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:06/17/2025
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: This matter has gone on too long and the only acceptable response would be to discharge this claim and close it out. As previously noted, the damage to the vehicle was preexisting which is clear by the time and dated photos we sent to them. Allstate, our insurance company denied paying this claim due to our photo evidence. Budget should have resolved this matter immediately and not have sent it to Sedgwick their claims adjuster to file a claim against us. Sending it to their operations manager will only drag this on longer. We are being targeted by Budget as seniors and are still being harassed by phone calls and emails from Sedgwick their claims adjuster. This needs to end now. Our time and dated pictures don’t lie! We will expect nothing less than the harassment to stop, and the claim to be closed out immediately. Thank you!
Business Response
Date: 04/23/2025
BBB #: 23199356
Case: 70467082

Dear Nicholas Buerster,

In regards to the
aforementioned BBB complaint case# 23199356, 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.
Budget is reaching out to the Operations Manager for further review, please allow 14 business days for our investigation.
We appreciate your time and patience.

Sincerely,

Avis Budget Group
Customer Advocacy
Response Coordinator

Business Response
Date: 05/12/2025
BBB #: 23199356
Case: 70467082
Thank
you for your patience during our investigation.

We
have received a reply from our Claims Manager.
Based upon the information you provided and the findings of our internal
investigation, the claim has been stopped. 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,
Budget Response Coordinator
Customer Answer
Date: 06/17/2025
On 1/21/25 I rented a car from Budget Car Rental at the *************. I left the service counter at 12:18 pm to locate the rental car. We got to the car, loaded the luggage then did a walk around the car to look for damage. Upon noticing damage to the passenger side doors I proceeded to the kiosk to notify the attendant. He did not seemed concerned and directed me to see the attendant at the exit. Before leaving the parking space I took time and dated photos as proof that this damage was preexisting. The time on the photos was 12:34pm. That was only 16 minutes from the time we left the budget counter. I notified the attendant at the exit and she did a walk around the car and confirmed to us that it was in fact damage done prior to renting the car, and it was previously inspected by Budget because there were X marks drawn on the damaged parts of the car indicating that it was inspected. She appeared to have written this in her tablet and said we were ok to leave. Feeling confident that it was documented my wife and I left the airport. On 2/3/25 after returning the car to the ************* rental garage we received an e-mail with a vehicle damage report informing us that we were responsible for this damage. We sent our photos to Budget as proof of the preexisting damage. After several emails and calls we received emails from ******** their claim adjuster telling us we owed $2564.15 for damages and asking for our credit card information. They took it upon themselves to file a claim with our insurance company who investigated the claimed and denied it due our photo evidence. At this point we feel we are being harassed daily for payment on a collision they claim we had with another vehicle. There was no collision by us, no other vehicle, and the damage was preexisting. We donknow who to turn to for help, we are seniors on a fixed income and dont have money to payout for something we didnt do! They are trying to put the blame on us, and its causing us much anxiety.
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 23199356, and find that this resolution is satisfactory to me.

Regards,

Nicholas Buerster
Initial Complaint
Date:06/17/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am rejecting this response because:
While I appreciate Avis management response and the cancelling of cleaning fee - which was completely frivolous and inaccurate, Avis failed to acknowledge sub standard condition rental was received and disruption the sub standard condition imposed. As a goodwill gesture, Avis shall provide concession in partial reduction of rental bill in form of credit back and enticement for future rental business. I await further response from Avis. Thank you.
Business Response
Date: 04/10/2025
BBB# 23174289
Avis case # 71706338
Rental # U357962452
Your
file referenced above to the BBB has been forwarded to our office for review
and reply.
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 stopped the billing for the cleaning fee associated with your rental. 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
Customer Answer
Date: 06/17/2025
I am submitting a compliant for **** charging an extraneous $450 cleaning fee a week after rental was returned. We returned the car in the condition we received and did not have excessive uncleanliness that would warrant a big cleaning fee.Upon returning, we notified the agent about existing dog hair and leftover dog food under the seats clearly the previous renter had a pet. The Agent agreed that receiving a dirty car was not acceptable. I was redirected to go back to the rental office and wait in a very long line to complain to the manager to receive a price adjustment of the rental, but we had to catch our flight home and could not wait. We did not return the car dirty we received a dirty car. To dispute the cleaning fee, I tried contacting **** airport location repeatedly, and they did not pick up. My calls were routed to the national call center who was unable to resolve the problem. When I picked up the rental at the ***************** the night of 3/20, I was able to inspect exterior in the lighted parking garage but was unable to inspect interior at the time (black interior made it harder to inspect). We noted exterior damage/defects to the agent prior to leaving airport location. Agent was unconcerned about the exterior condition and did not notate. Again unbeknownst to us, there was dog hair and food bits that were unnoticed until we started sneezing from the allergic reaction to pet dander the following day. It was then we discovered dog hair and food in the seat ***** and trunk areas. Today I received email notifying $450 cleaning fee - with no details justifying the charge; only a generic explanation. We do not have a pet, do not smoke/vape, and did not spill anything. This cleaning fee is not warranted; not justified. I am disappointed in **** renting us a dirty car and then turning around to charge us for the cleaning. I am reaching out to BBB for support and advocacy.
Business Response
Date: 06/27/2025
Avis Case: 71706338
In regards to the aforementioned BBB Case ID# 23174289
We appreciate you reaching out to Avis in regard to your feedback that we received pertaining to rental . I am incredibly sorry for the experience you had and the condition of the vehicle that you received. We are following up aggressively with the senior management for the Avis rental location to address the issues that you outlined in your complaint.
We take great pride in supplying its customers with mechanically sound and well-maintained trucks. When the Avis rental locations do not keep the rental vehicles properly maintain and cleaned, we then forward our customer's comments directly to the District Manager that is responsible for the area, and appropriate actions will be taken to prevent any recurrences.

