Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  At the time of rental, Avis counter staff explicitly informed us that the daily rental fee for our agreed upgrade would be approximately $60, after applying the company discount. This is consistent with the line on the receipt stating Agreed upon upgrade at ***** /Day. However, the receipt now reflects a total base fee of $1,019.26 for 7 days, which is far higher than the agreed-upon discounted rate. This calculation appears to align with the undiscounted daily rate of $151, which was never communicated as applicable in my case.Furthermore, during the rental process, we directly asked the counter staff if the total amount displayed at the time (~$1500) would be the final payment due. The staff assured us that it would not be, explaining that the amount included a deposit and that the final total charge would only be around $500$600 more than our original booking charge ($388.88), totaling approximately $1,000. This assurance was critical in our decision to proceed with the rental upgrade.This discrepancy is unacceptable, as it directly contradicts the agreement made at the time of rental. Either it is a communication gap, or an intentional fraud, it reflects the lack of business credibility of Avis.We would like to get a resolution from the counter explaining in detail the base fee breakdown and why it contracts both the stated rate (56/d) on the receipt and the counter staff's statement.

  Business response

  01/14/2025

  BBB# ********

  Avis case # 70197306

  Rental # U323182215

  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 adjusted your charges.   A credit of $568.32 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 

  Customer response

  01/14/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 9/26/2024- 9/29/2024 I reserved a ***, via prepay, upon arrival to the airport I was told the *** was not available, I was downgraded to a minivan, I was also told since there is a price difference I would receive a refund for the lower price. I have not received any type of compensation at this point. I've contacted Customer Support, and they told me there is a no refund policy for any down grades, which is unfair. Had I known, I would never prepay up front. I paid $270.64 for the rental and the ************* $226.46 I would like a refund for $ *****.

  Business response

  01/13/2025

  BBB# ********

  Avis case # 70167029

  Rental # U747876382

  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 adjusted your bill as promised.  A credit of $44.18 has been issued to your **** account.   The credit will post to the account within 3-5 days.  We apologize for the inconvenience this matter has caused.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs. 
  
  Sincerely, 

  Avis Response Coordinator 

  Customer response

  01/13/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rental Agreement #: U310566900 Rental Vehicle Info: ****** Camry Hybrid License Plate: (CA) ******* Returned the ********************** vehicle 12/31/24 at 7:46PM, called multiple times to close the rental and get a rental receipt and nothing yet till this day, credit card has been charged and the app keeps showing "After dropoff window" with the rental charges keep increasing. Arrive at airport and dropped off vehicle at around 7:46Pm on 12/31/24. Attendant came to help, and told use we are processed and can leave whenever ready.

  Business response

  01/10/2025

  Avis Case: 70124441
  Rental Agreement: U310566900
  
  Regarding the BBB as mentioned above, Complaint ID: ********. Thank you for your recent inquiry regarding your rental experience.
  
  Avis values our relationship with our travelers and always strives to do the right thing. We apologize for the inconvenience this may have caused.
  
  According to our records, the vehicle has been checked in, your contract has been closed with no additional charges, and an updated receipt has been emailed to you to confirm the transaction. 
  
  Once again, we apologize for any inconvenience caused. We hope to provide you with a much-improved experience in the future.
  
  Sincerely,
  
  *. *******
  Avis ************
  Customer Advocacy Response Coordinator

  Customer response

  01/10/2025

  I have reviewed the business response and accept this resolution. 

  Avis should better train the attendants at the location, worst service ever. 

• Initial Complaint

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rental number:U765714331 Dates: 06/15/2024 - 06/16/2024 Subject: Dispute Regarding Damage Claim from Budget Rent-A-Car Dear Better Business Bureau,I am writing to formally lodge a complaint against Budget Rent-A-Car regarding an unjustified damage claim. On June 15, 2024, I returned a rental vehicle to Budget Rent-A-Car at ***********, *******, **. Upon return, the vehicle was inspected by the companys representative, and no issues or damages were identified at that time.However, on January 3, 2025, I received a letter from Budget Rent-A-Car claiming that a nail was found in one of the vehicles tires and demanding a payment of $81.51 for repairs. This accusation is both delayed and unsupported by any evidence.Given the six-month gap between the return of the vehicle and the notification of the alleged damage, I have serious concerns about the validity of this claim. No documentation, such as photographs or a detailed report, has been provided to substantiate that this issue occurred during my rental period. Furthermore, the delay in communication suggests inadequate procedures for inspecting and addressing vehicle conditions in a timely manner.I kindly request your assistance in resolving this matter. My desired resolution is for Budget Rent-A-Car to withdraw this baseless charge and to provide written confirmation that the claim has been dismissed.Please let me know if you require additional information to facilitate the investigation. I appreciate your attention to this matter and look forward to your assistance in resolving this dispute.Sincerely,**** *****

