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

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  Avis Rent A Car

  1460 Route 22 Watchung, NJ 07060

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  Avis Rent A Car

  15 Transportation Way Boston, MA 02128

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  Avis Rent A Car

  162 Boardman St East Boston, MA 02128

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  Avis Rent A Car

  1200 Airport Dr. South Burlington, VT 05403

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:05/23/2025

  Type:Sales and Advertising 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 husband and I rented an ev vehicle from Avis rent a car in ** and twice the electric vehicle stopped working during our rental period. We had to have the vehicle towed back to the company TWICE. The last time 5 days before the vehicle rental was up and the company refused to refund us any money on both occasions and have continued to charge us bogus fees to the tune of $3,015

  Business Response

  Date: 06/04/2025

  BBB #: ********
  Case: 73132780
  
  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

  Customer Answer

  Date: 06/05/2025

  
  Complaint: 23322408
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  Deareka *******

• Initial Complaint

  Date:05/23/2025

  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.

  Could you please help my husband and me with issues: 1) Rented a car from the Dubuque, Iowa Airport and no person at the rental desk for more than 1 hour. We were promised a refund of 1 day due to our having to wait and we opened a case for that problem. Budget Case: ********. *) We didn't get SiriusXM on the rental that we paid for at cost of $39.953) BIGGEST CONCERN: We dropped off the car on time at the Dubuque, Iowa airport at the end of the rental reservation, placed the keys in the box (because no one was at the rental desk), but as of May 21, Budget is still saying we have the car. When I dropped off the car, we took a picture of the mileage, a video of the outside of the car as it was parked at the airport Budget/Avis lot (to show no damage), and pictures of my husband putting the keys and rental agreement in the drop-off box. These pictures and the 1 video were provided to customer service. We have done multiple follow-ups with customer service (we have now given them more than 8 business days to respond, and they haven't, and instead, they continue to send us emails saying we have the car). We have provided pictures and a video showing that we dropped off the vehicle.Here's the details: Budget Case: ********Reservation: ***************** Agreement: *************** Date of Reservation: April 22, 2025, Noon CTEnd Date of Reservation: May 8, 2025, Noon CTRenter: ******  ********* ###-###-####Spouse of Renter: **** ********* ###-###-####RESOLUTION:1) written confirmation we returned the car on time, as we are being harassed.2) refund of the $60 charge we were charged after the fact for not returning the car on time3) 1 day of the rental cost refunded to us, as your customer service representative promised on April 22 when we were waiting for more than 1 hour to pick up our rental. That is $17.50 plus any fees/taxes4) rebate for not receiving SiriusXM that we paid upfront for and didn't receive.Regards,**** *********###-###-####

  Business Response

  Date: 06/03/2025

  BBB #: ********
  Case: ********
  
  Dear Mr./Ms. *********, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  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 you have already contacted our Customer Service team and have been refunded $58.92 and $70.20 off your rental. 
  
  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: you did not address the mistake your company made, the harassment they gave us saying we didn't return the car, and the amount of hours we had to work to talk to your agents -- multiple times -- to get the results.

  Yes, the money was refunded, BUT YOU NEED TO TELL US WHAT YOU DID TO PREVENT THIS KIND OF MISTAKE FROM HAPPENING AGAIN! It was close to criminal in how you treated us for your agents mistakes in giving us a car without the option we payed for, for NOT BEING AT THE BUSINESS AT THE TIME WE WERE SUPPOSED TO GET THE RENTAL,for sending us multiple emails and a snail mail saying we have the car when we didn't. You shouldn't be able to harass someone like that when you knew the car had been rented twice after us (we found that out during one of our phone calls, but then, that same night, got another notice our car wasn't turned in). I could hardly sleep at night thinking we were going to have to pay for an entire car that was missing. TELL US HOW YOU WILL FIX THAT KIND OF PROBLEM FROM HAPPENING AGAIN!

  
  
  Regards,
  
  
  
  ******* *********

• Initial Complaint

  Date:05/22/2025

  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.

  Rental U373905696 **** charged us for a tow we never ordered. We have AAA so we would call them not ****. The *** **** they sent is my name but not my telephone number. Not the hotel we stayed at. I have proof of where we stayed. The odometer read has the same number as when I picked it up. How is that possible? We didnt even use the car the day they said what helped. They said they would credit us and then recharged. I have called, emailed and now recharged again. I never agreed to any extra charges and they dont have my signature. This company seems to do it often. I have sent them all the paperwork of proof where I stayed and they have my number.

  Business Response

  Date: 06/03/2025

  BBB #: ********
  Case: 72113826
  
  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 has your concerns addressed. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

  Customer Answer

  Date: 06/05/2025

  [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:05/22/2025

  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.

  We are a couple of Italian tourists who spent two weeks in *******, arriving in ***** on April 18th. We had reserved a rental car through our local travel agency, which booked it with **** and confirmed that full insurance was included and everything was prepaid.After over 16 hours of travel, we arrived at the **** counter in *****, where an employee named ******** handed us papers to sign, indicating with crosses where to sign but giving no explanation. We asked what we were signing, as the paper mentioned insurance and extra services. ******** assured us it was just a receipt and that everything was already paid. He added that toll charges would be billed to our credit card via the license plate according to actual usage.Trusting him, we signed and provided our credit card to finalise the rental. During our trip, we mainly used cash toll lanes, thinking wed save money. However, upon returning home, we found two charges on our credit card: $520 on the rental day and another ~$540 after returning the car. So I inquired about the money withdrawals and **** explained the first charge included:Roadside Assistance: $125.86 PAI: $112 PEP: $47.20 Unlimited e-tolls: $161.88 They claimed these were agreed to and charged in good faith. We were never informed or asked about these extras, and still have no clarity on the second charge.This is unacceptable. We had already paid for the car and full insurance. ******** misled ustwicesaying nothing else would be charged apart from tolls or fines. He also misrepresented the toll system, leading us to use cash lanes unnecessarily, while being billed a flat rate.We feel scammed. No one asked if we wanted these extra coverages, and there was no explanation of the flat daily toll fee. Its shocking and disgraceful that a company would take advantage of tired travelers this way.Only later did we find online reviews full of similar complaints. We now understand this is not an isolated incident but a widespread issue.

