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.
1,673 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:06/23/2025
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.
Rental Agreement # (under my mom's name): ********* Item found reference #: ******** I submitted a ************ request to **** on 6/8/25 **** responded on 6/9/25 and identified that they have my item.I paid $46.15 for ***** Standard 1 Business Day shipping on 6/9/25 for my phone to be sent to ***** has now been 14 days with no resolution, no update, and no help. Tracking information for the shipment (Fedex:289564136362) has no update. Still says "Label Created" status. I have called almost daily to both customer service and **** ************ department. They give me the run around, refuse to escalate the issue, and refuse to help me find a resolution. **** lost and found department (************ ) will no longer answer my calls and send them to voicemail.If I cannot get a resolution soon, I will be reporting the $46.15 charge to my credit card and pursuing small claims.
Business Response
Date: 06/24/2025
BBB# 23507295
Avis case # 73332907
Your
file referenced above has been brought to our attention.
We have reviewed your rental and notes from your
case. We have contacted the Operations
Manager to investigate the lost and found issue you raised further. When we have received 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,
Avis Response Coordinator
Customer Answer
Date: 06/24/2025
I was not updated of the status but I did receive my phone yesterday in the mail. This no longer needs to be investigated. Thank you

Regards,

Casey Hawk
Initial Complaint
Date:06/21/2025
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.
The actual location address is ****************************************, this address was not an option. I rented a 15 person passenger van from this location and it was parked in a parking garage (by the employees at this location) that it did not fit out of. The turn to exit the parking garage was too sharp for this size vehicle and the vehicle ended up getting damaged trying to remove it and now they want me to pay the damages. The employees even stated at the front desk that I would probably have a difficult time getting this size vehicle out of the garage. The day prior they called me to confirm that I still needed this vehicle because they do not typically have this size vehicle at this location. I was put in a lose lose situation. They knew that van was not going to get out of that parking garage without sustaining damage and made sure it was under my responsibility to do so so they wouldnt have to pay for it. I attempted for several months to contact someone at the company about what had happened and was ignored every single time. Incredibly negligent practices by this company and the employees at this location.
Business Response
Date: 06/21/2025
BBB ID: 23500656
Avis Case: 71604396

Dear Ms. SCHOTT,
At Avis Budget Car Rental Group Inc. any difficulties or problems encountered by a customer is a concern to us.
We have engaged our business partner named: Sedgwick that administrates our damage claims to review the file. An update about the status of the file will be provided within five business days. Your patience during this process is appreciated.

Regards,

Customer Resolution Coordinator
Initial Complaint
Date:06/21/2025
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.
**** took more money from my credit card than they were supposed to from my 2nd rental and still have not provided my $200.00 deposit on that card as well as any penalties and charges I accrued by them taking more than they were suppose to which was an additional $197.00 for what, I do not know . I Also have not received my $250.00 deposit from my 1st rental on 05/19/2025. My rental agreement #'s are ********* and *********. I went to the branch in ******** and they called the corporate office, who of course was not helpful. My 1st rental was from 05/19/2025-06/13 (*********) and then I had to start a new contract for only 1 day from 06/13-06/14 (*********). They also charged me for insurance a day and loss damage waiver on my 2nd rental, which I never requested because I have my own insurance and that was proven on the first rental. This company is a scam and I want my money back AAP. It is now 06/21/2025 and I still have not received my deposits.
Business Response
Date: 06/30/2025
BBB Case: 23500644
Case: 72659411 / Case ID 73516953
Rental: U381125780
Reservation: 31424049US6

Thank you for reaching out to Avis Budget Group. We sincerely apologize for the inconvenience you experienced during your recent rentals and appreciate the opportunity to address your concerns.

We understand that your original rental under Agreement Number 381125780 was scheduled from May 19 through May 23, but was extended three times, with the final return occurring on June 14. You mentioned that your $250 deposit has not yet been released, and you are absolutely correct. Our records show that the funds are still pending against your account.

