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

  3729 Route 1 Princeton, NJ 08540-6111

• 

  Avis Rent A Car

  2 Seaport Ln Boston, MA 02210

• 

  Avis Rent A Car

  1 Newbury St Peabody, MA 01960

• 

  Avis Rent A Car

  162 Boardman St East 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:10/27/2025

  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 went on work travel with ******** ****** to Denver. My company reserved a full-size sedan. Upon arriving at AVIS, we checked in on our phone which was highly encouraged via multiple signage in the waiting area. I did not agree to any upgrade and simply accepted the car that was already reserved for us. When I walked up to the counter, I explicitly told the agent that I was declining ALL upgrades and declining ALL additional charges. I received a long document with fine print to sign. I did sign the document but it was with the understanding that I was reserving the vehicle that ******** ****** reserved for me. This agent NEVER informed us that he was placing an upgrade fee on there and if he had, I would have immediately declined. I've been on numerous work trips before and this has never happened to me before. I always show up, decline all upgrades, and accept my car. So I assumed that this time would be no different. I never would have signed the rental agreement had I known that AVIS was upcharging me. They made me believe that I was receiving the agreed upon rental vehicle and never informed me otherwise. Now, my company is unable to reimburse me the full amount because AVIS put additional charges on my receipt and gave me the incorrect car. I spent over 20 minutes on the phone with customer service and the rep told me that the upgrade charge was because they did not have the reserved car available. This is also not true and was not told to me by the agent at the counter. If AVIS wants to make this right, I am requesting a refund for the overcharged amount that is beyond the reserved rate.

  Business Response

  Date: 11/05/2025

  Avis Case: ********
  Rental: **********
  
  Regarding the aforementioned BBB complaint ********
  
  We appreciate you bringing this billing concern 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, we have processed a refund to your rental. A credit of $52.85 will post to the ****** **** ending in $52.85 within 3-5 business days. 
  
  Thank you for your cooperation in advance and we hope to hear from you shortly. 
  
  Sincerely,
  
  ABG Client Relations 
  Escalation Team
  Avis Budget Group, Inc.

  Customer Answer

  Date: 11/05/2025

  [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:10/26/2025

  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.

  9/26/25 - Supposed to pick up rental car from ****, had prepaid for the car and insurance for the entire weekend. **** had oversold and left a sign to come back the next day to pick up a car. 9/27/25 - Go back to **** to pick up the car that is late due to **** overbooking. We are charged an additional $144+. The representative there could not explain the charges as we had already prepaid at the time of booking to include insurance, protections, etc. We were told to instead contact customer service. 9/28/25 - We return the car to **** after having the car for only approximately 26 hours. 10/26/25 - Charges have all posted and we call **** customer service to deal with the extra charges despite having the car for a lesser amount of time. **************** is completely unhelpful and cannot explain the price difference. We ask for a supervisor and are told no one supervises them. We ask for the customer service agents name and they hang up the call.

  Business Response

  Date: 11/05/2025

  BBB #: ********
  Case: 76900040
  
  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 the rate billed on the rental.  A credit of $137.22 has been issued to the MasterCard 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: 11/05/2025

  [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:10/23/2025

  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 am writing to formally complain about charges related to my recent rental with your company from October 11, 2025, to October 21, 2025. Upon review, I was incorrectly billed for three additional rental days and for liability insurance coverage that I did not authorize.Because this rental was booked through the airport, my flight information was included in the reservation, confirming the actual rental period. Additionally, I explicitly declined the liability insurance at the counter, informing the representative that I already carry personal auto insurance. The employee indicated that the documents I signed were solely for the vehicle release, not for adding coverage.When I called to resolve this matter, I spoke with an employee named *******, who acknowledged that the extra-day charge of $205.72 was an error and stated I would receive a reimbursement. However, she refused to address the $165 insurance charge, citing my signature on the form. When I explained the misunderstanding and the interaction with the employee at the time of pickup, she dismissed my concern, repeated that the insurance charge could not be refunded, and ended the call abruptly.I found this exchange both unprofessional and discourteous, and I still have not received a clear or complete resolution. Additionally, I never received a copy of my final receipt, which I was told would be sent within 2448 hours of returning the vehicle.

  Business Response

  Date: 10/29/2025

  **** Case: 76821618
  Rental: U448414805
  
  Regarding the aforementioned BBB complaint 24053183
  
  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, on October 23, 2025 we had  processed a refund for $149.33. We have process the balance of the over charge in the amount of $ ***** this will post to the Master card ending in 3411 within 3-5 business days. 
  
  Please accept our sincere apologies for any inconvenience this matter has caused. 
  
  Sincerely,
  
  ABG Client Relations 
  Escalation Team
  ***********************

• Initial Complaint

  Date:10/22/2025

  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.

  We rented a minivan from Avis Car Rental at Buffalo Niagara International Airport from 10/11–10/14/2025 for 2 adults and 2 children. After waiting over an hour at pick-up, we were told no minivan was available and were given a GMC Savana Cargo Van 3500 instead — a large commercial vehicle not suited for family travel. It had no navigation or Apple CarPlay, forcing us to rely on a cell phone for GPS, creating unsafe driving conditions.
  
