We arrived to LAX Avis having already prebooked and paid online for our car. When we arrived at 10pm, we waited in line for over an hour and a half to finally get to the front. Customer service agents were slow and rude. When we finally got to the front, I clearly told our customer service agent that we prebooked and paid and even produced a printed copy of our online car payment. Our agent, Gabriel, disregarded this payment and asked for my name, organising the paperwork. He asked us to sign and asked for a card. I confirmed again that I had already paid for the car and he said they needed a card for file only and no payment would be required. We later found out this was a lie. He also neglected to tell us about the hold of $250 that we will be charged!
DO NOT USE!!
On our way to catch our plane we checked our account and realised he had charged us $291!! The complete amount of the car rental AND gps. THIS IS TOTALLY ILLEGAL TO CHARGE SOMEONES CARD WITHOUT THEIR AUTHORITY.
When I arrived to pick up my One-Way rental to Chicago there was nobody at the desk. So I tried calling the number at the desk and nobody picked up. I tried again and somebody did finally pick up. The guy said that he would be back in 5 minutes. I later found out that he was outside taking a smoke break. Very unprofessional in my eyes. The pick up only took a few minutes because he was very short. He didn't even tell me what car I was getting. The only thing he told me was what spot it was in. When I got out to the SUV it was a SUV model that was very basic and not to my liking and on top of that the Santa Fe Sport was filthy. Inside it had ashes all over and crumbs everywhere. Outside was even worse because it had bugs all over the windshield and overall was very dirty. I was not going to drive 2,300 miles in this car. So I decided to head to MCO and exchange the car. Which pissed me off because I had to take 2 hours out of my trip to go exchange it at the airport. Overall this is the worst AVIS location I have ever rented from. I do not recommend this location to anyone.
I will be following this up with other agents for legal advise, as we were without hundreds of dollars for our holiday because of this company!
I then had to call myself to get a refund processed - again wasting my time and money from my holiday savings!
When we went to return the car, Carlos served us. He asked for a credit card again. When I asked what for he said it was for the payment of the car. I told him that it was already paid for online. He was rude and condecending and stated that just because we booked online doesn't mean we have paid online. I then showed him our payment receipt from online. He did not comment but did some typing on his computer. He then said we would need to pay the extra amount for our GPS we rented for $50. We said that was fine and gave him our card for the $50 payment.
As an Avis Preferred Plus, I was very satisfied with the agent and his handling of my car return. It was quick, accurate, and he provided some good information for future rentals at this location and MCO airport. Sad to see the criticisms of others and their unfortunate experience, but what I've noticed is that many are only one-time customers of Avis (or rarely) or they have no idea (or they're a millennial..yes, that generation! ). If you don't subscribe to Avis Preferred, you're missing out on a lot of benefits. (What you should know is that I've rented from Avis at 10 major airports and 4-6 non-airport locations, having had more than 40 rentals w/Avis over past years. This Hilton one does a good job considering it's resources, location, and capabilities. Yes, no one was at the desk...it was lunchtime, but the agent arrived within 5 minutes, he went outside to checkin my return, and closed out the rental & final charges. All done in less than 10 minutes from time he appeared, so no big deal!)
On top of this service, we had prepaid and booked a car at Orlando for our trip there. Even though we already paid online and paid the excess for being under 25, the company would not release the car to us without a credit card (we had a debit card), however on their online statement it simply says proof of return trip which we provided. On top of this, the customer service agent and manager here were unsympathetic and unhelpful, simply telling us to 'call Avis'.
I rented a car 3 weeks ago for the first time (and the last time) with this company. I paid everything online. When I went there to take the car I asked more than one time if everything was included and they confirmed me that. I returned the car in perfect conditions as always, with the tank full (and the receipt of the gas station, as they asked me). After few days I found 39.57 dollars charged on my credit card, without any motivation. They charged me also the tolls separately, as expected. I called immediately Avis to ask about these 39.57 dollars. A girl said to me that was an error and in 24/48 hours the manager would have canceled this amount. Nothing happened. I called again few days ago. Same answer. Same conclusion. I called 4 time and then I decided to come back personally to the rental. Once there they asked me the contract, the receipt of the fuel and my phone number. Same answer, but I was a little bit more optimistic. Nothing happened. I called again this morning and I spoke with a rude man that tried to put me in hold for a long time, continuously giving me the same answer as always.
.5 stars
After 5 days the refund was still not processed so I called AVIS Customer Care. They stated that they could see i had been charged twice and that they would refund the amount because it had not been done yet. That means that Aaron had also lied about refunding our amount.
AM ADVISING PEOPLE TO STAY AWAY FROM THIS COMPANY, It was my first and last time using this company, if you think it might be cheaper then other companies at times, but its not worth the 3 hour wait and the worst customer service that you get and ruin your whole day. I had to wait in line for 3 hours to get my car, they had 3 employees ONLY, and when you look around the other companies have at least 4 or 5 so they have no lines what so ever, I tried to call the company to address my situation and That I would like to cancel since the problem is from their end and I shouldn't have to wait 3 hours. The worst customer representative said there is nothing he can do and asked for my name 3 times not remembering, also not answering me when am talking and would not transfer me to speak with someone else. I have never seen such outrageous attitude from a company that obviously could care less about their customers. I will tell everyone I know and advise them that this is the worst company to deal with and not worth the time. You guys need to get it together! Really!
What ridiculous service from a ridiculous company. All agents had lied and on top of that, ILLEGALLY TAKEN OUR MONEY.
DO NOT RENT FROM HERE. They are lying thieves!!
We went back and spoke to the manager Aaron. He was also rude and condecending and was unapathetic to our situation. We had a plane to catch in an hour and he didn't even know how to authorise the refund. He asked for receipts for ALL PAYMENTS even though it would be in their records. When he finally accepted, after waiting another 20 minutes he said he refunded the payment.
It's a big company, I thought it was a serious and professional company. It's not true. I'll be back again to the rental to ask again the motivation of this amount.
Avis Car Rental is a US Car Rental based in Lake Buena Vista, Florida. Avis Car Rental is located at 1751 Hotel Plaza Blvd, Lake Buena Vista, FL 32830, USA.
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