To expedite the release of this deposit, we kindly ask that you provide us with the fax number for your bank or credit card company, so we can send a formal release form on your behalf.

Regarding your second rental, Agreement Number 381129486, which was active from June 14 through June 15, a $200 deposit was held. However, our records indicate that this deposit has already been released and returned to your line of credit. Please note that you may not see a separate credit transaction, as the funds are typically rolled back into your available credit balance.

As a gesture of goodwill for the inconvenience, we have applied a discount to your rental charges and emailed you an updated receipt reflecting the adjusted total.

Lastly, you mentioned that this issue may have impacted your credit score. While we regret any stress this situation may have caused, please note that we do not report rental transactions or deposit authorizations to credit bureaus, and as such, we are unable to take further action regarding your credit rating.

We appreciate your patience and look forward to receiving your bank’s fax information so we can proceed with the deposit release. Should you have any further questions, please do not hesitate to reach out.

Sincerely,

ABG Client Relations Team
Avis Budget Group
Customer Answer
Date: 07/03/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23500644, and find that this resolution is satisfactory to me.

Regards,

Michelle Jordan
Initial Complaint
Date:06/20/2025
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.
Request: Return pre-payment for service not used All Im trying to do is visit my mom for a month or so, let her spend time with her grandsons. This is ridiculous! Renting a car should be a straightforward process that minimizes stress and prevents any discomfort or embarrassment for customers. If your **** had employed open-ended questions instead of closed-ended ones, I would have gained a clearer understanding of the rental process. I would not have prepaid if the reservation had been canceled when I contacted your team.Transaction: 06/09/2025 Confirmation: 33735765US0 Pick-up: 06/10/2025 Return: 06/11/2025 Address: ************************************************************************************************************* Phone Number: ************** Transaction 06/15/2025 Confirmation: 34199756US3 Pick-up: 06/20/2025 Drop-off: 06/21/2025 Address: *********************************,FLO **************************************************************************** Phone: **************** Many attempts to Rent-A-Car one-way. able to reserve one, then I would receive a call shortly after it was canceled, out-of-stock. I actually got one went to ****, but apparently you need to pass a credit check to use a debit card. I didnt pass the credit check, no car. I was finally to reserve another one-way rental online. Called CS to confirm. Pre-paid for the rental car with my stepfathers credit card My mom mailed credit card. **** location was roughly 2 hrs away from my home. I called CS the day before who advised my stepfather needs to be present and reservation needs to be in his name. I asked for the reservation to be canceled and transferred to a supervisor/manager ** refused to transfer advised just have my stepdad meet me As stated I am trying to get to my moms who lives about 800 miles away, so no. ** continued to be a robot, completely dismissing what I was saying. He finally did transfer me to another ** not a supervisor. CS who answered also refused to transfer me, placed on hold, routed back to an automated system
Business Response
Date: 06/21/2025
BBB ID: 23498240
Avis Case: 73559839

Dear Ms. KRAWCYK,
At Avis Budget Car Rental Group Inc. any difficulties or problems encountered by a customer is a concern to us.
We are sorry that you failed to meet the qualifications to rent despite our best efforts to disclose the terms and conditions. Our records indicate the booking was made online and we are sorry that the terms and conditions disclosure was not reviewed.
Although the prepaid program is non-refundable we have submitted a full refund $177.27 to the Visa account used during the transaction. Allow 10 business days for the refund to post.
We appreciate the opportunity to address your experience.