  We clearly told Avis staff that we planned to drive into Canada. They still issued us this vehicle and Canadian insurance. When we called Avis customer service later, they confirmed the vehicle was not allowed to cross the border.
  
  The next day, we returned to exchange the vehicle. The site manager, Frank, greeted us rudely with “What,” insisted there were no minivans, and falsely claimed the GMC could cross the border, even though we saw minivans parked in the Avis lot. When we proposed a full refund and a ride back to our hotel, he refused, stated he would no longer serve us, canceled our reservation without our consent, and still charged us for one day.
  
  We had to take Uber back to the hotel and rent from ***** the next morning, which confirmed the GMC couldn’t cross into Canada. This caused unnecessary costs, stress, and ruined part of our family vacation.
  
  I am requesting:
  
  Full refund of the Avis rental charges.
  
  Reimbursement of Uber/Lyft costs ($101.04) and rental difference ($166.51).
  
  Additional goodwill compensation ($600) for lost time and stress.
  
  Written apology and escalation to corporate.
  
  Evidence (photos, receipts, and video) can be provided.

  Business Response

  Date: 10/31/2025

  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 sincerely apologize for the inconvenience and frustration you and your family experienced during your rental at Buffalo Niagara International Airport. We understand how stressful it must have been to receive a vehicle unsuitable for family travel, particularly for your trip into Canada, and we regret the impact this had on your vacation.

  As compensation for the issues encountered, we have waived all charges for your rental. Additionally, as a gesture of customer service, we have issued the following to your Avis profile ******:

  A money-off voucher that can be applied toward a future rental of any car group
  A free rental day voucher for select car types

  We hope this resolution demonstrates our commitment to customer satisfaction, and we sincerely apologize again for the disruption to your travel plans.

  
  
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy
  Response Coordinator

• Initial Complaint

  Date:10/21/2025

  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.

  My rental agreement is *********
  I rented the car and saw up charges on my bill I called Avis's customer service for information the 1st call was explained the issue no problem. I called back 2 additional times on 10/20/25 and was hung up also asked for a manager 3rd time the agent asked me why and waited -I said I want a manager and none of your business the agent hung up.
  Customers should NOT be treated with rudeness of employees such as these. Apparently, the employees don’t think or care.    

  Business Response

  Date: 10/31/2025

  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 reaching out regarding your recent Avis rental (Agreement #*********). We sincerely apologize for the frustration you experienced, both with the billing and the manner in which our staff interacted with you. Please know that your concerns regarding employee conduct have been raised internally and shared with the location for review.

  After a careful review of your rental agreement, we confirmed that the rate defaulted based on the parameters of your pickup and drop-off times. Additionally, the contract shows that the toll package was added at the counter during your rental.

  As a gesture of goodwill, we have sent a money-off voucher to your Avis profile ******, which can be applied toward a future rental. We hope this helps demonstrate our commitment to making things right and improving your experience with Avis.

  
  
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy
  Response Coordinator

• Initial Complaint

  Date:10/21/2025

  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.

  Original Confirmation #********USO 7/31 My debit card was compromised Sat, 8/2.**** sent refund to compromised card, it was denied by Truist bank.I called **** again with the new card number, spoke to 2 different "supervisors " on 8/30 and 9/22. Case #*********** visiting Truist today to see if they can help. **** is not refunding my money, and I am completely disappointed and dissatisfied with the whole experience. Please help!  

  Business Response

  Date: 10/31/2025

  BBB #: ********
  Case: 75148231
  
  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 sincerely apologize for the inconvenience you have experienced regarding the refund for your reservation (Confirmation #********USO).

  Our records indicate that the original refund was issued to your debit card; however, because the card was compromised, the payment was denied by your bank. We understand the frustration this has caused and have worked with our team to resolve the issue and we have now manually processed the credit of $589.16 to your **** card ending in 2588. Please allow up to 10 business days for the transaction to appear on your account.

  We sincerely apologize for the inconvenience and appreciate your understanding.
  
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

  Customer Answer

  Date: 11/01/2025

  [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:10/20/2025

  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.

  Today was the third time I've went to the **** located at **************************************, and there was no one in the office. There would be a note saying "We will return" usually 30 minutes. The doors are closed, and the weather can be over 100 degrees. I feel this is quite unprofessional that NO ONE is in the office, and customers must sit outside and wait for this manager/owner to return. Upon returning, there was no apology, or letting customers know he is back. He walks past as if it was in inconvenience for him to open the door and let customers in. There should be something noted on the reservation site that this place is closed between (This hour and that hour) for lunch. That way, one does not have to take an **** ride to this location and sit in the extreme hot weather waiting for someone to return to open the door. On top of the office not being open, the person working was rude and unprofessional. (A guy with tattoos all on his arms). This makes customers want to rent elsewhere like Hertz or Enterprise. There is ALWAYS someone in those offices when you rent a car during the posted business hours. Since this is the third time, I am reluctant to use **** in ****** in the future. I am **** preferred and have been for several years. member #2EL60C

  Business Response

  Date: 10/31/2025

  BBB #: ********
  Case:  77021933
  
  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.

