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.
1,668 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: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:07/14/2025
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.
June 26th - June 29th Car Rental I was quoted for $255.65. I then added an unlimited E-Toll and it bumped my total up to ******. After returning the vehicle my E-toll was removed and I was charged instead for an unlimited gas pass when I returned the car full. This has caused me to double pay for gas and then also be charged for the full price of the E-Tolls as well. I have documentation on the photos stating that I did not select the gas as well. Totally scammed.
Business Response
Date: 07/15/2025
BBB# ********
Avis case # 74209552
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 fuel charge billed on your rental. A credit of $83.69 has been issued to your American Express account. The credit 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:07/14/2025
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.
Im writing to formally express my disappointment and concern regarding the service I received at the **** desk at *********** on June 12, 2025, between approximately 7:30 PM and 11:00 PM.I originally had a reservation with Budget, but upon arrival, I was directed to the **** counter because Budget had closed. Unfortunately, the experience at the **** desk was unacceptable. The male employee on duty was visibly irritable, impatient, and unprofessional, especially considering I had just completed a 12+ hour shift and was relying on a smooth and courteous rental process.Over the course of several hours, I was required to switch vehicles four times two of which had active maintenance lights, which should never have been offered to a customer. This is not only poor practice but a major liability and safety risk. Despite these serious issues, the employee was dismissive, ******* due to the end of his shift, and visibly annoyed when I needed to extend my reservation or change cars again due to the condition of the vehicles provided.Despite my clear request for a full-size vehicle, I was given a mid-size car, which I had to return the next morning when yet another maintenance light appeared. Although there were clearly other vehicles available, I was told there was only one comparable option again, inaccurate and unaccommodating. At that point, I canceled the entire reservation.This employees behavior broke multiple service protocols and demonstrated a complete lack of hospitality, professionalism, and care for customer safety and satisfaction. While I did not get his name due to exhaustion and the late hour, I urge you to review camera footage and staffing records for the **** desk. People working in customer service, especially in the hospitality and travel industries, should be held to a standard of care and professionalism. What I experienced was the opposite.Please advise on what follow-up actions will be taken regarding this issue.
Business Response
Date: 07/15/2025
BBB #: ********
Case: 74213060

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

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

Budget 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 issued a full refund back on your rental. Please note that this refund will post in 2 parts as $91.85 and $41.99 to total the full prepayment of $133.84. 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 allowing us to assist you.

Sincerely,

*****************
Client Relations Team
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:07/09/2025
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.
Company: Avis Rent A Car Rental Agreement #: ********* Customer Name: Fedor Artemev Pickup Location: *************** Phone: ***************** Date of Rental: July 7, 2025 Incident Date: July 8, 2025 ?I am filing this complaint due to a serious safety issue, unacceptable customer service, and emotional distress caused by Avis Rent A Car.On July 7, I rented a vehicle from **** at ***************. The next day, the car displayed a critical dashboard warning:Engine Oil Low 0 miles.This is a major mechanical failure. A rental car should never be given to a customer with dangerously low or no engine oil. I contacted **** Roadside Assistance immediately.What followed was even more disturbing:The representative told me to drive two hours back to *******, despite knowing that the car had no oil and posed a risk of engine failure.When I expressed concern for our safety, she suggested we take an **** ********** took almost an hour of stress and argument before she finally agreed to dispatch a replacement vehicle.Adding to this, my wife had recently suffered a miscarriage, and we had taken this trip to recover emotionally. Instead, we were met with avoidable danger, careless treatment, and zero empathy from **** representatives.?Resolution Requested:1.A formal apology from ****;2.Full reimbursement for related costs (****, delays, etc.);3.Assurance that the incident will be investigated;******** of safety and maintenance procedures at the ******* location;5.Internal disciplinary review of the employee(s) involved.?I am deeply disappointed and concerned. This was a failure in basic responsibility, safety, and customer care. I hope the ******************** will help ensure that **** addresses this situation appropriately and that future customers are not exposed to similar risks.Sincerely,Fedor Artemev
Business Response
Date: 07/12/2025
**** Case: 70059729
Rental Agreement: U726954174
BBB Complaint ID: ********

Dear Fedor Artemev,

Thank you for contacting ***************** and for bringing your recent experience to our attention.

We sincerely apologize for the inconvenience you experienced, particularly the significant mechanical issues and related concerns. Please know that this is not the level of service we strive to provide, and we regret that your rental did not meet expectations.

At this time, our records indicate that your rental agreement is still active and is scheduled to close on July 16. As such, we are unable to finalize any compensation or adjustments until the vehicle is returned and the contract has been completed.

