ComplaintsforAVIS

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October we made a car reservation with Avis traveling with a disabled elderly person. During our flight layover we called Avis to let them know our flight would be delayed and we would be arriving late. The agent said he noted our late arrival no problem. Upon arrival at the airport the agent told us our reservation was at an off site location that was now closed. Having a disabled person in wheelchair we explained we had no other transportation and we're still 2hours from our destination. Even though they clearly had cars available they would not accommodate our rental. We were forced to get a hotel costing almost 200.00 dollars. We took a 30.00 taxi to the Avis off site location and were told our reservation was cancelled because we didn't show up . We contacted the 800 number for Avis and were told they should hold our reservation for 24 hrs. The female agent was extremely rude and refused to honor our reservation. Knowing our reservation was clearly in the system and could visibly see we were with a disabled person. She offered to give us a car with an additional 140 fee. I called the 800customer service number and got a very rude agent, I told him I have used Avis for years and had never been treated so awful his response was I don't see you in our system as a preferred client and hung upon me.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/02) */ In regards to the aforementioned BBB complaint Case ID# ********. We do appreciate the time you have taken to bring your rental experience to our attention. Reports such as yours are most appreciated, since they help us target and correct areas of service which might be improved. Unfortunately, we are unable to investigate the matter you have described with the information provided. All records are kept by the reservation number or a rental agreement number; therefore, please provide the information listed below so that we may complete our investigation. You may feel assured that as soon as this information is received, we will give the matter our immediate attention. Thank you in advance for your cooperation. We look forward to hearing from you shortly. Reservation/Rental agreement Number ________________________________ Renter's Name ( If different then what is on complaint) ____________________________________ Rental location __________________________________ Exact Date of Rental _______________________________ Sincerely, Avis Customer Service Escalation Team Avis Budget Group Consumer Response /* (3000, 7, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) *********** is my original Avis rental confirmation that was cancelled by the Avis in Oregon stating we were a no show. She then set up a new reservation under *********** and charged us more for the same reservation and it was a day less on the rental. You should be able to look this up in your system. Business Response /* (4000, 9, 2021/12/07) */ In regards to the aforementioned BBB complaint Case ID# ********. We very much appreciate your taking the time to tell us about your recent experience. On behalf of our entire team, we sincerely apologize for the issue you had outlined in your complaint . What you experienced is unusual, and we are extremely disappointed that your rental experience with Avis did not measure up to your expectations. Upon review of your rental details our records revealed that you confirmed reservation # *********** at a specific rate from October 07, 2021 to October 12, 2021 for 6 days at a base rate of $273.59 and taxes and fees $315.47. This rate was honored on rental agreement ********* please review attachment. We are sincerely sorry for any inconvenience you experienced during your rental. We are working diligently to maintain our high service levels, and your feedback is valuable. By a copy of this report, I am advising appropriate members of management of this situation to help prevent any recurrences in the future. Sincerely, Avis Customer Service Escalation Team Avis Budget Group

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First week of August I rented a car with Avis for the original amount of $53 for two days. Once it was time to drop off the car, there was Covid positives in my home so I called AVIS and let them know so they could let me know what would be the best option given we were supposed to be in quarantine for everyone's Saftey. They told me they'd send a tow truck to pick up the vehicle. 6 days past and the car was still sitting in our driveway. We called every one of those 6 days to inquire about why they hadn't picked up the car yet and were brushed off. They picked up the vehicle on August 13, 2021 but didn't close out the rental agreement until October and recently just charged me $6,288 on my credit card. They have acknowledged that they picked up the vehicle on 8/13/21 but refuse to refund me the money. They refunded me $200 and offered me a couple for a free rental for 2 days. Their explanation was that the ones who pick up the car are a 3rd party and so that's why the rental agreement was never closed which is unfair to me because I didn't have possession of the vehicle and am being charged for it anyways. This charge on my credit card has disabled me from being able to buy basic groceries for my child, pay my bills and pay for child care. I'm turn making it very difficult for me to work.

