During this trip, I rented from AVIS twice. The first time, I got scammed. The second time, I made sure to go through all the terms and conditions carefully to avoid being tricked. Now, AVIS requires you to sign and confirm via a tablet, which means you don't get a physical rental agreement and can't confirm specific charges. I picked up the car at Los Angeles Airport and clearly informed the staff that I had already purchased all the necessary insurance and services. However, the AVIS staff still added services like roadside assistance. When they charged my credit card on-site, it was $250, and I asked what the fee was for. The staff replied that it was just a security deposit. After returning the car, AVIS directly charged $125, which I later confirmed through the rental platform was for roadside assistance and insurance services. I feel all charges should be processed on-site during the rental process, which allows you to negotiate with the staff. Deducting the fee after returning the car feels like a hidden trap because the service is already completed and you have no way to negotiate a refund with AVIS at that point.

Pretty good. Initially, we were given a Dodge hybrid SUV, but there wasn't enough space for our luggage, and the car couldn't refuel. So we contacted customer service, drove to the airport branch, and they helped us switch to a Malibu. Although it seemed like the car hadn't been cleaned before handing it to us, overall it was fine.

Good

When picking up the car, there was a 'routine request' alert on the vehicle. Unsure if it would affect our drive, we asked the rental company and they promptly switched the car for us. Initially pleased, we found upon reaching the parking spot that we were given a sedan instead of the mid-size SUV we reserved. We went back to the service window in the parking lot, but the staff were arrogant, insisting they gave us an SUV and refused to change the car again. If unsatisfied, we had to go to the rental hall on the 4th floor! After multiple contacts with Zuzuche customer service, my child and I dragged three suitcases back and forth from the 2nd floor to the 4th floor four times. Finally, the staff at the rental hall admitted the mistake and gave us the correct SUV. This whole ordeal at the Miami airport rental company delayed us by an hour, affecting our subsequent plans. Although the rental hall staff were very good and Zuzuche's customer service was prompt and proactive, the parking lot staff were arrogant and ignored my explanations and photos. Due to the rental company's mistake, we had to run around in over 30-degree heat, a 40-year-old woman and a minor girl dragging our luggage up and down multiple times!

Terrible service and I will never use Avis again. They overcharged me for fuel, included unexplained charges and incorrectly informed me on charges for a GPS. I plan to complain to their head office on the numerous inconsistencies in charges. It was my first time using the company, and if their intention was to never get me to do business through them again, then they succeeded.