Complaints

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

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  Avis Rent A Car

  6 Sylvan Way Parsippany, NJ 07054

• 

  Avis Rent A Car

  1460 Route 22 Watchung, NJ 07060

• 

  Avis Rent A Car

  162 Boardman St East Boston, MA 02128

• 

  Avis Rent A Car

  299 Godfrey Blvd Bangor, ME 04401

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  Avis Rent A Car

  5 Transportation Way Boston, MA 02128

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/29/2025

  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.

  ****, the Manager of this location, charged us $805.74 for insurance when we were verbally told it was $275.00 total for the duration of our rental. **** also charged us a fuel service charge of $23.72 even though we returned the car with a full tank of gas. We also returned the car a week early and were not prorated for the earlier return.

  Business Response

  Date: 08/01/2025

  BBB #: ********
  Case: 74523839
   
  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 you contacted **************** about this issue and was refunded the fuel charge and 50% of the loss damage waiver. Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs.  
   
  Sincerely,
  
  ABG Client Relations Team 
  *****************

• Initial Complaint

  Date:07/28/2025

  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 July 24, 2025, I arrived at ***************************** (MCO) with my two children after prepaying $290.89 for a Budget rental (Reservation #: 25034413US5, Rental Agreement #: U164312050). I had completed ******* online check-in in advance to save time.Despite this, we were forced to wait over 3 hours in line at the Budget counter due to severe understaffingonly two agents were working, alternating breaks, while the line barely moved. Each customer took approximately 2030 minutes. No express pickup or ***************** was honored, even though I had pre-checked in.This experience was extremely frustrating and stressful, especially with young children. We were tired, hungry, and completely drained by the time we finally received our vehicle. It significantly disrupted our travel day.I contacted *********************** and was told that I would receive one day off the rental as the maximum allowed compensation. Given the excessive wait time, the failure of the online check-in process, and the distress caused, I feel that this compensation is inadequate.I am requesting a partial refund or additional credit that more fairly reflects the inconvenience we endured after paying in advance for what should have been a smooth experience. I would appreciate your assistance in resolving this matter.Resolution Sought:I am requesting a partial refund or additional rental credit as fair compensation for the significant time lost and inconvenience caused by ******* service failure at MCO.Sincerely,Theeranut ********** ******************

  Business Response

  Date: 07/31/2025

  BBB #: ********
  Case: 74485604
  
  Dear ******* **********, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Budget 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 our **************** Team has offered to discount a day off your rental or send you a free day rental coupon for a future rental for the wait you encountered. We understand that you have declined this offer, we do feel that taking a full day off your rental for the wait is a fair and reasonable offer.  
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:07/28/2025

  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.

  Avis Rent a car charged me $130.87 for gas when I turned in the car with a full tank. I opened an issue complaint with **** to get this corrected, and I even sent the proof twice and they still haven't resolved this faulty charge! This is after I had to wait 40 minutes twice to get a car at the ************* location. Do not rent from this company!

  Business Response

  Date: 07/31/2025

  BBB# ********

  Avis case# 74666588

  Your file referenced above has been brought to our attention.
  

  We  have reviewed your rental and notes from your case.  Based upon the information you provided and the findings of our internal investigation, we have refunded the fuel charge billed on your rental.  We have e-mailed a copy of the amended receipt to you under separate cover for your reference.   We apologize for the inconvenience this matter has caused.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs. 
  
  Sincerely, 

  Avis Response Coordinator 

• Initial Complaint

  Date:07/27/2025

  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.

  eservation number: AV104ES5341O Confirmation number: 38425980CO5 I made a reservation through the **** Latin America website (***********). During the booking process, I entered a valid promo code ("MUWA010") that was not applied. The final amount charged (USD ******) was higher than what was initially shown, by approximately USD 50.I contacted customer service less than one hour after booking to cancel, since I didnt use the service, and the system had an error. Despite this, I was charged a USD 50 cancellation fee. I believe this is unfair since I acted in good faith and the issue was with their system.I request a full refund without penalty.I have chat transcripts and screenshots as evidence.

  Business Response

  Date: 07/31/2025

  BBB #: ********
  Case: 74661366
  
  Dear **** ****,
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Avis values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.

  Our records show that this was booked through a 3rd party, Miles Car Rental, and we do not have any credit card information on file for this booking.  

  Please call our customer service at ************ for further assistance. 