  Business response

  01/10/2025

  BBB# ********

  Budget case # 70147244

  Rental # U765714331

  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 stopped the damage charge associated with your rental.  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, 

  Budget Response Coordinator 

  Customer response

  01/10/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a car through *********** for one week rental for $450 cnd. The bill when I dropped it off was $808 us. They gave me optional services which were fuel (even though I had filled up), road tolls and insurance that I did not know about or agree to. I would like them to Please drop the additional charges and simply charge me for my original booking.

  Business response

  01/10/2025

  BBB# ********

  Avis case #  70204464

  Rental # U317273924

  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 fuel charge along with the coverage charges billed on the rental.  Since the toll fee is paid to the municipality, this charge is not able to be refunded,  A credit of $380.06 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 

  Customer response

  01/10/2025

  I have reviewed the business response and accept this resolution. Thank you for looking into this for me and rectify the situation. Many thanks  

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This complaint is in regards to RA *********, dates of rental 12/31/24-01/02/25, pickup and drop off at ********************************, *************. After I had picked up the vehicle, I discovered the vehicle was not properly cleaned, and took photos of same. I also discovered a minor mechanical issue with the vehicle. Upon my return of the vehicle, which was filled up at the gas station on PIT property, I explained to the manager what had occurred. He seemed sympathetic, and told the check in agent to mark down the issues on the vehicle. Furthermore, the original price of the rental was supposed to be ****** and change, but my card was charged over ******, supposedly for not bringing the vehicle back on a full tank of fuel, which is completely false, and was witnessed by my fianc, who accompanied me to return the vehicle. (The vehicle was left running when I returned it, so perhaps this is where the fuel charge came into play, and I believe the vehicle wasnt physically checked in until later, and the return was back dated to show the time I physically returned the vehicle.)

  Business response

  01/10/2025

  BBB# ********

  Avis case # 70204046

  Rental # U281914485

  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.   Our records do not indicate that you were billed a fuel charge.  In an effort to recover your future business we have e-mailed a coupon to you under separate cover.  The coupon is linked with Profile Number  T4965U.  We hope that you will redeem the coupon and give us the chance to restore your faith in us.  

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

  Sincerely,

  Avis Response Coordinator 

  Customer response

  01/10/2025

  I have reviewed the business response and accept this resolution. I was erroneous on the fuel charge , but the mechanical issue and the attitude of the manager is a matter I consider resolved. 

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This is ******** *******. I previsiously used Avis comany and all my reservations were fine. This time there was a mistake in reservations I needed a car from ********* to *********** on Jan 3rd 2024 (one way) but on reservation was made to *************. I didn't notice this mistake, and it resulted in me returning a car to LAX and charged a fee of 500 $. In my renatl agreement there is no mention of the 500$ fee for changed location. I was notified about it at the arrival to *********** without any possibilitry of clarifying the reservation. Please could you review my claim Desired Resolution**: I am requesting a refund of the $500 fee since it was not in my renatl agreement. I hope for a prompt resolution to this matter.Reservation Confirmation: Avis reservation #********US1 RENTAL AGREEMENT NUMBER: ********* Date: 01/03/2025

  Business response

  01/09/2025

  Avis Case: 70132352
  Rental Agreement: 316517574
  
  Regarding the aforementioned BBB Complaint ID: ********, thank you for allowing us to address your concerns.
  
  We're sorry that you received a service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. 
  
  We understand there was some confusion when booking your rental. It appears you booked your reservation as a one-way from ********* to *************, although you intended to drop off at the *******************. Your rental was charged a $500 drop-off fee due to an error.
  
