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Auto Rentals and Leasing
Avis Rent A CarHeadquarters
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Reviews
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Customer Review Ratings
1.07/5 stars
Average of 1,051 Customer Reviews
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Review fromZhibo W
Date: 07/26/2022
1 starZhibo W
Date: 07/26/2022
I reserved a car from 7/22/2022 to 7/27/2022 on www.avis.com. Things changed, so I decided to return it on 7/24/2022. I called the customer service on 7/23/2022 and asked to modify the reservation. The representative told me the total charge is $260.35. He also told me that since I prepaid $825.62 on their website, the difference of $ 565.27 is non-refundable. I returned the car on 7/24/2022.
I understand that they might reserved the car for me and a certain amount of penalty is reasonable. But I called one day in advance to return the car and the difference is totally non-refundable does not make sense to me.Avis Rent A Car
Date: 08/01/2022
In regards to the aforementioned BBB complaint. Thank you for contacting Avis car rental by way of your local Better Business Bureau. We do appreciate the time you have taken to bring your rental experience to our attention. Reports such as yours are most appreciated, since they help us target and correct areas of service which might be improved.
Unfortunately, we are unable to investigate the matter you have described with the information provided. All records are kept by the reservation number or a rental agreement number; therefore, please provide the information listed below so that we may complete our investigation. You may feel assured that as soon as this information is received, we will give the matter our immediate attention.
Thank you in advance for your cooperation. We look forward to hearing from you shortly.
Reservation/Rental agreement Number ________________________________
Renter's Name ( If different then what is on complaint) ____________________________________
Rental location __________________________________
Exact Date of Rental _______________________________
Sincerely,
Customer Advocacy Response Coordinator
Escalation Team
Avis Budget Group, Inc.
Zhibo W
Date: 08/01/2022
My Avis reservation: # ***********
My name: **, ***** ( same as what is on complaint)
Rental location: Fort Smith Regional Airport
Date of rental: July 22nd to 24th ( prepaid for July 22nd to 27th)Avis Rent A Car
Date: 08/04/2022
Case: XXXXXXXX
Dear Mr./Ms. ***
In regards to the aforementioned BBB complaint, 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.
Avis does not wish to deceive anyone we do our best to make sure that all pertinent information is made available to our customer within the terms and conditions of the rental contract. At the time of prepayment part of the terms and conditions that you agree to state that in the event you return the vehicle back early, there is no refund for unused days of rental.
As a gesture of Customer Service we have requested for the unused time to be refunded, please allow up to 15 business days for this refund to process.
Thank you for giving us this opportunity to be of assistance to you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromArthur E
Date: 07/25/2022
1 starArthur E
Date: 07/25/2022
I received a letter from AVIS dated 7/18/22 claiming that I was being charged $125.00 due to "excessive interior dirt-sand." When I complained, they sent me a report with photos. The photos do NOT show anything "excessive" as claimed in that letter. There was "no excessive dirt" noted in these photos, nor any "sand" as claimed in the report. In fact, AVIS's own report which allegedly supports this charge specifically uses the term "light" in reference to the alleged dirt. So its own report admits there was nothing excessive. When I complained, the Cust Service Rep asked me if I had any photos to show the car's condition. Why would anyone do that? She also suggested I take photos next time I rent. There will not be a next time as I will no longer use AVIS.Avis Rent A Car
Date: 07/26/2022
Case: ********
Dear Mr./Ms. ********,
In regards to the aforementioned BBB complaint, 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 reviewed the pictures provided by the counter and confirmed they do show trash and dirt left in the vehicle. Based on that the cleaning fee is a valid charge, however, in an effort to reflect your concerns and to promote positive customer relations we have adjusted stopped the cleaning fee from billing.
Thank you for giving us this opportunity to be of assistance to you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorArthur E
Date: 07/27/2022
I appreciate their decision to not charge me. But these charges are not valid. Based on their position I would need to vacuum my car after rental period and remove every last bit of paper trash before the return. There were only a few items of paper trash per their pictures and their own real oft says there was only "light" amounts of dirt. Their own findings show that any charge was invalid and absurdAvis Rent A Car
Date: 08/01/2022
Thank you for your reply.
Avis is actively working to improve our service levels, and your feedback has proved to be valuable.
