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

3,863 total complaints in the last 3 years.
1,614 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: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.
My wife made a car reservation on 23 Dec 2024 to be picked up on 26 Dec 2024. The confirmation number is provided below. Although the confirmation is for Paris the parent company, who we contacted, is the ***************** in **********, ***********Upon arrival at the car rental office we were told that they did not have an adequate car for us. We provided a printout of the confirmation number which showed a 7 passenger vehicle. They said they would provide a 'standard' vehicle that could seat 5. We have 6 in our family and would not fit. They said 'sorry we can't help you, go elsewhere'. There was at least one other family that was having the same issue at that time.We provided a credit card number. On the rental agreement it quoted a price but the card was not charged. However, because we could not travel to the small town we were charged for the unused AirB&B, tickets to events that we were unable to attend, and a more expensive hotel stay that evening.The dispute is- we had a contract. They did not fulfil their end of the agreement. Had I made a reservation and cancelled with no notice I would be charged a 'cancelation fee' and 'processing fee'. When I contacted the company they said 'sorry we did not honor your reservation'. That does not cover the roughly $740 in fees, tickets, and stay that we incurred due to 'not honoring the reservation'.
Business Response
Date: 03/13/2025
BBB #: ********
Case: 70574642

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

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

Budget 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.

As this was for an international rental, we have sent your concerns to our international counterpart to review, as soon as we have a reply from their office we will advise you accordingly.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Customer Answer
Date: 03/25/2025
I am rejecting this response because: No actual response was given. Just waiting on the international side of the company to respond.
Hopefully the international side can provide *********** corporate with a response that we can amicably resolve the matter.
Thank You
Business Response
Date: 04/01/2025
BBB #: ********
Case: 70574642

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

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

Thank you for your patience during our investigation. We've received a response from our International Specialist team regarding this matter and we have been informed based on the findings of their internal investigation they were unable to located the reservation was prepaid, and the customer was not charged for the reservation. - Therefore no refund is due.
If you have any further question are concerns please don't hesitate to contact us.
Sincerely,
ABG Client relations Team

Customer Answer
Date: 05/11/2025
Just wondering if there has been more resolution.
I have not heard anything in a few months.
Business Response
Date: 06/04/2025
BBB #: ********
Case: 70574642

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

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

Budget 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 the reservation was not prepaid so there was not a cancellation fee that was added to this reservation. We forecast vehicle availability based on how vehicles are scheduled to return. There are several circumstances that could cause inventory issues (vehicles being extended, not returned on time or as agreed, returned to different locations, and or breakdowns). Unfortunately the location has denied compensation as they offered a vehicle to you and it was declined with you stating it was not suitable.

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: 23053104

I am rejecting this response because:

The car the offered was a 5 passenger vehicle. I have 6 people in my family. Is it legal to tie a child to the roof of the car in ******?
Is this acceptable business for the *** group?
What they offered was not suitable at all. Had there been an attempt to reconcile at all- such as come back tomorrow and we will have a vehicle large enough for your family I could have dealt with this. I was told to accept a car that would not fit my family.
Please let me know how this is good business.
Regards,

***** *****
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 pre-paid for a rental pick up for downtown *********, **. When I arrived on time for my pickup, there was no car for me and I was told the phone number on my account was invalid. There was no help in finding where I could pick up my car. I called **** and they were able to find my reservation based on my phone number, meaning that there was no way my phone number was invalid. I then had to taxi to another location to get my car. I asked for fees waved based on their inconvenience, but they refused. I needed the car and didn't have time to fight it. Finally, when I returned it, **** charged me another $100 for my rental cost without explanation.
Business Response
Date: 03/17/2025
**** Case: 71198859

Regarding the aforementioned BBB complaint 23044172.

We have reviewed your Complaint, and our records indicated that your prepaid reserved rate was honored. The added charge was for the additional driver fee plus taxes and fees.

Please be assured it is not a practice of Budget to charge for a product that is not wanted or needed, the decision of course is left up to the customer. Unfortunately, we are unable to verify the nature of the conversation at the counter. As such the rental documents are the best evidence of what you agreed to at the rental counter.

Based on this information the charges seem to be correctly rendered and no refund in order in this instance.