  We sympathize with the inconvenience this caused and, as a one-time courtesy, we have adjusted the one-way fee to reflect a $150.00 charge. A credit adjustment of $419.01 has been issued to your method of payment as a goodwill gesture. 
  
  Kind regards,

  Response Coordinator
  Avis *****************;

  Customer response

  01/10/2025

  
  I have reviewed the business's response and accept this resolution. The fee was reduced to $150, which I am okay with. The initial fee was $500, which was very strange and never properly documented in my contract.
  I am very impressed with BBB's work in helping customers who faced outrageously large fees from rental companies. Thank you for your work!

   

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rented car online through ****** & was told I could add my daughter as second ****** for additional fee (shes under 25). Arrive to Avis & the employee refuses to honor that & makes us put the car under my daughters name & credit card on 12-8-24. We rented for a week then needed to extend the rental (no problem). However two days later the car breaks down in the middle of the street causing a safety issue for my daughter (high traffic area, cars honking at her, etc). We use AAA to tow car back to Avis & the employee there tells her the car is starting (I guess the battery regenerated after the 2 hours the ordeal took). The employee refused to exchange the car & give her another one. Obviously my daughter is traumatized & will not drive a dangerous broken vehicle again & refuses to take the same car. She is forced to leave without a car. Now Im getting a letter from Avis charging me for towing services for a car they said was fine to drive. Unacceptable. Before getting this letter I had called their customer service line to complain about the horrible customer service my daughter received when the car broke down. They were very unkind & not caring (cars break down lady). I called ****** & was able to have them claim they will credit me $251.05, which still hasnt happened. This business takes advantage of young customers. They bill for things (towing) that the customer is not responsible for. It was their car that broke down, we used our own towing, why are they charging us?

  Customer response

  01/07/2025

  This business (Avis) refunded me.  Thank you for your help.  They have horrible customer service, but you were very helpful!

  Nella

• Initial Complaint

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife reserved a rental car from Avis. The total reservation was for $652 including a $90 charge for optional insurance. When I went to pick up the car in SFO, the rental agent asked about the insurance and I said yes with the understanding that it was the $90 insurance that was already included in the original reservation. The agent proceeded to push a bunch of buttons on the customer screen and then told me to sign. There was no information about the total price and it was my understanding that I was signing for what was originally booked. I was not provided with any paperwork except for one slip of paper to w had the rental agreement number and the make and model of car. Nothing about the price. I went to get the vehicle and it was not there. There was an agent in the garage who told us to take another car. The car he gave us was clearly smoked in but we had already waited 2 hours in line at the rental car kiosk so we took the car. Then, when I check my credit card account the next day there was a charge for $1,245.36 from Avis. I looked at my email and found they had emailed the rental car agreement and on closer inspection, there was a bunch of additional insurance extras that were added that I was not made aware of. I called Avis and after waiting on hold I finally spoke to someone and they said they couldnt help me and I had to go into an Avis. The next day I tried to go to an Avis in ******** but it was closed. The following day I was in ****** and went to 2 Avis locations there. Both places were unable to help and said I had to call, which I had already done. I called again and the person refused to help me because they said I signed. I was not made aware of what I was signing. The agent was the one doing all the selections. I am going to have to dispute the charge on my credit card after spending hours of my vacation trying to get the resolved. Why would anyone agree to pay $600 in additional charges. I absolutely did not agree to that.

  Business response

  01/08/2025

  BBB #: ********
  Case: 70074491
  
  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 review found that the rental counter did adjust the coverage and charges at the time of return to bring your total charges down to $952.87 from the original estimated total of $1245.36.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis ************
  Customer Advocacy Response Coordinator

  Customer response

  01/08/2025

  The complaint I submitted was prior to dropping off the car. When I dropped it off the agent was able to help slightly and the final bill was $999.00 as shown in the attached. However, she did not take off the loss damage waiver and additional liability insurance. I did not agree to those. They need to be taken off and the taxes also need to be adjusted down accordingly.

