Business Profile
Auto Rentals and Leasing
Avis Rent A CarThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Auto Rentals and Leasing.
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 982 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromCorey F
Date: 12/13/2022
1 starThe return of the Fuel Service charge scam! Returned a car at the Phoenix Sky Harbor Avis, and of course no one was actually there checking in cars. Went to file my expense report and saw that the $15.99 Fuel Service fee had been added even though the bill clearly shows Fuel Out 13.2 Gallons / Fuel In 13.2 gallons. I thought the car rental companies had already gotten slapped hard enough for this scam, but I guess not. Avis did refund the fee and taxes, but I had to catch THEIR mistake, and waste my time getting it fixed.Avis Rent A Car
Date: 12/14/2022
Dear Mr. ******,
Thank you for your report to the BBB organization.
At Avis Budget Group we are disappointed to learn whenever a customer has found some aspect of their rental experience less than satisfactory. We are constantly evolving to meet the needs of our customers. Feedback such as yours enable us to target areas of improvement.
This being said, for sometime now our system is designed to charge a refueling fee when the vehicle is driven less than 75 miles during rental. We understand that although this default charge is not always accurate we apologize for the inconvenience you were caused to have this charge adjusted.
We appreciate your taking the time to apprise us of your complaint. We trust your next rental hire will meet your satisfaction.
Sincerely,
Customer Resolution Coordinator
Review fromScott I
Date: 12/10/2022
1 starDuring my recent rental in Huntsville, AL I returned my rental car at 11:09 AM to the parking garage and parked in a spot marked AVIS returns. There was not an attendant in the garage, and when I approached the window in the garage, there was nobody present. There was a key drop box at the counter in the garage, with a note to place the keys in the box. I dropped the keys in the box, and when I received my e-receipt I see that AVIS has charged me an additional day. I called the AVIS help line, and was told that since I did not call AVIS when I placed the keys in the box that I had no recourse, and all they were willing to do was credit me 30% of the extra days charge. The fact that AVIS did not properly staff the location should not result in additional charges to their customersAvis Rent A Car
Date: 12/13/2022
Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint.
Avis 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 information you have provided and the findings of our internal investigation, we have refunded the additional day charge billed on your rental. The credit of $69.50 will post to the visa card on file ending **** within 3-5 business days. Please accept our apologies for any inconvenience this may have caused you.
I have shared you feedback with our Senior management for the issues you outlined in your complaint so this can immediately be appropriately addressed with the location's staff and Management to prevent any recurrences in the future.
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 Avis 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,
Customer Advocacy Response Coordinator
Escalation Team
Avis Budget Group, Inc.
Review fromYafit D
Date: 12/09/2022
1 starI had the worst rental experience ever with that company. Had an agreement for six months and their s. Louise Missouri branch ended up sending a towing car to steal the car from my driveway, where I live, six hours away in a different state. Never gave a call to alert that they have an issue with the car. The towing guy just showed up like a thief at night time, towed the car away with all of my personal belongings inside and started acting like crazy as we were trying to approach and figure out what was going on. Made a scene at the middle of the street calling us thieves in front of our kids and neighbors. Of course they also have the worst customer service. It is four days later and yet no one can give us a reason for all of this to happen. You can't reach out to them by phone and ask why the heck they reported the car stolen while we have the agreement to show otherwise. Never would recommend anyone to rent a car with Avis and most definitely stay away from that St. Louise Missouri branch.Avis Rent A Car
Date: 12/13/2022
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 contacted our Operations Manager to review the issues you raised. When we have received a reply from their office, we will advise you accordingly. We appreciate your patience during our investigation.
Thank you for allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorAvis Rent A Car
Date: 12/30/2022
Case: ********
Dear Mr./Ms. *****,
Thank you for your reply, as the vehicle was towed by a 3rd party provider there is no way to know what happened to any missing items. Our review found no indication that the Avis Staff took or mishandled any of your items prior to pickup.
Thank you for allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorAvis Rent A Car
Date: 12/29/2022
Case: XXXXXXXX
Dear Mr./Ms. ******
Our records show that our Executive Office contacted you at ***********@HOTMAIL.COM and advised of the location of your items along with the date and time that you could pick up your belongs. We also show that you were provided the name of the person to ask for upon pick up. We show that this email was acknowledged on December 22, 2022.
