Business Profile

Auto Rentals and Leasing

Avis Rent A Car

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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.
1,717 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:06/05/2025
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.
June 3, 2025, Avis Rental Car, ******************************************** Rental agent (name unknown), Manager ***** (via phone) I arrived at **** to pick up my reserved rental vehicle, prepared with my drivers license and Milestone Mastercard, a valid credit card I have successfully used with ***** Hertz, Alamo, and other rental companies. From the moment I stepped inside, I was treated with assumptions rather than service. The rental agent, before checking anything, immediately assumed I was using a prepaid credit card. When I corrected him and stated that my card was NOT prepaid, he ignored my clarification and continued to insist that **** does not accept "credit-building" cardsclaiming the company only takes major credit cards from ********** due to fraud concerns. When I questioned this policy and explained that I had just rented a car with this same credit card elsewhere without issue, I asked to speak with the manager. The agent called Kenya, the manager, who was not even at the location but was driving to ********* at the time. Kenya took the call but barely let me speak, refused to listen, and dismissed my concerns outright before telling me she would send Aviss policy. When I asked howemail or textshe became defensive, dismissive, and uninterested in addressing the real issue. It was painfully clear that my concerns were not being taken seriously, nor was I being treated with fairness or respect.
Business Response
Date: 06/10/2025
BBB #: ********
Case: 73284250

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 the Operations Manager to investigate the issues you raised further. When we receive 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 this opportunity to be of assistance to you. We look forward to serving your future car rental needs.

Sincerely,

ABG Client Relations Team
*****************
Initial Complaint
Date:06/04/2025
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 April 22, 2025 I picked up a rental car from the ************* at the airport in **************, **********. I had made the booking through ******* Travel Portal, which I assume is based in ***************** (and hopefully gives you jurisdiction). At the time I picked up the car no one explained to me that the car needed to be returned in spotless condition (literally vacuumed out before being returned).When I returned the car on May 4, I was told that there was sand in the car and that I would be fined 36 Euros for not vacuuming the car out. I tried to dispute the charge to the staff member who accepted my return in the rental office but was unsuccessful. I asked for his name so I could follow up with Budget about the additional charge as it felt like an extortion scheme, but he refused to give me his name, which seemed even more suspicious so I took a photo of him so that Budget could identify him. He then became irate and hit me in the face with a stack of papers. I reported the incident to Budget, they took over a month while their International Team "investigated", and then told me there was no wrongdoing on their part and that video footage showed no act of aggression towards me. I have an eye witness account and would like to appeal this decision, however Budget will not give me any information regarding their appeals process. I would like a refund of the extortionate fee and for the rental itself considering that I was assaulted. Violence against women should not be tolerated and Budget should at least make a gesture to show me that they do not support it.
Business Response
Date: 06/05/2025
BBB ID: 23419047
Budget Case: 72164658

Ms. SASHA BURCHUK,
At Avis Budget Car Rental Group Inc. any difficulties or problems encountered by customer is a concern to us.
By way of explanation the LE LAMENTIN, operation is an independent licensee therefore; this office is given an opportunity to address a complaint about service. This office has provided a statement that we have documented about the interaction with their staff.
Respect for an individual is a core value for any operation that represents our brand. Rest assured a report of your experience with the staff member has been recorded and sent to the operations management to review and take corrective actions to prevent a recurrence.
Although we understand this gesture does not fully make up for a disturbing experience that you have reported. Today a monetary credit $100.00 USD has been submitted to Visa account number ending xxxx2329. Allow three business days for the credit to post.
We appreciate your taking the time to apprise us of your experience. Reports such as yours enable us to monitor the service provided.

Regards,

Customer Resolution Coordinator

Customer Answer
Date: 06/05/2025

Complaint: 23419047

Thank you for issuing a credit. However I am rejecting this response because:
I would like to be refunded for the full amount of the rental and for the extortionate fee I was charged on top of that.
I am glad you have reopened my case because the international team at Avis told me that they found no wrongdoing by the Le Matin office which makes me wonder if they endorse violence against women.
Please let me know if you require further documentation, I have an eye witness and a photo of the agent who assaulted me.

Regards,

Sasha Burchuk
Business Response
Date: 06/16/2025
Thank you for your reply.

