ComplaintsforAVIS

• Initial Complaint

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Avis charged me $450 for a cleaning fee on rental #U302129273 dropped off at *************** on 10/27/2024. Both myself and an Avis representative examined the car upon it's drop off, it was in good condition both interior and exterior, and the representative told me "you are good to go" before I left. If he had any concerns, he should have let me know before I left, but he told me it was good. I received an email 8 days later (11/4/2024) that the Avis has determined there is excessive dirt and charged me $450. This charge was at best an mistake or an extremely steep over-charge for any possible minor dirt/spill and at worst deceptive or fraudulent, and I will avoid Avis in the future. I would like Avis to review this and have this charge reversed."

  Business response

  11/07/2024

  Complaint ID: ********

  Avis Case: 68780983

   

  Dear ******* RATHINAMUTHU, 

  At Avis Budget Car Rental ********** we are disappointed to learn whenever a customer has found some aspect of their ********************** experience unsatisfactory. 

  By way of explanation, in paraphrasing one of the terms and conditions within the rental agreement it states: a cleaning fee will be charged for excessive, dirt, sand or soilage etc. Upon review of the images captured (see attachment) by the Atlanta operation. A cleaning fee is warrantied for the condition of the interior. 

  This being said, in an effort to maintain good customer relations the cleaning fee will be adjusted once the original cleaning charge post. A monetary credit $300.00 will post to **** account number ending ******** within five business days. 

  We appreciate your taking the time to apprise us of your inquiry. Only by being made aware can we address it. 

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

   

   

   

• Initial Complaint

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing this complaint to formally address several serious issues regarding unauthorized charges and disputed transactions on my account. On May ********, I rented a vehicle from ************* as an **** driver. This rental lasted from May 8th to May 30th. The encompassed rental agreements numbers are for the same vehicle: ********* And ********* and were paid in full with card ending in 3858. Both of those transactions were processed and paid in full. Here in lays the problem- there is are additonal charges made on a different credit card and the details are below: The disputed charge of $374.50 USD was made at the **** Rental counter on **********************, *******. This charge was never refunded and, based on your own admission, you have no record of this transaction. An additional unauthorized charge of $188.00 was made to that same card ending in *1830 several months after all rental agreements were completed.Avis claims to have no record of the $374.50 transaction. If that is true, then it is especially troubling you have been able to charge this additional $188.00 on a card you have no record of? Somebody at Avis has this card of mine and seems to charge it at will. I request a full refund of the $374.50 charge, as you have confirmed you have no record of this transaction.I also request a full refund of the unauthorized $188.00 charge made months after all rental agreements were completed.I have made every effort to comply with your requests for information and documentation. I am simply requesting the return of funds that were erroneously or fraudulently charged to my account. This back and forth nonsense via email has to stop and I need to be made whole. I trust that Avis's senior leadership values its reputation and customer relationships. As such, I expect this matter to be resolved promptly and professionally at the highest levels of your organization.

  Business response

  11/07/2024

  Avis Case# ******** & 65091596
  Avis Rental: *********- 926646405
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********.
  
  Thank you for reaching out and sharing your concerns. We appreciate you bringing this billing concerns to our attention. We understand the importance of resolving billing issues promptly, and we apologize for any inconvenience this matter has caused you.
  
  We sincerely apologize if you feel you were billed in error. We would be more than happy to get this corrected for you. Can you please provide us with a copy of bank statement to support the charge of $352.00 from Avis, so that we can complete our investigation. 
  
  Please attach a copy to this document to your BBB response. 
  
  Thank you for your cooperation and we hope to hear from you shortly.
  
  Sincerely,
  
  Customer Advocacy Response Coordinator
  Escalation Team
  Avis ****************** 

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car from this location on Oct. 17th, 2024. I gave them my Discover Card to pay for the first week. They ran the card at the counter and it went through. For whatever reason, the money never came off my card. On Oct. 24, I went to the Avis website and extended my rental until Oct. 31st and entered my ******* Bank debit card to pay and I got a receipt saying that my rental had been extended. I did the same thing on October 31st to extend it to November 7th. For whatever reason, they did not run my ******* card until November 1st for 2 weeks worth of rent. Later that day, this LOCAL location ALSO ran my card for 2 weeks (causing my bank account to be overdrawn by over $300), so I had paid for 4 weeks at that point. When I tried to ask the local representative why they ran my card for a 4th week that I didn't authorize or ask for, I got no response. I asked to have that 4th week they charged me for to be returned to my bank account. They refused. A few days later I asked AGAIN and the local representative deleted my account on the morning Wednesday, November 6 so I could not drive for **** that day even though I had PAID Avis for that day. They charged me for a day's use of the car to use for **** that I couldn't use for ****. This location is now demanding I bring the car back TODAY, but is absolutely refusing to refund my money for today or the 4th week they have charged me for. I think this constitutes fraud. I want my money back not only for the 4th week they charged me for, but also for one day's rent for Wednesday, November 6.

  Business response

  11/07/2024

  BBB #: ********
  Case: 69035441
  
  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.
  
