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Business Profile

Auto Rentals and Leasing

Avis Rent A Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They charged me $473.39 twice for the same rental. This is an obvious error and they refuse to fix it.

      Business Response

      Date: 06/04/2025

      BBB #: ********
      Case: 72885925

      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 checked our records and was not able to locate a duplicate charge to your MasterCard ending in 9704. If you are still seeing a second charge please reply with a copy of your credit card statement showing the charges in question. 

      Thank you for allowing us to assist you. 

      Sincerely,

      *****************
      Client Relations Team

    • Initial Complaint

      Date:05/24/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint Against: Avis Car Rental Nature of Complaint: Improper Smoking Fee Charged Case Number: ******** Reservation Number: 17369351US6 Rental Agreement Number: U310206142 Rental Location: ************************* Complaint Description:I am writing with deep frustration and disappointment regarding a $450 smoking fee that was charged to my account following a recent rental with ***** at the ************************* location. I was absolutely shocked to see this fee because I do not smoke and did not smoke in the vehicle at any time during my rental.When I contacted **** to dispute the charge (Case #********), I was told there was evidence supporting the fee. However, the only documentation provided was a few photos showing dust inside the car not smoke, not ashes, not cigarette butts, and certainly nothing that reasonably proves smoking occurred. There was no mention of an issue at drop-off, and no further evidence ********** someone who has never smoked in my life, this accusation felt completely unfounded and even insulting. I offered to provide medical records or any other documentation necessary to prove that I am not a smoker, and my offer was ignored. The fee was simply upheld without fair consideration or transparency.I take pride in being a responsible customer and returning vehicles in good condition. To be accused of something I didnt do and then charged an excessive $450 without clear, credible evidence has left me feeling dismissed and taken advantage of. This situation has caused me unnecessary stress and has shaken my trust in Avis.Desired Resolution:A full refund of the illegitimate smoking charges. I truly hope someone will take the time to look closely at this situation and recognize that a mistake was made. I would appreciate a fair and timely resolution.Sincerely,*******

      Business Response

      Date: 06/06/2025

      BBB #: ********
      Case: 70178728

      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:05/24/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 vehicle at MCO 5/9 and returned it on 5/10. Had a bad experience and to top it off Im being charged for damage. I made an appointment to pick up an SUV on ********** with my fastbreak number. I came to the front desk and had no quick pick up as planned but had to wait in line only to find out they had no SUV. My option was to wait 20 minutes or take a minivan instead.i have no kids and was not happy but it was for 1 day. I came into the vehicle and it had a smell like must but I didnt want to wait as it could be 30 minutes plus to wait for another vehicle or get back in the long line. The smell hid itself with the ** on. I then returned the car with no damage and left my GoPro and a ****** lock in the trunk.i came back from my cruise and reported it missing this morning.10 minutes later an email says we dont have it. Then I see another email with a $600 bill for a cracked windshield that I didnt do and the crack is from top to bottom on the windshield. dont you think the person that came into the car to take note of the gas mileage would of seen it? My theory is someone drove the car for 3 miles after I dropped it off, ( my return mileage and your picture shows 3 miles difference)had a rock hit it and blamed me. Or there was some unseeable damage near the rubber gasket of the windshield near the bottom. Would explain the musty smell of water that could of been dripping in the car and then the crack grew. This email was 4 days later after I dropped it off. VCR9416375

      Business Response

      Date: 06/06/2025

      BBB #: ********
      Case: 72685250

      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 had this issue resolved. 

      Thank you for allowing us to assist you. 

      Sincerely,

      *****************
      Client Relations Team

      Customer Answer

      Date: 06/06/2025

      [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:05/24/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This Budget location is advertised as a port location with shuttles (supposedly) between the port and the rental location. In reality this is a local neighborhood Budget with no infrastructure whatsoever to handle the traffic from a port. Me and my small daughter waited over one hour for the shuttle. Having to spend money in an **** to get to the location because no shuttle ever showed up. We arrived at the location to a line of over 2 hours and at least 100+ people waiting on cars and quite literally 3 agents helping. The ** barely working in a hot Florida day and a small room crowded to the brim with customers. This place does not have the infrastructure to handle port traffic. It can barely handle a neighborhood amount of business. Worst off they charge full price for this mess. I would like a refund for both the car and the ***** And for the business to stop advertising this as a port option.

      Business Response

      Date: 06/06/2025

      BBB #: ********
      Case: 73181137

      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.

      Once this complaint was received, we tried to conduct an investigation. Unfortunately, there was not enough information provided, and your rental was unable to be located if you would kindly provide us the following information below, so we can investigate this matter further.

