Avance Arvostelua 359

Vastaus yritykseltä Avance

7. elok. 2025

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

Vastaus yritykseltä Avance

25. heinäk. 2025

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

Vastaus yritykseltä Avance

23. heinäk. 2025

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

Vastaus yritykseltä Avance

18. heinäk. 2025

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

Vastaus yritykseltä Avance

18. heinäk. 2025

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

Vastaus yritykseltä Avance

14. heinäk. 2025

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

Vastaus yritykseltä Avance

14. heinäk. 2025

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

Vastaus yritykseltä Avance

11. heinäk. 2025

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

Vastaus yritykseltä Avance

11. heinäk. 2025

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

Vastaus yritykseltä Avance

9. heinäk. 2025

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

Vastaus yritykseltä Avance

8. heinäk. 2025

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

Vastaus yritykseltä Avance

4. heinäk. 2025

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

Vastaus yritykseltä Avance

3. heinäk. 2025

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

Vastaus yritykseltä Avance

26. kesäk. 2025

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

Vastaus yritykseltä Avance

24. kesäk. 2025

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

Vastaus yritykseltä Avance

24. kesäk. 2025

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

Vastaus yritykseltä Avance

18. kesäk. 2025

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

Vastaus yritykseltä Avance

17. kesäk. 2025

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