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

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  Avis Rent A Car

  1460 Route 22 Watchung, NJ 07060

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  Avis Rent A Car

  15 Transportation Way Boston, MA 02128

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  Avis Rent A Car

  5 Transportation Way Boston, MA 02128

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  Avis Rent A Car

  55 Ariadne Rd Dedham, MA 02026

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:09/12/2025

  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.

  We rented a car from **** and the employee told us there was "known pre-existing damage" to the back of the car during the walkthrough, so my husband and I did not take photos. Turns out the employee didn't log the pre-inspection report, and now **** is trying to charge us $2,190 for damages to the vehicle that we didn't cause and were told was logged in the system.When we were finally hit with a claim from ***** we called the branch where our vehicle was rented from and were informed the employe was "no longer with ***** and "hadn't completed a pre-inspection report," indicating this employee was likely let go due to performance issues. We are now victims of poor employee performance and negligence by the business.

  Business Response

  Date: 10/15/2025

  BBB #: ********
  Case: 76638975
  
  Dear ******* *********, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Avis values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  We have contacted our Claims Manager to review the issues you raised.  When we have received a reply from their office, we will advise you accordingly.  We appreciate your patience during our investigation.
   
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

• Initial Complaint

  Date:09/12/2025

  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.

  On 12/21/2024 I shared a very unprofessional experience with a manager ******** at the **** location at *****************. ******** increased the price of the rental for a Christmans trip we had planned and I ended canceling the reservation. I called to make a complaint about and spoke to Supervisor name ********* on 12/21/2024. Due to the experience ********* gave me a coupon code TUVA132 for 2day rental that is valid from 12/1/2024 until 6/30/2026. I attempted to use the coupon online today because we planned a birthday for my daughters' birthday. I made several attempts to use the coupon online but I was being told that the coupon could not be applied. While reserving on I noticed that all standard, full. compact cars are sold out. I reserved month by month starting from September 2025 to June 2025 and I cannot reserve or use the coupon with these model cars. Online it shows only premium SUV cars available. I called ****** location and spoke to ******** again she was just as rude then and now and she referred me to customer service to call. She refused to even try to help. I called the customer care number spoke to **** *. requested a Supervisor. He kept me on hold for literally 20 mins and stated that there was no Supervisor available. I ask him could make the reservation with my coupon and he hung up the call. I have had nothing but back to negative experiences. I received a coupon that can only be used with cars that are not premium or SUV. Which eliminates me from getting the 2day rental free as promised. **** online shows that all compact, Standard and full size cars are sold out through the expiration of my coupon. I would like to given the opportunity to use this coupon as promised. But I cannot. I would like to be accommodated for another dissatisfied experience. I received a coupon that I will basically not be able use because **** shows online that the cars are sold out. I called customer to reserve it and they told me I had pay!!

  Business Response

  Date: 10/09/2025

  BBB #: ********
  Case: 70008754
  
  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 the coupon in question was redeemed on reservation 42980369US5, however, we show that you canceled this reservation through our website back on September 12th, 2025.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:09/11/2025

  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 vehicle from Avis at Jacksonville airport on the evening of Thursday Aug 21 and returned it on Sunday Aug 24th early afternoon to the same origin. The rental experience was pleasant and they took the time to inform me about things like extra insurance protection, extra driver, gas refill, and even an upgrade yet never once mentioned a cleaning fee. We had the car for 3 days for a graduation, 4 adults traveled together. The return process is simple, we filled the tank before returning to avoid the higher cost for them to fill it. We pulled up, the staff directs us to a line of cars being returned, instructed to leave the key in the ignition. We unloaded our belongings, and walked to the departing flights. Now we were in Florida, a sandy state although we did not visit any beaches as it rained the 3 days we were there. Once home I receive the email confirming the hold they put on my debit card has been returned, and I think to myself wow how easy and quick was that thinking I’ll use them again. Then on sept 10th I recieve a letter from Avis stating a cleaning fee of $450 is being automatically deducted from my debit card due to vehicle cleaning cost citing but not limited to animal hair, bio hazard, excessive garbage, excessive exterior dirt, excessive interior dirt/sand, paint, smoke smell, spills-stains-liquids, etc. which I can assure you was not the case, again we traveled as 4 Adults and no one smokes. I find this fee absurd and would like the claim reviewed. I am reaching out to the company today to dispute this claim. I look forward to hearing from you. Thank you

  Business Response

  Date: 10/15/2025

  BBB #: ********
  Case: 75756088
  
  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 the fee has been stopped on your rental. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:09/10/2025

  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.

  When I returned my rental vehicle to Avis in New York on 24.08.2025, I was falsely accused of stealing the car keys. The staff mocked me, demanded to check my belongings, and forced me to sit inside the car and attempt to start it. Although I received an apology, the treatment was humiliating and unacceptable.This incident lasted only a few minutes, but it was deeply humiliating and caused me unnecessary stress and emotional distress. While Avis later provided an apology, I do not consider this to be a sufficient resolution given the severity of the mistreatment.

