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:01/14/2025

  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 12/13/24 I received written notice from customer account manager, ****** **********, that the $867.08 I paid for a 7 day van rental would be returned to me in full due to availability issues. The company canceled my reservation and said that my money would be returned to my bank account. Since then I have not received my money and I have not been able to get through to anyone at the company. I am reaching out simply to have the company follow through with the email sent to me.Thank you ***** ********

• Initial Complaint

  Date:09/12/2024

  Type:Sales and Advertising 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.

  I made a reservation, within 24 hours I called to modify my reservation. I was informed that all was well. Once I looked at my bank statement I seen that a second reservation was made. I reached out to the company and asked for refund. I was advised that a new zero refund policy had come out that day. Although my reservation was made the day prior and my confirmation says to call within 48 hours.

  Business Response

  Date: 09/21/2024

  Good day,

  
  The guest's concern has already been addressed and resolved. Although the updated company policy does not allow for refunds, we were able to modify the reservation to reflect the new dates while maintaining the original rates. If there is anything further we can assist with, please do not hesitate to reach out. Thank you for your time and understanding.

   

  ******. 

• Initial Complaint

  Date:04/02/2024

  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.

  March 26 2024 I rented a ****** Rouge It was rainy when I pick it up cold the next day I drove notice the air was working and got pull over because tags was expire reach out to the rental .I was told they didnt have anything to replace me in and I can take the car to Midas were there have a contract at to get freon in the air conditioner now if thats not my job I rode 6 days with out help only got a call to see what vehicle I was in and the tag I was told you had the contract when stop by the police this was solely in professional Ive reach out multiple time and been told the manager is on the phone and was still charge the hold price for rental and my deposit this could have been handle much easier with conversation no one should have to pay for something there told on business to get it fix the lack of I dont care attitude If I had saw the reviews before placing this rental it would been a definitely no you have no way of contacting a *********** of a manager and when I return the car yesterday they had no contract for showing I had the car out they had me to sign it then but not know I had the first contract . And who dont have a corporate office that you can reach out to this business has horrible customer service Ive call 4 times put on hold for more then 15 min then can back the wont answer so this is my result

• Initial Complaint

  Date:12/03/2023

  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 November 22, 2023, I was scheduled to rent a 15 passenger van from ************************************************ I arrived at the business at 8AM on the morning of 11.22.2023. Upon walking in, the general manager, reluctantly greeted me and was very unfriendly and rude. She lacked professional and courteous customer service and seemed bothered the entire time I was there. However, because I'd pre-paid for the van in the amount of $1,156.47, I was left with no other choice other than to secure the van rental for the holiday. As the representative, ******, proceeded to get the paperwork completed, I was surprised with an unexpected charge, a security deposit of $200. Although I was not prepared to spend any additional money, I again had no other choice than to place my credit card on file. I'd even asked why had this not been made clear and I was directed to call a ***** number in order to speak with someone in the customer call center. Once I did that, I was offered the terms and conditions to be sent via text message, which I had not been given on the date that the rental reservation was made. I received them and proceeded to finalize the rental.Once that call ended the reservation process continued. I was given a tablet which listed 11 pictures of damages and was told to sign the tablet. I informed ****** that I didn't feel comfortable signing prior to doing a walkthrough for myself. The representative handed me the keys and I explored the vehicle myself.The van that I rented had far too many damages and a broken seat which took it from being a 15 passenger van to a 14 passenger van. The seats were beyond dirty, leaving me with no choice other than to cover each and every one of them with bed sheets from my home. The side passenger doors did not close properly, which led me to question the safety of the vehicle. The first bench seat leaned into the passenger doors because it was broken and left me feeling very unsafe. I was also surprised that my unlimited mileage wasnt unlimited.