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

Sincerely,

ABG Client Relations
Escalation Team
***********************
Customer Answer
Date: 03/25/2025
I am rejecting this response because we prepaid at the airport for a second ****** and of course there is no proof of **** telling me my spot had no cars because they didn't contact me.
Business Response
Date: 06/04/2025
Complaint ID: ********
**** Case: 71198859

Ms. Page,
At **** Budget Car Rental ********** any difficulties or problems encountered by a customer is a concern to us.
Although we were not privy to the interaction with our representative at the rental counter about the ancillary charges added to the terms of rental. In an effort to make up for the inconveniences with the ********* operation a monetary credit $92.80 has been submitted to **** account number ending ********. Allow three business days for the credit to post.
We understand you have choices for your car rental services. We trust your next car rental hire will meet your satisfaction.

Regards,

Customer Resolution Coordinator
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.
Hello,I renewed a car from you guys 2/25. I paided the initial fee which is great for $685 plus deposit which amounted to around $885. My issue comes when I told the front desk to add the damage waiver for rental. I advised her on camera do not take it off my card and take it out the security deposit like I did my last rental. The next few minutes I get a charge for $****** for rental agreement #********* and nobody in customer service nor at ********** dont know what happen nor how to get it back. This my second time going to corporate, can wall release my ****** so my account gets out the negative. I agreed to damage waiver being take out the security deposit for the rental agreement not the extra $727.77 which is not authorized.
Business Response
Date: 06/05/2025
BBB #: ********
Case: 70721162

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 the charges have been disputed with your credit/debit card company. Please note that once **** has been informed that the charges have been disputed per our merchant service agreement we are unable to review or investigate this matter any further until the dispute is complete with your credit/debit card company and they have notified us the dispute is closed.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:05/28/2025
Type:Billing 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.
A vehicle was rented from January 31st to February 1st. The vehicle was returned to the company's ************ facility on Saturday, February 1, 2025 @ 9:05 pm. There was no one at the facility to check me in and their app was malfunctioning. They are saying the vehicle was returned at 4:22 am on Sunday, February 2nd, (which is when they checked the vehicle in). I have photo proof and provided them with proof that the vehicle was returned at the time I indicated. They are attempting to charge me an additional $86 for the rental. In addition, they are attempting to charge a cleaning fee for a dirty car when I got it. I informed the person at their stand and also customer service when I called in. I will not pay and will dispute with my bank, considering I asked that someone call me. I have photo proof the vehicle was not cleaned when I picked it up, as well as when I dropped it off.
Customer Answer
Date: 02/20/2025
Reservation Number: #*********
Renter's Name: ******* Gantt
Rental Location: **********************************
Exact Date/Year of Rental: 1/30/25 -2/1/25

Business Response
Date: 02/20/2025
**** Case: 70473009
Rental Agreement: U337715991

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

**** values our relationship with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.

We have reviewed the details of your complaint and the notes from your case. Furthermore, we apologize for the issue with an incorrect return time, which ultimately caused additional charges to your rental agreement. After carefully reviewing our supporting documents, we've determined that you indeed checked in your vehicle on time and were charged in error. Occasionally, a car is returned on time but not entered into our computer until later.

We have refunded the over-payment of $85.04 has been issued to the payment method on file to resolve this matter. This adjustment will appear on your statement within 5-7 business days.

Thank you for allowing us to address your concern, and accordingly, we are closing the case file.

Sincerely,

*****************
Response Coordinator
Customer Answer
Date: 02/24/2025
I am rejecting this response because: In addition to the extra day I was charged a cleaning fee for a vehicle that was dirty when I picked it up. I informed the employee at the Preferred desk, his response to me was I can change the vehicle but it will downgrade your class, or inform them about it when I return the car. When I returned the vehicle there was no one there for me to inform, so I called customer service and informed them. I am not paying a cleaning fee because **** employees didn't provide me with a clean vehicle to begin with.
Business Response
Date: 02/25/2025
BBB #: ********
Case: 70473009

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

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

Charges for vehicle cleaning are assessed when a vehicle is returned in such a condition that requires the vehicle to be sent out for detailing. Charges are calculated based on the level of cleaning required to return the vehicle into service. This includes, but is not limited to, the removal of food stains on the seats, pet hair that cannot be removed through normal vacuuming, excessive odor, smoke odor, and cigarette burns.

