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.
1,674 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:05/27/2025
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.
My name is ****** *******, and I am writing to file a formal complaint against Avis Car Rental regarding an inaccurate and unfair billing incident related to my recent rental.I initially rented a vehicle from **** in ******** with a scheduled return to the same location for the period of March 30, 2025, to April 6, 2025. On April 7, 2025, I contacted **** customer service by phone to extend my ********************** period until April 21, 2025. I was informed that the total rental charges, including the extension, would be approximately $550, which I accepted.On April 19, 2025, I needed to travel to ********** and decided to return the vehicle there instead. Using the *********** application, I modified my reservation to reflect this change. At the time of modification, the app displayed an additional charge of $48 for the change in return location, bringing the total estimated charges to around $580.However, upon returning the vehicle in ********** on April 19, I was shocked to find that my final charge was approximately $1,200more than double the amount I was originally quoted.When I contacted **** customer service to dispute the charges, I was told to provide a confirmation email of the reservation modification. Unfortunately, I did not receive any confirmation email from **** regarding this or any of my prior modifications over the past 68 months, despite regularly renting from **** and making several changes during that time. This has been a consistent issue with their system, and I believe I should not be penalized for a failure on their end to provide confirmation.I am reaching out to the BBB for assistance because this situation has resulted in an unexpected and unaffordable charge, and I feel that **** is not taking adequate responsibility for their system failures or for the lack of proper communication and documentation.
Business Response
Date: 05/07/2025
BBB #: ********
Case: 72029137

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 reservation was for one way. The discount code that you use does not offer one way rate, so when you changed as a one way rental to give you the better rate with the code you were charged for mileage instead of a one way fee. This resulted in a mileage fee of $ ****** before taxes.

Based on this information, we find that the charges are valid and no adjustment is warranted.

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
*****************
Business Response
Date: 06/05/2025
BBB #: ********
Case: 72029137

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 reservation was for one way. The discount code that you use does not offer one way rate, so when you changed as a one way rental to give you the better rate with the code you were charged for mileage instead of a one way fee. This resulted in a mileage fee of $ ****** before taxes.

Based on this information, we find that the charges are valid and no adjustment is warranted.

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: 06/05/2025

Complaint: ********

I am rejecting this response because:

Thank you for your response regarding BBB Case #********.

However, I must strongly disagree with your findings.

Firstly, I have never been charged for mileage in any of my previous rentals with ***** even when modifying a reservation. If this is a new policy or limitation tied to specific discount codes, it was neither disclosed during the modification process nor clearly communicated to me in advance. This lack of transparency is unacceptable.

To clarify the situation:
I initially booked the vehicle for approximately 20 days, with pickup and return at the same locationclearly qualifying for unlimited mileage. Due to an unforeseen emergency on the 19th day, I was compelled to change the drop-off location. During the modification process, there was no indication that this change would revoke the unlimited mileage benefit or incur an additional mileage fee. Had I been properly informed, I would have made a different decision.

Now, after driving under the assumption of unlimited mileage, I am suddenly being charged a shocking $565.20 in mileage fees. This is neither fair nor reasonable. The system allowed me to modify the trip without any warning, and retroactively applying mileage chargesespecially when the customer is unawarefeels misleading and exploitative.

I request that **** revisit this matter and refund the excess charges resulting from this unnotified change. I am prepared to escalate this further if a fair resolution is not reached.

Regards,

****** *******
Business Response
Date: 06/09/2025
BBB #: ********
Case: 72029137

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 take complaint resolution seriously and therefore we have thoroughly reviewed your concerns. We have carefully read and listened to your concerns, and based our response on experience and the facts at hand. As such, we are not able to provide any compensation.

As the vehicle was not returned to the original location it was considered a breech in contract. Furthermore, the discount that was used o0n your reservation does not give one way rates so you were charged for mileage to get the best discounted rate.

We find that the charges are valid and no adjustment is warranted.

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: 06/09/2025

Complaint: 23246862

However, I must once again reject your resolution, as I remain firmly convinced that the charges imposed are unfair, misleading, and financially damaging.

I am at a significant loss due to the lack of transparency in your system and the failure to notify me of the change in billing structure when I modified my return location using the *********** application. At no point during the modification process was I informed that my reservation would be stripped of unlimited mileage or reclassified in a way that would incur excessive mileage charges. In fact, the estimated total shown at the time of modification was around $580, not $1,200.
It is unreasonable to expect customers to be penalized for changes that were neither clearly communicated nor confirmed, especially when these changes result in charges that are more than double the original estimate.