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

• Initial Complaint

  Date:07/27/2025

  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 left a pair of prescription sunglasses worth around $1,000 in my rental car at the **** location in *********, **. Right after dropping off the keys, I realized I had accidentally locked them in the car and let the front desk clerk know immediately. She said shed call me later that day once the key crew checked the vehicle, but I never heard back.Since then, Ive tried calling the branch multiple times no one ever answers. Ive had to call nearby rental car companies just to get someone to walk over and physically speak with them. Even ****s own lost and found department hasnt been able to get in touch with the location.The car was rented out again just three hours later, so the window to recover the glasses was incredibly short. To make things worse, I even have a video showing the sunglasses sitting right there in the center console. Still, Ive been given the runaround with no resolution, and no one has taken ***************** just asking for the glasses to be returned or compensation if they cant be recovered. At the very least, Id expect someone to follow up and communicate, which hasnt happened at any ********** ID: ********

  Business Response

  Date: 07/31/2025

  BBB #: ********
  Case: 74374841
   
  Dear ******* ******, 
   
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Avis values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  We have reviewed your rental and the notes from your case. 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,
  
  ABG Client Relations Team 
  *****************

  Customer Answer

  Date: 08/12/2025

  
  Complaint: 23660533
  
  I am rejecting this response because: My case on BBB hasnt been resolved yet. **** hasnt reached out to me with any updates. I received a message stating that the case would be marked as resolved by BBB. 
  
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 08/21/2025

  BBB #: 23660533
  Case: 74374841
   
  Dear ******* ******, 
   
  Thank you for your reply, we do apologize for any frustration that this has caused you. 
  
  Our Operations Manager as advised that no glasses matching the description you provided have been found. Please note that **** is not responsible for lost of left items, you may want to check with your personal insurance to see if the lost glasses would be covered by them. 
  
  Thank you for giving us the opportunity to be of assistance to you.
   
  Sincerely,
  
  ABG Client Relations Team 
  *****************

• Initial Complaint

  Date:07/26/2025

  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 need assistance canceling a rental that I did not pickup.I reserved a vehicle at the *************** in *******I am a *************** Member. I was offered only one filthy and dirty vehicle, ( Bubble gum stuck to the back seat, and back seat covered in sticky stains) with ****** km. I respectfully walked away from the counter and did not pickup any **** vehicle. I was also not offered any upgrade, contrary to my *************** Membership Benefits.1)Could you please ensure my reservation is cancelled and no money is charged to my credit card.2)Could you please ensure all **** vehicles are cleaned properly and do not have more than ******km on them please. Your competitors can do it, so I expect **** can as well, especially in *******I am unable to communicate with any employees by calling the *************** location: ************** because nobody answers the telephone.I called **** Customer Service at ************** on July 26 2025 3pm EST and the agent was unable to assist me in any way.Therefore I am contacting your office today to resolve my concerns. The agent in ******* DID NOT cancel my reservation properly. 38089538CA4

  Business Response

  Date: 08/14/2025

  BBB #: ********
  Case: 74537442
   
  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 have contacted our Client Relations Team directly and this contract has been voided and no charged. 
  
  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: 08/14/2025

  
  Complaint: 23659141
  
  I am rejecting this response because: The business has not convinced me that they will provide safe and clean vehicles for future rentals. 
  
  
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:07/25/2025

  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.

  We reserved a vehicle in October of 2024. When we arrived at the **** location at ****************************************, our flight had been delayed enough that the location was closed. it was close enough to closing time that this was not a surprise.We went on about our trip and in turn, decided to not get the rental. Since then, it has been months of emailing back and forth in an attempt to get a refund for a service that was never provided. Multiple times we have been told that a refund was processed, there have been multiple dates offered clamming this was done. The problem is that in all this time, we have never received a credit or refund, back to the card that we used for the reservation. ****'s customer service keeps telling us to go to our bank. For what? The card that we used does not have a credit on it and the bank can only tell us that they did not receive a credit from ****. We are now over 8 months with still no resolve. We want our money back.

  Business Response

  Date: 07/31/2025

  BBB #: ********
  Case: 69400306
  
  Dear ***** *********,
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  

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

  Our records show that the refund that was processed failed and we have manually pushed through the refund in the amount of $536.55 back to your MasterCard ending XX3760.  Please allow 7 days for processing.

  I have set a follow up date to monitor this case to ensure the credit is successful.

  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 our customers expect and deserve.

  Thank you for allowing us to assist you. 

  Sincerely, 

   

  Avis Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  Date:07/25/2025

  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 car from the ****** ************* in *****, **. Upon returning the vehicle there were no employees so we left the keys in the after hours drop box. Week later we get a notification of a $250 cleaning fee. When we called to dispute the charge we were told it was for excessive animal hair. We informed the *** that at no point was there a animal in the vehicle and there was no animal hair we saw in the car during its use. The *** refused to refund the charge even though it is incorrect. After looking at ****** reviews apparently this is a common tactic by this **** ****** and should be looked at more closely for these fraudulent charges.

  Business Response

  Date: 07/30/2025

  **** Case: 74499737
  **** Rental: U412428586
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********
  
  **** values our relationship with travelers and always strives to do the right thing. We apologize for any inconvenience this matter has caused.
  
  We thank you for giving us the opportunity to address your inquiry regarding the miscellaneous charge on your **** billing for a vehicle cleaning fee. A detailed inspection is done after the car return is completed to efficiently process the check-in. These charges are billed separately from the final rental bill and may take 6-8 weeks to show a charge on the card.
  
