Review Insights · App Store
Avis - Car Rental
Avis Budget Group · 438,420 ratings · ★ 4.7
4.7
★★★★★
438,420 ratings
🎯 Build a better version
Top complaints - extracted from 65 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"avis"
22 negative reviews mention this · 34% of all complaints
★★★★★ "Cancel fees are ripoffs. Service is poor, cars have been dirty, multiple airports so not an isolated incident. Then today I have a change and they charge another fee. What happened to Avis?" - PPA1965
2
"reservation"
19 negative reviews mention this · 29% of all complaints
★★★★★ "No employee at midway airport. Just signed up for wizard (avis preferred), booked a car reservation. Got to midway airport EARLY. Got to avis preferred counter. NO EMPLOYEES HERE. 3 people (including me) are without a car. I have to wait until 6 am (that is 5 hours …" - Ho Chi Minh USA
3
"service"
14 negative reviews mention this · 22% of all complaints
★★★★★ "Cancel fees are ripoffs. Service is poor, cars have been dirty, multiple airports so not an isolated incident. Then today I have a change and they charge another fee. What happened to Avis?" - PPA1965
4
"customer"
12 negative reviews mention this · 18% of all complaints
★★★★★ "Customer Service. The ap works great however Avis has the worst customer service. I’ve used all the rental companies and when Avis make a mistake and you call customer service they either don’t understand or don’t care and will say please hold, then hang up" - Mr B271
5
"rental"
10 negative reviews mention this · 15% of all complaints
★★★★★ "Customer Service. The ap works great however Avis has the worst customer service. I’ve used all the rental companies and when Avis make a mistake and you call customer service they either don’t understand or don’t care and will say please hold, then hang up" - Mr B271
6
"cars"
9 negative reviews mention this · 14% of all complaints
★★★★★ "Cancel fees are ripoffs. Service is poor, cars have been dirty, multiple airports so not an isolated incident. Then today I have a change and they charge another fee. What happened to Avis?" - PPA1965
7
"customer service"
9 negative reviews mention this · 14% of all complaints
★★★★★ "Customer Service. The ap works great however Avis has the worst customer service. I’ve used all the rental companies and when Avis make a mistake and you call customer service they either don’t understand or don’t care and will say please hold, then hang up" - Mr B271
8
"horrible"
8 negative reviews mention this · 12% of all complaints
★★★★★ "Horrible app. We rent lots of cars from them but every other time the app fails and then they don’t have a car. And service onsite is really bad. Especially SLC." - Irritated former customer
9
"called"
8 negative reviews mention this · 12% of all complaints
★★★★★ "Rashad and Kumani at Avis on Powder Springs are terrible. I am a loyal Avis customer and rent vehicles frequently. Unfortunately, my experience with this location was incredibly frustrating and highlighted what appears to be a serious breakdown in both customer service and communication. The day …" - Anonymous eharm user
10
"been"
7 negative reviews mention this · 11% of all complaints
★★★★★ "Cancel fees are ripoffs. Service is poor, cars have been dirty, multiple airports so not an isolated incident. Then today I have a change and they charge another fee. What happened to Avis?" - PPA1965
11
"available"
7 negative reviews mention this · 11% of all complaints
★★★★★ "Horrible Business Model. I put my trust in Avis and their local Thousand Oaks branch for them just to tell me a reservation is only good “if” something is available. I don’t need an, if. I need to know that a car in same class “will” be available. Completely un…" - mklcnt
📋 All 65 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Cancel fees are ripoffs
Service is poor, cars have been dirty, multiple airports so not an isolated incident. Then today I have a change and they charge another fee. What happened to Avis?
Constant Password Resets
Seriously Avis how after all these years can your app just keep making us change our passwords every time we have to login to your app?!?!?!
Then we change it via email close the app, re-open and still it doesn’t update.
So now I’m on the Hertz app because it works every time!
Then we change it via email close the app, re-open and still it doesn’t update.
So now I’m on the Hertz app because it works every time!
Not a good app
The app is slow. You cannot save and restart later. It gives errors but does not explain why. It’s honestly one of the worst apps out there and booking a car is a genuine pain
App doesn’t work
Cant edit profile or setting in app. Tried reaching out to support who was useless
Forced to update
I need to use the app right now and it is forcing me to update. Really?
