ComplaintsforAVIS

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rented a car with Avis and pre-paid for the rental. Picked up the car from *********** on Thursday Oct 24, 2024 at 3:40pm and returned the car to *********** Avis Rental Car area on Monday Oct 28 at 8:50am. I entered the rental car return area, the car had a full tank of gas, was directed by an Avis worker to pull all the way up, and to leave my keys on the dashboard. He scanned the car and told me "you're all set". I left the keys in the car and left the rental car area and took the tram to the airport. Rental agreement number ********* and confirmation number 12508997US4. On Nov 1 2014 I noticed a $60 charge from Avis pending on my credit card and checked my reservation on the Avis app. It said I had not returned the car. I called the Avis customer service number and provided the representative with a screenshot of the charge via email. She said the contract was still open because the car had not been marked as returned and that she escalated the issue and I would be contacted within 3-5 days. She said I could not speak to anyone regarding the open contract because a phone number for that "does not exist". She could not verify why the charge was posted or whether I would continue to receive charges.

  Business response

  11/05/2024

  BBB# ********

  Avis case # 68888653

  Rental # U297508890

  Your file referenced above to the BBB has been forwarded to our office for review and reply.

  We  have reviewed your rental and notes from your case.  We have contacted the Operations Manager to investigate the issues you raised further.  When we have received a response from their office we will advise you of the resolution. We apologize for the inconvenience this has caused.  We appreciate your patience during this process.
  

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

  Sincerely,

  Avis Response Coordinator 

  Business response

  11/07/2024

  BBB# ********
  Avis case # ********
  Rental # U297508890
  
  Thank you for your reply, and we do apologize for any frustration that this has caused you. 
  
  Our Operations Manager has advised that this has been resolved and the billing corrected. 
  
  Thank you for giving us the opportunity to be of assistance to you.
  
  Sincerely,
  
  Avis Response Coordinator

  Customer response

  11/08/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Rented a vehicle on a recent trip with my special needs sister to *****. Got to the ticket counter and because I have a Connecticut drivers license i was unable to rent a vehicle without an enhanced ID. I offered to show my passport and he still refused to rent me a car. This caused a serious trip distruption and is a breach of contract by Budget rental car. I demand some type of compensation for this serious inconvenience.

  Business response

  11/05/2024

  Budget Case: 68978098
  Budget reservation: 12297765US4
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********.
  
  Budget values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  We have reviewed your complaint, and we have contacted the Operations manager over the Tampa rental location to investigate this matter further. 
  
  When we have received a response from their office we will advise you accordingly. 
  
  We apologize for the inconvenience this has caused and we appreciate your patience during our investigation. 
  
  Sincerely,
  
  Customer Advocacy Response Coordinator 
  Escalation Team
  Avis ************
  

  Customer response

  11/11/2024

  I have reviewed the business response and accept this resolution. I have yet to be contacted and am patiently waiting. 

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reserved and prepaid $764.11 for a four-day car rental. I picked the car up at ****************** on October 16th. I drove the car for less than 30 minutes, stopping for lunch. Pulling back onto the highway after lunch, the car's dashboard illuminated "DRIVETRAIN MALFUNCTION; CALL ROADSIDE ASSIST." The car went into neutral and slowed to a stop between two lanes of high-speed traffic. I called Avis's roadside assistant around 12 15 Oct 16th and advised them of the situation. They had me call 911 for a rescue and told me to call back once we were in a safe location. An Arizona emergency rescue vehicle finally arrived and drove us to a hotel. I called Avis as instructed and was told I would have to return to the airport if I wanted another vehicle. That was unacceptable, so I requested a refund. On the 24th of October, I was informed they had refunded $169.93 of the $764.11 I had paid for the rental. I called customer service to inquire why I did not receive a full refund and asked for an accounting of the $595.18 charges left on my card for the 2-hour and 22-mile rental. The agent was unable to provide that information and would not let me ask for a supervisor. The car they gave me had nearly ****** miles on it and was in inferior mechanical condition ( undrivable after 22 highway miles ). Please help me resolve this issue. Considering that the vehicle they provided was mechanically unsafe, left us in a perilous situation, and would not move forward or reverse after a very short 22 miles, I believe a full refund is due. Still, I would settle for a refund totaling $664.11, $169.93 of which has already been placed back on my credit card account.Thank you,***** *****

  Customer response

  11/01/2024

  Original reservation confirmation #********US5   ( May 1st, 2024 )

  Rental agreement #*********    ( October 16th, 2024 )

  Date 1st requested refund; 16 October, 2024
  

  Business response

  11/05/2024

  BBB# ********

  Avis Case: 68495069 

  Rental # U295213940A
   
  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 strives to provide a mechanically sound, well-maintained fleet, and your experience is not typical. We are sincerely sorry that you were inconvenienced, and extremely disappointed that we fell short of your expectations. We do confirm that a portion of the unused prepayment was returned to your account on October 24th. We do confirm that the remaining $594.18 has been credited back to your account. We apologize for the delay and humbly request that you allow up to 7 calendar days to process.
   
