Avis

AVIS 12/15/2024 McAllen Int'l Airport.
This was written to AVIS' Corporate office and has been ignored so far.
Upon arrival at the rental counter at McAllen International Airport, we experienced a significant amount of service related problems.
These problems, in our view, were created and exacerbated by your agent. Frankly, I, as well as my wife, are outraged.
THE ISSUES AT A GLANCE
The first issue was that the reservation upon our arrival
(1713****US6) was canceled by the desk agent.
She reasoned that since the reservation was changed with AVIS by phone (from AJ TO SJ) that the above reservation number was now invalid. This appeared to not be the case. The telephone agent told me that the Corporate/Business Discount Code (X0333**) used in that reservation was invalid, because we changed the name from AJ TO SJ. I told the agent, it is valid, because my spouse, SJ works with me therefore, she should be afforded all of the rights and discounts that are afforded me. Frankly as for SJ, she is an equal owner. Your agent insisted that I needed to provide PROOF that my wife works for me. Legally speaking, I am recognized as the CEO of FTS *** (Texas and Missouri). I assured the agent that "I'm the CEO" ' I insisted by stating "I'm telling you that she works for me". By this time, I'm trying to maintain decorum. This agent, as this unforseen circumstance unfolded, was condescending and appeared equally as arbitrary in her considertion of the situation. The agent was furthermore, capricious and arrogant in her actions which were to to follow.
The reservation was amended with a card in my wife's name. The reservation was now in my wifes name. Therefore, in accordance with AVIS' policy, this was the card we presented at pick up. It is the only card we use for this type of business. SJ's name appears on that particular card. Moreover, I don't even have a card on that particular account with me, because I can use SJ' anytime it becomes necessary.
The agent then suggested that in order to receive the business discount, I'd need to change the reservation back to my name, if I wasn't able to provide evidence of my wife's employment. By this point, I was noticeably becoming a bit more defensive, as with every word, your agent, became even more condescending. It was evident to me that something else was going on. Unfortunately, I am left to ponder if that our being an interracial couple may be the reason for the agents obvious disgust in dealing with us. Now, I certainly felt as though I'm being called a liar. Embarrassingly, this entire situation is unfolding in the presence of my wife, and son, and another ¹ customer waiting in line. I asked, " What proof do I need?" We do not issue any corporate Identification. We had no cards with us.
In the meantime, I managed to log into the Secretary of State website, hoping to provide evidence of ownership. It is noteworthy that both state sites (SOS and Comptroller) show our ownership and also displays our tax exemption, notably, in SJ's name.
Finally, she [agent] relented and said "I'll just take your word for it."
As further evidence of the agents' attempt to find a reason to not rent to us, she then questioned the proof of identity.
It seemed on its face that another seemingly unnecessary issue was surreptitiously unfolding. In my view, the unusual issues and obsticles to this point were seemingly created by the agent.
SJ initially offered the agent the payment card (as set utilized in the now cancelled reservation) .
The agent stated "oh, with your use of a debit card, you'll now need a third form of accepted identification. To say the least, I was perplexed.
To this point, (a) I'm having to locate bonfire proof that I own the business, and (b) that my wife works with me, and (c) now the agent doesn't believe or accept my wife's identification.
I offered our insurance card. She declined. Then agent suggested a bank statement, a letter with our address on it, or alternatively, a passport.
We scrambled to find somthing to satisfy this ever growing set of requirements. About that time my wife recalled that she had her Passport Card in her purse. She presented it as the third document.
Now comes the running of the card. I told the agent we had to first turn it on, we use a security feature which allows us to turn it on or off as needed. I asked her to wait while I logged into the bank. I then turned the card on.
The agent warned that if for any reason they card is declined, she would not re-run the card for 24 hours. We had no reason to suspect it wouldn't go through.
As the agent ran the card, SJ simultaneously received a text/fraud alert from WF bank.
Wells Fargo, automatically blocked the charge attempt, until SJ confirmed by text that it was she using the card.
The card was initially declined. Now, of course, I'm recalling the warning we were just given by the agent. At this point, I'm losing my patience, as is SJ. My son, who is usually very quiet, chimed in and said, "what now?!"
Nevertheless, anticipating the agents refusal to run the card a second time, SJ immediately showed the agent that AVIS' initial attempt at the card authorization was flagged as fraud. SJ, likewise showed the agent the private message from the bank as proof, as well as that banks' offer of authorization of the bext anticipated transaction. It is noteworthy that WF suggested in that text that SJ should request to AVIS run the card again, a second time.
Sure enough, on the second attempt it went through. However, apparently not to leave without a insulting shot, the following occured. I attempted to assist my wife, but the agent stopped me and said, that SJ had to put in the PIN herself.
The agent then had Sonia sign everything and tried as the agent might, she tried to persuade Sonia to purchase extra add-on insurance protection. We thought the price is far too expensive and unnecessary, as applied to us.
Collectively, SJ and I, declined the add-on coverage, as we have both commercial and personal policies. We are only using the car for personal use and the deductible is only $250 for comp/collision. This according to our insurance agent, extends to rentals as well because insurance followes the driver not a particular vehicle when it comes to rentals and so on.
The AVIS agent then asked if SJ would be the only driver. She said "yes", and I asked if I'm allowed to drive the rental.
I added, "you have my driver license information on file." The agent then said, "If you're LEGALLY married". (emphasis by agent). Is there another kind of marriage? Can we be illegally married? The agent thought it necessary to place her emphasis LEGALLY, as if to suggest we couldn't possibly be LEGALLY married. After all, we are a mixed race couple, we couldn't possibly be married, right?
Although the agent eventually allowed the rental to proceed, it has left a bad impression on us.
I am perplexed by the "24 hour" declined card policy, it's not something I'd ever heard of. I searched online to find if AVIS or perhaps similar rental car company policy exists elsewhere, to no avail. I wanted to understand how a policy like that could be supported.
As I explained above, this decline was not anything we'd instigated with WF. This was the bank trying to protect us from fraud. We appreciate their efforts.
My questions are: Does AVIS have a written policy in support of the Agent's assertion that if a card is declined it cannot be run again for 24 hours?
¹ We noted another customer in line who was attempting to pick up. We overheard the conversation. In that instance, the same agent told the customer that the Corporate card used to secure their reservation was declined. (It was a catch 22, because if they'd shown another card in order to proceed with the reservation they'd not be allowed to rent, because the card would not match the reservation). The agent offered to nevertheless, allow them to use another card.
I nevertheless called our happenstance in overhearring the conversation to the agents' attention, as she contemplated not allowing us to rent the car. This was immediately preceding the agents reading of the text from the bank on my wife's phone. Does AVIS maintain a written policy that requires proof of ownership of a company in order to benefit from the discount offered? Does AVIS maintain a written policy whereby a third form of ID is required to rent a car? Does AVIS require evidence that someone is legally married for the purposes of driving a vehicle rented by a spouse?
These are all questions we believe that we deserve an answer to.
If you would provide evidence that such policies as alleged by your agent exist, we'd be curious to understand the reasons.
Likewise, we'd be curious to learn what AVIS' policies are when renting to its customers?
For Example Are there separate policies for the public at large depending on their race, religion, sex, age, gender, handicap or national origin?
Even if these are actual policies, I alkege that they were only applied (judging by the interaction we witnessed) to us, based upon an issue unrelated to policy in it of itself. The attitude of the agent toward our research, let alone our marital status, is outrageous. The hostility was palpable. Generally, AVIS has a 1.3 rating because it can care less about it's customers. It is necessary for consumers like myself, INSTIGATE a boycott. AVIS has a history or racial and ethnic discrimination in employment as well, dating back to 1997, accordingto my research. The EEOC, once fined AVIS 5 million dollars for discrimination. This rivals only Denny's in frequency.
We'd appreciate your thorough investigation into this matter.
A. J -
ENCINO
Brooks County, Texas