Regards,

Customer Resolution Coordinator
Initial Complaint
Date:06/20/2025
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.
A rental car was used during a trip to *******, ********. There were few car options and the representative gave me a car with dirty interior, faulty brakes, and a damaged gas cap. I informed the **** Representative that the car was damaged. He stated that they were aware and asked that I take a video to ensure that the damage was documented before leaving. During the 3 days, I discovered that the brakes needed repair as well. **** customer service was contacted and case #******** was created regarding the issues experienced with the **** company. **** is offering a credit for $87.21, which has been deemed insufficent. According to **** customer service, video evidence is not allowed. There is an internal communication issue between customer service and the facilities because the video was completed as requested by the **** staff. The assigned case is not moving forward in a satisfactory way because every email received is from a different representative and it is making the situation worst. A full refund is being requested from ****.
Business Response
Date: 06/24/2025
BB# ********
Avis case #   73465268
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 clean and well maintained vehicle. We apologize that the vehicle to which you were assigned did not meet this standard. we regret that we were unable to arrange a vehicle exchange during your four day rental. Please be assured that your experience was not typical. A copy of our report has been sent to the appropriate manager for corrective actions. As you utilized the vehicle we would not be able to void the rental charges as requested. We believe that the credit already issued is fair and reasonable. Therefore we are not in a position to discount the rental further. We apologize that we cannot offer a more favorable response.

Thank you for giving us the opportunity to address your concern.
Sincerely.
Avis Response Coordinator
Customer Answer
Date: 06/24/2025

Complaint: 23493308

I am rejecting this response because: if the refund was deemed to be correct. According to the message received from the **** customer service representative, the refund was not issued for the correct amount.
RE:
Avis Case: 73465268
Reservation: 30513611US2
Rental Agreement: U376474243

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

Thank you for contacting ********************* regarding the billing on your recent rental. We apologize that your coupon code was not applied to your rental agreement which prevented you from obtaining the benefits associated with this code. We are more than happy to review this matter for you.

Our records indicate that this occurred at the ************** in (location city, state) on 5/7/25 and your rental agreement number was U376474243. After reviewing our records carefully, we have determined that you should have received the (coupon offer) for your recent rental. To get this matter resolved quickly, we have processed a credit of $(100_) to your (CID Type) credit card account. Please allow three to five days for this to fully process.

An updated receipt has been sent for your records. Thanks for choosing ***** we appreciate your business and hope you have a great day.

If you have any further questions, please do not hesitate to ask.

Kind regards,

*******
Representative | Customer Service
**********************

Regards,

****** *********
Business Response
Date: 07/07/2025
BBB Complaint # ********
Avis case # 73465268

Thank you for your reply.

After reviewing your rental details, our records confirm that you were issued a refund of $87.15 for one day of your rental. This refund exceeds the calculated daily rate of $65.40, which is based on the total rental amount of $261.62 divided evenly over four days.

We believe the credit provided is fair and reasonable in light of the circumstances. As such, we must respectfully decline your request for any additional compensation.

We appreciate your understanding and thank you again for bringing your concerns to our attention.

Sincerely,

Avis Response Coordinator
Customer Answer
Date: 07/13/2025
[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:06/19/2025
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.
I am rejecting this response because it does not make sense and I don't believe it's accurate. If a tire had such low pressure that it was damaged during my rental period, it would be noticeable with an indicator light, by looking at it, and by how the car drove. None of these were true. And, if one of these were true, when I returned the car, the rep would have seen the indicator light when they checked for my fuel or would have seen the low tire when they walked around the car. They saw / communicated neither.
Business Response
Date: 04/08/2025
BBB #: 23165674
Case: 71722342

Dear Kelly Lynn Jones,

In regards to the
aforementioned BBB complaint case# 23165674, 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.
Upon further review, the charges are not for towing the charges are for a tire repair. The car showed low tire pressure when it was returned and required maitenance.
Thank for bringing this matter to our attention. Please let us know if you any additional comments or concerns.
I look forward to having you use Avis rental in the future and having a much improved experience.

Avis Budget Group
Customer Advocacy
Response Coordinator

Business Response
Date: 05/07/2025
Avis Case: 71722342
Rental Agreement: U337237331

Regarding the BBB, as mentioned above, Complaint ID: 23165674, thank you for allowing us to address your concerns.

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

Upon reviewing the details of your complaint, our records indicate that you have raised a dispute regarding the charges associated with the rental in question.