After careful review of our records, we find that the location has provided ample documentation of the condition of the vehicle upon return. Based on this information, we find the charges to be valid without exception.

We apologize that we are unable to offer a more favorable response.

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: 03/31/2025
I am rejecting this response because: There was no damage, and what was written on your documentation was incorrect. To your admittance the vehicle was returned on-time, when I returned the vehicle, 1. it was cleaner than the condition I received it in. When I said something to your *** I was told there was no other car he could give me. 2. Their reasoning was there was a smell of smoke, I do not smoke at all and had small kids with me. 3. The car sat for 8 hours before it was checked in, I'm not responsible for what happens to your vehicle once I return it. For all I know your employee smokes and was smelling him/herself. Again, I am asking that you do what's right by your customer.
Business Response
Date: 06/06/2025
BBB #: 22959488
Case: 70473009

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

Thank you for your reply, we do apologize for any frustration that this has caused you.

As a gesture of **************** we have split the cleaning fee on your rental, this is a refund of $125.00. Please allow up to 10 business days for this refund to post back to the card on file.

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: 06/13/2025
[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:05/27/2025
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.
Rented a car from **** on 5/10 because my truck was in the shop. Had to do a couple extensions on the rental as my truck wasnt done yet. between extensions i was charged a $114.22 fuel charge even though the tank was full and i was extending the rental for another week. now they are making me jump through hoops to prove this and that even though this was a mistake on their end which initially they admitted too. They stole this $114.22 from me and are refusing to give it back. At the end of my reservation on 5/22 the tank was full and i was not charged a refuel fee. they charged me the refuel fee when i extended the reservation out another week, didnt even go out to the vehicle to check or verify anything.
Business Response
Date: 06/05/2025
BBB #: ********
Case: 72652218

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 the fuel charge refunded from your rental.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:05/27/2025
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 am writing to formally file a complaint against **** regarding a recent vehicle rental experience that involves inaccurate charges and potentially fraudulent accusations.I, ******* ********, rented a vehicle under Reservation Number 30636011US0 and Rental Agreement U289767800. The vehicle was picked up on May 10, 2025, and returned on May 11, 2025, at the designated drop-off location. Despite returning the vehicle on time and in accordance with the rental agreement, I was later accused by **** of a late return and charged additional fees that I strongly believe are incorrect and unjustified.I have repeatedly requested that **** review the surveillance footage at the return location to confirm the accurate time of drop-off. To date, I have not received clear communication, resolution, or any supporting evidence from ***** I have also requested that this matter be escalated to a manager, but I have not received appropriate follow-up.This complaint relates to **** Case Number ********.I am requesting the BBBs assistance in opening an investigation into this matter. I seek a fair and transparent review, and respectfully ask that **** be held accountable for substantiating their claims or removing the erroneous charges.Please let me know if any further documentation or information is required.Sincerely,******* ********
Business Response
Date: 06/05/2025
BBB #: ********
Case: 72871704

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 your reservation was booked for 24 hours to have the vehicle from May 10th, 2025, at noon and return on May 11th, 2025, by noon. However, our records show that you picked the vehicle up early at 10:08 AM and it was not returned until around 3:00 PM making the rental around 29 hours. As we bill in 24 hour periods the extra time you had the vehicle caused you to be charged for an additional day. Since the vehicle was picked up early it would have needed to have been returned back early at 10:08 or sooner to prevent being billed for an additional day of rental. Based on our review we do find the rental charges to have been billed correctly and no adjustment is warranted.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:05/27/2025
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 reserved a rental car online weeks in advance to have it cancelled a couple days before my trip. I called Avis, they made a new reservation. Avis canceled it again. I called, they made a new reservation. It canceled again the morning of. I booked online and PREPAID $171.72 on 4/17/25. Between paying and arriving at Avis in Weston, Avis canceled the reservation again. The front desk said they didn’t have the car type requested and they would refund my payment.

It’s been in excess of 2 weeks. I’ve emailed customer service numerous times to be told to wait for them to process it.

On 4/30 Avis wrote:
Upon review of our records, it appears that the system applied an incorrect rate to your rental. We value your business and have adjusted your rental to reflect the original rate as agreed on your reservation.

