ComplaintsforAVIS

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented the electric car. Went dead on Easter on highway but was reimbursed back for the tow. Turned the car in on 4/6 around 8:10 am and was charged again on 4/7. Recorded the clerk on 4/7 stating to call my bank and I was not charged and should not have been charged again. Have not received my $353.06 back after making a dispute to my bank. I want my money back. As u can see the screenshot from the 8th was changed by the company. $353.05 to $248. I am still missing $353.05 from my bank. The receipt from the 6th shows that the rental was closed out. The other receipt on the 8th they used to say $353 but now says $248 proves I was charged again after not having the car. Looking for an attorney now.

  Business response

  04/12/2024

  BBB# ********

  Avis case # 63793185

  Rental # U493715364

  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.   We have refunded the out of pocket expense you incurred.  A credit of $104.50 was issued to your **** card on April 8, 2024.  The credit will post to the account within 3-5 days from the processing date.  The original authorization hold applied at the start of the rental will be released electronically by your bank.  We regret the inconvenience this has caused. 

  
  Thank you for giving us the opportunity to address your concern.
  

  Sincerely.  

  Avis Response Coordinator 

   

  Customer response

  04/14/2024

  I have reviewed the business response and Do not accept this resolution. I was owed the $104 for towing. I got that back. **** still charged me an additional week of ****** if my money is not back by day 5 I am looking for an attorney to sue *********************** I need my money back yall stole. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rental Agreement: U687806626 I returned a car on 3/10/2024 to ***. We tidied up the car, but there was a small amount of loose snow in the car that came off from luggage and clothes. I waited at the drop off point to talk to someone to make sure everything was good with the car, but there was no one was at the drop off location even after waiting for ***** minutes. Weeks later, I have been charged a $450 cleaning fee for "heavy" severity "Excessive Interior Dirt -Sand".I frankly don't see how this could have assessed in good faith. We left the car in a condition where someone could have wiped off the snow with a towel or shaken the mats off in minutes, yet we are being charged for more than a full interior and exterior detailing. There was no dirt/sand in the car, just loose snow. When I tried talking to customer support about this and asked if I should reach out to the *** location, the representative laughed at the prospect of me being able to reach someone. I've used Avis many times over the years and am a Avis preferred member, but this incident of a bad business practice will make me avoid using them in the future if there isn't a resolution.

  Business response

  04/12/2024

  Avis Case: 63850166
  Rental Agreement: U687806626
  
  About the aforementioned BBB Complaint ID: ******** thank you for allowing us to address your concerns.
  
  Avis ************ values our relationship with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  We reviewed the pictures provided by the counter and confirmed the vehicle's condition upon return. Based on that, the cleaning fee is a valid charge; however, to reflect your concerns and promote positive customer relations, we have refunded the cleaning fee back to the method of payment. Please allow the credit to post to the account within 3-5 business days. For your records, we emailed you a letter confirming the transaction taken.
  
  Thank you for giving us this opportunity to be of assistance to you.
  
  Sincerely,
  
  Avis ************
  Response Coordinator

  Customer response

  04/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I got a $250 bill for returning a car with pet ********** not own a ********* have time stamped photo of the car before I started my journey that shows dog hair all over the back seat. I called them and they told me they would refund me. For two weeks since they told me Ill call them only to get hung up on and no results. I just want to get my stolen money back. The rental is under Lescott march 3 The confirmation number is 40410520US3 Thank you for taking my complaint $50 rental charge is correct the $250 is theft The last 4 digits of credit card billed is 4322

  Business response

  04/12/2024

  BBB# ********

  Avis case # 63894271

  Rental # U626439100

  Your file referenced above 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 cleaning fee billed on your rental.  A credit of $250.00 has been issued to the card associated with the rental.  The credit will post to the account within 3-5 days.  We apologize for the inconvenience this matter has caused.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs.  

  Sincerely,

  Avis Response Coordinator 

  Customer response

  04/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recentely rented a car from 3/05/2024 - 3/19/2024. I received a Black Jeep Grand Cherokee. My Rental number is U709055454. I just received a letter today from Avis claiming that I cause damage to the windshield of the vehicle and that I was being charged a total of $729.00. At first I thought this was a scam so I navigated to Avis.com and contacted them directly. I found out indeed that I was being charge $729.00. I can honestly say that no such damage occurred while in my possession. When I asked for proof that the damage occurred they sent me photos that do not contain any time stamps and the date of the documentation was 3/25/2024 which is 6 full days after I turned the car in. The pictures of the care is clearly in a location that is different than where I dropped it off. There is a serious chain of custody issue with this damage charge and Avis cannot prove the damage was caused by me. I asked for further proof and for video evidence of me returning the car. The supervisor that I was speaking with told me they had such evidence but that I was not allowed to see it or they were not able to provide it for some unknown reason. Then he conveniently offered me 50% off the damage fee. My famiy has been a long time AVIS renters and we normally use my father-in-laws corporate account but he recently retired and no longer has access so I created my own account. This was my first rental under his account and ********************** is taking advantage and trying to s**** me out of $729.00. They also never offered me an option to use my insurance and offered no way to dispute the charges despite the glaring chain of custody issues, and they could not tell me what day or time the damage was noticed other than the 3/25/2024 date. I am a very honest person and had I damaged the vehicle I would have told them so upfront. My next course of action will be to contact the *******************************, Transportation and Attorney General to file complaints about fraudulent charges.