  Please note that per the Avis rental terms and conditions unless the rental is prepaid we do not process the billing until the rental has been completed. This means that if you extend the rental to keep it longer we do not process the billing until the rental period ends. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis ************
  Customer Advocacy Response Coordinator

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/24/24 Roaches infested in the entire car all the way to the trunk and refused to provide an upgrade or refund. Only had vans available when trying to exchange. Wouldnt allow us to take another car in the same class that wasnt yet picked upthe cleaning crew said was available. Front desk male was very discriminatory which is odd because hes hispanic. Never experienced this type of poor hospitality, or filthy mess. Had to take clothing and luggage to cleaners while on vacation.Why would you all release a visibly infested and unclean car? The windows and seats were also dirty Looking for a refund for 1 day including mileage, taxes and fees due to not being able to utilize the vehicle until 2am and having to drive back and return to the airport in the morning 5 hours later to receive another vehicle in the same class that was clean. Refund should equal $144.99(daily cost) plus mileage taxes and fees Rental agreement number: ********* Paid net total: ******

  Business response

  11/07/2024

  BBB #: ********
  Case: 68961006
  
  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 our **************** Team has already discounted $200.03 from your rental. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis ************
  Customer Advocacy Response Coordinator

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a car from Budget Rental at *****************************. I was asked about adding any additional items to my rental (coverages). I requested an additional driver, which should have been the only additional charge which has a maximum charge of $65. I declined every additional insurance coverage multiple times. I was told at the rental car counter that I had declined the coverage and to sign using a signature pad to say I was declining any additional coverages. After I returned the car I was charged over 350$ for additional services. The counter agent added a Loss Damage waiver of 35$/day. The rental was for 7 days. I declined this coverage multiple times verbally and was mislead when signing the contract. The copy of the contract was not sent until after I had left. I did not notice the additional charge they added. When I contacted the company they only offered a 30% discount over the charge. After escalating to a supervisor I was told they could offer a 50% discount. This is ridiculous given that I was mislead when signing the contract. Additionally, they charged me for not having a full tank of gas saying I returned the gas tank at 18.1 gallons of gas instead of 19. The gas tank marker on the dash was at the full level exactly. I filled up the tank and drove 10 minutes to the airport. I've rented from multiple rental car companies and I have never seen a company charge for gas like this. There was no attendant when returning the car they had us pull in and park the car. There was no one to check the car in with to say there was any issue. After raising this issue they said they would refund this charge. This coupled with the fact that they are doing misleading customers into accepting additional charges unknowingly is predatory for customers.

  Business response

  11/07/2024

  BBB# ********

  Budget case # 68894153

  Rental # U107383861

  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 the case.  We regret that we were not privy to the conversation you had with our rental sales agent.  As these conversations may lead to misunderstanding or misinterpretation we must rely on the signed contract.  According to the signed contract the coverage was accepted.  As Avis would have been held responsible for any potential claim, we are unable to issue a full refund for the coverage charge. As a gesture of goodwill we have discounted the fee.  A credit of $134.91 has been issued to your **** account.  The credit will post to the account within 3-5 days from the processing date. 

  
  Thank you for giving us the opportunity to address your concern.
  

  Sincerely.  

  Budget Response Coordinator 

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for a rental the took a 200 deposit extra . I returned the rental they never gave me my deposit back . Told me it would be back on my card immediately . Scammed and took my money

  Business response

  11/15/2024

  BBB# ********

  Budget case #  68995984

  Rental # U731144315

  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.  By way of explanation, authorization holds are released electronically when the contract is closed and the final audit has been completed.  We apologize that the hold associated with your rental is still pending.  Can you provide us with the name of your bank and their fax number ?  With this information, we can contact your bank and request the hold be released manually.  We look forward to your response and assist with resolution. 

  Thank you for giving us the opportunity to intervene on your behalf. 

  Sincerely,

  Budget Response Coordinator 

  Customer response

  11/15/2024

  I have reviewed the business response and accept this resolution. Yes I did get my refund it was just delayed thank you 

• Initial Complaint

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received my rental car from Avis on 10/23/2024 at the *********** rental area. Upon entering the vehicle I noticed that the tank was not full. I notified the agent at the counter and was told that a note would be made on my account. Not thinking much else of it, I left on my trip and returned the vehicle to the Avis lot at *** on 10/27/2024 with the same amount of fuel as I had received in it. The following day (10/28) I received a bill from Avis for a fuel charge of $117.24. I called and spoke to an agent on 11/1/2024 and explained the above. After some back and forth with the agent on the phone, they offered a 50% refund of the fuel charge for my trouble, but refused to refund the entire amount as I lacked "proof" (i.e. a photograph of the fuel gauge) of my claim. Despite having spoken directly with the counter agent the day of the issue, and taking them at their word that it was handled, I'm being held responsible for something that was not my fault. I took the 50% refund they offered me, but I'm asking for assistance in recovering the other 50%. I shouldn't be charged for a mistake their agent made.

  Business response

  11/06/2024

  Avis Case: 68771162
  Rental Agreement: U299864095
  
  Regarding the BBB, as mentioned above, Complaint ID: ********, thank you for allowing us to address your concerns.
  
  We're sorry that you received a service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. 
  
  Concerning this situation, your complaint has been heard by our ************************ and your request to refund the remaining balance of the fuel charges of $58.62 has been processed to the method of payment on file. Please allow 5-7 business days for the credit to be reflected. We emailed you a receipt to confirm this action. 
  
  Once again, we apologize for the inconvenience this matter has caused. 
  
  Sincerely, 
  
  Customer Advocacy Response Coordinator
  ********************** ******************

• 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. 

*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. ↩