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.
1,716 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:09/18/2025
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 booked and prepaid $475.16 for a car using the **** app at approximately 8:45am for a same day pickup at 5:00pm. **** called me at 4:36 to tell me they did not have a car for me. They also said they could not refund my money. It took 15 minutes to finally get through to someone in **** "customer service" who informed me that it would take 2 WEEKS to refund my money! They took my money, didn't notify me for 8 HOURS that they didn't have a car for me, and will now be holding onto my money for 2 WEEKS. This is theft.
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,

ABG Client Relations Team
*****************
Initial Complaint
Date:09/17/2025
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.
This Avis rent a car refused and denied me to conduct business, no accepting my way of payment for the service through an American debit Card,issued by an institution, located in *************, ** ****Also without any reason or justification of denying for the service.
Business Response
Date: 10/06/2025
BBB #: ********
Case: 75590781

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.
Our Miami Airport location does accept debit cards with a flight itenerary but unfortunately, we do not accept Chime cards.
We apologize for any inconvenience caused by this matter and we thank you for allowing us to assist you.

Sincerely,

*****************
Customer Advocacy Response Coordinator
Initial Complaint
Date:09/17/2025
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 car from ****. Basic info about the rental [Reservation: 40766791US2 Rental Agreement: U426402605 ]. A week after returning the car, **** informed me a $450 cleaning fee, on top of the car rental fee I already paid. I tried to contact **** and got a generic response. "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. Charges are calculated based on the level of cleaning required to return the vehicle into service. This includes, but is not limited to, the removal of food stains on the seats, pet hair that cannot be removed through normal vacuuming, excessive odor, smoke odor, and cigarette burns. In this case was excessive interior dirt."In short, the $450 cleaning fee is for excessive interior dirt.We used the car normally. We did go out for a trip (national parks and beaches) and naturally brought dirt and sand into the car. I agree with the excessive interior dirt assessment to a certain degree.What I don't agree:- $450 charge for cleaning excessive dirt is way too much.- The charge happened after we returned the car. We didn't get a chance to know about this charge beforehand, or remediate the issue on our end. My ask is for **** to completely or partially revert the $450 charge. Note that the $450 has already been charged to my credit card so I am asking for a refund.
Business Response
Date: 10/05/2025
BBB #: ********
Case: 75568714

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 have refunded the cleaning fee billed on the rental in the amount of $325. As per our terms and conditions that you agreed to it states; You will pay a reasonable fee for cleaning the Vehicles interior or exterior for what we determine in our sole discretion are excessive stains, trash, dirt, soilage, odors, or pet hair after the Vehicle is returned. If we discover any evidence of violation of our smoke-free and vape-free policy as provided in Paragraph 1.3, we may charge a fee for interior cleaning and for repair of any damage caused by your violation of this policy. Our tier 1 cleaning fee is $125 and goes up.

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: 10/06/2025
[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:09/16/2025
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.
Rental #********* ***************** always falls short on customer service, over charging ridiculous fees and even their rental selection is anything but the level it strives to be when it comes to competing with Enterprise/National. Which explains why they have to nickel and dime you for every single ***** because they cant compete. First off, I was in a rental for 30 days and I was told by a worker of the location I rented from to simply call in and they would re write my contract. 30 days comes and I call and call and call and no one answers the phone. The rental was due at 3 PM on 9/12. I go into the location on 9/15. Keep in mind Ive already paid another 30 days before going into to get into another contract. They close out my account and Im charged 380$ in late fees. A 1340$ rental becomes a 1720$ rental all because no one would answer the phone and I was 2 hours away from the location for the weekend and would have been charged hundreds to close out and re write the contract at a different location than I picked up from. Their staffing is trashy and not clean looking always. You have to pay out of pocket when your vehicle gets an oil change and then they will reimburse you. Their phone support customer service NEVER helps either anything. Enterprise on the other hand will never charge you more than 65$ for a one way fee. You could drive the car from one side of America to another and it still would be a flat 65$. They would never charge you late fees literally EVER. They re write your contract for you over the phone even if its a week late its still the same 30 day fee you agreed upon from the jump and then the next 30 day charge. They dont charge you to extend your rental if you choose to do so, **** charges 48$ every time you do so. Their customer service is classy and respectful and thats simply why they are worth 35 billion and **** is worth 5 billion. **** needs to re think their position in the car rental industry. They are THE WORST!!!!
Business Response
Date: 10/05/2025
BBB #: ********
Case: 75617505

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 you contacted our office through another BBB complaint and the issue was resolved.