Once again, Please accept our sincere apologies for any inconvenience you may have been caused.
Thank you,
Response Coordinator
Avis Budget Group
Review fromKim H
Date: 07/23/2022
1 starKim H
Date: 07/23/2022
Wow, I wish I read all these reviews before I rented/got robbed from Avis. This was my first & last experience. I reserved car at SeaTac Airport Avis. When I picked up the car, the agent asked if I would like insurance. I said no to the insurance. Once we were finishing the transaction, he had me sign what I was told was a rental agreement. He had me sign on the electronic signature pad. The pad was blank & he didn't show me anything on his computer screen. He had me sign 2 blank screens. He gave me a pamphlet and sent me on my way. I finish my trip & returned the car with no issues. A few days later, I received a charge for insurance. I called customer service immediately & was greeted with some of the worst customer service I have ever had. This is an obvious sneaky move on Avis' part to get more money from customers. After reading multiple reviews on this site, I sadly realize that this is a common Avis practice. I only gave 1 star because I can't give 0. Highway robbery & awful customer service!!!Avis Rent A Car
Date: 07/26/2022
Case: ********
Dear Mr./Ms. *****,
In regards to the aforementioned BBB complaint, 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 are disappointed that you feel you were manipulated into signing for these items. Although we do not doubt your veracity, our decisions are based on the facts at hand. The rental agreement was signed and the additional services were provided by Avis. In the event of an accident, damage to the rental car, third party property, etc., your financial responsibility would have been greatly reduced if not voided completely. Because of this we are unable to remove the full cost of these options. However, our records show that our Customer Service team has split the coverage with you, this was a total credit of $169.93
Thank you for giving us this opportunity to be of assistance to you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromAlex B
Date: 07/22/2022
1 starAlex B
Date: 07/22/2022
If I could give less than 1 star I would.
My husband and I rented a car From Avis for pick up on June 17th 2022 for 6 days. However when we went to pick up the rental car it was not available. We contact Avis and were told no locations have our rental available. However Avis offered to cover the difference for us to use a different rental car company. (this is their policy) So we did us another company. We were told by Avis we just needed to send the receipt and Avis will have a reimbursement to us within 48 hours. (All sounds too good to be true) And it was.... Today is July 22nd 2022 and we still have not been reimbursed. We have called SEVERAL times and each time we have been told a different time frame of when we will have our money. $1252.21 is what we are owed.
Today I called and spoke with a Manager named Freddy and was told I will need to wait another 3 business days before we get our money. I asked to speak to his supervisor and was told "they don't have time to take my call. "They are too busy. I must wait 2 business days. " I of Course said that is not acceptable as this has taken over a month. I was then told by Freddy "The managers don't have time to just sit in their char and cross their arms and wait. So I must wait." You can imagine my husband and I are beyond frustrated and at this point don't know how to get our money back from them. #********Avis Rent A Car
Date: 07/23/2022
Case: ********
Dear Mr./Ms. ********,
In regards to the aforementioned BBB complaint, 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 credit of $1,253.06 has been processed. Please allow up to 10 business days for this credit to post.
Thank you for giving us this opportunity to be of assistance to you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorAlex B
Date: 07/25/2022
Thank you for your prompt response. I am looking for clarification and an exact date we should have our money back. As each time we have been told something different. On July 22nd I was told we must wait 2 more business days to complete our 10 day " processing" . So we should have our money no later than Tuesday July 26th. Is that what you are showing?
At this point we would like to be contacted by the highest supervisor you have that can help give us some actual answers.Avis Rent A Car
Date: 07/28/2022
Case: ********
Dear Mr./Ms. ********,
Thank you for your reply.
The credits ABG issues are processed electronically. The credit we issued has been forwarded to your bank. They should be able to determine the time frame for our credit to post to your account. We apologize for the inconvenience this matter has caused.