Reserved our vehicle in late July for our Trip in December after Christmas. Avis was great to send reminders by email.

Have used them many times before as I am a preferred customer. Mostly booking from Airports when we arrive. This time was for vacation, and we needed a van as taking more people than what our personal vehicles can hold. Finally get to the day we are leaving and when we get to the Village of Ottawa Hills location in Ohio to pick up the rental, they said that our reservation was incorrect, and they couldn't honor the price quoted.

Original price was $436.60. They then tried to get me to pay $1860.

Over 4 times the amount that was quoted. Please do not ever use this location to rent from.

We rented a car with Avis at Denver Airport, and experienced a car accident. We contacted AVIS Roadside Assistance and was assigned with a Tow company, however, the tow company called us stating they couldn't complete the request due to weather conditions.

We were at an unsafe location (exit of a highway with heavy snow and slippery road conditions) and needed to get out of the car ASAP. A local tow truck passed by and asked us whether we needed help. After confirming with AVIS Roadside Assistance that it is okay to have the local company tow our truck since AVIS has no ETA for finding the next tow for us, we received a text message about picking up another car at Denver airport, which is 2 hours from where we live. We went to the airport the next day, and the manager was unbelievably rude to us, refusing to provide us with another car because there was no written text or email saying that our car was towed back to the airport location.

She stated multiple times, the text we received to pick up a new car was valid unless we received another text saying our car had been towed back.

However in the next few days, after spending hours and hours calling customer service, we found out, by the time we were talking to this manager, the car HAD ALREADY BEEN TOWED BACK to the airport location and we received no information, no updates, no written text on this. THE MANAGER DOES NOT KNOW WHAT SHE WAS DOING, and as a customer-facing business, AVIS staff was unprofessional and unrespectful at a whole new level to its customers.

The Avis location at the Denver airport deliberately rented me an unsafe vehicle. The front tires were completely bald and the writing on the window, which indicates that the car should not be rented, had been mostly rubbed off.