  Business response

  12/29/2021

  Business Response /* (1000, 5, 2021/11/30) */ In regards to the aforementioned BBB complaint Case ID# ********. We do appreciate the time you have taken to bring your rental experience to our attention. Reports such as yours are most appreciated, since they help us target and correct areas of service which might be improved. Unfortunately, we are unable to investigate the matter you have described with the information provided. All records are kept by the reservation number or a rental agreement number; therefore, please provide the information listed below so that we may complete our investigation. You may feel assured that as soon as this information is received, we will give the matter our immediate attention. Thank you in advance for your cooperation. We look forward to hearing from you shortly. Reservation/Rental agreement Number ________________________________ Renter's Name ( If different then what is on complaint) ____________________________________ Rental location __________________________________ Exact Date of Rental _______________________________ Sincerely, Avis Customer Service Escalation Team Avis Budget Group

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/3/2021 through 9/7/2021 we rented a car from Avis/Budget rental car company located at 21322 Kuykendahl Rd. Spring, TX 77379. We returned the vehicle with NO damages to any part of the vehicle whatsoever. My wife drove the rental and I followed her there. On November 12, 2021 we received a letter from Budget that we have to pay for "Emergency Roadside Assistance", which we NEVER had to have done. Budget charged our account $117.66 for a service that NEVER took place, 2 months after we rented the vehicle. I did an investigation on this matter on November 24th, 2021. I went to the Spring Budget location and spoke with their agent ******** who stated that there was NO damages to the vehicle at the time we dropped it off, nor does she have any damage claims during our use. She did state that an Avis/Budget agent did pick the vehicle up and took it back to the Houston Airport location. Based on my investigation, it appears that the damage culprit is the Avis/Budget agent, not us, the customer. After some more research, I discovered that Avis/Budget has been practicing these Unethical business practices for some time now. I am filing a multi-million dollar lawsuit against Avis/Budget Rental Car company and its CEO *********** for "Unethical Business Practices" first thing Monday 11/29/2021 to stop their corruption. I am also filing a civil lawsuit against a **********, an Avis/Budget Emergency Road Service Specialist for fraud and theft of $117.66. DO NOT USE THE AVIS/BUDGET Rental Car Company because of their scam! Stay Away!!!

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/02) */ In regards to the aforementioned BBB complaint Case ID# ********. Upon review of the rental details our records revealed that on November 28, 2021 this inquiry was handled by the Executive Office and email was sent to customer stated the following I am writing from the Executive Office to acknowledge receipt of your note regarding the charge Budget had assessed for repair to a tire from your September rental out of Spring Texas. I appreciate you making us aware of this charge so we could review the billing and timelines involved to ensure said charges were accurately assessed. Our review indicated, and as you had pointed out in previous emails, that the repair was made at the Houston airport location after the vehicle was moved there after Ms. ****** rental had been returned. While your contract was the last rental agreement the vehicle was listed on, the timing of the repair did not take into account the drive from the Spring location to the airport where the vehicle was inspected. For minor repairs completed onsite, the maintenance facility in Houston did not provide any photographs of the damage/repair, and only sent a copy of the invoice to our billing department for settlement. Senior Management for the locations involved, as well as the claims/billing department leaders have been made aware of this issue so they can appropriately address with those involved. After this review, our billing department has been instructed to refund you for the $117.66 repair charge. You will receive notice of this via another separate email that the refund has been processed today, plus attached to a note you received from one of our service representatives earlier this evening. I sincerely apologize for the assessment of this repair charge to your account and thank you again for bringing it to our attention for resolution. Sincerely, Budget Executive Response Coordinator Escalation Team Avis Budget Group

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a vehicle from an Avis on Bryant Irvin for 11/22/2021-11/29/2021 I am supposed to be an Avis preferred member there were calls from the beginning by an extremely rude lady about a deposit due and preferred doesn't pay a deposit when I got there to pick up the vehicle it was dark took it home before I could make my trip there was a film all over all of the windows that I attempted to remove with windex I was told I was upgraded there was obvious places the car had been wrecked and so forth I'd hardly call that an upgrade the real trouble came upon the return where I was rudely greeted and forced to clean this vehicle which I've never had to do upon return they were stating there was pet hair and we didn't even have a pet with us I will be disputing this rental with the credit card company as well

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/01) */ *********************************************************** Dear Mr. ******, Your file referenced above to the BBB under case#********** has been forwarded to our office for review and reply. By way of explanation ABG takes pride in providing our clients with a seamless rental experience. We apologize that your rental did not meet this standard. Please be assured that your experience was not typical. A copy of our report has been sent to the appropriate manager for corrective actions. In an effort to recover your future business our Customer Service Team e-mailed a coupon to you under separate cover. The coupon is linked with Profile Number ******. We hope that you will redeem the coupon and give us the chance to restore your faith in us. Thank you for giving us the opportunity to address your concern. Sincerely. Avis 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. ↩