ComplaintsforAVIS

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Avis created a reservation under # ********US2. Avis advises that they have electric vehicles and that we could call the site to confirm that they would have the tesla model we need to service the electric chargers. After multiple phone calls with the Avis call center and being told to call back to the center later using phone number ************ and they could assist then.. We were told today that Avis refuses to cancel the rental and provide a refund since the they cannot provide a vehicle type that meets our needs. They claim we have to drive 2 hours to the site and then find out they don't have the vehicle in order to proceed. However, if I didn't drive 2 hours, they are charging a $150 no show fee. We requested the cancellation and we were told it would charge us the difference of the $150.. yet they are the ones not able to provide the car we asked for.

  Business response

  09/15/2024

  BBB #: ********
  Case: 67755093
  
  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.
  
  We have canceled your reservation and requested a full refund. Please allow up to 15 business days for this refund to process. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  09/16/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Booked a rental 2 days prior with this location via the Avis Precheck, I arrived & they wouldnt allow me to rent the vehicle or any for that matter after swiping my ID. They scanned it once & told me that they were unable to give me an answer as to why.Just looking at me. I asked maybe I could contact Avis support & the owner stated, this isnt something Avis can control, seems like a *** issue.. I took this answer & contacted *** services via phone & after some minutes connected to their offices in town. Provided my license number & after confirming with a number I was transferred again & was told that my license didnt have any holds or the sorts.I then stepped outside & called Avis and was connected to a out of country support *********** told me that my billing city address was wrong, makes sense my ID is still showing a town over as my city versus my current in which I put via the precheck, again first time using this. They resolved it and I went back inside & told them who I spoke with being their recommendation of the *** & Avis myself & it should be resolved due my mistake. The agent told me that it wasnt up to him & the owner is right here. in which the owner responded were a contractor of the company and well try it again tomorrow. Mind you its a Friday around 4 so I just wasted about 30 minutes trying to resolve this now I couldnt get a vehicle? I said, I just literally spoke with Avis and they should have it resolved. & I again was told Tomorrow.From that point I know I wasnt crazy so I stepped out & performed another Avis rental pickup & choose my city airport location. I picked up my car in less than 5 minutes again via the precheck! No issues with them swiping anything & after the fact this is where I called by Avis about my experience. I was referred to a higher support member who was helpful & saw my newest reservation & alerted me that I should be receiving a refund for my Avis Seigan reservation.Was 8/21/24 no refund yet

  Business response

  09/13/2024

  Avis Case: 67743174
  
  In regard to the aforementioned BBB complaint case ID#******** 
  
  We thank you for contacting Avis regarding your rental experience. Avis is a company that is actively interested in and committed to providing the best all-around service for its customers. It is distressing to receive a report of this nature and to learn that a customer has found some aspect of their experience to be less than satisfactory.  
  
  Upon review of your rental details our records revealed that when the rental was cancelled on August 21, 2024 the refund of your prepaid reservation failed to process automatically. When this occurs, our team must manually process the refund. 
  
  Our prepaid department has followed up on your complaint and have manually processed the refund in the amount of $177.78.  Please allow 5-7 business days for the credit to show in your account. 
  
  Please accept our apologies for any inconvenience this may have caused. 
  
  Sincerely,
  
  Customer **************************************************************************************** Inc. 

  Customer response

  09/16/2024

  I have reviewed the business response and accept this resolution. 

   

  They have refunded me my amount. 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am hoping a member of the Avis Corporate Team can reach out to help address the following issues: 1) I had a car break down and was told I would be reimbursed for the taxi. I provided the *** Airport Avis with all the information and I still have not received my reimbursement 2) I was charged for no-shows for reservations that I did not make. I attempted to dispute with the ********** and Avis never followed up 3) I was issued a new Avis wizard number and lost all my old points and would like those added back.

  Customer response

  09/05/2024

  Hi - I have multiple reservations and issues. Can I please l have someone with Avis so I can work through all these issues with? 

  Business response

  09/05/2024

  Complaint ID: ******** 

  Avis Case: 67637422

   

  Dear **************, 

  At Avis Budget Car Rental ********** any difficulties or problems encountered by a customer is a concern to us. 

  We are sorry that you have communicated several issues that require our attention. Please provide us with the following requested details: 

  a) start date of rental for Indianapolis rental 

  b) Reservation/Confirmation number 

  c) Rental Agreement number

  d) copies/images of the taxi fare expense

  e) Reservation/Confirmation numbers of the no-show fees charged

   

  An wizard number C9*9** was found and this profile has been active since January 2017 year. This profile indicates you have 8664 points available for redemption. Is there another profile number for us to research? 

   

   

  Awaiting your reply. 

