Complaints

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

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  Avis Rent A Car

  6 Sylvan Way Parsippany, NJ 07054

• 

  Avis Rent A Car

  28 Newark Airport Newark, NJ 07114

• 

  Avis Rent A Car

  1 Newbury St Peabody, MA 01960

• 

  Avis Rent A Car

  15 Transportation Way Boston, MA 02128

• 

  Avis Rent A Car

  1988 Washington St Hanover, MA 02339

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:05/24/2025

  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.

  Tried to rent from **** in *******, ** 6 months ago. Was quoted a price and reserved the car. When I showed up, all cars in my category (economy) were rented (none available). At that moment, they said the only thing they could do was bump me up to a midsize and charge me a over $300 more for a rental that was less than a week.Additionally, the person at the desk was extremely rude. Condescending, and lacked all empathy. Other people at the rental were experiencing the same thing.I called my friend who is a lawyer to understand the laws in ** (as I had made a reservation), and this made the person at the desk even more rude. I ended up leaving without a car, and $60 in **** charges to get there and back.I am shocked this place is affiliated with a national brand like ****. If I was ***** I would dissociate myself from this branch, ****. I am concerned about renting from **** now in the future, if they do not have corporate controls to ensure more ethical practices and better customer service.

  Business Response

  Date: 06/06/2025

  BBB #: ********
  Case: 73180553
  
  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.
  
  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,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:05/24/2025

  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 car at the Budget Rental for the *****************. I was driving to *********** Ill to see my daughter's graduation. Picked up on a Friday. Saturday morning noticed the check engine light. Did not feel comfortable driving and had a graduation and family events to attend. I had family drive me around. I took the car to an OReilly auto shop to scan it to make sure I could drive the hour and half back to the drop off location. The auto store noticed in the computer system it had been scanned for the same before. I explained this upon drop off and was told to call customer service. I did call and filed a complaint and asked for a refund since I was ********* drive it and they knowledge gave me a car with an emissions issue. They told me to call back in 5 days to hear the decision. They told me they would not offer me a refund because I did not return the morning I noticed the light. I explained I was on the way to my daughter's graduation and could not drive the hour and half back. They then proceeded to hang up on me.

  Business Response

  Date: 06/05/2025

  BBB #: ********
  Case: 72396164
  
  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.
  
  We are incredibly sorry for the experience you had and the stated condition of the vehicle that you received. Although we realize that we cannot make up for a disappointing experience such as this, we are happy to discount $20.00 from your rental. Our review found that we were not contacted about the issues until after the rental was completed which means we were never given the opportunity to address or resolve this matter at the time of issue. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:05/24/2025

  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.

  On May 1st approximately 12:30 pm I reserved an intermediate car. The employee was having a difficult time. He was assisted by an employee twice then eventually a supervisor. After **************************************** and when the contract was finalized, he had me sign. I could not see what I was signing as the kiosk machine was old and the screen made it difficult to read. I asked that he tell me verbally the daily rate in which he stated It is a package it does not tell me the daily rate Fatigued I rented the vehicle from May 1st to May 2nd, the desire was to keep the vehicle until May 8th, however; I assumed I could call **************** and receive the information I needed regarding the vehicle and extend it if need be. Once I was in the vehicle, I called CS. I confirmed the daily rate as $24.00 per day. She informed me that there were a lot of additional add Ons. I informed her that I did not agree to the charges, she extended the vehicle to the desired rate and sent a confirmation email with the new amount upon returning the vehicle I would then owe. I was driving and unable to review the email confirmation but noticed in the subject line it said, RENTAL EXTENSION CONFIRMATIONI was then satisfied and believed that this was all taken care of properly. Two issues with this 1. I would never have extended at this rate with the additional add Ons #2 She failed to put the extension dates in the system. On May 3rd I began receiving text messages that my vehicle was overdue. After contacting Avis rental car at least 15 times during my rental period and receiving various responses including but not limited to a supervisor will return your call twice, (never happened). I finally was able to provide a COPY of the extension agreement on May 5th to customer service and was given reference number A8777D75 AS THE **** NUMBER. I have still not been made whole from this debacle

  Business Response

  Date: 06/06/2025

  BBB #: ********
  Case: 72284440
  
  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 you did speak with a **************** Supervisor and we did refund $183.67 and $664.22 from your rental. We do find the remaining charges to be valid an no additional adjustment is owed. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:05/24/2025

  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.

  Subject: Dispute Regarding Inaccurate Placement on Avis Rent a Cars Do Not Rent List I am writing to formally file a complaint against Avis Rent a Car for placing me on their Do Not Rent list based on inaccurate and unverified information.According to ****, the reason for this action was due to alleged inappropriate language used toward one of their employees on February 11, 2019, in *******, *****. I was initially notified of this claim on May 13, 2025, and immediately informed **** that I could not have been involved, as I was not in ******* at that time due to a life-threatening situation involving a death in my family.On May 14, 2025, I received a follow-up from an **** representative stating that the incident actually occurred between January 31, 2019, and February 4, 2019, an entirely different timeframe, yet still during the same period I was away from ******* dealing with the same family emergency. Therefore, I maintain that I was not involved in any such incident and was not in the city where it allegedly took place.Given these facts, I believe someone may have fraudulently used my personal information to rent from ****, resulting in a case of mistaken identity. I respectfully request that **** immediately remove my name from their Do Not Rent list and purge any erroneous or fraudulent records associated with this incident from their system.I am requesting the Better Business Bureaus assistance in resolving this matter and holding **** accountable for correcting this unjustified and harmful action against me.Please feel free to contact me should any further documentation or clarification be needed.