I respectfully request that **** take accountability for the system failure and lack of transparency, and issue a refund for the excess mileage charges.

Sincerely,
****** *******
Initial Complaint
Date:05/27/2025
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.
On April 6, 2025, I was wrongfully denied a rental car at the Avis location at *** * ** *** Washington, DC, despite providing all documentation required by Avis’ published rental policy. I presented a valid temporary driver’s license issued by my state DMV, my expired physical license, and my passport — which should have satisfied their requirements.

The counter agent refused the rental, and when I followed up with customer service, I was told I needed a specific type of temporary license with a physical stamp — a format my DMV does not issue. Avis cited a policy that does not exist in my state, and later, a supervisor falsely stated I did not have a valid license.

As a result of being denied the rental I had reserved, I was forced to spend $414 on **** rides that day. I was traveling with someone who has a disability, and **** was the only viable travel option under our circumstances.

Avis initially instructed me to submit my **** receipt for reimbursement, but then later claimed there was an internal $50 cap that had never been disclosed to me at any point.

I submitted a formal complaint (Ticket #********) on April 7, 2025. Avis acknowledged the complaint the same day and after I followed up, they responded on April 9 and stated it had been forwarded to their Specialist Team, promising a response within 5–7 business days. It has now been over 10 business days with no resolution. To make matters worse, they marked the ticket as “Closed” without resolving or responding to my reimbursement request.

I sent multiple follow-ups, including a final one on April 20, clearly stating that I would file a formal complaint with the BBB if Avis failed to respond. I have not received a response.

I am requesting a full reimbursement of the $414 I was forced to pay due to Avis’ failure to honor its own policies and provide the service I reserved.
Business Response
Date: 05/08/2025
BBB #: ********
Case: ********

Dear **** *********

In regards to the
aforementioned BBB complaint case# ********, thank you for giving us the
opportunity to address your concerns.
We appreciate your taking the time to bring this matter to our attention. Our records show that you were not able to provide an actual drivers license at the counter. In order to rent a vehicle, the renter must have a non expired, actual drivers license. We processed a full refund in the amount of $178.48 for the rental and we reimbursed you the maximum amount of $50.00 towards your **** costs for the inconvenience.
Based on this information, we believe the matter has been resolved, and no additional credit adjustment is warranted.
Once again, we apologize for any inconvenience caused by this matter.

Sincerely,

Avis Budget Group
Customer Advocacy
Response Coordinator

Customer Answer
Date: 07/01/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:
Thank you for your response. I will accept this coupon. Here is my number: Avis Preferred # ******. Please email the coupon within 5 business days to me.

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:05/27/2025
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 reference the ******** rental T&Cs, which I agreed to when renting a car from ****. ******************************************************************** I note the **************** T&Cs for an eligible rental, which says I would need to decline the collision damage waiver and pay for entire booking with my Amex card. ******************************************************************************************************************************************. I rented a car from **** on 5/24/2025 and followed the correct procedures for activating the **************** insurance. But when I got to the desk, the **** agent tried everything to get me to purchase the **** insurance at $30.99/day. I showed him my Massachusetts driving license and a credit card. Then, shockingly, he asked to see my immigration documents! This is an absurd abuse of power. I said excuse me?, and he repeated - 'I need to see your green card'. I did not show him my green card. Then he asked to see my passport. I said is a photo ok, and he said no - a physical passport is needed to make a valid rental. This is false. This continued when he asked to see the same physical card that I used to book the car. I asked why? He said it's for the security deposit. A security deposit is not mentioned in the **** rental T&Cs. Let's assume that the deposit requirement was valid. Even so, I said I don't have the same card with me, but I can use the same card via contactless. Then he conveniently said 'oh the machine isn't working'. Then I pointed to the other machine, and he said 'oh that's not working either'. Once he knew that I didn't have the physical card, he knew he 'had me' and relaxed the other requirements - 'actually you don't need your physical passport', and said to send a photo by email. I did everything right and was willing to use the same card via contactless, but both machines were 'down' and I was subjected to extremely inappropriate document questioning. Ultimately I was coerced into buying their insurance.
Business Response
Date: 06/04/2025
BBB #: 23381142
Case: 73125789

Dear Mr./Ms. Garvey,

In regards to the aforementioned BBB complaint case# 23381142, 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.

Once this complaint was received, we tried to conduct an investigation. Unfortunately, there was not enough information provided, and your rental was unable to be located if you would kindly provide us the following information below, so we can investigate this matter further.