   

   

  Customer Resolution Coordinator 

   

   

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 4th of 2024, I arrived at this Avis location to rent a car. I was asked for my license and debit card prior to any discussion regarding rates or rental agreement, when I realized I had gotten charged $382.92 I immediately told the team member and she let me know they charge the card without the need of a signature or authorization even when their policy CLEARLY states that its required. As far as Im informed, anything regarding a contract or rental agreement requires the customers authorization via signature and at the very least some information regarding fees and prices before making such transaction. Employee provided me with a fake name *******, Police confirmed that was not her actual name. I received a copy of the UNSIGNED agreement which states that a signature is required in order to authorize a payment and in order to go through with the rental but as I stated I was never asked to sign nor was I informed of any information/fees regarding the rental. I never gave my consent to any transaction. I was told I would get refunded in 3-5 business days and no apology was given from the team member or any attempt on fixing the issue, the employee got physically upset and left the office unattended while she waited for me to exit the office. I contacted authorities and a police report was made on the business.

  Business response

  09/06/2024

  Complaint ID: ******** 

  Avis Case: 67647950

   

  Dear Jersson Proenza, 

  At Avis Budget Car Rental ********** we are disappointed to learn whenever a customer has found some aspect of their ********************** experience unsatisfactory. 

  We are sorry for any misunderstandings about the requirements to qualify for rental using the **** program. Our goal is to be fully transparent about the terms and conditions to qualify. 

  By way of explanation, during the contract processing our system with submit an authorization hold in the estimated amount of the rental plus $200.00. This transaction often causes funds to be suspended for use of the card holder. 

  We appreciate your taking the time to apprise us of the experience. Only by being made aware of an issue can we address it. 

   

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

   

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled a car rental through Avis customer service in which the employee stated on a call on July 28th stating there would not be a cancelation fee. I was then charged a $50 dollar cancelation fee on 7/30, I called customer service again on 8/15 to have this re-funded and was told it would be refunded in 3 to 5 business days. This did not happen. The Avis case id for the refund is ********. I then re-called on 8/22 and was told they needed more information which I had already given them. Again I was told to wait 3-5 business days. I have now waited those business days and called again on 8/29 and am being told that it is out of their hands since it has still not been refunded. I am looking for the refund to be applied to my card. Thank you.

  Business response

  09/05/2024

  BBB #: ********
  Case: 67276007
  
  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.
  
  We have processed a refund for the $50.00 no show fee, please allow up to 10 business days for this refund to process. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Avis reservation number: 48179001NZ3 Pickup: May 30, Dropoff: Jun 23, Location: ******************************,QP0, Avis Case: ******** Booked and paid a prepaid car for $1435.28, at pickup was told they had issues processing and I needed to pay a hold amount of $1541.98. Afterwards to contact customer service to get refunded this following vehicle return.Contacted customer service via phone and email many times to resolve, was eventually refunded the prepaid amount of $1435.28, when I should have been refunded the incorrect later charge of $1541.98 Have reached an end with customer service, they are unwilling to help and do not seem to understand the issue either. Avis needs to refund the full correct amount incorrectly charged and honour the proper prepaid charge that was booked, the difference owing to refund and close this matter is $106.70 Summary: Avis refunded the smaller charge instead of the correct larger charge, need difference of $106.70 refunded to make correct.Thanks for your assistance in resolving this.

  Business response

  09/13/2024

  BBB #: ********
  Avis Case: 65870939
   
  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 any misunderstanding on our part and the inconvenience this matter has caused.
   
  We have noted the discrepancy between your reservation confirmation from your prepayment and the completed rental. A report has been made with our IT to further investigate and address this issue. 
  
  The difference of $106.70 from the original quote has been submitted to your **** card on file ending in 2848; please allow up to 7 days for processing. 
  
  Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
  
  Sincerely,
   
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  09/15/2024

  I have reviewed the business response and accept this resolution. Thanks to Better Business Bureau for providing this service and help. Thanks to Avis for resolving.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car from Avis to pick up from the *********, ********** and return to the ***********, ********** locations from ****** 21 through ****** 26.Arrived at the ************ location and the app didn't show a rental. Waited in line, was handed a key and told it was for a ****** RAV4. Great, that's what I ordered.Upon arriving at the car, noticed it was dirty / not well taken care of. We loaded luggage in, started the car, 60K miles. OK, fine. As we went to exit, there was no one to check us out, so we went to the hotel. Arrived at the hotel, before turning off the car noticed a little warning light on the dashboard. Figure it can't be that serious because they just gave me the rental. After taking our luggage out we noticed the license plate was expired. Frustrating, especially given the relatively poor condition the car was in. Since we are on vacation and going to the theme parks, I thought nothing more and parked it so we could go to ***********Spend a couple days in ********** and depart on Saturday ****** 24th to go from ************* to ***********. Same warning light on dashboard, but we start our drive. On the way to LA we stopped by ******************. In ****************** after starting the car again, a new screen popped up on the car dash indicating the back left tire pressure was extremely low (it had a lot of warning signs). This must be what the yellow warning light on the dashboard was.Talk with my wife, we decide we don't want to mess with the car. Expired license plate, dirty, dangerous back left tire pressure - we decide to drop off the car a day early on Sunday ****** 25th. On Sunday morning, we drop it off at LAX, and I notify the advisor of the issues. He doesn't seem surprised coming from the ************ location since it is smaller. I sent a complaint in to Avis on that Saturday, and received a follow up email from them on Sunday morning. I notify them the details, ask for a refund. They provide a partial refund but still charge me $636.82.

