Wrong Location, Poor Customer Service
Pros: the car was new, clean and worked well for us. the rental agent allowed us to return the car to LAX without charge when I explained how we had thought this location was at LAX but had rented through Kayak. She said there had been several other customers who had a similar problem
Cons: When I finally arrived at this location, (I had thought my rental was at LAX, and had to take a cab to this location instead, at a cost of $60) there was no one there, and the doors were locked. The only information on the door indicated that they are open until 2pm. It was 12:30. I called Avis, and they were unable to tell me anything more. They offered to send me to yet another location instead, but when I called that location, they had no car rentals available.
Finally an agent returned and unlocked the doors. She did not greet me and the two other customers who had arrived while we waited. When I got up to the counter I started explaining to her what had happened, and she just shrugged and told me she had been on her lunch break. Then she took a call and dealt with that instead of taking care of me. She finally got us taken care of and did give me a credit to return the car at LAX, but never apologized or indicated she was sorry for all I had gone through to get this rental car. How hard is it to hang a sign on the door to tell frustrated travelers that you will be back? A locked door just indicates that you are closed. Personally, I'll never use AVIS again.