Complaints

This profile includes complaints for Avis Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Avis Rent A Car

  6 Sylvan Way Parsippany, NJ 07054

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  Avis Rent A Car

  1460 Route 22 Watchung, NJ 07060

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  Avis Rent A Car

  15 Transportation Way Boston, MA 02128

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  Avis Rent A Car

  162 Boardman St East Boston, MA 02128

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  Avis Rent A Car

  1200 Airport Dr. South Burlington, VT 05403

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a rental car from Avis online for a trip on August 13, 2025. When I got to the pick up location in Burnsville MN, the representative told me that I didn't have all the requested documents needed to obtain the rental car. I should call customer service and request a refund for the rental. The following week I called and requested the refund. Since than I have not received my money yet. Each time I call them, I get a different story. All I'm asking for is what I'm owed.

• Initial Complaint

  Date:08/28/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Name: Avis Budget Group, Inc.
  Case #: ********
  Reservation #: ***********
  
  Complaint Summary:
  On July 14, 2025, I booked a rental car in New York City through **** Rentals, which was fulfilled by Avis. This was reserved weeks in advance, not same-day. Avis requested I complete pre-check-in steps the day before pickup, which I did (uploaded driver’s license and credit card).
  
  On August 14, 2025, just two hours before the scheduled delivery, Avis cancelled my confirmed reservation citing no available cars. Neither Avis nor **** offered me an alternative vehicle. I was forced to secure a last-minute ****** at nearly double the cost of the Avis rental.
  
  Despite my repeated outreach to both **** and Avis:
  
  Avis initially misrepresented my reservation as a “same-day booking” to deny responsibility.
  
  Avis Client Relations has acknowledged reporting the location for mishandling but has refused compensation.
  
  I have received inconsistent responses, including a voicemail from Avis’s executive office, but no follow-up despite multiple callback attempts.
  
  Two weeks have passed with no resolution.

• Initial Complaint

  Date:08/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle from Avis at Las Vegas and returned it to Los Angeles (LAX Airport) at **** * **** *** *** ******** ** *****. Rental agreement number is ********** I returned the vehicle using Avis’s designated drop box key return service. Despite following proper procedure, Avis has billed me for additional charges, claiming the return process was invalid for the total amount of $840.07. Details
  
  Avis customer service has now admitted that drop boxes exist and are an acceptable method of return at some locations. However, they inconsistently argue that the Los Angeles (LAX) location does not have a drop box and therefore charged me, contradicting both my experience and standard rental industry practice.
  
  Moreover, I repeatedly asked Avis representatives (including Johana from Customer Service) to escalate my case to management or an executive review, but these requests were ignored. I have called and emailed since July, but still no response from the management team.
  
  Despite acknowledging my written communications, Avis has not provided any investigation report or meaningful response. I specifically requested a written investigation report from the LAX location describing what efforts (if any) were made to verify the return before billing me.
  
  This inconsistency causes confusion and appears to be an unfair billing practice.

• Initial Complaint

  Date:08/27/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a cleaning fee for "Excessive Sand" in the vehicle. They shared photos after I had returned the rental and the car clearly has no floor mats and the sand was minimal and is considered normal wear and tear. The photos they took clearly show the sand was not excessive and should not warrant any sort of cleaning charge.
  
  I called to have the charge dropped but they negotiated a lower rate and told me to call back once my card is charged. I called back after the charge appeared on my card and then was told that the negotiated charge was 2x of what was agreed to between myself and the agent. They refuse to lower the charge to the negotiated rate previously agreed upon with the previous agent.
  
  This charge is out of line and should be credited 100%. This is case number ********

• Initial Complaint

  Date:08/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im a uber driver I rent cars from **** since June 2025 on a week to week basis. I was given a couple via email by **** so I presented it to the veteran counter *** *******. He decided to close the contract and start a new one. He had to make a mistake because instead of him taking the money off of the account that was on hold the money came right out of my account along with my normal hold. Originally $221 dollars was supposed to be taken from the payment of ****** from the contract was closed. It was ****** on hold already. Instead of been taken from the hold it was taken from my account plus the ****** that I usually extend my contract with and it put my account in the negative. He had to make a mistake.

