Avis
Reviews and Complaints

I rented a car from Avis at the Nashville, TN airport on April 28th, 2021. As I drove out of the lot, I noticed that the oil light was on. I was disappointed that I couldn't change the car because it was an hour before they opened. On the morning of April 30th, my companions and I were excited to drive to Memphis to visit Graceland and the Civil Rights Museum. However, when we checked out of the hotel, the valet informed us that the tire was flat and that the spare donut tire was not in driving condition. I called Avis and waited on hold for over 35 mins until someone finally answered! I was worried about what would have happened if I had been stuck somewhere alone. When someone finally answered, they told me that it would take an additional 30-60 mins for someone to arrive to repair the tire. After waiting for 30 mins, I called AAA who came within 15 mins. I then had to drive back to the airport to exchange the car. This issue set us back 3 hours and we missed the opportunity to visit Graceland in Memphis. I would like to be reimbursed for the tickets. I miss the days when Avis would bring another vehicle out, exchange it for the vehicle with issues, and have the Avis rep wait for roadside assistance.

In addition to the issues with the tire and the oil light, the SiriusXM never kicked in - even after exchanging vehicles at the Nashville airport on April 30! It was frustrating to have to deal with this issue again. The icing on the cake was when I received an invoice for $220 to pay for the tire repair! I was shocked and disappointed that I had to pay for something that was not my fault.

We had the same issue with SiriusXM never kicking in when we rented a car from Avis on March 13 in Woodland Hills, CA. The car that was given to us had 28,000 miles on it, was dented and scratched all over as well as rattling like crazy. Again, we had to drive to LAX to make the exchange, taking us out of our way.

Overall, my experience with Avis has been disappointing. I will not be renting from them again and will be posting this review on different review sites. It is frustrating to have to deal with these issues when I am paying for a service. I hope Avis can improve their customer service and quality of their vehicles in the future.

I recently rented a car from Avis in Pittsburgh, PA on November 3, 2022. It was a Thursday and I arrived at 11:45am. The staff informed me that the rental cost was $38 per day and an additional $16 per day for liability insurance. I decided to rent the car for 3 days, which cost me $97 upfront, plus a refundable deposit of $200 upon return of the car. The staff also reminded me to return the car with a full tank of gas and not to smoke inside the vehicle.

On the 5th day of my rental, I received a call from Avis asking if I was returning the car. I informed them that I would be keeping the car for a few more days. Eventually, I returned the car on November 9th at 11:00am. The staff handed me a bill, but I didn't bother to check it. I asked if the extra days would be deducted from my security deposit, and they confirmed that it would be. They informed me that I had about $140 left in my security deposit, which I thought was reasonable since I had already paid $97 upfront.

However, the next day, I tried to order food and realized that I had no money in my account. To my surprise, Avis had charged me $648 for the rental, which included a $185 loss damage waiver fee that I never ordered. They also charged me for an extension fee, a late fee, a state surcharge fee, a county surcharge fee, and a passenger fee, even though I never had anyone else in the car with me. I was shocked and frustrated that they had charged me so many bogus fees that I had never even heard of.

I tried to call Avis to dispute the charges, but I was hung up on and even screamed at. I couldn't believe that they had charged me $646 for renting a car for 5 days, which was supposed to cost me only $38 per day plus liability insurance. It was the worst car rental experience I've ever had, and I will never rent a car from them again.

In conclusion, I would not recommend Avis to anyone looking to rent a car. Their fees are outrageous, and their customer service is terrible. It's a shame that they ruined what could have been a good rental experience.

This rental experience was the worst I've ever had in my life. I've rented a lot of vehicles over the years, but this one was a complete disaster. My family and I needed a 7 passenger vehicle to drive around Idaho for our vacation, which was already going to be expensive. However, Avis offered a discount of about $300 if we pre-paid in full, so we took advantage of it. The price was still outrageous, but we had no other choice. We booked the rental online and paid the full amount, which brought the price down from $1500 to $1200. (Can you believe it? $1200 for a minivan!)

We returned the vehicle on time, with a full tank of gas, and no damage. However, Avis charged my credit card for the full rental amount of over $1500, even though we had already paid in full. So now, we had to pay over $2700 for a Dodge Grand Caravan, which was completely featureless, by the way.

I spent a lot of time on the phone with customer service and sent an email with proof of payment for the prepayment and proof that I was billed a second time for the same rental. The customer service rep couldn't see that I had pre-paid, even though my bank account receipt clearly showed Avis's withdrawal of the funds. They said they would try to resolve the issue within 10-14 days, but I never heard anything back from them.

Finally, I received an email saying that they would refund my prepayment amount of approximately $1200, but they would keep the second charged amount for over $1500. This completely took away the savings of prepaying and increased my rental by about $50 a day! This was completely dishonest and the worst "customer service" experience I've ever had. I will never rent from Avis again and will make sure to tell everyone I know about this terrible experience.

To make matters worse, we had to wait for 45 minutes at the Boise airport at 9:30pm with five young kids because they didn't have a vehicle ready for us. It was a complete nightmare. I would never recommend Avis to anyone.

I had a really bad experience with Avis. I booked a car a week in advance for my trip to San Francisco. But when I arrived at the airport, I was told that the car I reserved was not available. I was given the option to pay for an upgrade or get a refund. I was really upset because I felt like I was being tricked into paying more money. I asked to speak to a supervisor, but was told that no one was available.

I had a tight schedule and couldn't wait for a car to become available, so I had to take an available car. When I returned the car on the 21st, I was told to call the 1800 number because no supervisor was available. I had a flight to catch and couldn't wait, so I left thinking that everything was taken care of.

But then on Thursday, I saw that Avis had charged almost $1k in additional fees to my card. They left voicemails demanding that I return the car on the 24th and 25th. I called customer service on the 24th and explained that I had already returned the car. But the representative didn't believe me and questioned me as if I was lying. I had to call them again on the 26th and was treated very rudely by the first representative. I was put on hold for over 15 minutes before being disconnected with no explanation. When I called back, I was on hold for over a half hour.

