Business Profile

Auto Rentals and Leasing

Avis Rent A Car

Headquarters

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Complaints

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

Customer Complaints Summary

3,973 total complaints in the last 3 years.
1,668 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/01/2025
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.
In [month/year if you have it e.g., June 2025], I rented a vehicle from **** in ************* for one week. Shortly after beginning the rental, I discovered that the air conditioning was not functioningduring a period when temperatures exceeded 100F daily.I immediately contacted **** customer service and was instructed to work with local **** locations directly. However, every location I contacted refused to exchange the vehicle. Despite repeated attempts, I was left with no alternative but to keep the original vehicle for the entire week.This had a serious impact on my family. My young daughter experienced symptoms of heat stroke nearly every day, having to sit in a dangerously hot car for extended periods.I believe **** failed to provide a safe, functional vehicle or a reasonable resolution when contacted. This experience caused significant health and safety concerns and ruined what should have been a safe and comfortable vacation.Rental Agreement: ********* June ***** 2025 Original Rental Location: ****************************** Drop off: *****************
Business Response
Date: 07/01/2025
BBB #: ********
Case: 73842842

Dear ****** *******,

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

**** values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
Our records do not show that customer service was contacted and you did have our ***************** selected so your car would have been covered for the towing. We do apologize that you endured issues on your trip. Unfortunately, this vehicle has no reported maintenance issues and has been on a new rent with no issues so we are unable to approve compensation.
Again, we aplogize and hope to see you at an **** counter soon for a much improved experience.

Sincerely,

*****************
Customer Advocacy Response Coordinator
Customer Answer
Date: 07/02/2025

Complaint: 23544493

I am rejecting this response because:

This is not true. I am happy to provide phone records of me contacting ****, additionally I let the folks at **** know when I dropped off the car about the maintenance issues. They tested and determined the A/C is not working.

Regards,

****** *******
Business Response
Date: 07/12/2025
Thank you for your reply.

We understand that you contacted **** regarding the air conditioning not working, along with other mechanical concerns during your rental. You also informed the return location of these issues, and they confirmed that the ** was indeed not functioning properly.

Our records indicate that the location applied a discount to your rental charges at the counter to acknowledge the inconvenience caused. We agree that experiencing these issuesespecially lack of air conditioning during extreme heatwas a significant inconvenience, and we sincerely apologize for that.

However, while we acknowledge the discomfort, a full refund is not warranted, as the vehicle was in use for the full rental period. You drove the vehicle for ***** miles over the course of a week, and the service was still utilized.

Given that a discount was already applied at the time of return, we believe the matter was handled fairly and reasonably. Therefore, your request for a full refund is respectfully declined.

We appreciate your understanding and thank you for giving us the opportunity to address your concerns.

Sincerely,

*****************
Customer Advocacy Response Coordinator
Customer Answer
Date: 07/14/2025

Complaint: 23544493

I am rejecting this response because:

This company is simply lying to get out of their responsibilities. In their first response they claim that the car was working fine and called me a liar about all the efforts I took while on vacation to work with them to get it corrected and their refusal to help. Once I offered proof suddenly they are saying that actually everything I said was true but that they already gave me a discount? These responses are so unethical.

No discount was discussed with me when I returned the car - I told the attendant about all the issues I faced and warned him that the A/C was not working so they wouldn't do this to another person as it was horrible. Despite ****'s earlier claim that "I am lying and that the A/C was fine and the car is back in service" that attendant tested it and agreed it wasn't working at all. I also told the attendant about all the things I tried to do to get someone from **** to help and he told me, his exact words: "I shouldn't have called the locations and let them refuse to help over the phone. I should have driven the 2 hours to the nearest location and stood in the lobby and refused to leave until they give me a new car".
How much was the discount off the regular price? I do not accept this discount as I didn't agree to it and I don't believe it is fair. I would not have agreed to rent a car from you in the heat of June in ******** with no working A/C for whatever this discounted rate is. You offered a service - A/C was clearly listed as part of what I was agreeing to - and you didn't deliver that service. In addition I took a lot of time and energy away from my family vacation to make the good faith effort to work with you to address the problem and no-one from **** was willing to work with me on it.
As you're attendant in ******** said when I dropped the car: You gave me a car in ****** that had US license plates and was broken so couldn't be rented again. That would be a huge pain for whatever location I dropped it at and so they all refused to help me because then it would become ****'s problem. You wanted my family to suffer through the broken car so you didn't have to deal with the problem of having a broken US car at a Canadian location.

