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:10/06/2025
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 had rented a vehicle July 20, 2025-August 20th 2025 AGREEMENT #********* and through that month I would either extend through app or visit a location. I had the vehicle dropped off at same location that I picked up, and the *** processed another rental the same day for me with no issues or concerns from ******* I mentioned I picked up a car after I dropped off the first one since I still needed a rental the new agreement # *********. Which I still have the car right now AND I also just extended it again. Today I go in to change my rental car because I need a large vehicle just to be asked who did I **** off and Im confused as to what that means. Then Im told Im on the DO NOT RENT LIST the agent referenced the agreement #********* and she also did not understand what was going on because I RENT MANY cars from **** with no issues. My preferred **** is #0vn549 I have rented so many that I just hit presidents club just to be told Im on the do not rent list? The agent did not understand what was going on but said I had kept the car for a month without extending but she even said that wouldnt be possible because the car would have been ***ossessed by ****. Anyways I need an explanation and I want to be removed from the do not rent list. I have the bill showing I paid the extensions and the entire bill at drop off. I currently deal with medical treatments for my cancer and this is horrible for me to deal with at such a hard time. Do better
Business Response
Date: 10/13/2025
BBB #: ********
Case: 75555412

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 reached out to our security team and once we hear back from their office we will advise you accordingly.
Thank you for your continued paitence.

Sincerely,

*****************
Customer Advocacy Response Coordinator
Initial Complaint
Date:10/04/2025
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.
I reserved a **** car through ***************** (35 % off) for 3 days September 25-27,2025 in *********** ******** to attend a funeral. I wanted a compact car but it was more than the suv price which was $29.99 a day. I thought I could deal with a SUV for 3 days I showed my license they showed me where to initial and sign and off I went. It was a ***** Tahoe a very large suv. I flew from az and was too exhausted to go back in to find a smaller car as I still had to drive to *******. I parked and family and friends drove me around until I headed to airport with s short stop for lunch with family. When I went to return the car. There was no one to return it to. The girl at the counter offered to help me if I was comfortable receiving my receipt via email. she took the keys and paperwork. Waiting at the gate I received an email for over $600. I called the local number nobody answered customer service and so I left a message at ext 302 for manager voicemail. I contacted customer service again after I had left a couple of messages with manager voicemail and they werent able to help me and kept mentioning $300 it should havecosted just over $100 and she transferred me to manager voicemail. I feel very stupid and I cant afford this. I feel I have been duped with a bait and switch tactic and believing some checks manager voicemail. Please help me
Business Response
Date: 10/12/2025
BBB #: ********
Case: 76560462

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

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

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

Based upon the information you provided and the findings of our internal investigation, we show that your estimated total on your reservation was $608.65which is the amount you were charged. If you have a confirmation email that shows a different price, please provide us with a copy of that email.

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

Thank you for allowing us to assist you.

Sincerely,

ABG Client Relations Team
*****************
Initial Complaint
Date:10/02/2025
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 an intermediate suv for pick up on 9/16/25 but was told they only had an electric sedan or a **** f-150 available. Because I needed a car, I took the electric car even though I did not want to deal with the hassle of charging and finding a charging station. They charged me the same amount/rate as the intermediate suv I had reserved even though the electric sedan rental rate was much lower when I looked online. I believe they did a switch-a-roo, charging me the the higher rate and giving me a cheaper car even though I had reservations. Budget also later charged me a toll fee and convenience charge, even though I had already paid it online. There is some shady business practice going on here, and I will dispute all charges unless they correct it. waste of my time, and I feel scammed. I have all receipts for pickup and return, as well as the tolls paid, and video and pictures at time of pick up and drop off.
Business Response
Date: 10/13/2025
BBB #: ********
Case:

Dear ***** ***,

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

Avis values 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 of Rental;

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:10/01/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
please provide: (a) your rental confirmation number: 41640070GB3 (b) the start and/or end dates of your reservation: sept 05, 2025 to sept 22, 2025 (c) the location where your reservation originated: *************** (d) your case number: **** Case: ******** When picking up our car at the airport, we asked to have a responder fitted to pay the toll charges. We expected to be put on the standard tariff where you are charged per toll incurred. However, without any discussion (as would be confirmed by 3 other people) we were put on some expensive Unlimited toll which we were not aware of. We didn't find out about this until the rental agreement was emailed to us at close of play on our start date. After some discussion with **** we realised that they had made a mistake and applied the more expensive charge without discussion. We immediately asked to be put back on the standard rate - however **** said that this was impossible. We then asked **** to refund us for the extra charges we would be charged. i.e. we're happy to pay for the tolls we've actually used and their daily admin fee - but don't think we should have to pay extra for ****'s mistake i.e. **** should not be making a profit from bad service to us. However, **** have so far refused to consider this.I've run our proposed route through ****** maps - and estimate our charges under the standard scheme as: tolladmin $5.60$6.95 $2.80 $6.95 $2.80 $6.95 $4.50 $6.95 Totals$15.70$27.80 total charges$43.50The costs for the Unlimited toll work are estimated on the rental agreement as: $220.87. We therefore estimate that **** should refund us $177.37.Hope this is clear, however please get in touch if you need any further information.
Business Response
Date: 10/08/2025
BBB #: ********
Case: 75641714

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 fully refunded the tolls pass. If the pass was used, you will be billed separately from ********************** including a convenience fee and the charges will be deemed valid. Please allow up to 10 business days for this refund to reflect.

