Customer ReviewsforAVIS

First off, I waited a very long time in a very short line. I paid extra for an upgrade, and when we finally got to the truck we found it had been smoked in, food wrappers and half drank drinks left in the cup holders. I have a 6 month old baby that was ****** exhausted from traveling so we had no choice but to take it. There was no way I could drag the family back through the line. I was extremely embarrassed when I dropped the truck off to the resort valet, as tge commented on how dirty it was. Last resort if you are renting a vehicle for a family vacation!

Dear Mr./**************, 

In regards to the aforementioned BBB complaint, 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.

Once this complaint was received, we tried to conduct an investigation. Unfortunately, there was not enough information provided, and your rental was unable to be located if you would kindly provide us the following information below, so we can investigate this matter further.

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

Thank you for allowing us to assist you, please note that you may also contact our **************** team directly at ************ to address your concerns. 

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator 

If I could give Avis zero stars I would. I had a charge of a few thousand dollars randomly a couple weeks ago, that said Avis on my bank statement. Forgetting I rented a car last Sept I canceled my card thinking it was a scam, but my bank proceeded to process the charge. After calling Avis customer service they were unable to find where the charge came from until I remembered I rented almost 6 months ago. Then I was told I was paying for stolen tires and rims, then asked how did I return a car with no tires. **************** put me on hold to "look into it." While on hold, I drove over an hour across town to same shop I dropped the car off to. It wasn't resolved till I had the customer service representative on the phone talk to the front desk of that Avis using my own cell phone. I wonder why he couldn't contact that store without me driving to it. Avis literally stole money from my bank account without a bill or reason prior to the original charge. Charging a customer for damages almost 6 months later for something that happened in the own lot after drop off is inappropriate. Luckily the front desk at the Avis was able to help me if it wasn't for her I'd probably still being dealing with this issue. Everyone watch your bank statements if you rent with Avis, even months or years down the line. I just wonder who originally wanted to charge me for this?

Avis case# ******** Rental # U491548466 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 damage charge billed on your rental. The credit issued to your **** card 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

On February 9, we flew into the ****************************************************************** and went to pick up our rental. We reserved it under the pay ahead to get a discounted amount. When we got there, they said the only car they could give us was an electric car. I told them that, that is not what we ordered, we ordered a Gas *** or similar. I didn't want that. She said, "that's all we have"! We asked if we could upgrade. "No". They said it gets 198 miles per charge and I told them that we were going to drive a lot of miles and we didn't know where to find charging stations. She said, "at gas stations"! WRONG! We did a trial run before our car had no charge and it took us an hour of searching before we found one. The first one was a Tesla charging station and we didn't have the right connection, the second one had the right connection but you had to have a special debit/credit to charge it. One was at a shopping center, the other one was at a private apartment residence. We started out with 198 and ended with 155 charging status just to find one. We had had enough! We went to Avis at *****************, Embassy Suites and got ***** to listen to our complaint. He said that she wouldn't get you to another car or she would lose the sale. ***** upgraded ** to a ****** 4 Runner SUV with no money out of our pocket. The airport needs to have a thoroughly trained person at the helm before the subject us to the stress we went through. No UPGRADE, no correct INFORMATION on charging stations. She told us that she HAD to give out these electric cars, no ifs, ands or buts! She didn't understand that we would be driving around ******* miles and the electric car would not do.

BBB Review #***** 
Avis Case: 62770127
 
Dear Mr./****************,
 
Avis values the relationship that we have with our travelers and always strives to do the right thing. Any difficulties or problems encountered by a customer are a concern to us, and we apologize most sincerely for any inconvenience you may have been caused. 

Please be assured that your experience was not typical of Avis's usual high standards, and that the responsible manager has been contacted to prevent any recurrence. Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.

Sincerely,
 
Avis Customer Advocacy Response Coordinator

Due to traffic, I was late turning in the vehicle , they charged me an hour $53 and change. I will NEVER RENT FROM THEM AGAIN!!!

Case: 62732134

Dear Mr./********************, 

In regards to the aforementioned BBB complaint, 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.

Avis does not wish to deceive anyone we do our best to make sure that all pertinent information is made available to our customer within the terms and conditions of the rental. Per the rental terms and conditions, we do bill in 24-hour ******s, however, we do offer a 29-minute grace ****** for customers who maybe running late. Once past the grace ****** additional hour/day charges do apply per the rental agreement provided at the start of the rental. As a gesture of ***************** we have removed the additional hour charge from your rental. 

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator

Charged me $45 after returning without explanation or notification. All negotiations with customer support ended with 3 promises to return my money. And still no return. More over now they try to cook some story with changing rates during my rental period and late return. Be carefull with this company

Dear Mr./********, 

In regards to the aforementioned BBB complaint, 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.

Once this complaint was received, we tried to conduct an investigation. Unfortunately, there was not enough information provided, and your rental was unable to be located if you would kindly provide us the following information below, so we can investigate this matter further.

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

Thank you for allowing us to assist you, please note you may also contact our **************** Team directly at ************ to resolve your concerns. 