  Customer response

  01/08/2025

  I am rejecting this response because:   While they adjusted it down, they did not adjust it down to what we agreed to. We did not agree to the loss damage waiver of $25/day nor did we free to the additional liability waiver of $16.16/day. As I stated previously, the agent pushed all of the buttons on the screen. We did not select those and we were not provided with a receipt or rental agreement at the time of signing. We already prepaid $90 for insurance through Expedia when we booked. Why on earth would we add this extra insurance for hundreds of dollars? In addition, these extra costs increased the tax that we were charged. This has been the absolute worst experience. I have already spent hours on the phone and going into different Avis locations with no one helping us.

  Business response

  01/11/2025

  BBB #: 22758488
  Case: 70074491

  Rental # U309106114

  Thank you for your 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 coverage charges billed on your rental.  A credit of $409.29 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 

  Customer response

  01/13/2025

  I have reviewed the business response and accept this resolution. I do wish that I had not had to go to these lengths to get this resolved and I will never use Avis again.

• Initial Complaint

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My problem is: My initial reservation was $267.38 for a pickup truck and Budget charged me without my authorization $559.79 for an inferior car with no options, also me, my eye-impaired sister and my 6 year old daughter, we stayed around 3 hours in an absurd queue, part of which I spent in a fastbreak village that supposedly speeds up the car delivery process more quickly. We had disrespectful service from the Budget employee, he was not empathetic at any point and I felt deceived after almost 3 hours in line having to take an inferior car that did not meet my needs and with the price doubled. I will send the detailed report as an attachment, as there is no space for it here.

  Business response

  01/08/2025

  Budget Case: 70099361
  Rental Agreement: U124786491
  
  Regarding the BBB as mentioned above, Complaint ID: ********. Thank you for your recent inquiry regarding your rental experience.
  
  Budget values our relationship with our travelers and always strives to do the right thing. We apologize for the delays and the smaller vehicle provided during your rental. Also, we regret the unprofessional service that you received from the staff members at the counter.
  
  After reviewing your rental details, we confirmed the counter adjusted your rate to $142.99 for the week, which is lower than your original Expedia rate of $170.75 per week. The final total of $500.34 reflects the addition of a Liability Damage Waiver charge of $244.83 that you had accepted at the counter. This additional charge is the primary reason for the higher final total.
  
  Given the circumstances, we believe the $50 goodwill offer made by customer service is fair and reasonable. If you'd like to accept this offer, please let us know, and we will process it to your method of payment on file. 
  
  Again, please accept our apologies for any inconvenience caused.
  
  Sincerely,
  
   Response Coordinator
  Avis ************

  Customer response

  01/10/2025

  I am rejecting this response because:   It's offensive that a billion-dollar company thinks that offering 50 dollars solves the problem, it looks like they didn't even bother to read the report.

  There is no justification for the company to let customers wait 3 hours for service. It is not correct for the company when booking to charge for a type of car and at the time of pick-up not have the car and yet offer an inferior car for a higher price. Being humiliated by a pretentious employee who probably thought he was superior to me because he was in that position, disdaining our faces, having no empathy for my 6-year-old daughter and my disabled sister, tired and hungry from the long wait.

  I reserved a truck because it was the ideal car to complement my vacation that was ruined by Budget, so 50 dollars doesn't make up for anything and I let it go.
  To resolve this issue in this instance without having to go to court, I ask that Budget guarantee the original reservation, as I did not authorize any additional amount to be added to it, as I have a credit card that covers my insurance fees.

   

  Business response

  01/13/2025

  Budget Case: 70099361
  Rental Agreement: U124786491

  Thank you for your reply.

  We can certainly understand the frustration this has caused.  in light of the information you provided we refunded the coverage charge as requested.  The credit of $274.05 has been issued to your MasterCard.  The credit will post to the account within 3-5 days.  We apologize that we were unable to meet your expectations on this rental.  Please be assured that a copy of the report has been sent to the appropriate manager for corrective actions. 

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

  Sincerely,

  Budget Response Coordinator 

   

  Customer response

  01/13/2025

  Analisei a resposta da empresa e aceito esta resoluo. 

  I really want to thank BBB for working to enforce my consumer rights. Budget Rent Car, with this agreement, is simply refunding me an amount unduly charged. No compensation is being made for everything my family and I went through.
  But I accept what was proposed and, following the return of the promised credit, I consider this case closed.

*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. ↩