Once your rental is closed, we encourage you to contact our **************** team at ************ to further discuss possible compensation. We are committed to resolving this matter fairly.

In the meantime, your concerns have been forwarded to the Operations Manager at the *************** location to ensure the matter is reviewed and addressed appropriately. Steps will be taken to reinforce training and improve service to help prevent similar experiences in the future.

We truly appreciate your patience and understanding and look forward to assisting you once your rental is complete.

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.
While traveling in *******, I rented a car from ********************* for June 1920. Rental agreement number: *********. The car was rented at the office in ********. I paid 128 for the rental plus a 250 deposit.During the rental, on the highway, the rear right tire blew out while my family and I were driving to ******** through ************. The tire was completely beyond repair, and there was no spare wheel in the car only a repair kit. It was 8 PM, dark and cold, and the children were scared. I tried calling Budgets emergency numbers for over an hour without success. Eventually, a tow truck driver helped us.When I finally managed to reach Budget support, I was told to go to the ************* at the ******************** to get a replacement car. The tow truck driver coordinated with the company and agreed to take the car and us to the airport. However, when we arrived, there were no employees, and the office was closed. We tried calling Budget again, but no one answered. We waited until 2 AM without any assistance, left the keys as instructed, and took a taxi to *********Budget put us at risk, failed to provide the necessary support, and I still have not received my deposit back. I officially contacted Budget requesting reimbursement for the rental cost, tolls, fuel, taxi, hotel, and phone expenses. Despite my repeated attempts to resolve the situation, Budget has only responded with generic letters and agreed to refund only the rental cost. However, neither this amount nor the deposit has been returned to me. Moreover, on July 7, 2025, Budget unlawfully charged $463.76 from my account without my authorization.I kindly ask for your assistance in resolving this matter.
Business Response
Date: 07/11/2025
BBB #: ********
Case: 73554169

Dear ANDRAS BILKEI,

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

Budget values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
We are disappointed to learn whenever a customer has found some aspect of their ********************** experience unsatisfactory. Feedback such as yours enable us to target areas of improvement.
On behalf of the organization, please accept this apology for the inconvenience experienced and we have sent a report with your comments to the locations Management and Staff.
Our records show you required a tow and you did not have tow coverage on your contract. The newer vehicles do not come from the manufaturer with a spare tire, just the tire kit provided.
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 Budget customers expect and deserve.
We would like to offer you a free day on your next rental, please visit ************** and create a ********* account so we can assign your voucher.
Thank you for allowing us to assist you.

Sincerely,

*****************
Customer Advocacy Response Coordinator
Customer Answer
Date: 07/14/2025

Complaint: 23569068

I am rejecting this response because:
You did not provide me with services of proper quality.
And most importantly: you put at risk the life, health, and safety of my family by leaving us without assistance on the highway at night. Assistance was provided by strangers.
It was impossible to reach you in this emergency situation. When we finally managed to get through, you misled and deceived us by instructing us to go to one of your offices to exchange the vehicle. Upon our arrival, the office was closed, no one was expecting us, and no replacement vehicle was provided. We spent two hours trying to reach you again, but it was useless. Given the situation, we were forced to use a taxi, which cost us $312.
We repeatedly contacted you regarding the situation and requested compensation for the expenses. At first, you promised to refund 30% of the service cost, then you agreed to refund $107 for the provided services.
I have not received a single cent; the deposit of 250 has not yet been returned.
Moreover, on July 7 you unlawfully, without my consent, debited ****** from my bank account.
In view of the above, I request the following:
Refund the amount of 128 for the improperly provided services (which includes car rental, additional driver, and the cost of a full tank of fuel).
Return the unlawfully withheld deposit of 250.
Compensate the taxi expenses in the amount of $312.
Refund the amount of ******, which was unlawfully debited from my bank account.
Pay compensation for moral damages.

Regards,

Andras Bilkei
Business Response
Date: 07/26/2025

Thank you for your reply.

Upon reviewing the details of your complaint our records show that a chargeback in the amount of $526.49 was initiated and received on July 24, 2025, disputing the charges associated with the referenced rental. This dispute is currently being reviewed by your bank or credit card company.

As a result, we are unable to take further action on this matter or issue any adjustments while the dispute remains open. This is to prevent any duplicate credits or conflicting resolutions.

Once the dispute has been resolved and we are notified of the final decision by your financial institution, we will provide you with an update and take any additional steps required based on the outcome.

We appreciate your patience and understanding during this process. If you have any further questions in the meantime, please dont hesitate to reach out.

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,

***** ******

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Avis Rent A Car is NOT a BBB Accredited Business.