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

3,288 total complaints in the last 3 years.
1,393 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:06/10/2025
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 rented a car on 06/07 at 2 am, told the agent I needed the car until 06/08 at 4 am. He told me charge including deposit would be $327.40, that tells me the rental should be approx. $130 final charges. I agreed to this price. I received my final invoice for $456.33. Apparently agent at the counter entered the rental as picking up on 06/07 2am and returning on 06/07 4am. I would NEVER have agreed to $456.33 for a 1 day and 1 hour rental. I have contacted ****, and was told that this is what the charges are for not having a reservation. I believe this is robbery and taking advantage of the consumer. I have disputed said charges on my credit card.
Business Response
Date: 06/10/2025
BBB #: ********
Case: 73240873

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 your signed rental agreement has a final total of $127.40 but the return is for 6/7/25 at 4am. As the vehicle was kept for a full day and 1 hour instead of the 2 hours listed on the contract the charges are valid.

It is the customer's responsibility when signing the rental contract that everything is agreed upon at that time. If the customer doesn't agree with the optional products, the rental contract can be redone at that time of rental. The rental agents do not accept or decline the items for the customer, this is done by the customer prior to signing the ********************** contract and agreeing to the final, estimated charge. We encourage all customers to read their ********************** agreements at the counter when signing the documentation as they are assuming full responsibility and agreeing to the charges shown.

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: 06/10/2025

Complaint: 23448899

I am rejecting this response because: I told your agent that I wanted the car until Sunday 06/08 at 0400 am, NOT 06/07 at 0400 am. I was not provided with any paperwork to verify what date he put in. I was very clear to your agent that my flight left at Sunday 06/08 at 0600. I would never have agreed to this rate, nor rented a car for 2 hours. Realistically, common sense says most people are in town for at least 24 hours if they are renting a car, not 4 hours. Furthermore, I had explained to him that I was in town for a graduation party later that day, so once again, I would be keeping said car for 24 hours.

Regards,

***** ******
Business Response
Date: 06/14/2025
BBB ID: ********
Avis Case: 73240873

Ms. *****,
After further review of your customer file. In an effort to maintain positive customer relations a goodwill monetary credit $256.33 has been submitted to **** account number ending ********. Allow three business days for the credit to post.
We are sorry for any inaccuracy that occurred during the contract processing. A report with your comments has been sent to the St. ***** operational management to review and take corrective actions to prevent a recurrence.

Regards,

Customer Resolution Coordinator

Customer Answer
Date: 06/16/2025
[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.

Thank you.

Regards,

***** ******
Initial Complaint
Date:06/10/2025
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.
Date of transaction/complaint origin: May 15, 2025 ********, **************. Amount paid for car rental $673.74. Rental agreement **** #: ********* NATURE OF DISPUTE: Upon returning the car to **************** ****, my jacket (black down filled, outside nylon with ****, ****************** mfg.) was left in back seat of the car. I returned within 9 minutes! Was referred to **************** desk at other end of the garage. Spoke with **** who did not arrive until 7 minutes after I did. He checked license plate, and said car had already been rented and left. He then checked lost and found. (nothing). Upon return to ******, I filed with **** Honolulu lost and found. (nothing for past 2 weeks). Last Friday asked to speak with upper management at ******** about the LACK OF TIMELY RESPONSE, when cleaning crew, and subsequent renter could have been asked. Was given a case number ********, and told upper management supervisor would call me Monday June 9. (no call). I would like someone to check with the cleaning crew (who supposedly check the car) working that morning, and if possible, the subsequent renter, and simply inquire about the jacket. This COULD have, and SHOULD have been done the morning I inquired (and almost missed my flight as a result). Jacket was a prior anniversary gift from my wife. We were in ****** celebrating our 39th wedding anniversary. I feel like I'm getting serious attention from NOBODY. But they quote: "Not responsible for lost items." Are they responsible for cleaning the car before renting it out? Are they responsible for their crew not stealing a jacket? Or for basic follow up of a customer who inquired 9 minutes later? Thanks for whatever help you can give. **************** **** number ************
Business Response
Date: 06/10/2025
BBB #: 23448877
Case: 73078772

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

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

We have reviewed your complaint and the notes from your case. We have contacted the Operation Manager over the rental location to investigate this matter further. When we have received a response from their office we will advise you accordingly.