  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 Coordinator

  Customer response

  11/05/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I entered into a weekly **** Rental agreement on August 15, 3024_$393/week, to included insurance. I gave my credit card, as the primary method of payment, and my bank cardas secondary. These charges are dated 8/29_10/2/24. I received a call from ***** **** avis*************(her cell#) on 9/2724, the afternoon of the Hurricaine here in **, **, stating that the vehicle was overdue, and had to be returned immediately. She gave me permission to return the vehicle to the Carolina ***** location in ********, ***I have uploaded the text messages. The location was closed and blocked off by police due to power outages. I took pic, parked the car in the lot, and informed ****** as to the location of the keys. She thanked me I later received a receipt for over $3,000 for a return date of 10/2@ 10am to the indepe blvd, location. I didn't return the car in October. I ***** informed her that I wanted my credit card to be the primary payment, and that I oukd call to verify. I attempted to call, only to get customer service, who couknot assist. I later received an email with all of these extra charges. On October *******, a representative by the name of ******, informed me that the request to have charges refunded to my bank card, and placed on my credit card, with the correct adjusted amount had been approved., and to allow 3-5 business days. I was also informed that by ************, I still have not received the corrections. The money that they took out of my bank account was for my rent, and daughter school. I keep attending speak with a supervisor, and I am told one is not available, or they hang up. I filed a complaint, and also emailed the ***, *** Ferarao? This is urgent, and I really need some assistance. Thankyou.

  Business response

  11/03/2024

  BBB #: 22493060
  Case: 67917073
   
  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 unexpected charges.
  
  Uber rentals are approved for seven-day increments and may continue to be used if payment is secured for weekly renewal. Your last recorded rental was renewed on August 29th and was approved for use through September 5th. 
  
  When the payment could not be secured for renewal and the vehicle was not returned, a letter of demand for return was sent to your mailing address on file on September 12th.  Our Loss Prevention team found it necessary to physically recover the vehicle from you when the vehicle was still not returned by September 27th; the expense of which is billed to the renter as indicated in our terms of use. As the vehicle was recovered with the keys locked inside, locksmith services were required which was also billed to you.
  
  While you were granted a courtesy refund of the recovery expenses, you are still responsible for the time that that vehicle was in your possession including late fees. While we understand you may not agree with these findings, we do find your rental billing to be correct and no further adjustments are warranted for services received and billed.
  
  We apologize that there was not a more favorable outcome.
  
  Sincerely,
   
  Avis ************
  Customer Advocacy Response Coordinator

  Customer response

  11/05/2024

  I am rejecting this response because:   

  I never received any letter/ correspondence to my billing address. You also didn't physically recover the vehicle from me. I returned the vehicle on September  27, 2024 to the location myself. 

  As stated several times to Avis representatives, I am not asking for further adjustments.  This payment was not processed on my primary payment method which is my **** ending in 7074, as requested when I called in several times. This large sum of money was not authorized  to come out of my bank account.( debit card). I requested several times for this payment to be refunded to my bank card, where Avis took this money out of my account, and processed om my **** Credi card ending in 7074. I was told on October 18, 2024 by a representative  at Avis, that this request was approved,  and would be processed in 3-5 business days. I was also  given the same information  by  2 other   representatives. This has affected my mortgage, and my daughters school bill. I am requesting  again, that this money be refunded to my debit card, and processed on the correct credit card that is listed on my account as the primary  method of payment.  Each time I call Avis, which has been over 30 times to speak with a Supervisor  to resolve this issue, I am told that they are in meetings, no matter what time of the day that I call. Again, please provide the address , and a copy of this letter that you stated was mailed on September  12th.Also, the car was not physically  reprocessed from my home. I brought the car back to Avis. I had been in contact ith the Avis representative  at the original location on a consistent  basis; and even returned to the location 2x with the vehicle, while we were working through this process. I originally began this rental on Augustv15th . At that time, I requested my **** card ending in 7074 to be my primary payment method.Thankyou.