Regards,

****** *******
Initial Complaint
Date:07/01/2025
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.
We rented a car from this location on 5/2/25 and returned 5/6/25.
The car was returned around 10:00 am at the Tampa Airport location.
We had a return flight to Chicago that left at 12:20 pm. Per United airlines, we boarded the flight at 11:37 am. Avis did not list our car as returned until 1:38 pm. There were 6 pay tolls charged to my account, 1st toll was at 12:01 pm, and the last was at 12:48 pm.
I have contacted Avis 3 times to resolve; we are told someone will return my contact. I did receive one email requesting information. I submitted to them copy of my conversation with United that confirms were scanned our boarding pass at 11:37 am. I submitted a copy of our boarding pass that says the flight was scheduled to take off at 12:20 pm. In reviewing the bill for the tolls, the last toll plaza that was charged was close to 40 miles north of the airport. It was charged 50 minutes prior to what time they claim I returned the car. The only way the car could have been returned at that time, would have needed to be driven back 40 miles south in 50 minutes. It also would have accumulated more tolls to drive back, however no tolls were accumulated. I reached back out to Avis today, the refused the information from United Airlines and want a receipt showing I charged a purchase in the airport at a certain time to proof I was in the airport. Luckly, we did make a purchase in the airport, but my statement does not reflect the time the charge was made.
We returned the car in time, we boarded the flight at 11:37, there is no way we could have been driving the car at the time stated. Dispute has been filed with my credit card company too.
Business Response
Date: 07/01/2025
Avis Case: ********
Rental Agreement* **********

Concerning the aforementioned BBB Complaint ID: ********, thank you for allowing us to address your concerns.

We appreciate your business and truly value your feedback. We're sorry that you were billed for tolls in error.

Based on your information and our internal investigation findings, we have refunded the toll charges billed on your rental. A credit of $15.36 has been issued to the payment method on file. The credit will post to the account within 3-5 business days. Please be assured that your experience was not typical. A copy of our report has been sent to the appropriate manager for corrective action.

Thanks for sharing your concern with us, and we apologize for any inconvenience.

Sincerely,

Response Coordinator
Avis Budget Group, Inc
Customer Answer
Date: 07/01/2025
[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:06/30/2025
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.
My rental agreement number is *********, Started 6/10/25 ******, ** and ended with the worst day of my life 06/26/25 in *********, **. I rented the car through the ****** location and drove it to ********* where I am currently running a project. the car was paid up until 06/17/25. According to the location they called me to extend but they never did. No voicemail either. Well finally on 06/25/2025 I get a phone call from loss prevention stating that the car needs to be returned immediately. I didn't get it till later in the day so at this point I just will handle it all and get it paid up and extended. Shouldn't be an issue, right? Well, the next day comes, and I get a text message from ****** with loss prevention tell me its critically overdue and it needs to be resolved. I text him back immediately and say I am handling it. He tells me the car is in REPO status. At this point I have to go into the location. So, I do to get it taken care of, and this is where the nightmare begins. The first **** the manager was out for the day. I drive another 30 mins to the airport. I am now told I have to pay a 500$ repo fee, 500$ 1 way fee and a walk-up fee because you can't make a reservation because they want people to be able to walk up and pay outrageous fees even though they have cars. So, I pay the fees, a 15-day rental becomes a 2,100$ nightmare. I am promised these fees will be reimbursed to me but thats the only way i will get another car. Mind you i am standing outside for 4 hours to get all this figured out and its 95 degrees. Well not only do i return the car personally and pay all of these fees I get put on the *** list so i can't leave with a car anymore at all. I'm 16 hours from home and no car all because I did everything they asked and obviously I had the money to pay for the car from the jump. I then have to pay a 28$ **** back to my hotel and customer service informs me I will be getting nothing reimbursed after being promised multiple times even in writing!
Business Response
Date: 07/02/2025
BBB #: ********
Case: 73712898