We have received a chargeback for the charges amounting to $122.81 which you have disputed with your bank/credit card company. This chargeback was received on March 19, 2025. As a result of this ongoing dispute, we regret that we are currently unable to address or assist with any concerns related to the charges until the dispute has been settled with your bank/credit card company.

Once the dispute has been resolved and a decision has been made by your bank or credit card company, we will promptly notify you of the outcome and any necessary actions that need to be taken.

We appreciate your patience and understanding during this process.

Sincerely,

Response Coordinator
Avis Budget Group
Customer Answer
Date: 06/19/2025
I rented from **** at *********** from 2/2/2025 to 2/5/2025. Rental agreement is U337237331. A few weeks after the rental, I received notification that I had damaged a tire and would be charged $122.81. I didnt have any issues during the rental period and a damaged tire not mentioned when I turned in the car, so I disputed the charge (case ************) and the response indicated that I used Emergency Roadside Assistance during my rental period and this was the charge for it. This statement is completely false. Unless someone can provide documentation that it was me (and not someone who had the car before / after me), which they cant because it didnt happen, I would like the $122.81 refunded.
Customer Answer
Date: 06/23/2025

Complaint: 23165674

I am rejecting this response because there was no indication that the tire had low pressure while I rented it, nor did the agent mention any issue when I returned the car. A tire that was low enough on air to require maintenance would have been obvious during the return inspection. This feels like a money grab as there’s no way for me to prove after-the-fact that the car (and all tires) were fine during and after my rental.

Regards,

Kelly Jones
Initial Complaint
Date:06/19/2025
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.
I am rejecting this response because: I had to spend extra money on an uber (x2- to hotel and to rental place next morning) and a hotel. I also had to find a last minute vehicle. The thing with the last minute vehicle is I already prepaid roughly $400 on the rental from Avis, which meant that money was already out of my account. So, now I had to pay for another vehicle. Which caused an issue because that was more money out of my account at the same time that should never have been.
Business Response
Date: 03/19/2025
Avis Case: 71249386

Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# 23083940

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

We have reviewed your Complaint, and you can be assured that the experience you described is certainly not typical of Avis. Please accept our sincere apologies for any inconvenience you may have been caused. Avis takes seriously its commitment to have the vehicle that is reserved available when and where you have reserved it and our teams do their best to match your needs and accommodate your specific request.

While Avis strive to give you the best service possible, it appears it was not evident in the handling of your car rental needs. We appreciate your bringing this matter to our attention and assure you that the responsible manager will be made aware of this unfortunate incident, in order for corrective measures to be taken to prevent any recurrence. Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your making this report to us.

Therefore, in an effort to demonstrate our apologies for your inconvenience we would like to reimburse you for your Uber ride, in order to reimburse please attach a copy of receipt to your BBB response.

I appreciate you taking the time to let me know about your most recent rental experience. Please be assured that we take matters of this nature seriously and we are committed to continually improve our service and look forward to having you use Avis in the future and having a much-improved experience.

If there is anything further, we can do to assist, please do not hesitate to reach out to us.