No employee at midway airport
Just signed up for wizard (avis preferred), booked a car reservation. Got to midway airport EARLY. Got to avis preferred counter. NO EMPLOYEES HERE. 3 people (including me) are without a car. I have to wait until 6 am (that is 5 hours wait) to get vehicle. Worst experience.
Horrible app
We rent lots of cars from them but every other time the app fails and then they don’t have a car. And service onsite is really bad. Especially SLC.
Horrible Business Model
I put my trust in Avis and their local Thousand Oaks branch for them just to tell me a reservation is only good “if” something is available.
I don’t need an, if. I need to know that a car in same class “will” be available.
Completely unacceptable.
I don’t need an, if. I need to know that a car in same class “will” be available.
Completely unacceptable.
Horrible
Why have a chat when it doesn’t work? Is everyone on break? Grontse joined conversation. Never typed a thing then left. The Sinegugu joined and never typed a thing. Already frustrated because I got locked out and when I went back price was different by $200, now this? No wonder I always use Enterprise! Thought I would expand my options. Guess I will stick with better customer service!
Pay later
The pay later option isn’t on the app anymore and I have been reserving from this app since 2015.
Not satisfied
I am a first time customer of your prefers members program … and the options and prices were not reflective of that.
Can’t gift a car rental?
Find it pretty hard to believe that I can’t gift a car to my son’s family for use In Hawaii?
Stuck
I took an uber to pick up my car a hour from my house just to find out they didn't have me a car here or any other locations :( I am literally stuck right now with my child
Shady business practice
Had a reservation that I needed to SHORTEN by 3 days- was told it would be $600 more expensive somehow for a shorter reservation.
I’ll be booking elsewhere.
I’ll be booking elsewhere.
All out of cars
I arrived in PHX after hours of flying. And there’s no cars to checkout. Why did they not just cancel my reservation or alert me?
Could not pay
Manual card processing issue prevented me from getting the car I reserved. Got a car from hertz using my cc stored in my phone instead at a last minute double the cost.
Customer service sucks
Awful. Stand in lne forever. Then you get told to go to a different building. So ridiculous. Awful.
Horrible
Avis had one person on staff. Joined a as a Preferred Member, then refused to accept my reservation. Told me I would have to wait 3 hours
Manager promised a discount and never gave it
I reached out about a rental that had a cockroach infestation problem and was told I could get a reimbursement or discount. This was my rental before the last one. The manager wrote me last week. I reached out accepting the offer and nothing was done. His name is Jose Cintron. I wonder why he didn’t honor his promise.
No cars
Sitting in Buffalo waiting for a car to become available when I have a confirmed reservation!
Unhappy
Frequent user of Avis but had to cancel a reservation and they charged a cancellation fee. 😩
Can’t save reservations
If I could give it zero stars I would. You would think that an app would allow you to save reservations but you would be surprised. Avis fix this.
TIMCHAIRMANSCLUB
Definitely the worst user experience of all travel apps that I use
App Is Difficult to Use
App is difficult to use, pops up keyboard over fields, has controls that don’t auto-search, so many other problems.
Terrible cut off app half of it won’t tap axis
Not liking it can’t see rewards
Mr
Terrible service ! Do not use AVIS
Rashad and Kumani at Avis on Powder Springs are terrible
I am a loyal Avis customer and rent vehicles frequently. Unfortunately, my experience with this location was incredibly frustrating and highlighted what appears to be a serious breakdown in both customer service and communication.
The day before my rental, I spoke with Kumani Owens and explained my situation. He instructed me to call the branch approximately one hour before my 5:00 PM pickup time to check on vehicle availability.
Wanting to be proactive, I actually called the branch the morning of my rental as well, knowing that I would also call back an hour before pickup as Kumani had instructed. I was trying to avoid any surprises and ensure that a vehicle would be available.
Following Kumani’s instructions, I called again approximately one hour before my scheduled pickup and spoke with Rashad, the manager. When I asked whether a vehicle would be available, his response was simply, “Probably not.” He did not say my reservation was canceled, nor did he definitively tell me that a vehicle would not be available.
Concerned by the uncertainty, I contacted Avis Customer Service. I spoke with two separate representatives who advised me that the branch should be attempting to locate a vehicle if inventory was limited rather than simply leaving a customer with a confirmed reservation without options.
Shortly afterward, I received the following text message directly from Avis:
“Your AVIS reservation number 1802*****has been confirmed.”