After a thorough review of your concerns, the international executive office has advised that they are standing by their original decision. At this timer, no additional refund will be issued, as they believe the credit already issued is more than reasonable given the circumstances.

We understand this may not be the outcome you were hoping for, and we sincerely regret any continued frustration. Please note that the case has been closed on their end.

Thank you for bringing your concerns to our attention.

Sincerely,

Customer Resolution Coordinator
Avis Budget Group
Initial Complaint
Date:06/03/2025
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 this company, it was as stated an Intermediate SUV, but the car was a ************ Malibu. I rented from the 30 May 24 to 23 June 24. Every week I paid my credit card off to keep this car and kept doing ***** The car was returned due to me going to basic training for the Army and when I got my phone back one Sunday I see a ******* charge from ***** I tried calling the store multiple times to get this settled when I was in the states, as I am now stationed in ******* but no avil. I disputed the charge and they admitted to wrong doing but only took away a $510 off.
Business Response
Date: 05/12/2025
BBB #: 23305254
Case: 69822364

Dear Mr./Ms. Rowe,

In regards to the aforementioned BBB complaint case# 23305254, 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 suppose to be for 7 days but was instead kept for 24 days. Due to the past due status of the vehicle our Loss Prevention Team had to have the vehicle repo'd, based on this we do find that the charges were rendered correctly and no refund would be issued.

Thank you for allowing us to assist you.

Sincerely,

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

Complaint: 23305254

Thank you for reaching out and giving me the opportunity to clarify this matter more.
The rental was "paid" on a weekly basis, which is why the vehicle was retained for an extended period. I placed "paid" in quotation marks because, while some of the payments are reflected on my credit card statements, both I and my credit card representative are unable to locate a complete record of all the payments made. Which is honestly quite unusual, as I consistently contracted both your company and my credit card provider before and after processing each weekly payment. They would show but for some reason or another after I got out of basic training all the charges disappeared.
Before the vehicle was picked up, I made multiple calls to your company to report a recurring and very serious issue with the vehicle. When I was driving customers ( the car was used for Uber ), the car would sometimes turn off while still in operation and remain unresponsive for several minutes. With this issue happening more and more and my basic training date approaching, I switched my attention to preparing for the transition. Given the mechanical issues and the distance to the drop off destination I did not feel safe to drop it off so I discussed having the vehicle picked up with one of the agents on the phone.
I do hope this provides helpful context to support my case

Very Respectfully,
Montinez Rowe

In regards to the aforementioned BBB complaint case# 23305254, 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 suppose to be for 7 days but was instead kept for 24 days. Due to the past due status of the vehicle our Loss Prevention Team had to have the vehicle repo'd, based on this we do find that the charges were rendered correctly and no refund would be issued.
Business Response
Date: 06/10/2025
BBB #: 23305254
Case: 69822364

Dear Mr./Ms. Rowe,

In regards to the aforementioned BBB complaint case# 23305254, 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.

Any difficulties or problems encountered by a customer are a concern to us, and we apologize most sincerely for any inconvenience you may have been caused. Please be assured that your experience was not typical of Avis' usual high standards, and that the responsible manager has been contacted to prevent any recurrence.

Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate you contacting us. Only by being made aware of a problem can we correct it and offer the high quality of service that our customers expect and deserve.

We are sorry that we do not have a more favorable outcome.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 06/11/2025

Complaint: 23305254

Thank you again for the response, I really do appreciate the acknowledgement of the inconvenience. But, even with the apology, I must respectfully express that it doesn't resolve our issue. I was over charged and not met with service that is standard and promised. I am requesting a full refund, since I paid weekly for the vehicle while it was in possession. While I value transparency and accountability, and I trust Avis does as well. The refund is not only fair, but it is also warranted. I kindly ask that you review this matter again and process the appropriate reimbursement. If it is not possible for you, please allow someone else with a higher power to take over this case and do so. Please let me know the status of my refund within the next few business days.
Very Respectfully,

Montinez Rowe
Business Response
Date: 06/16/2025
BBB #: 23305254
Case: 69822364

Dear Mr./Ms. Rowe,

In regards to the aforementioned BBB complaint case# 23305254, 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.

