Business Profile

Auto Rentals and Leasing

AVIS

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints filed against this business, BBB only publishes the details for 15% of the total complaints filed.

Complaints

This profile includes complaints for AVIS's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,606 total complaints in the last 3 years.
1,381 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:03/19/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented from Avis rental Atlantic Blvd 1/26/25 - 2/18/25 Rental number U334375156 Nearly a month later 3/17/25 I was charged a cleaning fee of $450 for excessive dirt I went out my way to wash and vacuum this vehicle before returning this vehicle. Was notified of no charge at return. Ive emailed and called with no response. I spent over $2,000 renting from this company to be hit with a $450 unvalidated.
Business Response
Date: 03/19/2025
Avis Case: 71249823

Regarding the aforementioned BBB complaint 23085961

Based on the finding of our internal investigation, we have processed a refund for the cleaning fee billed to your rental. A credit of $450.00 will post to the 3320 within 3-5 business days.

My deepest apologies for any inconvenience we have caused you, and we look forward to seeing you at an Avis counter for a future rental.

Sincerely,

ABG Client Relations
Escalation Team
Avis ******************
Customer Answer
Date: 03/24/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/19/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
RENTAL AGREEMENT NUMBER ********* PICK and Drop: AVIS at ATL Airport Attached Avis reservation agreement and as per agreement the cost of rental was to be $280.30, but in final bill I have been charged for $287.75.Request to refund the excess charged as I have give the car in same condition with full tank of fuel. I had topped my fuel again just before handing over at a gas pump at the airport premises.Regards,*********
Business Response
Date: 03/19/2025
Avis Case: 71249615
Rental Agreement: U335007691

Thank you for letting us address your concerns about Complaint ID ******** regarding the BBB mentioned above.

At Avis ************* we are disappointed to learn whenever a customer finds some aspect of their ********************** experience less than satisfactory.

Feedback such as yours enables us to target areas of improvement. Please accept this apology for any error in recording the fuel level accurately. To make this right, we refunded the fuel charge of $7.45 back to the payment method on file. Please allow the credit to post to the account within 3-5 business 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 action.

Thank you for the opportunity to respond to this matter, and we trust your next car rental hire will meet your satisfaction.

Sincerely,

Avis ************
Response Coordinator
Customer Answer
Date: 03/26/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/19/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
February 20, 2025 $250.00 I rented a vehicle from Avis Rent A Car from the *********************** location in *******, **. The vehicle was picked up on 2/20/2025 and returned on 3/2/2025. I had a $250 authorization hold placed on my card from Avis Rent A Car and $75 from my credit card company. The rental car company released the hold on 3/2/2025. The bank still has not released the hold. I called the rental car company and my bank. I even performed a 3 way call with myself, the bank and the rental company. The bank wants a letter stating the hold was released from the rental company. The rental company told me from a supervisor the only way to provide that is to fax it to the bank. They have no way of emailing or faxing it to me. They can't even email it to the credit card company. The credit card company has no fax number. There is no way that proof can be sent and the credit card company won't release that until they get that from Avis. I have no way of getting the credit card company the documents they require because they can't be sent to me and they have no way to receive the documents the only way Avis can by Fax. I don't have access to my money and nobody can help me out. I want my funds to be released.
Customer Answer
Date: 03/19/2025
My bank reversed the authorization hold. You can close the case.
Business Response
Date: 03/19/2025
BBB #: ********
Case: 70314070

Dear ******* ******* *********,

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

Can you please provide us with the name of your financial institution so we can send them a hold release form.

Thank you for giving us this opportunity to be of assistance to you.

Sincerely,

ABG Client Relations Team
Avis ************
Initial Complaint
Date:03/18/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Budget Car Rental Period: 02/17/2025 02/19/2025 Rental Number: U131906950 Pick up location: RICHMOND INTERNATIONAL APO Drop off location: RICHMOND INTERNATIONAL APO Car Model/Make/Year: TOYOCAMR/CMRY/24 VCR Number: VCR9213120 Member Name: ****** ******** ****** Travel Booking Number: C457943902 Member/traveler email address: ************************* Member/traveler phone number: ********** Brief description of claim: Budget Rental through *************. Upon pickup, I reported low tire pressure warning; attendant said indicator just needed resetting. Next morning, tire was flat, hotel staff helped replaced it with spare; returned car for exchange. Budget apologized, accepted responsibility and exchanged car. However, I received repair bill 03/03/2025. The fact that the low tire pressure indicator was ignored is unacceptable and unsafe. Ignoring tire warning violated safety protocol and agreement. Desired resolution: Reverse unauthorized charge that was billed weeks after incident (March 3, 2025): Total: $ *****
Business Response
Date: 03/18/2025
BBB #: ********
Case: 71222244

