Business Profile

Auto Rentals and Leasing

Avis Rent A Car

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,973 total complaints in the last 3 years.
1,673 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:07/15/2025
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.
Rented a car with **** for trip to ******. After drop off on July 11, there have been two charges of ****** and ****** which when we called twice no one could explain why. They said it was international and didnt have the information. The car was paid in full in March. Cannot substantiate charges without a reason. This is unacceptable.
Business Response
Date: 07/16/2025
BBB #: ********
Case: 74224106

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 show that the charge of $326.27 is for accident repairs and the charge of $561.07 is the remaining cost of the rental which includes the accident repair.

We have contacted the Operations Manager to investigate the issues you raised further. When we receive a response from their office we will advise you of the resolution. We apologize for the inconvenience this has caused. We appreciate your patience during this process

Thank you for giving us this opportunity to be of assistance to you.

Sincerely,

ABG Client Relations Team
*****************
Initial Complaint
Date:07/15/2025
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 am writing to further elaborate on my recent rental experience with **** from July 12 through July 14, 2025, involving an electric ************* EBS 300. As stated earlier, locating accessible charging stations was a major challenge, as every available charger was situated in either inaccessible corporate properties or private apartment complexes, which greatly hindered my travel plans.Adding to this frustration, I found the **** agents to be insufficiently informative during the rental process. At no point did they ask whether I would like to opt for a toll pass, nor did they advise me that there was no option to pay cash for tolls along my route. This omission was significant: as a visitor unfamiliar with local tolling systems, this lack of communication left me unprepared and susceptible to unexpected charges and logistical complications.The combination of a poorly supported electric vehicle charging infrastructure and the inadequate customer service from **** agents resulted in a stressful and disappointing experience. I urge **** to improve the clarity and thoroughness of information provided to customers at the time of **********************, particularly regarding toll options and EV charging accessibility, to prevent others from facing similar difficulties in the future.
Business Response
Date: 07/16/2025
BBB #: ********
Case: 74235052

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

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

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

Unfortunately our counter agents are not required to offer any optional services as this can be added when reserving the vehicle.

Not all of our agents are from the area, which means they may not be familiar with the area to know where there are charging stations or toll roads. You can use your preferred search engine to locate charging stations that are in public areas.

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

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: 07/17/2025
[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:07/15/2025
Type:Customer Service 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.
billed multiple times and wrong charges, billed for fuel that was not their in the first place, nastiness of online customer service
Business Response
Date: 07/16/2025
BBB# ********
Avis case # 73737667
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 charges. A credit of $90.00 has been issued to your MasterCard 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
Customer Answer
Date: 07/16/2025
[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:07/12/2025
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.
A person that rented an **** vehicle crashed into my car. I have been trying to contact **** and opened a claim, and no one has contacted me. Meanwhile, my car was towed to a dealership and I am waiting for an adjuster so that I can get started on repairs.
Business Response
Date: 07/14/2025
BBB #: ********
Case: 74182834

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 the rental associated with this accident was unable to be located if you would kindly provide us the following information below, so we can investigate this matter further.

Renter's Name;
Exact Date/Year of Accident;
Copy of Police report;

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:07/10/2025
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.
Rented a car from **************** for one week. Rental was from 6/15/2025 to 6/22/2025. Rental was a *** sorento black with black interior. Occupants were myself and my 18 year old daughter. We used the car for the week to get groceries, go back in forth to the beach, drive to two neighboring islands along the Golf Coast two separate days. When car was returned it had a full tank of gas, no trash, nothing other than some sand that was tracked in from the beach. This was not an inordinate amount. I even acknowledged it when I dropped it off. Nothing was said, I was then billed $450 for vacuuming. I didnt know this at first but was informed by customer service when I called on 7-8-2025 after receiving a charge in my credit card. I asked if they clean cars in between uses and they said yes. So I followed up with if you already are sweeping out cars, why is it an issue? I was told because the car should be returned with no sand, from a beach location, in a city that sits in the beach itself (********). I expressed that the charge itself is egregious and they offered 20% off. After asking to speak to a supervisor they took the 20% off the table. The supervisor of course offered it back. She asked me to hold while she applied it and I hung up. I feel this is unreasonable and predatory behavior. I have disputed this with my ********** already and have an active claim through them.
Business Response
Date: 07/13/2025
**** Case: 74037733
Rental Agreement: U723430212
BBB Complaint ID: ********

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

Thank you for giving us the opportunity to address your concerns submitted through the Better Business Bureau.

We sincerely regret that your experience did not meet expectations and apologize for any inconvenience or frustration this situation may have caused.