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 show that you contacted our office through another BBB complaint and the issue was resolved.
We show that you have been refunded $836.00 for the repo fee and $250 for the one way fee.
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
*****************
Initial Complaint
Date:06/30/2025
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.
On May 20, 2025 I picked up a rental GMC Terrain from Avis Car Rental in ********, **. I was shocked to learn it would only be $75/day and they knocked down insurance to only be $10/day. I thought this was a steal, but then when I got in the car there was dirt all over on the inside. I wondered if they even clean their cars. When I returned the car 7 days later on May 27, 2025 I walked out with charges of $743.82. Didn't make sense to me because it should be $595 before tax being $75/day for rental and $10/day for insurance.. then I was charged with a cleaning fee of $477. I tried speaking to managers and the owner at **** in ******** and they claimed dog hair and dirt in the car. This car was filthy when I picked it up and I am very upset that I have to go through my credit card company to dispute this charge because **** in ******** as well as **** corporate are of no assistance to me. Seems this is a common mispractice at the **** in ******** judging by reviews.
Business Response
Date: 07/01/2025
**** Case: 73536830
Rental Agreement: U346491880

With regard to the aforementioned BBB Complaint ID: ********, thank you for allowing us to address your concerns.

**** ************ values our relationship with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.

Because of your information and our internal investigation, the cleaning charge of $477 (plus taxes) was reversed to the method of payment on file. Please allow the credit to post to the account within 3 to 5 business days.

Thank you for giving us this opportunity to be of help to you.

Sincerely,

Response Coordinator
*****************
Initial Complaint
Date:06/29/2025
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 car from *********** in ***********, **. I later extended because I wasnt feeling well and even then so they filed a stolen car report on me. I made an effort to resolve it by calling the 800 number and they told me OK and that I could extend one more time and that the amount would be a little over $1000 And I said OK but they told me that I couldnt do it again. Suddenly I get a call from the security department and theyre demanding to come get my car a few hours early on the same said day and that there would be absolutely no more fees If I did that. Youre welcome to verify both phone calls because now I have a bill thats almost 1500 bucks. I literally cooperated with everything they told me to do even though this whole act was unjustified and they literally did the same thing to my mom. Her name is ****** **** and she lives in ******* *********. And youre welcome to look up that information but she spent $60,000 on a rental and they suddenly just demanded that they repossessed it. So now you guys have successfully screwed both of us over and it seems like this is a normal business practice here and Im tired of dealing with it.
Business Response
Date: 07/02/2025
BBB ID: ********
Avis Case: 73863285

Dear *** ***,
Upon receipt of your communication a review of your customer service file was conducted. Our records indicate your rental privileges are suspended therefore; this matter requires contacting our security department in writing only at the following:

Avis ************ Processing Center
Attention: Security Department
****************************;
**************, **, 23462

OR
email: **************************************

Regards,

Customer Resolution Coordinator
Initial Complaint
Date:06/27/2025
Type:Sales and Advertising 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 May 10, 2025, I returned my **** rental to ****************. The worker inspected the car by herself and then reported to me that I caused a chip in the window and so she has to write up a report. I asked her to show the chip to me, and she said no problem. Once we are standing in front of the car, she claims that the chip cannot be seen from the outside and can only be seen from the inside from a particular angle. Hence, she could not show me the chip in window. I contested her report on the form. Today, the manager sends me an invoice due to window damage that I had caused in their car. How can they charge me for damage that they cannot even show me or document??? From yelp reviews, I see that they are doing the same thing to other customers and not just myself.
Business Response
Date: 07/02/2025
BBB #: ********
Case: 71823604

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 at this time no damage charges have been billed to your rental.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Customer Answer
Date: 07/02/2025

