Business Profile

Auto Rentals and Leasing

Avis Rent A Car

Headquarters

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Complaints

This profile includes complaints for Avis Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,862 total complaints in the last 3 years.
1,603 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.

Initial Complaint
Date:07/01/2025
Type:Service or Repair 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.
We rented a car from this location on 5/2/25 and returned 5/6/25.
The car was returned around 10:00 am at the Tampa Airport location.
We had a return flight to Chicago that left at 12:20 pm. Per United airlines, we boarded the flight at 11:37 am. Avis did not list our car as returned until 1:38 pm. There were 6 pay tolls charged to my account, 1st toll was at 12:01 pm, and the last was at 12:48 pm.
I have contacted Avis 3 times to resolve; we are told someone will return my contact. I did receive one email requesting information. I submitted to them copy of my conversation with United that confirms were scanned our boarding pass at 11:37 am. I submitted a copy of our boarding pass that says the flight was scheduled to take off at 12:20 pm. In reviewing the bill for the tolls, the last toll plaza that was charged was close to 40 miles north of the airport. It was charged 50 minutes prior to what time they claim I returned the car. The only way the car could have been returned at that time, would have needed to be driven back 40 miles south in 50 minutes. It also would have accumulated more tolls to drive back, however no tolls were accumulated. I reached back out to Avis today, the refused the information from United Airlines and want a receipt showing I charged a purchase in the airport at a certain time to proof I was in the airport. Luckly, we did make a purchase in the airport, but my statement does not reflect the time the charge was made.
We returned the car in time, we boarded the flight at 11:37, there is no way we could have been driving the car at the time stated. Dispute has been filed with my credit card company too.
Business Response
Date: 07/01/2025
Avis Case: ********
Rental Agreement* **********

Concerning the aforementioned BBB Complaint ID: ********, thank you for allowing us to address your concerns.

We appreciate your business and truly value your feedback. We're sorry that you were billed for tolls in error.

Based on your information and our internal investigation findings, we have refunded the toll charges billed on your rental. A credit of $15.36 has been issued to the payment method on file. The credit will post to the account within 3-5 business days. Please be assured that your experience was not typical. A copy of our report has been sent to the appropriate manager for corrective action.

Thanks for sharing your concern with us, and we apologize for any inconvenience.

Sincerely,

Response Coordinator
Avis Budget Group, Inc
Customer Answer
Date: 07/01/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******
Initial Complaint
Date:06/25/2025
Type:Service or Repair 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.
I reserved a van through Avis, having made the reservation via *******. The reservation was for Saturday, June 21, at 10:30 AM. I called Avis an hour before my scheduled pickup to confirm that a car would be available, and I was assured that it would be.

However, when I arrived at the Avis office, I was informed that no cars were available. Despite making it clear that I had called ahead before driving 27 miles to pick up the vehicle, I received no further assistance or options. There was at least one other customer who was also denied a car but were told that they would get a car as soon as they received one. For me, I was not given the option of returning or even an apology. I left since there was nothing more I could do.

On Monday, June 23, I noticed a $50 charge on my credit card for a no-show. However, the car was a no-show, not me. I called Avis on June 24 and was told that since I did not cancel the reservation, I was charged $50 for the no-show. I explained my situation, but the representative insisted that I was a no-show and should have canceled. I reiterated that Avis effectively canceled the car, so I should not be considered a no-show.
Business Response
Date: 07/01/2025
BBB #: ********
Case: ********

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 no show fee billed on the reservation. A credit of $50 has been issued to the **** account 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 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 Budget Group
Customer Answer
Date: 07/01/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *****
Initial Complaint
Date:06/17/2025
Type:Product 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.
I am filing a complaint about a $450 “excessive sand” cleaning fee charged by Avis after I returned a rental car used for travel along California’s beaches and desert areas. While I acknowledge there was some sand in the vehicle, this is unavoidable given the region and was limited to minor dirt consistent with normal use. The person working the return area inspected the car and assured me everything was fine, with no mention of excessive dirt or any cleaning issues. A week later, I received a letter notifying me of the charge, but the amount is grossly disproportionate for what appeared to be a routine cleaning job—especially since Avis’s own terms require only a “reasonable” fee for excessive soilage. Based on similar cases, I believe this fee is unfair and request a refund.
Business Response
Date: 04/24/2025
Avis Case: ********
Rental Agreement: **********

Thanks for allowing us to address your concerns regarding BBB Complaint ID: ********. We apologize for any inconvenience this may have caused.

