Manhattan, NY – UPDATE: Avis Apologizes, Says Documentation Policies Had Been Applied Inconsistently

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    New York, NY – One day after news broke that an Israeli customer had been refused service by Avis on the grounds that his identification was inadequate, the company’s corporate offices have confirmed that an apology has been issued and accepted.

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    As previously reported on VIN News, Dov Bergwerks, a long time customer of the national car rental chain, arrived at an Upper West Side Avis location on Saturday night to pick up a vehicle he had previously returned. Both the rental agent and an on-site manager told Bergwerks that his Israeli driver’s license was not an acceptable form of identification.

    Public outcry regarding the incident, which made the rounds on news sites as well as social media, has been loud and vehement, with many posts and comments on the company’s Facebook page expressing disbelief at the incident and vowing to boycott the company. An online petition calling for the firing of the two employees garnered over 1,300 signatures in less than one day.

    In a written statement emailed to Vos Iz Neias, Avis said that it had concluded its internal investigation and that an apology had been issued to Bergwerks, noting that its employees should have asked for a second form of identification in addition to his driver’s license.

    “ We have found that we have been inconsistent in applying our policies with respect to documentation requirements with this customer, who has rented from us in the past without providing a second form of identification. We are committed to providing an outstanding car rental experience to our customers and believe that we should have done better here. We have spoken with the customer and apologized for the misunderstanding that occurred as a result of this inconsistency in applying our documentation policy, and the customer has accepted our apology.”

    Avis said that it has never denied service to any customers based on religion or nationality and that it would take measures to ensure that all employees are better acquainted with the company’s standards regarding customer identification.

    “We reiterate our policy that we do not discriminate on the basis of race, gender, religion, national origin or sexual orientation. We intend to take steps, including additional training, to improve the consistency in our application of documentation policies.”

    No mention was made of whether any reprimands were issued to the two employees at the 79th Street location or whether any punitive actions had been taken in regard to the incident.


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    13 Comments
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    Reb Yid
    Reb Yid
    8 years ago

    When I go to Israel I’m asked for my US license as well as passport. You mean this guy was never asked for his passport before, and not even this time?

    thymely1
    thymely1
    8 years ago

    It is time to have AVIS experience a boycott it they don’t fire those two racists!

    8 years ago

    they must fire their employees will never rent from them again

    8 years ago

    Come on guys these workers are not the most highly educated fellows. When a guy walks in and only shows some foreign license then becomes agitated and provocative what do you want. Give them a break. This had little to do with racisim and has more to with ignorance.

    REALIST
    REALIST
    8 years ago

    They should’ve at least offered him free-rental-for-life!

    puppydogs
    puppydogs
    8 years ago

    Hope he sues for $15m like that terrorist clock kid did.

    PaulinSaudi
    PaulinSaudi
    8 years ago

    I am shocked, shocked I say that the people who work at a rental counter in New York are rude to tourists. This goes against New Yorkers’ well-earned reputation for civility and kindness to out-of-towners.

    BLONDI
    BLONDI
    8 years ago

    Don’t they have video tape in the rental place??? The customer used to be always right.

    MayerAlter
    MayerAlter
    8 years ago

    So “No mention was made of whether any reprimands were issued to the two employees at the 79th Street location or whether any punitive actions had been taken in regard to the incident.” Exactly as I said in a comment in a previous article about this: Avis will issue an apology and do nothing else. And Mr Teva will continue to act like an Israeli only now he has another flag to wave “I’m the heroic brave soldier who forced Avis to publicly apologize.”