It wasn't until I hydroplaned and nearly flew off of a cliff that I realized what was going on. When I returned the car, I showed the manager the tires and the writing on the window, and he agreed that it likely indicated that the car needed maintenance and was not safe to rent. Thankfully, I was able to regain control of the car before plunging off the side of a cliff with my kids inside. If the complaints about rude service and long wait times don't scare you off, then please, please heed this warning.

I am doing everything I can to try and prevent a horrible tragedy from happening to another family. This is downright reckless and negligent.

Customer service has been nonresponsive. I have contacted the Better Business Bureau and the Attorney General and will be posting reviews wherever I can to try and prevent this company's negligence from costing another family their lives.

Dear Avis Customer Service,

I hope this message finds you well. I am writing to request a refund for an incorrect charge on my recent car rental with Avis, under Rental Agreement Number: 31378****.

According to my rental agreement, the vehicle was scheduled to be returned on December 14, 2024, at 7:29 PM, and I adhered to this schedule by dropping off the car at the specified time. However, I noticed an additional day charge of $68.99 on my receipt, which I believe was applied in error as the car was returned on time.

I kindly ask for this charge to be reviewed and refunded. Attached is a copy of my receipt for your reference.

Thank you for your prompt attention to this matter. I look forward to resolving this issue swiftly.

Best regards,

I booked for a car with illimited miles at LAX airport from the 24th of october 2024 but as I had problem with the first car because it was hybrid and I liked a full gas car instead of hybrid. Your employment changes the car the 27th of october at LAX airport but at the end of Rental the 04th of november they put charges for miles and more .

The car is like I received it the 27th of october with the same level of gas. I tried to reach the phone number they gave to me 310 342 **** but nobody and I am now waiting for my flight to CDG which will take of at 6.30 pm.

Thanks for résolve this problem please.

Jim TARBY.

I placed a reservation for a car at a small airport. I was unable to travel as such.

I informed the airport authority. They stated that they would cancel the car on my behalf. I thought that this had been solved. One year later, a company hired a car on my behalf.

When I arrived at the airport, I was informed that I was on the 'Do Not Rent' list. I tried to resolve this with Avis, and they told me that I had to prove that I did not rent the car. How can anyone disprove a negative? I wrote to the Vice President of Customer Service who could not be bothered to send me a reply.

I could probably afford to pay for a rental that I never used, but it is the principle of the matter that offends me.

This is one of the most disreputable companies I have ever encountered. My advice is to listen to Pink Floyd and run like ***

I paid in advance with my Amex card. Received confirmation and payment processed.

When I arrived on time to pick up, was told I couldnt rent because my credit card didnt match what they had in their system.

I had to step away and call customer service who gave me the runaround for 30 minutes and dropped my call, then told me I was out of luck.

Realized the reason they wouldnt honor is because I used Apple Pay, which is linked to my Amex card. Agent refused to override, and I was forced to make a new reservation and pay over$100 more. The agent told me this happens often when I told him to relay to corporate my displeasure. They are a franchise and have no control over it, they are blocked from overriding due to Avis error.

THIS IS CLEARLY A SCAM!

Will be contacting Amex to make a chargeback and may also pursue small claims. Couldve gotten a cheaper rental elsewhere, but they hooked me and took advantage.

NEVER RENT A CAR FROM AVIS! PLEASE!

Save yourself the hassle. This company has hands down THE WORST customer service I've ever experienced in my life and that is coming from someone who worked as a manager in customer service for 7+ years!!! We rented a car in Lisbon, staff gave us a car that they even said themselves isn't reliable. It was driven ONCE and broke down on the side of the highway..

LOTS of black smoke and leaking oil.. car was about to BLOW UP. We were stranded on the side of the highway for 5+ HOURS with no water, food or bathroom.. police officers had to help us.

Avis sent us the opposite direction to an office that was CLOSED. Missed a train we bought tickets for a month in advance.

Currently been fighting Avis for over 2 MONTHS and still NO resolution or refund for this nightmare. Extremely disgusted by this company.

Me and my wife rent a SUV for 2 days as soon as we are going out destination we noticed our front wheel is bald down to the tire wire,the wheel was shaking bad so because of that we cannot go to our destination I show the agent a missing part of tire she said it fine now we are paying the price in the parking lot my wife have a heart condition ,I have a blood circulation problem so my legs need to be stretch out it cannot be done here our skin smelling bad no place to shower we need urgent help and payment to we can go to final destination,we are in canroe tx key no 5973**** my wife no 832233**** my no 832233****

On August 22, 2024 at 3:54 pm I received the reservation # 07 00****US2 confirmation for the car rental. That same date at 5:42 pm, I received another email that stated that the reservation had been cancelled.

The cancellation was made by Avist, not by me, yet I was charged $50.00. I am requesting that those $50.00 be refunded to me as soon as possible, as that money should have never been charged to my account since it was AVIS the one that cancelled and not me. I am requesting a prompt response, and an immediate resolution to this problem.

I contacted the customer service contact number and was advised that the entire income that was removed from my account by AVIS would be credited within a few days, that was not the case for the $50.00.

I am requesting a call to confim that this complaint has been received. This was a tremendous inconvenience for us and caused for our plans to change due to the cancellation.