Business Profile
Auto Rentals and Leasing
Avis Rent A CarThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Avis Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.08/5 stars
Average of 979 Customer Reviews
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Review fromMark H
Date: 10/15/2023
1 starWaited 2 hours in PHX. They contacted me based on my feedback and then heard nothing else. Don’t EVER rent from Avis in PHX!Avis Rent A Car
Date: 12/15/2023
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 CoordinatorReview fromAdam C
Date: 10/14/2023
1 starI was charged twice for the same rental two months ago. I brought the error to their attention and they continue to deny any refund claim I initiate with their representatives. Each one of their “reviews” takes up to two weeks. I am at a loss for how a company can defend taking someone’s money for a service that was not rendered nor a contract for the service and charge. We are not talking about a small sum either. 4 figures of money owed to me.Avis Rent A Car
Date: 12/15/2023
Case: ********
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.
We have checked our records and show that a refund of $1112.27 was issued on October 16th, 2023, again we greatly apologize for any frustration this matter caused you.
Thank you for allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromDi F
Date: 10/13/2023
1 starI booked to get a car from Avis 9/23/23 and when I got there they were closed an hour early, then I rebooked for a different location and prepaid for the vehicle. I wasn’t able to actually get the car so I called customer service about a refund the guy was somewhat helpful and said it’s take 3-5 business days after that time passed the refund still wasn’t issued so I called back. During the call back I was told it be 3-10 business days, basically 2-weeks for something that took 90 seconds to do, ok cool whatever. Today is now 10/13/23 and I still do not have my money I’ve called several times since 10/1 just for everyone to lie and give me the run around, then when I call today now it’s “well it has to be escalated and it’ll be 10 business days for it to clear” like if this doesn’t sound like a scam I don’t know what does….Crazy part is I checked with my bank just to see if a refund was pending or anything and they never even issued the refund to begin with. No one from Avis can explain what’s going on or actually be helpful. If you value your time and hard earned money save yourself hassle and headaches just rent from somewhere else. If I could leave no stars I would!!!!Avis Rent A Car
Date: 12/15/2023
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 CoordinatorReview fromSteven C
Date: 10/13/2023
1 starVery unhelpful customer service and wouldnt allow me to move my reservation to following day after I had it reserved for 4 days.Avis Rent A Car
Date: 12/15/2023
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 CoordinatorReview fromJan H
Date: 10/13/2023
1 starAvis added a $157 fuel charge to my bill the next day. Had they done this at the desk I could have/would have complained. I returned the rental car with a full tank of gas- even heard two employees tell the desk agent the car was full. Next day, extra $157 fuel surcharge. Contacted Avis Customer Service who basically told me “to bad”Avis Rent A Car
Date: 10/21/2023
Case: ********
Dear Mr./Ms. ****,
In regards to the aforementioned BBB complaint, thank you for giving us the opportunity to address your concerns.
Avis values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
We have checked our records and show that when our Customer Service Team spoke with you on August 7th, 2023, they request that you submit a copy of your fuel receipt for refund. To date we do not show that the receipt has been provided. As soon as the receipt is provided we are happy to review it for possible credit on your rental.
Thank you for allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromShirly T
Date: 10/12/2023
1 starBeen renting cars for ages, never had such a horrible experience.
I made reservation in June. I gave Avis representative my voucher, fully payed for in advance. It took 50 min, because as he claimed "international reservations are always problematic". That's funny considering the year and technology we live in...Then he issued the papers which I had to sign and had an amount due of extra 65$~. Avis tried that at SeaTac airport as well. Refused to sign, as I payed for it all! Then he took the paperwork back and managed to reach a zero balance... Finally I got to the car.
The car was unwashed and real dirty on the outside with multiple scratches and bumps in the car body. But that's not
all - when I'm in the highway I can hear the road pretty bad and it seems like the door is unsealed. HAD TO STOP in the middle of an highway!!! It seems that the driver's door was damaged either in an accident or someone was trying to break in, hence wind is coming real bad through especially while on an highway.
I can't wait to see what they'll try to charge me with when returning it back
Following my previous email, and the horrible service I received in downtown Portland, now I have been charged with an additional fee 67.38$, even though they tried to make me sign this fee and I argued with them, provided proof of full payment in advanced !!!
This is outrageous, this is Avis violating the law.