  Business Response

  Date: 06/04/2025

  BBB #: 23312930
  Case: 71852138
  
  Dear Mr./Ms. Marco, 
  
  In regards to the aforementioned BBB complaint case# 23312930, 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 record show that we have offered to split the coverages on your rental for any misunderstanding and are waiting on your approval to do so. Additionally, any tolls you may have paid cash for, if you provide the paid receipt we are happy to reimburse you for the paid tolls. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

  Customer Answer

  Date: 06/06/2025

  
  
  Complaint: 23312930
  
  
  
  I am rejecting this response because:
  
  
  
  The counter representative, neither asked about nor explained the additional insurance policies, and when we requested clarification, he simply stated that nothing would be added.
  I have insurance coverages that already cover the insurances you made me subscribe to against my will and without any explanation, proving that I had no need for them and would never have agreed to sign up for them.
  There were two of us present when he made these statements.
  The numerous reviews on Google further demonstrate that this kind of fraudulent practice towards customers is a daily habit for your company.

  They are offering only a partial reimbursement of the amount that was wrongfully charged. We have been defrauded. I would never have agreed to pay over one thousand dollars for insurance coverage that we already possess. It is profoundly disheartening, as a tourist, to visit a country that fails to protect its visitors from such blatant forms of fraud.
  
  
  
  Regards,
  
  
  
  Emanuele Marco

  Business Response

  Date: 06/10/2025

  BBB Complaint # 2332930
  Case: 71852138
  Avis Rental: U367745803
  
  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 acceptance of the PAI, PEP, RSN coverages and the unlimited toll package.
  
  Please be assured it is not a practice of Avis to charge for a product that is not wanted or needed, the decision of course is left up to the customer. Unfortunately, we are unable to verify the nature of the conversation at the counter. As such the rental documents are the best evidence of what you agreed to at the rental counter.  
  
  Based on this information the charges seem to be correctly rendered, and no refund is order in this instance. However, as a customer service gesture we have offered to refund partial refund for coverage charges, please let us know if you would like to accept our offer and we will process this refund to the Master card used for the rental. 
  
  Thank you for giving us this opportunity to be of assistance to you.
  
  Sincerely,
  
  ABG Client Relations
  Escalation Team
  Avis Budget Group, Inc.

  Customer Answer

  Date: 06/18/2025

  
  
  Complaint: 23312930
  
  
  
  I am rejecting this response because:
  
  
  
  To whom it may concern,
  I  formally contest the charges applied to my recent rental agreement with AVIS, which I consider not only unjustified but also indicative of deceptive and fraudulent business practices.
  I was charged over $1,000 in extras for a 15-day rental—an amount that is utterly disproportionate and unreasonable by any standard, particularly when added to the cost of the rental itself. I have been offered a refund of merely $250, which represents only a quarter of the disputed amount. This is entirely unacceptable.
  The agent at the rental desk intentionally misrepresented the contractual documents I was signing.We asked if any extra would have been added and he said "nothing will be added", i mean it's not a difficult phrase to understand. The explanation provided by the agent at the counter did not correspond with what was actually included in the contract. This is the very definition of a fraudulent misrepresentation—a practice that, as many online reviews on Google confirm, appears to be systematic and recurring among AVIS branches. 
  I am frankly astonished that your customer service department would respond in such a dismissive manner, given that your role should be to protect customers, especially international tourists who trust in the integrity of your operations.
  Moreover, I hold valid travel insurance policies that fully cover optional charges in case of rental issues. Do you seriously expect me to believe that, knowingly covered, I would voluntarily sign up for redundant or duplicate insurance policies—especially without clear, transparent explanation?
  It is evident that AVIS relies on ambiguous explanations and fine-print tactics to push add-on products that many customers would never agree to if properly informed. This is precisely why I—and many others—consider this behavior fraudulent.
  I therefore don't accept this reimbursement of all unjustified charges and reserve the right to take legal action, I am currently in the process of escalating this matter to legal counsel. All supporting documentation is ready and will be used to pursue legal and reputational consequences for what I consider an orchestrated scheme of misrepresentation and customer deception.
  Let there be no doubt: I am not merely threatening action—I am already taking it. 
  
  Regards,
  
  
  
  Emanuele Marco

  Business Response

  Date: 06/24/2025

  Thank you for your reply. 
  
  We understand that you disagree with the findings of our review and believe you were misled during the rental process. You’ve indicated that the representative informed you there would be no additional charges, and that the contract was not reviewed with you—leading you to feel this may constitute a misrepresentation.
  
  Please note that while our agents are available to answer questions, it is ultimately the renter’s responsibility to review all terms outlined in the Rental Agreement prior to signing. The agreement is a legally binding document, and it clearly itemizes all selected and declined services. By signing the contract, you acknowledged and accepted those terms.
  
  We are sorry that you feel this experience was unfair. However, as the charges are valid per the signed agreement, no adjustment will be made at this time.
  
  We appreciate your understanding, and we regret that we could not provide a more favorable resolution.
  
  Sincerely,
  
  ABG Client Relations
  Escalation Team
  Avis Budget Group, Inc.