Finally, I was told that the car was not properly checked in on the 21st by their people in San Francisco. I asked what they could do for me for all the trouble and was only offered a $30 discount on my next rental. I was really disappointed with their customer service and the way they handled the situation. I will never use Avis again.

My experience with Avis in Dallas last week was absolutely terrible! The preferred board was not lit, so I had to wait in line for 40 minutes, only to be told in a rude manner to go to another counter. The first car I was given, which was supposed to be part of their "100% smoke-free fleet," smelled so strongly of smoke that it was difficult to breathe inside. The second car I was given was of a lower grade and was filthy. To make matters worse, the tire on this car was almost 20 pounds low on air pressure, which I had to stop and put air in myself. The next day, the tire was low again, and when I called Avis' "customer service" number at almost midnight, they told me that Avis would not come out to fill the tire and my only option was to find another place to put air in the tire and take the car to a different airport to exchange it.

The next morning, I had to spend approximately 90 minutes of my day exchanging the car and dealing with another unpleasant Avis employee. After returning the car to my original airport on the 4th day, I was charged an additional $93.02, even though I had the car(s) for nearly 2 hours less than my original reservation time. When I asked for a receipt, I was told I had to walk to another location, where there was nobody present. When I called today to request a refund of the overcharge, I was on hold for 25 minutes, then disconnected. Finally, when I got someone on the phone and explained the issue multiple times, I was told that I would get a $100.72 refund in 5-7 business days before the person tersely ended the call with "thank you for calling Avis" and hung up.

Throughout this entire experience, I did not encounter a single pleasant person. When I posted my experience on their Facebook customer page, it was deleted without any response whatsoever. Two weeks later, I received a bill for $83.39 for the tire they claimed I damaged. They told me that if I had paid for their overpriced insurance, they would have waived the cost. It seems that Avis is servicing their fleet at their customers' cost.

I will never rent from Avis again, and I strongly advise anyone reading this to think twice before renting from them.

The quality of customer service is crucial for any company to succeed. Avis, unfortunately, fell short in this aspect during my recent experience with them. As a first-time user of their service, I rented a car from Jan 16 to Feb 6. When I called to make the reservation, I was not informed of the payment policy, which caused confusion and frustration later on.

I understand that there is a contract to read upon arrival, but what if a customer cannot read? When I asked about this, one of the reps told me that it was not Avis's problem. However, in my 23 years of experience in customer service, providing customers with policies and procedures is a standard practice. It is essential to communicate these policies to avoid any misunderstandings or issues later on.

To make matters worse, when I received my receipt, I did not see a total due, which led me to believe that I had paid for each week of the rental. However, when I went to pay my mortgage, I was declined because Avis had taken out $651.88 at once. This was a shock and embarrassment for me, as I have never had any issues with payments in my 23 years of having a bank account.

Enterprise, Avis's competitor, always goes over the payment policy with each customer, which is why they will always outweigh Avis in terms of customer service. Avis needs to retrain each employee to ensure that they communicate policies and procedures clearly to their customers. It is unacceptable to talk to customers as if they are dumb, and poor customer service should not be tolerated.

In conclusion, Avis needs to improve its customer service to ensure that customers have a positive experience. Communication is key, and policies and procedures should be communicated clearly to avoid any misunderstandings or issues. I hope that Avis takes this feedback seriously and makes the necessary changes to improve their service.

I recently rented a car from AVIS and drove for 2 hours to Wilkes-Barre, PA. Unfortunately, I got a flat tire and when I looked for a spare, it was missing. This was quite concerning as it should have been checked by AVIS prior to rentals as a safety precaution. I contacted AVIS's 1800 number but it took me 7 calls to get through as the line was always busy. Finally, I was able to speak to someone and they sent a ticket from AVIS to roadside service for a 2-way tow. However, the replacement vehicle was in Newark, NJ which was 196 miles away. The 2-way tow would take 4 to 6 hours and would start at 8:30 pm, so I was expected to receive the replacement car at 12:30 - 2:30 am.

I called Roadside at 10 pm to get an update but was put on hold for 40 minutes before someone answered. They informed me that they had not started on my ticket and it would now take 5 to 7 hours from 10:45 pm. This was not going to work for me as I had a flight the next morning which was 2 hours away. To make matters worse, I was in an abandoned parking lot with moderate to high crime. I asked if we could change the tow from 2-way to a 1-way tow and take a Lyft to Philadelphia to make my flight. The AVIS representative (Corey) told me to take my keys with me so the car doesn't get stolen and that I could drop them off at any AVIS in the 48 states. I then took a ride to Philadelphia for $200 and arrived at the hotel at 2 am.

To my surprise, I received a text stating that a tow truck would be arriving around 300 minutes (5 hours...). This meant that I would have missed my flight. The next day, I landed in Atlanta (layover on my way to Albuquerque) and got a call from the towing company saying they were at the car but needed the keys. I told them that that wasn't going to happen and they hung up.

I called AVIS on Friday (3 days after the flat tire) and asked if the car was picked up and they said no. I asked to talk to a manager and they said they would call me in 48 hours... (AVIS is nothing but unhelpful and slow). They did not call me at all so I called them the following Friday and got a hold of a manager (Jack... by the way just as useless) and he said he couldn't do anything for me until the contract was closed, which would take 3 to 5 days. I will have to call next Friday to follow up and AVIS refuses to call me back after the contract is closed but it is now my responsibility to keep calling till it gets closed.

Overall, my experience with AVIS was not great. The lack of a spare tire and the long wait for a replacement car was frustrating. The fact that I had to pay $200 for a Lyft to make my flight was also disappointing. The customer service was slow and unhelpful, and I had to keep calling them to get updates. I hope AVIS can improve their services in the future.