We apologize for the inconvenience this has caused, and we appreciate your patience during our investigation.

Sincerely,

ABG Client Relations
Escalation Team
*****************
Customer Answer
Date: 06/17/2025

Complaint: 23448877

I am rejecting this response because: Although **** sent an nice email acknowledging my complaint about apparent little timely followup to locate my coat in their system, when I returned 9 minutes after drop off in **************** to retrieve it, and said they would follow up, I have heard nothing else from them in the last 7 days. I specifically requested that they check with the car cleaning crew working on the morning of May 15,in the **** car return ****************, and with the person who rented the car subsequent to me (which I was told was already rented out and gone within 20 minutes of my checking back). This is something that should have been resolved the morning of the 15th. I have requested a coat retrieval or replacement. Thank you

Regards,

**** ********
Business Response
Date: 07/07/2025
BBB #: 23448877
Case: 73078772

Dear Mr. ******************* regards to the aforementioned BBB complaint case, thank you for giving us the opportunity to address your concerns.
**** values our relationship with travelers and always strives to do the right thing. We apologize once again for the inconvenience this matter has caused.
We know that a surprising number of people leave items behind in their rush to catch a plane or reach their final destination, our **** rental locations are quite proud of their success rate in locating these articles and returning them to their owners. Occasionally, however, some items thought to have been left in a rental car simply cannot be accounted for despite the locations best efforts.

Unfortunately, it appears this is one of those instances in which **** efforts have proven to be unsuccessful. Although your lost items was not recovered as indicated on your contract, that **** is not responsible for any loss or damage to personal property left or carried in our rental vehicle.

However, at check-out/start of each rental you have the option to accept or decline our Personal affects coverage. This particular coverage protects your personal affects in the rental vehicle. This coverage was
declined.
Thank you for giving us this opportunity to address this inquiry. **** sincerely appreciates your business, and look forward to serving your future car rental needs always to your complete satisfaction.

Sincerely,
ABG Client Relations
Escalation Team
***********************
Customer Answer
Date: 07/10/2025

Complaint: 23448877

I am rejecting this response because: Timely efforts requested to recover did not appear to have been made.
Although I appreciate the messaging, calling this item "lost" is somewhat of a misnomer. Reason: I returned to where we dropped off the car in **************** 9 minutes after we dropped it off. What COULD have been done by **** was not, and it would have represented minimal effort. That minimal effort could have occurred that morning, by looking in a more rapid manner for the car still present at ****. By questioning the cleaning crew, that morning. Or, since the car evidently was rapidly re-rented out, by inquiring of that renter if he/she saw the jacket.
None of this was done. Since your response doesn't mention it, I don't even know if you did a follow up with the transition cleaning crew the morning of May 15 at 9 am, or with the renter subsequent to us, when we requested it in our last communication with you.
We have been **** customers almost exclusively for years. This experience was one that was not attended to in a timely manner. Not doing things that COULD have been done, and rather simply at that. This coat was in your car, in your facility. It was there 9 minutes after I dropped it off. "Lost" is an inaccurate description. "Taken" is what happened. I'm saddened **** didn't do a follow up on that as we requested directly and through the Better Business Bureau.
I have requested return or replacement. That ****** ***** coat was given me by my wife 7 years ago as an anniversary present. It holds a lot of meaning, especially as our time in ****** was to celebrate our 39th anniversary.
Since I haven't heard a direct response to my requests to you, I went to ********************* outlet and bought a similar, but much cheaper coat (due to manufacturer, and a summer sale on winter coats). My wife paid over $200 for the coat that was in your car in ********. We purchased this replacement for about $89 with tax. (receipt can be made available to you)
We respectfully request that amount only, and hope that the company we have long utilized and had satisfaction with will be able to help.