  Business Response

  Date: 06/04/2025

  BBB #: ********
  Case: 72503908
  
  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.
  
  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.
  
  Full Driver's License Number:
  State of Issue for License:
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:05/24/2025

  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.

  To Whom It May Concern, My name is ***** ***** and I am disputing a transaction with Avis Car Rental. Myself and my family rented a car from **** from March 25 2025 through April 1 2025. We returned the car on April 1st with no issues. We were charged properly by **** for the tolls and the price agreed upon. On April 13th I received an email and letter stating, due to excessive dirtiness and/or damage to the vehicle I would be charged 450 dollars. I received an email from **** which shows three floor boards of the vehicle that contain some dirt and a left over piece of paper. I first dispute that the vehicle was excessively dirty. A vacuum could have been used to clean the vehicle floorboards in a reasonable amount of time. The **** contract also states normal wear and tear is excepted under provision 1.4(a) When to Return a Vehicle. I also dispute the cleaning fee of 450 dollars. This is not reasonable in the **** contract under provision 2.6(c). which states, 'You will pay a reasonable fee for cleaning the vehicle 's interior or exterior for what we determine in our sole discretion: excessive stains, trash, dirt, soilage, odors, or pet hair after the vehicle was returned.' The pictures do not identify any stains, soilage, pet hair, or any damage or dirtiness. There are no picture(s) showing any damage or dirtiness to the exterior of the vehicle. We also did not have a pet in the vehicle as it can be viewed there is no pet hair of any kind located in the vehicle. Also it was not stated in the letter we received from **** that there were any odors of any kind.I also want to dispute the fact if any of the dirtiness disputed was even caused by myself and my family. The vehicle photos that **** claims are evidence were not taken until April 2nd. One full day after I returned the vehicle. At any point anyone could have occupied/used said vehicle.

  Business Response

  Date: 06/16/2025

  BBB #: 23329485
  Case: 71827400
  
  Dear Mr./Ms. Lynch, 
  
  In regards to the aforementioned BBB complaint case# 23329485, 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 charges have been disputed with your credit/debit card company. Please note that once Avis has been informed that the charges have been disputed per our merchant service agreement we are unable to review or investigate this matter any further until the dispute is complete with your credit/debit card company and they have notified us the dispute is closed. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

• Initial Complaint

  Date:05/24/2025

  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 with Avis on 3/13/2025 from the Avis at the CVG international airport location. I prepaid for my rental in advance with my debit card in the amount of $182.33 and upon pickup at the location I had to pay a 250 dollar deposit which I put on my ******** Credit card. The car was returned at the same location that I picked it up at on 3/17/2025 at 4:30 pm EST which was earlier than the designated return time of 6:30 pm. Avis scanned the barcode upon the return and advised that I would receive my receipt via email within 24 hours. I did not receive an email and on 3/24/25 I received calls and email from their loss prevention department stating that they didnt have the vehicle. I called them and they opened up a ticket to that particular location to locate the vehicle which wasn't completed until 4/1/2025. I called over 10 times for an update and received no response and was advised it was escalated to their district manager. I was then charged 2508.85 for the vehicle even though it was returned on the date it was due back and they additionally tried to charge me 1596.00. I called and requested that the video footage of me returning the car at the date it was returned etc and for a refund for the overcharges etc and Avis then black listed me and deleted my account. I received no refund of the overage of charges. I received an email from Avis Resolution on 4/7/25 with ticket number ********* and they said that they found no discrepancies and refused to advise or send the video footage of the car being returned on 3/17/25 and advised that they were unable to provide any credit.
  I have since tried to call their Loss prevention department and have received no further correspondence from management as I had requested.
  
  The rental agreement number for this is *********. My credit card company has also attempted to contact them with no response to get this corrected.

  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 charges have been disputed with your credit/debit card company. Please note that once Avis has been informed that the charges have been disputed per our merchant service agreement we are unable to review or investigate this matter any further until the dispute is complete with your credit/debit card company and they have notified us the dispute is closed. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

  Customer Answer

  Date: 06/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Avis is correct that this matter is being disputed to my credit card company and has been in the dispute process for over 60 days because AVIS billing has not responded to any correspondence that my credit card dispute company has sent to Avis to date. I tried to resolve this numerous times with Avis and they would not respond or denied to resolve it. Avis needs to rectify this immediately because I am fully prepared to take this matter to court and have retained an attorney to represent me on this matter. 
  
  
  
  Regards,
  
  
  
  **** *****

  Business Response

  Date: 06/10/2025

  BBB #: ********
  Case: ********
  
  Dear Mr./Ms. *****, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Unfortunately, you will have to continue to wait until the dispute has been completed and your credit card company will advise you of the outcome.
  