  Business response

  04/12/2024

  Avis Case# ********
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case#********
  
  Avis values our relationship with travelers and always strives to do the right thing. We apologize for any 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 on April 09, 2023, we had stopped the billing for the damage ( See attachment).
  
  Once again, please accept our apologies for any inconvenience this matter has caused. 
  
  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 ************* Inc. 
  

  Customer response

  04/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a car with Avis because I drive for Uber about 6 months ago I was diagnosed with kidney disease and hospitalized was unable to return the car they had my credit card on file and never billed it for the time that I was in the hospital. they repossed the rental car I told them I couldn't get anyone to take it to them because I didn't want something to happen to it and i be held responsible when I was released from the hospital I went in to return the keys I paid the bill and was told that I was put on a do not rent list even though I didn't have any outstanding balance and they didn't build my credit card that was on file so now I'm unable to work for Uber because I'm not in a position to buy a vehicle that is acceptable to Uber and renting a vehicle was my only means of sustaining my own self as far as work please tell me if there's anything you can do I emailed for the last 6 months and called everybody that they had told me to to no avail and in confidence spoke to one young lady a couple months back who informed me that I was wasting my time following the procedures and what they were telling me to do as far as emails and phone calls and things because they were never going to remove me from the list because I made them come and repo the vehicle

  Customer response

  04/10/2024

  This a screenshot of all the info you requested

  Customer response

  04/10/2024

  Rental agreement # *********

  11/27/2023

  *******************

  6615 *********** *****,**

  Business response

  04/10/2024

  BBB #: ********
  Avis Case: 60641600
   
  Dear Mr./**************,
   
  In regard to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
   
  Avis values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Our records show that you were in use of vehicle number ******** from January 9th of 2023 through November 17th of 2023. Rental U659669205 was scheduled for use from October 2nd to October 9th, but the renewal was unsuccessful. A letter of demand for return was mailed to the address on file on October 16th. On October 20th, a renewal attempt was successful and U667816693 was opened and backdated for use from October 9th through October 17th. No further renewal attempts were successful and a second letter of demand for return was mailed on November 14th. As no other payment was presented for further use and no recovery was requested of our Emergency Roadside team, a repossession was issued and the vehicle was recovered after being pinged at **************************************************************************** 
  
  Due to the need for recovery and failure to secure payment for the open rentals, a Do Not Rent restriction was issued and is still active. To request removal, as we have previously advised, you will need to contact our Security Headquarters with your name, driver's license, contact information and any details supporting your request for the restriction to be lifted. You will need to do so by email at ****************************************** or by postal mail at AvisBudget ****** **** c/o VAB ******************** ***********************************************************
  
  We apologize that there is not a more favorable outcome for your inquiry.
   
  Sincerely,
   
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  04/10/2024

  Since November 27th of 2023 I have been emailing them to the ****************************************** my driver's license the ********************** agreement number and request for removal to no avail they told me they would respond within 10 business days and what is that about 5 months now so I don't know what else they're saying

  Business response

  04/10/2024

  BBB #: 21541641
  Avis Case: 60641600
   
  Dear Mr./**************,
   
  Thank you for your reply, and we do apologize for any frustration that this has caused you. We have contacted our Security 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 Coordinator

  Business response

  04/12/2024

  BBB#********

  Avis case #  60641600

  We are in receipt of your letter dated April 10, 2024 regarding the above individual.
  
  We have reviewed our clients rental status with our Operations Manager.  Based upon the information they provided and the findings of our internal investigation, we have removed the client from our Do Not Rent list.  Please extend our apologies for the inconvenience this matter has caused.  Be assured that their experience was not typical. A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Kindly relay this information to **************.
  

  Sincerely,

  Avis Response Coordinator  

  Customer response

  04/12/2024

  I have reviewed the business response and accept this resolution. For almost 6 months I've been trying to get this response because I've done everything they said and I did not owe them anything as I stated to you thank you very much for your assistance I really do appreciate it

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid for 1 day car rental through avis on 7/11/23 to pick up on 07/14/23 in ******* for my son graduationfrom the navy. When I got to the counter to pick up my rental they wouldn't accept my debit card and I didn't have a credit card for my reservation. They told me that I couldn't rent the vehicle without a credit card so they will have to cancel the reservation. I had to make other arrangements to get around. I have used my debit card in different states for car rentals but ******* has stricter guidelines for they car rentals. I spoke with Avis customer service by phone right after they canceled my reservation to make sure they refund my money back and they said they would. They have no record of my payment that I made online on 7/11/23 which cleared my acct. I have contacted them and made a dispute with my bank. As of today I have yet to receive my money back. I have provided my bank and Avis my proof and documentation that they canceled the reservation and what I paid. My bank sees that the money cleared my acct but there is still no resolution to my problem which is getting my money back. I also have emails where I have contacted avis with no resolve

  Business response

  04/08/2024

  BBB #: ********
  Case: 57474974
  
  Dear Mr./********************, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Avis values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Based on the details provided we have processed a refund of $110.02 back to the **** card ending in 4623, please allow up to 15 business days for the refund to post. 
  