I gotta say, I've rented a lot of cars in my time, but Avis has got to be the worst when it comes to customer service. Don't get me wrong, the guy running the office was nice enough, but the whole operation was just a mess. The first car he tried to give me had a check engine light on, so I had to settle for one that smelled like an ash tray and was filthy on the outside. I mean, come on, at least warn me about the smell! And to top it off, there was a giant crack in the windshield that I didn't even notice until hours later. I tried calling the office, but no one answered, so I had to deal with customer service and some department that was supposed to help with damage paperwork. It was a nightmare.

Oh, and did I mention that the car kept telling me its oil change was past due every time I started it? Yeah, that was fun.

But it doesn't end there. When I tried to extend my rental for a few more days, I didn't have my contract with me, so I asked if the guy on the phone could look it up using my phone number or email or something. He said he could do it with the car number, so I assumed he meant the license plate. Nope, turns out it's the number on the keychain, which there are several of. And when I asked for an emailed receipt of the transaction, the guy said he couldn't send me anything but could repeat it for me. Like, what kind of customer service is that?

Honestly, I don't think I'll ever use Avis again. Hertz may be a bit further away, but at least they have decent prices, pick you up, and have never given me a car with issues or treated me so rudely.

My name is sharon jackson i rental a car on may 26,2023&returned the car june 1,2023 i was charged $1,019.93 on my debt visa card when i received e receipt from avis it showed 744.12.I talked 2 agent at mlu airport they show 725.98 my problem i havenot receivd my refund it has been over 10 business days&i am getting the run around.I checked with my bank several times.The 1,019.93 shows on my account no refund.I donot have this problem with enterprise rental.Im trying 2 b nice&fair.Any refund 275.81 or 293.95 is ok but $1,019.93 2 rent a car less than a week is unacceptable

We rented a car (a Toyota Rav4) from Avis Memorial Day weekend. When I picked the car up and started driving, I immediately noticed a noise coming from the back of the car. I called the Collinsville, IL location (where I had rented the car from) and he told me he didn't have another car for me. However, we could stop at ANY Avis along the way and get another car.

We called FIVE different Avis locations on our route (some airport locations because we thought they would have more cars) and NOT A SINGLE ONE OF THEM WOULD HELP US.

My boyfriend is very savvy when it comes to cars and we figured out that the rear passenger wheel bearing was going out. The car had previously been wrecked and not repaired properly, so the amount of wind noise inside the car (with the windows up) you could literally almost not hear each other speak. Also all of the windshield wipers were damaged and needed to be replaced, so we are thankful that it didn't rain.

With no hope of getting a rental car replacement, we dealt with it throughout our vacation.

When we got back and I returned the car I told the gentleman about the issues with the car and all he could do was apologize and tell me that he would let his manager know.

I paid over $500 for this rental car and Avis customer service was only prepared to offer me a $100 refund. I absolutely refused that refund and demanded more money. We eventually came to an agreement of half of my refund, which would come to me in 3-5 business days.

Today is the 5th business day and still no refund

They also made an unauthorized charge to my boyfriends credit card for almost $70.00 that they are refusing to pay back.

We will NEVER rent from Avis again. We both work in customer service and this is the absolute worst that we have ever been treated when it comes to renting a car.

Save yourself the hassle. Go with Enterprise.

Upon having an appointment to pick up a Toyota Corolla through Avis Uber I get down there and they had given away to Toyota Corolla so in turn they sent me home with a Chevy bolt electric car I was to exchange it at the end of 7 days. But before the 7 days were up on June 1st when my appointment was and when I picked it up driving back home if I took the car over 40 miles an hour it would lock the brakes and just skid if I had to stop that happens five times I immediately called roadside assistance they said that they would send a tow truck and file a claim that never happened Saturday morning I'm still waiting for the tow truck to come now 8:30 in the morning I called them again they said they sent somebody 5:30 p.m. on June 2nd is when the car was actually picked up and towed to their servicing location by the airport in the meantime they are refusing to refund my money they wanted me to an exchange the car sending me to four different Avis locations and each time promising me that everything would be okay to go over there and it wasn't every time these Avis people told me that they cannot do Uber cars So wasting a lot of money on Uber itself to get to and from these Avis locations and the fact that they have my money tied up in pending status and I can't do anything with it and they have the car on top of that they say that they're not going to cancel out anything until the car is back on the rentals lot currently it is in the servicing Bay and they want me to pay for the time that it's in there I am not I want a full refund plus compensated for my income that I had lost in my time and my energy

Gina Butler - MVA Number [protected]

We arrived in Flint to pick up our car. Which was a Black Corolla. We went to the car and the cat hair, smell and stains were awful. We went back into the airport to the counter and showed pictures and told the clerk there, That the car smelled so bad we could not take it. She was kind and proceeded to tell us she would give us another car. We got a Malibu and while this one had French fries and Cheetos in the back on the floor, the smell was ok enough for us to take it. We were not told that we would be charged for an upgrade for taking the next car. My daughter was denied her deposit and then an additional $183.00. I am shocked that a company with your integrity would do something like that. I am extremely disappointed. I will say that this was done by a young lady at the budget counter who said she could help us.

Jackson, Mississippi Airport- Thursday April 27, 2023 9pm through May 1, 2023

Second time in past 3 months dealt with horrible, Rude, lazy customer service from the same young lady! Why even have Preferred Service if you aren’t going to honor it. NEVER AGAIN will I rent from Avis in Jackson, MS! The return process is just as bad and now 2 days later still waiting on my receipt since they don’t even show me renting the car. Tried to complaint on line but of course the Customer link is down, yet if you want to buy a car, that link works just fine! I’ve been in the hospitality industry for more than 10 years and would not have tolerated this behavior from any employee. This rental deserves a big ZERO due to the lack of professionalism and customer service.

I’ve been with Avis for more than 20 years, but questioning their commitment to be a service-oriented company!

D. Robert Staley

They took my reservation as an Uber driver TEO DAYS IN A TOW at the aUpland California location. Uber has spent $120 on vouchers for rides to this location that I reservered WITHIN THE UBER APP. The location states on the building “RENTALS FOR UBER DRIVERS ONLY.” I need immediate service please. None of these people speak English and ALL of them, from the call centers, intercept local office calls. Avis is the most unprofessional business operation I have EVER experienced and I’m 54 years old.

My flight was delayed over 4 hours and when I arrived to the Avis Preferred kiosk, no one was available. When I called customer service, the agent was condescending, smug, and provided no assistance to me. I am a disabled retired U.S. military veteran and I was in agonizing pain and the actions of the customer service representative further hurt me. All I’m asking for is for the money I prepaid to AVis be refunded to me. Thank you.

I booked a rental car from 16th Apr'23 but Avis member called in on 16th Apr morning and informed that no car is available.

Hence, i told him to cancel the booking and i will arrange the car from somewhere else.

How can booking be taken if car is not even available.

He confirmed me that he will cancel the booking from back end and no charges will be debited from my account.

I texted the conversation happened (screenshot attached below)

However, yesterday (18th Apr) $50 were deducted from my card account

After numerous calls to the Avis rentals from the booking contact details - [protected] and conversations with OJ at Avis rentals at New Plymouth airport. (since the Avis call centre is impossible to deal with) Then the numerous emails with Booking.com, (see below) which seems to me to be computer generated and a 'No care factor', I have had enough.

I booked a rental car through Booking.com on the 24/03/23 and I thought I was booking directly with Avis. I booked from Wednesday 29 March 23 until 13 April 23. Booking number [protected]
I tried to change the booking on the phone with Avis on 24/03/23 but after over an hour on the phone to May, I said forget it!

My flight was an hour later than scheduled so I phoned Avis car rentals and advised them and they said there would be someone at the Airport until 9pm, I arrived well before this time and no one was at the Avis rental counter, there were other people also left stranded. the phone number on the Avis rental counter, rang a phone behind the desk. I was unable to pick up the rental car which I had paid $1,273.95 (for the car and insurance required)

I phoned Avis rentals the next morning to cancel the booking and they advised I needed to contact booking.com, which I did and have since responded to over 11 emails from booking.com. I requested a full refund but booking.com (as per emails below) advised they could only refund the $273 for the insurance as I cancelled after pick up. I explained numerous times that I was unable to pick up the rental car as no one was at the Avis counter.

Over 11 emails later (Please read all emails below) and several calls and a visit to the New Plymouth airport, no one will refund my money for a rental car that I was not provided.

I came to NZ to visit my elderly mother and this has caused me undue stress and is unacceptable.

I would like Avis to take responsibility and refund my money in full as I was not provided with a rental car even after confirming someone would be at the airport for pick up

Regards

Dianne Lazzaro
[protected]
From: customer. [protected]@cars. booking.com

Sent: Friday, 14 April 2023 7:48 PM

To: DIANNE LAZZARO

Cc: New Plymouth Airport

Subject: Re: [EXTERNAL] - Dianne LAZZARO Car rental with booking.com RC: 0Bi4Vh, TKT: EzB5ah] [RC: hLoIoD, TKT: 8GkfhU]

Dear Dianne,

Thank you for contacting Rentalcars.com, my name is Matthew and I am leased to help you with

your question.

However, following data protection regulations, please note that we can only communicate with the

main driver about any information regarding the booking even if you have made the booking for

him/her.

Please ask the main driver to contact us directly and to confirm the following information:

- Booking number or email address used for the booking — - His or her full name

- Confirmation that he/she is the main driver

- Pick-up location

- Duration of the rental

Once we receive these details, we will make sure to answer your request.

ADDITIONAL INFO

I hope this information will help and rest assured that we will be happy to answer any other

questions you may have.

Our customer support team is ready to help you 24/7. You can find our contact details as well as a

list of frequently asked questions on our website

:

https://www.rentalcars.com/en/contact/

Thank you again for your email.

Kind regards,

YOURNAME





Booking.com Car Hire Team

www.booking.com/cars

From: DIANNE LAZZARO

Date: Friday, 14 April 2023 at 17:39:41

To: customer. [protected]@cars. booking.com

Cc: New Plymouth Airport

Subject: Re: [EXTERNAL] - Dianne LAZZARO Car rental with booking.com RC: 0Bi4Vh, TKT: EzB5ah] [RC: hLoIoD, TKT: 8GkfhU]

Hi Justin

Apparently you do not understand! If you read my emails below you would see this is an absolute joke and I have not been provided what I paid for so you have stolen my money and ruin my visit with my elderly mother!

Please provide me with the contact details of someone in charge, a manager, who can refund my money!

It wasn’t past pick up as I was unable to pick up the rental car!

Do you think it ok to take my money, over $1,273 and not provide the car as agreed?!’

None of the 20 or so emails from bookings.com has helped me at all.

You have taken my money and not given me what I paid for

Please escalate this to your manager and refund the money you have stolen from me!

Dianne LAZZARO

[protected]

Sent from my iPhone

On 14 Apr 2023, at 5:50 pm, customer. [protected]@cars. booking.com wrote:



Dear Dianne, 



Thank you for contacting Rentalcars.com, my name is Justin and I am happy to help you with your question.



I do understand that however in this case, we don't have an option to process a full refund. Since it was past pick up, we can't also offer you the exception. 



I hope this information helps and rest assured that we will be happy to answer any other questions you may have. Our customer support team is ready to help you 24/7. 



You can find our contact details as well as a list of frequently asked questions on our website: 



https://www.rentalcars.com/en/contact/



Please note that you will shortly receive a separate email to evaluate my service. The star rating is about the information I provided, not about your overall Rentalcars experience. If you’re able to complete it, I would very much appreciate your feedback.



Thank you again for your email.



