ComplaintsforAVIS

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented car through Avis Car Rental *************) in *******, ** on July 27th, 2024. The rental included a second ****** with collision and liability insurance for both ******s. During the rental, the second ****** obtained sole possession of the car, did not return the car on time, and was not responding to call and texts. Consequently the car was tracked buy Avis and repossessed by a third party on behalf of Avis. At some point during the rental and/or repossession, the car was damaged.... rear trunk lid and front ****** fender. Since the car was not returned on time, Avis is claiming that the insurance policy is void and I have to pay for the damage to the car. I disagree with this and am not willing to pay for the car damage as I paid for insurance to cover any and all damages.Side notes: 1) I contacted Avis immediately when the car was not returned on time (within a couple hours) and they were not willing to give me any tracking information so that I could go get the car.2) I contacted the police department and was told that they would not be able to help me as they considered the problem a civil matter.3) I have agreed to paying all the late charges and repossession fees for the car without objection and my credit card has been billed for such. 4) The bill for the damage to car ($1767.00) has not been paid.5) Avis contact for dispute is ****** ********** (claims manager) ************

  Business response

  09/13/2024

  Dear ******,

  We have attached our official response to Mr. ********* complaint.  

  Please let us know if you require anything else.

  Sincerely,

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

  Claims Department Manager

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

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

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

  Customer response

  09/26/2024

  Submitted Business Information
  Complaint ID: ********
  Business Name: ***********************
  Address: *******************************
  City: ********
  State: WI
  Zip: 54911
  Business Phone: **********
  

  
  

  Business response

  09/26/2024

  BBB #: ********
  Avis Case: 67275660
   
  Dear ******* *******, 
   
  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 the inconvenience this matter has caused.
  
  Our rental agreement is with the primary renter who takes responsibility for themselves and any additional drivers added to the rental agreement. As such, any violations of the rental agreement by the primary renter or additional driver are considered to be the responsibility of the primary renter. While we understand that you may not agree, we do not have any accommodation afforded for rental agreement violations by the additional driver and must advise that you seek reconciliation from them directly. 
  
  We apologize that there was not a more favorable outcome.
  
  Sincerely,
   
  Avis ************
  Customer Advocacy Response Coordinator

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rented a vehicle and charged an extra $551.00 over the amount of the receipt. Contacted the location I rented the car from and was told the extra fees were for a tire and cleaning. The clerk said there was smoking in the car, and they tried to put air in the tire, but it kept going down. I ask for proof that a tire was purchased and pictures of smoking residue. Upon my request I was then told that I was not charged for a tire and cannot be provided with verification that there was smoking in the car outside of the smell. When I returned the car, the clerk pulled the car to the back. When she returned to me, the only thing the clerk told me was that since the tire pressure light was on, I may be charged for a tire, and I will be charged for $60 for gas. The clerk did offer to allow me to go to the gas station to full up, but I didn't have time due to my Lyft ride waiting. Im concerned about the practice of this location, and I want my card refunded. I was never notified by writing or in person that I may be charged a cleaning fee since I waited for the clerk to check the car in, if there was a smoke smell in the car when she got it, she should have told me them. (which I know it wasnt because I didnt smoke in the car). Also, my other concerns are when I rented the car, the clerk took a picture of my credit card and license with her cellphone. My mom called and was told its the company cellphone and she sent the information to the owner because of my age. Furthermore, I'm worried that these incidents are unfair business practice of this Avis location especially for young adults do not or know they have a voice to be heard for unfair practices.

  Business response

  09/25/2024

  Avis Case: 67835198
  Rental Agreement: U763859132
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, Complaint ID: ********.
  
  Budget values the relationship that we have with our customers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  We take pride in providing our customers with a clean, well-maintained vehicle and we regret that you were charged a smoking fee in error. We understand you've requested supporting documentation, but unfortunately, the location was unable to provide this. 
  
  To resolve this matter, we have refunded the smoking fee in the amount of $551.00 to your **************** card on file. Please allow 3-5 business days for the refund to post to the account. 
  
  We appreciate your taking the time to bring this matter to our attention. Accordingly, we are closing our case file.
  