We are disappointed whenever we learn that a customer has found some aspect of their rental experience with Avis less than satisfactory.

Upon reviewing the details of your concern, we have carefully examined the photos provided by the rental location, which confirm the vehicle's condition at the time of return. The photos show sand all over the floors. Per the rental terms and conditions, vehicles must be returned in the same condition as received to avoid additional cleaning charges. While the check-in representative may not have mentioned any concerns at the time, their role is primarily to process the return, and a more detailed inspection is conducted afterward.

We understand the situation required more than standard cleaning. As much as we'd like to, we must uphold the cleaning fee and, unfortunately, cannot offer a reimbursement.

We truly regret any frustration this may cause and appreciate your understanding.

Sincerely,

Response Coordinator
Avis Budget Group, Inc.
Customer Answer
Date: 05/07/2025
I am rejecting this response because: Thank you for your response regarding BBB Complaint ID: ********. I appreciate the opportunity to address this matter further.I acknowledge that the rear seat floors did have some sand on them at the time of return, and I understand that Avis expects vehicles to be returned in reasonably clean condition. However, I was not made aware of any issue at the time of drop-off, and the check-in process gave no indication that the vehicle required more than standard cleaning. Had I been informed of a concern, I would have been happy to address it on the spot.While I recognize some additional cleaning may have been needed, I believe the $450 charge is excessive for the level of cleaning required. In light of this, I respectfully propose a more reasonable fee of $150 to resolve the matter. This reflects my willingness to take responsibility for the sand while also seeking a fair and proportionate resolution.I hope Avis will reconsider the charge in good faith, and I look forward to your response.
Business Response
Date: 07/01/2025
Avis Case: ********
Avis Rental: **********

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.

We thank you for giving us the opportunity to address your inquiry regarding the miscellaneous charge on your Avis billing for a vehicle cleaning fee. A detailed inspection is done after the car return is completed to efficiently process the check-in. These charges are billed separately from the final rental bill and may take 6-8 weeks to show a charge on the card.

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 Avis 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 you will pay a reasonable fee for cleaning the car's exterior and interior upon return for excessive stains, dirt or soilage attributable to your use. We maintain a nonsmoking fleet. You will also pay an additional charge if you smoke in the car.

However, upon review of the photos, as a customer service gesture we have reduced the cleaning fee to $150.00. A credit of $300 will post to the Master card ending in **** within 3-5 business days.

Sincerely,

ABG Client Relations
Escalation Team
Avis Budget Group, Inc.
Customer Answer
Date: 07/08/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******
Initial Complaint
Date:06/13/2025
Type:Service or Repair 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.
They are trying to charge me for damages that I didnt do to a rental car
Business Response
Date: 06/17/2025
BBB #: ********
Case: 73336896

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 Claims 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,

*****************
Client Relations Team
Customer Answer
Date: 06/17/2025

Complaint: 23462991

I am rejecting this response because:

Regards,

****** *******
Business Response
Date: 06/18/2025
We are unable to respond to the BBB complaint below, but the issue has been resolved and the damage claim was refunded. Can you please advise the customer of this.

Customer Answer
Date: 06/18/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for rightfully refunding me ??

Regards,

****** *******
Initial Complaint
Date:06/11/2025
Type:Service or Repair 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.
I pre-paid $227.49 for a rental car from **** on their website. I paid for additional time because I wasn't sure I'd make it from ******* to ******** within 24 hours. The woman working the counter at pickup said that if I returned the car within 24 hours, I would only be charged for 1 day. I returned the car within 24 hours but was told that my $99 overpayment was nonrefundable. After returning the car I was emailed a receipt, and that was the first time I was told my prepayment was nonrefundable. Nothing I signed at ****** said that my payment was nonrefundable, and the employee working said that the final cost would be for total use. They refuse to refund, or even to apply the overpayment to toll fees.
Business Response
Date: 06/16/2025
BBB# ********
Avis case # ********
Rental # U376057286
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 issued a credit of $99.48 to your MasterCard account. The credit 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
Customer Answer
Date: 06/16/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *******
Initial Complaint
Date:06/10/2025
Type:Service or Repair 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.
car rental, date 5/17/25 to 5/24/25 by 7 pm. Texas time. dropped the car off on said date and time, Avis lost the car for a week, then charged me for the week. $1293.they had sent me a message saying I didn't return the car on the indicated above. made customer complaint, case #******** to resolve the issue. I was told the issue is being escalated, also they charged me $249 with no explanation on 6/10/25. I am not sure what to do from here please contact me for more Info.
Business Response
Date: 06/10/2025
BBB #: ********
Case: ********

Dear Mr./Ms. *****,

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 show there have been 3 refunds on 6/8/25 in the amount of $819.69. The refund amounts were $76.67, $172.49, and $570.53. Please allow up to 10 business days for this to reflect.