The Portland downtown rep. specifically told me, after I showed him proof of full advanced payment, that his manager will fix it, and gave me a paper to sign with amount due = 0.00
Still, I see they charged me with the amount initially requested
Now, I'm being told I returned the car late. Again, a total lie. I was given the car late at 9:30 while reserved for 9:00
I returned the car at 8:40, but the same rep. wrote that I returned it at 9:50.
This branch is a disgrace. They are simply dishonest people who try their luck in taking extra fees without you noticing.Avis Rent A Car
Date: 12/14/2023
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 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.
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 Avis's usual high standards, and that the responsible manager has been contacted to prevent any recurrence.
From review of the case, we did confirm that our International Service team issued a credit of $117.38 related to the experience at the location and the vehicle condition.
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 CoordinatorReview fromMatt B
Date: 10/11/2023
1 starReturned vehicle in perfect condition. Nobody checked or inspected the car upon return. Six months later I was charged 600 dollars for a “broken tailgate”. I wish I could say this was just an issue at the BWI airport but apparently a Georgia man has been charged thousands with Avis claiming he didn’t return the car at all. Will never do business with Avis again.Avis Rent A Car
Date: 12/14/2023
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 a customer rents from Avis Rent A Car, they have the option to purchase the Extended Roadside Assistance (RSN) coverage at the time of rental that will waive additional costs associated with any roadside service provided by our Roadside Service Team. Customers can also purchase a Loss Damage Waiver (LDW) that will waive their responsibility for vehicle damages incurred during an Emergency Roadside event.
Our records do not reflect that you purchased either the Extended Roadside Assistance (RSN) or the Loss Damage Waiver (LDW) that would have waived these costs. Since these waivers were not purchased, we have determined that you are responsible for the full cost of the services provided and/or any damage incurred to the vehicle.
We apologize that there was not a more favorable outcome.
Sincerely,
Avis Customer Advocacy Response CoordinatorReview fromBa S
Date: 10/10/2023
1 starI rented a vehicle from Avis at Denver International Airport recently. First time in Colorado to plan my daughter’s wedding, so I didn’t know any better and believed it when the lady checking me in said I should purchase a toll pass. I usually do not purchase any extras, but she was convincing and sweet, so I agreed. She told me it was only $30 to add the package on – it came out be $60.35. According to Julio from customer service (useless and quick with his responses) this was non-refundable as “stated in the contract” that I never had a chance to read. I NEVER went through a toll the entire time I was there. A total scam.
The worst part was they gave me a vehicle that had been in an accident. I took inventory of the vehicle and took photos of it before leaving the lot. I should have gone back to the customer service counter, but I was exhausted from my travels, and it was a total mad house there. The car was dirty, I couldn’t even see out the windshield when I pulled on to the highway. I drove to my destination in the valley and was scared to death. Upon stopping, this vehicle shuts down and restarts upon acceleration. Each time I accelerated; the car stuttered and shook which nearly caused me to crash since I couldn’t get across the highway safely. Julio’s quick answer to this was that I was supposed to call Avis’s customer service during the time of the rental (again useless, it was my fault). Keep in mind this was all during my daughter’s wedding.
I have not received an itemized billing although I returned the vehicle 1-day ago. I requested to speak with a manager, Julio said I could wait on hold for up to 5 hrs. This was the worst car rental experience! Avis has their customer service people trained to be scammers and prey on folks that are exhausted and need to arrive at their destination on time. They lie and then tell you that you signed a contract. They do not even offer paperwork at the time of checking-in.Avis Rent A Car
Date: 10/13/2023
BBB #: *****
Case: ********
Dear Mr./Ms. ********,
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.
Avis strives to provide a mechanically sound, well-maintained fleet, and your experience is not typical. We are sincerely sorry that you were inconvenienced, and extremely disappointed that we fell short of your expectations. I will be sure to get the details of your review to the Denver Airport team so this can be addressed. For the overall experience, we have issued a credit of $145.00. Please allow 7 days for processing.
We appreciate you taking the time to let us know about this issue and we look forward to serving your future rental needs.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromCynthia C.