  Sincerely,
  
  Response Coordinator
  Avis ************

• Initial Complaint

  09/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We rented a car from Avis in *************** when my son was in a motorcycle accident we had to drive all night. We signed a statement that we would pay right over $200. We were billed to our credit care $515.93. We were supposed to have it 24 hours. We looked and seen that the closest one to the hospital was closing at 2pm. We called bc it would put us a couple minutes after 2 geting there if we filled it up with gas. My husband can show proof on his cell phone where he called. We were told it was fine just put the keys in the lockbox and the next day they would take off the late fee and extra day. This did not happen. We could have returned it to another location that closed later but they assured us it was fine. I have contacted the company multiple times and they refuse to make it right saying there is no proof anyone ever told my husband that and they will not adjust the price. They have come up with every excuse under the sun. As much as they record every single conversation ummmm why would this be the one they didn't! It's very frustrating and now we know why there was ***** waiting at the airport at this companys line. We will never ever ever ever recommend or use them again! What should have been an easy process has turned into a nightmare. They don't care that someone isn't happy or that they did wrong.

  Business response

  10/07/2024

  BBB Complaint ID: ********

  Avis Case: 67632949

   

  Dear ******* ******, 

  Upon review of your file a monetary credit $266.75 has been processed to MasterCard account number ending ********. Allow three business days for the credit to post. 

  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 

   

   

   

   

  Customer response

  10/09/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rented car from Avis at the ************************ with a pickup date of 9/7/2024. Agreement between car rental and myself, car showing gas gauge full and I would return showing full. Returned scheduled for 9/14/2024. Delivered car to rental car company, but no human on site to accept car. Parked in a Avis return slot. Went inside and handed keys to agent and explained key fob battery had died and we had to ***lace it. She ask if the gas tank was full. Showed her the picture that I took indicating final mileage and gas gauge. Agent said ok and thanked us for our business. On Monday 9/15/24 I found Avis charged me $30.74. Called the location that I rented from, but couldn't get to an agent. Called their main customer service and spoke with an agent. Didn't get her name. She provided 4 different excuses why I was charged $30.74. One excuse - extra charge because we rented one car but accepted another car. Second excuse - extra charge because 3rd party booking price. Third excuse - we accepted car with 22 gallons of gas and returned with 19 gallons. Requested customer service *** explain how they measure gallons out and gallons in. Fourth excuse - I must have been on a toll rode and not know it. The rented vehicle was for our vacation to visit *********************, There are no toll roads nearby. Attaching two photos. One showing mileage out, which I didn't get the fuel gage showing full. One photo showing mileage in along with gauge showing full.I have filed a dispute with my bank, filing complaint with BBB, and filing a complaint with the *** too.

  Customer response

  09/25/2024

  Reservation Number: Avis CN771166473584 (00074256USO)   Economybookings #B68310842
  Renter's Name: ****** D. ******
  Rental Location: *******, *********, *********************
  Exact Date/Year of Rental: Pick up 9/7/24   Drop off 9/14/24

  Customer response

  09/26/2024

  Consumer

  Most Recent Message

  Date Sent: 9/25/2024 8:34:37 AM
  Reservation Number: Avis CN771166473584 (00074256USO)   Economybookings #B68310842
  Renter's Name: ****** D. ******
  Rental Location: *******, *********, *********************
  Exact Date/Year of Rental: Pick up 9/7/24   Drop off 9/14/24

  
  

  Business response

  09/26/2024

  BBB #: ********
  Case: 67768659
  
  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.
  
  Based upon the information you provided and the findings of our internal investigation, we have refunded the fuel fee billed on the rental.  A credit of $30.74 has been issued to the MasterCard 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 ************
  Customer Advocacy Response Coordinator

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to express my frustration and deep concern regarding an ongoing issue with my recent car rental (Confirmation Number: 06617173US3 / Rental Agreement Number: *********). I rented a vehicle from your ******************** location on Thursday, September 12, 2024, at 8:51 AM and returned it on Monday, September 16, 2024, between 5:30 AM and 6:00 AM at the **********************, within the stipulated time frame. However, your system still shows that my rental is active, despite my having returned the car on time.This experience has been nothing short of distressing and unacceptable. I am left in a situation where it appears that I am still in possession of your vehicle, which is not only untrue but has caused significant anxiety. As a customer, this situation is completely avoidable and demonstrates a serious failure in your return processing system.I have already escalated this issue with your team, and my escalation ticket number is ********. I expect immediate action to resolve this matter and correct the rental status in your system. It is deeply concerning that such a serious oversight could occur, and it raises questions about how Avis handles customer *********************** and ********** is unreasonable for me to have to deal with the consequences of a failure on Aviss end. I demand that you rectify this issue immediately to avoid any further inconvenience or potential financial consequences on my end. I have done my part by returning the car within the agreed-upon time, and I now expect you to do yours by fixing this error promptly.Please confirm as soon as possible that the issue has been resolved and that there are no further complications with this rental.

