ComplaintsforAVIS

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So i rented a car from Avis on 12/13 for a 5pm reservation. Reservation#XXXXXXXX*** when I arrived to the business they was closed. I received no notice of early closure to this establishment. I already prepaid for my rental before hand so all i had to do is use my credit card to pick up the rental. I called Avis in a panic because i did not want to lose my money. Since the call placed on 12/13 i have not received my refund of $474.15. I have called several times and spoke to 4 different reps who assured me i should have my money in 3-5 business days which never happened; here it is going on close to 3 weeks. I would like my refund in my account ASAP!!

  Business response

  01/14/2022

  Business Response /* (1000, 8, 2021/12/21) */ Regarding the aforementioned BBB complaint case#: XXXXXXXX, thank you for allowing us to address your concerns. We have reviewed your e-mail and notes from your case. Based on the information you provided and our internal investigation findings, we have refunded your prepayment of $474.15 on 12/13/21 to your ********** account. Please allow 5-7 business for the credit to post to the account. 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. Sincerely, Avis Budget Group Response Coordinator

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 15th 2021 I rented a vehicle from Avis rental. It was filthy had no gas in the tank. I immediately called customer service and was told to return the vehicle because it was not to be given to clients on an empty tank. I returned to the the pick up location and the agent told me she had no other cars available and that I should just return the car they didn't care about gas. without many options at that point and needing a vehicle for work I left with an unresolved issue and filled up my tank. On November 19th 2021 there was hurricane type rainfall as I drove the rental to my destination the cars windshield flew off the car into traffic and stopping me from seeing clearly as I drove on a busy highway. I was scared for my life because I couldn't see anything I immediately got off the highway and called customer service. I was told road assistance would take hours and if I could wait out the rain it be quicker . After the rain calmed I went to the nearest location to exchange the car at no charge to me due to the unsafe conditions of the companies vehicle. once I reached the location I was told they had no vehicles for me and I would have to go somewhere else. I didn't feel safe driving the car and didn't want to endanger myself or others driving the unsafe car. I waited at the location for an hour and a half because I was told again road side assistance would be too long. I got to the location customer service sent me to to get my free replacement vehicle as per Avis customer service due to the unsafe car I got and they also had no cars for me.I was livid. I wasted the whole day driving around trying to fix this issue. When I finally got the new vehicle I confirmed there would be no additional charge and the agent confirmed.I'm charged now for 2 weeks of a rental for only 5 days .when I called for my return the agent lied repeatedly telling me I returned it on a false date. I am traumatized and want a full refund for distress and horrible customer service

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/03) */ BBB #: XXXXXXXX Case XXXXXXXX Dear Mr./Ms. *********, In regards to the aforementioned BBB complaint case# XXXXXXXX, 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 you have already contacted our Customer Service Team and had your issues resolved. Thank you for giving us the opportunity to be of assistance to you. Sincerely, Avis Budget Group Response Coordinator

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  10/15/2021 / $802.23 - budget charged me for 4 extra days of rental for car returned on time. Also changed me fictional fuel charge. Location - Charleston SC airport . Confirmation number *********** . As you can see from the attached receipt I flew back on the 11th of Oct making it impossible for me to have been in Charleston until the 15 of October

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/03) */ ***************************** Dear Mr./Ms. ********, In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns. Budget values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused. Our records show you have already contacted our Customer Service Team and had your issues resolved. Thank you for giving us the opportunity to be of assistance to you. Sincerely, Avis Budget Group Response Coordinator

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rental cost was 413.26. I check in I was asked for a major credit card. I was told by the agent that 250.00 of the 291.10 that was being held on my card would be refunded to the card once the car was returned. I returned the car 11/15 and my card was charged the full 291.10 on top of the money I had already paid to rent the car. I called 11/19 and was told the 291.10 was being refunded. I called again 12/1 and was told that was not going to happen. I was given wrong info three times. They are refusing to acknowledge giving incorrect information and correcting the problem. I spoke with a supervisor 12/1 Israel ID XXXXXX. He told me that both agents have been put on training for giving wrong information but they will not refund the 250.00. I asked for the agents names and he told me that he doesnt have that information. This company is not being honest.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/03) */ BBB #: XXXXXXXX Case XXXXXXXX Dear Mr./Ms. ******, In regards to the aforementioned BBB complaint case# XXXXXXXX, thank you for giving us the opportunity to address your concerns. Budget values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused. Our records show you have already contacted our Executive Team and had your issues resolved. Thank you for giving us the opportunity to be of assistance to you. Sincerely, Avis Budget Group Response Coordinator

