Complaints

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

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  Avis Rent A Car

  6 Sylvan Way Parsippany, NJ 07054

• 

  Avis Rent A Car

  1460 Route 22 Watchung, NJ 07060

• 

  Avis Rent A Car

  306 Ray St Whitehorse, YT Y1A 5R3

• 

  Avis Rent A Car

  3820 MacDonald Rd Richmond, BC V7B 1L8

• 

  Avis Rent A Car

  240 12 St New Westminster, BC V3M 4H2

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:05/27/2025

  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 pre booked and rented a car at the *************** (March *****) and drove to ******* for my flight. I dropped the car off at the **** parking lot where I was directed to by staff and then took the bus to my flight to ********* for our wedding anniversary. **** did not check back in my rental for two additional days apparently, ($80.99 contracted price v $360.65 billed). When ******** conflict resolution team got involved (they were the contractor agency) they were informed: We spoke with **** to advocate for your refund. Unfortunately, since your booking was reserved as non-refundable, they are unable to make any exceptions to their policy and will not be issuing a refund.There is camera proof that I dropped off the car and I have proof of my flight. I may even have meta data showing I dropped the car off. I am requesting the BBBs assistance in refunding me the additional days that were charged to me due to ****s error or fraudulent activity.

  Business Response

  Date: 05/08/2025

  BBB #: ********
  Case: 72194751
  
  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 this issue resolved. 
  
  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 prepaid for a rental at *** and when I arrived I was told, very rudely, that chime **** credit cards are not accepted. I could not find this information anywhere on the website. I had to have a family member drive 2 hours to make a reservation at a different rental agency, which cost over $700. I have been refunded but am looking for the difference to be refunded as well. If I had no one to assist me I would have had to fly back home and miss several paid for events and reservations that could not be refunded. The woman at the counter was extremely rude and aggressive. I was upset as I'm halfway across the country and wasn't expecting to be left stranded. I was given no other options, just attitude. When i was speaking with someone else she still kept making rude remarks. I hope she's happy with herself for making an autistic person cry. Traveling is hard enough for me and this ensures I will never use **** and will make sure anyone close to me does not as well

  Business Response

  Date: 05/08/2025

  BBB #: ********
  Case: 72457839
   
  Dear ******* Price, 
   
  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 apologize for the issue you had with an unprofessional employee. There is absolutely no excuse for disrespectful behavior by a staff member, and we are disappointed to learn that you were not treated professionally.
   
  At ***** we pride ourselves on courteous customer service, and your experience was not typical. Be assured that a copy of this letter, along with the details of your report, is on its way to the appropriate management team.
   
  Unfortunately as we do not accept Chime cards for the initial pick up we are unable to offer compensation for having to rent with another company. 
  
  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:05/27/2025

  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 bought a **** from this dealership, and they have not sent me the most recent title. This process has been ongoing for FOUR years. I went back and forth with corporate, and they sent me a title after several years. However, the *** would not accept it because it is not the most recent title. When I contacted corporate again, they redirected me back to the ****** Dealership because they restructured how they send out titles. I have contacted the new contact numerous times to get an update on when it should be in the mail, but they keep saying it'll be in the mail yet it never shows up. My most recent correspondence has been with ******* ******. VIN: ***************** YEAR: 2019 PURCHASE DATE: May 17, 2021

  Business Response

  Date: 05/08/2025

  BBB #: ********
  Case: 72452027
   
  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 ************************* to investigate the issues you raised further. When we receive a response from their office we will advise you of the resolution. We apologize for the inconvenience this has caused. We appreciate your patience during this process.
  
  Thank you for giving us this opportunity to be of assistance to you.  
   
  Sincerely,
  
  ABG Client Relations Team 
  *****************

• 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.

  On 3/22/25 at approximately 11:00 am I rented a car from Avis car rental from their port canaveral location (rental agreement #********* & reservation #***********)
  Upon signing paperwork and given the keys my wife and I went outside and observed that the vehicle had some visible damage as well as tires that looked old and worn. We asked an employee in the parking lot if this vehicle was ok and he assured us that everything with the vehicle is safe and any damage is documented.
  I did take photos of the car at that time showing some of the damage. The odometer was 46533.
  
  We used the car to travel by highway to Flagler beach and made a few local trips the next day.
  
  While parked at ****** food store my wife made a comment how bald the tires looked. I took another picture of the car.
  
  On Monday 3/24/25 we returned the car to Avis at Orlando airport. The ending mileage was 46896.
  
  On Saturday 4/26/25 I received a letter stating that I was going to be charged $470.41 for returning the vehicle with damage.
  
  I immediately called their customer service number to get more information and dispute this. I spoke with customer service representative Nakisha, who could not supply specific details about the damage. She said that it needed new tires and a balancing.
  
