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

3,856 total complaints in the last 3 years.
1,604 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:06/03/2025
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.
Date of Transaction: 8/19/2024
Transaction Amount: $958.01
I booked online through Avis US in July for my trip to France last summer. The original reservation totaled $1,110.84, which I paid in full at the time of booking. However, after the return, I was unexpectedly charged an additional $958.01, nearly doubling the total cost without a clear explanation. Despite repeated attempts to resolve this—both directly with Avis and through my payment processor—I have not received a satisfactory response. The only communication I got from Avis was around $70 gas refund (reason unclear) and a document in December—months after my initial inquiry in September—stating the total charge should be €1,877.38. This amount does not align with my original booking email.

Below is a summary of the key concerns:

Car Upgrade: At pickup, the original car I reserved was unavailable. I was involuntarily upgraded and explicitly told no extra charges would apply. I now suspect the additional fee may stem from this upgrade, which should not be my responsibility.

Duplicate Charges for One-Way Rental: The one-way service fee was already included in my original booking. It is unclear why it may have been charged again.

Refueling Charge: We returned the vehicle with a full tank but was still charged as extra. Upon providing receipt, Avis refunded me.

Language Barrier and Lack of Documentation: The final receipt was in French, and no clear breakdown of charges was provided at drop-off. The staff on site did not speak English, and due to time constraints, we were unable to review the charges properly before signing on a small POS screen.

In summary, I am seeking a full and detailed explanation of the additional charges and a resolution to what I believe to be unjustified overcharging. The car was returned in perfect condition, and there were no deviations from the original rental terms that would warrant such a significant increase in cost.

Please see all documents attached.
Business Response
Date: 06/04/2025
Complaint ID: ********
Avis Case: ********

*

Dear ****** **
Earlier today in a separate email communication you were advised of the following:
"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 adjusted your charges. A credit of EUR802.52 has been issued to your ******** ******* account. The credit will post to the account within 3-5 business days. We apologize for the inconvenience this matter has caused."

Regards,
Customer Resolution Coordinator

Customer Answer
Date: 06/04/2025
[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. I will wait to see the refund posted on my card and will contact back if I don't receive it later.

Regards,

****** **
Initial Complaint
Date:06/03/2025
Type:Service or Repair 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.
Despite returning it early, I was still billed for the entire week and an additional week i did not have the vehicle. To make matters worse, I was told I needed to handle the oil change myself, which I did with a representative from pepboys and they change the tires because they were bad. This is done due to the representative saying to do so. Then, I received a call from loss prevention asking why I hadnt returned the vehicleeven though I had. I even went back to the rental location, spoke with a representative, and was reassured they were handling it and that everything looked fine. Later, I called again and was told my account had been closed and everything was in order. While the staff seemed polite, this experience left me extremely disappointed. It raises serious concerns about internal miscommunication, poor security, and possibly even fraudulent practices if accounts are being mishandled or reused by others. I returned the car with a full gas tank and even took pictures of returning the gas at full and that the oil change needed to be done just incase. I never left the keys at the box. I gave them to a representative on his hand. The only reason i rented the vehicle was because mine was totaled and returned it because i purchased a vehicle when the car was returned. My rental agreement is *********. Car was rented March 12 and returned on the 22 of March 2025. I really do not appreciate how business was handled. If loss prevention really investigated, they could clearly see the cameras. Including the time the vehicle was dropped off. I am so stressed over this matter. This should be considered fraud.
Business Response
Date: 05/09/2025
BBB #: ********
Case: 72365815

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 you have already contacted our **************** and had the billing corrected on May 5th, 2025. Please allow up to 10 business days for these adjustment to process.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:06/02/2025
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 and chose to return the car with a full tank. I refueled the car full at the Airport gas station. I returned the car and showed the check-in clerk the tank was full. I then received an email, showing they charged $89.99 for fuel. I called AVIS and disputed the charge. They advised I would need to provide a receipt. I sent them a copy of my bank statement. They said they would not accept it because it didn't show the price per gallon and gallons of gas.
Business Response
Date: 06/06/2025
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.

Our records show that you have already contacted our Customer Service Team and had the fuel charge removed from you rental.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 06/07/2025
[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.

I received a email from AVIS. They are refunding my fuel fee. Thank you BBB!