Sincerely,
Avis Response CoordinatorReview fromBern B
Date: 07/21/2022
1 starBern B
Date: 07/21/2022
I was overcharged hundreds of dollars for an Avis/Budget rental due to their deceptive business practices. Through a 3rd-party site, I rented a car from Avis/Budget for pickup in northern Germany for return a few weeks later in southern Germany. My voucher said I'd be paying at pickup, but when I picked up the car at the airport, I was told I wouldn't be paying for the rental until drop-off. I found that I didn't really need the car for the last few days (although I was remaining in the area for those days) so I returned the car a few days early. I was not then aware of any possibility of being charged MORE for this early return - thought maybe I'd get some money back if anything - but I never imagined being charged more than the original almost $1200 voucher amount. I asked the agent how much the charge was and for a receipt, and he said he couldn't give me one right there (it would be "emailed"). Being uncomfortable about not even knowing for sure if the amount I was charged matched the voucher, I asked if there were any additional charges, and he indicated that he didn't know of any. But, two days later when I received the email, I was charged an additional $353 for the early return (which apparently is somewhen in tiny print in the rental agmt but I wasn't then aware of it). Had I known about an early-return charge at the time I walked in the office to return the car, I COULD HAVE SIMPLY SAID I WOULDN'T EARLY-RETURN THE CAR AND RETURNED IT LATER. Not telling you how much they're charging your credit card, or that there's a large extra charge for returning it a bit early is just horrible business practices, and I feel like I've been royally ripped off. There are much better options out there with companies that actually care about their customers - this isn't one of them.Avis Rent A Car
Date: 07/23/2022
Case: ********
Dear Mr./Ms. ******,
In regards to the aforementioned BBB complaint, 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 contacted our Operations Manager to review the issues you raised. When we have received a reply from their office, we will advise you accordingly. We appreciate your patience during our investigation.
Thank you for giving us this opportunity to be of assistance to you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorBern B
Date: 07/25/2022
I do have additional info to add. First, my full name is ***************. I rented the car at the Bremen, Germany airport on 5/18/22 pursuant to a rental voucher through ******** for return in Reutlingen 6/10/22, which voucher indicated a total cost of $1190.03 USD (we believed this would be the exact total amount, in USD, charged to our credit card upon return of the car undamaged with full tank). The Budget confirmation number for this rental was *********. FYI, I'm a dual German/US citizen, and travel to Europe pretty often (at least I did prior to Covid) to visit friends and family. At pickup time in Bremen, your agent required my credit card as a prior authorization before they'd release the car, and gave me a "pre-authorisation cardholder copy" receipt totalling $1337.51 USD (which, even given the then-current exchange rate, shouldn't have been more than ~$1253.89) but he mentioned something about it incuding a 100Euro deposit as I recall. Anway, this was a requirement for picking up the car, but I thought I'd be actually charged $1190.03 USD when I returned the car, undamaged with a full tank (which I did). I was quite satisfied with the car and arrived in Reutlingen in early June; but not really needing it longer and not then aware of any possibilitiy of extra charges for an earlier return (I'd never even heard of such a thing before), I returned it on 6/7/22 - 3 days early. I thought I might even get a bit of a refund or, worst case, have to pay the full $1190.03 USD. As mentioned in my prior complaint, I was VERY uncomfortable at not knowing how much I was being charged when I returned the car in Reutlingen. The agent there was quite pleasant but, when I wanted to verify the charges (which, had I known they were higher, I could have changed my mind and elected to return the car on schedule since I remained in Reutlingen, staying with friends, for a few more days!) didn't know anything about anything - just said we'd be emailed the receipt which I first saw 2 days later showing 1395.28 Euros. So my wife and I were in total shock when our *********** Visa was charged $1543.13 USD for the rental - a whopping $353.10 MORE than the USD $1190.03 that we were expecting (and even ~ $122 USD MORE than the up-charged 1395.28 Euros on the receipt we were emailed days later would have converted to on 6/7/22 since the Euro nearly was at parity with the USD then). I believe that Budget's failure to disclose, EVEN WHEN ASKED, that there where additional, unidentified "surcharges and fees" of any kind, including for returning the car a bit early - in which case I could have kept it a few more days without problems -constitutes horrible business practices. Had the charge for the car been disclosed at drop-off, I would have known immediately that there was a problem and could have taken actions to avoid them (certainly the early-return up-charges). I think that your agents should, in fact, disclose at pick-up ALL the things that can change the pre-agreed-upon price (e.g., not full tank, damage to car, and EARLY RETURN, etc.) since, having rented cars for travel in the US and abroad literally hundreds of times in my life (Budget/Avis cars incuded), I'd never heard of charges for early return prior to that date (and it doesn't make much sense to me). Anyway, if you would like any further info, you can call me (or my wife, who usually handles these things for us) at ********************.Review fromSaman B
Date: 07/20/2022
1 starSaman B
Date: 07/20/2022
They are very rude and never answered about charge me $750 extra. It's about 6 months and I sent several email and attached all the documents that they asked. Every time they applied for the same documents as they asked before. They never answered me by phone. Never never never rent a car from this company.Avis Rent A Car
Date: 07/22/2022
Regarding the BBB mentioned above, Please accept our apologies for any inconvenience you may have encountered with your rental.
