AVIS Car Rental with SUV

After completing the pickup procedures, I waited for three and a half hours as they kept saying there were no cars available. Additionally, the vehicle provided was an Expedition instead of a Suburban. The Expedition's luggage compartment is slightly shorter than the Suburban's, and I specifically rented a Suburban to accommodate my luggage. As a result, my luggage barely fit, creating a lot of inconvenience for the rest of the trip.

Service was acceptable, but operating hours start too late, only after 9:30 AM.

Satisfied. The windshield was chipped by a stone on the highway. Called to inquire about the process, and the instructions were very clear.

Very satisfied.

They simply asked if extra insurance was needed, and after receiving a no, there was no upselling at all.

The red logo.

The accident claim process is too inconvenient.

Satisfied.

Since Budget has merged with AVIS, I'll address both in my feedback. First segment of the trip: I rented a car in Dallas and returned it in Houston with Budget, booking a Ford Edge, a midsize SUV, through Zuzuche. However, the staff gave me a Honda compact car instead, which was incredibly frustrating. After communicating with the staff, I swapped for the originally booked Ford Edge, as shown in the pictures provided. So, the store actually had the Ford Edge available but didn’t give it to me right away. One key issue to note is that due to the time difference, Zuzuche’s customer service was unavailable when I tried to report the issue. Even when they responded later during business hours, it was meaningless by then. Second segment of the trip: I rented a car in Los Angeles through AVIS. Upon arrival, I waited nearly 40 minutes for vehicle coordination. In the past, if the reserved model wasn’t available, they would upgrade free of charge; now, you're lucky if they don't downgrade you. During the return, they charged me for roadside assistance insurance, miscellaneous fees, and fuel costs—around 70 dollars. Although I refueled the car completely, I unfortunately lost the receipt, and the credit card charge's posting date was after the payment date, hence unusable for filing a dispute. Imagine if all tourists went through this—they could refund the ones who successfully disputed and profit from those who didn’t keep their fuel receipts. This could amount to considerable earnings for them. In summary, think carefully before choosing these two rental car companies, as this likely stems from management-level policies.

Satisfied

Very satisfied.

Quick pickup and responsive customer service.

Very satisfied, renting a car was convenient, and all questions were answered.

Pickup and return were both very convenient.

The store operates on time, starting work promptly at 7 am. They are efficient, don't push unnecessary sales, and carefully confirm every detail of the order.

Efficient and fast.

Overall service was satisfactory, no time wasted.

Satisfied.

Efficient and with a great service attitude.

Very good!

Good

Very efficient with great service attitude! The condition of the car was excellent!

Big company with no aggressive upselling, very satisfied.

Despite paying in full and confirming the reservation, the entire pickup process took 3.5 hours. First, there was a two-hour wait in line, then the car was not ready, and finally we received a car that was dirty and smelled terrible.

Satisfied

Highly satisfied

Very satisfied. I forgot to take photos when picking up the car, but AVIS confirmed the scratches were pre-existing when returning it.

Very satisfied, quick and timely responses to any issues.

Very satisfied.

The service reminders were timely.

Extremely satisfied.

During our car rental experience at San Francisco Airport, we encountered a male staff member with a very poor attitude. The vehicle provided was smaller than expected. We needed to add two additional drivers—one of whom had already been prepaid, and we only needed to pay for the other on-site. However, the staff insisted on charging fees for two additional drivers. Furthermore, he refused to communicate with us over the phone or involve the customer service of the rental platform. After an hour of back-and-forth, the bill was finally corrected.

The service of AVIS entirely depends on the staff at the specific location. The service at the New York City downtown location is quite good, but the Boston downtown location is much worse. When the reserved car model is unavailable, they claim to contact an emergency service specialist, but in reality, no one reaches out. The reserved minivan model is often not available in most cases, even if you prepaid the full amount and showed up at the designated time. The front desk will reject you with reasons such as 'the car is under a safety recall,' and then they'll offer you an SUV. However, an SUV cannot compare in terms of passenger comfort and luggage capacity.

Highly visible signage.

Very satisfied.

The process was very simple, with hardly any issues. You just fill out the information, sign, and you're done. The staff were quite nice as well.

Excellent

The process was handled carefully, with thorough guidance and a detailed vehicle inspection during return.

Very satisfied, especially convenient, the whole process was smooth, and the car was very new.

Good, a big company with a large fleet of vehicles.

The store's phone is always unreachable. If that's the case, they might as well clearly state that phone support is not provided.

When picking up the car, the staff, a foreign lady, seemed disdainful and said she wouldn't accept the international driver's license translation provided by Zuzuche, insisting on a notarized document instead. Eventually, she reluctantly agreed. While the customer before me, another foreigner, received enthusiastic explanations about how to return the car and avoid restricted areas, she didn’t mention any of this to me. I rented a Mercedes A but was given a small Opel instead.

It's okay.

The staff did not allow me to use the insurance I bought in the US, but last time at Sixt, the staff said it was fine.

Satisfied, but haven't received the billing deduction yet.

Excellent

There was an additional charge for the San Francisco Bay Area bridge toll at the counter, but no other hidden fees.

Very satisfied, easy pickup and convenient return process.

The service was excellent. Convenient and efficient.

Very satisfied