Reservation Number;
Renter's Name;
Rental Location;
Exact Date/Year of Rental;

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 06/05/2025

Complaint: 23381142

Information requested:
Reservation #: 548580104
Renter’s Name: Jonathan Garvey
Rental Location: Santo Domingo Airport, Dominican Republic
Date of Rental: 24th May 2025

Regards,

Jonathan Garvey
Business Response
Date: 06/13/2025
BBB #: 23381142
Case: 73367082

Dear Jonathan Garvey,

In regards to the
aforementioned BBB complaint case# 23381142, 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 receive a reply from their office, we will advise you accordingly.
We appreciate your patience during our investigation.

Sincerely,

Avis Budget Group
Customer Advocacy
Response Coordinator

Customer Answer
Date: 06/27/2025
I will take you at your word that you always do the right thing.

In this case, as I was asked to show my green card which is a complete breach of privilege and exhibited a behavior reminiscent of shady practices, and the fact that BOTH card readers were conveniently broken at the kiosk, the right thing to do would be to refund me the amount I paid for insurance coverage.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23381142, and find that this resolution is satisfactory to me.

Regards,

Jonathan Garvey
Initial Complaint
Date:05/27/2025
Type:Order 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.
they wrongfully charged a card I do not have! they also owe the money for the tire they said they would reimburse. I have paid my dues for the car rental and they fraudulently repossessed the car as I was in disputes with them. This is clearly a tactic to get out of the contract through retaliation!
Business Response
Date: 06/03/2025
BBB #: ********
Case: 72782441

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

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

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

Our records show that when we tried to capture a new hold to extend your rental for another week the card on file declined our request. Due to this our Loss Prevention team did make several attempts to contact you by phone, email, and regular mail. As these attempts went unanswered the vehicle was repossessed. Additionally, we do not show any notes or documentation about tire issues associated with this rental agreement. If the tire issues were during another rental period please provide that rental agreement number along with any documentation such as the tire receipt for us to review.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:05/27/2025
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 May 3rd 2025, I reserved a car through the avis app. I reported to the avis location to pick up the vehicle and pay for the rental.

I initially paid with my credit card for the total bill ($1105.70) plus a deposit of $200 ($1305.70) they told me the transaction was declined however on my financial institutions end it showed that $1305.70 was pending. I spoke with the front desk and changed my payment method to a debit card. They then billed my card for the total of $1105.70 plus a $300 security deposit. Now normally the pending transaction would be returned within 3 to 5 business days however it has not. They have double billed me and put me in a severe financial crunch as I have continuously received conflicting information from avis regarding this matter. Because they have not honored returning my initial transaction in a timely manor I am seeking reciprocity now because now I am financially damaged and have had to make a few other transactions because of this occurrence. They have told me they would return the funds initially then they have told me that I need to wait till the end of my rental agreement. I am seriously considering legal action at this point.
Business Response
Date: 06/05/2025
BBB #: ********
Case: ********

Dear Mr./Ms. ***,

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

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

Our records show that the rental was not returned until June 1st, 2025, the hold was released once the vehicle was returned. Most hold releases will process within 3-5 business days but some banks do hold on to the holds longer.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 06/10/2025

Complaint: ********

I am rejecting this response because:
Avis held $1305.70 more on top of the $1405.70 for an entire month from my credit card account and blocked my credit so i can not rent with that card through AVIS which caused me great financial difficulty. My budget constraints were not appreciated, I submitted multiple requests for avis to release the excessive $1305.70 and my experience was not only extremely painful but also financially deteriorating due to their transaction system.

Regards,

**** ***
Initial Complaint
Date:05/26/2025
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 car we were renting was a day late at the *******************. It delayed our trip. The car was dirty inside & out. We only received half of the remote key fab and had to use rubber bands to hold it together. The windshield wiper fluid was empty. The tire tread was low and the car started floating on the freeway in the rain in the mountains, causing us to almost be run over by a big rig, going uphill. The windshield wipers were tearing off, with poor visibility in the rain. The worst part was the extremely dangerous steering on curves. The steering wheel wildly jerked every 2-3 while trying to straighten the car out of a turn. I had to fight the wheel with all the strength I had, to keep the car from going off the road into a ditch, onto the divider and off of a cliff in the mountains. We were wondering if this is normal for a 2024 ***** CX-90, as we had never driven a ***** before. Then the wrench warning light came on and we were finally near an ***** They exchanged our car for a smaller car in **************. They apologized for ***************** rental, but they didnt write notes on the account as to what we had experienced and why we were exchanging it, nor did ***********. I was appalled at the service in *********** and that they have no quality control or safety checks before they rent every vehicle out. It proved to be very scary and dangerous for us without any concerns for our safety, from a national car rental company. We will not be trusting them with our lives again. Hopefully, others will read this and reconsider renting from a company that rents out unsafe vehicles that could cause injuries and even death. It is a good thing that I am an experienced driver. Im hoping that this company will start doing safety and quality control checks on every vehicle before each rental. You obviously only care about the money you make and not the safety and well being of your customers. Please fix this before someone is injured or killed.
Business Response
Date: 06/03/2025
BBB #: ********
Case: 72892653

