Complaints

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.

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Their website is deceptive the deposit was not clear which me and several other people in line were discussing and also the lack of professionalism of people coming in and out the office that do not work there. I came in with my reservation I told the young lady I booked put my driver's license and everything online it was supposed to be contactless I got an email saying to wait in this desolate parking lot at LAX for shuttle no shuttle ever arrived myself as several other families ended up walking to the four seasons hotel then standing out front waiting for a shuttle to find out that this place is located in the back of the hotel. Frustrated by my entire journey and day I find out oh no there's a $200 deposit that was not disclosed as many other places would budget hurts whoever when you're checking out it will tell you was due with the counter and it will let you know what your deposit is theirs did no such thing it was hidden in the fine print. Manager comes and she wants to get an attitude with me in one breath and then trying to say she's going to help me in the other then turn around and says that she refuses to rent to me I turn around and their security behind my back!! I was embarrassed she threatened to call the police for what reason I do not know. I contact she said that she would give me proof of my refund which she never returned out the office to do. I contacted the corporate office and they told me that that location is responsible for processing my refund which the manager told me at the time she had to contact corporate. I called today looking for my refund come to find out they've never even processed it still giving me the excuses so-called upper management I just want my money back and to be compensated for missing work that was supposed to be at work vehicle for me! On top of that having security and all of that that's just insane places just unprofessional to be quite ***** ghetto!

  Business Response

  Date: 07/26/2024

  I am somewhat confused on this.  I am in the ****** Location not LAX.   I am more than happy to assist with this transaction.  Can I get the Rental contract#, Name of the renter, or the dates rented from and to?  I do not see any rentals to ***********************.

  Customer Answer

  Date: 08/08/2024

  Here are the dates and information I have

• Initial Complaint

  Date:06/26/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Contract stated rental cost is only $608.13 with $200 refundable deposit. Website and during pickup staff does not mention anything about after-hours return fee. I returned my vehicle earlier than contract time on the night before it is due. The company excessively charged me $90 after-hours fee plus unknown fees on the return receipt. This is illegal as it is not in the contract nor is it advertised on the website. Please refund my deposit in full amount. Thanks.

  Business Response

  Date: 06/27/2024

  The after hour charge has been removed as it was on the other rental.   We apologize for any inconveniences this caused.

   

  Respectfully,

   

  ****

  Customer Answer

  Date: 06/27/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/25/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Contract stated rental cost is only $615.66 with $200 refundable deposit. Website and during pickup staff does not mention anything about after-hours return fee. I returned my vehicle earlier than contract time on the night before it is due. The company excessively charged me $90 after-hours fee plus some unknown fees on the return receipt. This is illegal as it is not in the contract nor is it advertised on the website. Please refund my deposit in full amount. Thanks.

  Business Response

  Date: 06/26/2024

  Hello My name Is *************************** and I am the New Manager for the *************************************************************  I was not here during this transaction and so I have refunded the after hour charge.   You will see that reflected on the attached receipt. Please give ***** hours to show the credit on to your credit card. 

  I apologize for any inconveniences this has caused and hope this refund shows we value you as a customer.    Have a good day!

  Respectfully,
  

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

  Texas Area Manager

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

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

  Customer Answer

  Date: 06/26/2024

  I have reviewed the business response and accept this resolution. The business refunded the remaining balance to equal the original refundable deposit. Thank you very much for your assistance in this matter. I had used this business in the past and didnt have any issues until this instance. I hope to continue using this business in the future. 

• Initial Complaint

  Date:03/27/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On 03/12/2024, I rented a Van to be used on 03/14/2024 7:00 PM thru 03/16/2024 7:00 PM through the AVR Van Rental portal (online), charging in my card the amount of $369.65. Same day (03/12/2024), I received an email confirming my reservation VRRGP77757269.On 03/14/2024 around 7:00 PM, my family and I went to pick up the *** but the store was closed (the office works until 4:00 PM). We call them immediately to know how we can pick up the rented Van if the office is closed. No body answered and I had to rent another car to be able to move **** called them again next day and no success.On 03/19/2024, I called at ************** around 11:30 AM and a agent answered my call after many attempts. The agent told me that they called me to receive the instructions to how I pick up the Van. They say someone answered the call and said that I didn't want the service and I cancelled, but it was a big lie because I never received a call from them. The agent said that I did cancel my reservation and they had a proof. Immediately, I asked them to show me the proof and they told me that they would return the call in a couples of days to demonstrate that. It never happened (return the call). I asked to refund my money and they didn't want.On 03/27/2024 9:40 AM, I went to the office located in *************************************** to ask to speak with a Manager. We were received by the receptionist but she was unable to help us and asking me to call the *********** to report the incident, but I already did it before (03/19/2024).In summary, I'm asking to refund my money because I never received any call to confirm the pick up. I never received a voicemail in my phone number ***********) leaving a message explaining the process to pick the van. I never received an email explaining the pick up process.I never cancelled my reservation and I showed on 03/14/2024 around 7:00 PM to pick up the van. They have cameras in the store and they can check.HELP to refund my money