Regards,

******** *******
Initial Complaint
Date:06/02/2025
Type:Service or Repair 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 prepaid in full for a rental car at ********************. When I picked the car up there was 1 representative working the counter with 50 people in line. It was extremely loud. The woman working was wearing a mask and behind a plastic partition. It was very hard to hear her. She kept telling me to click accept type **** on things that popped up on the screen. She never said it was charging me extra for services that I didnt need. I only wanted tolls and gas. The car also had a malfunction. We couldnt use the cruise control the entire time we had the car and other warning lights were on. This was a bait and switch situation. They ended up charting me double what I prepaid. I would never have agreed to these charges. I filed a complaint with ****. Below is the email back from them offering me 30% refund. I never got this amount returned to me. I have followed up several times and they have not send it. It is the least they could do. My case and info from the email is below. Please help me get this refund. **** Case: ******** Reservation: 15977960US5 Rental Agreement: U347836742 Dear ******* ******,Thank you for contacting **** regarding your charges. We apologize for any inconvenience this may have caused and appreciate the opportunity to respond to your inquiry. Upon careful review of your account, we are seeing that these additional products were signed for which means a full refund is not possible, but 30% off each of the services can be assessed, would accept this offer. Thank you for your patience and understanding of this process. Kind Regards,Dareke Representative | Customer Service **********************
Business Response
Date: 06/04/2025
BBB #: ********
Case: 71066408

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 have refunded the **** RSN, and *** by 30% in 3 separate refunds. A credit of $121.51 total 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
*****************
Initial Complaint
Date:06/01/2025
Type:Service or Repair 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 rented a car on 5/21 and returned 5/24 I ve been getting messages to extend my rental ever since I called numerous times and kept being told its just automated dont worry, then I got an email from loss prevention they said theyd look into it I got a call back saying all was well they had the car but the next day I was charged $532.36. Now when I call inquiring about the charge I keep being told Ill get a call back and no one calls back
Business Response
Date: 06/06/2025
BBB #: ********
Case: 73041405

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.

In order to investigate this matter additionally, please provide any documentation you have to support the date and time of the return of the vehicle.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:05/31/2025
Type:Customer Service 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 booked and paid for a car rental with **** in advance of a trip (4/7/25-4/10/25), providing all required documentation including my valid U.S. drivers license. Upon arrival, my ID was scanned at the counter, and I was unexpectedly told I would not be rented a car. When I asked for clarification, I was given no explanation and was told that my ID could not be rescanned. I called **** customer support and was similarly not provided any reason for the denial. This was especially confusing as I have rented vehicles in the past without issue, and my license is valid, recently renewed, and I have no recent tickets, violations, or accidents. Looking to salvage my plans, I went to ***** immediately afterward where my ID was scanned and I was told they would have happily rented to me, though unfortunately they had no cars available at the time.Due to ***** refusal to rent to me without cause or notice, my travel companion and I were forced to spend the entire day looking for alternative transportation. This resulted in a complete disruption of our travel plans, the loss of one full day of our trip, and over $800 in unplanned expenses (new flights, rerouted travel, and related costs).Following this experience, I wrote multiple emails to **** customer service which they replied to with largely unrelated information. Then I spent hours on the phone with **** customer service. I was eventually told there was no reason on their end that I should have been denied a rental, and that a supervisor would follow up with me within 2448 hours. I never received a call. After three weeks, I called again, and was again told a supervisor would contact me. To date, I have received no follow-up.This has caused significant inconvenience, financial loss, distress, and time. I am submitting this complaint in hopes that **** will provide an explanation for the rental denial, and take financial responsibility for the disruption, expenses, and lost time caused by their actions.
Business Response
Date: 06/06/2025
BBB #: ********
Case: 71866187

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,

*****************
Client Relations Team
Initial Complaint
Date:05/30/2025
Type:Service or Repair 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.
**** Rental at ***************************************** - Rent a Truck Dodge Ram 1500 on Sat, April 26, 2025 and returned the vehicle on Sat, May 24, 2025. I rec'd notice six days after returning the vehicle that they are going to charge me $450 as a cleaning fee. I returned the vehicle clean both inside and out (had it washed before returning the vehicle). Also, when I went to pickup the vehicle **** didn't have a truck ready for me and made me wait for a vehicle that had been just turned in and the **** representative at the desk told me they did not have time to clean the vehicle and were going to just let me have it given I had been waiting for over an hour for a vehicle to be available. This happen even though I reserved a truck ahead of time, but they had non in inventory so this was the best they could do. When I dropped off the vehicle I asked the **** representative who met when I dropped off the vehicle and asked him if the vehicle was good and he said it was good to go. I feel like this is a scam...I took a picture of the vehicle inside with the key inside for my protection.
Business Response
Date: 06/06/2025
BBB #: ********
Case: 73013917