Regards,

**** ********
Initial Complaint
Date:06/10/2025
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 had a confirmed reservation with **** at ***, but upon arrivalwith infants in towwe were left stranded outside the rental car counter for over an hour. Despite repeated attempts to resolve the issue, **** customer service was unreachable and unhelpful.We were forced to deal with automated phone systems that provided no option to speak with a live person at the counter. Multiple calls resulted in being placed on hold, and we were hung up on more than once. No one was ableor willingto contact the *** location directly to assist us. We were left completely in the dark, with no accountability from ****, while trying to manage young children in a travel setting. Now, we got ahold of customer service who told us we were out of luck - wait until 430am. This experience was completely unacceptable, especially for a company of this size and supposed reliability. We demand a formal apology and appropriate compensation for the stress, delay, and lack of service.Desired Resolution:Written apology acknowledging the issue Full refund of rental charges Compensation for the time lost and hardship endured
Business Response
Date: 06/10/2025
BBB #: ********
Case: 73284178

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

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

**** 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 sincerely apologize for the wait time encountered and are glad that you have brought this to our attention. We will be very happy to address this matter for you. **** prides itself on prompt, attentive service, and we very much appreciate your business. Aside from stressing the importance of dependable vehicles, we also feel that quick and efficient service is equally important, whether you are traveling on business or pleasure.

We are sincerely sorry that you were inconvenienced, and extremely disappointed that we fell short of your expectations. To express our appreciation of your business, we are emailing a coupon in the amount of 1 free day to the email address on your profile for use on a future **** rental.

We appreciate your feedback as you have helped in a continuing effort to provide you, and all **** customers, with the service you 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:06/09/2025
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.
On June 9, 2025, I rented a vehicle from **** at *** under agreement #*********. During the rental process, the agent, ******* added several optional charges despite me explicitly and repeatedly stating that I did not want any add-ons.He removed some of the charges after I caught them, but he left a $49.46 prepaid fuel charge (plus *****% tax) and insisted it was mandatory. Ive been renting cars for over a decade and have never encountered a policy where prepaid fuel was required. When I asked him to remove the charge, he refused and was dismissive.After the rental was finalized, I called Avis customer service, and they confirmed the prepaid fuel charge is completely optional. This means I was intentionally misled and charged for something I explicitly *********** make matters worse, Ive now seen multiple reviews from other customers reporting this exact same tactic at this locationprepaid fuel being slipped in as mandatory without consent. This points to a pattern of deceptive upselling that needs to be addressed.?Resolution Requested:Full refund of $55.27 ($49.46 + *****% tax)Written acknowledgment that the charge was unauthorized Investigation into sales practices at the ******** location and corrective action to stop this from happening to future customers
Business Response
Date: 06/10/2025
BBB complaint# ********
Case: 73252469
**** Rental:368875706

In regards to the aforementioned BBB complaint review, 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 prepaid fuel charge.

Please be assured it is not a practice of **** to charge for a product that is not wanted or needed, the decision of course is left up to the customer.

It is distressing to receive a report of this nature and to learn that you have found some aspect of your experience with **** to be less than satisfactory.

Constructive criticism is appreciated, and you may be assured that this matter is not being dismissed with my reply to you. A copy of your report has been forwarded to our senior management team to advise of your feedback, so that corrective measures can be taken to prevent any further recurrence.

We appreciate your taking the time to make this report to us, you have helped in a continuing effort to provide you, and all **** customers with the service you expect and deserve.

We have processed a refund for the fuel charge that has been billed to the rental. Please allow 3-5 business days for the processing of this refund to your account.

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

Sincerely,

ABG Client Relations
Escalation Team
***********************
Initial Complaint
Date:06/09/2025
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.
Complaint against: Avis Car Rental
Location: **** ********* road, Troy, MI, 48083
Rental Agrement: *********
Dtae of Rental: May 23, 2025 - May 30,2025

I am filling a complaint against Avis due to deceptive and unauthorized billing during my recent car rental. At the time for pickup, I specifically requested the toll package from the rental agent, and I was told it was added and charge accordingly. However, after returning the vehicle and revieiwng the receipt, i discovered that the toll package was never applied. Instead, I was charged $53.94 for extended roadside assustance, which i did not request, agree to, or use.

Becasue the toll package was not added, I am now being billed seperately for tolls and administrative fees - which defeats the purpose of requesting the toll service in the forst place.

