in accordance with the terms of the rental agreement. Therefore, we do not understand the basis of your claims or the accusation of dishonesty, which we find both inaccurate and unfair.
Once again, we regret your dissatisfaction and thank you for giving us the opportunity to clarify our position.
Kind regards,
Avance team

Avance からの回答

2025年6月24日

Good afternoon,
Thank you for your feedback. We're sorry to hear you were unhappy with your experience.
We’d like to clarify that salt stains, especially from wet swimsuits or towels, do not come out with standard cleaning and require a specialized bio-cleaning process. As stated in our rental agreement, vehicles should be returned in approximately the same condition they were received to avoid additional cleaning charges.
Regarding our staff, we strive to communicate clearly and professionally with all our customers. The colleague professionally explained to you in detail the process of removing limescale from the seats, the time required. She even printed out the necessary procedure for you in detail, informed you that the car would not be driven for a day to dry the seats, showed you the terms of the contract you had signed, etc. At no point was there any intention to be rude —our colleague was simply explaining the situation and the relevant policy, which you repeatedly refused, until you addressed the employee, mentioning that she should clean it with a cloth and that, if the station proceeds with charging for the damage you caused, you would proceed accordingly with a negative review. We sincerely regret your comments.
As stains occurred during your rental period, you were responsible for covering the cost, in accordance with the terms of the rental agreement. Therefore, we do not understand the basis of your claims, which we find both inaccurate and unfair.
Once again, we regret your dissatisfaction and thank you for giving us the opportunity to clarify our position.
Kind regards,
Avance team

Avance からの回答

2025年6月18日

Good afternoon,
We would like to clarify that our company operates with full transparency and in accordance with established procedures. We never provide our customers with inaccurate or misleading information. Every customer is clearly informed about the insurance coverage included with their rental vehicle at the time of booking, as outlined in the confirmation voucher they receive upon completing their reservation.
Upon delivery of the vehicle, it is standard procedure for our staff to explain the insurance coverage provided based on the reservation made. Additionally, our team informs each customer about the optional insurance upgrades available. The decision to purchase any additional coverage is entirely at the customer’s discretion. At no point do we apply pressure or require customers to opt for supplementary insurance.
From your comments, it appears that you voluntarily selected additional insurance coverage at the rental desk. If there was any misunderstanding or if the terms and conditions provided on the partner website were not fully reviewed prior to booking, we sincerely regret any confusion that may have arisen.
Given the above, we are concerned by your comments and the negative review, which seem to stem from a misunderstanding rather than any fault or misrepresentation on our part.
Kind regards,
Avance team

Avance からの回答

2025年6月17日

Good afternoon,
We sincerely regret the unforeseen event you encountered. However, as we have already informed you repeatedly both by phone and in writing, our company is not in a position to foresee or be responsible for random incidents that do not fall within the scope of basic vehicle maintenance.

Nevertheless, our company's response was immediate and effective, offering you the best possible solution, in order to continue your journey without any problems. In addition, we proceeded to compensate the battery, while you were also provided with an additional discount, as a sign of goodwill and respect for the customer.

Therefore, we are unable to understand the persistent defamation of our company, as well as the repeated and unjustified aggressive attitude towards us.
Kind regards,
Avance team

Avance からの回答

2025年6月11日

Good afternoon,
First of all, we would like to express our sincere regret for your comments. Our priority is always to serve our customers better. We would greatly appreciate it if you could forward us some details of your rental (service station, driver name, rental contract, etc.), to customer-service@avance.gr, so that we can investigate it further and understand your comments.
Kind regards,
Avance team

Avance からの回答

2025年6月12日

Good morning,
We're truly sorry to hear about the inconvenience you experienced with the car battery during your stay. We understand how frustrating it can be to lose valuable vacation time dealing with unexpected issues.
Our company always strives to support our customers in any unforeseen events with the most immediate and practical solution, aiming to minimize disruption as much as possible. In this case, as we understand, that you were advised from our call center to go to the nearest store to replace the battery, and were informed that you could pay for it upon your return. Unfortunately, since there was no nearby location where we could directly replace the vehicle, this was the fastest option available to get you back on the road.
Battery issues fall under unforeseen events, as it's not possible for us to predict how a vehicle will be used during each rental, and such wear can vary from case to case. Nonetheless, we sincerely regret the inconvenience caused and thank you for your understanding. We hope the rest of your trip was enjoyable, and we'd be happy to welcome you again under better circumstances.
Kind regards,
Avance team

Avance からの回答

2025年5月21日

Good morning,
Thank you for taking the time to share your feedback. We are truly sorry to hear that your experience with our Kefalonia branch did not meet your expectations.
We would like to clarify that AVANCE Car Rental does not impose arbitrary charges under any circumstances. Our stations operate strictly under the internationally recognized D.A.T damage assessment system, which ensures transparent, standardized, and fair evaluation of all vehicle damages.
With respect to the charge referenced, we wish to clarify that it is not procedurally or operationally feasible for a fee of 2000€ to be levied for a minor surface scratch, as described in your review. Any such charge would only be applied in cases involving substantial damage, and only following a comprehensive assessment conducted in accordance with the D.A.T. system. All findings are thoroughly documented, and a detailed damage report is available to the customer upon request.
We regret any delays during the vehicle return process and understand the importance of a smooth and timely experience, especially when heading to a flight. This is not the standard of service we strive to provide, and we will be looking into this matter further with the local team.
Thank you for giving us the opportunity to explain our position to you and clarify the issues that arose. We hope to serve you again in the future in order to be fully satisfied with our services and without any unexpected events.
Kind regards,
Avance team

