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

  15 Transportation Way Boston, MA 02128

• 

  Avis Rent A Car

  162 Boardman St East Boston, MA 02128

• 

  Avis Rent A Car

  1988 Washington St Hanover, MA 02339

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:08/25/2025

  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 from Avis car rental August 9 and returned August ******* deposit was ****** and should have been placed back on my Mastercard upon the car rental return which was August 10th.I have not received my deposit from **** and based on the representative from Mastercard it doesnt show **** have returned my deposit as of August 22.I have contacted them numerous times regarding my deposit and they have not returned my deposit.

  Business Response

  Date: 09/03/2025

  **** Case: 75013547
  
  
  Thank you for allowing us to address your concerns regarding the BBB complaint case#******** .
  
  
  **** 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. Based upon the findings of our internal investigation our records revealed that an authorization hold in the amount of $204 was held on reserve on August 09, 2025. 
  
  
  At the time the final rental charges was processed on August 10, 2025 the pending merchant hold amount was replaced with the final charge amount and the amount of $182 of the pending merchant hold was reversed back to your account. 
  
  
  Therefore if your account only has a charge from **** for the rental charges and there are no more transactions before that, it means that the hold has already been released. If you have any further questions are concerns regarding the release of merchant holds; please contact your credit card company. 
  
  
  Sincerely, 
  
  
  ABG Client Relations Team
  Escalation Team
  ***********************

• Initial Complaint

  Date:08/25/2025

  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 have rented a minivan from *********************** from April 7th to April 11th, confirmation number is 27136259-US-3, Rental Agreement number is *********. After returning the car, I was charged a cleaning fee of $125. When I returned the vehicle, it was in the same condition as when I picked it up. The interior and the exterior showed only normal use consistent with a short rental period. Therefore, I request a refund of this charge. 

  Business Response

  Date: 09/06/2025

  BBB# ********

  Avis case # 72285205

  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 cleaning fee billed on your rental.  The credit of $125.00 has been issued to the card linked with your rental.  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:08/25/2025

  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.

  7/5/2024 /****** **** rented us a car that almost took our lives as the vehicle was not properly inspected and we experienced Jeep Death Wobble. Which we have now learned is violent rapid side to side shaking of the front end of Jeep occurring at speeds of ***** mph that can only be stopped by bringing the vehicle to a complete stop. The primary cause is worn, loose, or damaged components.... (On the first day we rented the car, we experienced the violent shaking it was scary, but we didnt understand it and went on our way. On the last day of our rental (I say that because **** is using the as an excuse not to compensate us) we were on the freeway, and the car went into the **** DEATH WOBBLE. My husband could not get control of the car, and we almost crashed. My young son was in the car. We were able pull over on the freeway and call roadside and car was towed. This is a known problem with Jeep. We are asking for a full refund for being rented a dangerous vehicle that almost cost our lives. The customer service at **** was even more infuriating. Ive spent HOURS trying to explain the issue. Every agent says I'm sorry we can only refund half or I'm sorry you had used the vehicle until it was towed then I spoke to an **** representative who said YOU WILL BE REFUNDED THE FULL ****** but please call back in to make sure it happens?! It never happened. I get a bill today from **** for 200?!! Im now on the phone with an ****** Name is **** - work ID ****** and we are 50 minutes into the call. The lady says she can't help after wasting an hour of my time ... finally I get to a supervisor - ****** #****** -- who says. "If you knew the car was dangerous on day 1, why did you keep driving it"... I told her we didn't understand what that was ... because with this Jeep Wobble it can activate and then work fine again. It was the SECOND time on the last day when it went to Jeep Death Wobble even more aggressively and we were scared for our lives and called emergency.   

  Business Response

  Date: 09/03/2025

  BBB #: ********
  Case: 73738433
  
  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 our **************** Team has refunded $186.16 off your rental which was half off the base rate. While we understand you have requested a full refund this request has been denied. As we were not contacted about any issues with the vehicle until the last day of your rental we do feel that the credit issued is a fair and reasonable credit and no other credits are warranted. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

  Customer Answer

  Date: 09/08/2025

  
  Complaint: 23794463
  
  I am rejecting this response because:
  
  Avis rented me a vehicle that was properly inspected and had a mechinical defect called : "Jeep Death Wobble." The timing of when we called the emergency line is irrelevant. 