I contacted the Avis customer service, but the issue remains unresolved. I am requesting a full refund of the road side assistance charge and a reimbursement or waiver of the toll - related fees casued by this error. This sitiuation appears to be result of either employee negligence or mispresentation at the time of vehicle pickup. It has casued unnecessary financial stress and wasted time trying to fix an issue that should not have occured.

I have attached my receipt, which clearly shows the unauthorized charge and the lack of toll package mention.

I hope the BBB can assist in resolving this issue promptly and ensure that Avis improves its billing transperency and agent accountability.
Business Response
Date: 06/10/2025
BBB# ********
Avis case # ********
Rental # **********
Your
file referenced above to the BBB has been forwarded to our office for review
and reply. Based
upon the information you provided and the findings of our internal
investigation, we have issued a credit of $113.94 to your Visa card. The credit will post to the account within
3-5 days. 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

Customer Answer
Date: 06/11/2025
[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:06/08/2025
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 writing to formally dispute the recent damage claim regarding the rental vehicle associated with my reservation *********, which I returned on May 26 The alleged damage specifically the scratches and dents cited in your claim was clearly preexisting at the time I picked up the vehicle. These imperfections were either noted during the initial inspection or were already present but not documented through no fault of my own. I was not responsible for causing any new damage during the rental period.I request that you review the pre-rental inspection report and any photographs taken at both the time of pickup and return. Notably, when I returned the vehicle, the Avis agent on site was unable to produce or access the pre-rental photos that would confirm the vehicles condition prior to my use. This raises serious concerns about the accuracy and completeness of your documentation.Given this, I ask that you provide clear, dated, and verifiable evidence that the alleged damage was not present before my rental period began. Without such evidence, it is unreasonable to hold me responsible for damage that appears to have been preexisting.
Business Response
Date: 06/09/2025
BBB #: ********
Case: 73053006

Dear ****** **,

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
Avis values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
We have contacted the Operations Manager to review the issues you raised. When we have received a reply from their office, we will advise you accordingly. We appreciate your patience during our investigation.

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

Sincerely,
*****************
Customer Advocacy Response Coordinator
Customer Answer
Date: 06/23/2025

Complaint: 23441145

I am rejecting this response because: Hi, **** never addressed my concerns. Plz reopen the case

Regards,

****** **
Business Response
Date: 07/01/2025
BBB #: 23441145
Case: 73053006

Dear ****** **,

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

Our Operations Manager has advised that a refund has been approved. Please allow up to 10 business days for any refunds to process.

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

Sincerely,

*****************
Customer Advocacy Response Coordinator
Initial Complaint
Date:06/07/2025
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 reserved a large *** for May 29- June 6 2025 to pick up from ****************************. I was driving to ********, ************** to transport my son who was hospitalized there. As I was driving through *********, the *** began skipping on the pavement as I was going around bends on the road. It pulled me a little into the left lane each time it skipped. I had to drive with my hazard lights on for the rest of the way to my destination. I called Budget Roadside assistance from the hotel in *********, **. They arranged for a tow truck to pick it up and to drive me in the tow truck to the airport. It was almost 5 hours round trip after waiting almost 2 hours for the tow. In the morning, I noticed that the 2nd vehicle that they rented me had a warning light illuminated on the dash and it said "forward driving aids temporarily disabled. Front sensor blocked. See owner manual" It said to have the systems checked by the ****** dealer. The system aids include; Auto Emergency Braking, Intelligent Cruise Control, and Intelligent Forward Collision Warning. I cleaned all of the sensors that I located but that didn't fix the issue. I again called roadside Assistance and the told me that they got a new vehicle for me so I was to go to ***************, which was in *******. When I got there, they said that no one called them to let me know that I was coming there and that they didn't have a car for me. I couldn't believe that they would send me to another state to pick up a car when they didn't even have one there. On the way back to ********, it started to rain. The windshield wipers smeared up the windshield and obstructed my vision, I could barely see the road. I pulled off of the highway and cleaned the wiper blades to see if that helped. When I turned them off and then had to use them again, they were smeary again. This was the WORST experience that I have ever had with a rental.
Business Response
Date: 06/10/2025
BBB #: ********
Case: 73123568

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

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

Budget values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
We are disappointed to learn whenever a customer has found some aspect of their ********************** experience unsatisfactory. Feedback such as yours enable us to target areas of improvement.
On behalf of the organization,please accept this apology for the inconvenience experienced. We take pride in providing a well maintained vehicle. A report with your comments has been documented and sent to the Denver operations management with instructions to maintain service standards.
Although we are unable to approve the requested compensation. In an effort to demonstrate our apologies today a monetary credit $125.00 has been submitted to ********** account number ending ********. Allow three business days for the credit to post.