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 you have already contacted our **************** Team and had your concerns addressed.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:05/28/2025
Type:Service or Repair 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 reserved car for March *****, 2025. I paid up front $266.76 with a discount of ***** (so I am seeking $175.04). When I arrived, they offered me an EV. My vacation was short so I figured a fully charged EV would suffice. I left around 11:30pm after traveling all day. About half way to my destination ~25miles I noticed the battery charge was nearly dead and only had ~20 miles left. Had I had to travel further I would have been stranded in the middle of the night. Further, the vehicle had not charging cable, so even if I could have charged it, I had nothing to charge it with. I went to another closer **** the next morning. They had no charges or other vehicles and were no help. At this point, Id already spent 2-3 hours driving around looking for chargers as well as arguing with **** customer service. My vacation was short and I had plans, and did not have any more time to waste with this stupid car. So I had **** Roadside tow it. I turned down a replacement vehicle because I would have had to go with the wrecker and process a new car. I did not want to waste anymore time.I have told **** about my experience and they have done nothing but fight me on this. I have rented dozens of cars in my life, and every time they have full tanks of gas. Further, Ive always been required to refill the gas upon return.The fact I was given a dead EV in the middle of the night, is absolutely unacceptable and I want my money back.
Business Response
Date: 04/03/2025
**** Case: 71294769

In regards to the aforementioned BBB complaint case ID# ********

Thank you for contacting us concerning your experience with our Budget rental location. **** is a company that is actively interested in and committed to providing the best all-around service for its customers.

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. 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.

To demonstrate our apologies for your inconvenience, we have processed a 30% adjustment to the billing of your rental. A credit of $80.02 will post to the **** card ending in 2704 within 3-5 business days.

Please accept our apologies for any inconvenience that you may have been caused.

Sincerely,

ABG Client Relations
Escalation Team
*****************
Customer Answer
Date: 04/23/2025
I disputed this charge originally on Discover Card. Now **** is charging other cards I own. I did not authorize them to use my other card. How is this legal?
Customer Answer
Date: 04/23/2025
I disputed this charge originally on Discover Card. Now **** is charging other cards I own. I did not authorize them to use my other card. How is this legal?
Business Response
Date: 04/28/2025
**** Case: 71294769

In regards to the aforementioned BBB complaint case ID# ********

Could you please provide us with a bank statement showing the new charge that you is in question?

Thank you for allowing us to assist you with this matter.

Sincerely,

ABG Client Relations
Escalation Team
*****************
Customer Answer
Date: 04/28/2025
I am rejecting this response because: I deserve more than $80 back. I paid nearly $300 for this and you gave me an inoperable car. Why should I be responsible for this? I am 100% not responsible for towing your car back. I did my due diligence, went to another **** to get help, swap out my car, and they were no help. YOU GAVE ME A VEHICLE WITH 20 MILES TO DEAD. Why am I now being punished that your representatives gave me a dead car? Ridiculous.
Business Response
Date: 06/04/2025
In regards to the aforementioned BBB complaint case ID# ********

Thank you for your recent rebuttal submitted through the Better Business Bureau.

At this time, we regret to inform you that we are unable to take any further action regarding your request. While we understand you are seeking a refund greater than the $80 previously issued, we must advise that the charges in question are currently under dispute with your financial institution.

Until that dispute is resolved, we are unable to proceed with any additional adjustments to avoid the risk of duplicate refunds. Once the financial institution has completed its review and reached a final determination, we will be happy to revisit the matter if necessary.

We appreciate your understanding and thank you again for bringing your concerns to our attention.

Sincerely,

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

Complaint: 23126224

I am rejecting this response because:

Respectfully, I do not care about your multimillion corporation's miniscule risk of refunding me $280 when the service you provided me was absolute garbage. I have communicated this to multiple people in your customer service department, a secondary **** location while on my vacation, as well as my credit card company. I do not accept these excuses. ************ gave me a car with a battery that was 40 miles to dead. I literally went to an **** location for assistance the second day of my vacation and they provided me nothing, no help, 0.
I am sick of your company's ridiculous excuses and I am standing my ground on this. You do not deserve a cent of my money from the ridiculous service you provided.

Regards,

**** ******
Initial Complaint
Date:05/28/2025
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.
I rented a car on 1/28/2025 and paid $328.54 plus $200 deposit. Total $528.54. I returned the car 2/4/2025 and then my card was charged $328.54. I was told I would receive a refund for the $200 and the hold has been released. This company got a total of $857.08 from me but the contract is only for $328.54. Its been over two months and I have still not received a refund. My bank account is still in the negative as I have been waiting for my funds to be released. I have contacted customer service several times and they all say the hold was released. I have spoken to my bank and they cant find the hold. Until I actually went in and was provided a tracking number that shows there is still a hold on $528.54 with ******** and **** card services. It is illegal for an authorization hold to go past 30 days. Its been almost 60 days and I havent received my refund. They claim there is no corporate office to speak to. I really need help getting my money back so I wont loose my bank account. MVA # ********
Business Response
Date: 04/02/2025
BBB #: ********
Case: 70433030

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

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

Based upon the information you provided and the findings of our internal investigation, we show that your authorization hold in the amount of $200 was released on 2/4/25 and was accepted by your financial institution. As we did not take the funds and just froze them you will not see a refund for the amount of the authorization hold but should only see a posted transaction for the amount of the rental which was $328.54.

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: 04/28/2025
I am rejecting this response because: This is the generic response they have been giving for months. Thats the day I returned the car and i left my account Negative just to see if my refund would reappear and the have not. My bank can also vouch this.
Business Response
Date: 06/04/2025
BBB #: ********
Case: 70433030

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

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

If you can provide us with the fax number for your bank we can send an authorization release for to advise them to release the funds.

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: 06/06/2025

Complaint: 23117717

I am rejecting this response because:
I have provided a fax number to 4 different people from your office requesting the same thing. I did that several times and four months later I still havent received a refund. Also, the authorization hold that was placed was done incorrectly and illegally. An authorization of the funds should have been placed on my account and then my deposit should have been released a few days later. With a charge of what I actually owed being reflected without additional funds being taken. For example I just stayed at a hotel that charged my card $313, I had charges of $138 at check out. TWO days later I saw a charge for $138 posted **** account balance went back up to $174. **** charged the deposit and rental fee at pick up. Then charged the same rental fee AGAIN at check out, without returning my deposit. So you collected payment for rental twice.

Regards,

******* ******
Business Response
Date: 06/09/2025
BBB #: ********
Case: 70433030

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

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

Please note that as the money has never been taken from the account, the reversal will not be reflected on your bank statement as a credit or refund, but rather the frozen funds will disappear from your pending transactions and the available balance will increase accordingly.

If you cannot provide us with the fax number for your bank, we cannot send an authorization release form to have the bank release the funds.

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:05/28/2025
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.
I am filing a formal complaint against Avis Car Rental for unauthorized charges and deceptive business practices related to a recent car rental transaction. Despite multiple attempts to resolve the issue directly with Avis, they have failed to acknowledge my concerns or respond to my communications.

Summary of the Issue:
   •   In September 2024, I prepaid for an Avis rental, receiving an estimated total of $300. I have documentation confirming this amount.
   •   Upon picking up the vehicle, I was not presented with or asked to sign any additional agreements. At no point did I request or accept any add-ons, particularly insurance.
   •   After returning the car, I received a final bill for $600—double the expected amount—due to unauthorized insurance charges that I never agreed to.
   •   Avis automatically charged my credit card without my consent for the additional amount.
   •   I contacted Avis multiple times to dispute these charges, providing clear evidence that I never agreed to the extra services. Avis has completely ignored my complaints.

Deceptive & Unfair Business Practices:
1. Unauthorized Charges – Avis charged me for services I did not request, agree to, or sign for.
2. Lack of Transparency – Avis failed to provide a clear breakdown of additional charges at the time of rental.
3. Unresponsive Customer Service – Despite my repeated attempts, Avis has refused to acknowledge or address my concerns.
4. Credit Card Auto-Charging Without Consent – Avis withdrew funds from my credit card without seeking approval for the increased amount.

I am requesting that Avis refund the unauthorized charges immediately and revise their business practices to ensure transparency and consumer protection. This type of deceptive practice harms customers and should not be allowed to continue.
I would appreciate any action your office can take to investigate this matter and hold Avis accountable for their unfair practices. Please let me know if you require additional doc
Business Response
Date: 04/02/2025
BBB #: ********
Case: ********

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

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

Based upon the information you provided and the findings of our internal investigation, we show that you accepted insurance at the pick up counter which is only offered at the counter. The charges that were billed are valid and will be upheld.

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: 06/10/2025

Complaint: ********

I am rejecting this response because:

Thank you for your reply. What you said is exactly my issue: I should have been told of the counter options that were added and I should have approved them. There is no signature or initials on the document you forwarded. This is what I am saying: I had already chosen my options and prepaid the rental: any modification should be explained and approved with an initial or signature.
when I got the contract by email (no printed copy to read had been given to me to sign) I immediately wrote to Avis saying that I hadn’t requested nor accepted any additional coverage. Especially if we are not talking about few $ more but of an extra cost that is more than my original purchase of the rental!!!
if the rental was $10,000 and you add $300, I can understand if it is a “small” variation and you don’t spend time to make sure that it is understood and accepted.
the same if my rental was $250 and you add $15 in fees or something… but if my rental contract already prepaid was $250 and you add $350 of option you cannot pretend it is a little change at the counter and it doesn’t need my written approval.
this is why I am requesting a credit of this charges.

Regards,

****** ******
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.

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 rental contract and agreeing to the final, estimated charge. We encourage all customers to read their rental agreements at the counter when signing the documentation as they are assuming full responsibility and agreeing to the charges shown.

We take complaint resolution seriously and therefore we have thoroughly reviewed your concerns. We have carefully read and listened to your concerns, and based our response on experience and the facts at hand. As such, we are not able to provide any compensation. Your feedback is extremely important to us, and we hope that you continue to consider us for your future rental needs.

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

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