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On Tuesday Jan, 2 at approximatley 11:40A, I entered the local office of AVR ************************************************* and conducted business with a representative, ******. ****** was the only representative on duty. In order to complete the reservation, ****** stated that the company required 2 forms of identification in order to process a debit transaction.Our party presented with verifiable debit and/or credit cards, as well as 2 forms of id. For personal reasons ****** refused to conduct business with us after supplying all necessary documentation. Even the manage stated that they could only accept a water bill which there was no access to. I had license social security card, insrance card, car registration, and my ***** Appraisal District certification with me. ****** simply had obvious personal issues with our family and simply refused to run the debit/credit card and kicked us out of the store. In such a situation, there was no choice that my family and I had but to leave the store for legal/law enforcement reasons. In such circumstances, ******, the office manager said that she would provide an email to the director, so that in this circumstance a refund would be granted. I have also forwarded an email to ******, yet without any response to date. Today is Tuesday, January 9, ****. I am requesting a full refund of the cost to reserve because it was not my fault that ****** would not complete the transaction in her store. I even left and returened and terrible customer service, ****** closed the shop and drove away in our faces. She was very unprofessional and as a result of the customer experience with her, I would not refer AVR to family and friends. It is unfortunate to work with representatives like ******.

  Business Response

  Date: 01/26/2024

  A REFUND HAS BEEN DENIED THE CUSTOMER WAS UNABLE TO PROVIDE 2 UTILITY BILLS THAT REFLECTS HER CURRENT ADDRESS. THEN SHE PROCEDEED TO BECOME IRATE INSIDE THE OFFICE DURING HER VISIT

  Customer Answer

  Date: 01/30/2024

  I am rejecting this response because:   The comments within the business' response are false, misleading, and are in an effort to deflect from righltfully refunding the due amount of the original reservation.  The customer, arrived at AVR with every intention of completing transaction.  The representative employee of AVR was irate and unwilling to complete the transaction.  Before leaving the office, I spoke with the field manager, **, and she stated that she would forward this incident so that I would be refunded under the circumstances of the event.  I additionally emailed ******,director, and he would not respond and unjustly held back the due refund.  I request a full refund under the circumstances and because I reached out to the office manager and discussed my concerns before the leaving the office and was promised before I left that this incident would be escalated with AVR to get a refund to this reservation.   

  Customer Answer

  Date: 01/30/2024

  The business is attempting to assassinate my character,defamation of character, to deflect from their responsibilities in this matter. Their allegations are misleading and false, I am requesting a due full refund of the reservation, as promised by the office manager, **, on the day the attempt was made to complete the transaction. The *** representative employee, ******, was irrate on the day of the transaction, and unwilling to work with the customer. Her superviser, **, was called, and I was promised that an escalation of this matter, to ******, would be in place to recieve the refund back for the transaction due to the nature of the incident that day.

• Initial Complaint

  Date:10/26/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a van from this *********************************************** on 10/20/23 I returned on 10/22/23 the address to return to after hours I was told by gentleman that I couldnt return the van there I need to go to **** car rental terminal to return showed the guy the email I was sent to return it there still told to go to other address called customer service department advised her of what happened and where I was she advised to leave vehicle there and take a picture to email to them and they would get someone to come pick the vehicle up called Monday or Tuesday couldnt get anyone at the local office in the phone called customer service back again advised she couldnt get anyone on the line either that she was emailing them and someone will contact me back get a call back Thursday that they never talked to anyone at there customer service and are trying to charge me ******* for the van rental and the girl that called ******** was rude and the manger never got on the phone to talk to me she just relayed messages threw ******** sent email with the location and where the keys where as instructed because of their not communicating with each other they are trying to charge me and all of a sudden they dont have recordings of the calls when I called in and spoke to anyone. They are scammers and scamming people for money on after hour returns.

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a vehicle from AVR from 3/5/23 till 4/12/23. I ended up getting my military orders changed the day prior to leaving and they were shortened to the 6th. I let them know when I got there and they recalculated the price. I originally paid **** for the month, the estimated new charge was ****. The lady working the desk in ****** stated that I would get a refund after returning the car. I called multiple times and left voicemails and never got a call back. Today I called and they stated I couldnt get a refund, but I dont see anywhere where it says you hav to make changes 2 days a head of time. I was also told via their online chat they provided a military discount. Upon arriving I was told that they didnt offer one even though I was told that they offer 5%. I told the person my situation and how it was out of my control and they still refused to give me my refund of $220. I looked at the website and my email and it didnt say that changes had to be made 2 days prior. Unless I just missed it.

