SALT LAKE CITY, UTAH -- Arrived SLC 5PM Friday and waited 96 minutes in line as 3 agents did their best, when they weren't taking a break. Hertz next door had 8 agents and no one waited. Then, all I had was my debit card as I forgot my AMEX at home. They were not going to rent me anything, but wait, I prepaid this rental with my debit card and was told too bad, I should have read their terms... all 8 pages I guess. They finally assigned me a lesser class car that had muddy water in the washer fluid, bad wipers, oil change required warning and melted chocolate all over the display, I hope that's what it was. Don't use Avis. They've really gone to the dogs, which is what they'll rent me next time.
FT. LAUDERDALE, FLORIDA -- I rented a car from Avis at the Ft. Lauderdale Airport. My contract called for a rental cost of $82.01 but I was charged $124.46. I called customer service and I was told this was a gas charge. Putting aside the fact that the tank was 3/4 full when I returned it, the gas charge policy was not clearly spelled out during the rental process. The customer service agent simply told me this was the Avis policy and he was unwilling to do anything about it. If you decide to rent from Avis, hire a lawyer to go through the fine print and the entire rental agreement or you will be paying for "sneaky" charges that you never anticipated.
Had to go to Germany for a business trip. Since AVIS/Budget is a U.S. name, and my company has a contract with them, I went with this company. The guy at the counter was not particularly friendly and, although I had reserved an automatic, he told me they only had one car left and that it was a manual. It was an "upgrade" so I didn't complain. The car was a black Renault Megane. I rented a car from the 4/25/2011 - 5/5/2011. When I did the initial inspection, I couldn't find anything wrong with the car.
I turned the car in on the morning of May 5th, as the contract stated. I thought it seemed extremely strange that the attendant who I turned the car in to walked straight to the back left of the car and pointed to a tiny ding on the wheel well. It was so small I couldn't see it. I actually thought he was messing with me, until he handed me a paper and asked to sign it acknowledging the "dent". I told him I don't see a dent. He pulled me over to where he was and said, "You have to look at how the light reflects from this spot."
There was a tiny flaw, no bigger than a 10 font letter "o". I mean SO SMALL that you need to get 2 inches from it to see the distortion of the light reflecting. He said he was writing it down, but not to worry about it, wasn't going to get charged for anything. He never gave me a receipt or anything. I will admit that there were a lot of things I could have done to better protect myself in this situation, but I trusted AVIS and their reps... That was a HUGE mistake.
When I got back to the U.S. I saw a charge of over $1700 on my credit card. I called AVIS and they informed me that since it's a franchise in Europe, there was nothing they could do about it but send an email. They couldn't even get me a receipt or tell me what had been charged! AVIS stated that I should get a call back in 24 hours. 3 days later I called them: "Still investigating". 4 more days: "No new information, still investigating".
I finally got a letter in the mail from AVIS that said something about over 1050 EUR of damage and that I didn't have to do anything, as they simply charged my card. Gee, thanks for taking care of that for me AVIS... with NO AUTHORIZATION. The back of the letter had 4 pictures on it. One of which was a huge scratch and dent on a zebra striped background that was NOT what they tried to show me when I returned it. I've read on this site another person that got a "photo with a scratch on a zebra striped background". If you are reading this and have the same photo, reply immediately so we can fry these guys for fraud and extortion.
I'm currently in the process of disputing it with AMEX and AVIS, but haven't heard anything in a week or so. I've also compiled a Word Doc of all the other complaints on the "AVIS Frankfurt Airport" that I could get my hands on to try to build a case against them. Almost all of them are from the last 6 months... Kind of suspect.
AUSTIN, TEXAS -- Rented on seven occasions with Avis and they only credited miles from two of them. Despite having provided numbers, copies, etc., repeatedly to Customer Service they cannot get it right. Head of Avis-Budget Corporate Resolution apologized profusely in an email dated Dec. 16, 2016 stating miles would be credited. Of course it never happened.