  Sincerely, 
  
  ABG Client Relations Team
  Avis Budget Group, Inc. 
  
  

• Initial Complaint

  Date:05/24/2025

  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 dropped off a rental car perfectly cleen and with a full tank of gas. The attendant came and checked the car and said everything was good, so I gave him the keys and we left. I received an email a week later saying that they were charging me $450 to clean a car that was already clean.

  Business Response

  Date: 06/04/2025

  BBB #: ********
  Case: 72619761
  
  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 you have already contacted our **************** Team and have been refunded for the cleaning fee. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:05/24/2025

  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.

  **** sent me a letter dated April 2025 regarding a rental from December 2025. The letter alleged that I damanged my rental and that they would be charging my card $379.12. When I rented the vehicle, the alleged damage to the rearview mirror, as well as other minor issues, were not noted on the agreement. I sat right in front of the rental facility, called the Manager on the phone and explained my concern regarding the damages. I then noted them on my copy of the agreement as well as took photos and videos. The Manager asked me if I wanted to change vehicles and I told him I didn't mind keeping the car I just didn't want to be charged for the damages. He assured me that I would not and that he would note the account. I have since visited the location twice to share the letter and my concerned. The second time I went there, I was told to call the number on the letter which is a toll free number to customer service call center that has absolutely NO information regarding the car or the alleged damages. The first time I visited, I was told, "this is not an isolated incident". The second time I visited, I was shown the notes in the comment on my rental that I didn't damage the vehicle. Both times I visited the location, they simply made a copy of the letter and told me they would take care of it. My bank account went negative as a result of the $379.12 charge and as of today, the charges have still not been reversed. I have filed a dispute with my bank, but still the charges have not been reversed. I want **** to refund me my $379.12 IMMEDIATELY. It has now been several weeks and I'm still trying to recover financially from this mess they made.

  Business Response

  Date: 06/04/2025

  BBB #: ********
  Case: 72367179
  
  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.
  
  So that we can look into this matter additionally, please provide the pictures you stated you had. Please make sure the pictures include the date/time stamp of when they were taken. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:05/23/2025

  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.

  0 star- It was a nightmare with this company. I rented a car a and got an electric vehicle. ************* driver to ***********, **. To go see my grandson on is soccer tournament. A trip that should've taken about 7 hours. It took 12 hours of pure frustration, range anxiety, and where the next EV charges? PANIC. The car was delivered barely 80 percent charge, and No one at the rental plsce seemed to care about getting me a different car that was electric. Charging stations were either full, broken, or straight-up nonexistent. I was so scared. I call the rental office to exchange the car something ore reliable again when I arrived to ***********. And flat-out they couldn't do Anything about it.I had to stop in a town to charge N drive around to find a EV pump. I spent over $455.86 on this rental **** WORTH ***** rental on the cat was$178.45 plus the *********** bill was$280:00 . I will NEVER be renting from this place again. ***************** was a mess too they couldn't find my reservation #. Very unhappy and very ANGRY Please HELP!!!! Thank you

  Business Response

  Date: 06/04/2025

  BBB #: ********
  Case: 72623744
  
  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. Although we realize that we cannot make up for a disappointing experience such as this, we do show that a credit of $50.00 was refunded for the frustration on May 15th, 2025.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:05/23/2025

  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 car from **** from 4/22/25-4/29/25 from the ****************(rental# U368334540) My son was graduating training in the Army at *******************. When we arrived, we had a couple issues getting a car. It seemed as though it was a busy weekend and all the bigger SUVs were being used or had been returned but not yet cleaned. I had to go back to the front counter to get a different car. Once we finally got the **** I noticed it had just been shampooed. The back where I put our luggage was still wet and had some shampoo still in it. I didn't check the rest of the carpet as I assumed it was all the same way. When I returned the car, I checked to make sure we got everything out. So, when I got the letter that we were being charged $250 cleaning fee, I was shocked. I also noticed an additional $197.18 on my credit card! I immediately called. (case ID# ********, ********)******** told me I was charged for gas and a car seat. I told him I filled that tank at the gas station just outside of the airport so that charge is false. He agreed and said it never should have been charged (first red flag!)The car seat is $85 but after fees and taxes, ends up at $108.03. Seems like a high tax rate to me but, I'm more concerned about the gas and cleaning charges. ******** provided the photos. There was a single plastic grocery bag with something in it and a napkin! This must have been under the seat because we cleaned out any trash we had. The photos of "sand" are NOT SAND AT ALL. We never went to a beach! That's called dirt. In *******, it rains...there aren't floor mats all over the car. I think anyone who sees these photos would agree that this is not "excessive". After reading some of the other complaints on here, I've concluded that **** likes to charge this to people!!! This is bad business! I've rented numerous cars and have never been charged for vacuuming out normal dirt after usage. BE VERY CAUTIOUS OF USING *******

  Business Response

  Date: 06/04/2025

  BBB #: ********
  Case: 72548319
  
  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 you have already contacted our **************** Team and had your concerns addressed. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team