After reviewing your case, we confirmed that you previously contacted our *************************** and that the matter was partially resolved. Specifically, the original $450 cleaning fee was reduced to $360 following a review of the return photos. Unfortunately, the condition of the vehicle upon return did not align with the condition in which it was rented. While we understand that you were traveling to a beach, the vehicle required additional cleaning beyond standard usage, which is why the cleaning charge was applied.

Additionally, you have since disputed the charge through your credit card provider. Once a dispute is filed, we are unable to take further action until the process is completed. This ensures there is no duplication of credits and that the matter is resolved through the appropriate financial channels.

We understand your frustration and appreciate your feedback. We hope to have the opportunity to restore your confidence in our service during a future rental.

Sincerely,

Response Coordinator
***********************
Initial Complaint
Date:07/08/2025
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 mom rented a vehicle from **** June 28th. We took a trip to *******. Since we were closer to a site I have to visit for my job we travelled to **************** in the rental. This city is 31/2 hours from where we were staying. Since the plan was for us to return to ****** that evening, we did not bring much with us. We headed back at 5:30 pm. The car overheated suddenly at about 5:45pm. We pulled over and contacted **** immediately. They arranged for someone to tow the rental and instructed us to go to an ************************* to pick up another vehicle. When my mom got there she was told they had no vehicle available. Corporate and the local owner argued since corporate stated they could see available vehicles. By this time it was around 7pm. My sister and I stayed with **** vehicle to ensure it was safely towed. When we got to the ************ location my mom stated they had nothing for her but that they would book a hotel. When she was directed to another for confirmation details, that agent hung up. She called customer service a fourth time with that agent stating the only thing she could do was a full refund that would not process until 3-5 days later. On our own dime, we took an **** to a nearby hotel. We were trapped for three days in a flood zone. The flash flooding that happened in ***** on the weekend of July 4th affected us directly related to ***** failures. No one could get to us for 48 hours. By the time a relative in ******* was able to come get us he still ran into flood waters off i-90. I did not have medication for 24 hours and suffered two petite seizures. We missed spending the fourth of July with our family. We were stranded alone in an airport and then hotel in a town we have never been to and were asked by a stranger for our credit cards. For **** to leave three women stranded in a flood zone on the 4th of July weekend is egregious and we were exposed to severe danger. We have documents to prove everything upon contact from ****.
Business Response
Date: 07/11/2025
BBB# ********
Case # 73901269
Your file referenced above has been brought to our attention.
We have reviewed your rental and notes from your case. We have contacted the Operations Manager to investigate the issues you raised further. When we have received a response from their office we will advise you of the resolution. We apologize for the anxiety this has caused. We appreciate your patience during this process.
Thank you for giving us the opportunity to be of assistance to you.
Sincerely,
Avis Response Coordinator
Customer Answer
Date: 07/19/2025

Complaint: 23571674

I am rejecting this response because: I have not heard from the business as to what the practical steps will be to resolve the situation.

Regards,

******* ******
Business Response
Date: 07/26/2025
BBB# ********
Case # 73901269
Thank you for your patience during our investigation.
We have received a response from our Operations Manager. Based upon the information you provided and the findings of our internal investigation, your rental charge has been voided. We apologize for the frustration 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.
Sincerely,
Avis Response Coordinator
Initial Complaint
Date:07/08/2025
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 car from **** first time. Everything started at ***** kiosk. I had poor customer service, long wait. I returned the car full and the car was checked when I returned by two people. And now I am being charged and in order to receive the extra 100 dollars charge I need to send an invoice. The invoice/ agreement number *********.
Business Response
Date: 07/09/2025
Avis Case: 74009812
Rental Agreement: U413406615
BBB Complaint ID: ********
Dear ****** *****,
Thank you for the opportunity to respond to your concerns regarding the above-referenced matter.

At *****************, we value your feedback and take all customer concerns seriously. We apologize for the inconvenience you experienced and appreciate your patience as we worked to resolve the issue.

Our records confirm that you contacted our **************** Team on July 8, 2025, and a refund for the fuel charge was processed to your original method of payment. Please allow 3 to 5 business days for the credit to appear in your account, depending on your financial institution.

We hope this resolution reflects our commitment to customer satisfaction. With this matter addressed, we will now proceed with closing our case file.

Should you have any further questions or require additional assistance, please do not hesitate to reach out.