To fix this, we attempted to refund the one-way fee of $750.00, but we received a message that the card linked with your rental declined: Invalid credit card number. If you can verify the number, we can process the credit. We look forward to your reply and resolve the issue you raised.
Thank you for giving us the opportunity to intervene on your behalf.
Sincerely,
Budget Response Coordinator
Saman B
Date: 07/22/2022
Thanks for your answer but how can I verify my card number? I'll send you an email, hopefully I get a answer and refund.Avis Rent A Car
Date: 07/22/2022
Regarding the BBB mentioned above, Please accept our apologies for any inconvenience you may have encountered with your rental.
To provide your credit card number please call our Customer Service at XXX-XXX-XXXX and reference case number XXXXXXXX.
Thank you for giving us the opportunity to intervene on your behalf.
Sincerely,
Budget Response CoordinatorSaman B
Date: 07/27/2022
The same as before. Nobody answered. Just transferred me to another person. It happened several times . No body answer me.
The worst customer service ever.Avis Rent A Car
Date: 08/01/2022
Thank you for your reply.
We were able to process the credit of $750.00 to the payment method on file, and it should post to the account within 3-5 business days.
Once again, we apologize for any inconvenience this matter has caused you.
Sincerely,
Budget Response CoordinatorReview fromJeffery C
Date: 07/20/2022
1 starJeffery C
Date: 07/20/2022
I reserved a van rental from Avis in June 2022. When I arrived to pick up my rental the location said the didn't have the vehicle. They tried to send me to an airport 2 1/2 hours in which I obviously said no. Avis said that if I went to a different company they would reimburse me the difference. I have been in touch with customer service multiple times about the reimbursement. They claim it will be 48 hours - 5 to 7 business days. Each time I call them it is a different response. As of June 20,2022 they have yet to refund me the difference.Avis Rent A Car
Date: 07/22/2022
Regarding the BBB mentioned above, Please accept our apologies for any inconvenience you may have encountered with Avis.
We're sorry that you have not received your promised credit of $446.34. We have reached out to our Processing Department to determine why you have not received the refund. When we have received a response from their office, we will advise you of the resolution. We appreciate your patience during our investigation.
We regret the inconvenience this has caused.
Sincerely,
Response Coordinator
Avis Budget Group, Inc.Review fromDavid O
Date: 07/19/2022
1 starDavid O
Date: 07/19/2022
We reserved a Ford Expedition 3 months ago. Car was to be picked up at noon. Arrived at Bethel Road, Columbus, OH location and was told the car was at the airport lot and would be driven over in 1-1 1/2 hours and we would be called when ready. No call came. At 5:30 we drove back to find the location closed but hours said open until 6:00. After 20 minutes the attendant returns and tells us our car isn't coming because there has been a recall (the recall was 2 months ago and other Avis locations we have since spoken with knew nothing about the recall). He has nothing else comparable for us and says "Sorry, nothing else I can do." We were heading out early the next day with 6 people, their luggage and provisions for a 15 hour trip to Maine that we have been planning for almost a year. We had the attendant call his boss Dan at the Columbus Metro Airport who was no help at all. I told the attendant we were not leaving until they had a solution because Avis was responsible for the problem and needed to correct it. We waited and waited with no progress. I then asked if they could check other cities nearby like Cleveland. After supposedly making calls the attendant says Dan has found a Chevy Suburban at the Cleveland Airport lot, has sent a picture of it with the license plate (he quickly flips his phone as if to show the picture but does not actually allow us to see it). He assures us that the car is reserved for us and Dan has talked to the manager in Cleveland. He said all we have to do is drive one of the cars on the lot to Cleveland to pick it up. Next day- load up, not enough room so we are holding luggage on our laps, but we just have to drive 2 hours to Cleveland. We get to the airport and the manager knows nothing about a reservation for us, says no one called, they haven't had an SUV on the lot in 4 days, they don't take pictures and the Cols Avis employees lied. He can do nothing for us. Dan will not answer his phone or respond to our texts. We are ********Avis Rent A Car