When you rent a vehicle with us through UBER the rental period can only be a mx of 7-days per contract. As the location was not notified of a new contract being started and the vehicle was just kept and a repo had to be issued, the charges are valid and will be upheld.

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 further compensation

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Initial Complaint
Date:06/03/2025
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 have been rented from Avis car rental for about 3 to 4 years now to the point that I became one of the the second to the highest tier, which is the president club. I have picked up several vehicles from different locations at **** that have had some severe mechanical problem, such as brakes, not working, also vehicles with no oil on vehicles with low fuel and just vehicle test not to prepare for the road, which is the purpose of me renting a car. I was also overcharged several times by this company which caused issues with my bank and credit card company where I had to pay overdraft fees and over limit fee so because of my inconvenience, I was told by several supervisors and customer Care representatives at **** because of my inconvenience, they will offer credit in coupons and all of these credits and coupons are attached to several case numbers that I have an email regarding the issue and why the coupons were issued. I made a reservation. I went a location to pick up the vehicle. It was told I was on the do not rent list so of course I had to pay a **** toget there and an **** get back. I was told no one knew why and I had to email. Do not rent list at Aviss ********** which I then receive something from someone finally back from this email, informing me that I was on a do not rent list because of the coupons in a creditthat I received for these issues. I asked for a better explanation on why was this decision made and the company failed to provide it theygave me a number to their customer service. I called a customer service waiting on hold for 20 minutes to be informed that they would not able to answer that question. I will have to contact the email. Do not rent list so I would like to know is there any person or anyone I could speak to to see why I was puton this do not rent list because I feel that I am getting treated unfairly after all these years rent from this company and taking money loss, safety issues and everything in these vehicles
Business Response
Date: 05/12/2025
BBB #: ********
Case: 71814730

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

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

It is our goal to provide each customer with outstanding customer service and clean dependable cars. To learn that we did not meet your expectations was just as disappointing for us as it was for you. This commitment to customer satisfaction is taken very seriously.

In reviewing your rental history it appears our findings that on many occasions ***************** is not meeting your expectations. We have assessed that many rental experiences has resulted in negative feedback.

Therefore, the senior leadership management has made a determination that our business model does not meet your service expectation, and has made a business decision to terminate your rental privileges.

We wish you continued success and a mutually beneficial business relationship with another car rental provider.

Sincerely,

*****************
Client Relations Team
Business Response
Date: 06/04/2025
BBB #: ********
Case: 71814730

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

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

It is our goal to provide each customer with outstanding customer service and clean dependable cars. To learn that we did not meet your expectations was just as disappointing for us as it was for you. This commitment to customer satisfaction is taken very seriously.

In reviewing your rental history it appears our findings that on many occasions ***************** is not meeting your expectations. We have assessed that many rental experiences has resulted in negative feedback.

Therefore, the senior leadership management has made a determination that our business model does not meet your service expectation, and has made a business decision to terminate your rental privileges.

We wish you continued success and a mutually beneficial business relationship with another car rental provider.

Sincerely,

*****************
Client Relations Team
Customer Answer
Date: 06/04/2025

Complaint: 23303765

I am rejecting this response because:
The issue I have with **** is The vehicles I receive numerous of times have put me in serious dangerous positions because of the mechanical issues, or I rent the car to go on a business trip and because I have to switch out the car it caused me to delay my business trip, which I have miss several income opportunities. I was put on a do not rent list by this company and was not informed of that and I booked a rental for a business trip. I went and caught a ***** which was $35 there in $45 back to the location to be told that I cannot rent in there, not sure why I have spoken to supervisors and call Center representatives and was told that because of the issues I experience I will be giving coupons, but then I was told that I was put on a do not rent list because I abuse these coupons, but I took the coupons in instead of pursuing legal matters which I could have done with all the different positions I was in I have rented from this company for almost 5 years to the point that I became president club and to be told that Im on a do not rent list because of coupon. Abuse is absurd.