• Initial Complaint

  Date:03/28/2023

  Type:Order 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 AVR with the contracted date of 2/22/2023 through 2/26/2023. Driving from ******* to *******, **. Within thirty minutes into our drive the vehicle air conditioner system failed. We contacted AVR immediately. Due to the fact we were not able to return because we were already into our trip or was there a location near us to have it serviced, ******** offer to discount our vehicle price. Upon return of the vehicle that Sunday, the 26th of February, the manager stated the discount would go back to our third party company (Priceline). ********* will contact them to verify the incident because there was no way of her to do it directly. She printed a receipt with discount amount and stated a reimbursement from Priceline will come later. After dealing with Priceline about this incident this was **** response: Hi ******,We apologize for the inconvenience caused by the quality of the vehicle that you received from the rental counter. We contacted Airport Van Rental, and they informed us that they were unable to find any documentation of the vehicle issue that you had. Since they were not made aware of the issue, they respectfully declined our request for compensation. If you have any further questions or verification, please feel free to contact the rental counter directly at ************.Thank you,Priceline ************* I tried contacting AVR several times about this incident and have been unsuccessful with reaching them. I am simply asking for AVR to honor their contract with me and reimburse me for the amount stated on my receipt for CONTRACT # ********* ***********************

• Initial Complaint

  Date:09/16/2022

  Type:Order 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.

  September ****, 2022. Paid $484.71 + $200 deposit which was refunded. I have been in contact with customer support but no return call after several calls were placed and left on voice mail this week. I rented a 15 passenger rental van. The van initially picked up had no A/C in the back, the replacement van had a low tire sensor light that came on shortly after pick up and the tire blew on the freeway less than 15 miles from the van rental location, once in ********* we changed out the vehicle and new vehicle had a check engine light about 30 minutes into the drive. The vehicle then stopped working on the freeway - started after we rested the vehicle for a while. Returned the vehicle with the check engine light still on. The vehicles are provided with 1/4 tank gas so impossible to return at the same gas level. I was told today I may need to pay for the tire , even after I paid $100 in mandated insurance (I was not doing anything risky other than driving on the freeway at low speed). This company provides vehicles that are not safe and pose a risk to those the use their vehicles. I would like all the vehicles they rent to be inspected and company to pause business operations until that is addressed. This AVR and the services they sell pose a safety risk to the general public. I would also like a refund of my rental fees and ideally punitive payments for the amount of my time and those in my vehicle that they wasted (though I know that is not possible). In the very least, safety inspections and certifications of those inspections should be required. Rental agreement **********

• Initial Complaint

  Date:09/05/2022

  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.

  This is regards an unauthorized charge on 07/12/2022.I made an online reservation to rent a van and was quoted the price of $1304.64 for the duration of July 1-4, 2022. I came AVR on Friday July 1st and spoke with the only woman at the front office that day and advised her that I needed to have a shuttle drop me off at the airport once I returned the van. The team member assured me that would not be an issue and that I could drop the car at the airport. She also provided a written note which I have attached to this 1st email to AVR.I followed all agreed upon steps in the discussion and on July 4th 2022 I drove the van to the address she advised- ************** *** Airport. I left the keys inside the car at ************** *** and sent email to AVR. When I initially arrived at the addressed that the team member told me to drop off the vehicle was told that AVR cars are to be placed at the second rental car center and was told where to park it. When I arrived I confirmed with the attendant that I can leave the van there for AVR and he confirmed yes. I proceed to take the picture of the odometer on the rented **** Transit where it said Airport Van Rental - *****************. I then emailed it to "AVR. Then I followed the last step that was discussed with the team member and I placed the keys in the gas tank and took the shuttle to the airport.I received an email from AVR a week after this and was told the van could not be found. I provided them with the details as agreed upon with the original team member that worked with me when I first came to the office.I was told okay thank you for info once the van is located we will close the account. All is good. But to my dismay , on July 12, 2022 I noticed there was an outstanding unauthorized charge on my account. This is unreasonable due to:Its a miscalculation due to the date not being in accord with the dates when I was in the **************.I had done everything in my power to deliver van as agreed