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

  28 Newark Airport Newark, NJ 07114

• 

  Avis Rent A Car

  299 Godfrey Blvd Bangor, ME 04401

• 

  Avis Rent A Car

  5 Transportation Way Boston, MA 02128

• 

  Avis Rent A Car

  650 Airport Dr Presque Isle, ME 04769

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:11/19/2025

  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.

  This business has constantly charged my card without my authorization. ******* the guy who works in the location has told me from his own mouth to go into my bank & lie about charges to get a CREDIT for the charges they have on my cards & never any information. There are MULTIPLE people that have issues with them on MANY occasions. They are very unprofessional calling me from workers phone to tell me I have to vacuum a car or I will be charged $150 for a car they gave me not vacuumed or cleaned. They turned my app off to drive then told me they would give me a couple days & then called me the day after DEMANDING payment saying they could not push it too Saturday after they blocked me on the app for a whole week because they gave me a car with a expired inspection sticker that does not even match the car. They are constantly miss managing the things they have to do & work they need to have done & then putting the blame on us as drivers when its THERE responsibility to make sure the cars are up to par. If we as drivers are paying $350 a week for a car we should not have to be getting oil changes, tires, inspections, or anything of that sort. They do not have ANY cars for us to trade in when the main one we are in breaks down. They just called me telling me about the car needing to be vaccumed after they gave it to me in bad condition FIRST then I said I would & said they would have to wait until 5 & they tried telling me thats not possible because they have somebody waiting in the car. Very unprofessional. The car has not even been out for a inspection as to why I had to give it back YESTERDAY 11/18 & today Im writing you on 11/19 2025. This business needs to be investigated because they do a lot of illegal things. Yesterday he didnt have the paper & now today he is able to send the car out with a new driver. Us drivers have NO outlet or anybody to contact about these things please look into this company for us. We need you!

  Business Response

  Date: 11/19/2025

  BBB #: ********
  Case: 77476059
   
  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.
  
  We have contacted the Senior Manager to investigate the issues you raised further. When we receive a response from their office we will advise you of the resolution. We apologize for the inconvenience this has caused. We appreciate your patience during this process.
  
  Thank you for giving us the opportunity to be of assistance to you.
  
   
  Sincerely,
  
  ABG Client Relations Team 
  *****************

• Initial Complaint

  Date:11/18/2025

  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.

  On November 8 I rented a high mileage van in ********** ** to drive home to ******* . The vehicle had ****** miles was from ***** . The seats were cloth and were stained etc . Me and my service dog were the only occupants.I was not given a contract in *** as they were having computer issues . But I did request the prepaid fuel option . When I got to ******* that night I parked the car in my garage . I returned the vehicle on 11/9 . The emailed me a receipt and charged me $9.99 a gallon versus the agreed upon $2.79. I called there call center in ***** ) and was told they would issue a credit for this . They have not .Then to add injury to insult they have now sent me a bill for $250 to have the car detailed . Alleging I soiled and damaged the seats along with large amounts of dog hair . I did not have anything in the car that would soil anything the seats were already damaged . Yes my trained service dog shed hair in the car. I have gotten quotes from 3 detailing shops saying $35-$50 would be the most to Vacumn dog hair . I am ************************************* out . They said they will be charging my credit card for the $250. I have tried to deal with this online with them but once again it is an oversees service center . Please help me .

  Business Response

  Date: 11/19/2025

  BBB #: ********
  Case: 77217572
  
  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 stopped the cleaning fee and sent out a stop billing letter. Additionally, we have adjusted the fuel charge down to the prepaid fuel rate.  A credit of $63.15 has been issued to the account on file.  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: 11/19/2025

  [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 am grateful to the BBB for your assistance in this matter.

   I am grateful **** Corporate responded so quickly . They , however, need to train their ***** based call center better . They were dogmatic and failed to follow up properly. for example they had promised to issue a credit previously for the gas overcharge but it was never processed.   Then they did not apply logic about a high mileage cloth seat vehicle - in that I asked for pictures not of the car  after I turned it in ; but rather before I rented it. Also , I have been renting cars from **** and Budget for over 50 years . In fact I was a heavy user about 8 years ago with never an issue which they should have taken into consideration as well. 