Sincerely,
*****************
Response Coordinator
Initial Complaint
Date:07/07/2025
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.
By far the worst experience I’ve ever had with Avis rental car, and not sure that I’ll ever rent from them again. I arrived at Cleveland this past Saturday and had the worst experience at Avis rental in Cleveland. When picking up the car it took over an hour to pick it up due to I kept experiencing with my reservation, including getting several emails from Avis that my rental was correctly canceled due to my flight being one hour late but they still proceeded to charge me $95 extra which I received over four emails back to back stating the same thing. from there, I had to spend over an hour with the manager, getting that all fixed only to be left, receiving a filthy vehicle, by far the dirtiest vehicle I’ve ever received from Avis, unacceptable! I took pictures which I attached which showcase the condition I received the car in. I rented a luxury car expecting luxury, but instead I receded a dirty car. I even addressed with the staff, only to be told there’s a car shortage and to not even offer to clean it up. Again, this is unacceptable and want to make sure this gets addressed. It only lets me attach two photos but i took several, so please let me know how to provide. I even ended up cleaning the entire car on my own which I should never have to do when paying this kind of money.
Business Response
Date: 07/11/2025
BBB #: ********
Case: ********

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

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

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

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

We have used your feedback to create a report for the location management staff to address the cleaning team. Thank you for your very valuable feedback.

Please accept our sincerest apology and the discount coupon we have emailed to you under separate cover.

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
Avis Budget Group
Customer Answer
Date: 07/11/2025

Complaint: ********

I am rejecting this response because I have not received any email for a coupon or refund difference offer from Avis to help address the issue or solution they mentioned. I am not accepting Avis response until I receive any email from them addressing this since I still haven’t received anything from Avis. I see they mentioned emailing a coupon; however, I haven’t received anything and I’m wanting to know what Avis will do around either crediting or refunding part of what they charged me for the rental since I had to spend my own time and money cleaning the filthy car they gave me, and not giving me any other options. Please advise on when I should be hearing from Avis.

Regards,

***** ******
Business Response
Date: 07/26/2025
BBB ID: ********
Avis Case: ********

Dear *** *******
On behalf Avis Budget Group Inc. please accept this apology for the experiences not only with the Cleveland field operation, but also our customer service department. Reports such as yours enable us to evaluate areas of improvement.
Upon review of your customer service file we have made an adjustment to the rental charges in an effort to demonstrate our apologies. A monetary credit $150.00 has been submitted to ********** account number ending xxxx****. Allow three business days for the credit to post.
We understand this gesture does not fully make up for a disappointing experience such as yours, but we are confident that your next car rental hire will meet your satisfaction.

Sincerely,

Customer Resolution 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:07/06/2025
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.
- July 4th, 2025 - Car reservation was set for 10 AM. There was no car available when I arrived at 11:30. I was told that there would be cars in 45 minutes.- I waited for over 2 hours and there are still no cars available. The only one that was available was a car that had a tire missing half of its tire pressure (it was 12psi as opposed to the standard 30psi).- People are unable to cancel their reservations, despite having waited over 2 hours and no car in sight.- There are over 10 other parties that are waiting for their reservation as well.- ************ reviews show that this is clearly repeated behavior and there has been nothing done to correct this.
Business Response
Date: 07/09/2025
**** Case: 74053268
Rental Agreement: U326762741

Concerning the BBB, as mentioned above, complaint case#: ********, thank you for allowing us to address your concerns.

At *****************, any difficulties or problems a customer encounters concern us. Feedback such as yours enables us to target areas of improvement.

We apologize for any the excessive delay and the tire issue with the vehicle. We understand this was a major inconvenience.

To demonstrate our apologies, a monetary credit of $54.04 has been to **** account number ending ******** . Please allow three business days for the credit to post.

We understand you have choices for your car rental services. We trust your next car rental hire will remain trouble-free.

Sincerely,

*****************
Response Coordinator
Customer Answer
Date: 07/16/2025

Complaint: 23557262

I am rejecting this response because:
I have waited over a week and have not received the credit back that was mentioned in the original response. This is NOT okay.

Regards,

********* ****
Business Response
Date: 07/26/2025
BBB ID: ********
Avis Case: 74053268

Mr. ****,
Thank you for your follow up about the status of the monetary credit $54.04 The credit will post within three business days to the **** account.

Regards,
Customer Answer
Date: 08/17/2025
[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:07/04/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
1. I rented a car 6/22 - 24 to attend a funeral 2. I received a defective 3. I received replacement vehicle the next @ 5p. I missed business appointment. And couldn't use the car.I returned the vehicle on 6/24. However I was charged for 3 extra days.4. I contacted ***** payless numerous times. I was told I would get a fund refund fir the over charges and the rental because I couldn't use the vehicle I request full compensation of $ approximately $270.00
Business Response
Date: 07/05/2025
BBB ID: ********
Payless Case: 73603671

Dear *** ******,
Upon receipt of your communication a review of your customer service file was conducted. Today the remaining rental charge balance $268.04 has been submitted as monetary credit to **************** account number ending ********. Allow three business days for the credit to post.

Regards,

Customer Resolution Coordinator

Customer Answer
Date: 07/06/2025
[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,

**** ******

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Avis Rent A Car is NOT a BBB Accredited Business.