Like any reasonable customer, I interpreted that message to mean exactly what it said: my reservation had been confirmed.
Based on the information I had received, I went to the branch expecting that Avis would honor the reservation that had been confirmed through its own system. Instead, I was told there was no vehicle available.
What happened next was even more disappointing. Kumani acted as though I should have somehow known that the confirmation message was not valid because he believed Rashad had already told me there would not be a vehicle. That is simply not what happened. Rashad never gave me a definitive answer. He said “probably not,” and after that conversation I received an official Avis confirmation text stating that my reservation had been confirmed.
Rather than acknowledging the conflicting information I had been given or understanding why I reasonably believed a vehicle would be available, both employees were dismissive and unwilling to take ownership of the situation. There was no apology, no attempt to help locate a vehicle, and no effort to provide a meaningful solution.
A confirmed reservation should mean something. Customers should not have to guess whether a confirmation message from Avis is real, nor should they be expected to know that a branch has decided not to honor a reservation. At a minimum, customers deserve clear communication, professional treatment, and accountability when things go wrong.
This review is based not only on this incident but on multiple interactions with this branch. The recurring themes have been poor communication, lack of customer service, and an apparent indifference toward customer concerns. Avis deserves better representation than what I have consistently experienced at this location.
I hope the owner will take action and hire someone that can atleast get their poor customer service rating above a 4.0.
The day before my rental, I spoke with Kumani Owens and explained my situation. He instructed me to call the branch approximately one hour before my 5:00 PM pickup time to check on vehicle availability.
Wanting to be proactive, I actually called the branch the morning of my rental as well, knowing that I would also call back an hour before pickup as Kumani had instructed. I was trying to avoid any surprises and ensure that a vehicle would be available.
Following Kumani’s instructions, I called again approximately one hour before my scheduled pickup and spoke with Rashad, the manager. When I asked whether a vehicle would be available, his response was simply, “Probably not.” He did not say my reservation was canceled, nor did he definitively tell me that a vehicle would not be available.
Concerned by the uncertainty, I contacted Avis Customer Service. I spoke with two separate representatives who advised me that the branch should be attempting to locate a vehicle if inventory was limited rather than simply leaving a customer with a confirmed reservation without options.
Shortly afterward, I received the following text message directly from Avis:
“Your AVIS reservation number 1802*****has been confirmed.”
Like any reasonable customer, I interpreted that message to mean exactly what it said: my reservation had been confirmed.
Based on the information I had received, I went to the branch expecting that Avis would honor the reservation that had been confirmed through its own system. Instead, I was told there was no vehicle available.
What happened next was even more disappointing. Kumani acted as though I should have somehow known that the confirmation message was not valid because he believed Rashad had already told me there would not be a vehicle. That is simply not what happened. Rashad never gave me a definitive answer. He said “probably not,” and after that conversation I received an official Avis confirmation text stating that my reservation had been confirmed.
Rather than acknowledging the conflicting information I had been given or understanding why I reasonably believed a vehicle would be available, both employees were dismissive and unwilling to take ownership of the situation. There was no apology, no attempt to help locate a vehicle, and no effort to provide a meaningful solution.
A confirmed reservation should mean something. Customers should not have to guess whether a confirmation message from Avis is real, nor should they be expected to know that a branch has decided not to honor a reservation. At a minimum, customers deserve clear communication, professional treatment, and accountability when things go wrong.
This review is based not only on this incident but on multiple interactions with this branch. The recurring themes have been poor communication, lack of customer service, and an apparent indifference toward customer concerns. Avis deserves better representation than what I have consistently experienced at this location.
I hope the owner will take action and hire someone that can atleast get their poor customer service rating above a 4.0.
We had a reservation but zero cars when we landed in Denver
We got a reservation for a car and chose an in-town Avis location. I called that location when I landed and was told that there weren't any cars and I was out of luck. Yikes
Horrible Company
I had a mini van reserved in February for my trip today June 19th. I received a phone call from the rental location 2hrs before I was scheduled to pick it up stating they did not have my rental. They were not helpful at all and honestly quite rude about telling me that they messed up and there was nothing they could do. I called the 1-800 number and they were just as bad at their customer service. They had no 7-passenger vehicle in a 200 mile radius of my location. Honestly the worst experience I’ve ever had and will be moving my business elsewhere where my reservations aren’t ignored and I’m treated like a person.
Confirmations with no cars
Sends out confirmations and when you get there they have no cars available. They do not notify customers.