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is regarding Avis rental ********** rented on 10/24/2021. I received a letter from Avis indicating that I will be charged for tail lamp damage for this rental. However, the damage occurred prior to my rental. I noticed the damage after leaving the MSP airport and called Avis on 10/25/2021 to report it. Upon returning the rental to the MSP airport on 10/26/2021, I spoke with both the Avis employee who checked the car in and the employee at the rental counter about the damage. The employee checking in cars found a form in the vehicle's glove box documenting that the damage had occurred prior to my rental and confirmed that I had nothing further to do. The damage is no fault of mine and I did all that I could to ensure that this matter was corrected prior to completing the rental. I reported this to Avis via email (*****************************) and the response indicated that the case had been reviewed and deemed valid and the charge of $356.04, which had already been applied to my credit card, would not be refunded.

  Business response

  01/20/2022

  Business Response /* (1000, 13, 2022/01/06) */ ***************************** Dear Mr./Ms. *****, In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns. Avis values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused. Based upon the information you provided and the findings of our internal investigation, we have refunded the damage fee billed on the rental. A credit of $2356.04 has been issued to the account on file. Please be assured that your experience was not typical. A copy of our report has been sent to the appropriate manager for corrective actions. Thank you for giving us the opportunity to be of assistance to you. Sincerely, Avis Budget Group Response Coordinator Consumer Response /* (2000, 16, 2022/01/06) */ I have received a refund from Avis.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have rented from Avis on numerous occasions as an **** driver. I rented once again from Avis (****) rental on 10/25/21. Last week I contacted my local Avis office and advised my payment would be late. The representative advised me not to leave personal items in the vehicle, as it may be repossessed at anytime. Today I called to make a payment and the representative stated as of November 1st Avis implemented a late fee, ranging from $30-$40 per day, for **** drivers. How is it possible for Avis to add such a high late fee without notifying drivers with current contracts? When I called last week, the representative did not advised of such fee. The representative was unable to provide documentation for such fees.

  Business response

  01/24/2022

  Business Response /* (1000, 12, 2022/01/05) */ ***************************** Dear Mr./Ms. **********, In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns. Avis values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused. Thank you for your patience during our review, our records show that your rental was returned 3 days late and you were billed a $15/day late fee for a total late fee of $45.00. Thank you for giving us the opportunity to be of assistance to you. Sincerely, Avis Budget Group Response Coordinator

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 22, 2021 I have rented a Ford car of year 2020, from Avis in Northbrook. I started my long distance travel with my son and in the middle of the way the breaks failed. It was dark, I was trying to get off the speedway unable to press on the breaks. Rolled to the nearest bar in a deserted area. This negligence put my son's and my life in danger. The towing truck came 4 hours later. I was unable to get any replacement from Avis. I had to call friends to pick me up and get me to my destination. The Avis company didn't provide any apology nor solution to the problem. They have sent me full bill to pay for the car that put us in life threatening situation. This kind of negligence is just not acceptable.

  Business response

  02/09/2022

  Business Response /* (1000, 12, 2022/01/05) */ We see that you have initiated a credit card dispute through your card provider, once a customer disputes their charges through the credit card company, per our merchant service agreements, this removes Avis Budget Group from investigating or reviewing the matter any further. The customer will receive the resolution from the card company and that decision is upheld and honored accordingly. I am terribly sorry for any further inconvenience Consumer Response /* (3000, 14, 2022/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have just received another letter, invoice from the Avis company, asking me to pay for the damages. There were no damages other than what the company provided me with. The invoice doesn't specify what repairs they are asking me to pay for. This is in addition to putting my son and me in danger by providing me with a car that had damaged breaks. Leaving me in the middle of nowhere until midnight. Not providing me with a resolution or replacement. Not providing me with reimbursement, but continuing to bombard me with invoices. Business Response /* (1000, 20, 2022/02/02) */ The customer was contractually obligated to pay for the rental. She then disputed the whole rental amount. We understand and respect that her credit card awarded her the dispute but Avis/Budget still has a right to attempt to collect funds we are owed for services rendered. We have, as a gesture of customer service, waived 50% of the rental charges in the amount of $132.39 and have refund the damage charge $73.50. But respectfully request the customer make payment to the collections team in order to resolve the outstanding balance. Sincerely, Avis Response Coordinator Escalation Team Avis Budget Group Consumer Response /* (3000, 22, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Rental company is also obligated per contract to provide a safe car. The rental company negligently provided a car that had failed breaks putting the customer at fatal risk.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rented a vehicle from Budget/Avis Rent a Car located at 5856 NE Columbia Blvd Portland Or 9/17/21-9/20/21. On 11/16/21 a letter was postmarked stating that the vehicle incurred damage during my rental for a total of $1974.27. The vehicle sustained no damage, and had no issues, during my rental so I called to inquire further. Budget supplied a computer generated "Repair Order Invoice" stating repair order open date 9/23/21 and that the "event/cause" was stolen exhaust due to vandalism. However, the only items charged for were oxygen sensor and exhaust manifold gasket. Avis/Budget's response to a separate communication from me Budget/Avis added that the vehicle was towed via roadside assistance, information not previously released and certainly false. At this point I have requested 3 time a copy of the vehicle's utilization log, proof that the damage did not occur after I turned the vehicle in, police report/incident report, hard copies of the initial and final rental aggreement. Today I have also requested for the first time full documentation of the tow record. I am requesting hard copies of all documentation, as opposed to computer generated.

  Business response

  02/08/2022

  Business Response /* (1000, 15, 2022/01/21) */ Please accept our apologies for the delay in our response. We've forward Ms. ******* inquiry to the rental location requesting them to provide supporting documentation to support the damage charge. We have not received a reply back from the rental location in a timely manner. Therefore, a refund in the amount of $1974.27 has been credited to the **** card ending in **** that was used for the rental. Please allow 3-5 business days for the processing of this refund. Please accept our apologies for any inconvenience this may have caused. Sincerely, Budget Customer Service Escalation Team Avis Budget Group

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rented a Car One Way from San Ramon to Saint George. Returned the car in 4 days.(2 days later than supposed date, I called ahead to San Ramon Location) Saint George location was closed. (on google, it says they only open 3 days a week) After 4 weeks, they charged me for 4 weeks. Almost 4000 more than the Invoice. Utah place never pick up the phone. We went there and they said, it was their mistake and they will fix it. But never did. I disputed the difference with Bank but they had Invoice with my authorization for the charge. I don't know how. I sent them picture of returning key with the date, and still nothing is done over almost 2 month.

  Business response

  01/10/2022

  Business Response /* (1000, 7, 2021/12/08) */ ***************************** Dear Mr./Ms. ***, In regards to the aforementioned BBB complaint case# 38087767, 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. Thank you for your patience during our review, our Operations Manager has confirmed the return of your vehicle. A credit of $3,938.44 has been issued to the card on file. Please allow up to 10 business days for this credit to process. Thank you for giving us the opportunity to be of assistance to you. Sincerely, Avis Budget Group Response Coordinator

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a vehicle to drive on the **** platform, November 10, 2021. On November 16, 2021 the engine began to lock up do To negligence on Avis's behalf, ( the vehicle was not properly service, and had no oil in the vehicle at the time it was given to me). I have been in contact with both Avis and **** with little to no help from either party. I have encountered nonchalant attitudes and no sense of urgency to have this issue resolved. I have been inconvenienced As this was my sole source of income and It has now been 16 days in counting, with no resolutions in sight.

  Business response

  01/24/2022

  Business Response /* (1000, 12, 2022/01/05) */ ***************************** Dear Mr./Ms. *****, In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns. Avis values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused. Our Operations Manager has advised us that they contacted you directly to resolve your concerns. Thank you for giving us the opportunity to be of assistance to you. Sincerely, Avis Budget Group Response Coordinator

*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. ↩