  The Jeep death wobble is a mechanical defect in your Jeep vehicle. The death wobble is caused by loose, damaged, or misaligned parts in your Jeeps suspension or steering system. Due to the mechanical defect in your car, the parts can shake loudly or violently when you travel at high rates of speed or on rough terrain. In some situations, this can cause even an experienced all-terrain driver to lose control of their Jeep.

  If you feel the wild vibrating of a death wobble in your Jeep, any of the following parts may be defective, including:
  Tire pressure sensors,
  Spark plugs,
  Alignment, especially if your Jeep has been lifted or lowered,
  Track bar,
  Tire rod,
  Ball joints, 
  Steering stabilizer,
  Control arm, and
  Wheel bearings and steering box.
  
  Regards,
  
  ******** *******

  Business Response

  Date: 10/06/2025

  BBB #: 23794463
  Case: ********
  
  Dear ******* *******, 
  
  Thank you for your reply, we do apologize for any frustration that this has caused you.
  
  While we understand you do not agree with our findings, we do find that credit issued is a fair and reasonable credit. We have noted your additional comments under case ******** and have closed your case. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

  Customer Answer

  Date: 10/06/2025

  
  Complaint: 23794463
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ********  

• Initial Complaint

  Date:08/25/2025

  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 wife and I rental a car from **** for our Newfoundland trip on July 27th - June 13th. We had a few complication with our flight and could not get ahold of the rental off. They never answered the phone. We did end up making it at 2:25 am, just before the office closed.Once we got to the car we could see that it felt very rundown. After starting the car, the "Requires Maintenance" light was on. We discovered later that this meant the Cruise Control did not work. The front tire also looked low, but I wasn't sure. It was slowing loosing air and we did have to track down a garage to add air to the tire half way through our trip. My complaint is the over all quality of the vehicle. When renting a car there is an expectation that you get a good vehicle. By the end of our trip there was also a crack in the windshield, which we had to pay for the repairs. Due to the lack of cruise control and leaking tire, I asked for compensation. Not having cruise control was a big deal, as we did a lot of driving to explore the Island on our trip.**** agreed, and said they give us 2 days worth of a refund, but only gave us $83.70. This is not 2 days worth. We paid: $1616.09 (including the first day I was not able to change), plus an additional $679.59 for windshield repair. I don't feel the 83 bucks was fair compensation.Dates: June 27th - July 13th Locations: **** at **********, ** Confirmation: #********US2 **** Complaint Ticket Number A9200C53 I feel 25% off my rental charge is fair, and asking for a $400 refund.

  Business Response

  Date: 09/03/2025

  **** Case: 75235466
  Reservation: 13192566US2
  Rental Agreement: U952640850
  BBB complaint: 23795546
  
  Dear Mr. ****************** appreciate you reaching out us regarding your feedback that we received pertaining to rental. I am incredibly sorry for the experience you had and the condition of the vehicle that you received. We are following up aggressively with the senior management for the location to address the issues that you outlined in your complaint. 
  

  We take great pride in supplying its customers with mechanically sound and well-maintained vehicle. When our rental locations do not keep the rental vehicles properly maintain, we then forward our customer's comments directly to the Operations Manager that is responsible for the area, and appropriate actions will be taken to prevent any recurrences.
  
  Therefore, to demonstrate our apologies for the inconvenience you were caused. We processed a two day adjustment off your rental charges, which we believe represents a reasonable resolution to this matter. 
  
  I appreciate you taking the time to let me know about your most recent rental experience. Please be assured that we take matters of this nature seriously and we are committed to continually improve our service and look forward to having you use **** in the future and having a much -improved experience.
  
  
  If there is anything further, we can do to assist, please do not hesitate to reach out to us.
  
