Complaints

• Initial Complaint

  11/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My name is *************************************** and on March 3rd, 2023 I tried making a reservation this morning which went through but didn't show up on my app. I was on hold for over 30 minutes to speak to someone, I brought up the issue with the representative and then she told me that I was on a "Block List" which is impossible because I thought I had a good account with **********************. When I asked why I was on this list, she couldn't give me a reason why I was on the list. I can't believe that I am on some list and no one can explain to me why I'm on it. I've been renting with Avail for the last two years. I am requesting the following from Avail: I would like to have my membership reinstated, I would like to know why my account was rested and blocked, and I would like to know, since I have had me account, have I ever have any blemished that would have flagged my account.

  Business response

  11/22/2023

  Avail is working with customer to resolve complaint and answer his question about his borrowing privileges.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to get in touch with AVAIL, which is the rental ******** of *************************** Unfortunately, they do not have a phone number, and the only way to communicate with them is through a chat line or email. I have spoken to one of their staff members, *****, regarding an issue with my car.Apparently, AVAIL has been renting my car (a 2017 **** Edge with ****** miles) for ten months, and I recently received a notification that the check engine light came on, and I need a new engine. However, without my permission, they took my car to a **** dealership they choose. Since a new engine is a major repair, I need more details about what exactly happened to my car. Unfortunately, AVAIL informed me that they do not take phone calls and will remove the tracker on my car, asking me to pick it up. The car was supposed to be shared from May 2023 to October 2023.On July 22, 2023, at 6:21 AM, I received an email from AVAIL Support stating that my 2017 **** Edge cannot be shared because it requires service due to the check engine light being on. However, this maintenance is not covered by AVAIL, and I need to pick up my vehicle within the next three days. Once I complete the necessary repairs, I can re-list my vehicle. Despite several attempts to get in touch with AVAIL staff, I was not able to get enough information regarding the repair cost estimate that they sent me via email.According to AVAIL's policy for long-term rentals, my car should have been taken care of with their ***************** Services and Safety Review Authorization. This includes a safety review of the vehicle and certain light maintenance services to ensure that the vehicle is in a safe operating condition. Moreover, I authorized AVAIL to check and fill my vehicle tires, top off windshield wiper fluid, check engine oil levels, coolant levels, and other essential fluid levels. All of these were preventive maintenance care. However, according to the **** repair center, my car arrived without any coolant, which caused the engine failure.I have paid for a warranty on this vehicle that allows the engine to be replaced at the cost of a $200 deductible, which this warranty expires in November 2023. Therefore, I want AVAIL to pay the $200 deductible and any additional costs. Additionally, because of this repair, I want them to replace the extended Premier warranty for my 2017 **** Edge to cover any other issues caused by this repair. The cost of this is estimated at $2,500.I have been trying to get support from AVAIL's Escalation Team via email. After several exchanges, ***** from the team emailed me on September 6, 2023, promising to contact me. We talked again on the 22nd, but I have not received any response to my subsequent emails. However, after sending a request to the corporate office, ***** replied that they would pay $200 towards my car repair. The total cost was $8,883. They investigated with the car dealership they chose to send my car to about the cost of repair and warranty that will repair the car. All without my input or permission.Unfortunately, the issue with my car remains unresolved, and I need mediation with Allstate or corporate office. I am out of the country and will not return until October 14, 2023. When I return, I urgently need my car and hope to get answers and assistance as soon as possible. Avail Car Sharing Service Attn: Legal Intake Unit *********************************************************************

  Business response

  11/01/2023

  Avail contacted the dealership, Napleton Ford,  where ************** vehicle was inspected.  
  Dealership advised that the damage to the engine was a result of a coolant leak into the engine, which is a known manufacturers issue/defect and advised that the customer follow up with the manufacturer.
  
  The known manufacturer issue and fix is documented on the National Highway ***************************** website as a technical service bulletin- ***********************************************************
  
  It is our understanding that at the time of this response, ************ has picked up her vehicle from the dealership.
  It is our understanding that  ************ was advised by the dealership to follow up with the vehicle manufacturer.
  
  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I rented a car from Avail from 6 am to 7 pm on July 1. I returned the car on time but I could not finalize the return on my phone because my internet stopped working. I then reached out to Avail support who advised me to drop off the keys in the emergency box, which I did. I also texted them a video of me dropping the key in the emergency box as they had requested. I still have a record of the video and the texts on my phone.Avail continued to charge me for 3 days as thought I still had the car. During that time I reached out to their support staff several times to let them know that I was still being charged. They told me that they had escalated the issue and that it will be resolved soon and that I will be refunded any fees that I was charged during that time. On July 4, Avail refunded the fees they had charged me which totaled $213. However, they made an unauthorized charge of $232.17 on the same day, July 4th. In total Avail charged me $309.56 when I should have only paid $77.39. I informed Avail about this unauthorized charge when it happened but they haven't refunded me. I still have the chat messages I had with their support staff.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Avail, the car sharing company, supposes to return my shared car on 12/09/2022. However, they said the renter did not return the car. On 01/09/2023, they said they recovered my car, but it needed a small repair On 01/30/2023, they said they dropped off my car at *************************** for repair.On 02/17/2023, I asked ***************************, and they said they had never seen my car.Avail admitted they lost the car and they don't know where the car was. I have been asking them to file a police report but they kept on saying they are working on it, and the police report is still not filed after 1.5 month I only attached a few email conversations between me and Avail, I have a lot more.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  12/28/2022 Business made an unauthorized charge on my card of $518.Recently, they took my vehicle for service. They sent an estimate in the amount of $430 for the portion I would be responsible for, which I approved. At the conclusion of the service, they sent me a bill for $518. I asked them to adjust it to the original estimate and I would provide payment details. Instead, they ignored my request and made an unauthorized charge of $518 on a card I didn't even give them access to for this purpose. I want the unauthorized charge refunded in full immediately. I will provide payment details for the agreed upon amount as originally stated.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed my car on Avail Car Sharing in January of 2021. The very first customer that rented it out stole it and it was found by their recovery team after a few weeks. In July of 2021 I picked up my car due to engine lights that needed serviced. Upon picking it up I found yellow paint splattered all over my black leather in my 2015 ****** Forester. Additionally I found dents on my car. I sent pictures to them as they requested. I quickly informed Avail and they advised me to get an estimate for a detail and they will get everything fixed. After visiting several detail shops they said we cannot remove the paint cause it will ruin the leather. It is best to replace your seat covers. So then Avail asked me to get estimates for replacement of the covers and email them the estimates. The dealership advised due to backorders and the pandemic it may take up to 6 months to get everything ordered and repaired as parts will come as they're available. Since this is our only car; we're unable to leave it in the shop for that long so I requested Avail to send me the check and I will manage the repairs at my convenience. Initially when I dropped off the car in January of 2020 I was told there's nothing to worry about ****** because each vehicle is covered by a million dollar policy through Allstate. This was one of the reasons I felt at peace leaving my car with them. I have been in touch and I have been constantly calling them to file a claim with Allstate so I can get my repairs done and every time I call - they tell me the leadership team is working on it and they will be getting in touch with me. We are in November of 2022 and till this day I am getting the same story. Our only one car is still being driven with dents and splattered paint in the interior which was caused by Avail's customers. I am sick and tired of asking them for a resolution. I had to fly down from an overseas trip by September 30th to get them additional estimates that the leadership team had requested.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 11/6 i was in desperate need for a car to get to a work emergency. I downloaded this app paid the rental fee and picked up the car. 2018 and it smells like the owner was a heavy smoker. Drove too and from work and dropped car off. 11/7 was emailed that i was to pay 150$ smokers fine. I dont smoke so this is strange but the car smelled from the owner. They sent evidence pictures of ash that have no real evidence at all. Then on 11/8 i was charged an additional 60$ for ***************. It rained all day and the car had normal dirt in it for a day rental. I tried to call and explain only to be told oh well nothing we can do.

• Initial Complaint

  10/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I used this car share service and to be quite honest I was excited to do so and if things had not gone the way they did I would either be using them currently or about to be. Each day I paid for the vehicle via ****** browser they only had an app for Apple users at the time. They have amazing cars and rates. I spent 795 for two weeks with them and was going to do it again however I was blocked from using their platform by the trust and safety team I was told they could see why I was blocked but we're not either allowed or going to share the issue with me and the decision was final and unable to be disputed. I used my PayPal debit MasterCard for the entire time. During booking I was on phone and I needed to make a payment but the rep said they do not accept PayPal I think it was third day and I just was like ok I need to go but got the website to load finally and used the very card they said they do not accept to pay. They accept **** and MasterCard debit cards and credit cards they do not accept prepaid and my PayPal is not prepaid so I feel that *** be the issue and I find their policy to be violating my trust I deserve at least the right to know the problem after spending that kind of money and everyday payment was successful if they don't accept it then they should refund me and have not but I didn't do anything wrong by using that card and the website allowed it so I find that to be dishonest. I want to know what the issue was and since they don't accept my card they need to refund that trip shady business practice to stop a customer willing to pay 794 for two weeks without telling me and at least offer an explanation

• Initial Complaint

  09/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Avail Car Sharing has denied me equal access to car rentals without cause. While I meet all of the eligibility requirements, and I have rented cars from Avail 3 times in the past 18 months, on 9/28/2022, I was denied access to a car rental and my account was permanently blocked without cause and without any available paths for escalation.I believe that this company used adverse information from consumer reporting agencies and is refusing to provide the information to me so I can dispute it, as per the FCRA.I have made 2 attempts to contact the business without success.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have an Account with this car sharing service my account shows that my LICENSE AND PERSONAL INFO has been VERIFIED i try to book a car for my trip and i am told i have a block on my account for reasons they cannot tell me. I asked for a higher person to talk to be able to straighten things out and was rudely told by a CSR rep theres nothing they can do for me and that the decision was final.

*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. ↩