  Business Response

  Date: 09/02/2025

  BBB# ********

  Avis case #  75262401

  Your file referenced above has been brought to our attention.
  

  We  have reviewed your rental and notes from your case.  By way of explanation authorization holds placed on our clients debit or credit card are released electronically when the contract is closed.  W apologize that the hold placed on your cars was not in line with previous **** contracts.  If the hold is still   pending we can contact your bank to have it released  manually.  We would need the name of your bank and their fax number to begin this process.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.  

  Sincerely,

  Avis Response Coordinator  

  Customer Answer

  Date: 09/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  My bank is STATE EMPLOYEE CREDIT UNION or **** fax number ************
  Regards,
  
  *********** ******

• Initial Complaint

  Date:08/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation *********** for a van on May 28, 2025 for a pickup at the Fairfield location on July 18, 2025 at 6pm and a drop off at *** airport for July 26, 2025 at 6pm. We were on the way to pick up the car and we’re halfway there when we got a call stating they didn’t have a van and to go to the airport (***) to pick one up from there. So we turned around and went to the airport. I went up to the floor and was told they didn’t have any and it’s first come first serve and they didn’t hold any cars back for reservations and to come back the next morning first thing to get one. They also told me to call customer service and get a new reservation and some form of compensation since I had used points for the reservation that I had been saving up for. I called customer service and I was on hold and was hung up on by 3 different people before finally talking to someone longer than 2 minutes. I had a new reservation and went first thing in the morning. They made the reservation (*********** )the same as I had before with a different car (which I was told that’s okay and they noted it should really be a van) to keep my pricing but told me to still go to *** instead of Fairfield. So I did. I went back up stairs and the lady who “greeted me” started with “ma’am I told you already I cannot help you and you need to leave.” To which I told her I have never talked to her before and she realized I was someone else and continued being rude and I asked if we could just have the expedition that was right next to me and she said it was reserved for someone later (which I was told the day prior they don’t do that). I talked to several people, was hung up on by 3 people who transferred me incorrectly before being told vans were recalled and I went home. I was told I could get 1 day of compensation. Mind you we were supposed to leave for vacation that day. We ended up leaving way late, unhappy, squished in a car that was way too small, lied to several times, and very angry.

• Initial Complaint

  Date:08/22/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had reserved this rental car booking ahead of time through a third-party site (*********) and had already paid upfront. When we arrived to pick up the car on Sunday, August 10th, we were asked to provide a card for the deposit. I asked the clerk several times if that was all we would be charged for (since we had already paid upfront) and the clerk confirmed several times that the deposit was all we would be charged for and that it would be back on our card a few days after dropping off the rental.
  
  However, come Thursday, August 14th, when we went to drop off the car, we were informed we were being charged an extra $242.79 for insurance and other add-ons that we did not agree to. You can see in my original booking through ***** that any extra insurance was declined (as we were insured for rental vehicles under our personal insurance) so you can understand my frustration that we were unknowingly charged for insurance when we had declined it.
  
  Furthermore, I immediately called customer service once we got to the airport, and was on the phone for quite a bit trying to get this worked out. That agent told me that they could at least lower the charge by 50%, and that I would be getting an updated receipt with that lower amount. I never got that updated receipt, and I was charged in full.
  
  I then reached out via email to customer service on Monday, August 18th, to explain the situation again and at least get the discount I was promised. I then had my time wasted emailing them back and forth for five days, where I was finally told that they would only be offering the discount on part of the charges (which was not relayed to me in the phone call I placed 8/14) and that there was nothing else they were willing to do.
  
  I think the practice of not being upfront what you are having customers sign for and telling then there will be no extra charges, and then lying about and not following through with discounts, and then wasting a customers time fighting it is very shady.

  Business Response

  Date: 09/09/2025

  BBB# ********

  Case: ********
  Rental: **********
  Reservation: ***********
  
  Your file referenced above has been brought to our attention. 
  

