Business Profile
Auto Rentals and Leasing
Avis Rent A CarHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Auto Rentals and Leasing.
Reviews
This profile includes reviews for Avis Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.07/5 stars
Average of 1,046 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromCherrell C
Date: 11/27/2024
1 starCherrell C
Date: 11/27/2024
Today, the day before Thanksgiving Avis called. The representative apologized as she said they would not be able to honor their reservation with me. I was supposed to pick up the vehicle today for a six hour drive to visit relatives for Thanksgiving. She stated they were waiting for cars from the airport and that they have a first come first serve policy. I told her I had a reservation and the reservation was supposed to guarantee a vehicle. She kept apologizing but offered no solution. My family was left trying to find transportation to see family. It was awful.Avis Rent A Car
Date: 11/29/2024
BBB Review #*****
Avis Case: 69559999
Dear ******* *************************,
Avis values the relationship that we have with our travelers and always strives to do the right thing. Our apologies for not having your reserved vehicle available.
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. At your convenience, please reach out to us directly at ************************************************************** and provide us the following information below, so we can investigate this matter further.
Reservation Number (1234-5678-XX-9 format);
Rental Agreement Number;
Renter's Name (as spelled on the reservation or rental agreement);
Renter's Profile Number;
Renter's Driver's License Number;
********************** Location;
Exact Date/Year of Rental;
We await your reply and look forward to assisting you in the future.
Sincerely,
Avis ************
Customer Advocacy Response CoordinatorReview fromStephanie B
Date: 11/27/2024
2 starsStephanie B
Date: 11/27/2024
Bait and switch when it comes to Avis Preferred promotions! On two separate occasions, I registered for Free Days promotion as an Avis Preferred member. Both times, I met the terms and conditions but did not receive my free days. I called and emailed numerous times about this issue without success in receiving the free days I am due. The last customer agent representative that I spoke to did try to help and research the issue. However, he stated that I didn't meet the terms as the reservations were made through my workplace. When I asked him to show me the exact terms that stated that, he couldn't. Before now, I have used Avis 8-10 times each year. However, I will definitely think twice in the future.Avis Rent A Car
Date: 11/29/2024
BBB Review #*****
Avis Case: 69510940
Dear ******* ******,
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.
As clarified in our program terms found on our website at ************************************************************************ as follows:
Rentals made with any of the following discount codes or profile types will not qualify for the promotion: corporate accounts that do not allow employees to participate in reward programs, Avis WEB/GEB accounts, employee rates for Avis or any affiliated company or licensee, government, travel industry, tour, wholesale or convention rates; rentals booked on Priceline or Hotwire, rentals that receive mileage/credits/points for a frequent traveler program (i.e. airline frequent flyer, hotel points program, etc.), rentals using a Free Day(s) coupon.
Regretfully, the corporate rate applied to your recent rentals disqualifies them from being eligible for the program.
We hope this information is helpful to you. Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
Sincerely,
Avis ************
Customer Advocacy Response CoordinatorReview fromRobert S
Date: 11/27/2024
1 starRobert S
Date: 11/27/2024
Lahaina Hi, I returned the rental the day after due to a slow leak in the tire. The tire was holding air but lower than the others. Avis charged me for a tire I did not damage. Not cool guys. They found a way to charge me for the extra insurance I felt I didnt need. I will never use them again. They didnt even give the car I selected.Avis Rent A Car
Date: 11/27/2024
BBB Review #*****
Avis Case: 69489233
Dear ******* ******,
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.
At check in the agent at return does not inspect the vehicle for damage and/or cleanliness. The vehicle is sent to our maintenance team after each rental then inspected after it is returned and if the vehicle is found to have been damaged, it will be taken out of flee to be repaired. A trace was performed on your rental and shows the rental was pulled our fleet. Once the vehicle has been repaired and can be returned to renting, the invoice for repairs is processed from the location to the corporate headquarters before being forwarded to the customer for notification of charges. This process typically takes 1 to 3 months between when the vehicle is returned and notification is received by the customer, but can take up to 12 months in some cases. All repairs are performed first for proper billing then you are notified of associated cost.