  Business response

  09/25/2024

  BBB #: ********
  Case: 67796646
  
  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 our **************** Team has already resolved this issue. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis ************
  Customer Advocacy Response Coordinator

  Customer response

  09/25/2024

  I have reviewed the business response and accept this resolution. Filing a complaint shouldn't be the way to have a problem fixed, when I return the car, I expect Avis to do the right thing. Why am I having to call multiple people to ensure they don't overcharge me.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was first given a car that didnt work, returned it, then had to wait for a long time and was given a FILTHY car. Was then told by customer service that I could go to another office for replacement of the car and that office had no idea what I was talking about and admitted that Budget customer service was terrible. I was verbally promised one free day. Then when I returned car, they not only didnt honor any of the refunds that they said were marked in my file, but they charged me an overage fee of $66.67 that was based on the time that I received the first broken car. They said they would reimburse me the overage fee. They have not reimbursed and fought my dispute through my credit card company.

  Business response

  09/25/2024

  BBB #: ********
  Case: 66732357
  
  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 $141.70 from your rental. Please allow up to ************************************************************************* 8261.  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 Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally request a refund for the optional services I was forced to accept during my recent rental experience, and to express my disappointment with how the situation was handled.On Sep 13, I prepaid for a rental car, to be picked up at *************, **, on Sep 14 (Reservation: 09146258US2). However, when I arrived at the location, I was informed that no cars were available, and I was directed to a different location. After contacting customer service, I was advised to go to ** location, which still had cars Upon arrival, I encountered another issue. My partner, listed on the agreement, was unable to rent the car because he did not have a physical credit card, only Apple Pay. The agent refused to change the driver to me for the same order and insisted to cancel and rebook under my name. The agent selected a Mustang and added optional services, including a Loss Damage Waiver ($31/day) and ****************************** ($18.09/day). I clearly stated that I did not need these services as I have my own insurance, and I know these are optional. However, the agent pressured me, saying, "Take it or leave it," and that I couldnt get the car without accepting these options. She also mentioned that there were people waiting behind me and that the car couldnt be provided without the added services.I have been a loyal Avis customer for over 8 years and have rented cars numerous times without issue, so this experience was particularly frustrating and disappointing. I felt I had no choice but to proceed, despite knowing these services were unnecessary. As a result, my new total was $164.69, including $98.18 in optional services, whereas my original reservation was for $119.31.I am requesting a refund for the $98.18 charged for the unwanted and optional services, as they were added against my wishes.I am deeply disappointed by this experience and hope to see this resolved promptly Sincerely,Ruichen New rental agreement no: *********

  Business response

  09/21/2024

  BBB #: ********
  Avis Case: 67848399 
   
  Dear ******* Ma,
   
  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 the inconvenience this matter has caused.
  
  Reservations booked for one individual may not be transferred to another individual and we apologize that the reservation booked for your colleague could not be checked out to you. 
  
  Regarding the rental charges billed for U697994474, the rate was applied as a walk-up special and we are in review with the location to recover more details regarding your dispute. We will reach out to you with their response as it becomes available. 
   
  We appreciate your patience and look forward to resolving this matter as quickly as possible. 
  
   
  Sincerely,
   
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  09/29/2024

  I am rejecting this response because:   
  waiting for investigation

  Business response

  10/01/2024

  BBB# ********

  BBB #: ********
  Avis Case: 67848399 

  Thank you for your patience during our investigation. 

  We have received a response from the Operations Manager.  They have confirmed that the best rate was applied under your rental circumstances.  Therefore we are not in a position to adjust your charges.  We apologize that we cannot offer a more favorable response. 