Sincerely,

ABG Client Relations
Escalation Team
Avis Budget Group, Inc.
Business Response
Date: 03/25/2025
BBB# 23083940
Avis Case: 71249386
Reservation # 25105686US4
Thank you for your reply.
We apologize that our reservation failure caused you to incur out of pocket expenses. We would need the receipts for these expenses along with the card number to which they were billed to move the file forward. We look forward to your response and assist with resolution.
Thank you for giving us the opportunity to be of assistance to you.
Sincerely,
Avis Response Coordinator
Customer Answer
Date: 06/19/2025
I was scheduled to pick up my PRE PAID vehicle at the airport yesterday March 17th at 11 pm. My flight was delayed a couple of times and I knew the location closed at midnight. I called and an agent told me locations will stay open until the last flight has arrived. She asked if my reservation had my flight number and it did, so the airport was aware of the delay. I landed at the airport a little after midnight. As I turned my phone back on I had a text from **** saying this **** and they are sorry that they are out of cars. I asked multiple questions as to why I was notified as I landed at the airport and not earlier in the day when the location new since they identify had no vehicles. I was stranded at the airport and had to book an **** to an airport until I could get a rental the next morning from Enterprise (who charges significantly less.) I asked the guy multiple times what could be done who would reimburse me for the ****, the hotel, and the vehicle. He just said I apologize and check back tomorrow afternoon for availability. They were no help at all. There has never been a more unprofessional company who waits until you land at the airport, where you are supposed to get the vehicle to say they have none. I should have been notified as soon as they opened so I had the opportunity to book elsewhere. But no I had to pay for an **** and a hotel and an **** again in the morning to enterprise. No one even contacted me this morning to speak with me on the phone to try to resolve anything. I would like someone to contact me to discuss reimbursement/compensation. I will not be using **** ever again. Please contact me for screenshots of text conversation with an agent.
Initial Complaint
Date:06/19/2025
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 rejecting this response because: I completely understand the process of renting a car using UBER. However, I was double charged for even after showing the young lady that I was already charged she still made me pay addition funds even after seeing that I had already been charged. I called the customer service number and no one was able to assist me I was told to go to the location and show them that I was charged and while I was on the phone with the customer service supervisor I asked her to explain what happened neither of them would explain the situation to the other they both kept telling me that I was wrong even though I have proof and I have been in contact with a lawyer regarding the situation because this is unfair that no one not even management will listen to me.
Business Response
Date: 03/18/2025
BBB #: 23071875
Case: 71103409

Dear Mr./Ms. Barbara Hines,

In regards to the aforementioned BBB complaint case# 23071875, thank you for giving us the opportunity to address your concerns.

When you rent a vehicle with us through UBER the rental period can only be a mx of 7-days per contract (56-days total), so when you pick up the vehicle there is a hold placed on the credit card presented at the counter for the estimated rental charges, at the end of that 7-day period the rental charges are finalized and if you are keeping the vehicle a new hold will be placed for the next 7-days, and the process continues until the vehicle is returned. If the card on file is not able to be processed for the additional time then the rental will be removed from the UBER program until funds are available for the hold/payment.

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
Avis Budget Group
Business Response
Date: 03/25/2025
BBB #: 23071875
Case: 71103409

Dear Barbara Hines,

In regards to the aforementioned BBB complaint case# 23071875, thank you for giving us the opportunity to address your concerns.

When you rent a vehicle with us through UBER the rental period can only be a mx of 7-days per contract (56-days total), so when you pick up the vehicle there is a hold placed on the credit card presented at the counter for the estimated rental charges, at the end of that 7-day period the rental charges are finalized and if you are keeping the vehicle a new hold will be placed for the next 7-days, and the process continues until the vehicle is returned. If the card on file is not able to be processed for the additional time then the rental will be removed from the UBER program until funds are available for the hold/payment.
The authorization hold will show as pending and some financial institutions will keep a hold in place up to 30 days. It always takes the standard 3-5 business days for the original hold to drop so you can have multiple holds at one time as the contract will renew every 7 days.
Only by being made aware of a problem can we correct it and offer the high quality of service that our customers expect and deserve.
Thank you for giving us this opportunity to be of assistance to you.

Sincerely,

ABG Client Relations Team
Avis Budget Group
Customer Answer
Date: 06/19/2025
On February 24, 2025, I went into an **** located at **************************************** to rent a car to do ****. On March 6, 2025, I received a phone call telling me that my vehicle was 3 days past due after being charged $****** when I tried explaining to the young lady in that office she got rude and told me I had 10 minutes to either pay again or I would not get the keys back to the car, so I ended up having to give them $239.12o in late fees even though I showed her that they had already charged me to renew my contract for the following week plus an additional $******. On March 13, 2025, I was taken out of the **** app while driving after being charged ****** I called to rectify the mistake and the young lady did not want to hear anything she was rude and to me that if I did not come in and pay the vehicle would be taken, I called the customer service number and they told me to just go in and show the transaction and they should put me back in the app but instead of listening and looking at the transactions I was told I have 10 minutes to pay or leave without the car I even offered to call the credit card company while there and asked if I could explain to the manager and was told no she is not going to speak with me so I paid an additional $****** and then was charged $****** again on March 14, 2025. I have called trying to get my money back and even though I have shown proof of the transactions no one will tell my where my money has gone and no one is willing to give it back. I never spoke with any of the young women with a bad attitude but have been constantly treated with disrespect if I did not need the car to do **** I would never rent from this company again
Customer Answer
Date: 06/24/2025

