Complaints

This profile includes complaints for Avis Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Avis Rent A Car

  6 Sylvan Way Parsippany, NJ 07054

• 

  Avis Rent A Car

  3729 Route 1 Princeton, NJ 08540-6111

• 

  Avis Rent A Car

  1 Newbury St Peabody, MA 01960

• 

  Avis Rent A Car

  5 Transportation Way Boston, MA 02128

• 

  Avis Rent A Car

  650 Airport Dr Presque Isle, ME 04769

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:07/19/2025

  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 via Priceline. I was charged $599 charge on my credit card for alleged glass damage to the vehicle I rented. This was after I rented the car and was a separate charge. This is false. There was ZERO damage to the glass while I rented the vehicle. When I returned it at drop-off, there was NO glass damage and the employee scanned me out and said you're good to go. This is fraudulent, they notified me 21 DAYS AFTER I RETURNED THE VEHICLE WITH NO DAMAGE. How many times has the vehicle been rented since then?There was no damage when I returned the vehicle. There is no picture that shows a wide shot of the vehicle with a date/time stamp. I want to see the proof and the surveillance camera footage from the parking garage that shows who else rented it and a date/time stamp where the team member took the picture of the cracked windshield. There was zero windshield damage when I returned the car.I ask that **** reverse the $599 glass replacement charge immediately.The rental details are as follows:Rental period 6/23-6/26 Rental # U407051610 Return &drop-off at ************************************ *********** Santa Fe VCR # VCR9537749 Priceline Confirmation 35013488US6

  Business Response

  Date: 07/25/2025

  **** Case ID# ********
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********
  
  **** values our relationship with travelers and always strives to do the right thing. We apologize for any inconvenience this matter has caused.
  
  **** does not wish to deceive anyone we do our best to make sure that all pertinent information is made available to our customers in a variety of places with our **** website and within the terms and conditions, were you acknowledged you have read and agreed to the terms and conditions of the rental contract which states if you do not accept the Loss damage Waiver (LDW), or if the car is lost or damaged, you are responsible; and you will pay us for all loss of or damage to the car regardless of cause, or who or what caused it. 
  
  If the car is damaged, you will pay our estimated repair cost. Where permitted by law, you authorize us to charge you for the actual cost of repair or replacement of lost or damaged items such as glass, mirrors, tires and antenna, as part of your rental charges. These charges are billed separately from the final rental bill and may take 6-8 weeks to show a charge on the card.
  
  Based on this information the charges were correctly rendered, and no refund is in order in this instance. 
  
  Sincerely,
  
  ABG Client Relations
  Escalation Team
  ***********************

  Customer Answer

  Date: 07/25/2025

  
  Complaint: 23624922
  
  I am rejecting this response because:

  The claim is false. I did not damage the glass. I returned the car in the same condition it was received in. The **** employee told me I was fine, approved the cars condition, and said my transaction was complete and that I could leave. I was immediately sent an email confirmation and receipt showing my charges and that the vehicle was returned in the same condition, with no damage. 

  Im being charged for a cracked windshield from either another car or another person. You notified me three weeks after I returned the car, after stating via my receipt that I had no damage to the car or glass 

  You'll hear from my lawyer. And I'll be sharing the deplorable and immoral way that **** conducts business and treats it's customers with everyone on ****** reviews and car rental forums.

  It's no surprise **** is not an accredited business.

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

  Business Response

  Date: 08/14/2025

  BBB# ********

  Avis Case ID# ********

  Thank you for your reply.  

  Based upon the information you provided and the findings of our internal investigation, we have refunded the glass charge billed on your rental.  A credit of $599.00 has been issued to your **** account.   The credit will post to the account within 3-5 days.  We apologize for the inconvenience this matter has caused.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs. 
  
  Sincerely, 

  Avis Response Coordinator 

• Initial Complaint

  Date:07/19/2025

  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.

  Rented a car from **** and with. The first 10 miles a tire pressure sensor came on. Went and put air in it. After the 4th time of putting air in that tire we took it to Discount tire to be told the tire has a s**** in it and needs to be replaced. This is not our responsibility. To pay for a new tire. Do I called road side assistance and she told us to go change it ourselves or we would have to pay for someone to come out and change it! It gets worse. She told us we could drive over an hour to the airport to change out the car and pay to fill the car up even though this is the gas we have been paying for this the whole trip. We have been inconvenienced by **** since this c*** car and they are not helpful in fixing the problem of THEIR car. I will never use them again. Preferred member doesnt mean c*** I will not use them ever again. In a world with many choices, I will seek out a new quality company to join

  Business Response

  Date: 07/25/2025

  BBB# ********

  Avis case # 74323769

  Your file referenced above has been brought to our attention.
  

  We  have reviewed your rental and notes from your case.  By way of explanation ABG takes pride in providing our clients with a seamless rental experience.  We apologize that your current rental has not met this standard. Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions.  Due to the inconvenience we discounted the rental.  Our adjustment will be reflected when the contract is closed. 