  Thank you again for your assistance .
  Regards,
  
  ***** *********

• Initial Complaint

  Date:11/17/2025

  Type:Billing 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 through **** in August 2025 for an international travel. When I made the reservation, I prepaid the total cost of the rental upfront. I picked up the car at the designated location, provided a credit card for incidentals. Upon returning the car, I was charged again for the full amount of the rental. I reached out to **** Corporate to file a case that I was charged twice for my rental. It has now been 90+ days without resolution. I have been told that my case has been escalated twice and is under review. There was nothing wrong with the rental, just that I was charged twice and requesting to be refunded one of the payments. Rental agreement: ********* Case Number: ********

  Business Response

  Date: 11/18/2025

  **** Case# ********
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********
  
  **** 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:11/16/2025

  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.

  Over the summer I rented a single vehicle through **** for the duration of the summer. The agreement numbers were: *********, *********, *********. A vehicle cant be kept after 30 days so extensions werent allowed, only new contracts. I wasnt informed this at check-in. It was a few days before I could come in person to do the new agreement. I never disputed the extra day charges which were their normal rate. Fast forward to my last agreement, I was told that I had to come in to extend and cant do it over the phone which is still weird because when i come in they do not even look at the vehicle. They only ask me for the mileage and give me a receipt, no new swipe of the credit card or anything. On the very last agreement I am charged almost $1,500 for an extra week and a damage fee which I asked about and Ive yet to be told the damage. For me to be charged at a rate of $100+ a day is absurd. The previous 2 contracts were overdue as well and charged with a normal rate, I would like this adjusted to a normal rate and an explanation of the damage fee.

  Business Response

  Date: 11/18/2025

  BBB Complaint: 24153998

  **** Case: 76553902
  Reservation: 40290092US3
  Rental Agreement: U378819836
  
  Dear ****** ******,
   
   Thank you for taking the time to contact ********************* regarding the final amount due to daily rate charged because vehicle was kept additional days . We apologize and understand this can be frustrating. We understand that this occurred at *** in ********** AL INT on 8/15/25 and your rental agreement number wasU378819836.
   
  Typically, at the time of every **** reservation, we ask renters to provide us with important information that can affect your rate. These details include expected duration of your rental, dates, times and locations. This information is gathered through our reservation centers, rental counters, from a web site, or from a travel agent. Your rental fee was calculated based on this data, with the understanding that if any of your rental parameters changed at any point, it could affect your quoted rate.
   
  After reviewing our records carefully, we have determined that this is what happened in your case. When your rental parameters changed from Check In Date 8/22/25, 7:00 PM to 9/2/25, 3:26 PM, the original quoted rate defaulted, and a different rate/additional fee that met your new rental parameters was applied to your contract.
   
  **** takes great pride in providing dependable cars and attentive service at a great price, with no surprises. Your feedback is extremely important because it helps us maintain our high service levels.
   
  We appreciate your business. 
   
   
  Sincerely,

  ABG Client Relations Team

   

• Initial Complaint

  Date:11/14/2025

  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 called customer service about my pickup experience and a *** seemed less than enthusiastic to answer my question about going to the counter each time. Deep sighs on the call, muted her microphone with zero warning and short with responses as if I was bothering her. I then asked about why the deposit was higher if I p***aid and she says thats a rule with no clarification. No one seems to know why p***aid is higher. This is crazy no one can explain this. Regardless, I then hear nothing and say hello and the *** ******* herself and says Im looking at something. She then without warning transfers me Back through customer service when I get someone new who has no idea my question. I then ask to talk to a supervisor who cannot explain why Im paying more for a p***aid car than not and tries to tell me $130 + $250 hold is cheaper than a non p***aid $130 counter +$200 hold same day. It went around in circles and she tells me I need to read. I explain I have read and this seems backwards when you already collected the money. After her insulting me and talking over me she says go read the email she sent. Again I have read terms and conditions. I then ask her name at least 10x and she refuses to give it to me. I asked if shes refusing to give me her name and she says nothing but I can hear colleagues in the back. She then said I told you my name and I said I didnt catch it so can you ***eat it. She says Mar and I hear Ma so spell it and she says you can see it on the email I sent. Wow!! She then says shes going to ***ort me?! For asking clarifying questions and not having someone understand what I was asking. This is terrible and to threaten youll ***ort me as if I did something is horrible and I hope this call was recorded and the one prior where I was basically hung up on when they didnt know the answer.