Complaint: 23071875

I am rejecting this response because:

I was over charged and given incorrect information as well as disrespected

Regards,

Barbara Hines
Business Response
Date: 06/27/2025
BBB #: 23071875
Case: 71103409
Thank you for your reply.
We have reviewed rental number  U911239486. Our records indicate that the base rate of $329.00 was billed correctly and matches what is disclosed on the signed contract as an Uber driver. Therefore we are not in a position to adjust the charges. We apologize that we cannot offer a more favorable response.
Thank you for giving us the opportunity to provide you with this information.
Sincerely,
Avis Response Coordinator
Initial Complaint
Date:06/19/2025
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.
I am rejecting this response because: due to the number of times I had to call and email. I would like to speak to a human being from corporate and fully discuss
Business Response
Date: 03/18/2025
Avis Case:71103569

In regards to the aforementioned BBB complaint Case ID# 23066588

We appreciate you reaching out to Avis in regards to your feedback that we received pertaining to rental. While your experience with our Avis rental location has been less that satisfactory there is good that can come of this it in regards to corrective action and training. Please be assured that you experience was not typical of Budget’s usual high standards, and this matter is not being dismissed with my reply to you. A copy of this report has been forward to the responsible manager, with instructions to bring the location into compliance with our standards.

Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us only by being made aware of a problem can we correct it and offer the high quality of service that Avis customers expect and deserve.

To demonstrate our apologies for any inconvenience this matter has caused we have emailed you a one free rental day coupon for your use on a future rental.
Sincerely,

ABG Client Relations
Escalation Team
Avis Budget Group

Business Response
Date: 03/25/2025
Tell us why here...BBB #: 23066588
Case: 71103569

Dear Mr./Ms. Angela Wrenn-Cardenas,

In regards to the aforementioned BBB complaint case# 23066588, thank you for giving us the opportunity to address your concerns.

I apologize for any frustration this matter has caused you. I tried to call you at 714-469-2364 and it would not allow the call to go through.

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
Avis Budget Group
Customer Answer
Date: 06/19/2025
On 3/14/2025, I rented a one way rental from ********** to *******. They only had a hybrid, we requested a gas engine and was denied. We gotpas ******, ******* and maintenance issues began with the battery. We were told that an exchange was set up at el ************ if we can make it. We made it and the lady was cold and rude, when I tried to explain the situation to the Operations Manager ******, he THREATENED TO cancel my rental and told me I could figure out how to get home from ******* He won't give me his name and currently we are stuck in the **** parking
Customer Answer
Date: 06/24/2025

Complaint: 23066588

I am rejecting this response because: Issue was never discussed or resolved. Not sure why everyone else can reach me. But they couldn't, but maybe they should try again if it's that important. They, technically have already lost me as a customer. I have closed my account and we'll never rent from them again. But if they want to resolve the issues and know what really happened. So that they can Improve, and maybe win me back and other customers then. By all means, please call me 7144692364

Regards,

Angela Wrenn-cardenas
Initial Complaint
Date:06/19/2025
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 am rejecting this response because:
I have still not received a final invoice. I cannot look one up using the website as the rental agreement for the final car was on paper and I was not given a receipt. I do not have a rental agreement or rental number other than the ones that pull up the other vehicles. When I call, no one can locate any other information associated with my name, my husband‘s name or my email address. There seems to be no electronic record of the final rental for the Durango that was returned on 2/22. This response is the same response I have received over and over with no resolve.
Business Response
Date: 03/05/2025
BBB #: 23008051
Case: 70613385

Dear Mr./Ms. CRISTINA NATHAN,

In regards to the
aforementioned BBB complaint case# 23008051, thank you for giving us the
opportunity to address your concerns.