Regards,

Mirical ******
Initial Complaint
Date:06/03/2025
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 received a dirty rental car, I advised the **** the same day. I was promised an extra day of rental., and advised to take the rental to any other **** to switch it. I drive to multiple locations, no **** would switch the car due to its condition. I then call the company back to advised, I was then told that I will receive fifty dollars off. I didnt receive any of the discounts promised after the car was returned. While speaking to a representative from Avis Car Rental Deleano employee number *****. Regarding the issue I had with the rental car. He proceeded to call me ignorant. I advised that the language being used will not be tolerated nor is it appropriate to call anyone. The representative was rude and wasnt concerned with the issue that I was calling the from. I requested for a supervisor and she advised that she cant assist with the matter. She advised nothing can be done. She advised that I cant receive all the discounts that I was promised. Multiple employees were disconnecting the call.
Business Response
Date: 05/12/2025
BBB #: ********
Case: 72301356

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.

At ****, we pride ourselves on excellent service and mechanically sound, well-maintained vehicles. Your experience was not typical, and we are extremely disappointed that the interior of your car was not up to our standards. We sincerely apologize for your inconvenience.

We are actively working to improve our service levels, and your feedback is very valuable. At ****, it is our goal to deliver a safe, dependable, hassle-free rental, so we are grateful that you brought this important matter to our attention.

Based upon the information you provided and the findings of our internal investigation, we show that you were promised 1 free day coupon and that was emailed on 5/7/25. There also was an adjustment made on 5/7/25 in the amount of $50.68.

Thank you for giving us this opportunity to be of assistance to you. We look forward to serving your future car rental needs.

Sincerely,

ABG Client Relations Team
*****************
Initial Complaint
Date:06/03/2025
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.
We rented a car from **** for a vacation in **********. We picked up the car on April 16 at **************. We were given the wrong car initially as they provided a car without the LATCH system for our carseats that we brought on our own (checked on the airplane from where we live). After an hour wait in line, they charged us for an upgrade to a car that would fit both carseats. This was not ideal, but was necessary to keep our children safe while traveling.We returned the car on April 27 at ***, and donated the two carseats to **** for future use for customers. Nothing was reported to us at dropoff.On May 2 I received an email stating we owed $450 for "excessive cleaning." I disputed this via email with **** and we have exchanged several emails since then (today is May 7). Without fail they have insisted we pay this fee. Initially they said it was due to the need for excessive cleaning and their photo documentation shows this. I asked to see the photos and they sent 4 photos of a cupholder in the front seat with some crumbs in it. I could clean this in 45 seconds with a mini-vac. Now they are saying it is due to the smell of smoke. No one smoked in that car while we traveled with our 5 and 7 year olds, but of course there is no way to prove this (nor is there a way they can prove it smelled like smoke).A quick internet search shows **** has been charging people this fee indiscriminately. It is wrong on many levels, and they should not be allowed to continue to do this.
Business Response
Date: 05/12/2025
BBB #: ********
Case: 72368630

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.

Charges for vehicle cleaning are assessed when a vehicle is returned in such a condition that makes it not rentable and requires the vehicle to be sent for detailing putting it out of service. The fee applied will be in proportion to the level of cleaning that is needed. This includes, but is not limited to, vehicles returned with food stains on the seats, dog (or animal) hair that cannot be removed through normal vacuuming of the car, excessive odor, smoke odor, and cigarette burns.

After careful review of our records, we find that the location has not provided documentation of the condition of the vehicle. Because of this, we have stopped the charges that are to be billed.

We are actively working to improve our service levels, and appreciate your feedback. At ****, our goal is to deliver a safe, dependable, hassle-free rental.

Thank you for allowing us to assist you with this matter.

Sincerely,

ABG Client Relations Team
*****************
Customer Answer
Date: 06/06/2025
[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:06/03/2025
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 originally booked my car rental back in December 2024 as a package on Priceline so it was already paid for. Confirmation #: 16065603US1 That was for a full size car from May 3rd,2025 to May 5th, 2025. When I walked in to retrieve my rental the lady at the desk that was helping me informs me right away that there is no more cars available due to being wiped out the night before because of weather she then proceeds to tell me theyre giving me a mini van she isnt disclosing any amounts and she tells me I need to get their insurance that cost $38 and I told her if I can reject it and she said no, we dont transfer insurance here upon trying to get my car rental I ask how much will I be charged when I return the car she starts acting different with me and she says $35 additional each day because the car is bigger and $38 for insurance plus a $200 refundable deposit upon returning the vehicle. When I ask for the receipt she says theyll give me one when I return the vehicle. She has me hurry up and sign the disclosures because she said theyre selling the cars out as were speaking and shes ******* me. Now I get home from vacation to an extra charge of $560 on my credit card. I call **** today morning and I force them to email me a receipt, the lady on the phone is telling nothing is being refunded and everything the lady at **** at the car rental told me was a lie because I asked over the phone if Im able to reject the insurance and she said I am allowed to reject. They lied to me at the car rental and expect me to pay the additional.
Business Response
Date: 05/12/2025
BBB #: ********
Case: 72420684

