Avis Car Rental

Rental made months in advance was for a Luxury SUV, they gave us a CAR. Ran out of SUVs apparently and somehow this was okay to them. Customer support on the phone refused to give any money back stated somehow a car is the same "class" as an SUV to them?? Unable to locate a SUV any where now due to being spring break. We had to take two cars everywhere because of Avis. "brand new" luxury car was a 2018, and smelled of Marijuana smoke. Scratches every where and door handle was damaged inside. Avis refused to reimburse for inconveniences.
Apr 7th, 2024

Reserved a Suburban class rental months in advance. Was told by the agent that my car won't be ready for 10-15 and if I would like to wait. We were in no rush, so we waited. 10-15 minutes later was told there was no timeframe on when my car type would be ready. The agent downgraded us to an Explorer and a free tank of gas, but the car was at another terminal. At the time, I was fine with this. I don't fault the agent for this, the agent was very courteous, polite, and tried her best. We went to the other terminals' pickup area and I noticed a few Expeditions in the pickup spots. I took a picture of two them. I told the person that scanned us out, but they didn't really know what to do, so we just left - we were over it. I later realized I got downgraded for a $50-60 tank of gas at best, doubtful I got the value for the downgrade. I used Avis because they were about $400 better on a Suburban class than Hertz/Enterprise - we now know why.... First time using Avis, last time using Avis. I have used Hertz and Enterprise my whole life, never been downgraded always upgraded. Edit: Added a star, Avis reached out and reviewed my agreement and corrected the charges for the downgrade.
Apr 9th, 2024

I was extremely disappointed with the service I received when I picked up the car from Orlando( MCO). Not only was there dog hair inside and an issue with starting the car, but I was also told to use the remote to start the car, which was not a satisfactory solution. The only reason I accepted the car was because there was a shortage of vehicles. On March 28, my rental car would not lock or start, so a tow truck had to be called to tow me, my daughter, and the car to Orlando Airport. The tow truck driver started taking my belongings out of the car and placing them on the street, rushing me along even though I had a prior engagement that I ended up missing due to this inconvenience. After being promised a ready car upon arrival, I had to wait for an hour before being given a dirty car that I was then told I needed to go back into the airport to speak to customer service about. The manager I spoke to lacked customer service skills, and I was eventually given a Tucson in a different building from where I was originally located. When I arrived to pick up the Hyundai Tucson, there was a Mercedes parked in the spot that was promised to me, leading to another 30-minute wait with my young child. I was then told that the car I was promised had been taken by another agent, and I was given a Nissan instead, which had a pulling issue. Overall, I am deeply upset by the poor level of customer service I experienced throughout this entire ordeal.
Apr 7th, 2024

I am updating this review only a few days after posting. Avis company rep reached out and explained that their was a difference in price but it was due to booking through a third party and selecting pre-paid option like; loss, fuel and car seat. When I went to the counter the rep didnt realize I had this all already through the app and charged me again through Avis not seeing the third party charges. So long story short Avis is refunding me the double charge and was very helpful and fast with resolving this matter. I increased the stars one more and updating this review. Thank you Avis. I am upset at the extreme difference in initial quoted price and the final price for my week long rental. $400+ dollars more is an absurd difference. I booked through Avis app thinking it would be efficient and accurate.
Apr 7th, 2024

Avis is the worst rental service Ive experienced. To start off they deducted the wrong amount from my account for the rental, then to pick up the vehicle we went through so much confusion to locate the vehicle. If that wasnt bad enough, they shut off the vehicle on us at 2:57pm on the airport compound when our rental return time is 3pm. We had to walk back and forth trying to get help when one of the Avis agent at the airport said she cant help us. My husband finally spoke to a manager at the airport and she told us to take the keys to her and leave the vehicle where it is. On the Tuesday I woke up to a hold on my account for $988. When I called Avis they explained that its just a hold and they would release it once the contract is closed. On Thursday they instead charged my card $623.87 for an additional 3 additional days which was absurd because an agent told us that the car was already rented out. Thanks to Manager Debbie who on Saturday helped to refund our money but I still will never rent with Avis again. Im still dissatisfied and they caused me a great deal of stress and frustration.
Apr 7th, 2024