RENO, NEVADA -- Rented a car online 6/16 to be picked up at Reno, NV. Paid for the car online in advance and declined LDW online. I am 75 years old and have never gotten LDW on a rental car. When I picked up the car at the airport, somehow the rental agent at the counter tricked me into initialing for LDW, even though I had declined it online. I have told them through email and correspondence that if I had wanted LDW that I wouldn't have denied it online, when I paid in advance for the vehicle. They have now given this erroneous bill to a collection agency. Beware the Avis Budget Group rental cars, THEY ARE UNETHICAL!!!
KANSAS CITY AIRPORT, MISSOURI -- I reserved a car at Avis for pickup at the Kansas City International Airport (reservation made through American Airlines). The daily cost was quoted as $52. When I returned the car, I noticed I had been charged a $15 per day "upgrade fee." I called the Avis customer service and asked why. I had not requested an upgrade and to be honest by the size and comfort of the car, I don't know how you get any smaller.
The "customer service" representative asked if I had read the contract before renting. I said not really as the only thing the desk agent went over was declining insurance and prepaid gas. If there was something about an upgrade in the two pages of 8 font, single space document that was displayed on a tablet screen, I did not see it. He came back with "You signed the agreement and it was in the agreement so you have to pay it." So basically, the desk agent upsold me and didn't tell me she was upselling me nor tell me I was being charged extra for the upsell. How unscrupulous can you get? Sickening that Avis has to stoop that low to get more money.
NEVER AGAIN. I implore anyone considering renting from AVIS (or Budget for that matter as they are owned by the same company) to think twice and if you are still bold enough to go through with it... Read every freaking word of the agreement even if it takes all day. I won't worry about that as I will not rent from them again and I travel a heck of a lot.
PROVIDENCE, RHODE ISLAND -- Indeed, I did rent a car from Avis Budget Group at Providence Airport from 10/06/11 to 10/09/11. I did not however go through any Garden State Tolls. I did not go through any toll stations. After arriving at Providence airport, my friend and I proceeded to the Budget counter. The reservation I had made 3 months prior was evidently worthless, the clerk in training offered me a larger vehicle at more money as they did not have the vehicle I contracted for.
I told them I did not need nor want a larger vehicle and had to wait until an economy class vehicle was checked in, ironically a little red car with New York license plates. My elderly blind friend and I were made to wait until they could rinse the car off. My guess would be that perhaps the person driving the vehicle to Providence went through the tolls or someone switched out whatever the transponder things are. We left the airport and proceeded directly to Groton CT to our motel within the hour where we spent that evening after stopping to see my brother in Ledyard CT.
The next day we spent the entire day touring Mystic Seaport in Mystic CT with the car parked until we visited my brother in Ledyard CT again. All these locations are in southeastern CT close to the Rhode Island state line. The following day, Saturday, October 08, 2011, we did not drive the car as my brother in CT took us around for the day. On Sunday, October 09, 2011 we returned the car to Providence airport via Burlingame State Park and Misquamicut Beach. The car was returned by the appropriate check in time. I have documentation showing where we were. We used 400 miles + - the entire time.
When I received my November credit card statement, I noticed the charge. I called the telephone number given to me ** on 11/02 at approximately 5 pm and spoke to a young lady about it. She was very rude and told me the transponder things didn't lie. I explained to her I never left Rhode Island or southeastern Connecticut nor did I go through any toll stations. I spoke with her for about 17 minutes and she said she would contact me back after their investigation. To this day, I have never received a call back.
I called my sister in law in CT that same evening, 11/02 to ask where the Garden State Parkway was and if I had gone through tolls from Providence to Groton CT, the furthest distance I drove. She said it was in New Jersey! Imagine my surprise. I have receipts tracking everywhere I have told you and times of check ins/visits. My friend was with me the entire time and has agreed to become a witness to this case.
I hope the credit union will alert their customers to this shady practice of adding charges to unknowing customers in the hopes they will overlook them and pay the bill. Fox 13 news and Bay News 9 here in Tampa have been documenting and reporting on these shady practices. Furthermore, I will never rent another vehicle from Budget Rent A Car and will alert my friends and family to this incident by sharing and posting this letter.