Date: 07/19/2022
Case: ********
Dear Mr./Ms. ***,
In regards to the aforementioned BBB complaint, 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 giving us this opportunity to be of assistance to you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorDavid O
Date: 07/21/2022
I could not finish my information due to space limitations so here is the rest: We call and text Dan 25 times at Columbus airport and he doesn't answer or respond to our texts or voicemails. We call the employee at Bethel who, after I identify myself, puts me on hold and never picks up after 50 minutes. We have no help from anyone at Avis. Who does this sort of thing to customers? What are we supposed to do? After wasting over an hour at the Cleveland Avis we have no choice but to continue driving. We are so upset with the deceit and disregard for our safety, comfort and care by the employees at Avis. I spent the next 3 hours waiting trying get someone at AVIS customer service to help us and getting repeatedly disconnected after waiting over 30+minutes. Multiple times I would finally get a live person, explain the problem and then get disconnected while waiting to speak to a supervisor. I connected with a supervisor who was trying to get a car for us in Buffalo - Sophia. While discussing what car to reserve, I got disconnected and she never called me back. I connected with another supervisor who told me Sophia had in fact reserved an SUV at Buffalo airport. He said it was on our file and we just needed to exchange cars. When we get to Buffalo, guess what? No one has any information about a car being reserved for us. There is nothing in the system. At that point I was in tears. How could this be happening again? The ladies at the Buffalo Airport Avis were great. They sent people out into their lot to find a car for us. As ironic as it is, the car they had for us was a Ford Expedition - the same car we reserved but were told by Columbus Avis couldn't be rented to us due to a recall. Neither Buffalo Avis or Cleveland Avis knew anything about a recall. We experienced nearly 3 hours delay with our trip, stress, anger, frustration, discomfort and anxiety due to the deceitful behavior of the 2 Columbus Avis employees. The deliberate and calculated deception and fraudulent behavior of Dan and the Bethel Rd employee was shocking. Is this the corporate culture cultivated at AVIS? These 2 individuals violated the Avis Code of Conduct, failed to maintain the core values of integrity and responsibility of AVIS not to mention the number of ethical violations they committed. We would like to be adequately compensated for the harm they have done to us and want them fired for what they have done. We are not the only customers who have experienced similar treatment from the Bethel Road location. Lies, misrepresentations and fraud seem to be standard practices at this location by its employees and manager based on the Google reviews. Why hasn't AVIS taken any action to stop this behavior?? I would appreciate a personalized response to this complaint with details of actions that will be taken. We spoke to Huda Dahab, the operator of this location, but she did nothing but apologize, which is insufficient recourse. Our rental agreement number is XXXXXXXXX in the name of ***** ***** ***.The rental was made at the 1400 Bethel Rd, Columbus, Ohio location. The only car they had for us to use to drive to Cleveland was a Kia Carnival. We switched cars at the Buffalo airport.Avis Rent A Car
Date: 07/22/2022
Thank you for your reply.
I've attempted to use the rental agreement number XXXXXXXXX it is showing an invalid number. Is it possible that one of the numbers was transposed? Can you provide the reservation or car (mva) number, so we can continue our investigation?
Thank you in advance for your cooperation. We look forward to hearing from you shortly.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorDavid O
Date: 07/25/2022
I apologize. The rental agreement number is *********Avis Rent A Car
Date: 07/26/2022
Mr. ****
The following monetary credits have been submitted:
$268.75 = On July 23rd
$ 80.62 = On July 24th
The above credits have been processed on MasterCard account number ending ********* Please allow three business days for these credits to post.
