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            ComplaintsforAirport Van Rental

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            Complaint Details

            Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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            Complaint Status
            Complaint Type
            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              On August 30, 2023 I scheduled a a van rental.I had problems with my credit card and , the security deposit was declined, however, my credit card was charged $241.94. for the rental. I was unable to rent. The van ***** was no contract signed company states they have a no refund policy. However once again there was no contract. This is fraud now I see this company has multiple complaints regarding the same thing..I was also never advise there was a no refund policy.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              Transaction date 07/14/23 with Airport Van Rental reserved Van online paid in full. Called to make sure all was covered at *******. Day before pickup they sent email with additional instructions and cost even after I called to make sure I had it correct. Their policy is payment was not refundable even before contract was signed or Van was picked up. They simply charged me ******* for absolutely nothing. Many people have experience this so they do the bait and switch tactics according to the one star ratings..Continuing to take people hard earned monies destroying plans with no resolution available. We planning to travel to our family reunion in ******* now we are not able to attend because they have taken ******* and wanted to charge what would amount to an additional appx ******* which was before our **** In gas...if we had known the total cost before hand we could have made a sound decision....Highly disappointed Family from ********** to *******.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              Rented a vehicle November 24 2022 to December 20, 2022. It was rented, driven and returned without incident. More than two months later they sent me a letter claiming nearly $2,000 in damages. The email in the claim does not work and I have not been able to get a description or photos of the supposed damage
            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              I made a reservation on 2/28/23 for a 15 van passenger. The reservation committed to me for pick up on Saturday and drop off Sunday. I had plans for a family field trip and 4 days prior to our tri they canceled my reservation due to the Rodeo in ******* **. I have no idea what that has anything to do with me as this is why you do a reservation and now have been unable to get a call back from anyone. You reserve to have a vehicle there for the dates scheduled. I think its very unprofessional and would like for my reservation to continue as i did reserve it and they are telling me that all are being used for rides on the rodeo. Thats the best excuse they could of came up with? Reservation Code is VRCON77712781. I did not receive an email that was canceled however they did leave me a voicemail. According to the voicemail a corporate company not returning van. How does that have anything to do with me?
            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              On 3/30/22 had reservation for a Van for 4 days, On their website, no one said the Van Rental wasn't at the Airport, so had to Call for a pick up had to leave my wife and 91 year old Mother at Airport, because strict COVID regulations they said. This was also not posted on their website. When I go to their location miles away from the airport ( NO ONE WEARING MASKS) They did not have a Van for us, wanted to give us a Large one Did not want it. Than they said they had one. It was very dirty, smelly, missing outside car moldings and after I drove it frontend Rattled terribly. SOUNDED UNSAFE.....after going to airport to pick up wife and mother ,went to return Van they would not replace Van and no refund. Showed them how bad it was employee canceled the rental called her Manager he came and told us to GET OFF HIS PROPERTY ,asked for a ride back to airport he said to take MY WHITE PRIVILEGE AND GET OFF HIS PROPERTY....So there me my wife and 91 year old mother stood on the street with no ride or refund.... in the middle of no where. Never have been treated so rude before. The worst business people I ever meet . I would hope that AVS van rental cooperate office is aware of how this location is ruining their good name. NEVER AGAIN WILL MYSELF ,FAMILY ,FRIENDS, OR ANYONE ELSE I CAN TELL WILL EVER DO BUSINESS WITH SUCH A RAICEST, AND DISRESPECTFULL BUSINESS. BEWARE ONE AND ALL !!!!!!!!
            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              I rented a van from Airport Van Rental for my family's trip to California in March 2022. During the check-in process, I was informed by Anna, the customer service person, that the having a "direct" insurance policy for the van rental was mandatory. Anna, told me that it was mandatory, pointing to a a hand-written sign on the wall. I told her that it was not mandatory. I have personal car insurance that covers rental and my credit card company provides coverage also. She informed me that those do not apply and I needed to purchase the insurance or else the van would not be released. I protested throughout the entire interaction; however, I needed to use the vehicle and only purchased under duress (I was traveling with my family and needed to be somewhere) and on the condition that I was going to contact the corporate office and get a refund if it was not mandatory. I was charged $350.58 for this "mandatory" insurance. After my trip, I contacted Alicia Iosefa, LAX General Manager, and she wrote: As for the Collision it is NOT MANDATORY to purchase... I requested a refund due to the incorrect information but I've only been getting the runaround. The YELP page of Airport Van Rental has customers posting similar experiences. In fact, the customer ahead of me was arguing with Anna about the mandatory need to purchase insurance. I have asked my credit card company, AMEX, to investigate the charge; however, this will take time. I would appreciate the company reversing the charge immediately and to retrain their employees about immediately stopping this illegal and fraudulent practice. Furthermore, I've opened up a complaint with California's Department of Consumer Affairs. This is an unfortunate event of exploiting travelers.
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Unanswered
              I rented a 12 passenger van for 7/15/21 at the ****** location for our family vacation. I was quoted a price of $xxxx online when I reserved the van. They charged me $200 more at the counter. As there were no other vans available, we had to take this particular one. I also reserved a car seat with Will on July 11, 2021. I confirmed twice with him. He assured me that one would be available. There was not a car seat waiting for us. We had to buy our own. The manager said that *** would reimburse us for the car seat but we have yet to receive reimbursement. The van itself was old and rickety. Falling apart with huge crack in the windshield. Terrible to ride in. The rental was more than 40% of our entire trip costs. Tried to find a corporate phone number, email and address but could not find anywhere online. Wrote them a physical letter that was returned to me today: address unknown.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              I rented a van from AVR Atlanta on 5/13 for the period of 5/13-5/16. Upon attempting to return the van after hours on Sunday night, I received no response. Monday morning, I was directed to leave the vehicle with a designated drop off lot, and upon arrival they would not accept it based on lack of information from the shop about the return. I was then directed to return the van to a secondary location, wherein the keys and ticket were accepted by the proprietor of the parking location, saying they were expecting the return. Following this, I inquired as to why my credit card was being charged daily in excess of 250$ a day. They responded that they did not have record of the van being returned. I have proof of return on the date specified. They now have submitted an invoice detailing my financial culpability for the days of 5/13 through 5/21.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              I rented a van. Got a quote for 203$ for 4 day rental. I got there and they charged a deposit without even telling me. The van I was given was old dirty smelly and didn't have any gas in it. The following day it broke down in Los Angeles. Mind you I'm with my kids and grandson. All female party in a city I've never been and know no one! I call ans call and call "roadside" and no one answered or called back. Not even the following day. I had called the office the same day it broke down and requested a new van. They refused. I had to take a Lyft 100$ to LAX to get a new van. The manager said she would reimburse me for a day and for the Lyft from corona to LAX. Texted her many times and she says she checking on it. Still no refund. These people take big time advantage of tourists. Very shady and dishonest. Not even a star. Would not recommend. Very unprofessional and not easy to deal w. When you try to complain the ladies pretend to have broken English. Bad bad company. All around !
            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              I booked a car rental with this company on March 15 2021. The company called me the DAY of pick up to let me know that there were no more cars available and had to cancel my booking and I would receive a full refund. I WAS PROMISED A REFUND. it is over 3 weeks now and I still do not have a refund ($400!!). I need the money I was promised. I have called customer service several times and no one has a consistent reason about the delay of my refund. I filled out the forms required for the refund still no response. I spoke with the manager ****** once and he promised to follow up with me and 7 days later still no response. I want my money back NOW. This company is shady and not honest about not refunding my money. I will be filing a complaint with the FTC also.

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