We show that you have been refunded $836.00 for the repo fee and $250 for the one way fee.

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:09/16/2025
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.
Rental agreement #********* ***************** always falls short on customer service, over charging ridiculous fees and even their rental selection is anything but the level it strives to be when it comes to competing with Enterprise/National. Which explains why they have to nickel and dime you for every single ***** because they cant compete. First off, I was in a rental for 30 days and I was told by a worker of the location I rented from to simply call in and they would re write my contract. 30 days comes and I call and call and call and no one answers the phone. The rental was due at 3 PM on 9/12. I go into the location on 9/15. Keep in mind Ive already paid another 30 days before going into to get into another contract. They close out my account and Im charged 380$ in late fees. A 1340$ rental becomes a 1720$ rental all because no one would answer the phone and I was 2 hours away from the location for the weekend and would have been charged hundreds to close out and re write the contract at a different location than I picked up from. Their staffing is trashy and in clean looking always. You have to pay out of pocket when your vehicle gets an oil change and then they will reimburse you. Their phone support customer service NEVER helps either anything. Enterprise on the other hand will never charge you more than 65$ for a one way fee. You could drive the car from one side of America to another and it still would be a flat 65$. They would never charge you late fees literally EVER. They re write your contract for you over the phone even if its a week late its still the same 30 day fee you agreed upon from the jump and then the next 30 day charge. They dont charge you to extend your rental if you choose to do so, **** charges 48$ every time you do so. Their customer service is classy and respectful and thats simply why they are worth 35 billion and **** is worth 5 billion. **** needs to re think their position in the car rental industry. They are THE WORST!!!
Business Response
Date: 10/05/2025
BBB #: ********
Case: 73712898

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 you contacted our office through another BBB complaint and the issue was resolved.

We show that you have been refunded $836.00 for the repo fee and $250 for the one way fee.

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:09/16/2025
Type:Order 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.
Date of Rental: August 31, 2025 Location: ****************** (ATL)Rental Agreement #: U436106532 Case #: ******** I rented a car from **** at ****************** on August 31, 2025. After returning the vehicle, I was charged unexpected fees that I never agreed to and was not provided with a signed copy of the rental contract showing these charges.Details of the Complaint 1.Refueling Charge: **** initially charged me $51.58 for refueling. This was eventually refunded on September 3, 2025, after my dispute.2.Unauthorized Vehicle Upgrade Charge: **** added an additional $35 vehicle upgrade charge (with taxes, $43.46). I never requested, agreed to, or signed for an upgrade. At pickup, I was not given a copy of the rental agreement and was unaware of this additional fee until after billing.3.Lack of Documentation: When I asked **** to provide proof, they referred to a signed rental agreement but did not provide me with a copy that shows my consent. Without documentation, I dispute the validity of this charge.4.Resolution Attempts: I contacted **** Customer Service multiple times (case #*********. While they refunded the refueling charge, they refused to remove the unauthorized upgrade charge, insisting it was correct as billed, despite not providing evidence of my consent.Desired Resolution Full refund of the $43.46 unauthorized vehicle upgrade charge.Confirmation that **** will ensure customers receive and sign a copy of the ********************** agreement before charges are finalized.Why I Am Filing This Complaint I have spent considerable time trying to resolve this directly with ****, but they have not provided proof that I agreed to the upgrade charge. I believe this is an unfair billing practice. Filing with the BBB is my last step to seek resolution and prevent similar experiences for other customers.
Business Response
Date: 10/05/2025
BBB #: ********
Case: 75502846