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 reviewed your rental and the notes from your case. We have contacted the Operations Manager to investigate the issues you raised further. When we receive 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 Client Relations Team
*****************
Business Response
Date: 05/21/2025
Complaint ID: ********
Avis Case: 72420684

Dear Ms. *******,
The Atlanta operation failed to produce a contract that will support the ancillary charges assessed therefore; today a monetary credit $368.84 has been submitted to MasterCard account number ending ********. Allow three business days for the credit to post.

Regards,

Customer Resolution Coordinator
Initial Complaint
Date:06/03/2025
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.
Avis made a unilateral decision to stop doing business with customer but has never formally communicated this information, explained causes, nor provided appeal steps. This has resulted in this customer being stranded at two airports along with being liable for two last minute, expensive rental car bills with competitors. Additionally, accrued benefits received from management in the form of free car rental day certificates has been effectively taken away since I’m unable to a rent car through Avis. Damages amount to $1,401.50 as detailed in demand letter sent to Avis.
Business Response
Date: 05/09/2025
BBB #: ********
Case: ********

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

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

Avis values our
relationship with travelers and always strives to do the right thing. We
apologize for the inconvenience this matter has caused.
We have reviewed your email and notes from your case and show the security team responded to you October of 2024 with our findings.
We have reviewed your rental history and it appears from our findings that on several occasions we are not meeting your expectations as a quality car rental provider. We have assessed that several rental experiences have resulted in negative feedback comments. Therefore, Avis Budget Group believes our business model will not match your service expectations. That being said, we feel it would be best to terminate this business relationship. We understand you may find this business decision unfavorable, but wish you continued success and a mutually beneficial business relationship with another rental car supplier.
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
Response
Coordinator
Customer Answer
Date: 06/16/2025

Complaint: ********

I am rejecting this response because:
PLEASE NOTE I DO NOT CONSIDER THIS CASE RESOLVED. I HAVE PROVIDED DETAILS IN MY CASE DETAILING HOW AVIS TOOK AWAY $1,401.50 IN MONIES OWED TO ME OR INFLICTED ADDITIONAL COSTS ON ME. AVIS NEVER NOTIFIED/COMMUNICATED WITH ME PRIOR TO TAKING ACTION OR ALLOWED FOR ANY FURTHER DISCUSSION, APPEAL, OR RESOLUTION. AVIS LEFT ME STRANDED (PAYING SUBSTANTIALLY HIGHER CAR RENTAL CHARGES DUE TO LAST MINUTE RENTALS WITH OTHER PROVIDERS) ON TWO OCCASIONS BY NOT ALLOWING ME TO RENT A CAR - BUT ACCEPTED THESE RESERVATIONS, PROVIDED RESERVATION CONFIRMATIONS, AND SENT SEVERAL "WE ARE LOOKING FORWARD TO RENTING A CAR TO YOU" EMAILS. NO DISCUSSIONS OR NOTIFICATIONS WERE PROVIDED BY AVIS ABOUT THE CAR RENTAL AT THESE TWO LOCATIONS WOULD NOT BE PROVIDED. THIS IS A VIOLATION OF CONTRACT LAW (OFFER AND ACCEPTANCE).

AVIS' BEHAVIOR TO THIS POINT HAS BEEN LACKING ETHICS AND IS VERGING ON BEING FRAUDULENT. I HAVE SENT A DEMAND LETTER FOR THE AMOUNT OF $1,401.50 AND HAVE YET TO RECEIVED PAYMENT. WILL NOT DO BUSINESS WITH AVIS GOING FORWARD - BUT THIS DOES NOT ALLOW AVIS TO WIPE AWAY THEIR OBLIGATIONS TO ME OR DELIBERATELY/PUNITIVELY CAUSE ME TO INCUR MORE COSTS. SHAME ON AVIS.