  
  Thank you for giving us the opportunity to address your concern. 

  Sincerely,

  Avis Response Coordinator  

  Customer Answer

  Date: 07/31/2025

  [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:07/18/2025

  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.

  (a) your rental confirmation number **** Rental Agreement ********* (b) the start and/or end dates of your reservation July 11 to July 17, 2025 (c) the location where your reservation originated pickup: ******************************************************************************** US return: Los Angeles Intl Airport,LAX, *************************************************************************** I was charged $250 by **** 1 day after returning my rental vehicle, without notice or explanation at the time of return. I confirmed with the **** agent that there was no damage or cleanliness issue. The vehicle was accepted without any *********** a long-standing **** Presidents Club member, I am extremely disappointed with the handling of this matter. I am requesting the full refund of the $250.

  Business Response

  Date: 07/25/2025

  BBB #: ********
  Case: 74499865
  
  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.
  
  The only transaction we found on this rental for $250.00, was the pending authorization hold that was captured at the start of the rental. Our records show that this hold was released on July 17th, 2025.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:07/18/2025

  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 had a car reserved for July 6th at *********** at 10:30pm originally. while at my layover in ********* i was informed by American Airline that there was a delay, so i call **** and was told not to worry someone would be there because they watch the reservations flight number to make sure thar their customer receive their **********************. i arrived at CVG **** counter before 1:00 am on July 7th. Closed i proceeded to the floor with the rentals notice my name was on the board but no spot was beside my name, so no car. i spoke with ****s security and he informed me the agents had been leaving early, and it wasn't the first time. i had to take at 50 dollars **** ride to my hotel where my weeklong meeting was. Marriott ****************. The next day i changed my reservation online to a store closer to my location, only to be called and said they could not fill it at that location. He then said another store could fell it in the opposite direction. So, after my meeting i caught a ride to that location to be told she didn't have a car for me. After expressing that i was dropped off with no ride i was offer a dirty, bald rear tires, REEKING OF WEED (which we had to smell for a week giving my wife headaches), no walk around ******* Santa Fe.

  Business Response

  Date: 07/24/2025

  BBB ID: ******** 

  **** Case: 74274045

   

  Dear *** ******, 

  At **** Budget Car Rental ********** any difficulties or problems encountered by a customer is a concern to us. Feedback such as yours enable us to evaluate areas of improvement. 

  We are sorry for the inconveniences you were caused hiring a vehicle in the city of **********. By way of explanation, the ****************** facility is open daily from 6:00 am to midnight. We can ask our staff to meet a flight after business hours but require a minimum 72 hours notice to receive a response if the staff will meet someone after business hours. We are sorry if this information was not properly communicated. A report with your comments has been recorded and sent to the responsible department management to review. 

  This being said, in an effort to demonstrate our apologies today we have submitted a monetary credit $125.00 to **************** account number ending ********. Allow three business days for the credit to post. 

  We appreciate your taking the time to apprise us of the experience. Only by being made aware of an issue can we correct it. 

   

   

   

  Sincerely, 

   

  Customer Resolution Coordinator 

   

   

   

  Customer Answer

  Date: 07/25/2025

  [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:07/18/2025

  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 July 17, 2025, I received a voicemail from the **** location on Hwy 138 in ***********, ** informing me that no cars were availableless than 24 hours before my scheduled rental. This was despite my reservation being confirmed two weeks prior.I called the office for assistance and was met with extreme rudeness from an employee who refused to listen. I went to the location in person to speak with a manager. The employee continued to be rude and claimed the manager was unavailable. When the manager was reached by phone, she also demonstrated highly unprofessional behavior.After speaking with the manager on the phone, the employee threw the phone at me, which struck my hand. This is unacceptable, unprovoked, and potentially assault.I am requesting that this incident be formally investigated. Both the employee and manager should be held accountable for their actions. I am also in contact with legal counsel regarding the assault.This experience has caused distress, disrupted my travel plans, and completely shattered my trust in ****.

  Business Response

  Date: 07/24/2025

  BBB #: ********
  Case: 74291954
  
  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.
  
  Reports such as this are not taken lightly and the inappropriate behavior you encountered will be addressed in a most urgent manner so any necessary coaching, training or disciplinary action can be taken to prevent any future occurrence. As you can understand, we can not discuss or disclose the details of the actions taken as these records are restricted to the individual employees personal files. Again, the behavior you experienced is considered highly unacceptable under any circumstances and we can assure you all necessary actions will be taken to ensure this is stopped.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:07/17/2025

  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.

  Made reservation months ago for a van rental. Called the day before pickup that the van would not be available. This is unacceptable. Told me to call around to other **** facilities by customer service to see if they might have what I scheduled and reserved for. Worst customer service.