  Customer response

  11/05/2024

  I would also like to add the additional  following information.  On September  27, 2024, there was a hurricane  in *********. NC, which caused flooding, and power outages. This is the day.m that your Avis Representative,  requested that I return the vehicle, despite the weather conditions.  Upon arrival, the location was closed and blocked off due tonpowr outages. Pictures and text messages between  thevtwo of us, were included  in the original  complaint. Per the clause pertaining to a naturalndisaster in the Avis agreement,  the customer  shoukd not be charged additional  fees if approved by the  Avis representative. She also agreed to me locking the keys in the car, since the power was out, and the location was ********* that time, I stayed that I wanted to confirm payment with a representative before closing ithe rental  out. She responded: "OK. Thankyou." 

  Customer response

  11/05/2024

  I have added the sceenshots again of the date and time of this return on Sep 27, 2024.,at the **************** location in *********. I have also included the text message conversation between myself, and ****** from Avis, upon my return with the cehicle.

  Business response

  11/07/2024

  BBB #: 22493060
  Case: 67917073
   
  Dear ******* ********,
   
  Thank you for your responses. 
  
  As we have previously relayed, your rental U765500035 was approved use through September 5th and failure to provide payment for renewal or to return was not affected by weather at that time. 
  
  While we understand that you may not agree with our findings, we maintain that you did not return the vehicle until after our Loss Prevention team become involved with recovery and were found responsible for additional use through October 2nd which included late penalties, recovery expenses, and lockout service expenses. Our **************** team has accommodated a one-time courtesy refund of the recovery expenses in a credit of $591.60 to your Mastercard on file ending in 6638 on October 14th.
  
  We have noted your additional comments to your case file 66918413.  We apologize there is not a more favorable response to be given and we consider your escalation case to be closed.
  
  Sincerely,
   
  Avis ************
  Customer Advocacy Response Coordinator

  Customer response

  11/07/2024

  I am rejecting this response because:  

  Avis Rental Car  continues to provide dishonest,  inconsistent information.  I requested a copy of the letter that was reported to be sent to my home  on September 12th, and never received. I returned to the rental location with the vehicle on 2 separate occasions to resolve the rental agreement, and spoke directly with the representative. I also returned the vehicle on September 27th, and should not be responsible for services through October 2nd, for a rental that I didnot have. I was also advised by the Avis representative,  to place the keys inside of the vehicle due to the power being out at the facility.  The charges that were returned for $591, were not returned as a courtesy,  they were returned because I was overcharged. I am also requesting an itemized bill of all charges for this rental from September 5- September *******, when the rental was returned. Thankyou.

  Customer response

  11/08/2024

  There is no need to keep going back and forth, in an effort to try to resolve this issue. I am going to obtain the help of another source to resolve this.  As stated initially, I never had an issue paying for the rental. I have an issue with incorrect  , escalated  charges that were added to my bill, accompanied by unprofessional customerservice over the phone, who all respond with different, inconsistent  information. Thankyou

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rental Agreement Number: ********* Pick-up Location: **************, **, **************Return Location: *****************, *************, **, **************Two days ago on Oct 27th, 2024, I completed a car rental #*********. I rented my car on Oct 26th at 4:49 PM. I arrived at the *** Avis facility on Oct 27th around 5:05 PM, which was within the 1-day rental period (considering the 29-min ***** period for car return). When I returned the car at the facility, the return process was very slow because there were a lot of other customers and the facility was clearly understaffed. We waited for about half an hour for the car to be accepted and checked out by someone. This caused our officially recorded car return time to appear as 5:46 PM, and I was thus charged for an additional day of rental price and add-on packages. While I was supposed to pay only $155, I ended up paying $299. I kindly request that this price difference ($299-$155=$144) to be refunded. I already opened a case via Avis customer service phone line, and the case ID is ********. However, while they said it would be resolved within 24 hours of case opening and promised a refund of the price difference, I haven't got my money back.

  Business response

  11/02/2024

  Avis Case# ********
  Avis Rental: 778118552
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********.
  
  Avis values our relationship with travelers and always strives to do the right thing. We apologize for any inconvenience this matter has caused.
  
  We have reviewed your Complaint and the notes from your case. Based upon the information you have provided and the findings of our internal investigation, on October 29, 2024 we had processed an adjustment to your rental. A credit of $192.33 was issued to the Master card ending in 1346. 
  
  Please accept our apologies for any inconvenience this matter has caused you.  If there is anything further, we can do to assist, please do not hesitate to reach out to us.
  