  
  Sincerely,
  
  ABG Client Relations
  Escalation Team
  ***********************

• Initial Complaint

  Date:08/25/2025

  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 August 14, 2025, I rented a vehicle from **** (Rental Agreement #*********). Immediately upon pickup, the car had a strong and pervasive cigarette odor. I documented this issue that same day so it would not be attributed to me. Due to schedule constraints, I was unable to exchange the vehicle, but I was forced to complete my rental in a car that was unfit for use from the start.On August 19, I followed up regarding a promised refund and was told my case (#********) had been escalated, and I should expect an update within 48 hours. When I called again on August 22, I was told ****s systems were down and that I would need to call back in another 46 hours, which was not feasible with my schedule. Despite these repeated attempts, I have not received a single follow-up or resolution.**** advertises and enforces a 100% smoke-free fleet. Their own terms allow them to charge customers for smoke odor, so providing me a vehicle already permeated with smoke is a clear failure to meet their stated standards of cleanliness and suitability.The total rental charge was $306.31. Given the breach of rental quality, the health and comfort concerns, and the ongoing inconvenience of repeated follow-ups without resolution, I am requesting a full refund. I have acted in good faith, documented the issue immediately, and followed up multiple times. **** has failed to resolve this matter directly, so I am escalating through the BBB to seek immediate resolution.

  Business Response

  Date: 09/03/2025

  BBB ID:23792979

  **** Case: 75038341

   

  Dear **** ******, 

  At **** Budget Car Rental ********** we are disappointed to learn whenever a customer has found some aspect of their ********************** experience unsatisfactory. Reports such as yours enable us to target areas of improvement. 

  We take pride in providing  a clean well maintained vehicle. On behalf of the organization, please accept this apology for the described condition of the vehicle. Furthermore, we apologize for any failure to communicate in a timely fashion about the status of your file. We have documented reports on this matter to have corrective actions taken to prevent a recurrence. 

  Upon receipt of the communication a review of the charge assessed was conducted. Our records indicate several monetary credits have been processed on **************** account number ending ********: 

  $30.32 = August 25th 

  $59.42 = August 25th 

  $85.42 = August 25th 

   

  Although the smell/odor condition of the vehicle did not meet our standards. We deem the aforementioned credits fair and reasonable adjustments for the experience therefore; no further credit is approved. 

  We appreciate your taking the time to apprise us of the experience. We trust your next car rental hire will meet your satisfaction. 

   

   

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

   

  Customer Answer

  Date: 09/03/2025

  
  Complaint: 23792979
  
  I must respectfully reject ****s response. While **** has acknowledged that the vehicle did not meet their own standards of cleanliness (due to pervasive cigarette odor), the partial refund of $175.16 does not resolve the matter.
  
  The rental charge was $306.31, and I was forced to complete my rental in a car that was unfit for use from the start. **** advertises and enforces a 100% smoke-free fleet policy, and the vehicle provided was in clear violation of this standard. This was not a minor inconvenienceit was a breach of service quality that made the rental unusable as promised.
  
  I documented the issue immediately upon pickup (Case #********) and followed up multiple times without timely resolution. **** ultimately acknowledged the problem and offered only a partial refund, but anything less than a full refund is unacceptable given that the service was defective from the outset.
  
  Therefore, I request that the BBB keep this complaint open and marked as unresolved, unless **** issues a full refund of $306.31.
  
  Sincerely,
  **** Whalen 

  Business Response

  Date: 10/13/2025

  BBB ID:23792979
  Avis Case: ********
  
  Dear **** ******, 
  
  Thank you for your reply, we do apologize for any frustration that this has caused you.
  
  While we understand that you have requested a full refund this request was denied. Our review found that you did use the vehicle for the requested time frame and more than 200 miles were driven. Based on this we do feel that the rental did have value and therefore we would not issue a full refund. We do believe the refund issued is a fair and reasonable adjustment. 
  
  We have noted your additional comments under case ******** and apologized we do not have a more favorable reply.
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:08/25/2025

  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.

  Manager ***** ****** was smelling like marijuana and under the influence on August 16 th 2025 when I met with him at ***************. Was very unprofessional and I felt very uncomfortable in that situation.

  Business Response

  Date: 09/03/2025

  BBB #: 23792518
  Case: 75555266
  
  Thank you for taking time to contact us regarding your experience with AvisBudget. Reports such as yours are most appreciated, since they help us target and correct areas of service which might be improved.
   
  Any difficulties or problems encountered by a customer are a concern to us, and we apologize most sincerely for any inconvenience you may have been caused. Please be assured that your experience was not typical of our usual high standards, and that the responsible manager has been contacted to prevent any recurrence.
   
  Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your 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 allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:08/23/2025

  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 vehicle from **** ,told me if I paid with a credit card there will be no deposit. when I got there to pick it up they charge me $250 deposit I told him I had a disability I had bad leg ,refused to drop me off three blocks with my vehicle the attendant, put keys on the counter and told me it was a gray car didnt bother going out and show me the car and check for any damages or make sure everything ok,there was a little damage on the door and I had to go back in and show him, After I left, I noticed the car wasnt real clean ,there was cat hair on center console and on the seat, When I went to fill the car up and noticed it didnt even have floor mats in it, I took the car home prepared for my trip. The car was fine besides that I dont work ,i stayed on paved roads. no one else came with me or any animals when I got back and turn the car in early I asked the girl if she needed to go out and look at it and make sure everything was fine with it ,she said no ,I told her the car was for just filled it up ,she told me Ill be getting my deposit back in 2/3 days, I found out from my bank. They took $250 out of my account so I called **** , they told me they charge me a $250 cleaning fee. The lady didnt even bother looking at the car. If there was a problem with the little dust or dirt couldve cleaned it myself I brought it back to them, The car was brought back cleaner than when I got it. I actually vacuumed out the cat hair that was in it because it makes me sneeze. Im allergic to cat hair. Very disappointing. Its Companys making a scam to collect more money., *** rented from this company for years and never had any problems. I dont know whats going on, but I better get fixed. and further make this worse, I found out from **** they do have a disability program and they drive you back to your car, and just refuse to, Ill be filing a complaint with the Americans with disabilities too

  Business Response

  Date: 09/02/2025

  **** Case: 75254676
  Rental: U413084851
  
  
  Regarding the aforementioned BBB complaint 23788310
  
  
  We appreciate you bringing this billing discrepancy to our attention. We understand the importance of resolving billing issues promptly, and we apologize for any inconvenience this matter has caused you. 
  
  
  Based on the finding of our internal investigation, we have processed a refund for the cleaning fee charge billed to your rental. A credit of $275.00  will post to the **** card ending in 8232 within 3-5 business days. 
  
  
  Please accept our apologies for any inconvenience this matter has caused. 
  
  
  Sincerely,
  
  
  ABG Client Relations 
  Escalation Team
  ***********************

• Initial Complaint

  Date:08/23/2025

  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 **** (Reservation #********US1, 07/0707/26/2025) in ****** and faced severe service failures, mechanical issues, and unauthorized charges, leaving me without reliable transportation for 6+ days of a 19-day rental period.1. First Breakdown (07/1607/17): The initial vehicle had sporadic engine and maintenance alerts from July 7, becoming permanent by July 16, with GPS failure and weak, faulty brakes that skidded on highways (7080 mph). In unfamiliar mountain terrain with poor cell service, I drove slowly for safety. Both I and roadside assistance called local branches all dayno one answered. A tow truck arrived after significant delays, taking me to ************* (2.5 hours away, no AC), but **** failed to coordinate timely transportation, forcing me to arrange it myself.2. Second Breakdown (07/2107/22): The replacement vehicle broke down with dashboard alerts and mechanical noise. The first tow truck did not arrive. A second tow truck near PDX required me to unload luggage in a parking lotan unsafe demand. ****'s **** voucher was impractical for heavy luggage. I secured transportation to *** myself at additional expense.3. Third Vehicle (07/2207/26): The third vehicle had a malfunctioning navigation system, faulty USB portscritical for mountain terrainand subpar AC inadequate for extreme heat. I returned it to PDX myself due to unreliability.4. Unauthorized Charges: **** added fuel and drop-off fees for returning vehicles to *****/PDX, necessary only because local branches were unresponsive. I never signed or consented to these charges, applied after the rental period.5. Retaliatory Glass Damage Fee: After disputing the $1,377.66 rental charges, **** added a $599 glass damage fee (August 16, 2025) with no notification at drop-off and unverified photos lacking timestamps.I seek a full refund of $1,976.66 due to ****'s failure to provide safe, reliable transportation and unauthorized billing practices.