  Business Response

  Date: 07/24/2025

  BBB #: ********
  Case: 74466207
  
  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

• Initial Complaint

  Date:07/17/2025

  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 ****, the car had a large dent on the drivers side door when I drove it off the lot. There was no one to point this out to when renting the car. 3 weeks later they send me an invoice demanding payment for a problem that I didnt create. I would think they have evidence in their system showing this was created by a prior renter and if not they are not doing their job. They should be documenting all damage done to cars when returned and not charging customers for damage they didnt create/

  Business Response

  Date: 07/23/2025

  Case: 74443990
  Rental Agreement: U328255480
  
  Regarding the BBB, as mentioned above, Complaint ID: ********, thank you for allowing us to address your concerns.
  
  We understand that you are disputing the damage charges and have stated that the damage in question was pre-existing. Please be assured that we are currently reaching out to the operational manager at the location to review the matter and determine whether the damage was previously documented.
  
  We will provide you with an update as soon as we receive a response. We appreciate your patience while we investigate this further.
  
  Sincerely,
  
  Avis Budget Group
  Response Coordinator
  

  Customer Answer

  Date: 07/24/2025

  
  Complaint: 23614432
  
  I am rejecting this response because:

  - There has not yet been a resolution to the case.  I will keep this case open until I receive a response from the business manager from **** and if it wasn't documented (due to a lack of control on ****** part) video in the parking garage of the car prior to me renting it showing the damage was pre-existing.  **** should not be renting cars out to customers that have extensive damage without first insuring that all damage has been documented.  If **** expects customers to document damage prior to driving the car away, there should be attendants to assist with this rather than allowing customers to willingly walk to a car and drive away.  Additionally, the App should notify customers to document all damage prior to entering the car, so we know to do this.  I look forward to hearing a prompt response back. 

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

  Business Response

  Date: 07/31/2025

  Case: 74443990
  Rental Agreement: U328255480
  
  Regarding the BBB, as mentioned above, Complaint ID: ********, thank you for allowing us to address your concerns.
  
  After careful review of our records and your statement we find that these charges are not supported for the dates and times of your rental. Please accept our apology for the inaccuracy in recording whom the responsible party is. We have removed this claim from your rental. Thanks to you we were able to determine the right person responsible for this to which we will make contact.
  
  We again apologize for the frustration and the confusion. Thank you for your business and feedback and we hope to see you again.
  
  Sincerely,
  
  *****************
  Response Coordinator

  Customer Answer

  Date: 08/12/2025

  [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:07/17/2025

  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.

  Brief description of claim: I returned the car a day early and would like a refund. When I first picked up the car, I was told I had to wait 20 mins for the car I booked, or just take a mini van. I did not want to wait, so I took the mini van. After driving away from the airport I realized that the vehicles air did not work, so I had to turn around and go back to the airport to get a new car.Did our vendor(s) offer compensation for your concerns? No What is your desired resolution: I would like a refund on the last day of my confirmation, I returned the car a day early and had issues when picking up the vehicle.****** Travel Booking Number: 34606116US6 ****** Membership number: ************

  Business Response

  Date: 07/23/2025

  BBB# ********

  Avis case# 74442386

  Your file referenced above has been brought to our attention.
  

  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 bill to reflect a daily rate.  The credit issued to your **** card will post to the account within 3-5 days.  We have e-mailed a copy of the amended receipt to you under separate cover for your reference.   We apologize for the inconvenience this matter has caused.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs. 
  
  Sincerely, 

  Avis Response Coordinator 

• Initial Complaint

  Date:07/16/2025

  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 rented a vehicle from **** on June 25 and returned it in good condition on June 29. A week after returning the car, I received a notice that I was being charged $450 for a cleaning fee due to pet hair. The single photo provided by **** does not show enough pet hair to justify such an excessive charge.I requested a detailed breakdown of the $450 fee, including labor, materials used, and a copy of their cleaning policy. **** failed to provide any of this information and responded only with a vague statement that the charge was valid without exception.I have since found numerous similar complaints online from other customers, as well as mentions of class action lawsuits for this same type of overcharging and lack of transparency. It appears to be a recurring practice that takes advantage of customers after their ********************** is complete.I have already stated I will dispute any attempt to process the $450. I am also filing this complaint to document the issue and prevent others from experiencing the same treatment.

  Business Response

  Date: 07/23/2025

  BBB #: ********
  Case: 74025841
  
  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 spoken with our **************** Team and the cleaning fee has been discounted. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:07/16/2025

  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.

  We reserved a rental car on 3-10-25 for $33.00. When we got there they had no rental cars left. We had to hire an **** to get us where we needed to be on 3/25/25. Then we had to hire an **** back the next day 3/26/25 to get a rental. It cost us well over $500 to get this straitened out and we actually had to go through **** Rental, even though we didn't want to, at another airport. When I got a chance to look at the statement, I called **** and they told me according to their policy I didn't turn it in in time.

  Business Response

  Date: 07/16/2025

  BBB #: ********
  Case: 74247991
   
  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 
  *****************