  Business Response

  Date: 11/18/2025

  BBB #: ********
  Case: 77361224
   
  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.
  
  We have contacted our internal department to investigate the issues you raised further and have the call pulled. When we receive a response from their office we will advise you of the resolution. We apologize for the inconvenience this has caused. We appreciate your patience during this process.
  
  Thank you for giving us the opportunity to be of assistance to you.
  
   
  Sincerely,
  
  ABG Client Relations Team 
  *****************

  Customer Answer

  Date: 11/18/2025

  
  Complaint: 24148585
  
  I am rejecting this response because:
  I would like to see the resolution once the call is pulled. I rented a car 3x over a 10 day span and called after the second rental to inquire about not only the $250 pre-reservation deposit being higher but also why I wasn't able to just go up to a car after selecting it and was told that was not a thing repeatedly. Upon arrival at ***, to my surprise and after being told this was NOT a thing by the representative, I was able to select a car and go right up to it, only showing my ID at exit. The representative was clearly uninformed on practice and was extremely rude vs. simply taking the time to find out accurate information for me. 

   

  I will say this is not the norm as I spoke a representative the Saturday following and they were much more pleasant to work with. 
  
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:11/14/2025

  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 **** (Reservation 45933947US3 / Rental U426202383) that broke down in a remote area near ***************. There was no ***** taxi, or transportation available. Because of the mechanical failure and lack of support, I was forced to pay $600 in cash to two local drivers to reach my ****** and then ***************, as instructed by **** Roadside ************* the *************** location, I was delayed for over two hours because staff initially refused to give me a replacement car despite an active rental and tow ticket. I opened Case ******** on October 29, but after three *****, **** has still not resolved the issue.I am requesting:Reimbursement of the $600 out-of-pocket costs Waiver of rental charges Compensation for the significant inconvenience caused by the breakdown and delays I am asking BBB to assist in resolving this matter, as regular customer service has not helped.

  Business Response

  Date: 11/18/2025

  BBB #: ********
  Case: 76885570
  
  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 have previously claimed the out of pocket charges were anywhere from $200 to $800. Additionally, we show that you did previously contact our **************** and we did offer to refund $250.00 as a gesture of good will. In order for us to consider any additional reimbursement please provide receipts for your out of pocket expenses. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

  Customer Answer

  Date: 11/18/2025

  Dear BBB Representative,
  Thank you for forwarding the businesss response. I am submitting the following rebuttal regarding Case #********.
  ****s reply continues to ignore the core issue: their vehicle suffered a mechanical failure in a remote and unsafe area, leaving me stranded without any transportation options.
  I was forced to pay local individuals in cash because this was an urgent, unsafe situation with no available rideshare, taxi, shuttle, or **** support in the area.
  To imply that reimbursement depends solely on providing formal receipts from random local individuals is unreasonable, unrealistic, and dismissive of the circumstances their own failure created.
  This is not a situation where traditional receipts are possible. Anyone familiar with emergency roadside situations especially in isolated locations understands that cash assistance from nearby individuals is often the only option.
  All of this is already documented by **** in their own internal records, including:
  Tow logs
  Roadside assistance call history
  My multiple calls requesting help
  The vehicles breakdown and replacement timeline
  These records confirm the delay, the lack of transportation, and the extended time I was left stranded.
  I have been consistent in stating the total out-of-pocket amount I spent, and the variations in estimates simply reflect the fact that this was not a planned or itemized transactionit was an emergency created by ****s mechanical failure.
  The $250 gesture of goodwill does not meaningfully address the cost, the safety risk I was placed in, or the prolonged inconvenience caused by ****s failure to provide timely assistance.
  I respectfully request that BBB continue its review and consider the circumstances, which clearly support reasonable reimbursement despite the absence of traditional receiptsbecause traditional receipts were not possible.
  Thank you for your attention to this matter.
  Sincerely,
  **** *** ****** *******
  

• Initial Complaint

  Date:11/10/2025

  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.