We appreciate your taking the time to apprise us of the experience. Only by being made aware of a problem can we address it.
Sincerely,

*****************
Customer Advocacy Response Coordinator

Customer Answer
Date: 06/12/2025

Complaint: 23439027

I am rejecting this response because I don't feel that the amount is reasonable. As I stated in my complaint, this was the WORST experience that I have ever had with a rental experience. Trying to get a replacement the first time and the drive to get it and get back to the hotel took almost five hours. Then being directed to another location to pick up another replacement vehicle that was not even aware that I was being sent there is just ridiculous! to took away the time that I should have been with my son in the hospital, causing us both distress. On the drive back, I had to stop so many times because I couldn't see where I was driving through the windshield because of the faulty wipers. I was so scared that we were going to crash and never make it home! Do you realize what kind of stress that is, barely being able to see the road to even pull over? When I returned the vehicle to the counter at the airport and talked to them about it, they said that they would take off 2 days charges from my trip and if that didn't think that would suffice, then I should contact the main number. I had trouble getting through to that number.

Regards,

**** *******
Business Response
Date: 06/16/2025
BBB #: ********
Case: 73123568

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

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

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

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 Budget's 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.

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.

We appreciate your taking the time to apprise us of the experience. Only by being made aware of a problem can we address it.

Sincerely,

*****************
Customer Advocacy Response Coordinator
Customer Answer
Date: 06/20/2025

Complaint: 23439027

I am rejecting this response because you did not resolve anything with my issue that I made a complaint about. You did not even offer adequate compensation for the horrrible experience that my family endured while driving your rental vehicles.

Regards,

**** *******
Initial Complaint
Date:06/06/2025
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.
This suspected hermorphrodte a spot black mammy worm if a tramp refused to make me a reservation about a nanoseccccccond ago when I warned her ifs yo nugger(mites hav fleasthe *****) ask(??????????) a** donned stop asking me to **** the shitttttttttttt out my assssssk im gonna knock a tUTD up her untouchable faggutt3 asswhile a** I may give her a whole legal gun skull crack wit fa shot of her skunk. the fresks must be f***** aid dat faggggggggggghghhghhh-hikkkup. Will you please stick a let **** cereal curly Iron up her charcoal trick her might wanna try U(smile)??!?????????????????!????????!
Business Response
Date: 06/09/2025
BBB# 23436421
Avis case # 73255706
Your file referenced above has been brought to our attention.
We would like to research the issue you raised further with our Operations Manager. Can you provide us with your rental number and reservation number to begin this process. We apologize for this inconvenience. We look forward to receiving your reply and assist with resolution.

Thank you for giving us the opportunity to intervene on your behalf.

Sincerely,
Avis Response Coordinator
Initial Complaint
Date:06/06/2025
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.
Pickup Date: May 9, 2025 Initial Issue: Shortly after picking up my rental vehicle, the engine light came on. I contacted **** and was told to go to the nearest ***************** Attempt #1:The agent helped me locate a nearby ************ but upon arrival, I was told quite rudely that there were no vehicles available. I was then redirected to the ********************************, which was out of my way. ****************** Experience:At the airport location, I was met by ******** at the **** desk. Her behavior was dismissive and unprofessional, and in contrast to how she assisted two European gentlemen just before me, I felt her treatment of me was discriminatory. Despite explaining the urgency of my situation, I received little to no help from her or her team. My family and I waited over two hours at the ********** location. Finally, a staff member in the parking area informed me that a white Jeep Grand Cherokee was available for exchange. Though the vehicle was dirty and had visible scratches, I accepted it simply to continue our family trip, which had already been severely delayed.Vehicle ************* Heirloom: Drop-off: May 12 between 2:302:45 AM at the ******* (***) location.The return area was unstaffed, and I was instructed to leave the keys in the vehicle. Unfortunately, I accidentally left my prescription vintage eyeglasses in the overhead visor. These glasses are not just valuable (worth over $3,000) they are a family heirloom passed down from my grandfather to my father and now to me.Upon realizing my mistake, I acted immediately. My aunt visited the *** location, where she was met with a chaotic scene and was told the vehicle had already been rented again. I submitted a lost item report and made multiple trips to the airport myself. Ive received conflicting information from various **** representatives including claims that the car is in **********, then at ***, and then rented to someone else. To date, the car remains unaccounted for.
Business Response
Date: 06/08/2025
BBB ID: 23433422
Avis Case: 72471535