  We sincerely apologize for the inconvenience the customer experienced at our ******, AZ *************** location. We understand how frustrating it can be to arrive at a closed office, especially in high temperatures, and we regret that the service provided did not meet our usual standards.

  As a gesture of goodwill, we have issued a one-day free rental voucher to the customer for the inconvenience experienced. Additionally, we have shared this feedback with the local management team to ensure appropriate staffing coverage during business hours and to reinforce the importance of courteous and professional customer interactions.

  We appreciate the customers continued loyalty as an **** Preferred member and thank them for bringing this matter to our attention. We are committed to improving the experience at this location and ensuring our valued customers receive the level of service they expect and deserve.

  At this time, we consider this matter resolved.
  
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

  
  

  Customer Answer

  Date: 11/01/2025

  [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:10/17/2025

  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 rented a ****** corrola and when I arrived at the airport the car wasnt there. I had to wait an hour to get another car that was a suv. I spent more money in gas because of that. I called tweeted about this on Saturday and got no response. I called about it on Monday and spent an hour to agree with a 50% discount on the base rate and 50% on the insurance. I called back Friday to be told my refund was rejected then I was hung up on. Im currently on the phone and got nothing.

  Business Response

  Date: 11/04/2025

  Rental U385765354
  Reservation: 43536764US5
  
  Thank you for reaching out and sharing your concerns. We apologize for the difficulties you experienced with our **** ******************************************************** location. 
  
  It has come to our attention that upon your arrival at our location, you are experiencing an excessive wait time for your rental vehicle. I can fully understand how disappointing you were to experience the issues you had outlined in your complaint and know that personally I would be unhappy with your experience as well.
  
  We have acknowledged this delay in communication between our counter staff and inventory, which unfortunately has led to your negative experience. Your feedback has been invaluable in identifying this issue, and we are actively working to prevent such occurrences in the future. 
  
  Therefore, to demonstrate our apologies for the inconvenience our records revealed that on October 17, 2025 a refund of $104.97 was processed to the **** card 1460.
  
  Once again, my deepest apologies for any inconvenience we have caused you.
    
  Sincerely,
  
  ABG Client Relations 
  Escalation Team
  ***********************

  Customer Answer

  Date: 11/07/2025

  [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:10/16/2025

  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 a reservation to exchange out a vehicle on Oct. 14 with an intermediate SUV to a standard SUV until mid Nov. I signed up and did a preconfirmation with cc. The site indicated that this vehicle was available. When I arrived, I was told they did not have any vehicles and all vehicles were sent to ********* race. The only option I had was to keep what I had, and they did not know when the larger SUV would be available, maybe next week. Why does **** not maintain their site and does not care for the inconvenience to they customers.

  Business Response

  Date: 10/31/2025

  BBB #: ********
  Case: 76200801
  
  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.

  We appreciate the opportunity to address the customers concerns regarding their vehicle exchange on October 14. We sincerely apologize for the inconvenience caused by the limited vehicle availability at that time.

  As part of our resolution, we have issued two credits to the customers account:
  $73.59 on October 21
  $66.90 on October 23

  We regret that we were unable to provide the requested upgrade when the customer arrived. Please know that we truly value our customers and are continually working to improve vehicle availability and ensure a smoother rental experience in the future.

  We appreciate the customers understanding and consider this matter resolved.
  
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

  Customer Answer

  Date: 10/31/2025

  [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 did return the vehicle and was able to find the upgrade at ********** which was a similar price and a closer location.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:10/14/2025

  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.

  An avis employee called me shady and denied me service. My girlfriend had rented a car at **** in ********* at the airport. She did this online. When we went to pick it up they said that that was not allowed because they needed a credit card not a debit card even though it was prepaid. When i said that i would use my credit card, the **** employee said no because i was shady for trying to get a car in my name now with my credit card. having no choice but to go somewhere else a worker from a help desk came and suggested Payless car rental, which come to find out is owned by **** but of course had to pay more. the car that was given to me was dented i pointed it out, the person that brought it out said take pictures and take it to the front desk. i tired reaching out but got no response.

  Business Response

  Date: 10/23/2025

  Payless Case: 76830380
  
  Dear ***** *****-******, 
  
  Regarding the BBB, as mentioned above, Complaint ID: ********, thank you for allowing us to address your concerns. We sincerely apologize for the inconvenience and frustration you encountered during your visit to the ***************** location.
  
  It appears that your message references two separate incidents one involving your girlfriends **** reservation and another involving the Payless rental you completed. To help us address your concerns properly, we kindly ask that you provide the **** reservation number so we can review that situation in detail and respond accordingly.
  
  Regarding your Payless rental, our records show that although you noted dents on the vehicle, you were not billed for any damage. Other than this concern, please clarify what specific resolution you are seeking so we can ensure the appropriate follow-up.
  
  We appreciate your time and cooperation and look forward to your reply so we may assist further.
  
  Sincerely,
  
  Client Relations Team
  *****************