Avance からの回答

2025年5月19日

Good afternoon,
Thank you for taking the time to share your feedback. We regret to inform you that we believe your comments do not accurately reflect the standard of service provided by our company.
On April 26, 2025, you received a Fiat 500X, which was in the DX category as per your selection. The vehicle had undergone a thorough inspection and was found to be in excellent mechanical and functional condition.
On May 2, 2025, six days after receiving the vehicle, you informed the station that the orange engine warning light had illuminated. Following your report, the station conducted an assessment by asking the necessary questions and reassuring you that the vehicle was functioning properly and showing no signs of malfunction. As explained, the warning light may have been triggered due to poor fuel quality or a minor piece of debris detected by the sensor. In such cases, the warning light typically resets after refueling or when the debris is cleared.
It is important to note that modern vehicles, being heavily electronic, are highly sensitive. Even the smallest debris can cause the warning light to activate temporarily. At the time of the incident, you were in Chania, and you mentioned your intention to visit the Chania station for a vehicle replacement, as you preferred not to drive with the warning light on. You were informed that, unfortunately, the Chania station, being a partner location, does not have the authority to provide a replacement vehicle.
As per our policies, since the vehicle was fully operational, we requested that you needed to return to the station, in order to provide you with a replacement vehicle, according to your request. The station performed a free category upgrade and provided you with a Peugeot 301, model 2021, as we always take our customers' preferences and comments seriously and always strive for the best service. You kept the new vehicle for another 6 days.
According to all of the above, unfortunately we do not understand your comments and we sincerely regret any dissatisfaction you expressed.
Kind regards,
Avance team

Avance からの回答

2025年5月14日

Good morning,
Thank you so much for your kind words. We're thrilled to hear you had a great experience with us in Kefalonia. It's always our goal to provide reliable cars, affordable prices, and friendly service, so it’s wonderful to know we delivered on all fronts. We really appreciate your recommendation and look forward to welcoming you again on your next visit.
Kind regards,
Avance team

Avance からの回答

2025年5月12日

Good morning,
We're glad to hear you had a smooth experience with our service in Chania. It's great to know the fast dispatch, friendly staff, and easy return met your expectations. We hope to welcome you again on your next visit.
Kind regards,
Avance team

Avance からの回答

2025年5月8日

Good morning,
Thank you so much for your kind words and recommendation. We're thrilled to hear that you were happy with the service and that the Nissan Micra exceeded your expectations. It's great to know that our team's professionalism and efficiency made a positive impression. We truly appreciate your feedback and hope to welcome you again on your next visit to Kos.
Kind regards,
Avance team

Avance からの回答

2025年4月2日

Good morning,
We are sorry for your evaluation, as well as your comments, as we do not want dissatisfied customers under any circumstances. You sent a correspondence stating that the vehicle was dirty, but also that the tire pressure, in your opinion, was not correct. Always taking our customers' comments seriously, we checked what you reported and forwarded you the corresponding photos of the vehicle that were taken during the delivery of the vehicle in your presence, at Athens Airport. The vehicle was not found to be dirty, according to the photos, but also according to the photo of the dashboard, the tire indicator was not on, as they explained to you in writing, new generation vehicles have electronic systems, where in case of lack of air in the tires or in general if a problem with the tires is detected, the tire indicator on the vehicle's dashboard immediately lights up. You had the vehicle at your disposal for 4 days without expressing any issue upon delivery of the vehicle, nor during the duration of your rental, as in any case the station would try to do the necessary, in order to do its best to satisfy you. We sincerely regret that our response did not meet your requirements, but we felt that we had to explain our position to you and clarify the issues you mentioned, according to the photos that were available.
Thank you for giving us the opportunity to explain our position to you once again and we hope that no bitterness towards our company will remain, so that we can serve you again in the future and fully meet your requirements.
Kind regards,
Avance team

Avance からの回答

2025年2月17日

Καλημέρα σας,
Ευχαριστούμε για τα ευγενικά σας σχόλια. Χαιρόμαστε που ικανοποιηθήκατε από τις υπηρεσίες μας και ευχόμαστε να σας εξυπηρετήσουμε ξανά σύντομα. Παρόλα αυτά, να σας ενημερώσουμε πως προσπαθούμε πάντα να είμαστε ξεκάθαροι με τους πελάτες μας και τους ενημερώνουμε με τους όρους της εταιρείας μας για να γνωρίζουν τις ενέργειες που χρειάζεται να ακολουθήσουν εκ των προτέρων.
Με εκτίμηση,
Η ομάδα της Avance