I was heading camping with my family for the weekend in a PA state park, and due to major storm warnings, decided it would be smart to rent an SUV with four wheel drive. I made a reservation and picked up my vehicle, no problem from 30th street station. Several hours later upon arriving in the local town where the state park was located, we stopped to purchase some groceries for our weekend - in doing so I found that my checking account was overdrawn several hundred dollars. Terrified I quickly loaded up my bank's mobile application on my iPhone to discover that not only did Avis charge me an initial balance for my rental $182.40, but in addition charged me $1,112.69, TWICE!
Furious I immediately called Avis who said they had no record of this charge as the amount made no sense. After a long time on hold, they conferenced in my bank who confirmed the amount and gave them instructions to fax over a request to remove the erroneous hold. I was told to give it an hour and call back. We headed to our campsite, where I had no cell phone reception, so an hour later I had to drive up the road to a pay phone located outside the park's office. I called my bank who notified me that the hold was being reversed and the money would be credited back to my account again shortly. The representative then asked if I was aware that the charge had been run through twice?
Shocked I said of course not. She then informed me that in order to have the second charge removed I would need to have another fax sent over specifying that 2 holds in the amount needed to be removed. I called Avis back and after 20 minutes of holding got someone on the phone who had no record of my prior call or the scenario I was faced with. Frustrated I explained the scenario and was put back on hold. After close to 40 minutes on the phone I was informed that the fax had been sent and all would be well. I informed the representative that I understood and required a second fax to be sent, to which she replied that is not possible as she could not see the hold in her system.
Again, we called my bank - only this time after my bank representative explained there were two charges there was no Avis representative to be found. Getting extremely upset at this point I sent my family hiking without me and stayed at the phone booth to call back Avis. Again, I got a representative who had no knowledge of my situation as his system did not contain any notes on the matter. This time I asked for a reference number so I had something to provide them with going forward. He assured me that the fax would be sent and I should try back in an hour. After an hour and a half I called my bank to learn that the charge was still there.
Beside myself at this point I called back Avis who again conferenced in my bank and seemed to smooth the whole thing over. I was told the credits would be on my account and that the bank system would update at midnight, relieved I left to head back to my campsite after almost 3 hours of dealing with the mess. The next day I awoke to find the charge still on my account and even less information contained in my file (even with a reference number) than before. Worst of all once back in my hometown, with the car returned, I found myself still on the phone with Avis trying to find out where the, at this time 3 faxes, that were presumably sent to my bank went - since my bank had never received them.
I called the local Avis branch yet again to AGAIN speak with someone who with my case reference number, did not see any information besides a single phone call from 2 days prior that was 'resolved' by sending a fax. They also refused to believe that I still had an additional $1,100 charge on my account since they could not see it in their system. At this point I took off of work and went to my bank where I had a customer service representative literally print up the transaction log and fax it on Bank letterhead to Avis. I then went to the Avis branch to confirm receipt, and deal with their puzzled faces when they realized they had charged me close to $2,700 for a two day rental. They had no idea what to do.
After another hour at the local branch watching Avis staff walk in and out of the front desk area scratching their heads, I called my bank after I watched them send a fax through hopefully vindicating the erroneous charge. My bank then informed me that the hold was in fact not a hold but was "notched" for payment, and nothing could be done until it cleared or dropped off - which would not happen until the end of the month, almost 2 and half weeks later. My bank account is still showing charges IN ADDITION to my rental fees for $1,112.69 and I am told nothing can be done. Avis has AWFUL computer systems and INCOMPETENT staff, sorry but it's true. This has been overall one of the worst experiences of my life!
COPENHAGEN -- We recently visited Denmark, which is the country where I was born. For the first time, we had decided to rent a car. Our first choice with Nembil.dk turned out to be an unwise decision. We were given a car with almost 200,000 miles on it (a Nissan Primera). The interior of the car smelled badly, the rest of the family was indeed disgusted with it. The ignition went out at least 10 times during the short distance from Frederiksberg to Amager, where we were to return the car.
Nevertheless, at least they were gracious enough to cancel the contract since this car could not reliably take us anywhere. After wasting half a day, and upon the recommendation of our hotel, we contacted Avis car rental in Kampmannsgade 1, Copenhagen. At first they seemed like a wise choice. However, when we returned the car three days later, they attempted to charge us for an extra day. Even though the car was brought back 15 minutes before it was supposed to (5 pm we were told).