A credit of $171.72 USD has been authorized to your **** card. This process started on April 16th, please allow ten business days for processing. We are also emailing you an updated receipt for your records.

As of today, the refund still has not been received. I emailed Avis since and they have not responded. Can you please assist ?
Business Response
Date: 05/09/2025
BBB #: ********
Case: ********

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

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

Avis values our
relationship with travelers and always strives to do the right thing. We
apologize for the inconvenience this matter has caused.
Our records show that on April 16th a refund in the amount of $21.72 was processed back to your card as the system charged a cancellation fee of $150.00. The refund for the cancellation fee was submitted on April 28, 2025. Please allow up to 14 business days for processing. The credit should hit your account by May 16th, 2025.
Although we realize
that we cannot make up for a disappointing experience such as this, we do
appreciate your contacting us only by being made aware of a problem can we
correct it and offer the high quality of service that Avis customers expect and
deserve.

To demonstrate our
apologies for any inconvenience this matter has caused we have emailed you a voucher for $50.00 off for your use on a future rental.
Thank
you for giving us the opportunity to be of assistance to you.

Sincerely,

Avis Budget Group
Customer Advocacy
Response Coordinator

Customer Answer
Date: 06/10/2025

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. PLEASE KNOW THE FUNDS WERE CREDITED BACK TO MY ACCOUNT ON 5/12, only after involving the BBB and my bank disputing the charges. My many attempts to resolve directly with Avis did nothing positive. Thank you for your involvement to resolve this issue.

Regards,

******** ********
Initial Complaint
Date:05/27/2025
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.
(rental # *********) I rented a compact car on 5/3/25 which should have been a *** soul but instead i got a ****** corolla that was very uncomfortable and it was dirty on the roof off the car. Even if that was the only vehicle that they had available i understand but i rented a car because i need to do activity with my children. The moment that i left the car rental i felt the steering wheel shaking and trembling i felt very unsafe in the vehicle with my children, I had to drive home slowly because the car was not safe at all to drive and budget office was closed. My husband checked the car and the drivers side tire had a big bubble and the rim of the car was very dented in which was causing the car to tremble. On sunday I called budget and they told me to go at 1pm, to change the car, at this point i had to find other accommodations for my children getting to their sports and go again to budget. I get the same model car and i express my concern to the front desk and he basically said that there's nothing he can do, i lost 2 days of my rental that i paid for and it's just very shocking to me that if they check the car when they come back and clean them no one notice that they were giving me a unsafe car? I had my children in that car, i could have had a accident in the highway. I find this to be very irresponsible from budget and the lack of responsibility is shocking to me. I would like some sort of accountability for this and i want a refund for my days lost on my rental.
Business Response
Date: 05/09/2025
BBB #: ********
Case: 72347759

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

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

Budget 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 was provided a coupon for 2 days off a future rental.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Customer Answer
Date: 06/05/2025
[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:05/27/2025
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.
Complaint Summary:

I was charged $478.08 by Avis Rent A Car for services I did not use, authorize, or agree to. Despite repeated written requests, Avis has not provided any documentation justifying these charges. They are unresponsive and evasive.

Complaint Details:

I rented a car from Avis at Orlando Airport (Rental Agreement **********) for four days in April 2025. The rental was prepaid in full ($201.08). After returning the vehicle in perfect condition and on time, Avis charged an additional $478.08 to my credit card.

Avis claims this charge is for “key replacement,” “roadside assistance,” and an “unlimited toll” package. These claims are completely false:
• I returned the key as instructed, inside the door pocket.
• I never requested or received roadside assistance.
• I passed only two toll booths, for which the toll amounts to $4.28. I did not agree to any toll package.

I have requested the signed rental agreement and evidence of these services multiple times, but Avis has failed to provide any documentation.

I consider this charge fraudulent and unauthorized and demand a full refund. If unresolved, I will pursue further legal steps and public documentation of the incident.
Business Response
Date: 05/09/2025
BBB #: ********
Case: ********

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

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

Avis values our
relationship with travelers and always strives to do the right thing. We
apologize for the inconvenience this matter has caused.
We have attached a copy of your signed rental agreement as you requested and it does show the toll package and roadside options were accepted and signed for at the counter.
We have reached out to the Operations Manager for clarification on the key charges and when we hear back from their office we will advise you accordingly.
Thank
you for giving us the opportunity to be of assistance to you.

