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

• 

  Avis Rent A Car

  1460 Route 22 Watchung, NJ 07060

• 

  Avis Rent A Car

  1 Newbury St Peabody, MA 01960

• 

  Avis Rent A Car

  162 Boardman St East Boston, MA 02128

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  Avis Rent A Car

  5 Transportation Way Boston, MA 02128

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:08/02/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 car from **** at the **********************. They said that I needed insurance. After I left the airport I contacted my insurance company and found that I did not need to get it from ****. I contacted **** and asked them to remove the insurance. I was told that I would get a credit of $405.86 because they removed insurance. The case number is ********. I have yet to receive the credit and they tell me that they cannot issue a credit. Had I known that they werent really going to give me the credit I would have returned the vehicle immediately and gone elsewhere. We were on a two week vacation. Car was picked up June 24 in *** and returned to ******** July 8, 2025. I cancelled the insurance when I was finally able to reach someone on June 26.

  Business Response

  Date: 08/02/2025

  BBB# ********

  Avis case #  73693622

  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 insurance charge billed on your rental.  A credit of $530.99 has been issued to your Visa  account.   The credit 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

• Initial Complaint

  Date:07/31/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 prepaid for a rental in ****** however they charged me the rate when I returned the car because of the conversion rate

  Business Response

  Date: 08/01/2025

  Avis Case#  68117713
  Rental:E261984251

  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********
  
  Avis values our relationship with travelers and always strives to do the right thing. We apologize for any inconvenience this matter has caused.
  
  We have reviewed your Complaint and your case, and we thank you for taking the time to contact us regarding your billing concern with your international rental. 
  
  We apologize for any inconvenience this matter has caused and we are happy to assist you with this matter. Your information has been forwarded to our *********************** Resolution 
  Specialist Team for review with the rental country. 
  
  The specialist will research the matter and contact you if any further information is required or upon resolution. Once we have received a response from their office we will advise accordingly.
  
  We appreciate your patience during our investigation.
  
  Sincerely,
  
  ABG Client Relations
  Escalation Team
  ***********************

• Initial Complaint

  Date:07/31/2025

  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.

  As an **** prefered customer (renting for a long time), i am given an ****** sedan (about 40k miles on it - no problem). when i enter in the car, it was smelling like sweat and initially i thought it was coming from me. car tank was not full. i went out and guard told me to go back and get tank full. i was getting late for a wedding i was suppose to attend. i went back and got gas full which should have been full to begin with. now i am on the road and i am smelling that sweat smell all over and realized that car was full of smell from steer wheel to seats. i had to stop by and get it cleaned by stopping at a gas station using wipes. on the back side there were some chips wrappers. next problem was the car was running very heavy - as if it was running with chock on. it was loud and was at a point that it was causing some headche. i drove sometime keeping window open but there was some problem. throughout my journey of 250 miles, i had to suffer through this. i tried not to drive this car when i got to wedding and was embarrased to even ask any relative sit in that mess. on my way back half way through splash shield from the bottom came loose and started hitting the ground. i was so nervous coz i did not know what was that sound. i kept stopping and tried to understand if tire is flat or some other major issue with tire bolt or what. i end up stopping at a gas station and some gentleman found the hanging plastic piece hitting the ground. he ofcourse refused to touch it but i had to somehow snap it against another piece so i could keep driving. when i reached at drop off, i wanted to complaint but it was heavy rain so could not understand what to do and no employee was around but a bus. when i called customer service they offered me a free day rental which is not acceptable. please check the car which was given to me, validate all my complaint points and refund my money for the h*** i went through out my journey. very shameful experience. refund my money.

  Business Response

  Date: 08/01/2025

  BBB ID: ********

  **** Case: 74660962

   

  Dear ****** *****, 

  At **** Budget Car Rental ********** we are disappointed to learn whenever a customer has found some aspect of their ********************** experience unsatisfactory. Reports such as yours enable us target areas of improvement. 

  We take pride in providing a clean well maintained vehicle. We apologize for what you have reported about the condition of the ****** model. A report with your comments has been recorded and sent to the Detroit operations management to review with instructions to maintain service standards. 

  Although we are unable to approve the requested compensation due to the vehicle representing a value during the hire. In an effort to demonstrate our apologies we have submitted an adjustment to lower the charges. The transaction will post on **** account number ending ********. 

  Please note the higher charge may post before the adjusted amount. Should that occur a monetary credit for the new adjusted sum $213.77 will post within 48 business hours. 

  We appreciate your taking the time to apprise us of the experience. Only by being made aware of an issue can we correct it. 