After arguing our case, and only then, they took the extra day off our bill. We should have known right then that something was up. One week after returning to the US I noticed a VISA charge of $820 (equivalent to 5000 Danish kroner) on my checking account. It was from Avis in Copenhagen. I called them up and they alleged they had noticed there was a scratch over the wheel. I told them I was confident that we had not been in any accidents and had inspected the car thoroughly upon returning it.
We did not see evidence of any damages. Besides, Avis at the time had not made comments about anything. Now one week later they're alleging that the car was damaged and they're charging $820 to fix this alleged scratch. I told them that it doesn't make any sense that you contact me one week later about a damage and claim that I did it. In America, vehicles are inspected right away and you get a receipt that everything checks out. They, on the other hand, claim that they took photos with a time/ date stamp right after it was returned.
Then why did it take them one week to contact me about it? You think that sounds suspicious? Eventually they sent me those photos. Two comments should be made: First, the photos they sent did not come with a time and date stamp. They could have been taken at any time afterwards, even after the car had been rented to others. Second, the photos show a very minor scratch that might not be noticeable when you first glance at the vehicle. Yet they try to charge $820 for that!
To sum up our experiences with Avis in Copenhagen: Avoid them at ANY cost, unless you're willing to risk ending up with fraudulent charges on your VISA card. Do I believe that they have a scam going on? Yes, I absolutely do. There are other reputable car rental agencies out there I'm sure. Clearly, with Avis there's no such thing as customer service. Obviously, they took advantage of us for not living in Copenhagen and being able to show in person and challenge these charges. Their slogan is a joke: “We try harder”. This takes on a whole new meaning after our experiences.
ARLINGTON, VIRGINIA -- I recently was verbally abused by the Manager at Avis after I told him that I was going to file a formal complaint with Avis Headquarters regarding the customer service (or lack thereof) that I have received at Avis Reagan National Airport location. I have been an Avis First Member for over 3 years which allows certain perks ... at the very least, being treated with respect! Well to make a long story short, I was on my cell phone speaking with a representative at headquarters obtaining instructions for filing a formal complaint against the Reagan National Airport Branch when the Manager became visibly LIVID.
After telling me that I had "never made a reservation" and that it was my fault that I did not make one (even though I produced the confirmation number) he finally got me into a car. The Manager then left the desk, went out of the side entrance to what I thought was to give me the registration document, and proceeded to "rip me a new one" where no one else could hear, verbally abusing me. The Manager was so angry that immediately removed myself from the situation, got into the car and immediately called back to headquarters to explain what had just transpired and asking the representative if I should contact the police.
The representative placed me on hold and contacted the Manager to find out what was going on. She then advised me that I would be well within my rights to contact the police in addition to filing the formal complaint that we had discussed moments earlier. I decided to just leave the premises and file the formal complaint. Two weeks had passed and I received a letter from Avis stating that and investigation had been conducted and based on what the Manager had stated, I was no longer eligible to rent a car from Avis or Budget. In other words, we have spoken to one of our employees (Manager) and because we all work for the same company, we believe everything that he has told us.
The District Manager never contacted me to ask what happened, offer an apology, NOTHING! The Manager took every step he felt necessary (to include lying) and told the District Manager that I verbally abused him. I now know that this was his reason for leaving the front desk to curse me out where no one else could hear. Once I received the letter for my denial of car rental service with Avis, I contacted the District Manager, and she basically confirmed that the Manager's actions was the "norm" at Avis because she too began speaking to me in a very rude manner.
I began to demonstrate to her (since it has become evident that neither she nor the Managers have been trained in treating people with respect) how one should be spoken to by remaining calm and telling her that "I can rent a car from anywhere. It's the PRINCIPLE of this whole ordeal that she and her employees are not understanding.” That conversation just fell on deaf ears because she kept saying what the Manager had told her. (?!?!) In short, I have chosen to take my business elsewhere. I thought about filing charges against the Avis Manager for verbal assault, but I am a very busy lady.
I was an Avis First Member because I would rent from Avis on average of 3 times per month. I will now give my hard earned money to another rental car company that values my business and me as a person. Whatever happened to the days when customer service really meant something? Being an Avis First Member means nothing to Avis, the employees are ALWAYS RIGHT!