  We  have reviewed your rental and notes from your case.  Based upon the information you provided and the findings of our internal investigation, we have refunded the amount billed over your prepayment.  The credit issued to your **** card will post to the account within 3-5 days.  We have e-mailed a copy of the amended receipt to you under separate cover for your reference.   We apologize for the inconvenience this matter has caused.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs.  

  Sincerely,

  Avis Response Coordinator 

  Customer Answer

  Date: 09/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a vehicle and the vehicle broke down multiple times leaving myself with three kids and a disabled woman in the middle of the freeway. I called their roadside assistance. It was going to take too long after waiting about 30 minutes. Started the vehicle again and slowly drove to get a car replaced. When I got back to my destination I talked to the representative and she advised that they would give me a full refund. If I call customer service I call customer service and she says she was going to give me a refund. 2 weeks later I noticed I have not gotten a refund. I called in and supervisor told me that he cannot do anything for me and that they're going to deny the claim. I do want to get an apology from the company and I would also like my full refund as promised

  Business Response

  Date: 08/29/2025

  BBB #: ********
  Case: 74826815
  
  Dear ******* *****, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Avis values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Based upon the information you provided and the findings of our internal investigation, we have refunded the $271.03 back on your rental. Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions.  
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

  Customer Answer

  Date: 08/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:08/19/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed that I had not earned any points with **** even though I have rented from them for years. Upon calling customer support, I was told I had to "opt in" to receive points. This was never made clear when I created my account years ago and THERE WAS NO ABILITY TO OPT IN ON THE **** WEB SITE.This is a deceitful business practice. **** gave me credit for the last 6 months of rentals, but they said their records did not extend prior to that.

  Business Response

  Date: 08/29/2025

  BBB #: ********
  Case: 75433010
  
  Dear ****** ******,
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  **** values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.

  Our records show that you have been getting miles from your Frequent Travler Program, ******************  Unfortunately, you are only able to benefit from 1 program and your past rentals do not qualify for **** loyalty points.  If you would like to start earning **** points for your future rentals you will need to opt in for points which can be done in your **** app.  When you opt in for points you will not continue to receive miles from ****************** 

  Thank you for allowing us to assist you.

  
  
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

  Customer Answer

  Date: 08/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I appreciate their explanation.  ************ *** I spoke to on the phone explained that I could only be in one rewards program and that is why I wasn't getting points.

  Thank you ****,
  
  ****** ******

• Initial Complaint

  Date:08/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Regarding Refusal of Pre-Paid Service, Unsubstantiated Blacklisting, and Failure to Respond
  I am writing to file a formal complaint against Avis Car Rental LLC for a serious service failure and their subsequent refusal to meaningfully resolve the matter.
  * Date of Incident: February 16, 2025
  * Location: Avis at LAX, Los Angeles, CA
  * Consequential Financial Loss: $430.50
  
  Summary of Complaint:
  I had a fully pre-paid and confirmed rental car booking with Avis Car Rental LLC at LAX. Upon arrival with my family, including two children, Avis staff refused me the car, stating I was on a secret "Do Not Rent" list. This had never been communicated to me. We were left stranded and forced to pay for a last-minute alternative rental for $681.27, resulting in a direct consequential loss of $430.50. (My original fee of £195.91 was refunded by the booking agent, ****.***, and I am only asking for the out-of-pocket difference).
  Avis has provided contradictory reasons for this refusal. Their customer service cited a past payment dispute that was resolved in my favour. However, Avis officially told my booking agent, ****.com, that their "system does not have a recorded reason for the denial."
  Following my first letter of complaint, Avis customer service provided a dismissive, one-line response on March 20, 2025. Avis has since ignored all my formal, recorded-delivery letters of complaint which gave detailed evidence disputing their claims.
  I have filed formal complaints with multiple UK consumer authorities, including Citizens Advice and the Competition and Markets Authority (Ref: *********).
  
  Desired Resolution:
  I am seeking the BBB's assistance in mediating this dispute. I request a formal, substantive response from Avis Car Rental LLC, full reimbursement of my $430.50 in consequential losses, and written confirmation that my name has been permanently removed from their "Do Not Rent" list across their worldwide network, including sister companies Budget and Zipcar.