Business Profile

Auto Rentals and Leasing

Avis Rent A Car

This business is NOT BBB Accredited.

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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

4,057 total complaints in the last 3 years.
1,716 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:06/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Issue started in November of 2023 when we rented a car with **** in ****. The rental number was *********. They charged a card that we do not have on file and do not own for our reservation. The car holders bank disputed and blocked the charge repeatedly, and we were never notified this was occurring. They continued to accept reservations from me and then without notice, I was blacklisted and stranded without a car after hours in ********************. I was not provided any resolution to fix this issue when I reached out to **** numubers provided. After months and many attempts to reach the various **** departments that I hoped could help, including the collections, customer service, and Preferred lines, we were told this was resolved. Then in May 2025, after renting successfully with **** for months, I was again denied a car in *****, NE for the same issue, same reservation number. It is simply unacceptable to charge a card I do not own multiple times, blacklist me, and then deny me a car multiple times without actually resolving the issue.
Business Response
Date: 06/16/2025
BBB# 23472505
Avis case # 72367288
Rental # U641956755
Your
file referenced above to the BBB has been forwarded to our office for review
and reply.
We have reviewed your e-mail and notes from your
case. We have contacted the Operations
Manager to investigate your rental status further. When we have received a response from their
office we will advise you of the resolution.
We apologize for the inconvenience this has caused. We appreciate your patience during this
process.
Thank
you for giving us the opportunity to be of assistance to you.
Sincerely,
Avis Response Coordinator
Initial Complaint
Date:06/15/2025
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.
I am reporting this company because for some reason they are not letting me rent, and I feel like its discrimination.! Ive done nothing wrong AT ALL ! For me to go into a location, and be told I cant rent a vehicle at this time. I havent rented from **** or any of its subsidiaries EVER IN MY LIFE SO WHY IS MY LICENSE BLOCKED???? A class action suit is in order because I e seen this happen to other people on line too.! You all messed up my trip I was looking to take and wouldnt give an explanation why? This is discrimination! I want to be taken off you alls Do Not Rent List, as Ive done absolutely nothing wrong! I cant believe this is how you all test potential customers.! Lost good business too.! I have contacted representation as well and before litigation commences, I was advised to give you all this one and final chance to rectify this.! Remove me from the DO NOT RENT LIST!! License # : *********
Business Response
Date: 06/16/2025
BBB# ********
Case# 73424698
Your file referenced above to the BBB has been forwarded to our office for review and reply.
We have reviewed your e-mail and notes from your case. We have contacted the Operations Manager to investigate your rental status further. When we have received a response from their office we will advise you of the resolution. We apologize for the inconvenience this has caused. We appreciate your patience during this process.
Thank you for giving us the opportunity to be of assistance to you.
Sincerely,
ABG Response Coordinator
Customer Answer
Date: 06/16/2025

Complaint: 23471557

I am rejecting this response because:

I should t be blocked in the first place. Ive done absolutely nothing wrong!!!

Regards,

******* *****
Business Response
Date: 07/07/2025
BBB# ********
Case# 73424698

Thank you for your patience while we conducted an investigation into this matter.

Upon completion of our review, we were informed by our ********************** that there is an outstanding balance of $2,179.33 owed on Budget rental contract number U655859024. This balance remains due as a result of a chargeback received from the customer's card-issuing bank, which rejected payment for the rental.

Attached is a copy of the invoice reflecting the remaining balance.

If your customer wishes to resolve this matter, please have them complete and return the attached payment authorization form.

Should you have any questions or need further assistance, please dont hesitate to reach out.