  Customer response

  09/04/2024

  ***Please provide the following information to help the business pull up the account:
  
  Reservation Number: 755011611
  ******'s Name: *********************
  Rental Location: Pickup at *************************************************** in *********, **, return to ********************************* in ***********, ***
  Exact Date/Year of Rental: Booked August 21, 2024 through August 26, 2024, however returned the rental one day early on August 25, 2024 due to issues described.

  Business response

  09/05/2024

  BBB #: ********
  Case: 67473381
  
  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.
  
  Our records show that you have already contacted our **************** about your complaint. Based on our review your rental was discounted from the estimated total of $1,021.37 down to $621.74. While we understand you do not agree with our findings we do feel that the previously offered adjustments are fair and reasonable and no additional adjustments are warranted. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  09/06/2024

  I am rejecting this response because: the adjustment is only fair when considering I returned the car a day early, but does not consider all of the issues for the car you gave me. That is inappropriate, and you need much better controls in place! There should never be a situation that a family receives a car with an expired license plate let alone dangerous tire pressure while they are on vacation trying to enjoy the theme parks. I have used Avis for many years now solely for our family vacations, work trips, but no more - you have lost a customer with this response.

  Business response

  09/12/2024

  BBB #: 22210408
  Case: ********
  
  Dear Mr./****************, 
  
  Thank you for your reply, and we do apologize for any frustration that this has caused you.
  
  We have noted you additional comments under case ********, again any additional credit has been denied.  
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  09/12/2024

  I am very disappointed that you have closed this case and considered their response acceptable. This is a rental car company that gave me a car that had both an expired license plate and low tire pressure, and I returned it a day early because of these terrible conditions. The partial refund they provided was only because I returned it a day early, they did nothing to address the other issues.

  Again, very disappointed, and you should reconsider why your service exists if you are not actually advocating for customers being taken advantage of by these big businesses.

  Customer response

  09/12/2024

  Folks, please, I am begging you do not let this AVIS location do this to anymore customers. There is plenty of evidence out there this location needs consequences for what they are doing to people!

  Yelp reviews: ************************************************************************************

  Google reviews: ************************

   

  Excerpts:

  Aug 2024: "They refuse to confirm that rentals are returned and all they can say is "be patient". It has been 5 days since I returned my car and no one at Avis can confirm that they even have the car and refuse to provide a receipt for the rental."

  Aug 2024: "Apparently, Avis added this optional damage waiver to our rental without properly discussing with us during the rental pickup. "

  June 2024: "We picked up a rental from ****** Travel, we declined (as always) LDW coverage because our credit card provides car rental insurance. Car rental returned, no agent available, to process our return, we were told to leave car and receipt will be emailed. We received a copy of our receipt and they charged $25 for LDW."

  Feb 2024: "This has been the most ridiculous rental experience I have ever had. Not only did you guys cause a great inconvenience for our family with the bad and UNSAFE experience."

  Dec 2023: "I scheduled a pick up for 7pm and received a Jeep Grand Cherokee as my first rental car. On my way home, an alert popped up on the dash saying that an oil change was needed. I called Avis customer service and was told to go back to Avis to exchange the car. Waited in line, again, and got back into the office and was told to drive down to the exchange/return area and tell them I wanted to exchange the car. Received the exchange paperwork and walked back to the office, did not wait in line this time, and was told the only cars they now had were a pickup truck or a 2024 **** Escape. I took the **** Escape. Finally got home around 8:30pm. Loaded the car up that night and took off the next morning. Before we were able to leave, we noticed the interior of the car was NOT CLEAN."