  Business Response

  Date: 10/09/2025

  BBB #: 23866408
  Case: 75456223
  
  Dear Mr. **** **********,
  
  In regards to the aforementioned BBB complaint case, thank you for giving us the opportunity to address your concerns.
  
  Avis values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  We have reviewed your complaint and the notes from your case. We have reached out to the Operation Manager over this area to investigate this matter further. 
  
  When we have received a response from their office we will advise you accordingly. 
  
  We apologize for the inconvenience this has caused and we appreciate your patience during our investigation. 
  
  Sincerely,
  
  ABG ********************************************************

• Initial Complaint

  Date:09/10/2025

  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 June 13, 2025 I had a reservation for a rental car with AVIS at the Baltimore International Airport in the **** ******* County, Maryland with the following information:
  
  Reservation: ***********
  Rental Agreement: *********
  Car Make/Model: Full Sized Sedan (Toyota Camry)
  
  At checkout, I was given a different car, so I was puzzled because I did see a Toyota Camry (actually two) in lot at that time. Additionally, the counter person confirmed that this was available before I was given the paper to check out the car. On the way back to the counter, I encountered the person who checked out the car for me, but he appeared to be unfriendly and inappropriate. I brought this up to the people at the counter who told me that that car had been reserved for someone else. To that information, I asked how reservation was made so that I can do so next time. The counter responded that customers cannot reserve the car ahead of time, which was in conflict with what was previously said. I believe that I was treated differently. I believe so because someone on the line shared the same experience on top of the inappropriate comments earlier when I was walking back and asking for additionally information. I was eventually given a different type even though full-sized sedan and Camry specifically was available.
  
  On or around June 21, 2025 the car disappeared. Police Department of **** ******* later confirmed that the car was repossessed by AVIS. Being confused, I contacted AVIS because I did not receive any communication prior or after the repossession event to have reason for the repossession. I contacted the location and was confirmed about the repossession. However, none of the items in the car at the time of repossession was returned to me. I had valuables, belongings, prescriptions and work items in the car.
  
  On or around July 2, 2025, I was connected with a manager. They suggested to file a Lost and Found claim, which I did. I have been in contact but have not heard back.

  Business Response

  Date: 10/09/2025

  BBB #: 23865754
  Case:  73654137
  
  Dear Mr. **** **
  
  In regards to the aforementioned BBB complaint case, thank you for giving us the opportunity to address your concerns.
  
  Avis values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  We have reviewed your complaint and the notes from your case. We have reached out to the Operation Manager over this area to investigate this matter further. 
  
  When we have received a response from their office we will advise you accordingly. 
  
  We apologize for the inconvenience this has caused and we appreciate your patience during our investigation. 
  
  Sincerely,
  
  ABG ********************************************************

• Initial Complaint

  Date:09/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I, **** *******, rented a vehicle from AVIS on 8/27-9/2 in which I was billing 450$ for cleaning "extensive sand/dirt" from the interior. I was given a faulty and dirty car after waiting for an hour for a pre-scheduled appointment, but had to just accept it as I was on a tight schedule already. Now I'm being charged for the condition of the vehicle when in was provided to me in this manner. This is completely false and unacceptable.

  Business Response

  Date: 10/15/2025

  BBB #: ********
  Case: 75710167
  
  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 this is already resolved and the cleaning fee was stopped on your rental. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

  Customer Answer

  Date: 10/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:09/09/2025

  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.

  My recent experience renting a car with **** has been nothing short of a nightmare.First, upon arriving in ******, the car I had reserved was not available. Instead, I was given a defective replacement vehicle with multiple issues, putting both my safety and travel plans at risk. This was unacceptable, but I proceeded because I had little choice.Then, upon returning home, I discovered that I had been charged hundreds of dollars more than the quoted price. This is outright deceptive billing. And as if that werent bad enough, nearly two months later I began receiving threatening letters demanding payment of multiple 200 congestion and toll fees. These outrageous charges bear no resemblance to the minor toll costs I would expect, and I never agreed to such penalties.I have attemptedrepeatedlyto contact **** for clarification and resolution, yet my emails and messages have gone completely unanswered. This silence is not only unprofessional but borders on fraudulent avoidance of responsibility.I want to be absolutely clear: I did not sign the drop-off documents, and I explicitly crossed out sections of the rental agreement that I did not consent to. Any attempt to enforce those crossed-out terms is ********** this point, **** has left me no option but to demand immediate action: a full explanation of the fraudulent charges, reversal of all improper fees, and confirmation that no further fines will be pursued. If this is not resolved promptly, I will escalate through legal channels, consumer protection authorities, and public platforms to ensure this egregious conduct is exposed.This has been the single worst rental experience of my life, and unless corrected, it will be the last time I ever use *****

• Initial Complaint

  Date:09/09/2025

  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.