Therefore, to demonstrate our apologies for any inconvenience this matter has caused we have processed a 25% adjustment to the rental. A credit of $155.13 will post to the Visa card ending in 8247 within 3-5 business days. Avis believes this credit represents a reasonable solution to this matter.

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.
Customer Answer
Date: 06/27/2025
[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 23174289, and find that this resolution is satisfactory to me.

Regards,

Dan Chiang
Initial Complaint
Date:06/17/2025
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 am rejecting this response because: The response was just listing the items that I was charged. No explanation LDW, PAI and ALI and I wanted to use my own full coverage insurance which is through State Farm and has multiple options benefits added. I was denied the ability to use my own full coverage insurance which I have been able to use with enterprise and other rental companies. I needed the rental car to avoid being stranded at the airport. Can you explain why I was refused the ability to use my own Insurance?
Business Response
Date: 04/04/2025
BBB #: 23148974
Case: 71426846

Dear Angel Wyble,

In regards to the
aforementioned BBB complaint case# 23148974, 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 the rental was from March 26-March 28 and the final billing was $393.00. The insurance added at the counter was for the LDW at $49.98, PAI $12.50 and ALI 37.44.
This location is a Licensee location and I have communicated your feedback with the locations management team.
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
Customer Answer
Date: 06/17/2025
On 3/26/25 I arrived at the airport to realize our keys had been left in ***** and no way to gain access to our vehicle and travel to mountain home. Went to **** and attempted to rent a car and when told the price which was approx 350 I asked if I could book online so would be cheaper and was advised tht it would take too long and up to 3 hours. Also, asked about using my own insurance which I have done before and was blown off regarding that question and told that this is how walk *** are handled. I was trying to make it easier so asked if I could drop off car at closer location and as advised closest was ********* mo instead of ***********, but it was no problem. I attempted to use my debit card but was told I didnt pass credit check. I was blown away because I have good credit, plus had over 7k in that account. I used my credit card. I late talked to **** and was informed that I was told incorrectly I could have easily booked online and I put in complaint and was advised I would be contacted. I have not been contacted, I talked with the Hollister location who was able to assist me extending the car as our keys had not arrived. I asked her about booking online and she advised I can always book online and she advised that they charged me 150 fee to drop at *********, but that was never verbally mentioned or I would have never changed drop off locations. She was helpful with extending however, she was going to have the manager at *********** call Me back, I asked if possible that day. Still nothing and this was on 3/27 and still no call from anyone. If I had been able to book online it would have saved money and use my own insurance, but I was incorrectly told it was an issue and lack of explanation of 150 location change. The Hollister *** was able to remove 150 and allow me to return at ***********. What is the cost difference if I had booked online and used my insurance like I wanted? Originally it was nearly ****** for less than 24 hrs. No communication back
Business Response
Date: 06/19/2025
Avis Case: 71426846
Avis Rental: U546372455

In regards to the aforementioned BBB complaint # 23148974, thank you for giving us the opportunity to address your concerns.

We have reviewed your Complaint, and our records indicated that your reserved rate was honored. The added charge was for the acceptance of the LDW, PAI, SLI, coverages.

