Avis Reviews

This morning, I arrived at the Avis location at 14031 Delany Street, La Marque, Texas, expecting a smooth rental process. The desk clerk initially told me I could use my debit card but would need to rent the vehicle for at least two days. I agreed without hesitation. I was then informed that a soft credit check would be required. After the check was run, I was told it did not go through and that I could not rent the vehicle.

What makes this situation so frustrating is that none of these requirements were communicated when I called ahead specifically to verify my eligibility. Had I been informed of the debit card policy and credit check requirements beforehand, I could have brought my credit card, unlocked my back up card or made other arrangements and avoided this situation entirely.

Instead, I was left scrambling to find transportation on the morning of my mother's funeral. I am currently waiting on another rental company to assist me, but by the time a vehicle becomes available, the funeral service will already be over. I missed the opportunity to be present for one of the most significant moments in honoring my mother.

I understand that companies must have policies and procedures. However, there should be better communication and customer service safeguards in place. A few professional alternatives could have prevented this outcome: Clearly explain all debit card requirements, including any credit check criteria, when customers call to verify a reservation. Flag reservations that may have eligibility concerns before the customer arrives. Offer alternative solutions or escalate the situation when a customer faces an unexpected denial at the counter. Show empathy and urgency when a customer explains they are attending a funeral or other critical life event.

This experience was not simply an inconvenience. It had a real and lasting impact on a day that can never be repeated. It is with great disappointment that I say I can no longer trust Avis for important travel needs. After years of being a customer, I regret that this experience has led me to the decision that I will not be using Avis again. I hope the company reviews its communication and customer service practices so that no one else experiences what I did today. Divorcing Avis and hoping no one experiences this ever. You never know what people are going through and how simple communication can prepare you so much better. Freddie **

Before my trip, I contacted Avis customer service because my flight schedule had changed. I was traveling for approximately 20 hours and wanted to ensure there would be no issues when I arrived. I provided my flight information, driver's license details, reservation number, and had already paid for the reservation in full. I specifically explained that I did not want to be stranded overnight and needed assurance that the vehicle would be available upon arrival. The customer service representative reassured me that my reservation would be held for 24 hours. The representative could see my reservation in the system, confirmed that it was active, and assured me that the vehicle would be available when I arrived.

When I arrived at the airport rental counter in the middle of the night, I was shocked to be told that my reservation did not exist in their system. I explained that Avis customer service had just confirmed the reservation and could still see it online. The counter agent told me that their office operated on a different system and that they could not see or access the reservation. Despite having a reservation number, payment confirmation, flight information, driver's license information, and proof that the reservation had been fully prepaid, none of it mattered. The local office still refused to honor the reservation because they claimed they could not locate it.

Instead of resolving the issue internally, I was told that I would need to create a completely new reservation and pay again for the same rental vehicle. After already paying in full, being asked to pay a second time was unacceptable. What concerned me most was the complete lack of consideration for the safety implications of the situation. After traveling for nearly 20 hours, I suddenly found myself without transportation in the middle of the night. I was advised to wait until 7:30 a.m. for another representative to become available and attempt to resolve the issue.

As a solo traveler, I did not feel comfortable being stranded overnight without transportation after receiving repeated assurances that my reservation would be available. The entire reason I prepaid, provided my travel information, and contacted customer service in advance was to avoid exactly this scenario. What should concern other travelers is that, according to Avis, the reservation simultaneously existed and did not exist. Customer service could see and confirm it, while the rental office claimed it was not there. If a fully prepaid and confirmed reservation can disappear between Avis's online system and a local rental office, customers are left with no reliable way to know whether a vehicle will actually be waiting for them when they arrive.

Because of this experience, I will no longer use Avis. I travel frequently for work and cannot risk having my transportation arrangements fail without warning. More importantly, I cannot risk my personal safety by relying on a reservation that may not be honored despite being fully paid and confirmed.

I hope Avis investigates the disconnect between its customer service platform and local rental offices and implements procedures to ensure that customers are never left in this situation again. Until then, I would strongly advise travelers to think carefully before prepaying for a reservation and to have a backup plan in place, regardless of the assurances they may receive from customer service.