  **** does not wish to deceive anyone we do our best to make sure that all pertinent information is made available to our customers in a variety of places with our **** website and within the terms and conditions, were you acknowledged you have read and agreed to the terms and conditions of the rental contract which states you will pay a reasonable fee for cleaning the car's exterior and interior upon return for excessive stains, dirt or soilage attributable to your use. We maintain a nonsmoking fleet. You will also pay an additional charge if you smoke in the car.
  
  However, upon review of the photos, as a customer service gesture we have reduced the cleaning fee to $125.00. A credit of $125.00 will post to the Master card ending in 0685 within 3-5 business days. 
  
  Sincerely,
  
  ABG Client Relations
  Escalation Team 
  ***********************

• Initial Complaint

  Date:07/25/2025

  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 prepaid for a rental months ahead of time. When we picked the rental up the dash display was on the tire pressure settings. I didn't think anything of it at the time, but a few days later I noted that I got a low tire pressure warning. I added air to the tire, but a few day later I received another warning. At this point we Contacted **** for assistance. We were informed we could take it to any tire place and have the tire repaired or replaced at out cost, and that they would re-imburse us. After visiting three locations it was determined the tire could not be repaired, so we had it replaced. We submitted the receipt and were re-imbursed the amount as promised, BUT they also charged us an additional $535.41 for hazard insurance. I should not have to pay for hazard insurance when they knowingly rented us a defective vehicle.We attempted to resolve this through their service center, but they just offered us two days of rental.

  Business Response

  Date: 07/30/2025

  BBB ID: ******** 

  **** Case: 70130618

   

  Dear ***** & ***** *****, 

  At **** Budget Car Rental ********** we are disappointed to learn whenever a customer has found some aspect of their ********************** experience unsatisfactory. Upon receipt of your communication a review of your customer service file was conducted. 

  On behalf of the organization please accept this apology for any inconveniences you were caused. Our goal is to provide a well maintained vehicle that enables a stress free rental experience. 

  Our records indicate a  dispute $535.41 with ********** has been filed and ***************** successfully defended the dispute. Although our customer service department has provided an electronic two fee day coupon to redeem valid until June 30th 2026. In an effort to maintain good customer relations today we have submitted a monetary credit $100.00 to the ********** account. Allow three business days for the credit to post. 

  We appreciate your taking the time to apprise us of the experience. We trust your next car rental hire will remain trouble free. 

   

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

   

   

  Customer Answer

  Date: 08/07/2025

  [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. We never actually received the rental voucher when we first raised concerns, but after contacting them this week we did get that vouncher. I just saw the credit post to my card. thank you.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:07/25/2025

  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.

  Date of Rental: June 27, 2025 July 12, 2025 Rental Number: ********* Customer Number: ******** For a recent trip to *******, I had a reservation to pick up a rental car in *****. Due to a last-minute change in travel plans, I instead picked up the vehicle on 6/27/2025 at the ****************Immediately after picking up the car, I called ********************* to confirm whether there would be any rate changes if I dropped the vehicle off at the originally planned location, *****. The representative assured me that no additional charges would apply and confirmed that she had updated the reservation to reflect the Tampa drop-off. Relying on that information, I dropped the vehicle off in ***** as discussed. However, when I later received my final receipt, I was charged an additional $550 due to the change in drop-off location. This charge directly contradicts the guidance I was given by ****' own customer service.I called **** to dispute the charge and was told a refund request would be submitted. Ive provided a screenshot of my call and have asked customer service to listen to the recording of the call. Unfortunately, this request was later denied without explanation. I believe it is unfair to penalize me based on inaccurate information provided by ****' own representative, and I am simply asking that **** honor the original terms communicated to me at the time.

  Business Response

  Date: 07/30/2025

  **** case: 74156259
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case 23654059.
  
  **** 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 the notes from your case. By way of explanation the one way fee is for returning the vehicle to an alternative location is due to the fact that **** manages its fleet at the local level often using the nearest airport as a distribution hub for outlying facilities in the area. 
  
  When the vehicle is taken one way **** incurs a material cost in retrieving the vehicle and returning it to the proper location. If the reservation is booked as a one-way rental ahead of time these fees would be reflected in the quoted rate. In the event that there is an alternative drop made during the course of the rental the fees are assessed retroactively. 
  
  As a gesture of customer service, we have processed an adjustment to your rental. This resulted in a refund in the amount of $351.45 issued to the **** card ending in 2711 associated with the rental. The refund should be reflected in the account within the next 3-5 business days from the day the account was credited. 
  
  Thank you for making us aware of the issue so that we might facilitate a resolution on your behalf and please do not hesitate to contact me should I be of assistance in the future. 
  
  Sincerely,
  
  ABG Client Relations
  Escalation Team
  ***********************