We have reviewed
your rental and the notes from your case. We do apologize you have not received a final invoice as these mail out automatically to the e-mail on file. You may also go to www.avis.com and download or view the final invoice. We have stopped the towing charges from billing. Anytime a vehicle is towed the location can not close the contract until the car has been inventoried, so again, we do apologize as this is not typical. A copy of our report has been sent to the appropriate
manager for corrective actions.
Thank you for giving us this opportunity to be of assistance
to you. We look forward to serving your
future car rental needs.

Sincerely,

ABG Client Relations
Team
Customer Answer
Date: 03/20/2025
It’s been over a month and I still have no information from Avis. I called again and was told to go to the airport counter despite me living in a different state. No one seems to want to help.
Business Response
Date: 03/25/2025
BBB #: 23008051
Case: 70613385

Dear CRISTINA NATHAN,

In regards to the aforementioned BBB complaint case# 23008051, 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.
I have reached out to the Operation Manager to see if we can obtain a receipt for the Durango. The tow charges have beeen stopped and refund processed for the inconvenience.
I have shared your feedback with Senior Management so that this can immediately and appropriately be addressed with the locations staff and Management.
I assure you we take
matters of this nature seriously and are committed to continually improve our
service. I look forward to having you use Avis rental in the future and
having a much improved experience.

Thank you for allowing
us to assist you.

Avis Budget Group
Customer Advocacy
Response Coordinator

Business Response
Date: 03/25/2025
BBB #: 23008051
Case: 70613385

Dear CRISTINA NATHAN,

In regards to the aforementioned BBB complaint case# 23008051, thank you for giving us the opportunity to address your concerns.
The Operations Manager has responded and has stated they would like to comp this rental.
A refund in the amount of $278.33 has been issued to your Visa card ending 2480. Please allow 10 days for processing.
Thank you for allowing us to assist you in this matter.

Sincerely,

Customer Advocacy
Response Coordinator
Avis Budget Group
Customer Answer
Date: 06/19/2025
Rental start 2/16@130am at *********** - one vehicle towed 2/16@12pm the other exchanged at TPA 2/16@6pm returned 2/22 @3am. We reserved a minivan at ***. The lady at the counter told us there were no vehicles even though we reserved. She was rude didnt explain the situation and yelled at us. Her solution was rent 1 ev for 1 adult & the kids. The other can ***** Or take 2 Evs & call other locations to switch. She told us we should be grateful shes giving us any cars at all. We asked how to charge them, she said dont worry about it, she had to help the next person. I spent hours calling other locations with no luck. We went to visit family & when we tried to charge them we discovered there were no adapters in either car. **** said they couldnt bring us the chargers the car had to be towed. We took the 2nd car to exchange at *** before it died. We got a ******* however the counter said there was something wrong with the computer system and they had to fill out paperwork manually. We returned that vehicle at *** ON 2/22. We had the car less than 12 hours before it was towed and was charged $278 plus a tow fee of $283 because they had no way to charge. I called **** who stopped The tow charge and credited us $100. We received a letter that the company wasnt going to charge us for the damage. The car was not damaged. It was towed because we were told there was no other option. That is on ****. We still have no receipt from the *******. Every time I call Im told theres nothing on file and I have to go to the counter since I was not given a receipt. I live in another state. They told me I have to keep calling they cannot help. No one answers at ***. Ive spent too much time on the phone trying to resolve this wasting vacation time and personal time now that Im home. Never in my life have I experience such hassle and poor customer service. I will never recommend or use **** again! Horrible experience and a nightmare for those on vacation.
Customer Answer
Date: 06/24/2025
[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 23008051, and find that this resolution is satisfactory to me.

Regards,

Cristina Nathan

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