Kind regards, 

Justin 



Booking.com Car Hire Team

www.booking.com/cars

From: DIANNE LAZZARO

Date: Friday, 14 April 2023 at 13:34:19

To: customer. [protected]@cars. booking.com

Cc: New Plymouth Airport

Subject: [EXTERNAL] - Dianne LAZZARO can Car rental with booking.com RC: 0Bi4Vh, TKT: EzB5ah] [RC: hLoIoD, TKT: XNFtvt]

Hi Mark

OJ is the only person had made an effort to assist me in this matter

I booked the car and added my flight details, my flight was due in at 7.10pm.

When I realised the time was 10am on booking, I tried to change it but couldn’t do it on the website as it came up with, no car available etc when I tried to change it.

I phoned the number on the booking which was Avis car rentals call centre and tried to update this, but after an hour on the phone, I said just leave it as they had my flight number and when I was due to arrive.

when I arrived in Auckland, I couldn’t get the connecting flight, so Air NZ put me on the next flight, I rang Avis again, the phone number on the booking and explained I was arriving at 8.10pm instead of 7.10pm, they assured me that someone would be at the New Plymouth airport to pick up the car until 9pm.

When I arrived in New Plymouth, there was no one at the Avis rental counter and when calling the phone number on the desk, a phone rang behind the counter.

I was unable to pick up the car as there was no one at the Avis desk.

I was tired from traveling and got a lift to my elderly mother s house, who I came to visit.

The next morning I phoned Avis rental cars and said I wanted to cancel the booking as no one was there to pick up the car.

Avis told me I had to contact Booking.com, so I emailed them as there was no local phone to call.

No one at booking.com has helped me and I just keep getting emails l, saying sorry but we can’t help!

I booked a rental car and couldn’t pick it up so I did not get what I paid for!

In the past 2+ weeks I have been in contact with Avis who said they can’t give me a refund as booking.com has my money and booking.com said I cancelled after pick up!

I COULD NOT PICK UP the car as there was no one at the Avis desk.

I have had my holiday with my mother ruin as I have been so stressed about this everyday!

Please refund my money as I was not provided what I paid for!

This is not good enough and if not refunded I will be contacting as many online social media influences to ensure as many people as possible know not to use booking.com and Avis rentals!

I am so disappointed that my time with my mother had been taken up with constant emails and phone calls and it may not be much money to your company but I can’t afford to lose over $1,273!

Dianne LAZZARO

[protected]

Sent from my iPhone

On 14 Apr 2023, at 3:22 pm, customer. [protected]@cars. booking.com wrote:

Dear Dianne,

I hope you are well.

This is Mark from Booking.com

We receive a call from Oj of Avis/Budget car hire company. Oj want to update your booking for refund as you unable to collect the car. We confirmed to Oj that you arrive at the location in the evening. I understand that you want refund on your booking however it's not possible anymore. First, the pick up time of your booking is 10 am. As per the Terms and condition of your rental, you really need to pick up the car at the right time or the car may no longer available and refund will not be possible. In case of delay, reservations will be held for 59 minutes from the specified reservation time, after which they will be classed as a no-show. Second, the booking is already past pick up on our end and it's been a few days after the rental. I'm sorry however, this is already a full loss.

Please see the image below for reference.

Thank you.

Kind Regards,

Mark



Booking.com Car Hire Team

www.booking.com/cars

Sent from my iPhone

Begin forwarded message:

From: DIANNE LAZZARO

Date: 14 April 2023 at 12:48:42 pm NZST

To: New Plymouth Airport

Subject: Re: [EXTERNAL] - Re: refund as no car provided Booking.com|[protected]|Customer Query [RC: uT2dhK, TKT: D4dfcE]

 Hi

I spoke to OJ from Avis rental cars on the phone yesterday, she said she spoke to Booking.com, she didn’t get his name, but she said he read my emails and was going to contact me yesterday in regards to a refund.

OJ said If I didn’t hear from him yesterday to call her back

I haven’t heard anything and I have tried to call OJ but I am getting her voice mail.

Please assist as Avis did not provide me with a rental car and bookings.com won’t give me a refund as they said I cancelled after pick up!

I couldn’t pick up the car as no one was at the Avis counter even after phoning and confirming an hour prior.

Please ensure Avis contact booking.com and organise a refund of the money I paid, over $1,273!

Thanks

Dianne LAZZARO

[protected]

Sent from my iPhone

On 13 Apr 2023, at 11:23 am, DIANNE LAZZARO wrote:



Thanks for your email but as explained to OJ this morning at the New Plymouth airport, booking.com will not refund my money paid, over $1,273, as they said I did not cancel prior to pick up.

I phoned Avis the night of pick up, they assured me someone would be at the airport until 9pm to pick up the car.

No one was at the airport and when I called the phone number on the desk, it rang a phone behind the Avis counter.

Avis did not provide with a rental car, so please contact bookings.com as OJ advised you would and sort this out.

I need the money I paid refunded as I wasn’t provided with a rental car

Avis did not provide me with a car and I am very stressed as Booking.com won’t give me a refund and Avis didn’t provide the car that I paid for!

Please sort this out with booking.com as this is not good enough being told by both Avis and Booking.com that they cannot refund my money

Please read the emails below and please ensure my money refunded as soon as possible.

Thanks

Dianne LAZZARO

[protected]

Sent from my iPhone

On 13 Apr 2023, at 9:40 am, New Plymouth Airport wrote:



Morning Dianne,

Thanks for your email. Unfortunately, as this has been booked through a third party, we will not be able to assist with this query. You will have to go through them to get a refund.

My apologies.