Please be assured it is not a practice of Avis to charge for a product that is not wanted or needed, the decision of course is left up to the customer. Unfortunately, we are unable to verify the nature of the conversation at the counter. As such the rental documents are the best evidence of what you agreed to at the rental counter.

Based on this information the charges seem to be correctly rendered. However, as a customer service gesture we have processed an 50% adjustment of the coverage charges billed to your rental. A credit of $49.95 will post to the card on file within 3-5 business days.

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

Sincerely,

ABG Client Relations
Escalation Team
Avis Budget Group, Inc.
Initial Complaint
Date:06/17/2025
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:
You clearly did not read or try to understand the situation. I never said the coupon didn't work. The person at the desk DIDN'T KNOW HOW TO HELP, AND TOLD ME TO CALL. THE PERSON ON THE PHONE REFUSED TO HELP. NO ONE ATTEMPTED TO USE THE COUPON OR HELP THE CUSTOMER- JUST LIKE YOU.
Business Response
Date: 04/04/2025
Avis Case: 71639405
Rental Agreement: U326912025

Concerning the BBB, as mentioned above, Complaint ID: 23142799, thank you for allowing us to address your concerns.

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

You mentioned that you attempted to use a coupon but were informed by the location that they were unable to assist, and told you to contact customer services who also advised that they were unable to assist you with applying the coupon to your rental. We understand how frustrating that must have been and apologize for any confusion caused.

Upon reviewing the details of your rental, we see that your loyalty points of 1,200 were successfully applied and covered all 3-days of your rental. As a result, there was bi remaining balance for the coupon to apply toward--only taxes totaling $37.55 were due. This may be why the coupon was not accepted or processed at the time.

We apologize that this was not clearly communicated during your experience and regret any frustration this may have caused.

Sincerely,

Avis Budget Group
Response Coordinator
Customer Answer
Date: 06/17/2025
When I made this reservation I was unable to enter coupon code for free day. When I picked up the car, I spoke to the woman at the counter, and she says she didn't know how to help, and I needed to call customer service. I immediately did, and customer service refused to help bc I literally just picked up the car. I tried speaking to a supervisor named Zeii, and she was just so unaccommodating, unwilling to help, not understanding... this is really a poor customer service experience and lack of training in your staff.
Business Response
Date: 06/19/2025
Avis Case: 71639405
Rental Agreement: U326912025

Thank you for your reply, we do apologize for any frustration that this has caused you.

We apologize that your complaint was not properly understood and will have the customer service issues addressed. As far as the coupon goes, the counter would not have been able to add or use the coupon if it was not already listed on your reservation, the same goes for our Customer Service Team. In order to redeem the coupon it must be added at the time of booking your reservation. We understand you stated that you were unable to add the coupon code. If this happens again in the future please contact our Customer Service Team at that time so we can review your reservation to determine why you are having a problem, as once the reservation is booked an you are picking up the vehicle it is too late for the coupon to be added.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Response Coordinator
Customer Answer
Date: 06/24/2025

Complaint: 23142799

I am rejecting this response because:

I did contact customer service!

Regards,

Sunita Ramgoolie
Business Response
Date: 06/24/2025
Avis Case: 71639405
Rental Agreement: U326912025

Concerning the BBB, as mentioned above, Complaint ID: 23142799, thank you for allowing us to address your concerns.

Avis values our relationship with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
Our records show that this was a 3 day rental booked using 2100 points, which covered the full 3 days of this booking. The balance due of $37.55 is for the taxes and fees. When booking a reservation you can use points or a voucher/coupon but would not be able to use both. In this case, all days were covered by points so you will be able to use your voucher on a future rental. Please note that taxes and fees will always be the renters responsibility.
We apologize that this was not clearly communicated during your experience and regret any frustration this may have caused.