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 are incredibly sorry for the experience you had and the stated condition of the vehicle that you received. Our records show that you have already contacted our **************** Team and had your concerns addressed.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:05/26/2025
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 entered the problem below. They need to refund my ***** since they failed to provide a car. I'm amazed that I have to ask. Budget rental at ***************************.
Business Response
Date: 06/04/2025
BBB #: ********
Case: 72774730

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 your refund was submitted on May 27th, 2025, please allow up to *********************************************************************** 6033.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:05/26/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In January, 2025, I made a reservation for a car in *******, I was going to ** for a college graduation for my niece. However when I got to front desk, I was told no cars were available, of course my **** had pulled off so I said what am I supposed to do now. The employee said I could go to airport for a car but taxes would be higher, I said how can I get to airport, she said she don't know. Luckily there was another rental car business across the street so I went there, but price was higher so I rented one day less. I was initially told by **** in February that they would give me the difference of $30, however I have talked to 3 different **** and requested escalations twice to no avail.
Business Response
Date: 06/06/2025
BBB #: ********
Case: 70810706

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

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

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

Our records show the Atlanta locations are independently owned and operates as a franchisee of *****************. We've forwarded your complaint to the owner of this franchise so they can respond.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Customer Answer
Date: 06/06/2025

Complaint: 23372995

I am rejecting this response because:

It has been since February that I have continuously called **** and was totally ignored, whether franchise or not, it gives **** a very bad name. Im employed by a very big insurance company and could really spread the word harm **** small reputation they do have because I'm highly disappointed

Regards,

****** ****
Business Response
Date: 06/13/2025
BBB #: ********
Case: 70810706

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 apologize for the delay in response, this location is independetly owned and will respond to you directly. We have reached out again in your behalf so they can respond.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 06/25/2025

Complaint: 23372995

I am rejecting this response because:
No one has contacted me in attempt to resolve issue

Regards,

****** ****
Business Response
Date: 07/03/2025
BBB ID: ********
Avis Case: 70810706

Dear *** ****,
Today an unsuccessful attempt was made to contact you via phone: ************ to discuss the experience. Please phone us back at ************ so we can discuss reaching a resolution for the experience.

Regards,

Customer Resolution Coordinator

Customer Answer
Date: 07/17/2025

Complaint: 23372995

I am rejecting this response because:

**** will not return my call and other **** are not aware of the issue

Regards,

****** ****
Business Response
Date: 07/23/2025
BBB #: ********
Case: ********

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 have reviewed your rental and notes from your case with our Operations Manager. We can certainly understand the anxiety this rental caused. We would like to offer you a free day voucher. Please contact our customer service department at ************ and reference case number ******** and provide your **** Preferred number so that we can assign the voucher to your **** account. We are not in a position to issue any further credit.
Thank you for giving us the opportunity to address your concern.

Thank you for allowing us to assist you.

Sincerely,

**** Budget Group
Client Relations Team
Customer Answer
Date: 08/11/2025

Complaint: 23372995

I am rejecting this response because: This issue is still not resolved, **** have horrible customer service

Regards,

****** ****
Initial Complaint
Date:05/26/2025
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.
Rental Agreement: U361960620 Reservation Number: 26849898GB5 Start Date: APR 12 2025 End Date: APR 26 2025 Start Location: ********************************************* End Location: ********************** I am raising this complaint to dispute a $450 cleaning fee imposed by **** on my recent vehicle rental for the following reasons.1. This violates ****s own terms and conditions saying that a reasonable fee may charged for excessive dirt. **** alleged that the vehicle had dirt/sand in the interior. However, $450 is an excessively unreasonable amount for what should just be a vacuum and part of their standard cleaning process. I have repeatedly asked **** what was specifically done to the vehicle to address the alleged issue and why this warrants the fee. They were unable to provide any details and just said general detailing which says nothing about what was actually done to the vehicle.2. The issue with the vehicle was raised after I had returned the vehicle and it had been inspected thoroughly at the time of return. The attendant told me everything was fine with the vehicle when I returned it after it was inspected. **** cannot retrospectively add fees after I had returned it and they inspected it because I cannot be responsible for anything that happens to the car post return, especially given they had explicitly said there were no issues with the car. When I asked for evidence about the cleaning required, they sent over a document with falsified data with an incorrect rental return date that was the day after I had returned the vehicle. I have evidence and personal flight records that show the vehicle was returned much earlier than the falsified evidence in their document.
Business Response
Date: 06/06/2025
BBB #: 23358055
Case: 72291205

Dear Mr./Ms. Brown,

In regards to the aforementioned BBB complaint case# 23358055, thank you for giving us the opportunity to address your concerns.