Sincerely,

ABG Response Coordinator
Initial Complaint
Date:06/14/2025
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 made a reservation at **** 2 months ago. What I reserved was a SUV (similar to a **** Edge). The need for the bigger car is I have a daughter and husband who on the spectrum myself included. To travel 16 hours for two days and the need for. Movement due to my daughters autism a cramped car can elicits anxiety and can be physically painful. I called to change my reservation at customer service because I work nights as a nurse and didnt feel safe waiting til it opened so wanted to pick it up the next day. I called **** at ******* and talked to ***** who said it was fine. I went to pick it up and the employees at the counter said that they gave away all the **** and didnt have one. They were going to give me a car instead of an SUV which I then informed them the situation with my daughter and they didnt care. I asked to speak to the manager and again was not willing to help find a better solution. If it wasnt for Enterprise our one vacation that we save for all year, would have to be cancelled which would lead to the loss of $10,000 + and no chances of myself getting 2 weeks off in the summer. I have included **** mission/vision statement . I feel the most important settlement is education of what autism means and the accommodation that should be made. ******************************************************************************
Business Response
Date: 06/16/2025
Avis Case 73364891
Complaint ID: 23468064

Thank you for the opportunity to address your concerns submitted through the Better Business Bureau regarding your recent rental experience.

We understand that you reserved an SUV (similar to a Ford Edge); however, we regret that we were unable to accommodate your request due to limited availability at the time of pickup. A large car was offered as an alternative, which you declined. We recognize the importance of having a spacious vehicle, especially given your daughter's needs, and we sincerely apologize for the inconvenience this caused.

While we are pleased to hear that you were ultimately able to secure a suitable vehicle through another provider, we regret that we were unable to fulfill your original reservation as expected.

Regarding your request for a complimentary two-week rental, we respectfully advise that we are unable to provide compensation at that level. However, as a gesture of goodwill and in appreciation of your understanding, we would be happy to offer you two free rental day coupons for use on a future rental with Avis.

Please let us know if you would like to accept this offer so we may email the coupons to you.

Sincerely,

ABG Client Relations Team
Avis Budget Group
Initial Complaint
Date:06/13/2025
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 car with **** and I prepaid for a vehicle. I called the customer service number and spoke to someone who was extremely rude. Not only was he offshore, he hung up the phone on me because he was having difficulty pulling up my reservation number. I called back and was put in touch with another offshore representative who also had difficulty assisting me. It is very alarming that the phone number to customer service connects you to people who cannot assist you. I explained that the rental was one price before I paid and it charged my card a whole different price. The representative told me that the prices are subject to change. They were not able to pull up my reservation number to assist me in the matter.
Business Response
Date: 06/16/2025
**** Case: 73424862
Rental: U377820962

Regarding the aforementioned BBB complaint 23467622

We appreciate you bringing this billing discrepancy to our attention. We understand the importance of resolving billing issues promptly, and we apologize for any inconvenience this matter has caused you.

Based on the finding of our internal investigation, our records revealed that you booked reservation from 6/14 to 6/17, and authorization hold of $250 was held on reserve at the rental counter. The rental vehicle is still out on rent, no records that your card has been charged.

If you have any further questions are concerns.

Sincerely,

ABG Client Relations
Escalation Team
***********************
Customer Answer
Date: 06/16/2025

Complaint: 23467622

I am rejecting this response because:

Hello, this is not addressing my concern. The rental was $278 and my card was charged $229.

Regards,

****** *******
Business Response
Date: 07/07/2025
**** Case: 73424862
Rental: U377820962

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

Our records show that this has already been resolved and a refund of $81.47 was issued on June 26th, 2025.

If you have any further questions are concerns.

Sincerely,

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

Complaint: 23467622

I am rejecting this response because:
The refund was never received. Please tell me where the refund was sent to. Thank you.

Regards,

****** *******
Business Response
Date: 07/13/2025
Thank you for your reply.

Our records show that the refund was processed to card number CM5156XXXXXXXX1027 on June 27, 2025.

If the credit has not yet appeared on your account, we recommend checking with your card issuer, as processing times may vary depending on the financial institution.

Please dont hesitate to reach out if you have any further questions or need additional assistance.

Sincerely,

ABG Client Relations
Escalation Team
**********************.
Customer Answer
Date: 07/14/2025

Complaint: 23467622

I am rejecting this response because:

Please recheck the transaction from **** side because I spoke to *********** this morning 07/14/25, and there has not been a refund issued from ****. Honestly, I dont feel like I should be made to go through this many changes. Please process the refund.