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

  Sincerely,

  Avis Response Coordinator 

  Customer response

  10/01/2024

  I am rejecting this response because:   The manager threaten me to accept the optional insurance or I wont get the car even tho I have my own insurance and booked at least one day ahead. This is unacceptable and against the companys policy Loss Damage Waiver (LDW) is not insurance and not mandatory. and additional liability damage. 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  August 31 2024 I went to ************* to pick up my rental they wouldn't give it to me because I didn't have a credit card but they said they found change over to there downtown ***** location that was a lie. They had already taken the money from my bank account.I have been fighting with them since to get my money back I call her lied to still no money.

  Customer response

  09/20/2024

  They lie to me and tell me the money been out back into my account no it hasn't I will send bank statements if need be

  Customer response

  09/22/2024

  Reservation Number: 07803934US5

  Renter's Name: ******* Watts 

  Rental Location: ****** Airfield

  Exact Date/Year of Rental:Sat Aug 31, 2024 at 10:30 AM

  Drop off at ****** Airfield 

  Wed Sep 04, 2024 at 10:30 AM

  $417.88

  
  

  
  

  Business response

  09/25/2024

  BBB #: ********
  Case: 67677283
  
  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 your prepayment was refunded on September 24th, 2024. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis ************
  Customer Advocacy Response Coordinator

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a car from Avis Car Rental in ************************************. When I rented it the car smelled fine, however, after i had left it in the sun for a day. There was a strong odor coming from the back seat of the car, it seemed like it was a urine. The day I returned the car to the Avis rental location (08/18/2024) I reported the smell to Avis and they marked the car as needing cleaning and apologized for the smell. Today (09/16/2024) I received a letter from Avis stating there was smoke smell in the car and are charging me 450$ for a cleanup fee.I have never smoked a cigarette in my life, I am single with no kids and travelled alone to ***********. There was no one with me in the car at any point during my trip. This is a bogus claim from Avis who are trying to scam me for 450$ for no reason. The charge has already appeared on my credit card.

  Customer response

  09/20/2024

  Reservation Number: U794342533

  Renter's Name: ***** Faixat ******

  Rental Location: *******************************

  Exact Date/Year of Rental: August 7th

   

  Additionally, avis have provided some documents of some things that are not cleaned in the car. As proof of smoking. Its simply dust... If anything there is a lack of cleaning on their part when they provided the car.

  Business response

  09/25/2024

  BBB #: ********
  Case: 67801260
  
  Dear ******* Faixat ******, 
  
  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 the rental counter has provided pictures of the vehicle showing ashes thought out the vehicle. Additionally we show that our **************** Team has split the cleaning fee on your rental. Based on our review we do find the remaining cleaning fee as valid. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis ************
  Customer Advocacy Response Coordinator

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There are two major issues with Avis: scamming me into additional changes and the rudeness of their customer service people. I had a prepaid reservation (********) for a car in ****. The reservation came with a $100 Amazon gift card. Upon arrival, the car and type not available. They offered us an alternative for the same price, and we agreed. Upon return, all was good. They handed me the receipt, and I signed and run to catch my flight. Turns out there was an additional $73/65 euro was added to my bill. This was never agreed! Now the worst part: Avis deducted this TWICE! My Amazon giftcard was reduced by $72 and I have a credit card charge of $72. I refuse to pay both. This is one big scam. I called customer service people to investigate. They would get back to me. They didn't so I called back. Never had * a ***** experience. Unprofessional, denigrating and rude. He (I believe his name was ****) was extremely unhelpful. **** didnt let me talk to a supervisor, said I should call later, but didnt want to say when a supervisor was available. I wanted to end the call, and he said that Avis was the best company ever, completely ignoring my complaint, making fun of it. I am upset about the way Avis treats its customers. This was a horrifying experience. My issues are resolved and I dont dare to call these people in your customer service department.

  Business response

  09/19/2024

  BBB #: ********
  Case: 67509391
  
  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.
  
  We have contacted our Operations Manager to review the issues you raised.  When we have received a reply from their office, we will advise you accordingly.  We appreciate your patience during our investigation.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis ************
  Customer Advocacy Response Coordinator

  Business response

  09/21/2024

  Dear ******* ****, 
  
  We appreciate your patience while waiting for a response from the operations manager.
  
  They have investigated this matter and responded to your concerns.  
  
  Please note that there are no unknown charges on this rental. The customer signed both the contract and the return receipt of EUR *****. I enclose all supporting documentation.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis ************
  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. ↩