Thank you for allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorYafit D
Date: 12/29/2022
I doubt if you will ever care for this but when we went there to pick up our stuff everything was there but the cash (which I reported missing along with the rest of our belongings). Apparently someone could not resist the temptation allowed himself to take it. So just letting you know that although I would be glad to say that we successfully retrieved our stuff, I can't do it. Keep on investigating. I'm not sure what was the exact amount taken but something between 600$ to 1000$.Yafit D
Date: 12/22/2022
As for today it has been over two weeks after the incident. Yet, no one has ever contacted us in order to retrieve the entire car content that includes our personal belongings ( my husband's card holder, cash money, a new pair of sunglasses, keys, letters and many others..) as well as merchandise boxes, children's car seats and more items I cant list. They obviously know where we live otherwise they couldn't have sent the towing car straight to our address, so the least they could've done is to send our stuff back. We live in another state (Kentucky ) and we can't afford driving that far away to just stop by and have them picked up.Review fromJames W
Date: 12/08/2022
1 starWebsite shows a base price when selecting your rental car. When a discount code is applied the price increases in the total amount owed, making the consumer think there getting discounted price when in actuality they are not. Very misleading to the consumer, thank the lord I caught the deception. Be careful of this company, they are very misleading and if your not careful you will be on the hook and lose your hard earned money. I canceled my reservation, but still have to wait 5 -10 days to get my money back..Review fromJim L
Date: 12/07/2022
1 starI filed a fraud complaint with the FTC against the Avis location at the Atlanta airport. Why? A counter rep surreptitiously added hundreds of dollars in extras to my rental in retaliation for my telling her she was rude
When I was trying to pick up the vehicle, she was engaged in a lengthy conversation with another employee. I told her politely, "I'm in a hurry, could I please just get this going?" That didn't sit well with her--she snapped at me through much of the rental process. At the end I told her she was rude.
Cut to five days later when I returned my car, and got a receipt for $662 for a $358 rental. Turns out, that annoyed agent had added nearly every add-on possible: booster seat (did not request or receive--not to mention I was traveling along), toll pass (did not request or receive), upgrade fee (when in fact, I was given a smaller vehicle than the one I rented), refueling fee (I had declined and returned the car full), and roadside safety net (whatever that is).
Avis removed the false charges and opened a case against the agent, but would not provide me with the employee's name, or even a working phone for the managers, Leo ****** and Angela ******. They said it is "an internal matter." Really? When someone tries to steal $300, I'd say it's a criminal one. And I'm hoping the FTC does as well.Avis Rent A Car
Date: 12/13/2022
Upon review of your rental details our records revealed that on December 09, 2022 the full refund amount was credit back to your visa card ending in ****, in several refunds, $404, $124.17, $74.44, $56.34, $49.59. Please allow 3-5 business days for the processing of these refunds to your account.
Please accept our apologies for any inconvenience you experienced during your rental.
Sincerely,
Customer Advocacy Response Coordinator
Escalation Team
Avis Budget Group, Inc.Avis Rent A Car
Date: 12/07/2022
Case: XXXXXXXX
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.
Our records show that you have already contacted our Executive Office and they are addressing the matter so any necessary coaching, training, or disciplinary action be taken to prevent any future occurrence. As you can understand we are not able to share the details of the actions taken as these records are restricted to the individual employees personal files. Again, the behavior you experienced is considered highly unacceptable under any circumstances and we can assure you all necessary actions will be taken to ensure this is stopped.
Thank you for allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorJim L
Date: 12/08/2022
Thank you for your response. After half a day on the phone with Avis corporate trying to remove your company's fraudulent charges, James ****** from your executive office did indeed reach out--and then abandoned me. He was supposed to call me back with the phone numbers for your Atlanta managers, which he claimed he couldn't "find." He never did. In fact, when I asked him if Avis would at least comp the rental in return for attempting to rob me, he responded: "we can't do that, you still used the vehicle." Wow. Okay.
As evidenced by your note, and ******'s response, Avis has chosen public platitudes over private action.
Review fromHE J
Date: 12/03/2022
1 starI returned my vehicle with refueling full tank. The gas station was 3 miles away. I heard hat this issue happens with minor Auto rental company. I asked the agent in Memphis airport to check out to avoid any issue but she was gone with saying you will get the receipt via email. I now was charged 70 dollars of refueling charge. That's fine because i have a receipt. But have to tell Avis, done be evil.Avis Rent A Car
Date: 12/05/2022
Avis case# XXXXXXXX
Rental # UXXXXXXXXX
Your review to the BBB has been forwarded to our office for review and reply.
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 $71.96 has been issued to your Visa 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 CoordinatorReview fromandrea v
Date: 11/30/2022
1 starWill charge your card $1000s without comment, receipt, contact, and explanation. Worst car company ever. Do NOT Use them.Avis Rent A Car
Date: 11/30/2022
Your file referenced above has been brought to our attention.
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,
Avis Response CoordinatorAvis Rent A Car
Date: 12/05/2022
Sent request to email address provided.andrea v
Date: 12/03/2022
Please reach out directly for that info: *********@gmail.comReview fromTammy H
Date: 11/28/2022
1 starThe company gave us a damaged car and no one was at the desk when we went back. We took pictures but it was the middle of the night. We let them know about the damage. They just said okay. 4 months later we got the bill. They would not look at the pictures. They would not even talk about it. They said we should have filled out some paperwork. We did not know about the paperwork. They sent it to a collection agency a few days after they notified us of the situationAvis Rent A Car
Date: 11/30/2022
Your file referenced above has been brought to our attention.