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
*****************
Initial Complaint
Date:09/16/2025
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.
on Aug *************************************************** full. When I got the the **** counter at the airport(confirm#********US5) the agent said she was going to upgrade me at no additional cost because of all my luggage and gave me a small jeep. I had a 5 day rental and returned on time. I did pay for the sunpass that was for around $67-69. I got me credit card bill and was charged $176.37 which was a overcharged. I called **** customer service three times about this issue. the first time I called the lady said I would get a email in 72 hours and never got one so I called again on 9/4 and spoke to a man and he said yes there was a an overcharge of $100 and I submitted it to our billing **** and the credit was approved and I should see it within 5-7 days and he gave me a case #********. Check my credit card statement and still no credit so I called again Saturday 9/13 and spoke to another lady and got a total different answer about the balance as for my sunpass and taxes and fees. So I escalated the call because I have gotten three different answer. The supervisor reviewed my account after a lengthy conversation and she said the $100 credit was process on 9/4 (the only credit I see was $15.96) and to give it up to 7 business days. So i said that would be Monday 9/15 she said yes. I said I hope this call is recorded because if I check my account and dont see the credit I was going to file a claim. I have dealing with this overcharge for almost a month and my credit card bill is due. I am needing assistance with trying to get my credit of the $100. Thank you.
Business Response
Date: 10/03/2025
BBB #: ********
Case: 75408652

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

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

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

Our review found that part of the credit was issued back to the 3rd party, we have corrected the adjustment and submitted an additional refund of $84.50 back to the credit card. Please allow up to 10 business days for this refund to post.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Customer Answer
Date: 10/06/2025
[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:09/15/2025
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.
I was rented a faulty vehicle with a broken TPS sensor, the pink slip listed 'tire pressure default' at a non-airport ***** for a 2 week long rental. The vehicle put myself and a pregnant passenger in danger because of the faulty tire on the highway. I could not get a vehicle exchanged until 7 days after that because it was peak season. **************** assured me that if I drove to the airport, they would be able to exchange it. That was not the case and I drove 1 hour to the airport, and 1 hour back. **************** offered a refund equal to 2 days worth of rental fess off of the total that would process 48 after the reservation was completed for this inconvenience. We eventually exchanged the vehicle at the airport on the 7th day of the rental period, and inquired about the fees to return to an airport location now that we had the exchange vehicle from an airport location. We called multiple times attempting to change the drop-off location but were given conflicting information. Eventually, we were quoted a number, that comprised of a $75 one way fee, despite the original non-airport location being 1.85 miles away. When we returned the vehicle, we received 2 invoices for different amounts that were double the original amount after fees that were never disclosed to us. The difference in the 2 invoice amounts corresponded to the 2 days rental they intended to refund to us! NO issues were logged when we returned the vehicle, but after calling customer service to obtain a refund for the poor service we received, we are now being assessed for the faulty tire. The company has failed to provide any evidence of damage. The two invoices are fraudulent, with different fee amounts listed. I am seeking official **** policy on renting out vehicles with known faults that put customers in danger; official fees for returning vehicles in other locations; and a refund commensurate and proportionate to to the service and quality that I received; as well as docs on vehicle status.
Business Response
Date: 10/03/2025
BBB #: ********
Case: 74775978

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

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

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

We are incredibly sorry for the experience you had and the stated condition of the vehicle that you received. Although we realize that we cannot make up for a disappointing experience such as this, our records show that our **************** Team has discounted the **********************. Additionally we are happy to offer you a 2 day free rental coupon for a future rental. To accept this coupon please provide us with your **** Preferred Profile number, if you do not have a profile number you can create one at ************ or we can create one on your behalf.

Thank you for allowing us to assist you.

Sincerely,

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

Complaint: 23889622

I am rejecting this response because:
The stated discount provided by customer service is NOT at all commensurate with the quality of the product and service that I received. The discount was 2 days off of the 16 day rental. However, the rental period was for a total of 16 days, and for 7 of those days I had a vehicle that should have never been rented to me in the first place. It was later explained that there was a region-wide shortage of rentals because ****** is the busiest rental period, and further we were not able to get the car exchanged until day 8 of the rental. **** customer service repeatedly provided incorrect information of being able to exchange the rental, and I had to travel to an airport location TWICE to exchange the vehicle. The first time, no vehicle was available, despite customer service insisting that there was vehicle availability based on the fact that they could make a "test reservation for both C and E classes at that location for the day and time." This is an unacceptable level of service, to 1. receive a faulty product, and 2. to have customer service not solve the problem in a timely fashion. I have provided you will phone call records I am requesting a discount that is proportional to the actual amount of time that I had a quality vehicle for, which is 7 days.