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator 

The customer service at ********************** is the worst I have seen at a large company period. 30+ minute phone call, 3 transfers, all to be told that zero customer service supervisors can be reached via phone and you have to wait for them to email you... and guess what? They send you a generic copy and pasted response.Had a reservation, arrive and was told only trucks or minivans are available. Due to a meeting I had, I took whatever car I could and came back a couple hours later to try and get an intermediate SUV again with no luck. Was standing in a group of dozens of people waiting for whatever car they could at this point. After our trip, all I wanted to do was extend my rental 5hrs for free and no one had the power to even accommodate that after all this ridiculousness we went through. The amount they wanted to charge me for a 5hr extension equated to two extra days with the car if I added that on my original bill... I would have taken an appropriate price change or anything really and Instead I get the lousiest customer service experience ever.

Avis case# ******** Rental # U684218054 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. Due to the inconvenience we discounted the rental. We have e-mailed a copy of the amended receipt to you under separate cover. We hope that our actions will meet with your approval and you would consider using our service in the future. Thank you for giving us the opportunity to address your concern. Sincerely. Avis Response Coordinator

I rented a car for pick up at ****** Airport (***) to be dropped off at ***************** (BOS) 5 days later..the form I filled out asked for all personal info as well as payment info ****** giving me a fee of $378 and allowing a discounted fee if paid in advance..I agreed and initiated payment to THEN LEARN that an additional $197 was also charged to my ***** Phoned immediately and was told that all but $50 would be returned to my card, which it was. I feel as if this was bait and switch! Learned my ****** never to deal with Avis/Dollar again. *******************************

ABG case# ******** Your file referenced above to the BBB has been forwarded to our office for review and reply.We would like to research the billing issue you raised further with our Operations Manager. Can you provide us with your reservation number to begin this process. We apologize for this inconvenience. We look forward to receiving your reply and assist with resolution. Thank you for giving us the opportunity to intervene on your behalf. Sincerely, ABG Response Coordinator

****% poor customer service, C*** *********************** and a TOTAL rip off!

ABG case# ******** Your file referenced above to the BBB has been forwarded to our office for review and reply.We would like to research the issues you had on your rental. Can you provide us with these details along with your rental number and reservation number to begin this process. We apologize for this inconvenience. We look forward to receiving your reply and assist with resolution. Thank you for giving us the opportunity to intervene on your behalf. Sincerely, ABG ResponseCoordinator

Rented a vehicle from there, check in process was great. The employee was professional and corrigible. Car was not the cleanest I've gotten other places but I had my whole family with me and didn't really think much of it. I ended up extending the rental an additional day which was about $120 more. Upon returning the vehicle, I sat in the car for approximately ************************************************************************* her chair by the canopy this whole time, tell another customer to just leave the keys in the car that's all they needed to do. I was never greeted, or acknowledged, no "check in" process that I've always experienced at every other rental facility. I was charged an additional $250 for a few items left in the car. I believe most of it was under the passenger seat and I didn't see it. I called the customer service number on the letter to dispute but all they did was condemn me for leaving a small amount of "trash" in the car. I kid you not, it would have taken less than 5 seconds to pick that stuff up. There was no place I saw on site to place any unwanted items anyway. Had they approached me and "checked the vehicle" in I would have gladly removed it had they pointed it out. I feel its a huge scam to arbitrarily charge additional fees for something so miniscule. I've never had an issue like this renting vehicles and I've rented hundreds of vehicles in my lifetime. The Attorney General should investigate as well as the Federal Trade Commision. I see many of their responces in here. Something isn't right, seems they are running a racket out of there. Just look at all the complaints here. This is not NORMAL! I will not settle for this non-sense, its no way to treat a customer. I will persue this matter further as far as I can because this is insulting! I called to speak with a manager and they've never returned my call either. The customer service number is just an agent that can't do anything if they wanted to.

Case: 62539873

Dear Mr./**************************, 

In regards to the aforementioned BBB complaint, 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.

Please note that per the rental terms and conditions it is the responsibility of the renter to return the vehicle back in the same or better condition than when it was rented. In the event the vehicle is returned dirty a cleaning fee of up to $450.00 may apply.  We have reviewed the pictures provided by the rental counter which do support a cleaning fee being billed. At this time the cleaning fee is still pending on your account. Once the fee has been billed as a gesture of ***************** we have setup to discount the cleaning fee by 25%. Please allow up to 10 business days from the date of billing for this discount to process. 

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator

Horrible and rude customer service. Rented a Standard SUV with a corporate rate and wanted to upgrade to a full size at the counter. The agent said the new rate would be $85/day, while it was actually on top of the original price, which is ridiculous as creating a new reservation and cancelling the original would have been cheaper. He deliberately misled me leading me to pay almost double for the rental.On top of that, the first car I received had a brake issue and had to be exchanged, the agent was dismissive but agreed to exchange it; had to waiting 30 minutes for a new one, causing me to be late.

Case: 62666441

Dear Mr./************, 

In regards to the aforementioned BBB complaint, 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.

Avis does not wish to deceive anyone we do our best to make sure that all pertinent information is made available to our customer within the terms and conditions of the rental agreement. By way of explanation, an upgrade is always an additional fee it is never in place of existing charges and this information is listed on your rental agreement showing your new expected total. As we understand there may have been a misunderstanding about the upgrade as a gesture of ***************** we have discounted the upgrade by 20%. This is a total discount of $64.18, please allow up to 10 business days for this adjustment to process. 

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator