Avis

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

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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

I booked a premium car, and I am from Michigan. After leaving the airport, I went to the rental agency and was informed they had no cars. I asked for a refund and was told it would take 5-7 days to get a refund. So I had to take a truck. I rented the truck, and when I got in it, it smelled of cannabis. I reported this information to the corporate office, who informed me they could only do something about it once I returned the vehicle. I asked if I could trade the vehicle in at another location, and they said I could. I called two locations and was told they had no cars and would only have any on the Monday after the weekend. I am also a mental health therapist and substance use disorder counselor in recovery, so it was a nightmare. I told the Avis Representative that I was not treated as a valued customer and the website was advertising falsely. The representative was upset as she retorted that it was not her fault and I needed to speak with the corporate office, which I did. I still did not receive any remedy.

To Whom this Concerns,

I am expecting a Full refund for the car rental that we got on Friday March 10, 2023. The total cost that was charged on card ending 6513 was $594.24.

I booked online and we picked the vehicle up on Friday March 10, 2023. The vehicles rental agreement number is U633578256 and the old MVA was [protected] Subaru Ascent — the new MVA is [protected] Ford Explorer. We picked up the card at the San Antonio Airport. We left for Albuquerque that afternoon. We noticed that the windshield wipers were not good, the brakes made a very weird sound and the hood seemed to be loose or like it wanted to open. We pulled aside and the hood was closed. We continued on the journey and stayed overnight. We started on our journey to Albuquerque. It was very windy and the hood seemed to be loose and again we were afraid to drive it. Once we got to the hotel in Albuquerque we called Roadside assistance. The guy said since we were scared to drive the vehicle they would get it towed and then we would get a new vehicle. He said it would take a few hours.

The tow company came and got the vehicle at 7:00 pm. We never got a text from Budget/Avis. We called first thing on Sunday and spent THREE hours on the phone. We were hung up on twice, were told we did not have a valid rental contract number, could not find the vehicle etc. Finally the SEVENTH person we spoke to said that they would send an UBER to get us and then take us to the airport to get the exchanged vehicle. We get to the counter and the guy says “Did you get a text or email? I cannot help you exchange the vehicle without it!” I had to call again and spend another 2 hours to get this text and then finally we get a vehicle. On Monday we decided all this frustration was not worth it and we decide to go home. As we are driving near Lubbock we notice the tags on the rental vehicle are expired!

We call Roadside Assistance and they tell us once again we have to exchange the vehicle. However, there are no open Budget/Avis counters and we have to now wait until the next day start the process all over and maybe we will get a car to head home!

Every person I have dealt with was rude except for the supervisor but she still could not do anything! This is possible the worst company ever! I expect a full refund!

I was driving the car in the snow and notice I’m sliding all over the road came close to having a few accidents, once I got to my destination turning in the driveway the car slid into the grass where I spent over an hour trying to get out of the grass end up calling a truck to pull me out which was $135. After examining the car making sure no marks were on there. I looked at the tires and the car tires are bald barely any threads on the tires, so that’s the reason I’m sliding all over the road.

Blk. Lincoln MKZ. Florida plates 58BIVT

I rented a car for oneday on Nov 9 I returned car on Nov 10 just like I was suppose to then on 12/14 my bank account was charged $8436. I have proof I returned car an talk with investigators numerous times in which I have that proof as well. they dragged there feet an waited 33 days to report car stolen instead of 24 hours like website says they completely drained my account for a oneday car rental. if car is still missing like investigator is telling me how they know ending milage on vehicle

Worst customer service possible. The Kansas airport Avis has horrible employees. First of all they never answer their phone so you get forwarded to a corporate answering service and second they don’t even try to investigate a claim you submitted. Instead they close it out and say there is nothing they can do about it. When I went there I thought they were super busy but the people at the counter were just sitting and talking to each other while some were eating and playing on their phone. Not sure about other locations but the Kansas airport location is horrible. The manager also got smart with me and made herself look like the victim. Worse car rental experience ever!

We went to Avis at the international marketplace in Waikiki, Hawaii today January 23, 2023 at app 1230 pm-1pm
The Hawaiian lady that was working there couldn’t be bothered to even talk to us
We were the only ones there
Just blew us off, couldn’t be bothered
Everything was yes or no answers
Wouldn’t elaborate on anything
Lack of people skills, completely rude!
She shouldn’t be working there, totally inappropriate
We wanted to rent a convertible for 4 days
Said we don’t have any, and that was that
Wouldn’t say prices or app when they would be in
Absolutely no information at all about anything
Was Avis/budget

Car rental Oct. 7-10 Trenton Airport, 34 East Piper Ave.

Res. #44169293US0. Oct. 7-10.

Kept vehicle one additional day.

Dropped car at Philadelphia Airport on Oct. 11.

Original 3 day rental w/taxes & fees: $308.37

Oct. 10th called Avis

Avis phone rep. quoted 3 days incl. one-way charge

to Philadelphia Airport: $339.02

Additional day: + 78.29

_____________________________________________

Total: $417.31

Amount Trenton agent charged: $1149.24

Overcharge: $731.93

12/40pm Tried to make a RSVP on the site was told the base rate is 151.98 when you go pay the rate change to 252.78... so i called all the numbers to get the rate as quoted they say they can honor it...smh so other cars was the same after hour calling speaking to people they change the price back online anf added new prices and said it was a mistake and cant do anything about. can beleive they changed it will i was calling and talking to them.

01633328GT4 vehicle was return on time but to wrong rental company I’ve been trying to recover ti return to Avis but Alamo is asking for plates number or vin number to get it back, but Avis is not willing to provide not willing to help me recover the vehicle I’ve been charge already more but no help. Already made so many calls no one can help I stead the disconnect the calls is really frustrating

About an hour ago, I made a reservation with American Airlines and needed a car rental at the Lexington, KY airport. They transferred me to you. I spoke to someone named Cesar I believe. This was the worst example of customer service I have experienced in years. I could not understand him very well and, apparently, he could not understand English very well. He kept asking if I needed a rental car and I said yes. He stated rudely "I am asking if you need a car... I am trying to tell you, I am trying to ask you, you are not listening/answering, etc. in a very rude manner." My husband overheard this and got on the phone and said "yes, yes" we need a rental car. We asked to speak to someone else. He then insulted us stating WE could not speak English. Really? And you expect to retain English speaking customers? Not likely.

I did an online review, will never use your company again and will tell everyone I know about this experience.

I then called Alamo and got right through to a pleasant representative and got our car booked with no problems.

I reserved a Toyota Carrola on December 21, 2022, online through Avis.com. The cost was estimated at $77.08 for one day rental for December 24, 2022, from 9. am to 9 a.m. the following day on December 25, 2022. I showed up at 9 am to the Modesto City County Airport to pick up my rental.

The lady in the front told me that all of the cars were dirty because they did not have a detailer. The manager has not hired a new detailer since they fired the od detailer two weeks ago. The car that was available for me to take was dirty. The customers had just dropped it off and that it was dirty. I told her that I did not pay for a dirty rental and requested a similar car to the Toyota Carrola. She said NO. She told me if I did not want the dirty rental, she had no other cars available. I was upset for the fact that I had reserved this car days prior for a holiday trip which I already put a lot of money into it.

She had attitude and also the two other customers who were in the same situation were upset. She was not nice about it all. I told her if I was able to speak to a manager and she said no. She stated that her manager was in church and could not get disrupted because her phone was off.

I had no other choice but to take the dirty rental. The rental car had sand all over the seats and floor. There were coffee stains on the middle console and on the back left seat. The car smelled like cigarettes and the tank was not filled all the way.

She did not want to go look at the car with me, but I made her because I did not want to be responsible if there were any damages to the car from the prior customer. She did not inspect the inside of the car but only the outside. I did inform her that the car smelled like cigarettes when I checked the inside while she was outside.

She was rude and careless. I checked my bank statement, and I was charged $183.75. I called Avis customer service and they said it was because they stated that the car was not filled all the way to the top. I have receipt of me putting gas into the car before dropping it off. The car was filled up to the top even though it was not filled up when I received it. I have rented cars for a long time, and I know how it works. I am upset that they made false accusations stating that the car was not filled up all the way when it was. I was not going to file a complaint, but this is so unprofessional, and the staff and management are scamming Avis customers.

First, I did not receive a CLEAN car. It was filthy, smelled like cigarettes, coffee stains, not filled up with gas all the way, encountered a rude employee, and now they are accusing me of not having a full tank?

I don't understand how they are getting away with this? I am upset. I would expect a company like AVIS be professional and honorable to their customers.

I am being falsely charged for false accusations. I vacuumed the car in case they forgot that they gave me a dirty car because I want my deposit back. I knew that the lady could not be trusted because they do not care about people and their money. They are scammers lying to get extra dollars. Please advise cooperate about this and also her manager who seems to not know what is going on.

I have received a refund for the gas charges, but I would like to consider a discount since all of my stuff was full of sand and had to drive with a dirty car. Who wants a dirty rental? I washed and vacuumed the car before turning it in on December 25, 2022, and with a full tank.

Thank you.

Was told I had rented an electric car...news to me.Told for an extra $15 per day I could get a gas vehicle (wish I had) showed me an App and assured me that Lancaster had plenty of changing stations. SPENT an entire day looking for one using the App.If it had been a Tesla it wouldn't have been a problem.,this car was not! NO ADAPTERS for charging. Finally by chance I looked up B&Bs found one that advertised Client use,I was not a client.But gave the owner a Ben Franklin, Went there with 30 miles left on the cars electric change. Plugged it in and found that it would not be fully charged until 1am called my sister a hour away and I left the car until the end of the week when I went back to the airport. Avis was less that helpful in resolving a satisfactory outcome. By the way...infrastructure is lacking in Lancaster County.

I booked a premium SUV rental to give us more space for our family to drive on a family vacation. I requested a "roof rack" on the premium SUV in order to place our Thule storage container on top and was told that Avis cannot guarantee a roof rack for a premium SUV. I went ahead and cancelled the premium SUV reservation a month in advance of renting the vehicle and was still charged a $50 cancellation fee. I have been a Preferred Wizard member for almost 13 years with Avis and book them for all of my business trips. Given the inflexibility of Avis to waive the $50 cancellation fee, I can guarantee you that Avis will lose a lot more than $50 as I will use another rental car company for all my future trips.

On 29 October 2022, I had an Ultimate Test Drive at AVIS in Wichita, Kansas. The car was a 2021 Toyota Cambry LE. I checked in with the AVIS representive and provided my Driver's License and VISA Card. He then gave me the key.

I looked the car over and found it was beat-up and had considerable damage. I opted to NOT drive the car as I was not going to buy it. I had a friend come look at it and she agreed it was damaged and not worth the asking price.

I returned the key to the AVIS representative within the hour I had received the key. I did not drive the car.

When I got my VISA Bill I noted I had been charged $120.67.