  Business Response

  Date: 09/02/2025

  BBB #: ********
  Case: 74271753
  
  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 are incredibly sorry for the experience you had and the stated condition of the vehicle(s) that you received. Although we realize that we cannot make up for a disappointing experience such as this, we have made the following adjustments on your rental. We have adjusted the fuel charge down to the prepaid rate of $3.93 per gallon vs the standard rate of $9.99, this was a refund of $153.08. We have also discounted 2 days off the rental for the problems and split the one way fee as the vehicle was not returned to the agreed location, this was an additional refund of $65.76 and $62.50. While we understand you had requested a full refund this request has been denied, you were provided a replacement vehicle and you were able to completed you rental, using more than 4000 miles between all vehicles. Based on this we do feel the rental did have value and therefore would not offer you a full refund. 
  
  We show the glass damage is from the original vehicle and the rental counter has provided pictures of both the damage and the odometer to support that the damages were associated with your rental. As you did not have our Loss Damage Waiver (LDW) to protect you against damage charges on the rental we do find this charge to be valid. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• Initial Complaint

  Date:08/23/2025

  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.

  Im a uber driver I rent cars from **** since June 2025 on a week to week basis. I was given a couple via email by **** so I presented it to the veteran counter *** *******. He decided to close the contract and start a new one. He had to make a mistake because instead of him taking the money off of the account that was on hold the money came right out of my account along with my normal hold. Originally $221 dollars was supposed to be taken from the payment of ****** from the contract was closed. It was ****** on hold already. Instead of been taken from the hold it was taken from my account plus the ****** that I usually extend my contract with and it put my account in the negative. He had to make a mistake.

  Business Response

  Date: 09/02/2025

  BBB# ********

  Avis case #  75262401

  Your file referenced above has been brought to our attention.
  

  We  have reviewed your rental and notes from your case.  By way of explanation authorization holds placed on our clients debit or credit card are released electronically when the contract is closed.  W apologize that the hold placed on your cars was not in line with previous **** contracts.  If the hold is still   pending we can contact your bank to have it released  manually.  We would need the name of your bank and their fax number to begin this process.  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  

  Customer Answer

  Date: 09/03/2025

  [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.
  My bank is STATE EMPLOYEE CREDIT UNION or **** fax number ************
  Regards,
  
  *********** ******

• Initial Complaint

  Date:08/23/2025

  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 booked a reservation *********** for a van on May 28, 2025 for a pickup at the Fairfield location on July 18, 2025 at 6pm and a drop off at *** airport for July 26, 2025 at 6pm. We were on the way to pick up the car and we’re halfway there when we got a call stating they didn’t have a van and to go to the airport (***) to pick one up from there. So we turned around and went to the airport. I went up to the floor and was told they didn’t have any and it’s first come first serve and they didn’t hold any cars back for reservations and to come back the next morning first thing to get one. They also told me to call customer service and get a new reservation and some form of compensation since I had used points for the reservation that I had been saving up for. I called customer service and I was on hold and was hung up on by 3 different people before finally talking to someone longer than 2 minutes. I had a new reservation and went first thing in the morning. They made the reservation (*********** )the same as I had before with a different car (which I was told that’s okay and they noted it should really be a van) to keep my pricing but told me to still go to *** instead of Fairfield. So I did. I went back up stairs and the lady who “greeted me” started with “ma’am I told you already I cannot help you and you need to leave.” To which I told her I have never talked to her before and she realized I was someone else and continued being rude and I asked if we could just have the expedition that was right next to me and she said it was reserved for someone later (which I was told the day prior they don’t do that). I talked to several people, was hung up on by 3 people who transferred me incorrectly before being told vans were recalled and I went home. I was told I could get 1 day of compensation. Mind you we were supposed to leave for vacation that day. We ended up leaving way late, unhappy, squished in a car that was way too small, lied to several times, and very angry.

  Business Response

  Date: 09/25/2025

  BBB #: ********
  Case: 74310222
   
  Dear ******* ******, 
   
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Avis values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Based upon the information you provided and the findings of our internal investigation, we show that you have been issued 2 different coupons for this inconveniences, one for 2 days and one for 1 day. 
  
  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.
  
  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,
  
  ABG Client Relations Team 
  *****************