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Business Profile

Auto Rentals and Leasing

AVIS

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

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

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    Customer Complaints Summary

    • 3,610 total complaints in the last 3 years.
    • 1,392 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Car ran into me. Police report made and it shows that she ran into me. Avis has given me the runaround for two months. Cannot get any satisfaction from their conversations. Just want my vehicle repaired

      Business Response

      Date: 03/21/2025

      Avis Case: 71293921

      Regarding the BBB mentioned above, Complaint ID: ********, thank you so much for letting us address your concerns.

      Avis values our relationship with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.

      After reviewing your correspondence and researching your situation, no specific details, such as your reservation number or a description of the problem, were included in the complaint. Also, the attachment that your state is attached to cannot be opened to review the details of the complaint. Kindly provide the following information so that we may complete our investigation:

      Reservation/Rental Agreement Number;
      Renter's Name:
      Rental Location;
      Exact Date/Year Rental

      Thank you,

      Avis Budget Group
      Response Coordinator

    • Initial Complaint

      Date:03/19/2025

      Type:Product Issues
      Status:
      Resolved
      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:
      Resolved
      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:Product Issues
      Status:
      Answered
      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.
      To Whom it may concern,My name is ****** *****, this compliant is regarding my Rental Agreement Number U297170333 with AVIS, picked up 1/13/2025 at ******* returned 1/17/2025 at *******After the rental was completed, I received the attached invoices for Toll. However, after I reviewed the invoice, I found that all the $295.45 tolls were a wrong charge. I had never gone to those locations during my trip. AVIS should have GPS records, and Toll bills should have photo records. Please refer to AVIS-e-toll_2 file I have attached in this complaint.I had tried to contact AVIS to correct those invoices multiple times but had never had a reasonable communication with customer support. Therefore, I request ********************** review those Toll invoices and correct. If AVIS still believes those tolls occurred during my reservation, please provide GPS records and toll photos.If you need additional information, please let me know.

      Business Response

      Date: 03/19/2025

      Avis Case: 70383024

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

      Avis values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.

      The toll charges that you are referencing, is from the Highway toll administration, the toll billing, including all devices and technology are owned, operated, and maintained by the **** Avis has no control over the billing charge. 

      If you do not pay cash for tolls, you automatically opt into our e-Toll service, pursuant to which you agree to pay us or our toll program administrator, with whom we will share your credit card/debit information, for all tolls incurred during the rental and all related fees, charges and penalties. The charges may take 4-8 weeks after the rental to be billed to your credit card/debit card on file. 

      If you should have any questions about a specific toll charge, please contact the **************************** at  ****************************************************. 

      Sincerely,

      ABG Client Relations 
      Escalation Team 
      Avis ****************** 

    • Initial Complaint

      Date:03/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 am filing this complaint against Avis Car Rental due to an unjustified charge of $596 for alleged glass damage, which was billed to me five days after I returned the vehicle in perfect condition.Rental Details:Rental Period: March 5, 2025 March 12, 2025 Rental Agreement Number: U355421194 Case Number: ******** Key Issues:1. No Damage at Return: When I returned the car on March 12, 2025, the Avis staff inspected the vehicle and confirmed there were no issues. There was no mention of any glass damage at that time.2. Delayed and Unsubstantiated Claim: I was only informed of the alleged damage via email five days later. I immediately requested photo evidence of the glass taken before I picked up the car, but Avis ignored this request.3. Lack of Proper Inspection at Pickup: The rental experience itself raised concerns about Avis' inspection process. The vehicle was provided to me with a partially filled fuel tank (only enough for ~300 miles, though a full tank should last over 400 miles) and no windshield washer fluid, which ran out within three days, requiring me to purchase and refill it myself after multiple unsuccessful attempts to get help from Avis locations.4. Unresponsive ***************** After receiving the damage claim, I contacted Avis to dispute the charge and request pre-rental photos to verify the vehicles condition. Avis has failed to provide any evidence to substantiate their claim and has ignored my follow-up communications.Desired Resolution:I formally dispute the $596 damage charge unless Avis can provide pre-rental photo evidence proving the damage was not pre-existing.I believe this charge is unfair and unsubstantiated, and I request BBBs assistance in resolving this matter.

      Business Response

      Date: 03/19/2025

      Avis Case ID# ********

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

      Avis values our relationship with travelers and always strives to do the right thing. We apologize for any inconvenience this matter has caused.