Regards,
Customer Resolution CoordinatorDavid O
Date: 07/29/2022
I find it disappointing that you think less than $350 is adequate compensation for what my family was put through by Avis. Your employees colluded in a lie to a customer of Avis, sending that customer on a 2 hour trip to another city for a car your employees knew was not there. Then after discovering the fraudulent representation by your employees my wife spent 3 hours or her time trying to get through your customer service line and getting repeatedly disconnected after ridiculously long waits. Then, one of your supervisors told her the situation had been resolved and we would have a replacement car waiting for us at the Buffalo airport. We drove out of our way to the airport and found the information given to us by your supervisor was again, not true.
I would like this complaint to be re-reviewed by the Director of the Customer Service.Avis Rent A Car
Date: 08/03/2022
Case: ********
Dear Mr./Ms. ***,
In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
As the vehicle was exchanged within 24 hours of the rental we do feel the issues credits are fair and reasonable and no other adjustments would be issued.
Thank you for giving us this opportunity to be of assistance to you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromJamie H
Date: 07/19/2022
1 starJamie H
Date: 07/19/2022
We rented from Avis from 06/19-06/25 at the John Glen airport. We had to change cars three times because the oil light kept coming on. After checking credit card statement, we were charged a toll charge of 55.00 for a place we did not go. They also charged us for 239.86 gas and insurance which the gas tank was full when we return the vehicle and paid for the insurance at the counter. Did not receive deposit back, was told they used the deposit to pay for insurance. We will never rent from them again.Avis Rent A Car
Date: 07/19/2022
Case: ********
Dear Mr./Ms. *****,
In regards to the aforementioned BBB complaint, 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.
By way of explanation, at the check-out/start of each rental the rental sales agents is required to offer for a nominal fee the option to accept LDW, SLI or our Roadside safety net (RSN) coverage. We are disappointed that you feel you were manipulated into signing for these items. Although we do not doubt your veracity, our decisions are based on the facts at hand. The rental agreement was signed and the additional services were provided by Avis. In the event of an accident, damage to the rental car, third party property, etc., your financial responsibility would have been greatly reduced if not voided completely. Because of this we are unable to remove the full cost of these options.
As a gesture of good will, we will gladly split the cost of the coverage. This is a total credit of $110.78, please allow up to 10 business days for this credit to post back to the card on file.
Thank you for giving us this opportunity to be of assistance to you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromshan c.
Date: 07/18/2022
1 starshan c.
Date: 07/18/2022
I had rented a car from 7/7 to 7/16 at Avis for my son's tennis tournament. I gotten a quota for $514 plus tax becoming an overall cost of $714 on 6/22.
On 7/7, when we arrived to pick up the car, the worker didn't give me the order I had requested online. He then proceeded to convince me the given car was better than the one I had ordered. With three hours to drive left to the hotel after a plane ride and no other option I just accepted the offer. However, when I first got into the car, i noticed the chair had grease marks, the worker told me if I don't take it, I have to wait for much longer to get a different car.
The next day, when there was better lighting, we found garbage in the back seats, including a smoothie cup under the chairs.
We dealt with the inconveniences as the tournament was a very important one up until we were to return the car. I filled up the gas tank and brought it back to the car rental. I was beyond appalled when I got a receipt for $1370.62. Nearly double of the quote! I called Avis customer service, the worker couldn't even explain the extra charges and resolve the issue and continued with the charge of an extra $660. The worker put me on hold with his manager after a long heated discussion and proceeded to disconnect me.
Another one of the tennis families booked the same schedule as us, showed me their car rental receipt for $505. Their vehicle was a SUV Cadillac and I just had Sedan Nissan. This is not the first time I have rented a car, in fact I rent often for my sons tournaments and yet this is the worst experience in my life.Avis Rent A Car
Date: 07/19/2022
Case: XXXXXXXX
Dear Mr./Ms. ******
In regards to the aforementioned BBB complaint, 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 at the time of rental you accepted the following services.
Gas Service Option (GSO) $73.66
Loss Damage Waiver (LDW) $30.99 per day = $309.90
Additional Liability Insurance (ALI) $14.50 per day =$145.00
We do show that our Customer Service Team did adjust 50% off the LDW and ALI on your rental, this is a total credit of $279.89 brining your total rental charges down to $1090.73.
Thank you for giving us this opportunity to be of assistance to you.
Sincerely,
Avis Budget Group
Customer Advocacy Response Coordinatorshan c.
