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

After 40 years as an Avis Car Rental Wizard member, I was so disappointed with my most recent experience that I cut my membership card in pieces and will never rent from them again. I booked a car through Avis' website for a one-way trip from Ft.

Lauderdale, FL to Jacksonville, FL and received a quote for an estimated total cost of $125.02. When I dropped off the vehicle at the Jacksonville airport, I was charged $480.31, including $348.48 for mileage (352 mi. at $0.99). This came as a total surprise to me as every car I've ever rented from Avis and its competitors have always included unlimited mileage.

I was not informed by the Avis agent when I picked up the vehicle that mileage would be separate, otherwise, I would have booked with another company. I contacted Avis' Customer Service a couple of times, as well as their escalation desk to request that they honor the original quote and their response was less than satisfactory.

Avis rented us a minivan with tires so worn, the steel belts were protruding. It was late at night and it didn't occur to me to check the tires for baldness.

A few days later one of the tires blew out, fortunately on a street instead of 75 MPH on the highway. Avis sent out a tire replacement guy. Problem was, as we told them, there was no spare nor any tire changing equipment. 3 hours later they towed it away but the next day we were forced to take a $180 Uber to BWI to get a replacement car.

After the trip, some compassionless flunky named Salvador at Avis customer service made it abundantly clear he could not care less about what happened to us. One form email after another was returned to me as we tried to get refunded. Salvador would only refund us one day rental and $50 of the $180 Uber cost, even though Avis was 100% at fault and put our lives in danger. Salvador is everything that's wrong with corporate America today.

This blatant disregard for safety and a defiant unwillingness to take responsibility or accountability. Companies like Avis shouldn't be allowed to put families at risk with subpar vehicles. As far as I'm concerned, Avis is a criminal enterprise and Salvador should be fired.
P.S.

This website won't let me upload the tire photos. Trust me, you'd be appalled if you saw them.

Outrageous. Rented minivan for one week in Colorado with grandchildren for $1,500.

Did not use it for camping or go off road. Took kids to a park near a river where they live a couple times. Their shoes must have tracked a small amount of sand in the car. Nothing very noticeable when I looked through the car upon returning it in Denver.

I just got a bill for an excess cleaning charge of $125 with pictures showing nothing that an ordinary vacuuming of floor mats wouldnt take care of. I called customer service to explain and they told me there was nothing they would do. Asked if next time (which there will never be) I need to get the car detailed before turning it back in! This is a scam by Avis, adding additional unwarranted charges.

I will never rent from Avis again and will contest this fraudulent charge with my credit card company. Avis should be sanctioned for this fraudulent practice.

Rented an SUV from Avis on Sunday, May 18, 2025. Returned the car around 7:05am the next day Monday, May 19, 2025.

Got to the drop off location early and no one was there. Then someone came, and the vehicle was handed off around 7:05am. To my surprise, I got the rental receipt and Avis stated the vehicle was returned at & 756am, about a full hour after it was returned, and they added charges for an additional day. I am waiting a few days for these charges to be reversed, failure with which I am fully prepared to pursue this to the fullest extent of the law.

Around that time of the stated return, I was already in New Jersey.

Will provide an update after any resolution to this matter. This was either a genuine human error or a deliberate attempt to rip me off.

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.

I travel for business and am preferred through Avis. I have been preferred for 8+ years.

The worst years were during Covid when rental cars were not cleaned or even had a full tank of gas in them. When you had to wait for an attendant to go find a key...but here at MAF, it is somewhat similar. This is oil field country. I get it.

A lot of rentals for business travel, but you know this, so why not adjust to your clientele? I have been coming out here for 6 months and have 6 more to go with this current co tract. The car is always dirty with the mirrors and windows so bad that now I carry windex wipes so I can at least clean the side mirrors and windows so I can drive safely. Service staff are not apologetic at all for the long wait lines and instead blame it on the customer volume...come on.

And forget about finding a place to park when you return your vehicle. Please AVIS...DO BETTER!

There is always a long wait no matter how far you book in advance.

The cars are dirty, damaged, and rarely what we pay for.

Now questionable charges keep showing up on my CC statement.

No receipts available on my account. I tried the customer service link but it tries to force you to a 3rd party and never works even though I'm already logged into my account.

I have tried calling but the bot is horrible.

Eventually I told the bot whatever is was trying to force me to say just to get to an actual person. That has been almost an hour ago and I'm still on hold waiting to get transferred yet again.

Tried the app, but the app has always been bad and no support.

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.