      Avis does not wish to deceive anyone we do our best to make sure that all pertinent information is made available to our customers in a variety of places with our ********************** website and within the terms and conditions, were you acknowledged you have read and agreed to the terms and conditions of the rental contract which states if you do not accept the Loss damage Waiver (LDW), or if the car is lost or damaged, you are responsible; and you will pay us for all loss of or damage to the car regardless of cause, or who or what caused it. 

      If the car is damaged, you will pay our estimated repair cost. Where permitted by law, you authorize us to charge you for the actual cost of repair or replacement of lost or damaged items such as glass, mirrors, tires and antenna, as part of your rental charges. These charges are billed separately from the final rental bill and may take 6-8 weeks to show a charge on the card.

      Based on this information the charges were correctly rendered, and no refund is in order in this instance. Please see attached photos and repair order.

      Sincerely,

      ABG Client Relations
      Escalation Team
      Avis ******************

    • Initial Complaint

      Date:03/19/2025

      Type:Billing Issues
      Status:
      Resolved
      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:03/19/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      My name is ******* ****. My rental agreement number is *********. My email Address is ****************** and my phone number is **************. On March 14th I picked up a rental car that already had a missing hubcap after dropping it off 30 minutes ahead of schedule cleaned out and with a full tank of gas I still noticed that I was charged more than the agreed upon price. After calling customer service a found out I was hit with a miscellaneous fee for a missing hubcap that was already missing when I rented the car. At the time I still thought this was a simple mistake that could be easily rectified so call the local branch and they gave me managers number. I cant remember his name, but I do know his contact number is **********************. I called under the assumption that this could be easily resolved, but the manager was very defensive about the matter, disrespectful towards me and very dismissive of how this is an inconvenience for me especially since I would prefer to keep renting through Avis. I didnt understand why I received so much disrespect from management for a simple ******************* a customer when the front desk tells you your vehicle is ready you trust that inspections were made and that the company is already aware of something like a missing. Also as a customer who trust ********************** with their decision making you trust that the vehicle is still reliable despite one missing ********* first it felt like an honest mistake, but after the manager spoke to me in such a disrespectful uncooperative manner I began to feel like this could be intentional and theres no telling how many other customers were scammed in a similar manner with the same car that was given to them with a missing hubcap. As a consumer that has always preferred Avis my trust in the company has been completely broken. I did not want to go online about it, but if this turns out to be an ongoing thing II feel obligated to alert people about the Potential scam.

      Business Response

      Date: 03/19/2025

      BBB #: ********
      Case: 71240292
       
      Dear ******* ******* ****, 
       
      In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

      We have also received notification of this matter through another channel. We have contacted the Operations Manager to investigate the issues you raised further. When we receive a response from their office we will advise you of the resolution. We apologize for the inconvenience this has caused. We appreciate your patience during this process.

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

      Business Response

      Date: 03/20/2025

      BBB #: 23087378
      Case: 71240292
       
      Dear ******* ******* ****, 
       
      Thank you for your patience during our review, and again we do apologize for any frustration that this has caused you.

      Our Operations Manager has advised that a refund for the hubcap has been processed, please allow up to 10 business days for this refund to post. 

      Thank you for allowing us to assist you. 
       
      Sincerely,

      ABG Client Relations Team 
      Avis ************

    • Initial Complaint

      Date:03/19/2025

      Type:Billing Issues
      Status:
      Answered
      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 am writing to formally lodge a complaint against Avis Car Rental regarding the unjust and unclear charges for alleged damage to a rental vehicle.On January 29, 2025, I rented a vehicle from Avis. I returned the vehicle to the attendant on duty on February 6, 2025, at 4:48 PM. On March 1, 2025, I received a letter from Avis stating that damage was found on the car and that I would be charged $124.00. This amount was charged to my credit card on March 2, 2025.The letter from Avis was vague and did not include any specific description of the damages, time-stamped photos, or an explanation as to why the attendant on duty who checked the car upon its return did not question the alleged damages. Additionally, I submitted a letter requesting more detailed information to the customer service email listed on the ********************** letter on March 3, 2025, but I have yet to receive any response.Given the lack of detailed information and the absence of communication from Avis, I believe this charge is unjust and request that the BBB assist in resolving this matter. I have attached copies of the rental agreement, the letter from Avis, and my email requesting more information for your reference.