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

Our records show that the rental counter has provided pictures to support the cleaning fee, based on this we do find the cleaning fee to be a valid charge. However, as a gesture of Customer Service we have refunded $200.00 back on the cleaning fee bringing it down to $250.00. Please allow up to 10 business days for this refund to post back to the Visa card ending in 1007.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 06/08/2025

Complaint: 23358055

I am rejecting this response because:
I appreciate AVIS's efforts to reduce the fee as this is a step in the right direction. However, in their response they did not address the 2 points I raised in my initial complaint (They were ignore entirely by AVIS). In the absence of a 100% refund of the fee, I need AVIS to engage with my concerns and address the points raised. I would expect any reputable business to directly respond to the points raised given the large sum of money involved, even after reducing this by $200.
I'll summarize the 2 points again here:
1. I have repeatedly asked Avis what was specifically done to the vehicle to address the alleged issue and why this warrants the fee. They were unable to provide any details and just said “general detailing” which says nothing about what was actually done to the vehicle. With the updated fee of $250, this is still excessive and unreasonable for what should just be a vacuum and part of their standard cleaning process. I request specific details on what work was done to address the issues raised with the car. This needs to be more than just "general detailing". For the sum involved, there needs to be more transparency on the work and how the fee justifies the specific work.
2. The issue with the vehicle was raised after I had returned the vehicle and it had been inspected thoroughly at the time of return. The attendant told me everything was fine with the vehicle when I returned it after it was inspected. Avis cannot retrospectively add fees after I had returned it and they inspected it because I cannot be responsible for anything that happens to the car post return, especially given they had explicitly said there were no issues with the car. When I asked for evidence about the cleaning required, they sent over a document with falsified data with an incorrect rental return date that was the day after I had returned the vehicle. I have evidence and personal flight records that show the vehicle was returned much earlier than the falsified evidence in their document.

Thanks,
Thomas Brown

Regards,

Thomas Brown
Business Response
Date: 06/13/2025
Avis Case: 72291205
Avis Rental: U361960620

Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# 233358055

Avis 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 Avis billing for a vehicle cleaning fee. A detailed inspection is done after the car return is completed to efficiently process the check-in. The cleaning charges are billed separately from the final rental bill and may take 6-8 weeks to show a charge on the card.
Unfortunately, we are unable to provide you with specific information regarding " general detailing".
We've refunded as much as were willing to regarding this matter.
Sincerely,
ABG Client Relations Team
Initial Complaint
Date:05/26/2025
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 recently rented with **** for 3 days from 5/1/25-5/4/25 from the ************************************ location. There was no problems during the rental and I returned the car before my allotted time. Since it was early in the morning there wasn't many cars during the return and it was checked in right away. The person checking in didn't notice anything wrong with the car and processed it with $0 owed. A week later I received a bill from **** saying I owe $628.91 for glass repair.I called the customer service number and spoke with ******** (he wouldn't give me his last name) with employee ID of ***** on May 13th of 2025. He mentioned that the charge was due to needing to replace the windshield. It didn't make sense to me as a major repair like that I would've noticed and the person checking in the car in person would've noticed. I asked him when the car was taken in for maintenance and at first he said right away. Then, I pressed on him the time which he then admitted it was the next day. Then, I said since it's a busy airport parking lot something could've happened during the day it was sitting there and he said nothing could've happened with no evidence or reviewing any information. I asked to speak to his supervisor and he said "they're not at the same location" which is shocking and as we're living 2025 and apparently **** doesn't have the technology to transfer calls. He then promised me a supervisor would call me back within 48 hours, it's been a week and I still haven't received any follow up. This charge doesn't make sense as a major repair like this would've been noticeable to both myself and the person checking in the car. I can understand if it's a small damage and it's easy to miss.
Business Response
Date: 06/05/2025
BBB #: ********
Case: 72580364

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

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

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

Our review found that the vehicle was pulled from service when you returned it and was not able to be rented again until the repairs were completed. As you have stated you did not return the vehicle damaged, do you have any pictures or other documentation to support the condition of the vehicle at the time of return?

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team

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