Reviews

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

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  Avis Rent A Car

  6 Sylvan Way Parsippany, NJ 07054

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  Avis Rent A Car

  3729 Route 1 Princeton, NJ 08540-6111

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  Avis Rent A Car

  1 Newbury St Peabody, MA 01960

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  Avis Rent A Car

  650 Airport Dr Presque Isle, ME 04769

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  Avis Rent A Car

  1200 Airport Dr. South Burlington, VT 05403

Review Details

• Review fromJorge d

  Date: 11/19/2023

  1 star
  Do not rent your car from these scammers.
  The people who operate this franchise are fraudsters and grifters. Please read all the negative reviews they have on this company.
  I rented a car that they claimed I returned dirty with “spills/stains/liquids “ I did not once eat or drink anything in the car. I received the car in that condition. I didn’t say anything nor inspect it because it was dark , I had another hour to drive and it was already late. Upon returning the vehicle, I didn’t get the chance to review the car with the return agent because they were backed up with a lot of other returns and I had a plane to catch. I went inside to tell the desk agent to inspect with me and he said I was good to go and not to worry about it. Two weeks later I get a bogus charge on my card for $125 claiming I returned the vehicle dirty. This was 100% absolutely not true.
  I cannot emphasize enough that you should avoid this place by all means. Their business practices are unscrupulous and shady. If you do rent from them, document everything and force them to review the pickup and return process. I advise you to go to one of the other companies in the KCI hub.

  Avis Rent A Car

  Date: 12/07/2023

  BBB Review *****
  
  Avis Case ********
  
   
  
  Dear Mr./Ms. ** ****,
  
   
  
  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.
  
  
  
  When vehicles are returned with stains, dirt, trash, or other soilage, the restoration expenses are billed to the last rental deemed responsible. As these stains were not reported when you picked up the vehicle, you were billed as responsible. However, our Customer Service team issued a full refund of the restoration charges on November 22nd after review of your claims that the stains were present prior to your use. 
  
  
  
  Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
  
   
  
  Sincerely,
  
   
  
  Avis Customer Advocacy Response Coordinator

• Review fromCrystal M

  Date: 11/18/2023

  1 star
  Make sure to report any damage to the outside and inside of the car, including smoke smells. I’ve rented several times and each time they charge my card without my knowledge and when asked why, it’s either it smell like smoke (in which I never have smoked ever in my life) or it has stains, in which the car had when I picked it up. They don’t inform you to report anything but dents, but take my advice and report everything. They don’t do anything to help their customers, they will lie and say that they’re going to remove charges and don’t.

  Avis Rent A Car

  Date: 12/15/2023

  BBB Review #*****
  
  Avis Case ********
  
   
  
  Dear Mr./Ms. ******,
  
   
  
  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.
  
   
  
  If a car is returned to us with trash, dirt,  stains, or evidence of smoking that a customer leaves behind, a location will bill up to $450.00 to clean the car so that it can be rented again. We understand you may not agree with this policy, but this is the expense associated with restoring the car after your use. If a vehicle is received in such a condition, we advise to alert the location prior to departure to have the condition recorded and to allow for exchange options. 
  
  
  
  Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
  
   
  
  Sincerely,
  
   
  
  Avis Customer Advocacy Response Coordinator

• Review fromDavid H

  Date: 11/16/2023

  1 star
  Horrible for international travel. My drop off location was closed so I contacted Avis customer support for advice. I was told I could drop off the car at the Lisbon airport and I would not be charged a fee for the revised dropoff location. I was instructed to contact customer support if I was charged and it would be removed. The day after I arrived home (10/26/2023), I received a final bill (invoice was in Portuguese only) where I was charged two fees for dropping it off at the airport. I contacted customer support but there were no notes that I would not be charged. I asked to have someone review the call where I was told I would not be charged but three weeks later I have not heard back. Last night I was randomly charged by Avis and that was declined by my credit card issuer. No information from Avis what this charge is for so I called customer service again. They have no ability to look into international rentals.