I am an uber driver and I have obtained diamond status in just a few weeks. I love my job! I came into the avis location on 11/8/22 to pay in person because my debit card and cash the day before were unacceptable. I was not greeted as a customer and if anything I was treated with disrespect and as an imposition by the owner of that location he said his name was nathan. I explained to him that I needed to extend my reservation but it was not due until 11/9/22. Instead of extending my reservation as I had asked he closed it out! Even after I explained to him I hadnt worked in 11 days and I needed to work today to get the money to pay for next week. He took the keys and said that I would have to pay for next week today 11/8/2022. I explained to him that I would pay anymore today because I had just paid him $634 today and that I would pay $313 tomorrow 11/9/2022. He refused to let me do that and took the keys and said he wasnt discussing it any further. I told him these are the arrangements that chastity had made with me and I showed him her text to me. He wouldnt even look at it. So I was left with no car and my cat and my personal belongings on the side of the rode with no ride home. How someone whos livlihood depends on excellent customer service can treat anyone like the awful was he treated me can get away with this is beyond me. He must be held accountable

On 25 August 2022 an Intermediate SUV Mazda CX 5 or equivalent was requested and quoted for the full period as noted above. The agreed quote was for $4741.80 for the total period of 42 Days 16 Hours.

On 17 September 2022 we arrived at Denver International airport, Preferred customer depot, we were told there was no vehicle available despite our reservation. The staff were in a total state of disorganisation bordering on chaos.

After almost an hour trying to find get a vehicle, an alleged supervisor did some computer research and found our reservation and had staff scurrying around to locate a suitable vehicle for us. Finally, they brought around a Buick Envision 4wd, with Florida plates.

The car was in a very poor state of cleanliness, and I was not given any contract just a piece of carboard. This was despite my asking for a copy of my contract.

After driving to my accommodation, I noted that the vehicle had an expired registration sticker on the plate, and after looking through all the supplied books with the car I found another expired registration in the glove compartment. This was from Michigan and expired in 2021. I immediately rang Avis who advised me of a ‘ticket’ number and tried to see if the vehicle was legal to operate. After a substantial period on hold, I was advised to take the vehicle to an Avis branch where the appropriate pre-requested tyres and Canadian certificate of Insurance would be provided. This was as of that date it was a requirement to enter Canada.

I took the Buick to the only depot that was open and willing to assist me which was at the airport in West Yellowstone, Montana. Specifically, because despite several phone calls to Avis there was no assistance afforded to me and this depot said they would try to assist me.

There the manager was able to view my contract online, and it was determined that the vehicle was indeed unregistered and/or uninsured in addition the tyres on the vehicle were bald and inadequate to safely travel through the Rocky Mountains. The manager was unable to alter my existing contract, although he was able to exchange the Buick for a Chevrolet Tahoe,. To allow me to continue my trip.

The fuel consumption (MPG) between the Buick and the larger Tahoe with its all-weather tyres was substantial and significantly added extra costs to my trip.

It is important to note that ONLY one contract number was ever provided to me and that was on the exchange of vehicles.

On19 October 2022 I received an E receipt from Avis in the amount of $3453.44 USD assigned to contract number 9*6

On 31 October 2022 I received another E receipt from Avis in the amount of $2640.62 USD assigned to contract number 9*6

It should be noted that these alleged contracts were not entered into by myself nor by any other representative authorised by me. Neither were the contracts terms, conditions or financial factors discussed with me by anyone representing Avis in any manner.

Further, the unauthorised amounts totaling $6,094.06 USD have been reported as fraudulent transactions to American Express as they were never authorised either directly or indirectly.

In desperation I sent a social media message to Avis expressing the distress I was going through, only to have it dismissed in an offhand manner.

It would appear that the Avis complaint system is designed to discourage consumers effectively resolving issues which in turn allows excessive and fraudulent charges to be laid against a consumer.

Despite numerous attempts to get a fair and equitable resolution to this serious matter, no avenue was presented to solve this problem and has resulted in this formal complaint being registered.

Avis management constantly says that all calls are monitored for training and quality assurance purposes, however this would appear to be inaccurate as the sheer volume of scathing complaints posted on Google reviews regarding vehicle safety, lack of cleanliness and excessive charges.

All statements in this complaint are true and accurate to the best of my knowledge, and I am able to produce all of the documentation to support my statement. However; I will not do so except on request as they contain personal information not for public viewing.