   

   

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

  Customer Answer

  Date: 08/01/2025

  [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:07/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 on 6/29. The amount charged was for $114.80 for the dates of 7/5-7/8. On 7/8 we were heading back home and the tire blew out. There was no spare in the trunk. I reached out to ****. They sent me a voucher for an ***** They were not an available in the area I was in. I didnt find that out until 3 hours later. They sent a tow truck to pick up the car. The state trooper had to take us to the nearest gas station making two separate trips because it was 4 of us with luggage and other belongings. we still were not in an area for ***** We had to hitch hike a ride with a complete stranger to get to the closest **** to get another rental I am now receiving a charge on my credit card on 7/26 for $444.94 for road side assistance. I would like to request all the money back for all of the inconveniences that were caused on the trip. Being stranded on the side of the road for over 3 hours, they were there to pick up the car before someone came to pick us up. I spoke to 4 different associates that didnt seem to care about us being stranded. Spoke with a manager also was hung up on

  Business Response

  Date: 08/01/2025

  **** Case: 74022649
  
  Regarding the aforementioned BBB complaint 23681170
  
  We appreciate you bringing this billing discrepancy to our attention. We understand the importance of resolving billing issues promptly, and we apologize for any inconvenience this matter has caused you. 
  
  Based on the finding of our internal investigation, our records reveled that the tire charges in the amount of $444.94 has been reversed to the card used on file. 
  
  Please accept our sincere apologies for any inconvenience this matter has caused. 
  
  Sincerely,
  
  ABG Client Relations 
  Escalation Team
  *********************** 

• Initial Complaint

  Date:07/30/2025

  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.

  I rented a car from Budget Rent A Car at ***************************** from July 18 to July 24, 2025. After waiting over 2.5 hours in line due to severe understaffing, I was given a car that was dirty and smelled strongly of cigarette smoke. I immediately reported the smell to the lot attendant and the exit booth attendant, who entered a note in his handheld device and confirmed the issue was documented.I do not smoke, and no one smoked in the vehicle during my rental. During the trip, the vehicle also suffered a flat tireand displayed two engine warning lights. Upon return, the agent told me everything was good to go. I submitted a review on July 28 describing these issues.On July 30, I received a notice that I was being charged a $450 cleaning fee for smoke which I had reported at pickup. This appears to be retaliation for my honest review, and is completely unjustified.Budgets conduct is dishonest and predatory. I request that the charge be reversed and that my record reflect the correct condition of the vehicle when picked up.

  Business Response

  Date: 08/01/2025

  BBB# ********

  Budget case # 74314072

  Your file referenced above has been brought to our attention.
  

  We  have reviewed your e-mail and notes from your case.   Based upon the information you provided and the findings of our internal investigation, we have stopped the billing for the cleaning charge.  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 the opportunity to be of assistance to you.  
  

  Sincerely,

  Budget Response Coordinator 

  Customer Answer

  Date: 08/01/2025

  [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:07/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 on 7/27 for two days. When returning the vehicle on the 28th (1 day early) there was no one at the counter so the keys were left on the desk. Later that day, I was charged $450.00 for a cleaning fee. Upon asking what that cleaning fee was for, they stated that the location provided ample documentation stating that it was smoked in. My 70 year old father has not smoked a day in his life. I have asked for the documentation as there was no smoking in the vehicle and I find it hard to believe that "ample documentation" was truly provided. This $450 needs to be removed as the total for less than 48 hours is over $900.

  Business Response

  Date: 08/01/2025

  BBB ID: ******** 

  Avis Case:  74590687

   

  Robert  BAARDSETH, 

  We have reviewed your rental and the notes from your case. We are engaging the ********* operations Management to investigate the issues you raised further. When we receive a response from their office you will be notified.  We appreciate your patience during this process.

  
  
  Thank you for giving us the opportunity to be of assistance to you.

   

   

   

  Regards, 

   

  Customer Resolution Coordinator 
  
  

• Initial Complaint

  Date:07/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 am writing to formally express my frustration regarding a recent experience I had attempting to reserve a rental vehicle with ***** I am a firefighter with the ********************, and we receive a corporate discount through DC HR as part of our employment benefits.On July 30, 2025, I attempted to book a rental vehicle through the **** website. Initially, I searched without entering my company discount, and the rate displayed was $506. I then accessed the site through our company portal and entered our designated discount code, only to find that the price remained the same. It appears that my company discount is not being applied, which defeats the purpose of having a corporate ********** address the issue, I called **** customer service and was connected to a representative named **** (***) at approximately 12:00 PM. I explained the problem and requested to speak with a manager, but my request was denied. I remained on hold for about 20 minutes during this process, at which point I began recording the call due to the lack of progress and unprofessional behavior.**** was dismissive, unhelpful, and unprofessional in his tone. When I asked him to escalate the matter or transfer me to a supervisor, he abruptly asked, Do you want the vehicle or not?which I found extremely rude and unacceptable for a customer service representative. I reiterated that I wanted the issue with the discount resolved and requested to be connected to someone from your customer escalations team. My request was not ********** an employee of a government agency that partners with ****, I should be able to utilize our agreed-upon discount without unnecessary barriers or disrespect. This experience left me frustrated, and I am very disappointed in the level of customer service provided.Thank you for your time and attention. I look forward to your prompt response.Sincerely,******** ***** Firefighter, ******************** *************