Complaint: 23528040

I am rejecting this response because:
I do not trust the business' answer through BBB. I would like an email from the manager saying that there will be no charges to my credit card. See below for the manager's response to my request of eliminating the charges:
On Jun 27, 2025, at 2:33?PM, *****, *** <**********************************************> wrote:
?Hi ******,
We understand your concerns; however, please be advised that damage was clearly noted upon the return of the vehicle. As outlined in the signed rental agreement, any new damage identified at the end of the rental period is the renter's responsibility.
All assessments are conducted in line with our standard procedures, and the charges applied reflect the necessary repairs related to the documented damage. We are confident in the legitimacy of this claim and must respectfully decline your request to withdraw the charges.
Should you have any further questions or require documentation related to the return inspection, we would be happy to provide this.
Sincerely,
*** *****
Damage Collection Department (AB/SK/MB/BC)

Business Response
Date: 07/07/2025
BBB #: ********
Case: 71823604

Dear ******* ****,

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

We have contacted the Operations 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,

*****************
Client Relations Team
Customer Answer
Date: 07/09/2025

Complaint: 23528040

I am rejecting this response because - manager clearly states that he will maintain the charges and that he has no proof of damage caused:

From: "*****, ***" <**********************************************>
Date: July 4, 2025 at 11:37:43?AM EDT
To: ****** **** <********************************************>
Subject: RE: [External] Re: RA951765345 MVA37061894 ********* - Subrogation Demand Letter

To clarify, our records indicate that the charges on your file remain valid and have not been waived or removed. We are not affiliated with the BBB, and any general response provided by client services through that platform may not reflect the specific details of your individual claim.
The documentation weve provided supports the charges in accordance with the terms of your rental agreement.
Sincerely,
*** *****
Damage Collection Department (AB/SK/MB/BC)

On Jul 4, 2025, at 11:25?AM, *****, *** <**********************************************> wrote:
Hi ******,
It so happened that the shop failed to take pictures before the repair, but it is clear that the repair was done after your rental.
Sincerely,
*** *****
Damage Collection Department (AB/SK/MB/BC)

Business Response
Date: 07/11/2025
BBB #: ********
Case: 71823604

Dear ******* ****,

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

Our Operations Manager has stated the damage claim is for RA 951765345 for dates from 5/9/25-5/10/25 for 49.90 windshield chip repair. They state that you signed the vehicle inspection slip stating that there was no damage prior them taking the vehicle.

Due to this the charges for damages will be valid.

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

Sincerely,

*****************
Client Relations Team
Customer Answer
Date: 07/14/2025

Complaint: 23528040

I am rejecting this response because:
Firstly, **** has failed to show me the damage that I supposedly caused during the inspection upon return and also afterwards when I requested a photo proof of the damage I caused.
Secondly, how can they expect me to see a microscopic window crack (that the Avis employee said she could 'only see from the inside through a particular angle') when I got the car even if there is indeed a crack??? NO ONE would have been able to spot it.
How can I post my claim publicly on BBB website to expose what **** is doing (and not just to me.. to other customers as well). What other avenues do I have? They have charged my credit card.

Regards,

****** ****
Initial Complaint
Date:06/27/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a vehicle with **** for pick up in *******, ** on June 8th and 12:00. The location booked was at Address: ************************, ************************************** Phone: **************. When I arrived at the manager told me she did not have a car, and she was also closing for the day. She said that I could pick up my reservation at the *****************************. I called **** **************** to confirm that my reservation was moved and that my car would be available. **************** confirmed this information. Upon arrival by **** to ******* my car was unavailable. After a one hour wait for a vehicle to arrive I was overcharged and not given the corporate rate that I had booked. I called **************** again to report the matter and was told to call back two days after I returned the rental and that the corporate rate would be honored. This too, was not the case. I would expect compensation from a company with their *************** ID: **** ******** Reservation: 33521427US2 Rental Agreement:Renter Name: *********, ****** Dear ****** ********* Please provide documentation for your case file via the **************** email Sincerely,**** Representative | **************** TKT Case ID: **** ******** Reservation: 33521427US2 Rental Agreement:Renter Name: *********, ****** Dear ****** ********* Please provide documentation for your case file via the **************** email Sincerely,**** Representative | ****************
Business Response
Date: 06/27/2025
BBB# 23526314
Avis case #  73206771
Your
file referenced above has been brought to our attention.
We have reviewed your rental and
notes from your case.  By way of explanation ABG takes pride in providing our clients with a
seamless rental experience. We apologize
that you were placed in a position to pick up your car at an alternate location. Please be assured that your experience was not typical. A copy of our report has been sent to the
appropriate manager for corrective actions. We have adjusted the rate on the rental and refunded the out of pocket expense you incurred. A credit of $140.55 has been issued to your
MasterCard account. The credit will post
to the account within 3-5 days. We hope that our actions will meet with your
approval and you would consider using our service in the future.
Thank
you for giving us the opportunity to address your concern.
Sincerely.
Avis Response Coordinator
Customer Answer
Date: 06/30/2025
[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 23526314, and find that this resolution is satisfactory to me.