Regards,

****** *****
Initial Complaint
Date:09/15/2025
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 actually have two complaints. I reserved a car rental several months ago. Yesterday when I called to see if I could pick up the car two hours earlier, **** automatically canceled my current reservation that was $1650 and added a new reservation at $2300. I did not approve of this, and now I will have to wait until the end of a trip to apply for a refund. This is unacceptable as they never should have sent the change through without telling me of the price change. I never accepted it, and I would not have accepted it. $1,600 for two hours????) I did not change the time. My second complaint is even more disturbing. When we arrived at the airport to pick up the car at 1 PM there was a line with more than 40 people. ********************************* line and theres still more than 40 or 50 people waiting for car rentals. When I called ***** they said that there was a lot going on and we have to wait for new cards to come in before they can send them out. They said the reason was because people were not returning their cars. I have a hard time believing that 30 to 40 people did not return their cars. At this point, its probably 100 people that Ive seen trying to get vehicles through the line. Many left to get an ***** I cannot do that. So, my complaint is two - one that they wanted to charge me $1300 for an extra two hours, which I did not accept (its still what Im being billed) and Im waiting in line for hours to get a car thats been on reserved for months. I believe that **** has purposefully rented more cars than it has available. If they want to charge me $1300 for two hours, I would like $1300 back for the two hours in addition to what Im owed back for inconvenience change on their end. Once we got to the front of the line, we were informed that we were preferred customers so we shouldnt have stayed in line anyway. This is not a complaint against the counter employees, but against the company. Finally, the car is not what we reserved, and it is dirty.
Business Response
Date: 10/06/2025
BBB #: ********
Case: 75771574

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.
When reservations are modified the rates default to the rate in real time and this does cause higher rates. We show your original estimated total was $1650.24 and you were billed $2273.50. As a gesture of customer service, we have issued a credit in the amount of $623.26 back your **** card ending XX0806. Please allow 3-5 business days for processing.
We apologize for any inconvenience caused by this matter and we thank you for allowing us to assist you.

Sincerely,

*****************
Customer Advocacy Response Coordinator
Customer Answer
Date: 10/07/2025
Many thanks for assisting me with my complaint and partial reimbursement from
****************. I am happy they will reimburse me, but they missed the point.

They did not address the issue of waiting 2 hours with a 100 other people for cars that were not available when reserved.

They also did not acknowledge that I DID NOT ALTER OR AUTHORIZE A CHANGE IN MY RESERVATION - AN AVIS AGENT DID BY MISTAKE WHILE ON A PHONE CALL WITH ME (emphasis added). I only asked a question as to how much it would cost to pick up the car two hours early. They promised me they would fix it when I returned the car, but that has been an issue too as they seem to think this was all my fault. They need to understand this and not make it seem that they are doing me a favor by reimbursing me back to the original amount.

Thus (and sorry for this email to you) I need to know how to accept the credit back for the over-charge, but also let them know I am not satisfied with their customer service and how they handled the entire situations. *** - the agent at the counter was very helpful when we finally got up the front of the line.

Please advise.

Thank you!
***** ***********
************

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,

***** ***********
Customer Answer
Date: 10/14/2025

Complaint: 23880662

I am rejecting this response because:
Many thanks for assisting me with my complaint and partial reimbursement from
Avis car company. I am happy they will reimburse me, but they missed the point.

They did not address the issue of waiting 2 hours with a 100 other people for cars that were not available when reserved.

They also did not acknowledge that I DID NOT ALTER OR AUTHORIZE A CHANGE IN MY RESERVATION - AN AVIS AGENT DID BY MISTAKE WHILE ON A PHONE CALL WITH ME (emphasis added). I only asked a question as to how much it would cost to pick up the car two hours early. They promised me they would fix it when I returned the car, but that has been an issue too as they seem to think this was all my fault. They need to understand this and not make it seem that they are doing me a favor by reimbursing me back to the original amount.

Thus (and sorry for this email to you) I need to know how to accept the credit back for the over-charge, but also let them know I am not satisfied with their customer service and how they handled the entire situations. BTW - the agent at the counter was very helpful when we finally got up the front of the line.