  Sincerely,
  
  Customer Advocacy Response Coordinator 
  Escalation Team 
  Avis ****************** 
  
  

  Customer response

  11/05/2024

  I have reviewed the business response and accept this resolution. The refund was processed as I can see.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/25/2024 I had a reservation to pick up a rental car from the ***************************** at 10:15 PM. The workers were very nasty and unprofessional and told all the customers in line that there weren't anymore cars available and that anyone with a reservation from more than 48 hours would have to wait 4-6 hours for a car. I decided not to leave and waited in line for 3 hours, I didn't leave the airport until 1 AM which was unacceptable when I had somewhere to be. Several workers were cursing and antagonizing people, yelling, disrespectful and causing a commotion that almost led to a fight. People's plans and reservations were pushed to the back burner, mine included, during these altercations. I paid $137.94 for the reservation on 10/14/2024. The business only offered a 20% discount from certain fees on the reservation which wouldn't have given more than a $20 discount

  Business response

  11/02/2024

  Avis Case: 68787591
  
  Regarding the aforementioned BBB complaint Case ID# ********
  
  Thank you for reaching out and sharing your concerns. We apologize for the difficulties you experienced with our Atlanta rental location. 
  
  It has come to our attention that upon your arrival at our location, you experienced an excessive wait time for your rental vehicle. I can fully understand how disappointing you were to experience the issues you had outlined in your complaint and know that personally I would be unhappy with your experience as well.
  
  We have acknowledged this delay in communication between our counter and inventory management, which unfortunately led to your negative experience. Your feedback has been invaluable in identifying these issues, and we are actively working to prevent such occurrences in the future. 
  
  To demonstrate our apologies for your inconvenience you were caused. We would like to provide you a coupon of 1 free rental day for a future rental. In order to be able to send it please create a Avis profile simply by clicking on the following link ****************************************************************************************** once you have your wizard number please provide it to us so we can email you the coupon of 1 free rental day. 
  
  We hope this can serve as a token of our commitment to better service and as an apology for not meeting your expectations this time. 
  
  Once again, my deepest apologies for any inconvenience we have caused you.
    
  Sincerely,
  
  Customer Advocacy Response Coordinator 
  Escalation Team
  Avis ****************** 
  

  Customer response

  11/05/2024

  I have reviewed the business response and accept this resolution. My wizard number is 1UR075

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  10/7 I go to rent with Avis, for a weekly rental. My card is charged 4 times. Over 1200 dollars, it has been weeks and no refund despite being told I would get one with a case number attached. I was given multiple different excuses from the Branch and Avis headquarters and somehow it all comes back to it being my fault and no one being able to answer me. I've already contacted lawyers, I will be reaching back out with them today for further steps as this has been appalling and absolutely ridiculous.

  Customer response

  10/31/2024

  Original rental date was 10/8

  Avis in *****************

  Rental agreement 929187055

   

  Business response

  11/03/2024

  BBB #: ********
  Case: 68283729
  
  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 rental is currently past due and has been since October 14th, 2024, due to this we can not request to release any holds on your account. Once the vehicle has been returned any unused holds will be released. Please return the vehicle for us to process the final billing and release all holds on your account. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis ************
  Customer Advocacy Response Coordinator

  Customer response

  11/05/2024

  I am rejecting this response because:   1. The charges were made fraudulently due to a system error.

  2. When i attmepted to return the car on 10/14 i couldnt due to no authorization number and was specifically instructed to keep the vehicle. Attempted the same thing the following Monday as well same answer. 

  3. These charges have yet to drop off after an illegal repossession and me being placed wrongfully on the Do not Rent list despite constant talk with loss prevention and SPECIFIC INSTRUCTION FROM THE PHYSICAL AVIS LOCATION 

  as it currently stand the car was illegally repo'd with a week due to AVIS not communicating. I was then given another car my the physical location and REASSURED I DID ABSOLUTELY NOTHING WRONG.

  The car was taken 10/31. It has yet to be closed out, refunded or any funds released. I had to start a completely new rental agreement and now will have to fork over another 297 this Friday and my funds have yet to be released all the way from 10/7-10/8 when the original charges occurred. Ay every turn Avis headquarters has tried to blame me and blame the bank when it was always an Avis issue.

  Business response

  11/07/2024

  BBB #: 22480885
  Case: 68283729
  
  Dear ******* ****, 
  
  Your file referenced above to the BBB under Complaint ID:  ********, has been forwarded to our office for review and reply.
  