  Thank you for allowing us to assist you.
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  04/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 29, I reserved a one way rental car from Avis, picking up at the ******************* and returning in ******, **. When I picked up the rental, I was told to talk to the attendant to verify my ID. After checking in, he gave me two options for a vehicle, a Nissian Rogue and a ******* Tuscon. I had reserved a full sized vehicle so I assumed this was what they considered full sized. The attendant checking me in never asked if I wanted an upgrade and never said this was an upgrade. I also have an **************** Platinum card that gives me preferred plus, which includes a free upgrade. They were also having a sale that included a free upgrade. I reserved my rental with my AMEX code due to the benefits. When I went to check out, the attendant had me sign a bunch of documents and I specifically asked if there were any additional charges. He assured me I would not be charged anything additional unless I was late returning the vehicle. I also asked for a copy of what I had signed and was told I would be receiving an email. I never received any documentation via email. It wasnt until I saw my receipt after returning the vehicle that I saw an additional charge AND an additional hour charge for a late drop off. I contacted Avis and showed them my time stamped picture and they have said they will refund the extra hour but not the upgrade, even after explaining how I was never made aware of having to pay anything extra. The total for the extra hr and upgrade was more than the original amount.

  Business response

  04/05/2024

  BBB# ********

  Avis case #  63726439

  Rental # U656274242

  Your file referenced above 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 charges billed over your prepayment.  A credit of $167.14 has been issued to your **** 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

  04/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company will not return a lost company work iPhone. They have said the item is in their possession on numerous occasions. Employees are refusing to do the paperwork needed to properly return within 30 days. After 30 days the companys policy allows them to discard of any items not retrieved.

  Business response

  04/05/2024

  BBB# ********

  Avis case #  63539817

  Rental # U721306036

  Your file referenced above to the BBB has been forwarded to our office for review and reply.

  We have reviewed your e-mail and notes from your case.  Our records indicates that you received a call from ************************* in our Lost and Found Department.  The note details that your phone was found and you were making shipping arrangements with their office.  We apologize for the anxiety 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 provide you with this information. 

  Sincerely,

  Avis Response Coordinator 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Without any notice, I was charged a $450 cleaning fee for "excessive dirt" at the end of a rental. This rental was a standard rental for business in which I drove ~1 hour from the airport on the highway in standard conditions to a hotel and business park and then drove back to the airport. No activity I participated in would have caused the amount of dirtiness that would justify such a large fee and there was no visible issue with the car upon returning. I was not notified by Avis at all, and no explanation for the fee was included on my itemized receipt.I had to reach out personally to customer service to determine what this charge was for and they still offer no justification beyond "excessive dirt" for the fee. I believe they are trying to scam a distracted consumer out of a large sum of money.I have uploaded my receipt below for the trip, and my rental agreement number is U631308403. The thread I opened with customer service is tagged *********.

  Customer response

  04/03/2024

  The Avis customer service representative has responded to me since I submitted this complaint to note that the "damage" noted and $450 fee was exclusively as a result of smoke smell found in the car. I am not a smoker nor have I ever smoked in my entire life so there is no way I could have caused this damage. No one else rode in the vehicle with me through the duration of the trip either.

  I have attempted to escalate this with the business as well, but at this point they are trying to charge me for damage I did not cause.

  Business response

  04/03/2024

  BBB #: ********
  Avis Case: 63696462
   
  Dear Mr./****************,
   
  In regard 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 of unexpected charges has caused.
   
  If a car is returned to us with trash, dirt, evidence of smoking or cigarette residue that a customer leaves behind, a location will bill up to $450.00 to clean the car so that it can be rented again. From review of the rental and documentation provided by the location, we did find what appears to be a clerical error associated with the charge, as the charges are assigned to an associated rental after the restoration invoice has been paid to the detailing provider. 
  
  We have applied a refund of the $450.00 charge and this should reflect on your account within 3-5 business days. 
   
  Thank you for allowing us to assist you.
   
  Sincerely,
   
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  04/03/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was charged a $450 fee because someone smelled smoke in the vehicle. Absolutely not true. How can I be charged for something that was just someones opinion. I returned the vehicle in the exact same condition as when I received it.

  Business response

  04/03/2024

  BBB #: ********
  Case: 63045325
  
  Dear Mr./****************, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Avis values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Based upon the information you provided and the findings of our internal investigation, we have refunded the cleaning fee billed on the rental.  A credit of $450.00 has been issued to the **** account on file.  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,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  04/03/2024

  I have reviewed the business response and accept this resolution. 

*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. ↩