  Ive rented monthly from **** for over a decade, but today was the worst experience Ive ever had. The front desk employee refused to share his name, acted rudely, insulted me, and showed clear prejudice. When I arrived, he was in the back on his phone. After waiting 10 minutes, I asked for help. He told me to stay at the counter until he was ready. Once he approached, I said I didnt care which car I got as long as it had a full tank. He said hed give me what was available. I asked if he could choose one with a full tank, but he gave me a car with only 5/8. When I pointed that out, he said take it or leave it and threatened to cancel the rental.He forced me to sign a form stating the car was in good condition before I could inspect it. When I asked to check the car first, he called me disrespectful and again threatened cancellation. I signed under pressure. Outside, I saw a scratch on the passenger door and returned to report it. He told me to note it myself, then refused to initial it. I called customer service and got case number ********. They said executive support would contact me in 3 days, but no one did. When I returned the car on day 4, the same employee was there. Another customer told him to help me first as he was on the phone with his credit card company working out a personal issue, but he refused. I suggested he could check me in quickly, but he again called me disrespectful and told me to leave the keys and exit. I began recording to document the return. He said I couldnt videotape and retreated to his office without checking the car or giving me a receipt.This behavior is unacceptable. As a frequent customer, I expect professionalism. I request a full investigation and disciplinary action. **** must ensure staff treat customers with respect and follow proper procedures. I also request an update on case ******** and a formal response.

  Business Response

  Date: 11/17/2025

  BBB #:********
  Case:********
  
  Dear  *********************** ,
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Thank you for bringing this matter to our attention. We regret the experience you described and sincerely apologize for the unprofessional conduct you encountered. The service you received falls well below the standards we expect from our employees, and we appreciate your longstanding loyalty as a monthly renter.

  Your concerns, along with Case #********, have been formally escalated to our senior Operations and *************** leadership teams. A full internal review is underway. In accordance with company policy, we are unable to disclose details of employee disciplinary actions or internal personnel decisions, but please be assured that your report is being taken very seriously and addressed through the appropriate channels.

  We recognize the inconvenience this situation caused and deeply regret that your recent experience did not reflect the level of professionalism we strive to deliver. Thank you for giving us the opportunity to respond and for allowing us to address this matter internally.
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

  Customer Answer

  Date: 11/17/2025

  [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.
  

  Nonetheless, it would have made a significant difference if **** had taken the time to reach out to me by phone. Unfortunately, **** does not operate at the same high level as some of the other companies in their industry.
  
  Regards,
  
  Perry ************

• Initial Complaint

  Date:11/10/2025

  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.

  On October 15, 2025, the rental vehicle was towed by mistake from the guest parking spot at my friend's house. I immediately contacted **** the same day and provided all tow yard information. Despite my prompt notification and repeated follow-up calls, **** failed to take action for nearly two weeks. I reported the tow immediately, and I was told that "Security" would contact me within 24 hours. In repeated callbacks, I was told they would call in 2448 hours, then told "the Monday following the weekend", then told to wait a week. Nearly two weeks later, I called again; only then did an agent add a "special note," and within hours the vehicle was finally checked in.During my attempts to resolve this, I spoke with a supervisor named ******* who confirmed that the car was towed on October 9th, picked up by **** on October 17th, and the contract was finally closed on October 21st. He also confirmed I was being billed from October 315. When I questioned why it took so long for **** to retrieve the vehicle, ******* repeatedly stated that "customer service has nothing to do with the group that picks up the car" and that there was nothing I could do to expedite the pickup.This position is unreasonable and unjust. By this logic, **** could leave a towed vehicle at an impound lot indefinitely while the customer continues to accrue daily ********************** rates and daily tow storage fees with no recourse. This is precisely what happened in my caseI reported the tow immediately with complete information, yet ****'s internal process failures resulted in a major delay, directly causing inflated charges that I am now being held responsible for.I fulfilled my obligations by immediately reporting the incident and providing all necessary information. ****'s nearly two-week delay in processing the tow, checking in the vehicle, and closing the reservation directly caused the additional rental days and impound storage charges.

  Business Response

  Date: 11/12/2025

  BBB #: ********
  Case: 76484473
   
  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 have already contacted our **************** and had your concerns addressed. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs.  
   
  Sincerely,
  
  ABG Client Relations Team 
  *****************

  Customer Answer

  Date: 11/13/2025

  I am writing to clarify that the information provided by ***************** in their response is factually incorrect.

  Contrary to their statement, I have NOT been contacted by their ***************** and my concerns have NOT been addressed.