Dear ******* ********,

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

Budget 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 damage fee billed on the rental. A credit of $76.02 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 ************
Client Relations Team
Customer Answer
Date: 03/25/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/18/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When I dropped off this car rental at Avis, there was no employee in the lot to assess the condition of the vehicle and I was only expecting to pay $145 as a total as that is was the employee at the front desk has told me would be my final cost. However I was charged $450 for cleaning and this was unauthorized. Nevertheless, I contacted a local car cleaner to ask what the price is for this type of cleaning and I was told that the max price is $120 if it was extremely dirty. This goes to show that Avis excessively charged me for a simple vacuum cleaning. Furthermore the business failed to inform me about this fee beforehand, otherwise, would have cleaned the car myself if I had known. The power was also out the day I went to pick up my car rental so getting my car was a mission in itself. The employee did my check in through her phone but she also put in that I had picked up my car at 10am when I'm actuality I picked up my car at 12pm so when I went to return my car at the 24 hour mark not only was the store closed but when I called Avis customer service, I was told that I would still be charged for an additional day because of that 10am discrepancy. The power outage also made it impossible for me to read the contracts I was signing because of the manner in which it was done which was via the employees cellphone. When I signing through the employees phone, I wasnt told anything about the contract and I couldnt read what I was signing. I wasnt provided a copy either. In addition, the company failed to inform me of additional charges even after the sale had closed. No one called me to let me know that a potential $450 would be taken from my bank account. I also wasnt sent a receipt with the updated charges and I had to find out when I checked my bank account. Quite frankly Avis failed to communicate with me and made my car rental process difficult. I also have images of when I dropped it off and it shows only minor dirt and minimal pet hair.
Business Response
Date: 03/19/2025
BBB #: ********
Case: 71184625

Dear ****** ******,

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.
Our records show that you called customer service today, March 19th, 2025, and agreed to a reduced cleaning fee of $125.00. Avis refunded $187.25 of the initial $450.00 fee for excessive pet hair. **************** also, as a courtesy, refunded the additional day that you had the car in the amount of $62.75. Please allow up to 10 days for processing.
Thank you for allowing us to assist you and resolve this issue.

Sincerely,

Customer Advocacy Response Coordinator
********************** ************

Customer Answer
Date: 03/20/2025
I have reviewed the business response and accepted this resolution. As such, this matter has been resolved
Initial Complaint
Date:03/18/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 26, 2025, I rented a vehicle from Avis Car Rental with the understanding that the cost would be covered by points from my Avis rewards account, as per the terms of my reservation. After completing the rental, I received a receipt showing that I was charged the full amount of $85.45, with no points redeemed as originally agreed.I contacted Avis customer service to address the issue. They reinstated the points to my account but refused to apply them retroactively to cover the rental cost, leaving me responsible for the full $85.45. This is despite the fact that the points were deducted from my account at the time of the rental, and I made the reservation based on the expectation that they would offset the cost.I believe this constitutes a bait-and-switch practice, as Avis failed to honor the terms under which I agreed to the rental. I am seeking a resolution where Avis either applies the redeemed points to cover the $85.45 charge, as originally intended, or refunds me the full amount. I have been unfairly left to pay out of pocket for a service I planned and budgeted for using my earned rewards.Thank you for your assistance in resolving this matter.
Business Response
Date: 03/18/2025
BBB #: ********
Case: 70970298

Dear ******* ****** ******,

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

Based upon the information you provided and the findings of our internal investigation, we have refunded the remaining balance billed on the rental. A credit of $59 has been issued to the **** account on file. We have removed the 1400 points that were to be added to your reservation to cover this cost. Please allow up to 10 business days for the refund to reflect.

Thank you for giving us this opportunity to be of assistance to you. We look forward to serving your future car rental needs.

Sincerely,

ABG Client Relations Team
Avis ************
Customer Answer
Date: 03/25/2025
I have reviewed the business response and accept this resolution.

Thank you
Initial Complaint
Date:03/12/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
First our booking time starts from 11:00 AM. We finally got a car after a while but before taking it out, some other customer came and took the car because the car was double booked (its not our mistake that you guys double booked). Then we waited another 40 min to get a car. By this time the pick up time is 12:30 PM so we asked the ***resentative if they can change the pick up time because its not our mistake that Avis couldnt find us a car. We spoke with a *** who technically was very rude - he told us we should be careful and its our mistake that we did not notice that its double booked (like how would I know), he kept cutting us when we speak and when my friend started saying something, he said you are not a customer so you cannot speak at all (mind we are really respectful and we would have been ok if you just denied changing the pick up time and just said sorry)1. Car was double booked 2. Waited another 1 hour to get another car 3. Pick up time changed so requested alteration 4. The person was extremely rude saying we are not attentive to not notice double booking 5. Did not allow us to speak , started fighting with us 6. Asked my friend to not speak at all because he is not a customer We got abused for the things we did not even cause and moreover the mistake of Avis
Business Response
Date: 03/12/2025
BBB #: ********
Case: 71067170

Dear ******* ****** ****,

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

Based upon the information you provided and the findings of our internal investigation, we show that when you called into customer service the agent provided you with a coupon for 1 free day on a future rental. 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 take complaint resolution seriously and therefore we have thoroughly reviewed your concerns. We have carefully read and listened to your concerns, and based our response on experience and the facts at hand. As such, we are not able to provide any further compensation. Your feedback is extremely important to us, and we hope that you continue to consider us for your future rental needs.