Regards,

Felipe Rodriguez
Initial Complaint
Date:06/27/2025
Type:Sales and Advertising 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 **** and left it in complete normal wear and tear from driving around in a car for a week. I have rented many many cars and left in the same or worse condition and have never had the slightest issue. They randomly sent me a email saying they were charging me $450 cleaning fee. They gave no photos, no proof just arbitrarily charging me $450 for nothing. This is in my opinion fraud and very unethical and I have read that many people have had the unfortunate experience of having ght exact same thing happen to them. **** should not continue to be allowed to commit fraud over and over and get away with it.
Business Response
Date: 06/27/2025
BBB #: ********
Case: 73322788

Dear ******* ********,

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

Avis values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.

Based upon the information you provided and the findings of our internal investigation, we have refunded the cleaning fee billed on the rental. A credit of $450.00 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
Initial Complaint
Date:06/26/2025
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.
On June 26 2025, a reservation was made in my name by my fianc ******** *******. Ms. ******* paid for the vehicle in full to include the deposit. When I arrived at ****, they had 5 attendants working the counter and a line of customers reaching out the door. Within several minutes, two of the attendants left for the day drastically increasing the wait time. After waiting in line 30 minutes (past the time of my pick up reservation) I spoke with the customer service *** **** he stated that I needed to provide a credit card. I informed him that there was a credit card already on file. **** stated he needed a credit card from me in order to continue with the contract. ( I disagree but if that is company policy then so be it). I informed Ms ******* to cancel the reservation and to get a refund of her money. Ms. ******* attempted to speak to a customer service *** over the phone several times. Each time they would put her on hold or drop the call. After roughly another 20 minutes Ms. ******* was informed she could not get a refund as it was past the scheduled pick up time a situation they created with poor staffing and management. I am requesting that Ms. ******* receive a full refund for her reservation due to the negligence of that specific *********** at ****************************. Ms. ******* can be reached at ************** to further support this complaint.Vehicle reservation number 35427481US5.An almost identical incident occured at ****************** in February where again, due to poor customer service and poor management.. Ms. ******* was again, denied a refund.
Business Response
Date: 06/27/2025
BBB #: ********
Case: 73723751

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 have cancelled and requested a full refund for your prepayment of $388.59. Please allow 10 business days for processing.
Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Initial Complaint
Date:06/26/2025
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 arrived at the rental counter at 10am for a 10:30 reservation. I waited in line for nearly two hours (1 hour 55 minutes) to be served at the counter, which then took another 20 minutes. As a result, I missed a long awaited reunion. I called **** to complain and they were not willing to provide me a refund or any compensation. Instead they tried to entice me to rent from them in the future.
Business Response
Date: 06/26/2025
BBB# 23522137
Avis case# 73699234
Your
file referenced above has been brought to our attention.
We have reviewed your rental and
notes from your case. By way of explanation ABG takes pride in providing our clients with a
seamless rental experience. We apologize for the excessive wait you encountered to secure the vehicle you had reserved. Please be assured that your experience was not typical. A copy of our report has been sent to the
appropriate manager for corrective actions.
Due to the inconvenience we will adjust one day from the bill. The credit will be processed when the contract is closed and the final audit has been completed. We will e-mail you a copy of the amended receipt after the adjustment is applied. We hope that our actions will meet with your
approval.

Thank
you for giving us the opportunity to address your concern.
Sincerely,
Avis Response Coordinator

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