Can’t use redeem pts on App
After trying this dozens of times over the past several months, when you select redeem points for a reservation, the new total is calculated, but when you select the pay button, you get an error, every time. I’m forced to take the redeem points off, and wouldn’t you know, all of the sudden the reservation goes through. Absolute insanity this hasn’t been fixed
Don’t work with people
Requiring people to buy insurance
Wasting money
Didn’t let me use points
Doesn’t work
Can’t put license info in can’t hit continue
Gave us a bad car, terrible customer service
We flew to Denver to see a concert at red rocks. When we got to red rocks we walked around and came back to low tire pressure of 22. We called customer service and road side and everyone was extremely unhelpful and rude. They told us our only option was to go back to the Denver airport 50 min away and we are on the brink of missing the show. They wouldn’t even send a tow or anything. I am disputing all charges and extremely upset.
A reservation implies you can count on getting a vehicle
I booked well in advance and even at less than 24 hrs prior to pickup, Avis would not confirm a car would be available. Sorry. Never again Avis.
Receipts
Please send receipts as a pdf. It is difficult to upload into expense reports via current delivery options
Horrible
Horrible company advise to rent elsewhere. Back to back instances different problem. Will never rent here again
Buggy
Buggy. Rarely works. The ai assistant just goes in circles
Terrible service
I am cancelling due to an emergency. There are zero cars available due to FIFA. This car will get rented immediately. Charging me $50 is insane. Never again.
Poor service
This company let you reserve the vehicle even though the vehicle is not available and they will debit your money from the bank and later one of their team calls you and says they cancelled your reservation because of unavailability of vehicle. And say it takes almost 7 to 15 business days to get the refund. It’s been almost 2 months still I didn’t receive refund. when I’m calling to the Customer Support team. Everyone giving me the different timelines they don’t have proper knowledge on their own refund policy and no proper communication. Today I called them again for my refund and one of their teammate told me to wait more 7 to 15 business days. The refund is processing.
Preferred Member, 25 yrs, reservation yet 2 hour wait... Lihue Airport
We bailed at the two hour mark absolutely ridiculous. Crazy mismanagement, understaffed or something. No apologies. Called Avis National, couldn't do anything for us other than a pre-rental day later, but then disconnected us. So much for loyalty, doesn't get you anywhere with these guys. We went to Hertz and got a decent deal on the spot.
Impossible to use
This app is completely useless. First, I can never reserve a car by redeeming points. Every time I try, and it’s been years, I get through to the end and an error message pops up and no dice. Secondly, I reserve cars on my business card and personal car. The app has a field to choose which card I want to reserve the car with. Jokes on you. It’s just for show. I haven’t remember to go to the desk every trip to make sure it goes on the right card or else I have a personal trip on my business card. Fix it!
Would not allow to book and redeem points.
Frequent renter. Wanted to redeem points for a free day (the APP asked me if ai wanted to!). App would not accept it. Had to book without and now hope they will honor it at check in.
What a struggle just get receipts
I spent well over an hour attempting to use the Avis Tools just to get receipts for business expenses. The web site kept circling to enter confirmation and recommending that I look at past rentals even though I attempted to retrieve the receipt from past rentals and the app finally worked but I had to change my password
Horrible
I’ve going going around in circles for days on this stupid app. The same login/pw I used on my laptop do not work on this app. I’ve tried resetting, it claims to send me an email and NOTHING! I’ve called customer service no help! I’m about to change rental companies!
Reno Airport Reservation
I had placed an online reservation. Get to the airport to find Avis was out of vehicles and they had no way to assist online reservations faster. Had to cancel my reservation and pay for a Lyft.
Pre-paid Refund
I selected a van and the reservation stated I chose a manual shift wagon after I prepaid I don’t like the fact that customers have to pay a $50 fee for cancellations. When the reservation changed my car selection.
Really bad change process
Avis needs to really fix how hard it is to make a change to the details of a rental while in progress. I had to change my drop off point and time and I had to spend two hours navigating multiple systems to finally get that done. It was way harder than it needed to be. Not a good experience at all do better Avis.
Dumb policies
If I need to shorten my rental I should be able to shorten my rental and only be charged for the days I’m using it
+ 15 more in the clipboard copy
Sentiment summary
94%
Positive (4-5★)
2%
Neutral (3★)
5%
Negative (1-2★)