PLEASE WORK WITH AVIS TO PROVIDE THE $1,401.50 PER THE DEMAND NOTICE. THIS IS THE ONLY WAY TO CLOSED THE CASE AS RESOLVED.

THANK YOU.

Regards,

**** ******
Business Response
Date: 06/18/2025
We've researched the customer complaint and provide our determination regarding this matter and we continue to stand by our findings regarding this matter. Can you please review and request for this BBB complaint to be closed.
Initial Complaint
Date:06/03/2025
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.
I am extremely dissatisfied with the handling of my lost and found report initially submitted on March 30, 2025. Despite following every proper channel, I have received no resolution from corporate or the local rental office. Worse, I was informed on May 6, 2025 that my original report has been deleted and that I am now expected to file a new one.Let me be clear: this is unacceptable.I should not be penalized for their system's failure to properly retain and act on a legitimate customer report. I have exercised patience and done everything required on my end. It is now incumbent on their team to take responsibility for this mishandling and correct it immediately, without asking me to repeat steps I have already taken in good faith.
Business Response
Date: 05/09/2025
BBB #: ********
Case: 71782728

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: 06/04/2025

Complaint: 23295860

I am rejecting this response because: During my many telephone conversations and email correspondence, I provided the requested information to Avis. It should not be that difficult to look in the "Lost and Found" box to see if any item was turned in. Furthermore, it's past the 30 day window in which my item can be recovered. If they were really concerned, then they should have handled it in a more timely manner or at least updated the system more timely.
Renter's Name; ****** *******
Rental Location; *************, ********; *******************************************
Exact Date/Year of Rental; March 28, 2025 and returned March 30, 2025 to same location

Regards,

******* ******
Business Response
Date: 06/10/2025
BBB #: ********
Case: 73280633

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 have reviewed your rental and the notes from your case. We have contacted the Operations Manager to investigate the issues you raised further. When we receive 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 allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:06/03/2025
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.
Date of Transaction: 8/19/2024
Transaction Amount: $958.01
I booked online through Avis US in July for my trip to France last summer. The original reservation totaled $1,110.84, which I paid in full at the time of booking. However, after the return, I was unexpectedly charged an additional $958.01, nearly doubling the total cost without a clear explanation. Despite repeated attempts to resolve this—both directly with Avis and through my payment processor—I have not received a satisfactory response. The only communication I got from Avis was around $70 gas refund (reason unclear) and a document in December—months after my initial inquiry in September—stating the total charge should be €1,877.38. This amount does not align with my original booking email.

Below is a summary of the key concerns:

Car Upgrade: At pickup, the original car I reserved was unavailable. I was involuntarily upgraded and explicitly told no extra charges would apply. I now suspect the additional fee may stem from this upgrade, which should not be my responsibility.

Duplicate Charges for One-Way Rental: The one-way service fee was already included in my original booking. It is unclear why it may have been charged again.

Refueling Charge: We returned the vehicle with a full tank but was still charged as extra. Upon providing receipt, Avis refunded me.

Language Barrier and Lack of Documentation: The final receipt was in French, and no clear breakdown of charges was provided at drop-off. The staff on site did not speak English, and due to time constraints, we were unable to review the charges properly before signing on a small POS screen.

In summary, I am seeking a full and detailed explanation of the additional charges and a resolution to what I believe to be unjustified overcharging. The car was returned in perfect condition, and there were no deviations from the original rental terms that would warrant such a significant increase in cost.

Please see all documents attached.
Business Response
Date: 06/04/2025
Complaint ID: ********
Avis Case: ********

*

Dear ****** **
Earlier today in a separate email communication you were advised of the following:
"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 EUR802.52 has been issued to your ******** ******* account. The credit will post to the account within 3-5 business days. We apologize for the inconvenience this matter has caused."

Regards,
Customer Resolution Coordinator

Customer Answer
Date: 06/04/2025
[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. I will wait to see the refund posted on my card and will contact back if I don't receive it later.

Regards,

****** **

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