  On 9/8, I was charged a fraudulent cleaning fee of $450. I booked a 4-day car rental round trip to and from ******************** on 8/29 and returned on 9/1. The reservation number is U389279450. Before I returned the car, I cleaned out the trash, cleaned the car, and filled it up with gas. A week later, I was charged a $450 cleaning fee. They sent me photos showing dog hair and then an incident report of the dog hair with photos attached. Except in the report, the photos are purposefully blurry, they took photos of the same spots (I can see the identifying parts of the car in multiple photos), and they duplicated the report 5 times to make the photos seem longer. There are 5 photos of the exact same window and blurry odometer and 5 photos for each incident to make the report seem way longer. Duplicating the photos to make the report seem longer and excessive is extremely scammy behavior. It seems like theyre actively trying to beef up the report with duplicate info because they know this is an over charge. Upon research, it seems like this is a known scam where they will find any reason to charge a cleaning fee as online review sites, forums, all discuss having the same issue when you return the rental car. The $450 fee seems so egregious, and I tried to dispute it with customer service, but they were unhelpful. $450 is more than the entire cost of the car rental. **** seems to be scamming customers by charging large cleaning fees. We chose them because they had the best price for a rental, but then they seem to be making up the low initial cost by charging high fees upon return. 

  Business Response

  Date: 10/15/2025

  BBB #: ********
  Case: 75704449
  
  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 on the details provided and our internal review we have discounted the cleaning fee down to $125.00, this is a refund of $325.00. Please allow up to ******************************************************************* 0584.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:09/08/2025

  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.

  My recent rental experience with **** was incredibly frustrating due to poor customer service and a complete failure to honor a valid upgrade coupon.I picked up my car on Friday, September 5th, around 4:23 PM. My reservation included the *** code A737990 and a one-car-group upgrade coupon, UUWA036. When I inquired about the upgrade at the main counter, the agent acknowledged they had cars but directed me to the **** Preferred desk to process the ********* the Preferred desk, I was told that they could give me an upgrade, but I would be charged for itcompletely defeating the purpose of the coupon. When I questioned this, the agent unhelpfully told me to "do it from the app," but the app has no such functionality for applying an upgrade at pickup.I was passed between two different agents, only to be given incorrect information and ultimately denied the benefit I was promised with my reservation. What is the point of offering coupons if your staff are either untrained on how to apply them or unwilling to honor them? This experience has severely damaged my trust in ****.Rental Agreement: *********

  Business Response

  Date: 10/10/2025

  Budget Case: 76492945
  
  Regarding the aforementioned BBB complaint Case: 243852749
  
  We have reviewed your Complaint and the notes from your cases. We understand you were unable to take advantage of your upgrade coupon. Your feedback is kindly appreciated, and we thank you for the opportunity to assist you in this matter.
  
  To demonstrate our apologies for your inconvenience we have discounted 50% off your rental charges. A credit of $44.44 will post to the **** card ending in 1547 within 3-5 business days. 
  
  Sincerely,
  
  ABG Client Relations
  Escalation Team
  ***********************

• Initial Complaint

  Date:09/05/2025

  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.

  1. I called the corporate number provided and was told I needed to go to the local **** site to extend. Upon speaking to the gentleman there I was told he couldnt extend because its actually a budget rental which I was not aware since everything says ****. Furthermore he told me to call the pickup location for an extension. In calling that location they do not answer their phone its forwarded to the corporate customer service line. 2. I spoke to three different people the first ****** the call dropped but got him again, he transferred me to someone that advised they couldnt assist. The last call was made while still at the **** counter as the gentleman couldnt understand why none of the customer service staff would/could assist. 3. Long story short since I was past due on the rental because I couldnt speak with anyone there is nothing anyone could do for me. To take it a step further I believe the customer service agent was named *******, had the worse attitude and was extremely rude as well as combative. Implying the LACK of customer service received was 100% my fault, as if I could force your employees to assist me or provide specific information. When I asked to speak with a manager I was told I could not because there was not someone available. I asked a simple yes/no question of if there was management onsite or were they managing themselves as employees. His sarcastic response was I manage myself every day he made every effort to be combative and unprofessional. He didnt care that he was on speaker and could be heard not only by the local **** employees but others that were in ear shot of the counter.I never received my manager call back and the e-mail response back was useless but clarified that the ****** I spoke with that told me to call the local site lied, per the e-mail calling was useless in more ways than one. Obviously the poor service and nasty attitude are acceptable behavior for ****/Budget.

  Business Response

  Date: 09/25/2025

  BBB #: ********
  Case: 76125665
  
  Dear ******* Valley, 
  
  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