Sincerely,

Avis Budget Group
Response Coordinator
Initial Complaint
Date:06/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from **** in ***** on April 22, 2025. I received a parking citation that day by Miami Dade County which I proceeded to actively dispute. I spent countless time filling out forms, submitting documents and waiting to hear when my court date would be. On May ****************************************************************************** 4-6 weeks. I had not yet receive this, but did see a charge on my credit card from "AVISFINE" for $30.00, posted on June 11, nearly two months after renting the car. I then called **** to find out what this was for, possibly a toll that i was not aware of. They said it was not a toll and then told me I had to call ************, which I did and it is the ************************* Bureau, an automated message. It appears that **** provided my credit card information to ***************** to pay for the citation which I was disputing. How is this possible? It is not even for the same amount of the citation, which was $36.00, and there was no indication on the credit card statement that this is where the payment was going. This is deceptive and dishonest, by both Miami Dade County and ****. I imagine I am not the only one who has been subjected to what feels like a scam and believe there should be a formal inquiry made by the appropriate authority. I will be contacting the ******************************* as well. Thank you for any help you can provide. It is not a lot of money, but it is the principle of what has been done, along with a ridiculous amount of time wasted. It's just wrong that this could happen with my personal credit card information, with no explanation and a total lack of clarity on what the charge was and who specifically was getting paid. I expect this was intentional and that most people may not notice or follow-through
Business Response
Date: 06/18/2025
BBB# ********
Avis case # 73461041
Your file referenced above to the BBB has been forwarded to our office for review and reply.
We have reviewed your rental and notes from your case. By way of explanation ABG is required to pay the fines levied by the municipality as the owner of the vehicle. ***************** Fee of $30.00 is billed for each citation. Our clients can continue to dispute the citation. If the citation is rescinded, ABG would than refund the fees assessed. We apologize for the inconvenience this process may cause.
Thank you for giving us the opportunity to provide you with this information.
Sincerely,
Avis Response Coordinator
Customer Answer
Date: 06/24/2025

Complaint: 23482066

I am rejecting this response because:
there was no prior authorization by me to use my personal credit card information for such a fee. Moreover, the reply from the business is **** to being declared guilty before proven innocent. The opposite of a fair justice/business practice. The citation is and has been in active dispute since it was wrongly issued over 2 months ago. There was no contact by the business notifying me of a pending $30 administrative fee (only $6.00 less than the citation amount) when I could have alerted them to the fact that the citation was in dispute awaiting a court date. This is simply a terrible and even unethical action on the part of the business that is only interested in making money, not participating in the process in a fair and transparent way that respects and values the customer. On behalf of all who have been subjected to this same experience, I trust the practice will be corrected without delay and I am also contacting the Attorney General in my state and in ******* to engage their help.

Regards,

**** ***
Business Response
Date: 07/07/2025
Complaint ID: ********
Avis Case: U369950291
Under the circumstances, We respect the BBB process. Weve reviewed the facts and circumstances of the allegations, and we will continue to hold you accountable for the administration fee until you get the outcome of the citation.
We respectfully will decline to comment at this time and reserve the right to not provide any further response

Sincerely,

ABG Client Relations
Escalation Team
***********************

Customer Answer
Date: 07/10/2025

Complaint: 23482066

I am rejecting this response because it is an excessive and egregious exploitation of customer. The parking citation, for which there is a pending court date later this month to contest the fine, is for $36. The administration fee is $30, almost the amount of the wrongly issued citation. This is just terrible business practice, where **** can use my personal credit card number without my approval before a fine is paid. It amounts to being guilty until proven innocent and extorting personal payment information in the process. It is simply wrong.

Regards,

**** ***
Initial Complaint
Date:06/17/2025
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 vehicle from Avis Car Rental on May 10, 2025. It was only for the weekend and I even brought it back a few hours earlier than expected. At the time of renting the vehicle I was told a $200 deposit needed to be charged to my card on top of what I was actually being charged for the rental itself, but that fee would be returned to my method of payment 24 to 48 hours after the vehicle had been returned. It is now June 14, 2025 and I still have not received my $200 deposit back. I have contacted **** on several different occasions about this issue. At this point, I feel as though I'm getting the run around. I'm being told several different things from several different representatives. I've even called my bank to make sure it wasn't an error on their end. It's extremely frustrating to know that ****, being such a huge company, is giving me this big of an issue when it comes to receiving my $200 security deposit back.
Business Response
Date: 06/19/2025
Avis Case: 72596489

Thank you for allowing us to address your concerns regarding the BBB Rebuttal mentioned above, complaint case# 23469699.

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 reviewed your Complaint and the notes from your case. Based upon the findings of our internal investigation our records revealed that an authorization hold in the amount of $322.76 was held on reserve on May 10, 2025.

At the time the final rental charges was processed on May 12, 2025 the pending merchant hold amount was replaced with the final charge amount of $169.31 and the reversal of $153.45 back to the account (See attached supporting documentation). Then an adjustment of $46.55 was processed back to the account making the final rental charges of $122.76.

So if your account only has a charge from Avis for the rental charges of $169.31 and there are no more transactions before that, it means that the hold has already been released back to your account. If you have any further questions are concerns regarding the release of merchant holds; please contact your financial institution.

Sincerely,

ABG Client Relations
Escalation Team
Avis Budget Group, Inc.
Initial Complaint
Date:06/17/2025
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 rented a car from **** in **********, to be returned to *************** the following day. The cost was $71.41 via ******. **** Rental Agreement number: ********* Once I arrived in *******, I topped up the tank at **** and then returned the car.I have since received a bill for $132.16. The additional charges included $23.43 fuel service and Loss Damage Waiver $34.99. I did not agree to either of these services AND I did not opt for them. I have contacted **** via customer support but I have not heard back.
Business Response
Date: 06/17/2025
BBB#: 23481410
Case: 73464496

Dear Harmony Gates,

In regards to the
aforementioned BBB complaint case# 23481410, 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 we topped the vehicle up with almost 2 gallons of gas and when we do this the cost is $9.99 a gallon. As a courtesy we have refunded the fueling fee of $23.48. Please allow 5-7 days for processing.
We have reached out to the Operations Manager for the issues raised on the insurance being added to the contract. Once we hear back from their office we will advise you accordingly.
Thank you for your patience while we investigate this matter.

Sincerely,

Avis Budget Group
Customer Advocacy
Response Coordinator
Initial Complaint
Date:06/17/2025
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.
Had a reservation for a car pick in *** from June *****, an agent decided to cancel my whole reservation because she did not want to help me change the pick up time, proceeded to say "you just have to wait 3 hours at the location, I can't do anything else" put me on a wait, and said you know what i cancelled everything... left me without a vehicle for pick up and now the days needed are no longer available for reservation. Also escalated to a supervisor said "ill look into the mistake of the employee but cant do anything right now, have a great day". Horrible customer service no one seems to be able to help me rebook anything unless i book for 5-6 days or more... The customer service here is atrocious they pride themselves in saying we cannot do anything for you, after they cancelled my reservation that was already paid for too.
Business Response
Date: 06/17/2025
BBB #: ********
Case: 73431629

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.

Unfortunately as this reservation was prepaid we are unable to modify the reservation, we do have to cancel the reservation and make a new booking.

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
*****************
Customer Answer
Date: 06/17/2025

Complaint: 23479752

I am rejecting this response because:
Does not tell me anything of what happen. I ans the customer did not ask to cancel anything. They just went ahead and cancelled instead of helping me or keeping my reservation as is and then didnt even have options to rebook me.
how does this make anything better? I went through 4 people that kept trying to bounce me around.
If the agent knew you guys were sold out why not come back and ask me how I would like to proceed?

Regards,

****** *******
Business Response
Date: 07/07/2025
BBB #: ********
Case: 73431629

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

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

We have shared your feedback with ***************** so that this can immediately and appropriately be addressed with the agent.

Any difficulties or problems encountered by a customer are a concern to us, and we apologize most sincerely for any inconvenience you may have been caused. Please be assured that your experience was not typical of ***** usual high standards, and that the responsible manager has been contacted to prevent any recurrence.

Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate you 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 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:06/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented the car for one day from 8:30 pm 6/12/25 to 8:30 pm 6/13/25. I returned early at 7:45 on 6/13/25, but the receipt showed I was charged for an extra day because the person receiving the car made an entry mistake and entered 6/14 instead of 6/13. I have been calling the number, but have not been able to reach anyone for 2 days.
Business Response
Date: 06/18/2025
BBB #: 23474690
Case: 73419851

Dear Mr./Ms. Languren,

In regards to the aforementioned BBB complaint case# 23474690, 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
Avis Budget Group
Initial Complaint
Date:06/15/2025
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.
Issue started in November of 2023 when we rented a car with **** in ****. The rental number was *********. They charged a card that we do not have on file and do not own for our reservation. The car holders bank disputed and blocked the charge repeatedly, and we were never notified this was occurring. They continued to accept reservations from me and then without notice, I was blacklisted and stranded without a car after hours in ********************. I was not provided any resolution to fix this issue when I reached out to **** numubers provided. After months and many attempts to reach the various **** departments that I hoped could help, including the collections, customer service, and Preferred lines, we were told this was resolved. Then in May 2025, after renting successfully with **** for months, I was again denied a car in *****, NE for the same issue, same reservation number. It is simply unacceptable to charge a card I do not own multiple times, blacklist me, and then deny me a car multiple times without actually resolving the issue.
Business Response
Date: 06/16/2025
BBB# 23472505
Avis case # 72367288
Rental # U641956755
Your
file referenced above to the BBB has been forwarded to our office for review
and reply.
We have reviewed your e-mail and notes from your
case. We have contacted the Operations
Manager to investigate your rental status 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

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