      Reservation Number;
      Renter's Name;
      Rental Location;
      Exact Date/Year of Rental;

      Thank you for allowing us to assist you. 

      Sincerely,

      *****************
      Client Relations Team

    • Initial Complaint

      Date:05/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Tried to rent from **** in *******, ** 6 months ago. Was quoted a price and reserved the car. When I showed up, all cars in my category (economy) were rented (none available). At that moment, they said the only thing they could do was bump me up to a midsize and charge me a over $300 more for a rental that was less than a week.Additionally, the person at the desk was extremely rude. Condescending, and lacked all empathy. Other people at the rental were experiencing the same thing.I called my friend who is a lawyer to understand the laws in ** (as I had made a reservation), and this made the person at the desk even more rude. I ended up leaving without a car, and $60 in **** charges to get there and back.I am shocked this place is affiliated with a national brand like ****. If I was ***** I would dissociate myself from this branch, ****. I am concerned about renting from **** now in the future, if they do not have corporate controls to ensure more ethical practices and better customer service.

      Business Response

      Date: 06/06/2025

      BBB #: ********
      Case: 73180553

      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.

      Once this complaint was received, we tried to conduct an investigation. Unfortunately, there was not enough information provided, and your rental was unable to be located if you would kindly provide us the following information below, so we can investigate this matter further.

      Reservation Number;
      Renter's Name;
      Rental Location;
      Exact Date/Year of Rental;

      Thank you for allowing us to assist you. 

      Sincerely,

      *****************
      Client Relations Team

    • Initial Complaint

      Date:05/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 at the Budget Rental for the *****************. I was driving to *********** Ill to see my daughter's graduation. Picked up on a Friday. Saturday morning noticed the check engine light. Did not feel comfortable driving and had a graduation and family events to attend. I had family drive me around. I took the car to an OReilly auto shop to scan it to make sure I could drive the hour and half back to the drop off location. The auto store noticed in the computer system it had been scanned for the same before. I explained this upon drop off and was told to call customer service. I did call and filed a complaint and asked for a refund since I was ********* drive it and they knowledge gave me a car with an emissions issue. They told me to call back in 5 days to hear the decision. They told me they would not offer me a refund because I did not return the morning I noticed the light. I explained I was on the way to my daughter's graduation and could not drive the hour and half back. They then proceeded to hang up on me.

      Business Response

      Date: 06/05/2025

      BBB #: ********
      Case: 72396164

      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 are incredibly sorry for the experience you had and the stated condition of the vehicle that you received. Although we realize that we cannot make up for a disappointing experience such as this, we are happy to discount $20.00 from your rental. Our review found that we were not contacted about the issues until after the rental was completed which means we were never given the opportunity to address or resolve this matter at the time of issue. 

      Thank you for allowing us to assist you. 

      Sincerely,

      *****************
      Client Relations Team

    • Initial Complaint

      Date:05/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 May 1st approximately 12:30 pm I reserved an intermediate car. The employee was having a difficult time. He was assisted by an employee twice then eventually a supervisor. After **************************************** and when the contract was finalized, he had me sign. I could not see what I was signing as the kiosk machine was old and the screen made it difficult to read. I asked that he tell me verbally the daily rate in which he stated It is a package it does not tell me the daily rate Fatigued I rented the vehicle from May 1st to May 2nd, the desire was to keep the vehicle until May 8th, however; I assumed I could call **************** and receive the information I needed regarding the vehicle and extend it if need be. Once I was in the vehicle, I called CS. I confirmed the daily rate as $24.00 per day. She informed me that there were a lot of additional add Ons. I informed her that I did not agree to the charges, she extended the vehicle to the desired rate and sent a confirmation email with the new amount upon returning the vehicle I would then owe. I was driving and unable to review the email confirmation but noticed in the subject line it said, RENTAL EXTENSION CONFIRMATIONI was then satisfied and believed that this was all taken care of properly. Two issues with this 1. I would never have extended at this rate with the additional add Ons #2 She failed to put the extension dates in the system. On May 3rd I began receiving text messages that my vehicle was overdue. After contacting Avis rental car at least 15 times during my rental period and receiving various responses including but not limited to a supervisor will return your call twice, (never happened). I finally was able to provide a COPY of the extension agreement on May 5th to customer service and was given reference number A8777D75 AS THE **** NUMBER. I have still not been made whole from this debacle

      Business Response

      Date: 06/06/2025

      BBB #: ********
      Case: 72284440

      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 did speak with a **************** Supervisor and we did refund $183.67 and $664.22 from your rental. We do find the remaining charges to be valid an no additional adjustment is owed. 

      Thank you for allowing us to assist you. 

