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

  1460 Route 22 Watchung, NJ 07060

• 

  Avis Rent A Car

  299 Godfrey Blvd Bangor, ME 04401

• 

  Avis Rent A Car

  55 Ariadne Rd Dedham, MA 02026

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  Avis Rent A Car

  1200 Airport Dr. South Burlington, VT 05403

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:07/17/2025

  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:

  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 14th I returned my rental car to an alternate location. I reached out 3 times to confirm any additional fees and was told there would be a $140 fee to make this change. When I got my bill I noticed they added a $500 fee on top of the $140 for extending the rental. I was never told about this fee and informed them had I known I would not have accepted those terms. They refused to remove the $500 drop off fee as they said it is a normal one. My flight was cancelled and I dropped the car off in ************** instead of ********.

  Business Response

  Date: 07/24/2025

  BBB #: ********
  Case: 74217039
   
  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 an offer for 50% was offered again and accepted. There was a refund made on 7/24/25 in the amount of $335.75. We take complaint resolution seriously and therefore we have thoroughly reviewed your concerns. We have carefully read and listened to your concerns, and based our response on experience and the facts at hand. As such, we are not able to provide any further compensation.
  
  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: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 
  *****************

• 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:

  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: *********. I am a longtime user of **** ********************** because I travel for work. Today I picked up a rental from the ****************** and about 20 minutes into my drive but the air conditioner was not working. Its about 90 outside and I was already 45 minutes away fromthe airport once I finally got a hold of a human being at ****. Their suggestion was to turn around and take this car back to the ********** **** location, but I told them that I cant afford to waste two more hours and they said please just find a different location then so I searched for **** locations on my route I have tried calling and a location in *********, *********, **********, and ******** to no avail. I either get an automated response system or the number is invalid. I suppose Ill just go the rest of my four hour trip without air-conditioning in this car since no one seems to be available to help. Ialso will be booking exclusively with national car rental from now on and if they dont have any cars available, then I just wont go on the trip because Id rather be in trouble at work then have to go through another car rental with **** ever again.

  Business Response

  Date: 07/16/2025

  **** Case: 74220900
  Rental Agreement: U358342095
  BBB Complaint ID: ********
  
  Thank you for contacting the Better Business Bureau and for bringing this matter to our attention. We sincerely apologize that the vehicle you received had air conditioning issues.
  
  We understand that youve made several attempts to exchange the vehicle by reaching out to multiple locations, but unfortunately, you've been unable to get through to anyone. We recognize how challenging this has been, especially as you're traveling for business and unable to visit various locations in person.
  
  Your records indicate that your rental is due back on the 17th. If you havent already, you may also consider contacting our 24/7 Roadside Assistance line, which may have been able to assist with an exchange.
  
  Given that your return is scheduled for tomorrow, we would like to offer a discount on your rental as a gesture of goodwill for the inconvenience caused. Please let us know if this resolution is acceptable.
  
  Additionally, we will be notifying the local operations manager to ensure that this vehicle is properly serviced before being rented again. We understand how frustrating this situation has beenparticularly in extreme temperaturesand we sincerely apologize.
  
  We appreciate your patience and look forward to resolving this matter to your satisfaction.
  
  Sincerely,
  
  *****************
  Response Coordinator

• Initial Complaint

  Date:07/15/2025

  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 June 30, 2025, my wife and I rented a ******* Navigator from the **** location at ***************. We had pre-paid in advance and deliberately declined any insurance coverage, knowing our personal auto policy already provides full protection. During the rental process, the representative, *******, asked if we wanted to purchase additional insurance. We verbally declined all options. ******* acknowledged our decision, and my wife proceeded to sign the rental agreement. Since we had prepaid for the rental without selecting insurance, we did not realize at the time that insurance coverage had been added. Additionally, ******* did not verbally review the charges with us, and the rental documents provided were unclear. The paperwork did not clearly itemize or highlight the inclusion of LDW (Loss Damage Waiver) or *** *********** ********************* It appeared to show only the base rental charges. When we arrived to pick up the vehicle, we were informed that the originally assigned ******* Navigator was missing. We were issued a different vehicle. We then left for our vacation without noticing that the second receipt included *** and *** chargescoverage we had explicitly declined. Unfortunately, we no longer have a copy of the original receipt from the first transaction. Upon returning from our trip, we discovered that our credit card had been charged $99.00 per day for LDW and $11.69 per day for ***, totaling $1,614. We contacted **** customer service on July 14, 2025, and were provided with a copy of the original rental agreement. However, the signature on that document does not appear to match my wifes, raising serious concerns about how the *** and *** were added without her consent. We then spoke with a supervisor named ******* (who initially identified himself as *****). He offered to refund 50% of the *** charges if we accepted the offer immediately. When we requested to escalate the matter, he stated that the 50% offer would no longer be available.

  Business Response

  Date: 07/16/2025

  BBB# ********

  Avis case #  74212976

  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 refunded the coverage charges billed on your rental.  The credit issued to your MasterCard will post to the account within 5-7 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:07/15/2025

  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,
  
  ***** *******