Date: 07/19/2022
I had told the sales agent that I have insurance, I don't need extra. He had told me to get basic $14.50 which cover entire trip you used. Now I got charged each day. I am a mom, taking kid for tournament, not a crazy driver, why I need to pay extra. Also, I had filled up full tank of gas, I can provide the receipt. It's just so unfair to the customer.
What's LDW & ALI? Why did your company explain this fee to your customer when you gave out the quote. Do you always give out comparable quote at the beginning and charge customer double at the ends?
I am very upset that I got charged extra $380 more than my quotes.Avis Rent A Car
Date: 07/19/2022
Case: ********
Dear Mr./Ms. *****,
In regards to the aforementioned BBB complaint, thank you for giving us the opportunity to address your concerns.
The LDW is the Loss Damage Waiver which waives your responsibility in the event of damage or loss of the vehicle. The ALI is Additional Liability Insurance which covers any damage to a 3rd party or their property. We are disappointed that you feel you were manipulated into signing for these items. Although we do not doubt your veracity, our decisions are based on the facts at hand. The rental agreement was signed and the additional services were provided by Avis. In the event of an accident, damage to the rental car, third party property, etc., your financial responsibility would have been greatly reduced if not voided completely. Because of this we are unable to remove the full cost of these options.
As you have stated you did refuel the vehicle please sent a copy of your fuel receipt to ***************************** and reference your case number ******** and we will be more than happy to review it for credit.
Thank you for giving us this opportunity to be of assistance to you.
Sincerely,
Avis Budget Group
Customer Advocacy Response Coordinatorshan c.
Date: 07/20/2022
NO one had explained to me about the LDW, ALI at all. Not at the beginning or the end. Your quote didn't show any of these charges. This is quite frankly the literal definition of "highway robbery". Since I got the car, you were already on the computer adding random charges that were never a part of the conversation.
I had rent from Priceline.com, Expedia, when I return the car, I got charged with the amount they quote me, I have never been charged with unreasonable fees.
Give me an attachable email account, I will send you my quote and the receipt that I had filled up the tank.
I won't accept any coupons; I want my credit back. I will NEVER use Avis again, don't need the $50 coupon. If this issue is not resolved and I don't get my money back you will not see the end of this on any social media platform.
shan c.
Date: 07/20/2022
NO one had explained to me about the LDW, ALI at all. Not at the beginning or the end. Your quote didn't show any of these charges. This is quite frankly the literal definition of "highway robbery". Since I got the car, you were already on the computer adding random charges that were never a part of the conversation.
I had rent from *************, *******, when I return the car, I got charged with the amount they quote me, I have never been charged with unreasonable fees.
Give me an attachable email account, I will send you my quote and the receipt that I had filled up the tank.
I won't accept any coupons; I want my credit back. I will NEVER use Avis again, don't need the $50 coupon. If this issue is not resolved and I don't get my money back you will not see the end of this on any social media platform.Avis Rent A Car
Date: 07/22/2022
Thank you for your reply.
We have reviewed your email and notes from your case. Based on your information and our internal investigation findings, we have refunded the coverage charge billed on your rental. A credit of $559.76 has been issued to the **** on file. The credit will post to the account within 3-5 business days.
We apologize for the inconvenience this matter has caused. Please be assured that your experience was not typical. A copy of our report has been sent to the appropriate manager for corrective actions.
We thank you for your business, and accordingly, we are closing our case.
Sincerely,
Avis Budget Group
Response Coordinatorshan c.
Date: 07/30/2022
It's been more than a week, 6 business days, I DID NOT see it credit back to my account.Avis Rent A Car
Date: 08/03/2022
Thank you for your reply.
We have checked our records and show the following credits were issued and the date of issue:
$279.89 on July 19th, 2022
$279.88 on July 22nd, 2022
$90.65 on July 31st, 2022
All credits were issued to the ************************ and the credits came to a total of $650.42. If you are not seeing the above credits please contact **** directly as to the status of these refunds.
We thank you for your business, and accordingly, we are closing our case.
Sincerely,
Avis Budget Group
Response Coordinatorshan c.
Date: 08/04/2022
I did get all three refunds, thanks for your attention, and please clarify all fees upfront.
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