  Avis Rent A Car

  Date: 11/17/2023

  Avis case# ********
  Rental # ********** Your file referenced above to the BBB has been forwarded to our office for review and reply.
  By way of explanation ABG takes pride in providing our clients with a seamless rental experience. We apologize that your rental did not meet this standard. Please be assured that your experience was not typical. A copy of our report has been sent to the appropriate manager for corrective actions. Our records indicate that the charges billed over your prepayment have been refunded. The credit will post to your Visa card within 3-5 days. We hope that our actions will meet with your approval and you would consider using our service in the future.
  Thank you for giving us the opportunity to address your concern.
  Sincerely.

• Review fromKelly M

  Date: 11/15/2023

  1 star
  Horrible returned the rental car I even cleaned it out vacuumed and all and they are trying to day there is excessive pet hair when I don't have a pet. They are trying to charge me $315 for it when they gave me the car as a free upgrade so seems kinda fishy to me. I am not happy and will never go there again.

  Avis Rent A Car

  Date: 11/17/2023

  BBB #: *****
  
   
  
  Dear Mr./Ms. ********, 
  
  
  
  We are sorry for any trouble you were caused during your recent rental and for your poor experience. That is certainly not the experience we want customers to have when renting with us. We'd be happy to look into this for you. 
  
  
  
  We have reached out to our Plattsburgh Airport Operations team to further clarify the cleaning charges associated with your recent rental. 
  
   
  
  Thank you for bringing this to our attention and allowing us to assist you.
  
   
  
  Sincerely,
  
   
  
  Avis Budget Group
  
  Customer Advocacy Response Coordinator

  Avis Rent A Car

  Date: 11/17/2023

  BBB #: *****
  
   
  
  Dear Mr./Ms. ********, 
  
  
  
  Our Plattsburgh Airport Operations team has advised that upon the return of the vehicle, excessive pet hair was found in the trunk area and third row seats. Due to animal odors, the carpet required shampooing. Additionally, smoke residue was found on the passenger front and rear windows. Provided photos have been sent to the email address on file. 

  
  

  For these reasons, the renal was billed for the expense of restoring the vehicle after your use.
  
  
  
  Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.

  
  

  Sincerely,
  
   
  
  Avis Budget Group
  
  Customer Advocacy Response Coordinator

• Review fromG. R.

  Date: 11/15/2023

  1 star
  I wish I could give a lower rating. Used their website to book a rental. Had a great price for a van. Selected prepay and the next screen I looked around to see if there was any added fees or taxes before I entered my details and credit card information. I looked for around 10 minutes and could not find it. So, I hid submit and the next paid increased the price by over $67 for taxes and fees. The page said there was free cancellation, but when I tried, they said they would charge me $50 to cancel. I called the support line and I finally hung up after talking with them for over 20 minutes.
  They pointed out that in a very small area in the top right corner is where the fees where on the page where you enter your information. I asked two other people if they could see fees on the page and the same as me could not find them until I told them where to look. Bait and switch. The customer service would not let me email them the PDF page of where it said free cancellation. They figured they had my money so who cares if a customer is happy or not. I sent an email to complain still waiting for response.

  Avis Rent A Car

  Date: 11/17/2023

  BBB #: *****
  
   
  
  Dear Mr./Ms. *****, 
  
   
  
  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.
  
  
  
  Currently, our website does offer a drop-down feature for quote details. We present the overall total including any optional services and the daily fees and taxes and renters may click the drop-down to see more details about their total breakdown. Renters will also receive an email with a link to review their rental details after completing the reservation. 
  
  
  
  Our standard pay later rates do not typically include a cancellation fee, however all prepay rates will include a cancellation fee of $50.00 if canceled 24 hours or more before the scheduled pick-up time and a cancellation fee of $150.00 if canceled within 24 hours of the scheduled pick up time. This information is provided in the Terms and Conditions and Prepay Policy information presented prior to the Reserve button being available to click on our website. While we understand that this information may have been overlooked, we do disclose our prepay requirements with an acknowledgement check-box to confirm that our customers have seen and read them.
  
