[machogirl]

That response on FB was from the “JV team”. Must be interns. I can’t imagine a company in this AGE of social media posting that response.

[machogirl]

When I have looked on American Airlines FB, their Customer service responses on FB were along the lines of, ‘thank you for your concern, please message @(american airlines), etc.
Reading their FB post, I think that they started out ok defending their policy, BUT the end of their post was, very unfortunate.

[BIV]

I emailed Avis just now as follows:

Thanks for your response.
What specific aspects of your ongoing investigation suggests “that this customer is unfairly maligning us with unfounded allegations.” Video? Witness statements? Previous encounters with this former customer? What? Or, are you simply relying on the narrative proffered by your employees?
Overall, this, your initial response, strikes me as woefully tone deaf, and reeks of a “circle the wagons” mentality that will prolong Avis’ PR problems.
I hope you see to it that the facts relating to this unfortunate episode are determined objectively and reported in a timely manner.