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 Budget Group
Customer Answer
Date: 06/11/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *****
Initial Complaint
Date:06/10/2025
Type:Service or Repair 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.
I rented a car on 06/07 at 2 am, told the agent I needed the car until 06/08 at 4 am. He told me charge including deposit would be $327.40, that tells me the rental should be approx. $130 final charges. I agreed to this price. I received my final invoice for $456.33. Apparently agent at the counter entered the rental as picking up on 06/07 2am and returning on 06/07 4am. I would NEVER have agreed to $456.33 for a 1 day and 1 hour rental. I have contacted ****, and was told that this is what the charges are for not having a reservation. I believe this is robbery and taking advantage of the consumer. I have disputed said charges on my credit card.
Business Response
Date: 06/10/2025
BBB #: ********
Case: 73240873

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 show that your signed rental agreement has a final total of $127.40 but the return is for 6/7/25 at 4am. As the vehicle was kept for a full day and 1 hour instead of the 2 hours listed on the contract the charges are valid.

It is the customer's responsibility when signing the rental contract that everything is agreed upon at that time. If the customer doesn't agree with the optional products, the rental contract can be redone at that time of rental. The rental agents do not accept or decline the items for the customer, this is done by the customer prior to signing the ********************** contract and agreeing to the final, estimated charge. We encourage all customers to read their ********************** agreements at the counter when signing the documentation as they are assuming full responsibility and agreeing to the charges shown.

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
*****************
Customer Answer
Date: 06/10/2025

Complaint: 23448899

I am rejecting this response because: I told your agent that I wanted the car until Sunday 06/08 at 0400 am, NOT 06/07 at 0400 am. I was not provided with any paperwork to verify what date he put in. I was very clear to your agent that my flight left at Sunday 06/08 at 0600. I would never have agreed to this rate, nor rented a car for 2 hours. Realistically, common sense says most people are in town for at least 24 hours if they are renting a car, not 4 hours. Furthermore, I had explained to him that I was in town for a graduation party later that day, so once again, I would be keeping said car for 24 hours.

Regards,

***** ******
Business Response
Date: 06/14/2025
BBB ID: ********
Avis Case: 73240873

Ms. *****,
After further review of your customer file. In an effort to maintain positive customer relations a goodwill monetary credit $256.33 has been submitted to **** account number ending ********. Allow three business days for the credit to post.
We are sorry for any inaccuracy that occurred during the contract processing. A report with your comments has been sent to the St. ***** operational management to review and take corrective actions to prevent a recurrence.

Regards,

Customer Resolution Coordinator

Customer Answer
Date: 06/16/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Thank you.

Regards,

***** ******
Initial Complaint
Date:06/10/2025
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.
We had a confirmed reservation with **** at ***, but upon arrivalwith infants in towwe were left stranded outside the rental car counter for over an hour. Despite repeated attempts to resolve the issue, **** customer service was unreachable and unhelpful.We were forced to deal with automated phone systems that provided no option to speak with a live person at the counter. Multiple calls resulted in being placed on hold, and we were hung up on more than once. No one was ableor willingto contact the *** location directly to assist us. We were left completely in the dark, with no accountability from ****, while trying to manage young children in a travel setting. Now, we got ahold of customer service who told us we were out of luck - wait until 430am. This experience was completely unacceptable, especially for a company of this size and supposed reliability. We demand a formal apology and appropriate compensation for the stress, delay, and lack of service.Desired Resolution:Written apology acknowledging the issue Full refund of rental charges Compensation for the time lost and hardship endured
Business Response
Date: 06/10/2025
BBB #: ********
Case: 73284178

Dear ******* *****,

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

**** 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 sincerely apologize for the wait time encountered and are glad that you have brought this to our attention. We will be very happy to address this matter for you. **** prides itself on prompt, attentive service, and we very much appreciate your business. Aside from stressing the importance of dependable vehicles, we also feel that quick and efficient service is equally important, whether you are traveling on business or pleasure.