  She did send me an email that I can reply to with the photos that I took and my explanation of what had transpired.
  case #*********
  
  On 4/29/25 I received a response from Avis that in sum and substance that I would have to pay for this alleged damage.
  
  I requested an itemized list of damage that they are alleging. I also requested that I would like to see this specific vehicles maintenance records.
  
  I did not have any unusual damage to this vehicle and I drove the vehicle normally as I would my own vehicle.
  
  I had this vehicle for a total of approximately 52 hours and drove a total of 363 miles.
  
  I am requesting that Avis stop this unjust request and not to charge any additional fees.

  Business Response

  Date: 05/07/2025

  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 damage fee billed on the rental.  A credit of $470.41 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 allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

  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.

   

  thank you for your quick response and resolving my issue. I look forward to future car rental arrangements with Avis.
  
  
  
  Regards,
  
  
  
  **** *****

• 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.

  Rental number #********* *****************************(****************, *****************, C. 466, *****************, ****************, *****, **********)Associate **** **************** to process 2000 dollar deposit and also refuse to reply to any of the email or phone calls. His number is **************

  Business Response

  Date: 06/03/2025

  BBB #: ********
  Case: 73113366
  
  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 the *************************** location is independently owned and operates as a franchisee of *****************. We've forwarded your complaint to the owner of this franchise so they can respond. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Client Relations Team

• 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.

  **** encourages customers to get insurance on vehicle only to not due diligence in making sure the customer in immediately back on the road! I hit a pothole which caused a puncture in the rear driver side tire! The vehicle had to be towed! The next day however I am still without a vehicle and **** says there is nothing they can do until the status of the vehicle is confirmed!, stating that there is no time stamp to when I could be back on the road! How unprofessional! You pay insurance for this type of situation! I do **** and now Im losing money, plus they said I would not be reimbursed for the possible days that I will be without a vehicle! This is extreme unprofessional and Im very disappointed in ***** I pay 375 a week and this is how Im treated!

  Business Response

  Date: 05/07/2025

  BBB #: ********
  Case: 72216168
  
  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 the location made an adjustment on your last contract for the inconvenience and this matter has been resolved.  

  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 ********* customers expect and deserve. 

  Sincerely, 

   

  *****************
  Customer Advocacy 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 was billed an additional unauthorized amount of $73.95 for pre-paid fuel. The rental car was returned with a full gas tank. Upon picking up the rental car I specifically told the agent I did not wish to pay for pre-paid fuel and that I would fill up the tank before returning the car. The counter terminal did not allow me an option to decline the pre-paid fuel. When I again told the clerk that I did not want to pay for pre-paid fuel, I was told that as long as I returned the tank full, I would not be charged. This appears to be intentional fraud on behalf of the Budget rental agent.

  Business Response

  Date: 05/07/2025

   BBB #: ********
  Case: 71317532
  
  Dear *********** ****, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

  Budget 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 customer service refunded the gas option on May 1, 2025 and we consider this matter resolved.

  We appreciate your taking the time to bring this matter to our attention. We look forward to seeing you at a Budget rental office soon.

  Sincerely, 

   

  Avis Budget Group
  Customer Advocacy Response Coordinator

   

• Initial Complaint

  Date:05/27/2025

  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 am filing a complaint against Budget/**** regarding discriminatory treatment, poor customer service, and retaliatory actions following my attempt to address the issue through proper channels.On 2/14/2025 I was treated in an unprofessional and racially biased manner by a rental sales agent at *******************************. After the incident, I filed a formal complaint with Budget/**** through their customer service channels. Despite following the appropriate process, I received no response or resolution.Shortly after sharing my honest experience in a ****** review, I discovered that I had been placed on the companys Do Not Rent list without any prior notification, explanation, or opportunity to discuss the situation. Given the timing, it strongly appears that Budget/**** retaliated against me for raising legitimate concerns and publicly reviewing their service.This type of retaliation, especially after reporting discriminatory treatment, is completely unacceptable. It demonstrates a disregard for customer rights and raises serious concerns about how Budget/**** handles complaints of discrimination and customer feedback.Resolution Requested:Immediate removal from the Do Not Rent list.A full review and explanation of how and why I was placed on the list.An apology for the discriminatory and retaliatory treatment.A commitment from Budget/Avis to ensure fair and non-discriminatory service to all customers.I am seeking a prompt and fair resolution. If this matter is not addressed appropriately, I am prepared to escalate it further through additional regulatory agencies.

  Business Response

  Date: 05/07/2025

  BBB #: ********
  Case: 72207852
   
  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.
  
  We have reviewed your rental and the notes from your case. We have contacted the our security department to investigate the issues you raised further. When we receive a response from their office we will advise you of the resolution. We apologize for the inconvenience this has caused. We appreciate your patience during this process.
  