Sincerely,
Avis Budget Group
Customer Advocacy
Response Coordinator

Customer Answer
Date: 06/10/2025

Complaint: ********

I am rejecting this response because:

I must firmly reject Avis’ claim that the car key was not returned.
I followed the exact return instructions and left the key in the door pocket of the vehicle at the time of return. This was a standard return procedure and nowhere was I instructed to hand the key in personally or at a counter.

At no point was I informed that the key had not been found. I only became aware of this claim weeks later when I disputed the charge. Avis has provided no documentation, timestamp, or evidence showing the vehicle was indeed without the key or unusable for 9 days.

There is no record of a lost key report, no contact attempt from Avis, and no photo or signature confirming that I failed to return it. I consider the charge of $478.08 not only excessive, but also unsubstantiated.

I therefore maintain my request for a full refund.

Regards,

**. ******** ******
Business Response
Date: 06/10/2025
BBB #: ********
Case: ********
We appreciate you reaching out to Avis in regards to your feedback that we received pertaining to rental.
Our system shows this charge has been disputed with your credit card company.
Unfortunately, the charges for the key is valid, as stated previously, a new key was cut on April 24, 2025 so that we could re rent this particular vehicle. The Operations Manager has responded to this inquiry and again, we apologize this was not the desired outcome.
Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us only by being made aware of a problem can we correct it and offer the high quality of service that Avis customers expect and deserve.
Thank you for allowing us to assist you with this matter, we have closed this case.

Sincerely,

Avis Budget Group
Customer Advocacy
Response Coordinator

Thank you for giving us the opportunity to address your concern.

Sincerely,
Avis Response Coordinator
Initial Complaint
Date:05/27/2025
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 have been lied to and strung along since February They fix one problem and cause another and then it takes hours on the phone only to get someone to say they fixed it and it will be noted. And then days later when it's not fixed you call back to see what the problem is and nobody knows what you're talking about They say they don't see any notes or even know what you're talking about. They will not get you on the phone with the person you spoke to previously so it's The blind leading the deaf! Their consistent double charging has caused me so many problems that I could not even list them all here! This company needs to be regulated and not be allowed to access people's bank accounts because you can just Google their name and see the thousands of people that they have done this to! I have spent over 11 hours on the phone with no rellief only more aggravation! Please help me get my money back from this horrible company!
Business Response
Date: 06/09/2025
BBB# ********
Avis case #  ********
Profile # ******
Thank you for your reply.
We have reviewed the notes from your case. Our records indicate that we have billed your card for each of your rentals as an **** driver. we collected one payment for each rental. We would suggest contacting your bank to determine why there are multiple entry's on your statement. We apologize for the frustration this has caused.
Thank you for giving us the opportunity to address your concern.
Sincerely,
Avis Response Coordinator
Customer Answer
Date: 06/10/2025

Complaint: ********

I am rejecting this response because: You keep saying there were multiple calls and that it was properly explained to me and that is not correct while there was many calls nothing was ever properly explained to me because it was me that was properly explaining to you! You also say that you attach bank statements to prove something. All that you attached where the screenshots of my bank statement that I sent you to prove that it was a mistake! It's nice that you try to spin this around but the facts remains that you improperly billed me because you have this ability that you abused to force payments through when the money for the payment is not even there! Even if this was a proper debit it would still be nice for a phone call or email before a forced payment is taken! You could read for days with just Avis and I'm not saying Avis is the only one because there are many others that are just as bad but you could read for days of people that you have done this to and abused the ridiculous power that you have to force a payment through and hopefully someone will stop this bullying by companies like yourself!

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.

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.

Any difficulties or problems encountered by a customer are a concern to us, and we apologize most sincerely for any inconvenience you may have been caused. Please be assured that your experience was not typical of Avis' usual high standards, and that the responsible manager has been contacted to prevent any recurrence.

Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate you contacting us. Only by being made aware of a problem can we correct it and offer the high quality of service that our customers 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
Avis Budget Group

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