Our records indicate this vehicle was sent to maintenance after your rental period. We found no record or pre-existing condition being reported at the time of checkout or during your rental use. Your contract obtained no coverage purchased and therefore the renter assumes full responsibility for any damage that occurs during the rental.
Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
Sincerely,
Avis ************
Customer Advocacy Response CoordinatorReview fromJacob H
Date: 11/27/2024
1 starJacob H
Date: 11/27/2024
I want to start this by saying that I have rented exclusively with AVIS for the last 10 years and probably have 100's of rental days with them. I had a recent rental from the *************** for work. The vehicle got dirty at the job site and I ran it through a car wash, but the floor mat on the drivers side was dirty from my shoes. When I returned the rental the AVIS *** walked around and looked inside the vehicle, told me I was good to go, printed my receipt and I walked away. The next day I received a notice from AVIS that I am being charged a $450 cleaning fee. I inquired as to why, and they sent me a "damage ***ort" showing a dirty floormat and some dust on the door sill on the driver side of the vehicle. I disputed the charge via email and was told there was nothing they could do and that the vehicle was graded by their personnel on the ground. I then called AVIS customer service and was told they expected me to return the vehicle in exactly the condition in which I picked it up. I was offered no considerations for my years of loyalty, and offered no discount on the $450 fee to clean a dirty floormat. I have rented vehicles at the beach with AVIS and had my kids track sand into them and never been charged a cleaning fee. I have had a week long trip to ******* where it rained the whole time and we got mud on every floormat in the car and was not charged a cleaning fee.I have disputed this charge with my credit card company. AVIS has lost a loyal customer. I would suggest renting elsewhere. My advice to AVIS would be to figure out a more creative and less extreme way to s**** over their customers. If someone's floormat is dirty, maybe charge them $50. They might not go through the effort to dispute a charge that small. Charging someone $450 for something that requires a quick vacuum and wipe down is only going to make them angry, and convince them to look elsewhere for future rentals.Avis Rent A Car
Date: 11/29/2024
BBB Review #*****
Avis Case: 69158228
Dear ******* *******,
Avis values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience of an unexpected charge.
Renters are expected to return the vehicle in the condition it was received in. If a car is returned to us with trash, pet hair, mud or dirt of any kind, stains, or other soilage residue that a customer leaves behind, a location will bill up to $450.00 to clean the car so that it can be rented again. Based on the photos taken by the location of the condition the vehicle was returned in, we do find the cleaning charge to be appropriate. We understand you may not agree with this policy, but this is the expense associated with restoring the car after your use.
Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
Sincerely,
Avis ************
Customer Advocacy Response CoordinatorReview fromCharity T
Date: 11/26/2024
1 starCharity T
Date: 11/26/2024
They are the worst company on planet earth. I rented a vehicle over a month ago. Today at 10am ***** called to tell me they don't have a vehicle. I am to pick the car up at ****** today. Then proceeded to tell me that the vehicles didn't come in. Who fault is that???? Any professional rental car company would ensure they had vehicles where they needed to be for rental reservations. Do not under any circumstance, ever (& I mean ever) rent a car from AVIS!! Save your time, money, and peace of mind. Go some where professional and reliable. If there was a way to give negative stars, I would. That is how terrible this company is.Avis Rent A Car
Date: 11/27/2024
BBB Review #*****
Avis Case: 69481795
Dear ******* ******,
Avis values the relationship that we have with our travelers and always strives to do the right thing. Our apologies for not having your reserved vehicle available.
We forecast vehicle availability based on how vehicles are scheduled to return. Several circumstances could cause inventory issues such as vehicles being extended, not returned on time or as agreed, returned to a different location, or breakdowns. We do our best to accommodate every rental but sometimes if vehicles aren't returned when they are scheduled, it causes us to be short on vehicles. We do confirm that our **************** team made arrangements with the ***************************************************************************************** location to match your reservation and left a voicemail and email with this information on November 26th.
Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
Sincerely,
Avis ************
Customer Advocacy Response CoordinatorReview fromHarry S
Date: 11/26/2024
1 starHarry S
Date: 11/26/2024
I rented from an Avis location in **, and prepaid. I returned the car early, and didnt use the entire prepayment amount. I made an initial call to inquire about the bill which didnt match my receipt. I spoke to a lady who directed me to the pre-deposit refund representative, who was a TERRIBLE customer representative. She informed me that there are clear notices on the app about it being non refundable (which is not true, you have to click into documents and scroll down dozens of pages) and also was extremely condescending. The vehicle and on site location service was good, but a typical case of outsourced remote customer service representatives who arent interested in helping the customer at all.Avis Rent A Car
Date: 11/29/2024
BBB Review #*****
Avis Case: 69421326
Dear ******* *******,
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.
There is never a reason for any representative of Avis to be rude or disrespectful to customers. Reports such as this are not taken lightly and the inappropriate behavior you encountered with our **************** team will be addressed with the responsible manager urgently; we can assure you all necessary actions will be taken to ensure this behavior is stopped.
Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
Sincerely,
Avis ************
Customer Advocacy Response CoordinatorReview fromDanielle T
Date: 11/26/2024
1 starDanielle T
Date: 11/26/2024
We rented a car at ********************. We waiting in a line for and hour and a half to get our car. When we got in the car it reaked of smoke and it was filthy. We heard a noise when we drove out of the parking lot but all of the systems were reading okay and we were already late for an event because we had to wait. After about 10 minutes on the freeway, the tire blew out. We had to pull over and replace the tire with a donut. We continued our hour drive. When we got to our location, we called them. They requested we drive the car back but the donut is only rated for 50 miles so we requested someone drop a car off to us. They quoted us ****** to bring a car to us. The next morning they found a car at a location only 25 minutes from us, customer service assured us that they called ahead and they had a car waiting for us and there would be no extra fees. The manager said he never received a call, they did not have the same size vehicle. When we returned the car, they charged us $10. a gallon to fill the tank, they had an extra driver fee and also charged us for the defective tire! Their customer service department was a complete nightmare. This is the second time we have had an issue with Avis and the second time they have ruined our vacation!Avis Rent A Car
Date: 11/27/2024
BBB Review #*****
Avis Case: 68872768
Dear ******* *******,
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 forecast vehicle availability based on how vehicles are scheduled to return. Several circumstances could cause inventory issues such as vehicles being extended, not returned on time or as agreed, returned to a different location, or breakdowns. We do our best to accommodate every rental but sometimes if vehicles aren't returned when they are scheduled, it causes us to be short on vehicles. We are sorry that this affected your pick up as well as the exchange. Our **************** team has issued an adjustment of $136.33 on November 10th to address this.
Regarding completed charges, renters are expected to return the vehicle with the same fuel level listed on the original contract or will be billed at an additional refueling rate. We do offer the option to pay for a full tank of fuel at the beginning of the rental, which will allow the vehicle to be returned with less fuel or empty.
Renters are able to add additional drivers to the rental; the fee is $13 per day per additional driver in most U.S. states. The maximum additional driver fee for a rental period is $65 per additional driver. The additional driver fee does apply to friends and extended family members (including parents, siblings, and children) who want to drive the rental car as an additional driver. These drivers must fill out the additional driver form and must be 25 years old or older. After filling out the form, they must present a valid drivers license at the ********************** counter.
We hope this information is helpful to you. Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
Sincerely,
Avis ************
Customer Advocacy Response CoordinatorReview fromSean H
Date: 11/25/2024
1 starSean H
Date: 11/25/2024
Just got off the phone with avis customer care for the 8th time. I don't know where the care part is. But I know I'm ready to start this class action law suit against them. Anyone looking to join in on this class action law suit let me know. *******Avis Rent A Car
Date: 11/26/2024
BBB Review #*****
Avis Case: 68525797
Dear ******* Hr,
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.
From a review of your case, we did confirm that booked a reservation on August 23rd on ************************** and prepaid $320.23. On September 30th, you contacted **************** and your reservation was modified with an amount due of $72.68.
Your rental was in use from October 9th to October 15th and you were billed a total of $520.40 for 6 days of use, rental coverage, and associated tax. After your prepayment of $320.23 was deducted, the additional $200.17 was billed to your card on file.