Regards,

****** *******
Initial Complaint
Date:06/13/2025
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 March 20, 2025 I rented a car from **** at the *************** on Maui at approximately 10 a.m. I drove it to pick up my grandson and spend the day with him. I returned it at approximately 4 p.m., and caught a plane back to ***** where I live. It's been almost 3 months and today **** contacted me about tire damage incurred while I had possession of their vehicle. There was nothing unusual about the car that day and I drove it on the highway and side streets. I did NOT drive off road anywhere. I was in ******* the entire day. They are threatening to charge my credit card approximately $120 for tire repair. There was nothing wrong with the car when I returned it. An **** employee received the car, looked it over and sent me on my way. I immediately received an email asking for feedback and nothing was said about tire damage. If there had been tire damage, I'm sure I would have known because I was driving it and would have felt something peculiar. Now **** is saying that I have to prove it was NOT damaged when I received it as well as when i returned it by providing a photo. Why would I have taken a photo of a car that I was picking up? I just assumed that the car was in working condition if they were renting it to me. And why would I have taken a photo of a car I was returning if there was nothing wrong with it? Tell me, does anyone take photos of rental cars before and after. I am in my mid sixties and I have NEVER done that. Why is the burden of proof falling on me to claim my innocence when they are the ones accusing me of damaging their vehicle - 3 months ago! Shouldn't they have to provide a photo of the damaged tire? And shouldn't that photo be time-stamped at exactly the time I returned it? It could have been damaged by an employee driving it in the garage after I returned it. OR by anyone else who rented it in the last 3 months. Why are they coming after me now?
Business Response
Date: 06/17/2025
BBB #: 23453131
Case: 73273814

Dear Mr./Ms. Eisenbach,

In regards to the aforementioned BBB complaint case# 23453131, 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.

Based upon the information you provided and the findings of our internal investigation, we have stopped the damage charge on your rental. 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 allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Initial Complaint
Date:06/13/2025
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.
complaint regarding my recent rental experience, which has caused me significant stress and emotional hardship Rental Number: 30478153US6 Name: ***** ***** Pick-up Location: ************* Pick-up Date and Time: May 7th, 2:00 PM Return Location: *********** Return Date and Time: May 7th, 11:00 PM On May 7th, I picked up a car at ************* and was supposed to return it to BGM Airport the same evening. However, upon arriving at ***********, I found that the **** location was under construction NO ONE THERE. At this point, I called **** customer service multiple times, and I recorded my conversations with representatives, where they told me to leave the car in the parking lot. I also took clear photographs of the parking ticket and the car Despite following their instructions and leaving the car in the parking lot I called over 100 times in the following daysboth the airport branch and the central customer service line. BUT, the airport branch did not answer my calls at all, and the central line rDID NOT HELP . Every time I called, I was simply told that everything would be fine, but no real support was provided.This ongoing issue has been incredibly mentally taxing. The lack of communication, combined with the failure to resolve the problem, caused me severe anxiety and disrupted my life. I lost sleep over this matter, After 30 days, I received an invoice charging me $4000 for a one-day rental, which was initially supposed to be $60. This overcharge is completely unjustifiable, Given the immense stress, inconvenience, and mental distress this situation has caused, I am requesting the following:A full refund of the unjustified $4000 charge for the rental.Compensation for the mental and emotional distress I have suffered due to this issue. I believe this should include a $4000 rental credit as compensation for the pain and anxiety Ive endured.
Business Response
Date: 06/28/2025
Case: 73355485
Rental Agreement: U305232056

Thanks for allowing us to address your concerns regarding BBB Complaint ID: ********. We appreciate the opportunity to review your concerns regarding your recent rental.

You stated that your original reservation was intended to be a one-way rental for less than 24 hourspicked up on May 7th at 2:00 PM from our ************* location, and scheduled to be returned later that same day to the ********** (************) Airport.

According to your statement, due to construction at the return location, you were unable to return the vehicle directly. You mentioned that you contacted **************** and were advised to take photos of the vehicle, leave the keys inside, and leave the contract in the vehicle. We understand that you followed these instructions.