  We have reviewed your rental and notes from your case. Weve contacted the Operations Manager to investigate the issues you raised further. When we have received a response from their office, we will advise you of the resolution. We are very sorry for any inconvenience this has caused. We appreciate your patience during our investigation.
  
  Thank you for allowing us to intervene on your behalf.  
  
  Sincerely,
  
  Avis ************
  Response Coordinator

  Customer response

  11/08/2024

  I have reviewed the business response and accept this resolution. The rental location has satisfied my grievances 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  10/11-10/16/2024 Was told that because of a difficult experience picking up our vehicle that our gas would be comped upon return. We were told specifically several times don't Fill your car up with gas when you return the car. We're going to comp you your gas. They wrote on our contract "comp gas". We generally always fill the car up with gas upon return because it's cheaper than having them fill it up, But this time we were specifically instructed several times not to, we did not. When our bill came, we were charged $154.92 for a fuel service charge. When I called Avis and let them know the situation they said that the clerk did not correctly record the offer of waving the return gas fee, and therefore there's nothing they can do about it. I did email them a picture of the contract. The person wrote ******** but they simply said that is not the way we do things. I told them I'm not responsible for not doing things properly. They said there's nothing they can do and they will not reverse the gascharge. They told me the only way I could fix it is to go back 3000 miles to the specific rental car place in ******* and have them fix it for me.

  Customer response

  10/30/2024

  Avis has refunded us the gas surcharge, and I have verified the refund on my credit card. I tried complaining again through email rather than a phone call, and the email complaint process worked. I did let them know I had filed a complaint with BBB, maybe that helped. So it seems this complaint can be marked as resolved. Thank you very much!

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Avis charges me $450 for the cleaning fee of "SMOKE SMELL", when the vehicle they gave me already had that marijuana smell from the beginning! It was only that I had to go quickly the night I rented the vehicle otherwise I'd have demanded a different one. Then about 3 weeks later they sent a bill of $450 with the reason above, which is completely unacceptable. It seems that they don't clean the car first and wait until a customer uses it as a way of charging the unfortunate customer for cleaning the car for free. I'd recommend everyone to stay away from Avis.

  Business response

  11/01/2024

  Complaint ID: ******** 

  Avis Case: 68891411

   

  Dear **** ***** SON *****, 

  Due to the attached images captured by the Chicago operations caused the smoking violation charge to be assessed therefore; these picture images are supported by Avis Budget Car Rental Group Inc. 

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

   

   

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a **** Expedition from AVIS from August *****, 2024, paying nearly $1000 for these 4 days (Rental Agreement Number: U793625442). I was shocked to receive email and hard copy letters later notifying me that they charged my card an additional $450 for cleaning due to excessive garbage. Any garbage left behind would have fallen on the RUBBER MATS that line the floors of this SUV, and certainly would not have merited a $450 cleaning fee. I have often rented from all major rental car companies throughout the **, ******, ********* and ***********, and have never once had this kind of fee levied after the fact. I would have thought it was a scam email, but read many online accounts of this as a widespread practice by AVIS and other companies.

  Business response

  11/01/2024

  Avis Case: 68004891
  Avis Rental: 793625442
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case#********
  
  Avis values our relationship with travelers and always strives to do the right thing. We apologize for any inconvenience this matter has caused.
  
  We thank you for giving us the opportunity to address your inquiry regarding the miscellaneous charge on your Avis billing for a vehicle cleaning fee. A detailed inspection is done after the car return is completed to efficiently process the check-in. These charges are billed separately from the final rental bill and may **** *-8 weeks to show a charge on the card.
  
  Avis does not wish to deceive anyone we do our best to make sure that all pertinent information is made available to our customers in a variety of places with our ********************** website and within the terms and conditions, were you acknowledged you have read and agreed to the terms and conditions of the rental contract which states you will pay a reasonable fee for cleaning the car's exterior and interior upon return for excessive stains, dirt or soilage attributable to your use. We maintain a nonsmoking fleet. You will also pay an additional charge if you smoke in the car.
  
  We have communicated with management at the ******* rental location involving this inquiry and we were informed that the charge is for cleaning the vehicle it was return with the presence of Excessive Trash and we were provided with photos and they stated the charge remain correct and no refund is in order.  
  
  Based on this information the charge remains correct and no refund is in order in this instance. 
  
  Sincerely,
  
  Customer Advocacy Response Coordinator 
  Escalation Team 
  Avis ****************** 
  
  
  

*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. ↩