Thanks

Briar

Avis/Budget New Plymouth

Airport Drive, New Plymouth, 4312

Phone: [protected]

Email: [protected]@abg.com

cid:image002. [protected]@01D4CF89.2EEEFB30

From: DIANNE LAZZARO

Sent: 12 April 2023 21:18

To: New Plymouth Airport

Subject: Fwd: [EXTERNAL] - Re: refund as no car provided Booking.com|[protected]|Customer Query [RC: uT2dhK, TKT: D4dfcE]

Sent from my iPhone

Begin forwarded message:

From: customer. [protected]@cars. booking.com

Date: 8 April 2023 at 9:50:57 am NZST

To: DIANNE LAZZARO

Subject: Re: [EXTERNAL] - Re: refund as no car provided Booking.com|[protected]|Customer Query [RC: uT2dhK, TKT: D4dfcE]



Dear Dianne

Thank you for contacting us. My name is Editha and I am happy to help you with your question I am sorry you are having this problem. let' s see if there is anything I can do to help the situation regarding for this reservation need to submit the case due to claim team will going to handle and investigate you will receive outcome once submitted already and done investigating

You can submit a case on our website and our claim department will be able to investigate this for you and provide you an answer.

Please note that the option will only be available once the agreed drop off, shown on your booking, is past]

In order to open a claim please follow these simple steps:

Head to our contact us page by following link:

https://www.rentalcars.com

Click on the "Customer service" option located in the middle of the page

Follow the ins

Our customer support team is ready to help you 24/7.

Thank you again for your email.

Just to share with you, you will be receiving a short evaluation about the service I provided. Your feedback will be very much appreciated. Thank you and take care.

Kind regards,

Editha





Booking.com Car Hire Team

www.booking.com/cars

From: DIANNE LAZZARO

Date: Saturday, 8 April 2023 at 05:36:10

To: customer. [protected]@cars. booking.com

Subject: Re: [EXTERNAL] - Re: refund as no car provided Booking.com|[protected]|Customer Query [RC: uT2dhK, TKT: D4dfcE]

I keep getting emails saying you will help but no one is helping me!

Please refund my money as I was not provided a rental car

I am on holiday visiting my elderly mother and this is causing me a lot of stress when this could be resolved by refunding my money for a car that I did not receive

You have all my information so please lodge a case on my behalf and whatever you need to do to refund my money as soon as possible as the money was paid on booking upfront!

It has been over a week and many emails stating you will help and this is not helping

Please refund my money as this is not helping me

Please see countless emails below.

Dianne

Sent from my iPhone

On 8 Apr 2023, at 9:24 am, customer. [protected]@cars. booking.com wrote:

Dear Dianne,

Thank you for contacting Booking.com, my name is Michelle and I am happy to help you with your question.

I appreciate your patience in this matter Dianne. I know this is very inconvenient and I understand that. However we need to follow the process.



However, upon checking your reservation you can file a customer relation case after the drop off date on your reservation. We will get your issue resolved positively once you already submit a case on our website.

I hope this information helps and rest assured that we will be happy to answer any other questions you may have. Our customer support team is ready to help you 24/7. 

You can find our contact details as well as a list of frequently asked questions on our website: 

https://www.rentalcars.com/en/contact/

Please note that you will shortly receive a separate email to evaluate my service. The star rating is about the information I provided, not about your overall Rentalcars experience. If you’re able to complete it, I would very much appreciate your feedback.

Thank you again for your email.

Kind regards, 

Michelle



Booking.com Car Hire Team

www.booking.com/cars

From: DIANNE LAZZARO

Date: Saturday, 8 April 2023 at 05:13:51

To: customer. [protected]@cars. booking.com

Subject: Re: [EXTERNAL] - Re: refund as no car provided Booking.com|[protected]|Customer Query [RC: uT2dhK, TKT: pl1dFO]

I am visiting my elderly mother and don’t have access to a computer etc and only using my phone.

Please refund the money as Avis car rentals said they did not receive any money from you and can’t provide a refund.

I did notify you before picking up the car as there was no one there to pick up the car so I couldn’t pick up the car

I paid for a rental car and was not provided what I paid for, so please refund my money

There is no point in sending me emails saying sorry for the inconvenience, please refund my money as I was not provided a rental car as agreed!

Thanks

Dianne LAZZARO

[protected]

Sent from my iPhone

On 2 Apr 2023, at 4:26 pm, customer. [protected]@cars. booking.com wrote:

Dear Dianne,

Thank you for contacting Booking.com. I'm Marc and I'm glad to be of assistance to you today!

I'm really sorry for the inconvenience this booking has brought you. I understand that it is unfair on your part to not be able to use the car for this booking and not be assisted by the Car Rental Company even though they promised they would do so. I understand your frustration on this one. Rest assured that I'll be here to assist you with your booking.

For this one, we can't confirm the situation with the car rental company so we can't have the option of providing you a full refund for this. What I can advise you to do is to file a Customer Relations Case with us. I can send you the instructions:

Access your booking with your email address and booking reference using the following link: 



https://www.rentalcars.com/en/mybooking/ 



Then click on the "Customer Service" located on the right of the page and simply follow the instructions on the screen. 



Depending on the type of request, it might be useful that you attach the rental agreement, the final invoice provided by the car hire company or any useful document such as a bank statement for instance. 



Once your case is submitted, our claim team will get back to you with more information. 



If you need help submitting your case online, please call us. Our customer support team is ready to help you 24/7. You can find our contact details on our website at the following address: 



https://www.rentalcars.com/en/contact/ 

Please note that you will shortly receive a separate email to evaluate my service. The star rating is about the information I provided, not about your overall Booking.com experience. If you’re able to complete it, I would very much appreciate your feedback.

I hope this information will help and rest assured that we will be happy to answer any other questions you may have.

Thank you again for your email.

Kind regards,

Marc



Booking.com Car Hire Team

www.booking.com/cars

From: DIANNE LAZZARO

Date: Sunday, 2 April 2023 at 12:14:51

To: customer. [protected]@cars. booking.com

Subject: [EXTERNAL] - Re: refund as no car provided Booking.com|[protected]|Customer Query [RC: uT2dhK, TKT: q6qd5q]

Please respond and advise when my money ($1,237) will be refunded to me.

Dianne LAZZARO

[protected]

Sent from my iPhone

On 31 Mar 2023, at 1:03 pm, DIANNE LAZZARO wrote:

As I have said, I could not pick up the rental car as there was no one at the desk at Avis rentals even after calling and confirming with Avis.