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

Sincerely,

ABG Client Relations Team
*****************
Customer Answer
Date: 10/09/2025
[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. Many thanks to **** and the BBB for their efforts in sorting this out. I've often used **** in the past - and after resolving this I would be happy to use them again in the future.

Regards,

**** ******
Initial Complaint
Date:09/30/2025
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 am writing to formally dispute the charges and service I experienced at your ******************************* location on September 25. I reserved an SUV for two days at the quoted rate of $155.26; however, I was ultimately charged $315.13. My concern extends beyond the billing discrepancy to the unprofessional manner in which I was treated by the counter agent. Upon entering the lot, I discovered the vehicle provided was electric, though I had not reserved an electric vehicle. I returned to the counter to request a gas-powered SUV. While waiting, I observed other customers expressing the same concern about receiving electric vehicles. Although those customers were visibly upset, the agent maintained a professional demeanor with them. When it was my turn, I calmly explained that I had not requested an electric vehicle and asked if a gas-powered option was available. The agent responded curtly, stating, Thats what you reserved. I clarified that this was likely an error with the original booking agent and politely asked if a gas-powered SUV could be provided instead. She stated it would be a $17 upgrade, to which I agreed. After checking with the lot, however, she returned and said it would actually be $75 per day. During this interaction, the agent repeatedly raised her voice at me, even though I remained calm and respectful. Other customers in line appeared surprised by her tone toward me. I found it especially concerning that she was able to remain composed with other (non-Black) customers who were visibly upset but responded to me, a Black male, with hostility and dismissiveness. Later, when a deputy I knew briefly stopped to speak with me and she realized I was employed by the *******************, her demeanor shifted noticeably. While I do not expect special treatment because of my profession, I do expect fair and respectful service as a paying customer. I am disputing both the excessive charge and the unprofessional conduct I experienced.
Business Response
Date: 10/07/2025
BBB #: ********
Case: 76255272

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

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

lease accept my apology on ****'s behalf. There is never a reason for any representative of **** to be rude or disrespectful to **** customers.

**** takes claims such as your very serious. **** has a "zero tolerance" policy against any form of unlawful discrimination. It is not only against the law but bad business.

**** has a diversity committee. The **** Diversity Committee investigates each and every claim of discrimination, and if the allegation is sustained, **** takes the necessary corrective actions.

Your report has been forwarded to the **** Diversity committee.

Sincerely,

ABG Client Relations Team
**** Budget Group
Initial Complaint
Date:09/29/2025
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.
After reserving a standard compact vehicle days in advance for $134.96, I was informed upon arrival on 9/26 there was no compact available, and that I would be forced to pay an upgrade fee (~$45/day) despite no forewarning that my reserved car was unavailable. Not only was the lack of advanced communication unacceptable, but the inability to cover the forced upgrade is unheard of when the business is at-fault (for a ****** Rav4 nonetheless). Owner/operator said he would cut the upgrade fee in half to $26/day, and then proceeded to charge me the full rate. This is textbook entrapment.
Business Response
Date: 10/07/2025
BBB #: ********
Case: 76246705

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

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

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

Based upon the information you provided and the findings of our internal investigation, we show that a refund was processed on 9/30/25b in the amount of $90.48. 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,

ABG Client Relations Team
*****************
Initial Complaint
Date:09/29/2025
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 want to decline *** in my preferences and all future bookings. The **** website doesn't allow me. I emailed ***************************** a month ago and no one responded. there's no other way to contact them.Avis Number: 8QS30M
Business Response
Date: 10/07/2025
BBB #: ********
Case: 76437225

Dear ******* SUN,

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.

Unfortunately we are unable to make this update. You will need to login on the website and modify your profile.

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

Sincerely,

ABG Client Relations Team
*****************
Customer Answer
Date: 10/09/2025

Complaint: 23950074

I am rejecting this response because: Like I already said, I can't update my profile online. I tried different ******* and different phone apps. They all give the same error that says I cannot update my own profile. I emailed ******************************************* for months with no response. I called customer service and they said ******************************************* is the only one that can update my profile.

Regards,

Wenquan Sun
Business Response
Date: 11/03/2025
BBB #: ********
Case: 76437225

Dear ******* SUN,

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.

Unfortunately we are unable to make this update. You will need to login on the website and modify your profile. If you need immediate assistance you can call local customer serivce at ************** or the toll free number ************.

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

Sincerely,

ABG Client Relations Team
*****************
Customer Answer
Date: 11/05/2025

Complaint: 23950074

I am rejecting this response because: you didn't solve my issue

Regards,

Wenquan Sun
Business Response
Date: 11/11/2025
Dear ******* Sun,

Thank you for your reply. We understand your request to have the *** coverage removed from your ************************* profile.