We are sincerely sorry that you were inconvenienced, and extremely disappointed that we fell short of your expectations. To express our appreciation of your business, we are emailing a coupon in the amount of 1 free day to the email address on your profile for use on a future **** rental.

We appreciate your feedback as you have helped in a continuing effort to provide you, and all **** customers, with the service you expect and deserve.

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
*****************
Initial Complaint
Date:06/09/2025
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.
On June 9, 2025, I rented a vehicle from **** at *** under agreement #*********. During the rental process, the agent, ******* added several optional charges despite me explicitly and repeatedly stating that I did not want any add-ons.He removed some of the charges after I caught them, but he left a $49.46 prepaid fuel charge (plus *****% tax) and insisted it was mandatory. Ive been renting cars for over a decade and have never encountered a policy where prepaid fuel was required. When I asked him to remove the charge, he refused and was dismissive.After the rental was finalized, I called Avis customer service, and they confirmed the prepaid fuel charge is completely optional. This means I was intentionally misled and charged for something I explicitly *********** make matters worse, Ive now seen multiple reviews from other customers reporting this exact same tactic at this locationprepaid fuel being slipped in as mandatory without consent. This points to a pattern of deceptive upselling that needs to be addressed.?Resolution Requested:Full refund of $55.27 ($49.46 + *****% tax)Written acknowledgment that the charge was unauthorized Investigation into sales practices at the ******** location and corrective action to stop this from happening to future customers
Business Response
Date: 06/10/2025
BBB complaint# ********
Case: 73252469
**** Rental:368875706

In regards to the aforementioned BBB complaint review, thank you for giving us the opportunity to address your concerns.

We have reviewed your Complaint, and our records indicated that your reserved rate was honored. The added charge was for the prepaid fuel charge.

Please be assured it is not a practice of **** to charge for a product that is not wanted or needed, the decision of course is left up to the customer.

It is distressing to receive a report of this nature and to learn that you have found some aspect of your experience with **** to be less than satisfactory.

Constructive criticism is appreciated, and you may be assured that this matter is not being dismissed with my reply to you. A copy of your report has been forwarded to our senior management team to advise of your feedback, so that corrective measures can be taken to prevent any further recurrence.

We appreciate your taking the time to make this report to us, you have helped in a continuing effort to provide you, and all **** customers with the service you expect and deserve.

We have processed a refund for the fuel charge that has been billed to the rental. Please allow 3-5 business days for the processing of this refund to your account.

Thank you for giving us this opportunity to be of assistance to you.

Sincerely,

ABG Client Relations
Escalation Team
***********************
Initial Complaint
Date:06/09/2025
Type:Service or Repair 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.
Complaint against: Avis Car Rental
Location: **** ********* road, Troy, MI, 48083
Rental Agrement: *********
Dtae of Rental: May 23, 2025 - May 30,2025

I am filling a complaint against Avis due to deceptive and unauthorized billing during my recent car rental. At the time for pickup, I specifically requested the toll package from the rental agent, and I was told it was added and charge accordingly. However, after returning the vehicle and revieiwng the receipt, i discovered that the toll package was never applied. Instead, I was charged $53.94 for extended roadside assustance, which i did not request, agree to, or use.

Becasue the toll package was not added, I am now being billed seperately for tolls and administrative fees - which defeats the purpose of requesting the toll service in the forst place.

I contacted the Avis customer service, but the issue remains unresolved. I am requesting a full refund of the road side assistance charge and a reimbursement or waiver of the toll - related fees casued by this error. This sitiuation appears to be result of either employee negligence or mispresentation at the time of vehicle pickup. It has casued unnecessary financial stress and wasted time trying to fix an issue that should not have occured.

I have attached my receipt, which clearly shows the unauthorized charge and the lack of toll package mention.

I hope the BBB can assist in resolving this issue promptly and ensure that Avis improves its billing transperency and agent accountability.
Business Response
Date: 06/10/2025
BBB# ********
Avis case # ********
Rental # **********
Your
file referenced above to the BBB has been forwarded to our office for review
and reply. Based
upon the information you provided and the findings of our internal
investigation, we have issued a credit of $113.94 to your Visa card. The credit will post to the account within
3-5 days. We have e-mailed a copy of the
amended receipt to you under separate cover for your reference. 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

Customer Answer
Date: 06/11/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

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Avis Rent A Car is NOT a BBB Accredited Business.