Please advise.

Regards,

***** ***********
Business Response
Date: 10/23/2025
Dear ***** ***********,

Thank you for your follow-up message and for taking the time to share additional details about your experience. We truly appreciate your patience and the opportunity to provide further clarification.

First and foremost, we sincerely apologize for the extended wait time you experienced at pickup. Waiting more than two hours in line with other customers due to vehicle availability issues is understandably frustrating, and we regret that this situation disrupted your plans. Please know that your comments have been shared with our Operations Team to review staffing and vehicle allocation procedures at the location to help prevent similar delays in the future.

We also understand your concern regarding the unauthorized change to your reservation. After reviewing your account, it appears that an **** representative made an adjustment in error while discussing your inquiry about an earlier pickup time. We recognize that this modification was not requested or approved by you, and we apologize for the confusion and inconvenience it caused. Our team has been reminded of the importance of confirming all reservation changes with the customer before making any ********************** updates.

While a partial reimbursement has already been processed to correct the overcharge, we want to emphasize that this adjustment was issued as a correction to your billingnot as a goodwill favor. We acknowledge the inconvenience you experienced, and we believe you deserved better communication and service throughout the process.

We are also glad to hear that the counter agent at the location was helpful once you reached the front of the line. We have shared that positive feedback with their management team.

We regret the overall frustration and confusion this situation caused and appreciate your honesty in bringing it to our attention. Your feedback has been documented for internal review to ensure we learn from this experience and improve our processes.

Thank you again for giving us the opportunity to address your concerns. We value your business and hope that, in time, you will consider giving us another opportunity to serve you under better circumstances.

Sincerely,

*****************
Customer Advocacy Response Coordinator
Customer Answer
Date: 10/23/2025
[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 the follow up and acknowledgement of the issues, I appreciate it. I hope things go more smoothly the next time.

Regards,

***** ***********
Initial Complaint
Date:09/14/2025
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.
Reservation was made five months prior to pick up. Pick up was for 7/18/25 - 7/22/25 (return) at ***********, **. Vehicle was not available due to a recall but we never received that information until we arrived to the office. The manager informed us he had not seen the vehicle we reserved for months due to the recall. We get to the office and we had to get a downgrade which was provided for the same price which is not right. I spent hours at the office calling other rental offices nearby. I called Priceline and **** and did not get much assistance. I was told that a guaranteed adjustment will be provided by **** and I never received it. I had to call and that is when I finally got an adjustment but I should have gotten the total amount refunded.
Business Response
Date: 10/03/2025
BBB #: ********
Case: 74300589

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

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

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

Our records show that you have already contacted our **************** Team and this has been resolved.

Thank you for allowing us to assist you.

Sincerely,

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

Complaint: 23883847

I am rejecting this response because:
I should not have had to go through that. I had to lose time. Nothing was done on your behalf. I worked to get some type of reimbursement that was nearly not enough. Your company is very reactive and not proactive.

Regards,

********* *******
Business Response
Date: 11/03/2025
BBB #: 23883847
Case: 74300589

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

Thank you for your continued correspondence and for allowing us the opportunity to review your concerns. We sincerely apologize for the inconvenience and frustration you experienced during your recent rental at our ***********, ** location.

After a thorough review by our ************************** Team, we confirmed that your case has been previously reviewed and resolved. A total adjustment of $46.22 was issued to your account as a goodwill credit to address the inconvenience of the vehicle downgrade and the extended wait time at pickup.

While we understand your dissatisfaction with the situation, the charges on your rental were billed correctly based on the signed rental agreement and the rate for the vehicle provided. The adjustment issued reflects a fair resolution for the inconvenience you experienced, and no further refunds or compensation will be offered.

We value your feedback and assure you that your comments have been documented and shared with the local management team for internal review. We apologize again for the difficulties you encountered and appreciate your understanding in this matter.

Sincerely,

*****************
Client Relations Team
Customer Answer
Date: 11/06/2025

Complaint: 23883847

I am rejecting this response because:

It is fair to them the business but not the consumer.

Regards,

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

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Avis Rent A Car is NOT a BBB Accredited Business.