Dear Mr. Fulton,
At Avis Budget Car Rental Group Inc. any difficulties or problems encountered by a customer is a concern to us.
Avis instructs our representatives to take great pride in reuniting our customers with their lost items. We feel this opportunity only demonstrates our efforts to gain your customer loyalty. We apologize that we have been unsuccessful recovering your lost item "prescription vintage eyeglasses."
We have reviewed your rental and the notes from your case. We are engaging the Detroit operations management to investigate the issues you raised further. When we receive a response from their office we will advise you of the findings.. We apologize for the inconvenience this has caused. We appreciate your patience during this process.

Regards,

Customer Resolution Coordinator
Customer Answer
Date: 06/09/2025

Complaint: 23433422

TThank you for your response. However, I would like to provide a full explanation of the issues I encountered, as there was not enough space to fully detail them previously.
I firmly believe that if your staff had acted with the urgency the situation required, my glasses could have been recovered. Unfortunately, due to the vehicle being improperly tagged and subsequently misplaced, no immediate or effective action was taken. There appears to have been no implementation of emergency procedures to address the matter, which has now escalated unnecessarily.
Your locations are equipped with surveillance cameras, and this situation could likely have been resolved within hours by reviewing footage and determining who cleaned or handled the vehicle. I believe the managers at both the DTW and Pittsburgh locations should have coordinated from the outset to locate the vehicle and identify who last accessed or serviced it.
Technically, the vehicle was still assigned to me during the period when my personal property was inside. Despite this, I was not granted access to retrieve my belongings, even while the vehicle remained under my name. In effect, the vehicle—and my property—were lost while in your care and during the active period of my rental.
I respectfully request that this matter be escalated and that a manager contact me as soon as possible to discuss appropriate next steps. Also below is my entire complaint. Subject: Urgent: Unresolved Issues with Vehicle Exchange, Poor Service, and Lost Family Heirloom
Lost item #21728505
Dear Avis Customer Relations,
I am writing to formally express my deep frustration with my recent rental experience, which involved poor customer service, an unresolved vehicle issue, and the potential permanent loss of a valuable and irreplaceable family heirloom.
Rental Details:
Pickup Date/Location: May 9, 2025
Initial Issue: Shortly after picking up my rental vehicle, the engine light came on. I contacted Avis support and was directed to exchange the vehicle at the nearest location.
Exchange Attempt #1:
The agent helped me locate a nearby Avis office, but upon arrival, I was told — quite rudely — that there were no vehicles available in my rental class. I was then redirected to the Pittsburgh International Airport, which was out of my way.
Pittsburgh Airport Experience:
At the airport location, I was met by Jennifer at the Avis desk. Her behavior was dismissive and unprofessional, and in contrast to how she assisted two European gentlemen just before me, I felt her treatment of me was discriminatory. Despite explaining the urgency of my situation, I received little to no help from her or her team.
My family and I waited over two hours at the Pittsburgh location, receiving no real assistance despite repeated efforts to explain the situation. Finally, a staff member in the parking area informed me that a white Jeep Grand Cherokee was available for exchange. Though the vehicle was dirty and had visible scratches, I accepted it simply to continue our family trip, which had already been severely delayed.
Vehicle Return & Lost Heirloom:
Drop-off: May 12 between 2:30–2:45 AM at the Detroit Metro (DTW) location.
The return area was unstaffed, and I was instructed to leave the keys in the vehicle. Unfortunately, I accidentally left my prescription vintage eyeglasses in the overhead visor. These glasses are not just valuable (worth over $3,000) — they are a family heirloom passed down from my grandfather to my father and now to me.
Upon realizing my mistake, I acted immediately. My aunt visited the DTW location, where she was met with a chaotic scene and was told the vehicle had already been rented again. I submitted a lost item report and made multiple trips to the airport myself. I’ve received conflicting information from various Avis representatives — including claims that the car is in Pittsburgh, then at DTW, and then rented to someone else. To date, the car remains unaccounted for.
Ongoing Efforts:
I have been working with Darrell at the DTW location, who has shown initiative and professionalism in trying to locate the vehicle and my lost item. However, this level of service has been the exception, not the rule. Darrell informed me that the vehicle still appears to be linked to my reservation and may have been in use by another customer for over a month.
What I Am Requesting:
Immediate and verifiable confirmation of the current location of the vehicle tied to my reservation.
A full investigation into who cleaned the car and whether my glasses were found.
Direct outreach to the current driver of the vehicle to recover my property or whomever has the vehicle.
A formal apology and explanation from Avis regarding the unacceptable service, including the discriminatory behavior I experienced from Jennifer at the Pittsburgh Airport.
This situation is deeply upsetting. I entrusted Avis with my time, my family’s safety, and now, my family’s history. Aside from Darrell’s recent help, I have felt dismissed and unsupported. I have also begun consulting legal counsel, as my property remains missing and I have no clear answers.
This matter deserves immediate attention. I look forward to your prompt response.
Sincerely,
Treveon Fulton
313-779-2356
That email was sent to Crystal Lewis and Alexandra Cruz on May 15 with no response.