As a courtesy, we will forward your concern to our ****************** to see if they can assist with updating your profile and removing the *** selection. Please allow a few business days for their review. If they require any additional information, they will contact you directly.

We appreciate your patience while we look into this for you.

Sincerely,

ABG Client Relations Team
*****************
Initial Complaint
Date:09/29/2025
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 have called ********************* at ************ multiple times, seeking to speak with a supervisor to obtain information which they say they cannot provide as it is more than 6 months ago. The local **** on ******* in ********** and the **************** Line referred me to this number of imbeciles or most likely illegal aliens are rude and consistently stop the calls out of frustration of their lack of knowledge. My aunt has spent thousands of dollars with **** and is entitled to reimbursement but cannot get it without the help of this company which she patronized. Will someone with business acumen please contact me.
Business Response
Date: 10/08/2025
BBB #: ********

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: 10/08/2025

Complaint: 23949398

I am rejecting this response because, I would like to respond to their inquiry and give them an opportunity to assist us.
First, this was filed to reach management because my aunt, over ********************************************************************************* 2022 and 2023. During the various three periods of being without transportation, she rented cars multiple times between December 2022 and December 2024. *** is willing to reimburse the rental expenses with confirmation of rentals and expenses.
She does not have the rental agreement numbers and she does not have the original card used, due to scammers all over the land. I am supplying information that may assist. Please call me to discuss at ************:
Reservation Number: Unknown
Renter's Name: ***** *****
Rental Location: *************************, **
Exact Date/Year of Rental: Many between 12/2022 and 12/2024.

Regards,

********* ****
Business Response
Date: 11/03/2025
Case 76811692:

Thank you for contacting ********************* regarding ***** ***** *************************. We appreciate your concern in this matter and will be more than happy to assist ***** ***** in reviewing this matter.

While we understand your concern, we are unable to discuss any details for the issue at hand, as you are not listed on the actual rental contract. Please be assured that your comments and concerns regarding ***** ***** rental have been noted in case file 76811692.

Please advise ***** ***** to contact us directly with their concerns and we will be more than happy to assist them.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:09/29/2025
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 having a problem reaching the Escalation Team to address a simple issue in which the location on ****, ********** and customer service stated they could not address. As a result of multiple thefts of my two Kia ********* I have rented cars multiple times and various periods between 9/5/22 and 12/31/2023.Currently, I am in need of verification of dates of rental and associated rental expenses for the aforementioned ***********: ***** ***** Address: ***************************************** Phone: ************** I do not have access to the email used when these rentals were done.Please send information in PDF format as soon as possible. It is required to substantiate reimbursement of expenses.Thank you kindly.
Business Response
Date: 10/08/2025
BBB #:********

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.

Unfortunately we are unable to locate rentals from 2023 without having a rental agreement number to be able to look up. If you can please provide us this information we can try and locate these for you. Please also keep in mind that not all documentation can be located from a rental from 2023 a** we generally do not keep records more than 6 months old.
Thank you for giving us this opportunity to be of assistance to you.

Sincerely,

ABG Client Relations Team
*****************
Customer Answer
Date: 10/08/2025

Complaint: 23949213

I am rejecting this response because: I know if law enforcement needed records that were no more than 7 years old, it would be produced. I don't have any rental agreement numbers. If I had those numbers, surely I would have the information also. **** certainly has the ability to query their database and search by name or drivers license in a specific city and state for a range of time. I spent plenty of money with **** and if the company will not assist me so that I can get small portion back, I will not be renting with **** going forward and I will have to pass this failure on to others who may consider renting from ****. I am continuously getting responses from customer service people who are indeed limited. Where is management?

Regards,

***** *****
Business Response
Date: 10/22/2025
Dear Ms. ****************** you for your follow-up message. We truly regret your continued frustration and the inconvenience youve experienced while trying to obtain your past rental information.
Please know that our team has made every effort to locate the records based on the information provided. Unfortunately, without specific rental agreement numbers or confirmation details, our system cannot retrieve historical data beyond what is permitted under our record-retention policy.
We understand your disappointment and sincerely apologize that we cannot proceed further without more details. If you can share approximate rental dates, pickup locations, or the credit card used for payment, we will gladly perform another search to see if the records can be located.
We truly value your past business with **** and regret that this experience has not reflected the level of service you expected or deserved. Your feedback has been shared with management for awareness and review.
Sincerely,
******************************start="1189" data-end="1192"> *****************
Initial Complaint
Date:09/29/2025
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.
I rented a car at the ******************* location and was charged approx. $140 additional dollars for the vehicle despite the car being refueled. After looking at ****** reviews this seems to be a common practice of **** at the location.
Business Response
Date: 10/08/2025
BBB #: ********
Case: 76216974

Dear ******* 76216974,

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

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

Based upon the information you provided and the findings of our internal investigation, we show the additional charge was for fuel. Our records indicate you contacted **************** about this issue and the fuel charge was refunded on 9/29/25 in the amount of $134.46.

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

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Avis Rent A Car is NOT a BBB Accredited Business.