      Sincerely,

      *****************
      Client Relations Team

    • Initial Complaint

      Date:05/24/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Subject: Dispute Regarding Inaccurate Placement on Avis Rent a Cars Do Not Rent List I am writing to formally file a complaint against Avis Rent a Car for placing me on their Do Not Rent list based on inaccurate and unverified information.According to ****, the reason for this action was due to alleged inappropriate language used toward one of their employees on February 11, 2019, in *******, *****. I was initially notified of this claim on May 13, 2025, and immediately informed **** that I could not have been involved, as I was not in ******* at that time due to a life-threatening situation involving a death in my family.On May 14, 2025, I received a follow-up from an **** representative stating that the incident actually occurred between January 31, 2019, and February 4, 2019, an entirely different timeframe, yet still during the same period I was away from ******* dealing with the same family emergency. Therefore, I maintain that I was not involved in any such incident and was not in the city where it allegedly took place.Given these facts, I believe someone may have fraudulently used my personal information to rent from ****, resulting in a case of mistaken identity. I respectfully request that **** immediately remove my name from their Do Not Rent list and purge any erroneous or fraudulent records associated with this incident from their system.I am requesting the Better Business Bureaus assistance in resolving this matter and holding **** accountable for correcting this unjustified and harmful action against me.Please feel free to contact me should any further documentation or clarification be needed.

      Business Response

      Date: 06/04/2025

      BBB #: ********
      Case: 72503908

      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.

      Once this complaint was received, we tried to conduct an investigation. Unfortunately, there was not enough information provided, and your rental was unable to be located if you would kindly provide us the following information below, so we can investigate this matter further.

      Full Driver's License Number:
      State of Issue for License:

      Thank you for allowing us to assist you. 

      Sincerely,

      *****************
      Client Relations Team

    • Initial Complaint

      Date:05/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 vehicle with Avis on 3/13/2025 from the Avis at the CVG international airport location. I prepaid for my rental in advance with my debit card in the amount of $182.33 and upon pickup at the location I had to pay a 250 dollar deposit which I put on my ******** Credit card. The car was returned at the same location that I picked it up at on 3/17/2025 at 4:30 pm EST which was earlier than the designated return time of 6:30 pm. Avis scanned the barcode upon the return and advised that I would receive my receipt via email within 24 hours. I did not receive an email and on 3/24/25 I received calls and email from their loss prevention department stating that they didnt have the vehicle. I called them and they opened up a ticket to that particular location to locate the vehicle which wasn't completed until 4/1/2025. I called over 10 times for an update and received no response and was advised it was escalated to their district manager. I was then charged 2508.85 for the vehicle even though it was returned on the date it was due back and they additionally tried to charge me 1596.00. I called and requested that the video footage of me returning the car at the date it was returned etc and for a refund for the overcharges etc and Avis then black listed me and deleted my account. I received no refund of the overage of charges. I received an email from Avis Resolution on 4/7/25 with ticket number ********* and they said that they found no discrepancies and refused to advise or send the video footage of the car being returned on 3/17/25 and advised that they were unable to provide any credit.
      I have since tried to call their Loss prevention department and have received no further correspondence from management as I had requested.

      The rental agreement number for this is *********. My credit card company has also attempted to contact them with no response to get this corrected.

      Business Response

      Date: 06/05/2025

      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 the charges have been disputed with your credit/debit card company. Please note that once Avis 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,

      Avis Budget Group
      Client Relations Team

      Customer Answer

      Date: 06/05/2025



      Complaint: ********



      I am rejecting this response because:



      Avis is correct that this matter is being disputed to my credit card company and has been in the dispute process for over 60 days because AVIS billing has not responded to any correspondence that my credit card dispute company has sent to Avis to date. I tried to resolve this numerous times with Avis and they would not respond or denied to resolve it. Avis needs to rectify this immediately because I am fully prepared to take this matter to court and have retained an attorney to represent me on this matter. 



      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.

      Unfortunately, you will have to continue to wait until the dispute has been completed and your credit card company will advise you of the outcome.

      Sincerely, 

      ABG Client Relations Team
      Avis Budget Group, Inc. 

    • Initial Complaint

      Date:05/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 dropped off a rental car perfectly cleen and with a full tank of gas. The attendant came and checked the car and said everything was good, so I gave him the keys and we left. I received an email a week later saying that they were charging me $450 to clean a car that was already clean.

      Business Response

      Date: 06/04/2025

      BBB #: ********
      Case: 72619761

      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 have been refunded for the cleaning fee. 

      Thank you for allowing us to assist you. 

      Sincerely,

      *****************
      Client Relations Team

    Avis Rent A Car is NOT a BBB Accredited Business.

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