Date: 10/09/2023
1 starIf you do uber do not rent from this location the cars are not able to receive repair work. 1st car no inspection sticker lost a whole weekend of work 2nd car needed oil change and brakes (car was screeching) declined repairs due to end of life ..lost another weekend of work exchanged car 3rd car windshield wipers broken and went to get them fixed pep boys said tires were no good had holes and wires on tire tread showing declined services again had to exchange all they had was electric just so i could drive home as i live an hour away from charging stations cant work on that car waste of money paid $64. For an hour charge just to drive home.. Called the owner of **** in ***************************** he was sarcastic and rude asking do i not know how to drive and some other rude comments. I tried to explain that i live in the country and have no charging stations near me for me to work! it would be a waste to drive and hour an a half to do uber ! Charge the car every 2 hrs @$64, which takes an hour to charge and wait for people to finishing charging theres first so you could use it. i would be losng money he then told me to just return the car that im looking for problems and credit.. I have paid the car in full every week even on the weekends i was unable to work due to the rental not safe. Never once asked for a credit or anything. Just needed a car to be able to do uber in.. Crazy how these cars can be rented as uber cars and they are not even safe for you to drive never mind driving passengers in them.. *********** customer support and was told call uber called uber and was told to call **** no one wants to deal with any of these concerns ...IF YOUR AN UBER DRIVER I WOULD ADVISE AGAINST RENTING FROM THEM!!Avis Rent A Car
Date: 12/14/2023
BBB Review #*****
Dear Mr./Ms. *****,
Avis values the relationship that we have with our travelers and always strives to do the right thing. Reports such as yours are most appreciated since they help us target and correct areas of service which might be improved.
Avis strives to provide a mechanically sound, well-maintained fleet, and your experience is not typical. We are sincerely sorry that you were inconvenienced, and extremely disappointed that we fell short of your expectations; a report has been filed advising the Uber location of the condition of this vehicle for future improvements. In review of your rental history, we were able to confirm that your Avis rental ********** was issued a credit of $122.34 for the issues you encountered.
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 CoordinatorReview fromSharon S
Date: 10/09/2023
1 starI rented a car for three weeks and when I asked Avis for no extra coverage related to loss
damage waiver and extra insurance, the Avis agent, DOUGLAS, added the loss damage
waiver at a rate of $43.99/day. The print on the document I signed is very small and I didn't notice that he inflated the price. When I booked this car through
the United Airlines website, the cost was estimated at $1693.13. I never saw the
inflated price that he provided due to the small print and didn't realize he
inflated the price to $3634.20. We contacted the phone number on the receipt (410-
859-1680) and the Avis customer service representative basically said you signed it, so you
have to pay the full amount of $3634.20, inflated by your booking agent by $879.88.
We told Avis, if they check your records, they will see that we have never taken this loss damage waiver, as our car insurance covers this and all other insurance extras. We are thoroughly
dissatisfied with Avis's customer service representative's response, of you signed it, so
you have to pay. Therefore, we will pay but we will never book with Avis again. We are
also alerting United Airlines to this poor service on Avis as we booked this as part of our flight to BWI and return.Avis Rent A Car
Date: 10/12/2023
BBB #:*****
Case:********
Dear Mr./Ms. ******
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.
Avis makes available a signed, written copy of the rental agreement contract that specifically outlines all of the charges associated with their rental period. These charges are based on the rental parameters provided in the reservation or based on any changes made by the customer at the time the contract is created at the rental counter. These contracts are signed by the customer at the time of rental so that by signing the rental agreement contract, the customer agrees to all of the rental charges and any potential costs associated with changes in your rental parameters. The costs associated with any changes in the rental parameters are also outlined on the written contract. If a customer does not agree with the contract details presented at time of rental, it is the due responsibility of the renter to request clarification and correction prior to departing the location with the rental agreement and vehicle.
We are disappointed that you feel you were manipulated into signing for these items; the signed rental agreement shows the upgrade cost and coverage options were noted on the contract, the additional cost is included in the estimated total, and we show the renter's signature appears in acceptance of these terms. Although we do not doubt your veracity, our decisions are based on the facts at hand. The rental agreement was signed and the additional services were provided by Avis. In the event of an accident, damage to the rental car, third party property, etc., your financial responsibility would have been greatly reduced if not voided completely. Because of this we are unable to remove the full cost of these options.
As a gesture of good will, we will gladly split the cost of the upgrade fees and coverage/services. This is a total adjustment of $978.59, including applicable taxes. You should expect to see this credit reflected on a forthcoming card statement. A copy of the corrected receipt has also been issued and should be received within the business day.
Sincerely,
Avis Budget Group
Customer Advocacy
Response Coordinator
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