• Initial Complaint

  Date:10/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Please be warned that this company engages in predatory and fraudulent activity on customers and should be avoided at all costs. Any positive reviews for this company are dishonest based on our experience. We reserved our van rental two months in advance and called customer service twice to confirm mileage limitations of 375 miles per day. Our trip of 16 days did not exceed this limitation. On the day we picked up our van, we were told that each mile following 3000 miles would cost an additional 50 cents. Since it was the day of our departure, they refused to let us cancel and put us in a position where we had no choice but to take the van. After our initial departure, we had to switch the van out for a different vehicle three separate times due to several safety concerns including alignment, engine issues, missing lock components, cleanliness, and expired registration. The third van we were given at the Dallas location had similar issues plus a faulty transmission. We realized these issues past closing time, so we called the company who offered a replacement in a few days in a different state. In Los Angeles, we switched out vans again and continued our trip without any accidents. When we returned the van, we were hit with the mileage fee of $1300 which we paid. Marcus promised a report of our first van (which should have never been rented out) to see if we could get a price adjustment, to which we received no update, even after six weeks of calling AVR. Over a month later we received a letter demanding $2500 for damages we did not cause. It also stated that we had 14 days of letter date (9/29) to pay or be sent to collections, however they did not mail the letter until 10/5. We had a horrible experience with this company including but not limited to the safety concerns with their vehicles, unresponsive customer service, and fraudulent claims of vehicle damage and would urge any potential customers to reconsider using this company.

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 7, 2022/11/04) */ Customer booked online. On our website our terms and condition on mileage policy is there. Customer prepaid for his rental and was able to cancel at any time. Mileage restrictions was verbally relayed to him by several people in the office and our customer service center. Customer was adamant at receiving a Ford Transit but we were out of them by the time he picked up and was only able to take a GMC Savana. Customer called after leaving our location wanting to vehicle exchange, but not at DFW. He wanted to vehicle exchange in LAX before heading back to Dallas. Customer returned to Dallas and was upset for the mileage charges after learning that the mileage cap doesn't reset because he vehicle exchanged. Customer was upset but we were unable to honor his request to receive unlimited mileage.

• Initial Complaint

  Date:05/26/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 paid $586.20 & was scheduled to pick up a 12 passenger van @ 9pm on Sat May 14. Thurs May 12, I received 2 separate emails stating: Confirmation #********** Your reservation has successfully been booked and your van will be ready for pick up on Saturday May 14, 2022 at 9:00 PM. Dallas-FortWorth Int'l Airport **************************************. This was an after-hours pick up so staff would be there. In the contract I signed, the license plate was listed as *******. In the email I received on Sat May 14, the license plate number was listed as *******. Upon arriving *********************, there was no 12 passenger van, particularly no vehicle with either license plate number/vin/unit # according to the contract or email. Instead, a 15 passenger van with different license plate, vin, & unit number on it. A mini van was out there as well. I called every number provided in email confirmations, the contract, & that could be found online for assistance. I also emailed the general manager & the CEO for help, asking them to call me as soon as possible, with no response. I have video & photos of the vehicles that were at the address I was given as well as the email showing the pickup instructions with location & license plate info. Due to this mishap, me & my whole family missed out on an extremely important family event. On Mon May 16, I still hadn't received a phone call regarding this issue. I called & spoke with a rep that informed me a manager was on their way to pick up the vehicle from a completely different address than what I was given. This rep said my deposit would be returned & accounting would have to be notified of a refund. I still didn't get a phone call after several days with any updates or customer service/care/support about the issue. I had to call AGAIN & was told it was being escalated for a call. As of today, May 25, I had to call AGAIN & was told I didn't go to the correct location even though I emailed all proof! I want my money back ASAP!

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 7, 2022/06/13) */ This was a after hour pick up and instructions were sent to the customer through his email he provided at booking which was to pick up at the rental car center. Instructions were sent and the parking lot was described as the pick up point for after hour pick up. Customer called the following morning to complain that he never received his van and his van was still parked at the after hour pick up point. We informed customer that we are unable to issue a full refund however we can offer a voucher for future use and customer declined. Instructions were given to customer verbally and through his email of where the vehicle will be staged. Consumer Response /* (3000, 9, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I can't decline a voucher that I'm not offered. I talked to several representatives that kept telling me I would receive a phone call follow up that NEVER happened. Second, instructions were not given to me verbally. My transactions were completed online and I was emailed following making a payment and signing the contract. I even went to the location in person on May 26 to speak to the manager, Tupou. She claimed I was sent the pick up address in an email and that it was also in the contract. When I asked her to show me where in the contract, she looked it over and admitted it wasn't there. She couldn't even tell me the exact pick up address that was supposed to be in my email! After verifying from both the emails and contract that I was in fact NOT given the correct pickup address, she sent the attached email to Sam (assuming this person is in accounting) requesting the refund and stating "The instructions didn't specify an address only the rental car center roundabout parking lot." As of today, June 14, I still have not received a refund or even a phone call or email from the company regarding this. Not even the CEO who claims you can contact him directly if you feel you have not received great customer service. I want my money back!