Regards,

Treveon Fulton
Business Response
Date: 06/17/2025
BBB# 23433422
Avis case # 72471535
Thank you for your patience during our investigation.
We have received a response from the Operations Manager., They have advised us that our employee that handles Lost & Found went through all possible steps to recover our client's lost item. unfortunately we did not show any traces of the item, which was communicated to our client in a timely manner. 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:06/05/2025
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.
The car was rented from August 10th/29th. We received the vehicle in good condition and the vehicle was returned. We were not told properly what we were signing and therefore signed, we had credit card insurance and therefore there was no reason to have signed on additional insurance. It's not expected from rental company to give you something to sign and say it's something else.And when asked what we were being signed, we weren't told properly what we were signing.We would like to request that money back from *****
Business Response
Date: 06/07/2025
BBB ID: ********
Avis Case: 67570961

****** ********,
Upon receipt of your recent communication a review of the customer service file was conducted.
We apologize for any misunderstanding that occurred during the contract processing. A report with your comments has been documented and sent to the Phoenix operations management to review and prevent a recurrence.
Although we are unable to approve the requested adjustment for the optional ancillary coverages accepted. In the spirit of goodwill we have submitted a monetary credit 1K to **** account number ending *********. Allow five business days for the credit to post.
We deem this gesture fair and reasonable to maintain good customer relations. We look forward to servicing your future car rental needs.

Regards,

Customer Resolution Coordinator

Customer Answer
Date: 06/19/2025

Complaint: 23428665

I am rejecting this response because:
Thanks for giving me the opportunity to respond
Attached is my response.
I assume this be under the reject category:

I appreciate that **** understands the fact that I've rented many times from them and my status as a club member and is willing to pay the $1,000. I am just a little bit frustrated because I was charged an extra $2,088.79 on my rental because the representative at the desk gave me misinformation. I have never had a problem with **** before this and hopefully not after. As a courtesy for my status and the fact that I've rented many times over the last year I'd appreciate if they're able to reimburse the full amount of the insurance.

Regards,

****** ********
Business Response
Date: 06/19/2025
BBB ID: ********
Avis Case: 67570961
Thank you for your reply.
By way of explanation when our clients accept our insurance ABG would be liable for any potential claims. As our coverage was accepted on the rental we are not in a position to refund the coverage charges in full. We believe the credit issued to be fair and reasonable. We regret that we cannot offer a more favorable response.
Thank you for giving us the opportunity to address your request.
Sincerely,
Avis Response Coordinator
Customer Answer
Date: 06/20/2025
[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 enough, tho I'm still disappointed with the outcome and wish I would get more in return. Thank you for your service, and looking forward to continued business together in the future.

Regards,

****** ********

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