Pros: She went above and beyond to find and deliver my lost drivers license. First, she searched the car. Then, I remembered that I left it at a gas station nearby and she went to pick it up since we were already in Vieques. She then mailed it through Vieques Air Link and I got it later that same day. If it wasn't for Cynthia, my vacation would've been ruined. I wouldn't be able to rent our Jeep in Vieques or board our flight to Culebra.
Mar 31 2017
Great customer service
Pros: Jessica was amazing! She picked us up from the Fajardo ferry and was incredibly friendly and helpful. She was efficient with our time and had us ready to go very quickly.
Apr 13 2017
Pros: Agent was pleasant
Cons: I called agent earlier in the day to make sure we'd have a ride to the airport. When we arrived, no one was there. We called and she said she was 15 min away. So my my husband dropped the kids, all our luggage, the carseat, and me off at the airport and drive back, and the agent then took him to the airport just in the nick of time. She KNEW we were coming and still wasn't ready for us?
Apr 26 2017
Ceiba office a bit frustrating
Pros: Car was clean, in good condition. Employee was very friendly.
Cons: This Avis office is 2 miles (with rural levels of traffic) from the airport. It is a tiny office and doesn't have an airport shuttle; instead Avis employees pick up and drop off passengers.
The Avis employee in Ceiba office took at least 20 minutes to meet us at the airport, didn't help with our bags (we had several with 2 kids and a carseat), and instead was texting while we were loading up.
This was similar to our drop off at the same office (in Ceiba) the week before, where I called ahead to determine how much time we should allot to make sure we would get to the airport on time, and we got there in plenty of time but the shop was locked on arrival and the employee was 15 minutes away. We only made it to the airport in the nick of time.
Based on two experiences in a row, I suspect this is probably typical. I realize they don't have a separate shuttle service, but when customers specifically call in advance to make sure they are timing things correctly around airline schedules, Avis employees should make note and plan around that.
Appalling customer service, never rent a car from this company
Cons: After miscommunication between their hotline and main office about where and when to drop off my car, the customer service representative proceeded to yell at me and then hang up the phone, leaving me stranded in the middle of San Juan at midnight unsure how to return my car (which was very easy in the end, he just didn't know that I could return it late, which the local office had confirmed earlier that day)