  Oct 2023: "The vehicle had no gas at all gauge did not even move. I took a picture as instructed. Upon return they charged me for a tank of fuel"

   

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is ***********************, and I have been a loyal Avis customer for the past two years, consistently renting vehicles for my work as an **** driver. Unfortunately, a recent experience at this location has left me deeply dissatisfied and compelled to seek assistance from the BBB.On August 24th, I discovered that Avis did not charge me for my rental on the usual billing cycle date of Wednesday, August 21st. This is highly unusual as I am always automatically charged on time. Concerned, I contacted Avis and was informed that no attempt was made by Avis to process the payment on the scheduled date. Typically, if a payment attempt fails, I am taken offline from **** until the payment is resolved, which did not occur this time.Upon noticing this discrepancy, I immediately visited the Avis to address the issue. To my surprise, I was informed that I would be charged a late fee for not making a payment, despite Avis failing to attempt to collect the payment on the due date. Although I reluctantly paid the charges, including the late fees, and returned the rental car, I firmly believe that I should not be penalized for an error on Aviss part.When I discussed this situation with the employees at the location, they agreed that the charges were unfair and advised me to speak with the manager, *******. I attempted to resolve this with her on Monday, August 26th, but was unable to reach her. The following day, August 27th, I finally met with her, but unfortunately, our conversation did not go well. I found her behavior to be extremely unprofessional and disrespectful, which I recorded as evidence.I am seeking a refund for the late fees that I was unjustly charged due to Aviss failure to process my payment. This situation was caused by Aviss error, and I believe I should not be held financially responsible for their mistake. I trust that the BBB will assist in mediating this matter and ensuring that Avis takes the appropriate steps to rectify this situation promptly.

  Business response

  09/05/2024

  BBB# ********

  Avis case # 67531604

  Rental # U928131805

  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 late fee billed on your rental.  A credit of $50.35 was issued to your **** account on August 30, 2024.  The credit will post to the account within 3-5 days from the processing date.  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

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a vehicle from a Thursday to Monday and on Saturday morning, the vehicle experienced transmission issues and needed to be towed. I was then instructed to retrieve a new rental vehicle from the airport over an hour away in another state. They provided a ride share service that wouldnt pick me up due to the length of the trip. Over an hour later, a ride share service was available and I had to take my infant child with me in a strangers car due to the situation. I had to drive over an hour back through the mountains and missed important scheduled events due to this inconvenience. I am only being offered a compensation of one (1) day equivalent to $68.22 even after I spoke with a representative that offered me a 3 day refund since I had already used 2 of the 5 days. They wont transfer me to a supervisor. They wont honor the days quoted for the refund. They wont compensate me for my time that was inconvenienced and wasted. I am seeking compensation for this extreme inconvenience. Not only was I in a completely different state, but I was also required to miss important events that I paid for due to this negligence. My childs life and mine were put in danger because their rental vehicle had a transmission issue and I had to ride over an hour with a stranger.

  Business response

  09/05/2024

  BBB #: ********
  Case: 67151568
  
  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.
  
  We are incredibly sorry for the experience you had and the stated condition of the vehicle that you received. Although we realize that we cannot make up for a disappointing experience such as this, we have refunded another day from your rental, this is an additional credit of $66.09, please allow up to 10 business days for this refund to post back to the **** card on file. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got online & reserved a car from Avis to drive from ******, ** to Gillette, WY, the internet price was $168. I waited for 53 minutes in line to pick up my rental and I was charged $500+. When I asked about it I was told "Don't worry. That'll back off in a couple of days." I should have asked for more clarification but after such a long wait I was anxious to get on the road. What "backed off" was $200.00 for a deposit, which makes no sense as they had my card on file at this point. What I am angriest about is I was ultimately charged $264.99 for the 10 hour rental PLUS I was charged $30.99/day for a "loss damage waiver", what is that?, I refused all additional services and provided my insurance carriers name. I was also charged $51.97 for a "estimated optional service tot taxable", what is that?, I am assuming for toll fees? There was another $32.40 for "*****% concession recovery fee", I'm starting to ask WTH? NONE of this was I told about nor asked if I wanted it. ALL of their other fees and charges are "hidden fees" until after the rental is complete. They advertise a rate on the internet and should honor that. I should only have been charged $168.00 plus $22.26 tax OR $190.26. The $333.84, that my credit card was ultimately charged, was obtained through deceptive means. I have little doubt they've been able to do this for years and no one double checks or just assumes rates changed in the 2+ weeks since they reserved it. This was a same day transaction! What do I want? I want a refund of $165.84 so that I am only paying what they advertised. What they do is nothing short of false advertising resulting in deceptive charges and ultimately theft.

  Business response

  09/04/2024

  BBB #: ********
  Case: 67491554
  
  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.
  
  Our records show that your reservation was booked online for an estimated total of $356.16 as can be seen on the reservation confirmation email that was sent to you on August 17th, 2024. We do not see a rate of $168 listed. If you have an email or screen shot showing the rate of $168, please provide it for our review. We show that our **************** Team did remove the fuel charge bringing the charges down to $376.28. The reason the charges came to $376.28 vs. the $356.16 listed on your reservation was the unlimited toll service for $11.99 that was added to the rental. This service prevented you from being charged for each toll separately in addition to a daily convivence fee for the tolls.  
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

*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. ↩