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,
Avis Response CoordinatorAvis Rent A Car
Date: 12/16/2022
******* ******* rented a 2020 Toyota Corolla from Avis Rental Car from July 6, 2022 through July 13, 2022. By declining the optional Loss Damage Waiver, Mr. ******** is responsible for any damages that occur to the vehicle while in his possession, regardless of fault or liability. The vehicle was returned and damages were noticed on the vehicle and our claims process began.
The first letter was mailed to Mr. ******* on 9/13/2022. The second letter was mailed out on 10/28/2022, and the third and final letter was mailed out on 11/10/2022. A call was attempted on 11/1/2022 with no response. Since our Fast Track department did not receive a response to the letters or phone call, the file was vended to ****** Services. At this time the claim has been paid and closed. However, Mr. ******* can send the video he has to ****** Services and the claim can be re-opened and reviewed further.Tammy H
Date: 12/08/2022
On 11/15/22 I received a letter dated 11/10/22 from Avis *********. It said that I owed $695.91 for a car that I had rented in Erie, Pa, more than 4 months ago that was damaged while in my possession. The letter said that this would be their last contact with me and on 11/28, they may refer my file to a collection agency or a lawyer. This was my first contact with Avis other than a message from an unknown number on 11/1 that I wrote off as a phishing attempt. I called Avis on 11/23 and talked to Cindy in customer service. I asked her why I was just being notified more than 4 months after I rented the car but she said that is how they do things. I asked if she had any pictures and after a considerable amount of time she found some and I asked her to email them to me. I never received the pictures. I told her that I remembered the car and it was the worst car that I had ever rented. The rental agent said that they were aware that the car had dents and other problems. I have a video taken the night of the rental in the rental parking lot showing the damage and pictures the next day showing the extent of the prior damage. It was past 1:00 am and the rental car agency was closed. When I turned the car in to Avis, I showed the agent the damage and told him that the car should never had been rented. He said that was all they had at the time. Erie does not give a rental receipt at drop off. He told me that I was good to go. I told Cindy that I was disputing the damage and looked forward to seeing the pictures. She never sent them.
On 11/26 I talked to Maria in Avis customer service and had to explain everything again. She found the pictures again and this time sent them to me. I told her that I have a video and pictures of the car and wanted to dispute it. She said that I had to call ********* for claims. ********* was closed for the weekend.
11/28- I talked to Mike at ********* and said that I wanted to dispute the claim. He wouldn't talk to me. Said that they had already forwarded it to a collection agency.
11-28 Later that day I received a letter from ****** collection agency. It was dated 11/17, 11 days before ********* said that they may forward my file to a collection agency. I talked to John ****** at ****** and explained my situation to him. He didn't care. All he wanted was money. I paid the $695.91.
Avis appears to be running a rental scam. They waited 4 months after the rental to contact me. I would have contacted my insurance agency, **** (who I got the reservation through). Avis refused to ever look at my pictures showing the prior damage. Never emailed me. Attempted to contact me from an unknown number. Forwarded my file to a collection 11 days before they said they might. The video I have does not lie. Avis does!Review fromJerry Y
Date: 11/28/2022
1 starI rented from Kalispell MT. They told me the car was inspected and there are no issues at all. I went outside and found a 3 foot scratch on one door and a dent on the other. I went back in and there was a huge line. I told them the car hadn't been inspected and the lady said go ahead I'll make a note. Two weeks after returning the car I got a notice that there was a small chip on the lower part of the windshield. I'm tall so i wouldn't even see it. They charged me $1200 for the windshield. If you are thinking about renting from Avis, just walk. I have two friends who had similar situations where they ended up paying for a previous renters issues.Avis Rent A Car
Date: 11/28/2022
Avis case# XXXXXXXX
Rental # UXXXXXXXXX
Your review to the BBB 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 inconvenience this has caused. We appreciate your patience during our investigation.
Thank you for giving us the opportunity to be of assistance to you.
Sincerely,
Avis Response CoordinatorReview fromHenrik S
Date: 11/26/2022
1 starCharged me an underage fee for being 24 even though on the site that fee never showed up when completing the reservation even after confirming that i am underage. Wouldn't come to an agreement with me and wouldn't take off the underage fee even though it isn't even on the reservation.Avis Rent A Car
Date: 11/28/2022
Avis case# XXXXXXXX
Rental # UXXXXXXXXX
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 inconvenience this has caused. We appreciate your patience during our investigation.
Thank you for giving us the opportunity to be of assistance to you.
Sincerely,
Avis Response Coordinator
Avis Rent A Car is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.