However, our records reflect that the rental contract was not officially closed until May 23rd, resulting in additional charges. You are currently requesting a total refund of $4,000, citing the original quoted amount of $69.42 and the emotional stress and financial hardship this has caused.

Please note that our records show a credit adjustment of $1,639.52 was issued to your MasterCard on June 18th. This amount was applied to reduce the total charges incurred. As of now, the remaining balance billed is $1,596.01.

In order to further investigate and assist with your request, we kindly ask that you provide any documentation or photos that confirm the vehicle was returned on May 7th as stated. For example:

Photographs of the vehicle at the ******************,

Proof of key drop-off,

Flight itinerary or boarding pass showing your departure from the ****************** on or around May 7th.

We genuinely understand the frustration this situation has caused and want to ensure we review it thoroughly. Any supporting information you can provide will be extremely helpful in resolving this matter as quickly and fairly as possible.

We appreciate your patience and look forward to your response.

Sincerely,

****
ABG Client Relations Team
Avis Budget Group
Initial Complaint
Date:06/13/2025
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.
They are trying to charge me for damages that I didnt do to a rental car
Business Response
Date: 06/17/2025
BBB #: ********
Case: 73336896

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 have contacted our Claims 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 allowing us to assist you.

Sincerely,

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

Complaint: 23462991

I am rejecting this response because:

Regards,

****** *******
Business Response
Date: 06/18/2025
We are unable to respond to the BBB complaint below, but the issue has been resolved and the damage claim was refunded. Can you please advise the customer of this.

Customer Answer
Date: 06/18/2025
[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 for rightfully refunding me ??

Regards,

****** *******
Initial Complaint
Date:06/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a vehicle from **** using my company rate for $34/day for a one day rental on 5/30/2025 being picked up and dropped off at the ******************** location. There were no issues upon picking up the car. My car was automatically assigned to me via the **** Preferred app prior to my arrival. I have used this app many times and never had an issue. Upon returning the car, I received my receipt via email and see I was charged a base rate of $56/day. I attempted to reach out to the company via their social media email, as when I have had issues with ****/Budget in the past, this has been the only effective way to get in contact with their unresponsive customer service. I emailed them on 6/2/25, 6/5/25, and 6/9/25 all without response until the evening 6/9/25 when they replied to tell me the charge was due to receiving an upgraded vehicle. As I mentioned above, my car was AUTOMATICALLY assigned to me via the business. I did not request an upgrade or authorize **** to accept one on my behalf. The reservation number was 32695289US4 and it was assigned the ** case number *****.
Business Response
Date: 06/16/2025
BBB# 23455322
Avis case # 73257977
Rental # U368766996
Your
file referenced above to the BBB has been forwarded to our office for review
and reply.
We have
reviewed your rental and notes from your case. Based
upon the information you provided and the findings of our internal
investigation, we have adjusted your charges. A credit of $27.31 has been issued to your Visa account. 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
Initial Complaint
Date:06/11/2025
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 pre-paid $227.49 for a rental car from **** on their website. I paid for additional time because I wasn't sure I'd make it from ******* to ******** within 24 hours. The woman working the counter at pickup said that if I returned the car within 24 hours, I would only be charged for 1 day. I returned the car within 24 hours but was told that my $99 overpayment was nonrefundable. After returning the car I was emailed a receipt, and that was the first time I was told my prepayment was nonrefundable. Nothing I signed at ****** said that my payment was nonrefundable, and the employee working said that the final cost would be for total use. They refuse to refund, or even to apply the overpayment to toll fees.
Business Response
Date: 06/16/2025
BBB# ********
Avis case # ********
Rental # U376057286
Your file referenced above to the BBB has been forwarded to our office for review and reply.
We have reviewed your rental and notes from your case. Based upon the information you provided and the findings of our internal investigation, we have issued a credit of $99.48 to your MasterCard account. The credit will post to the account within 3-5 days. 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: 06/16/2025
[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.