  
  
  Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us. 
  
  
  
  Sincerely,
  
   
  
  Avis Budget Group
  
  Customer Advocacy Response Coordinator

  G. R.

  Date: 01/19/2024

  Dear Avis,
  How do you explain that on the paperwork it says, "Free Cancellation"? I tried talking to your representative on the phone and via chat about what your website gave me. I screen shot of this, but your company refused me sending you a copy of my screen shot for proof If I was able to add it I would. You say it was clear on your website and what was on your website was clear to me on the free cancelation. I like how you pick and choose what you want to honor on your websites.
  You forget to mention that the cost is hidden in small print in the upper right-hand corner and hard to find. I ask 3 different people if they could find the cost but none of them was able to find it until I pointed it out.

• Review fromDamion S

  Date: 11/15/2023

  1 star
  On Saturday November 11th around 12:30pm I arrived at the Budget Rental Car Rental Location at the Philadelphia International Airport for a reservations I had to pick up my car. My Birthday Weekend. So I go to the fast break area to pick up my car like I normally do and have done for years. then I drive to the exit gate to check out. As I arrived at the exit gate, the agent at the gate gives me the death stair. So she asks me with a ATTITUDE for my drivers license and card. So I ignore her attitude and give her my credentials. After I give her everything she says to me " it looks like you have multiple rentals out right now and I can't complete your rental" and she told me I have to got to the counter to complete my rental reservations. I told I her I didn't. But I ended up having to go park the car a go to the counter for help. and as I walk too the counter I get a alert from my bank saying that there was a hold placed on my account for the cost of the rental plus a 200 security hold by budget rental. So get to the counter and the agent at the counter is trying to explain to me the security deposit policy. I said that's not the issue I have. then he gets an attitude. So I called customer service over the phone asked them about the outstanding rentals that I was supposed to have on my profile. And the Customer service agent on the phone said I did not have any outstanding rentals. Then I asked to speak with the manager. When the manger came out named GABRIEL SANTANA So, he then looked me up and said he could not find any outstanding rentals in my profile. So then I said to him why am I being refused a Rental. and his response was " YOU DON'T HAVE A RA# SO THATS WHY I CAN'T RENT YOU A CAR". which I knew I didn't have a RA# because I did't sign a agreement. Then I said you guys already placed a hold on my card for a rental I didn't get. And he just said " THERES NOTHING I CAN DO.. this was the worst experience I ever had at not just Budget, but any business.!!

  Avis Rent A Car

  Date: 11/17/2023

  BBB #*****
  
  
  
  Dear Mr./Ms. ********,
  
  
  
  We are sorry for any trouble you were caused at our Philadelphia Intl Airport (PHL) location and for your poor experience. We are fully aware that providing good service is a major factor in separating us from the competition. To learn that we have failed to provide you with the level of service you would expect from us was perhaps as disappointing for us as it was for you. Regretfully, if we are not able to secure a payment authorization, we cannot generate a rental contract. While we understand that attempts may have been made to complete payment authorization, we found no recent rental contracts opened in your name. 
  
  
  
  We take this commitment to our customers very seriously and a copy of your comments has been forwarded to the PHL management team for review and improvement.
  
  
  
  Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate you bringing this to our attention.

  
  

  Sincerely,
  
   
  
  Avis Budget Group
  
  Customer Advocacy Response Coordinator

• Review fromKishore K

  Date: 11/14/2023

  1 star
  They charge for fuel and it is hard to get the money back. Scams customer for more money.

  Avis Rent A Car

  Date: 11/15/2023

  BBB# ******** Case# ******** 
  Your file referenced above to the BBB has been forwarded to our office for review and reply.
  We would like to research the billing issue you raised further with our Operations Manager. Can you provide us with your rental number and reservation number to begin this process. We apologize for this inconvenience. We look forward to receiving your reply and assist with resolution.
  Thank you for giving us the opportunity to intervene on your behalf.
  Sincerely,
  ABG Response Coordinator

• Review fromAlice T

  Date: 11/14/2023

  1 star
  Rented a car in Kansas City International Airport. Car reeked of smoke even though Avis advertises their fleet of cars is 100% smoke free! Not true. I felt sick the entire vacation due to the smell of smoke in the car!!