I have notified you before pick as I was unable to pick up the car.

I have spoken to Avis several times and they said they cannot help me and provide a refund as they have no received any money from bookings.com

Please refund the money I paid in full as I was not provided with a rental car that I paid for

I am very disappointed and unhappy with the response I have received and will certainly will share with all my social media contacts and let them know what has happened if this is not rectified and money refunded in full as I did not receive what I paid for!

Dianne LAZZARO

[protected]

Sent from my iPhone

On 30 Mar 2023, at 9:08 pm, customer. [protected]@cars. booking.com wrote:

Dear Dianne, 



Thank you for contacting Booking.com, my name is Ella and I am happy to help you with your query. I do understand your situation and it's sad knowing that you've experienced that kind of situation. This is not the experience we want for you. I understand where you are coming from because if that happens to me, I would feel the same way as you do

 

We are really sorry, but in this time we cannot guarantee any refund as per th other agents have said, only the insurance will be refunded on you amounting to AUD 273.37.

 

I hope this information helps and rest assured that we will be happy to answer any other questions you may have. Our customer support team is ready to help you 24/7. 

 

You can find our contact details as well as a list of frequently asked questions on our website: 

 

https://secure.booking.com/help



Please note that you will shortly receive a separate email to evaluate my service. The star rating is about the information I provided, not about your overall Booking experience. If you’re able to complete it, I would really appreciate if you will give me a positive feedback. 

  

I hope all is well with you, thank you again for your email. 

 

Kind regards, 

Ella M. 





Booking.com Car Hire Team

www.booking.com/cars

From: DIANNE LAZZARO

Date: Thursday, 30 March 2023 at 15:56:08

To: [protected]@rentalcars.com

Subject: [EXTERNAL] - Re: Rentalcars.com|[protected]|Provided information| [RC: uT2dhK, TKT: 3XGVzR]

I have not been helped, as I have not received a full refund for a rental car that was not provided

I could not pick up the car that I paid for as there was no one at New Plymouth airport and no one to contact

That is why it is past pick up as I could not pick up the car!

Sent from my iPhone

On 30 Mar 2023, at 5:23 pm, [protected]@rentalcars.com wrote:

Dear Ms. Dianne Lazzaro,

Thank you for contacting Rentalcars.com. This is Joy, and I am glad to assist you today.

First and foremost, I do apologise for the inconvenience. Regarding to your concern, as much as we really want to cancel your reservation with a full refund it is not possible anymore as the reservation on our end is on going process (past pick up). We can cancel your reservation, however the only refund will be the insurance refund amounting to AUD 273.37.

I hope I have assisted you in a positive way. If you have further questions, our customer support team is open 24/7 or you can contact us directly at +[protected] (US: +[protected]). You may also contact us through live chat with this link: https://www.rentalcars.com/Help. do

Please do know that I am really glad that I was able to help you. It is indeed my pleasure. And if you could in turn give me a rate and feedback on the survey email that you will receive, I would deeply appreciate it.

Thank you and keep safe always.

Best regards,

Joy

Reservations Department



The World's Number 1 Online Car Rental Service

https://www.rentalcars.com/

From: DIANNE LAZZARO

Date: Thursday, 30 March 2023 at 12:12:30

To: [protected]@rentalcars.com

Subject: Re: [EXTERNAL] - Re: Before you pick your car up... [RC: uT2dhK, TKT: DeCfoy]

Hi Glen

Thanks for your response

Do you have a phone number in New Zealand that I can call?

Would you please cancel the booking and refund in full all money paid as I did not get a rental car as I was not able to pick it up as there was no one from Avis rentals at the New Plymouth airport even after contacting Avis and then assuring me that someone would be there for the pick up of the rental car

Please call me to discuss or refund the full amount on my credit card where the payment was taken

I was not provided what I have paid for

Please refund my money

Thanks

Dianne LAZZARO

[protected]

Sent from my iPhone

On 30 Mar 2023, at 2:20 pm, [protected]@rentalcars.com wrote:

Dear Dianne,

Thank you for contacting Rentalcars.com. My name is Glen and I am happy to help you with your question.

Hi! Dianne, I understand that you want to cancel your reservation, the best option that I can offer you now is to contact us and we will assist you with your reservation.

You can find our contact details below :

+[protected]

+[protected]

+[protected]

I appreciate that this may be a bit inconvenient, but we always do everything we can to protect our customers, which is why our data protection rules are so strict.

If you prefer you can call us and we will assist you with your reservation. You can find our contact details as well as a list of frequently asked questions on our website:

https://www.rentalcars.com

Our customer support team is ready to help you 24/7.

I wanted to inform you that you will receive a link survey. If you're happy with my support, any feedback is highly appreciated. It will be very important for my job and I would really appreciate your opinion about my service.

Thank you again for your email.

Kind regards,

Glen

Reservations Department



The World's Number 1 Online Car Rental Service

https://www.rentalcars.com/

From: DIANNE LAZZARO

Date: Wednesday, 29 March 2023 at 17:16:22

To: [protected]@rentalcars.com

Subject: Re: [EXTERNAL] - Re: Before you pick your car up... [RC: uT2dhK, TKT: 9jB3UV]

Hi O’Neil

Thanks for your email.

I was not provided the service/car rental as booked and I spoke to Avis car rentals and they can’t help me.

Would you please cancel the booking and provide a full refund to the same credit card that the payment was made on.

Thanks

Dianne

Sent from my iPhone

On 30 Mar 2023, at 12:59 pm, [protected]@rentalcars.com wrote:

Dear Dianne,



Thank you for reaching with us im O'Nell, I apologise to hear that and I understand how you feel Dianne.

Regarding on your query you are late on the time to your pickup location, you can ask and call Avis (RTA) again regarding this issue.

The car hire company give you exception even the pick up time is 10am, they should be the one will answering why there is no car or someone on the location.