      Business Response

      Date: 03/19/2025

      Avis Rental: 341200473

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

      Avis values our relationship with travelers and always strives to do the right thing. We apologize for any inconvenience this matter has caused.

      Avis does not wish to deceive anyone we do our best to make sure that all pertinent information is made available to our customers in a variety of places with our ********************** website and within the terms and conditions, were you acknowledged you have read and agreed to the terms and conditions of the rental contract which states if you do not accept the Loss damage Waiver (LDW), or if the car is lost or damaged, you are responsible; and you will pay us for all loss of or damage to the car regardless of cause, or who or what caused it. 

      If the car is damaged, you will pay our estimated repair cost. Where permitted by law, you authorize us to charge you for the actual cost of repair or replacement of lost or damaged items such as glass, mirrors, tires, and antenna, as part of your rental charges. These charges are billed separately from the final rental bill and may take 6-8 weeks to show a charge on the card.

      Based on this information the charge seems to be correctly rendered, and no refund is in order in this instance. 

      Sincerely,

      ABG Client Relations
      Escalation Team
      Avis ******************

    • Initial Complaint

      Date:03/19/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      RA#: ********* On March 8, 2025, I made a last-minute car rental at a small Avis location in the parking garage of *************. The car had no gas and was not cleaned. The rental agent explained that this location rents cars immediately after they are returned and that I only needed to return the vehicle with the same gas level.Due to traffic, I returned the car to the ************* location instead of ********, as I wouldnt have made it there on time. There were no issues at the time of return.On March 17, 2025, I received an email from Avis stating that I was being charged a $450 cleaning fee, but no details were provided. I called the number listed in the email and waited for an hour before finally reaching a representative. The agent was extremely rude, repeatedly threatening to hang up because I was asking for clarification.He then emailed me a picture of the alleged mess, but the image was unclear. There was no indication that it was from the vehicle I rented, and the supposed spill appeared minorsomething that could have been wiped up with a paper towel. I understand charges for legitimate damage, but this was not a permanent issue nor something that affected the cars operation.This feels like an attempt to impose an unreasonable charge, which is disappointing coming from a company of this size.

      Business Response

      Date: 03/19/2025

      BBB #: ********
      Case: 71201747
       
      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 there was not a fuel charge added to your rental. 

      As for the cleaning fee, the mileage in the picture matches the ending mileage when you returned the vehicle.  As per our terms and conditions that you agreed to it states; You will pay a reasonable fee for cleaning the Vehicles interior or exterior for what we determine in our sole discretion are excessive stains, trash, dirt, soilage, odors, or pet hair after the Vehicle is returned. As our tier 1 cleaning fee is $125, as the spill is not excessive we can reduce the charge to $125 once the charge has posted. 

      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: 04/01/2025

      I have reviewed the business response and accept this resolution. But I wanted it noted that charging  $125 for a mess that could be wiped with a paper cloth is excessive. These are rental cars and there will be wear and tear.  Plus, I rented this car unclean and with no gas from a very small location at *************.    Also, the  picture provided is unclear that this is the vehicle I rented, it only shows the suspected spill.  Avis has an history of excessive charges.  And I will not rent from here again. 

    • Initial Complaint

      Date:03/18/2025

      Type:Product Issues
      Status:
      Answered
      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.
      The ****/Avis enrolled and rented me a vehicle prematurely without approval of a background check, which deny access to earn money with the vehicle.From 2/27 to 3/14 I've had the vehicle with direct contact with Avis until the threatened to repo the vehicle if I didn't bring it back Friday while drawing from my bank account the fulll amount of rental duration. I have had total consistent contact with Avis and **** the entire period and have gotten nowhere with my refund or clearance for the background check, which is suppose to be the reasoning for the no accessibility ( 3 to 5 day process)

      Business Response

      Date: 03/18/2025

      BBB #: ********
      Case: 71214102

      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 picked up the vehicle February 27th, 2025 and the car was due back March 6th, 2025 but you did not return the vehicle until March 14th, 2025.  You will need to deal directly with the **** location concening the background check. 

      As a courtesy we have issued a refund for the late fee in the amount of $129.73.  Please allow 3-5 business days for processing.

      Thank you for giving me an opportunity to clarify the matter for you.

      Sincerely, 

       

      Avis Budget Group
      Customer Advocacy Response Coordinator



       

       

       


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