What Worked: Competitive pricing — thanks to Kayak. What Didn’t: Vehicle cleanliness was unacceptable. The car clearly showed traces of pet hair, odor, and dust — evidence of insufficient interior cleaning between rentals. Front desk professionalism needs serious attention. Being greeted with “What’s up?” by an untrained employee attempting to impress peers is not the standard expected from an international brand. This isn’t a local mom-and-pop business — staff should be trained to represent the Avis name with professionalism and respect. The return agent, however, demonstrated excellent customer service — courteous, efficient, and customer-focused. Maintenance: Within days of pickup, an oil change/service notification appeared on the dashboard. Vehicles should not be released without completing scheduled maintenance. Regular oil changes and inspections are basic customer assurance measures that prevent dissatisfaction and potential liability. Final Note: Kayak — excellent as always. Avis — you can and should do better. Train your staff, clean your vehicles properly, and maintain your fleet before renting. Your global reputation depends on it.
First, I called to confirm pickup time 24 hours before the rental. When I arrived, they location was closed with nobody around. The Avis employee arrived 15 minutes later - though the corporate ph# told me the location should be open earlier. Very unprofessional and concerning when you are on a tight time schedule. When the attendant did arrive, he was polite and did his best to get me out the door. Also - tires were nearly at their end of life, the front sensor continued to go on and off which prohibited the cruise control from operating correctly. There was a large cigarette burn in the drivers seat (1/2" into the foam). First rental car I have had in a long time when my son and I felt unsafe to drive on the interstate.
It was a nightmare. I made the reservation to a specific location (a non airport office)in Lincoln Nebraska to be used in that city, because I was dropping my daughter to college on that city, and later on I was supposed to drive that car to Dallas to return home. When I arrived to this location on Monday, thru and Uber, the employee, very un polite and rude, before I had finished giving my information, pointed to a paper pasted on the front wall of this location , next the Avis sign, that states as follows: AVIS "Please be advised that in the event of a delay exceeding 2 hours beyond your scheduled reservation time, we cannot guarantee the availability of your reserved vehicle. We appreciate your understanding and apologize for any inconvenience this may cause." At not point , when I made the reservation, this notification appeared. Reminding you that this is not my first time renting a car. So this employee at this location stated that my car reservation will not be honored , this was stated on a burlesque and sarcastic manner. When I requested to speak with the manager , the employee stated that he wasn’t at the office and he did not know what time he will be arriving. I request to speak with some at corporate and he poured to the door where was a phone number. When I called to that number someone with the name Andrew helped me finding a closer office that was able to honor my reservation. Andrew sent me to the airport because there I was able to get my reservation honored. Unfortunately after a really bad start. Really bad representation for this company. My father in law used to work for this company many years ago , unfortunately he passed away a few years ago, so I am very familiar with Avis.
They parked my personal vehicle in so when I went to drop off I couldn’t get my car out. Thankfully I noticed before dropping the keys off. The customer service took 3 calls to figure out that they couldn’t contact someone. So now I have to go back during my work day to correct their mistake. And if the site doesn’t waive the extra day I have to cal back into Avis customer service to get help.