Regards,

****** *******
Initial Complaint
Date:06/11/2025
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 vehicle from the Avis location at the San Jose International ******* (**** ******* ********* Ste 2, San Jose, CA). Rental agreement number is ********* and was for a rental from May 16, 2025 to May 19, 2025.

Upon turning in the vehicle at the end of our rental, it was checked in by an Avis employee while I was present. The employee reported that everything about the car was "good to go" and she emailed me a receipt with the total for the rental. Later that same day, I received a damage report because the inside of the car had "excessive interior dirt - sand". I will fully acknowledge that there was some sand left on the floor mats of the car because the car was rented at a location near to the beach/ocean. Not once did the employee who checked in the car tell us that the sand present on the floor mats would incur a cleaning fee. Further, the damage report seems to indicate that it was this very employee who logged the car as excessively dirty. If my wife and I had been notified that the floor mats were too dirty, we certainly would've spent a few minutes of our own time trying to dust off the mats to avoid further cleaning fees.

I do not believe I should be responsible for this extra cleaning fee because the Avis employee told us first hand that the car was "good to go" at the time of check-in. It would appear that someone at this Avis location changed their mind after we walked away and just wanted a reason to charge us an extra fee.

Even so; if the presence of sand requires some sort of enhanced cleaning, it should take all of 10 minutes to vacuum up the sand and does not justify the full $250 cleaning fee leveraged against me.
Business Response
Date: 06/11/2025
Avis Case: ********
Avis Rental: *********

Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********
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 Budget billing for a vehicle cleaning fee. A detailed inspection is done after the car return is completed to efficiently process the check-in. These charges are billed separately from the final rental bill and may take 6-8 weeks to show a charge on the card.

Avis does not wish to deceive anyone we do our best to make sure that all pertinent information is made available to our customers in a variety of places with our Avis website and within the terms and conditions, were you acknowledged you have read and agreed to the terms and conditions of the rental contract which states you will pay a reasonable fee for cleaning the car's exterior and interior upon return for excessive stains, dirt or soilage attributable to your use. We maintain a nonsmoking fleet. You will also pay an additional charge if you smoke in the car.

We have communicated with management at the Avis rental location involving this inquiry and we were informed that the charge is for cleaning the vehicle it was returned with excessive dirt and debris and photos were provided, and they stated the charge remain correct and no refund is in order.

However, upon review of the photos, we have reduce the billing to $125.00, and a credit of $125.00 will post to the ****** **** ending in **** within 3-5 business days.
Sincerely,

ABG Client Relations
Escalation Team
Avis Budget Group, Inc.
Customer Answer
Date: 06/15/2025

Complaint: ********

I am rejecting this response because:

I do appreciate the good will gesture of refunding half of the cleaning fee. However, I don't think the main point of my original message came across.
Yes, we certainly did know that when we agreed to rent a car from Avis, we agreed to the terms and conditions. The difficult thing about the cleanliness policies is that it is subjective and is at the discretion of the Avis employee checking the car in. In our situation, we had our Avis employee tell us the car was "good to go", and that person was the only one who could make the determination of whether or not the car needed enhanced cleaning. By not telling us when the car got checked in and instead doing it covertly after we had already left; it gives the appearance of trying to get extra money out of your customers for no good reason. If a customer knows that Avis views the car as too dirty, they could potentially clean it themselves prior to actually turning it in.
At this point we're just looking for an acknowledgement that Avis could pass along this feedback to potentially improve instead of just blaming the customer.

Regards,

******* ******
Business Response
Date: 07/07/2025
Avis Case: ********
Avis Rental: *********

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

We are actively working to improve our service levels, and your feedback has proved to be valuable. We appreciate your bringing this matter to our attention, and assure you that our Senior management team will be made aware of this unfortunate incident, in order for corrective measures to be taken to prevent any recurrence.

Once again, Please accept our sincere apologies for any inconvenience you may have been caused.

Thank you,

ABG Client Relations
Avis Budget Group
Customer Answer
Date: 07/15/2025
[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,

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

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Avis Rent A Car is NOT a BBB Accredited Business.