On October 17th, your additional charges were explained and it was brought to our attention that the vehicle had not been clean during your use. We were disappointed to hear about this and regret that we were not given the opportunity to address it during the rebtal use. Our **************** team provided two coupons for one free day on October 17th and two free days on November 19th for the complaint. We do consider these accommodations to be appropriate for the details provided and timeliness of the complaint that was raised.
Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
Sincerely,
Avis ************
Customer Advocacy Response CoordinatorReview fromKatie W
Date: 11/25/2024
1 starKatie W
Date: 11/25/2024
Zero stars. I rented a car from the ********************** location for 5 days using my corporate discount. I returned the car before the time on my contract, pristinely clean. A few days later, I receive their $450 excessive dirty cleaning letter via email, saying my card would be charged in 7 days. I called customer service and am told it was due to a smoke smell. I inform them this is impossible as I have never smoked a day in my life. The representative on the phone told me she reviewed the photos and saw no evidence of smoking in the car so the charges would be removed. They sent me a stop billing letter in my email the same day. Today, 7 days later, I received their letter via mail postmarked on the day I received the email. I am still watching my bank account like a hawk to be sure they dont charge me for this scam. The amount of complaints that match my exact same story is ridiculous and it astounds me this company is still operating. I will NEVER use AVIS or BUDGET ever again, and will absolutely be coming back to dispute this if I see any more charges from this fraudulent company on my account. Shut them down.Avis Rent A Car
Date: 11/26/2024
BBB Review #*****
Avis Case: 69311723
Dear ******* *********,
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.
Renters are expected to return the vehicle in the condition it was received in. If a car is returned to us with trash, pet hair, dirt of any kind, or evidence of smoking or cigarette that a customer leaves behind, a location will bill up to $450.00 to clean the car so that it can be rented again. We understand you may not agree with this policy, but this is the expense associated with restoring the car after your use.
The location did provide photos of ash residue found in the vehicle and the mileage matching your use; however, our **************** team has stopped the charge in full.
Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromDawave
Date: 11/24/2024
1 starDawave
Date: 11/24/2024
Reserved online with ****** employee discount, but checkout agent at *** would not give discount because I didnt have my employee badge. No mention of this requirement online. I had to pay twice my estimated rate. This was a bait and switch, raw deal. Never again.Avis Rent A Car
Date: 11/26/2024
BBB Review #*****
Avis Case: 69492912
Dear ******* *****,
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 partners with many companies to provide their members and employees with discounts and benefits. In our agreement with these companies, we may need verify eligibility at the time of pick-up. If a renter cannot provide proof of eligibility such as a member ID or proof of employment, we cannot continue with the reserved rate and will apply a currently available rate based on the use taking place. This is clarified on the checkout page on our website when booking a reservation; a Terms and Conditions pop-up window is available next to an acknowledgement check-box which discloses under Section 2. for Standard Charges:
2.3 Rate Eligibility Requirements. If at the time of booking, the rate in the Agreement is a conditional rate (such as a special rate, promotional rate, or corporate rate) or benefit discount code, and at the time of booking or at any time during your rental, you fail to meet the conditions of the rate, we will charge you the applicable default higher rate for similar rentals. An unauthorized use of a conditional rate or benefit discount code will be viewed as an unlawful use and theft of services for which Avis can pursue legal remedies, including but not limited to reasonable attorneys fees and costs, and for which Avis can void any associated discounts or rental benefits.
We understand that you may have overlooked this information, however we are not able to make exceptions to this requirement if our counter agents are prompted to confirm eligibility.
Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
Sincerely,
Avis ************
Customer Advocacy Response CoordinatorDawave
Date: 12/06/2024
Yes, Aviss observation that proof of eligibility for discount is required at checkout is correct. However, the website only specifies how a current ****** employee can prove eligibility and not how a retired ****** employee can verify eligibility. Retired employees dont have their badge or email account anymore, so its not clear how I could have proved eligibility. The website accepted my employee id number as proof to get discounted reservation, so Avis should be clear about how retirees can prove eligibility at checkout.
Avis Rent A Car is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.