  Avis Rent A Car

  Date: 11/15/2023

  Dear Mr./Ms. ****, 
  
  
  
  In regards to the aforementioned BBB complaint, 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,
  
  
  
  Avis Budget Group
  
  Customer Advocacy Response Coordinator 

• Review fromJohn H.

  Date: 11/14/2023

  1 star
  Horrible credit card policy. If you use the pre-payment process, then you get a new credit card prior to picking up the car, you will be forced to cancel your booking and make a new reservation...probably at a much higher rate.

  Avis Rent A Car

  Date: 11/15/2023

  Dear Mr./Ms. *********, 
  
  
  
  In regards to the aforementioned BBB complaint, 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,
  
  
  
  Avis Budget Group
  
  Customer Advocacy Response Coordinator 

  John H.

  Date: 11/15/2023

  Re: BBB Customer Review Response Received
  The initial reservation number was *********** Picking up at **** *** ******** Ave
  November 12, 2023
  As indicated in the report, between making the reservation and picking up the vehicle, my credit card company issued a new card. After I arrived at the Avis location, I was asked to show the credit card that was used to prepay...the card which had been replaced by AMEX. Then I was told to contact Avis customer service, which was not pleasant. The Avis customer service representative, Zane, in the Toronto contact centre, advised that since I no longer had possession of the original credit card that was used for prepayment, I would be required to cancel this reservation and book a new reservation. Of course at a much higher rate.
  The second reservation number was ***********
  Picking up at **** *** ******** Ave
  November 12, 2023
  Any customer who has the misfortune of having their credit card lost or stolen will not be able to satisfy your current policy of requiring the customer to present the credit card used at the time of prepayment. Likewise, if someone makes a booking and prepays for someone else, such as a spouse or co-worker, that person will be out of luck when they arrive at the Avis counter to pick up the vehicle.
  I am unclear why Avis has this policy. It would not seem to be related to validating the identity of the person renting the car. And since Avis receives payment in advance, this policy could not be related to ensuring that you get paid. Thus, this policy would appear to be arbitrary, or perhaps, a tool for what ends up being a "bait and switch" strategy. Allow the customer to prepay, wait for them to arrive at the Avis counter, then force them to cancel their prepaid booking and rebook at the counter, at a much higher rate.
  I encourage Avis to carefully reconsider this policy.
  In the meantime, I have cancelled my President's Club membership, and will avoid renting from Avis in the future, as I do not want to be a victim of another one of your misguided or nefarious policies.
  Dr. **** *********

• Review fromLinda K

  Date: 11/14/2023

  4 stars
  I rent a car in Texas to get home. Told the gentleman at the counter Hbg airport would be closer so please change destination. Apparently he didn’t and when I dropped of the car at the airport instead of York (which is about a 40 mile difference) found out they charged me an extra $750 because of that. Was never told anything about it till I seen the email receipt

  Avis Rent A Car

  Date: 11/15/2023

  BBB #: *****
  
   
  
  Dear Mr./Ms. ***, 
  
   
  
  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.
  
  
  
  Rates and fees are estimated based on the details provided by the reservation or from any changes saved to the rental agreement at the time of pick up. In the case of your rental, we did not confirm that the return location had been changed and this resulted in an additional one-way fee. Given the proximity of the reserved return location and the actual return location, we have reduced the one-way fee to a more typical fee for returns to different cities within the same state.  A copy of the adjusted receipt has been sent to you for your records. 
  
  
  
  Thank you for bringing this to our attention and allowing us to assist you.
  
  
  
  Sincerely,
  
   
  
  Avis Budget Group
  
  Customer Advocacy Response Coordinator