If you have more question or to process this I advise to call us trough phone or open live chat with us.



If you prefer you can call us or open a live chat on our website, and we will assist you with your reservation. You can find our contact details as well as a list of frequently asked questions on our website:

https://www.rentalcars.com/en/contact/



Our customer support team is ready to help you 24/7. Phone +[protected], International phone number +[protected]



Please note that you will shortly receive a separate email to evaluate my service. The star rating is about the information I provided, not about your overall Rentalcars experience. If you’re able to complete it, I would very much appreciate your feedback.



Thank you again for your email.



Kind regards,

O'Nell Ryan



Reservations Department



The World's Number 1 Online Car Rental Service

https://www.rentalcars.com/

From: DIANNE LAZZARO

Date: Thursday, 30 March 2023 at 07:46:35

To: [protected]@booking.com

Subject: [EXTERNAL] - Re: Before you pick your car up... [RC: uT2dhK, TKT: VPM4HK]

Hi

I was meant to pick up a car from New Plymouth airport last night, at 7.10pm and we were not arriving until an hour later so I phoned the only contact number on the booking and they said someone would be there until 9pm.

When I arrived at New Plymouth airport, there was no one at the Avis counter and the phone number on the counter, rang a phone behind the counter?

There was no one to contact and No car.

I wish to cancel the booking and very disappointed at the service.

I phoned to cancel and the person at Avis that I spoke too said I had to cancel through Bookings.com

Sent from my iPhone

On 27 Mar 2023, at 11:23 pm, Booking.com wrote:

Before you pick your car up...

Logo

Get ready for your trip in New Plymouth!

Booking number: [protected]

Here’s everything you’ll need for a smooth pick-up. Hope you have a great trip.

Toyota Corolla or similar

Mar 29, 2023 - 10:00

New Plymouth

Apr 13, 2023 - 10:00

New Plymouth

Car rental company: Avis

View and manage booking

What you need at pick-up

Required by Avis

This is vital: If you don’t have everything you need, the counter staff will not be able to give you the car.

View ‘What you need at pick-up'

Rental voucher

You’ll need this at pick-up, so save it on your device, or print it out.

Download rental voucher

Getting to the rental counter

Address

Airport Drive, New Plymouth, New Zealand, 4373

Get directions

Call Avis

[protected]

Need some help?

Help Centre

Useful answers to common questions

Find an answer

Live chat

The fastest way to get in touch with an expert.

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Booking.com Transport Limited registered in England and Wales (Number: [protected]) whose registered address is at 100 New Bridge Street, London, EC4V 6JA. VAT number: GB [protected].

Booking.com Transport Limited (FCA Firm Reference No 777648) is an Appointed Representative of Cover Genius Limited, which is authorised and registered by the Financial Conduct Authority, Firm Reference No 750711. Traveljigsaw Insurance Limited is incorporated in Malta and is authorised by the Malta Financial Services Authority to carry on the business of insurance in terms of the Insurance Business Act 1998. Company Registration Number: C82173 Registered Office, Development House, St Anne Street, Floriana, FRN 9010, Malta.



On February 19th I rented a car for my husband who had to travel to Ohio for a funeral. I paid for the car when booking through PayPal.

On February 13th, I have 2 charges to my credit card, 1 posted March 5th the other March 7th. Both charges were $6,268.07 each. The credit card company says since I did business with Avis, I am responsible for these charges. Avis says I need to contact the credit card company. I am getting the total run around from Avis where they keep asking for the same information, I provided them with. I am completely stuck at the moment with no one to help me see this through. Help!

Rented a car to travel 4 hours on business to train 18 staff as my car was in the shop being fixed. It is winter in New Brunswick and when I left from Moncton the roads were clear. The next day after the training 5 cm of snow had fallen. I got into the car and drove about 2miles until I came to a slight hill, which led to the highway. The car would NOT go. The tires spun and spun and spun NOTHING. One car stopped to help another car stopped to help. Both men said "the car has either summer tires on OR all season that are bald." I managed to get the car to turn around as the two men stopped traffic for me and go the hotel about a block away. I was able to get the last room at $291 with taxes for the night.

I immediately called the representative at Avis from the hotel room and his response to me was this, very rudely I might add... He said "First you need to ask for winter tires " and then he proceeded to tell me that he does not control the weather and what do I want him to do about the tires? He said "I can't come and put a set of tires on the car so how about you tell me what you want me to do?" I stated to him that maybe he could arrange for another car to be dropped off to me so I can get home without getting into a car accident. He stated the nearest Avis was in Main USA or Fredericton which is two hours away and I can certainly arrange myself and pay for them to come to me and then he said is that all? And hung up

I am stranded 4 hours away from home in one of your cars that will not drive on a couple cm of snow. I was not asked if I wanted snow tires the day I rented the car (it is New Brunswick I did not think I had to ask for snow tires!) If I had been asked I most certainly would have said "YES" I am in Grand Falls NOONE (unless you are crazy) drives here without snow tires!

The representative was incentive and uncaring from Moncton. He was literally one of the rudest people I have ever spoken to.

I did call the Fredericton location shortly after speaking to Moncton and she was empathetic and very kind. She told me if I can get to Fredericton they have a car with snow tires I can rent to get home.

I am out of pocket total with tax $291 for a hotel room and the stress of having to drive a dangerous vehicle.

Never ever will I rent from AVIS again

On March 24, 2023, I returned my car rental to the Avis location in Ottawa and was charged a fuel service charge of $47.61 plus tax) even though I filled the tank with $78.11 worth of gas (receipt attached). When filling the tank, I stopped it when the gas pump clicked. I do admit that when I returned the vehicle, the fuel gauge was just under the F line, but pretty close. It actually looked similar to how I received the vehicle (close the the F line, but not quite), so I am confident that I returned the vehicle as I received it.

If you have any questions call me ([protected]) or email me ([protected]@yahoo.com). Carlo DiLalla