  Budget takes claims such as your very serious. Budget has a "zero tolerance" policy against any form of unlawful discrimination. It is not only against the law but bad business.
   
  Budget has a diversity committee. The ************************** investigates each and every claim of discrimination, and if the allegation is sustained, Budget takes the necessary corrective actions.
   
  Your report has been forwarded to the Budget Diversity committee.
  
  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:05/27/2025

  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.

  Reservation Number: 28700854US0Amount Paid: $97.91I prepaid for a vehicle reservation with **** for pickup at their ***************** location in *********, **, on April 24, 2025. The **** website clearly instructed that customers not flying into the area should retrieve their vehicles from this location. However, upon arrival at *****************, I was told that I could not pick up the vehicle there and that I needed to go to their airport location on **************** instead. This directly contradicted the instructions provided on their website and caused unnecessary confusion, inconvenience, and delay. When I arrived at the airport location, I was informed that I could not rent the vehicle because I did not have a major credit card on hand, even though I had already prepaid the reservation using my debit card. The requirement to present a major credit card was not disclosed at the time of booking. Had this information been properly communicated, I would not have proceeded with the reservation. To make matters worse, **** conducted a soft credit inquiry using my debit card without my notice or consent. I discovered this inquiry on my credit report afterward. I was not informed at any point that a credit check would be performed as part of this transaction, and I did not authorize it. I contacted **** customer service directly to request a refund of the $97.91 I prepaid for the reservation. Despite the misrepresentation regarding the pickup location, the undisclosed credit card requirement, and the unauthorized credit inquiry, **** refused to issue a refund and cited their company policy. Resolution Sought: A full refund of $97.91 for the prepaid reservation that **** refused to honor. Written confirmation that the unauthorized soft credit inquiry has been removed from my credit report. Review and correction of ***** website disclosures regarding pickup instructions and credit screening practices to prevent this from happening to future customers.

  Business Response

  Date: 05/08/2025

  BBB #: ********
  Case: 72142835
  
  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 a full refund in the amount of $97.91 was requested on April 28, 2025.  Please allow up to 14 days for processing.

  We show that you presented a debit card at the location and a soft credit inquiry was completed.  Soft inquiries do not impact your credit score and normally fall off within 30 days. 

  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 **** customers expect and deserve. 

  Once again, we apologize for any inconvenience caused by this matter and we thank you for allowing us to assist you. 

   

  Sincerely, 

   

  Avis Budget Group
  Customer Advocacy Response Coordinator

  Business Response

  Date: 06/04/2025

  BBB #: ********
  Case: 72142835
  
  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 a full refund in the amount of $97.91 was requested on April 28, 2025.  Please allow up to 14 days for processing.

  
  We show that you presented a debit card at the location and a soft credit inquiry was completed.  Soft inquiries do not impact your credit score and normally fall off within 30 days. 

  
  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 **** customers expect and deserve. 

  
  Once again, we apologize for any inconvenience caused by this matter and we thank you for allowing us to assist you. 
  
  Sincerely, 
  
  *****************
  Customer Advocacy Response Coordinator

• Initial Complaint

  Date:05/27/2025

  Type:Order 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.

  During the rental process on March 31, 2025, I informed the agent that I possessed existing collision coverage. Despite this, the agent specifically warned me that in the event of an accident, I would be held personally responsible for the company's "loss of use" and would be charged the daily rental rate for each day the vehicle was out of service for repairs. This warning was presented as a significant financial risk I would face even with my existing collision coverage.Based solely on this explicit warning about unavoidable loss of use charges, I accepted coverage specifically to protect against that particular risk. The agent then sold me an insurance product, assuring it would cover the loss of use liability they had just described.However, I have since investigated and confirmed that the agent's statement regarding my automatic liability for substantial loss of use charges under my circumstances was not accurate. Several different agents from Budget and Budget/**** have informed me that there is no charge or coverage for this type of loss. The coverage I purchased was a duplicate of my auto policy for collision. I was pressured into purchasing coverage based on a false premise presented by your agent. I was sold Loss Damage Waiver under the guise of protecting myself from a specific financial liability that, according to my findings, I would not have faced. The agent sold me coverage for a specific "loss of use" risk that was non-existent in my situation, exploiting me based on inaccurate information.This constitutes a deceptive sales tactic. I agreed to the charge for Loss Damage Waiver, totaling $224.40, directly because of the agent's inaccurate warning about loss of use liability.

  Business Response

  Date: 05/08/2025

  BBB #: ********
  Case: 71703864
   
  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 counter agents are sales agents, so they are going to attempt to make a sale, but you can always decline. 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.
  
  Based upon the information you provided and the findings of our internal investigation, we show that this case was sent to the location already and the charges have been upheld. As you had the benefit of the coverage in good faith during your rental the charges 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 
  *****************