Sincerely,

ABG Client Relations Team
Avis ************
Customer Answer
Date: 03/24/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/12/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
rental agreement number: ********* start date: 2/27/2025 end date: 3/7/2025 pick-up: AVIS at ****************************************** drop-off: AVIS at LAX, ************************* The estimated charge for the rental was $310.35, but I was charged $398.47 because I only filled half tank of gas. When I picked up the car, the agreement was that I only need to fill half tank of gas, and I double-confirmed with the front desk. I called customer service and they said there's nothing they can do about it and I have to return full tank. I think they are violating the contract and overcharging me.Attached final bill and rental agreement when picking up the car.
Business Response
Date: 03/12/2025
BBB #: ********
Case: 70979621

Dear ******* *** *** *****,

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

Based upon the information you provided and the findings of our internal investigation, we have refunded the fuel billed on the rental. A credit of $88.12 has been issued to the **** account on file. Please allow up to 10 business days for this to reflect.

Thank you for giving us this opportunity to be of assistance to you. We look forward to serving your future car rental needs.

Sincerely,

ABG Client Relations Team
Avis ************
Customer Answer
Date: 03/24/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/11/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned a rental car clean. I don't smoke and I always ask for cars that don't have a smoke smell or weed. Call the Avis manager on ******************, you can ask them . We checked cars for smoke because I'm a pilot, and I don't want that smell in my clothes. They sent me an email Feb 10 with $450 charge saying damage. I returned the car with no reports on Feb 2. Then they sent a pic saying smoke damage with a 2-3 pieces of white plastic on the floor. I want these samples because they aren't cigarettes unless an employee places them there. I also want an immediate refund because this is a scam. I don't like being falsely accused. I don't see any burn marks and to charge me $450 for 4 pieces of white plastic is insane. I rent from Avis with a biz account, respect cars, and have never had smoke damage. $450 for 2-3 white pieces on the floor 8 days later is a scam.
Business Response
Date: 03/11/2025
Avis Case# ********
Avis Rental: 327512533

Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********

We have reviewed your Complaint and based upon the findings of our internal investigation; we have processed a refund for the cleaning charge billed to the rental. A credit of $450.00 will post to the **** card ending in 6488 within 3-5 business days.

Please accept our apologies for any inconvenience this matter has caused you. If there is anything further, we can do to assist, please do not hesitate to reach out to us.

Sincerely,

ABG Client Relations
Escalation Team
Avis ******************
Customer Answer
Date: 03/25/2025
Thank you Avis and BBB for listening to my concerns. This was unfair so I appreciate you investigating it further. I do not smoke and always return cars clean.
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/06/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was attempting to get back to my university after the Christmas break. My flight had been cancelled due to a snowstorm watch for the area, so my mother rented a car (Enterprise) for me to get home from ******** to ***************. The problem was that she put the rental in her name, not mine. I was so distraught at the fact that Enterprise would not rent to me, because I was less than 26 years old. They suggested trying BUDGET Car Rental. At this point, I am in tears thinking that I am not going to make it home before the snowstorm blows through. I walked up to the Budget counter to get assistance, still visibly crying and distraught. A tall African American gentleman (Manager) assisted me. He told me that there was nothing to worry about, that he would absolutely assist me with my situation, and that he would even waive my one way fee of $200. I asked him if he was really going to do that and he said he would do whatever that he could to help. When I received a copy of the bill, guess what was on it? The one way fee. When I phoned national customer service, the informed me that I have to speak with people at the counter at the airport to get the account properly notated. Otherwise, sorry but there is nothing that we can do for you. I have phoned the Budget counter at the airport many times, to no avail. No one ever answers for Budget, nor Avis - even though they share a counter at the airport and are both a part of the same corporation. This type of service is unacceptable. I feel like I have been duped and that this man said whatever he had to to rent a car this particular night, even if it was taking advantage of a struggling college student. This practice is predatory and should not be allowed. I would like the one way fee refunded, as I was originally informed that it would be.
Business Response
Date: 03/19/2025
Budget Case# ********
Budget Rental: 121108326

Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********

We have reviewed your Complaint and based upon the findings of our internal investigation; we have processed a refund for the one-way charge billed to the rental. A credit of $244.45 will post to the **** card ending in 1262 within 3-5 business days.

Please accept our apologies for any inconvenience this matter has caused you. If there is anything further, we can do to assist, please do not hesitate to reach out to us.

Sincerely,

ABG Client Relations
Escalation Team
Avis ******************
Customer Answer
Date: 03/25/2025
I have reviewed the business response and accept this resolution.

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AVIS is NOT a BBB Accredited Business.