  This inaccurate response is particularly troubling because it demonstrates the exact issue I raised in my original complaint: lack of internal communication and coordination within ****. Different departments are clearly not communicating with each other, which was a core part of my initial concern.  The fact that ****** Client Relations Team would claim my issue has been resolved when I have received no contact from their **************** and none of my concerns have been addressed only reinforces my original complaint about their operational failures.

  I am requesting that **** acknowledge this error in their response, and my complaint remain open and active.

  Sincerely,

  ****** *****

  
  

  Business Response

  Date: 11/18/2025

  BBB #: ********
  Case: 76484473
   
  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 received an email on Nov 7 from the Executive Team (also known as Client Relations). You also received two emails from Executive team on Nov 10. 
  
  In the last email we also advised you that we were aware that you have filed complaints with the ************************ and the Better Business Bureau. Our position would remain unchanged, and we would respond directly to those agencies once we receive the formal complaint documents advising this has been handled.
  
  As stated in our correspondence, the total balance of $1,278.46 is valid and contractually owed. Regrettably, we are unable to honor your request for a reduced balance or reimbursement.
  
  Thank you for giving us this opportunity to be of assistance to you.   
   
  Sincerely,
  
  ABG Client Relations Team 
  *****************

• Initial Complaint

  Date:11/07/2025

  Type:Billing 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 have rented with **** multiple times and it is usually a good experience. I recently visited ****** to see a friend and rented a vehicle from them. Everything went well, and I had a good trip despite it raining the whole time. I returned the car on October 28th. When I dropped the car off, because it was raining, no one discussed the interior of the vehicle with me, and they just sent me an invoice. The initial invoice showed they over billed me and luckily, they corrected the invoice when I brought it up. However, now I am receiving another bill one week after the car was returned for damages. They are charging me $250 for cleaning because there was some mud on the floor of the front passenger side of the vehicle. I tried calling them to explain that it was raining the whole day and the mud was inevitable. There was even mud outside of the airport where I dropped it off. The customer service representative told me that I shouldnt have dropped off the car that way even though I could not have prevented some mud getting on my shoes. Very frustrating. I will be reaching out again and hopefully I will get a different representative and get this problem resolved. 

  Business Response

  Date: 11/12/2025

  BBB #: ********
  Case: 77177304
   
  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.
  
  Charges for cleaning vehicles that are returned in such a condition that the vehicle must be sent out for detailing, placing the vehicle out of service, will be charged in proportion to the level of cleaning that is needed. This includes, but is not limited to, vehicles returned with food stains on the seats, dog (or animal) hair that cannot be removed through normal vacuuming of the car, excessive odor, smoke odor, dirt, sand, trash and cigarette burns. 
  
  After careful review of our records, we find that the location has provided documentation of the condition of the vehicle at return. Based on this information, we find that the charges are valid and no adjustment is warranted.
  
  Thank you for being forthcoming with this information and allowing us to assist you. We hope to do business with you again in the future. 
   
  Sincerely,
  
  ABG Client Relations Team 
  *****************

• Initial Complaint

  Date:11/07/2025

  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.

  October 27th we returned our car to the **** at the ***********. There were a few residual crumbs in the car because of our two toddlers. However, it was very clean otherwise and had no trash/debris. We left it in similar condition to any other car rental weve used. However, we were charged $450 for a cleaning fee. If wed known they were so strict about the condition in which cars were returned in, we wouldve taken it to a Vaccuum/car cleaners before returning. That is an outrageous price for what couldve been vaccines in under 3 minutes.

  Business Response

  Date: 11/12/2025

  BBB #: ********
  Case: 77117183
   
  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.
  
  Charges for cleaning vehicles that are returned in such a condition that the vehicle must be sent out for detailing, will be charged in proportion to the level of cleaning that is needed. This includes, but is not limited to, vehicles returned with food stains on the seats, dog (or animal) hair that cannot be removed through normal vacuuming of the car, excessive odor, smoke odor, dirt, sand, trash and cigarette burns.
  
  After careful review of our records, we find that the charge is excessive in comparison to the documentation therefore an adjustment will be made to your bill once charged. Our tier one cleaning fee is $125, this will refund $325 to the card on file. Please allow standard bank processing time for the refund to reflect back in your account. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs.  
   
  Sincerely,
  
  ABG Client Relations Team 
  *****************