  Business Response

  Date: 08/01/2025

  Case 74687560
  
  Thank you for allowing us to address your concerns regarding the BBB complaint 23676272
  
  ***************** values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Unfortunately, we are unable to investigate the matter you have described, therefore, please provide us with your company discount number so that we can review and make our determination.  
  
  You may feel assured that as soon as this information is received, we will give the matter our immediate attention. 
  
  Thank you in advance for your cooperation. We look forward to hearing from you shortly.
  
  Sincerely, 
  
  ABG Client Relations
  Escalation Team
  **********************.

• Initial Complaint

  Date:07/30/2025

  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.

  I reserved and prepaid for a rental at **** #********US6 for May 10 - 17. I arrived at the ********, *************** location to pick up my reserved car. I was told that there were no cars available and hadn't been all night. I would have to take a car service *********** to my hotel and call in the morning to see if any cars were available. I called the next morning and was told that there were no cars available and that my reservation would be cancelled. I finally found another car at another rental company and had to take a car service to pick up the car. I called and spoke to **** customer service and was told that they would reimburse me for my rides with the car services and the difference I had to pay for the rental car I was able to rent through another company and what my original rental cost would have been with **** ($251.31). I have spent 3 months dealing with **************** managers lying to me that the refund was being processed. Today I was told that the refund will never be done and all the manager could do was give me a voucher for 2 days off of my next rental.

  Business Response

  Date: 08/01/2025

  BBB #: ********
  Case: 72570145
  
  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 on the details provided an our internal review, we have processed a refund of $214.00 back to the card ending in 8696. Please allow up to 10 business days for this refund to post. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

  Customer Answer

  Date: 08/01/2025

  [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.

  Very disappointed that **** didn't resolve this matter without me having to file this complaint. 

  Regards,
  
  **** ******

• Initial Complaint

  Date:07/29/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Was told when I picked up rental as long as I returned it by 6 p.m 7/5 with the same amount of fuel as pick up I would be refunded $200 deposit..

  Business Response

  Date: 08/01/2025

  BBB #: ********
  Case: 774208250
  
  Dear ****** ******,
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  

  Avis 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 your original hold was in the amount of $399.25 and the amount of your rental was $255.18 and $144.07 was released back to your card.  Please note that a hold will not show up as a credit, it will just release the pending charges and the funds become available in your account. 

  Thank you for allowing us to assist you. 

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

• Initial Complaint

  Date:07/29/2025

  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.

  Called customer service a few times and was just brought in circles with no resolution. Was asked to contact customer service email to resolve but they have only given AI responses that are not informative or helpful. I hope going this route will actually result in some sort of answer or actual resolution.I am trying to book an upcoming trip with points, and it is not working. I need a car for a Maui trip (OGG is pick up and return. 8/27 @1130a - 9/1 @11a). Website is not letting me nor is reservation phone line. I have booked this trip with points about a year ago with no issue. I have read through all current terms and Maui is not on the list of non-participating locations nor is there anything else explaining why I cannot do this. I tried other locations just for fun and cannot book with points there either. I use **** due to point collection and member status. If I cannot use those points, then I have been renting with them for years under false pretenses. This is a very dirty practice and I have attempted to resolve with company directly but they have no care for customers time or concerns. (which is also against their mission statement.)

  Business Response

  Date: 08/01/2025

  BBB #: ********
  Case: 74469441
  
  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.
  
  Our records show that you advised our **************** Team that this issue has been resolved. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

  Customer Answer

  Date: 08/04/2025

  I wanted to inform you that I was able to resolve the issue related to complaint ID ********, an issue I was having with ***** I was not informed by them as to why I could suddenly do what I was trying to do but tried this morning just to see and everything worked as i originally expected it should. 

  
  

  Their customer service is still unhelpful but being able to do what I should've been able to do from the start is, at the very least, acceptable. 

  
  

  Thanks so much for your time and effort to help resolve this issue. 

  
  

  I believe this case can be closed.

  
  
  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,
  
  ***** *******