Avis Car Rental

Generally, my experience with Avis is positive, but in this location, I experienced lack of ownership and customer obsession.

During my rental I noticed that the plate number and color of my rental car doesn’t match with my rental agreement. This location didn’t show any ownership to resolve the problem and instead, they just asked me to keep checking different Avis locations till I find a replacement car to change their defective car. Ultimately, after hours of traveling to different airport locations, I drove from San Diego to Mission Viejo for 90 minutes to change the car. It took me another 2 hours and 20 minutes to drive back to my hotel in San Diego and basically my Saturday got ruined because of an issue that could be handled much more professional and respectful. It shouldn’t take more than a couple of phone calls to properly arrange for a smooth exchange in location X at time Y, instead of asking me to randomly check Avis locations in person to resolve the problem on behalf of Avis.

The car that I received as an exchange wasn’t washed. Manager of the Avis at Mission Viejo asked me to wash the car and send him the bill…!

I am an employee of a major partner of Avis and internally they consider me as a “premium” customer. I’m not saying that I am special or anything. I just want to say that if this place treats their “Premium” customers like this, I am not sure what their service looks like for individual customers.

Absolutely horrible. Whatever you do, DO NOT rent from this Avis. Had a car rental reservation for 9am, they called the previous night at 6: 30pm (after CLOSING) to tell me the car was unavailable and offered me NO solutions and NO options. The gentleman who called was rude, short and acted as if he was do me a FAVOR by calling me. I am FURIOUS.

Terrible. I rented a vehicle through them and when I went to return the vehicle nobody was at the front desk. I was instructed earlier by the man at the counter to drop the car keys in through the Dropbox at the front door if this were to happen. He said he’s often out cleaning the cars and refueling them. Come a week after I dropped off the car, I get a statement charging me for tolls that were made 2 hours AFTER I RETURNED THE CAR. To make it worse, the guy at the counter didn’t even mark the car as returned until over 2 hours after I dropped off the keys. Terrible terrible terrible. Avis customer service is of no help therefore I’m looking into filing a credit card dispute or a lawsuit. NEVER RENT FROM HERE!

Hello All,

I generally don't post reviews, but I feel my experience here warrants letting everyone know.

I reserved a mid-size SUV through Priceline 3 days in advance from this location to take to drop off in the Bay Area. I wanted a larger SUV to soak up bumps for comfort of my passenger (medical reasons).

Upon arrival, the person behind the counter (I assume is the owner), stated if I wanted the mid-size SUV, it would be $10 extra for a Ford Edge; he claimed my reservation qualified for a small SUV (Mitsubishi Outlander or Jeep Compass). I showed him my reservation confirmation, which clearly stated I had reserved a mid-size SUV. He stated the reservation was WRONG and if I wanted to do anything about it, to call AVIS Customer Service.

I called his bluff, and stepped outside to call Customer Service. Sure enough, the representative confirmed I had reserved a mid-size SUV, and the SUVs offered to me were considered small-SUVs.

Upon returning to the desk, the owner had changed his tone. He was apologetic, and stated he had just got off the phone with AVIS and the Ford Edge had just been reserved. He would NOT accommodate my request for a price adjustment for a small SUV and still charged for the price of a mid-size SUV.

Me, being tired of spending an excess of 45 minutes at the AVIS location, and having no other choice in the matter, conceded, paid the full price for a mid-size SUV, and drove away with a small SUV (Mitsubishi Outlander).

I understand the rental car industry and how it operates: the owner wanted to keep a more lucrative vehicle in his inventory rather than let me take it to the Bay Area. This business owner would not make any accommodations in price, and knowing full-well I had no other choice, still took advantage of my situation for a measly $10.

I am currently in queue with AVIS customer service to see if they can do anything for me. Currently awaiting their call back.

If you have a choice, I recommend not doing business at this location.

PS: the Outlander was pretty new, but smelled weird. I thought it smelled like something acutely pungent. My passenger stated it smelled like cigarettes covered with some kind of cover-up spray.

EDIT: Avis Customer Service called back and made things beyond right. Props and recognition to their customer service department.

Incredible Pricing! I needed something asap because my AC condenser went out in my car. I called about 10 car rental locations, even the ones I have memberships with. All lots were empty. If they were available they were outrageous prices. I might as well buy a condo for that weekly car rental price. The gentleman here was quick, prompt, and promising. Short handed like everywhere else, so we should be more patient with him. I heard his quote and told him I'll be there in 30 mins to pick up. He accommodated me with pure prompt and pricision. He went out of his way to close the office to clean the car for me. Other locations would just say nope we have no cars, because they would wait for some porter to do it tomorrow. I am ever so grateful. It was humid and hot and having kids, it's no fun without AC. He went out of his way to help me and without knowing my situation, his quotation was 1/2 of what everyone else was charging, too. I was in and out of the office in about 15 minutes. I am a pain in the rear when I'm in Mommy Panic mode. I'm not going to lie, I was so skeptical of this location because the price alone was unbelievable. I was for certain he probably said that SUV, but when I show up, it'll probably be a very small compact something, but NOPE! IT WAS WHAT HE PROMISED. I was so happy and thankful. I will always come here from now on. He is a very good person. He may sound rude, but he's really not. Give respect and receive respect. I ended up having lunch with my kids soon after at this college center, and so many people went in and out so looking so happy. He ran the whole show on his own. Not like the other places I've been to where they are very lazy to even look anything up for you. He answers all his calls as promptly as he can, he is not perfect, but he strives to be very upfront and honest. The car was super clean, full of gas, most of all, he was extremely helpful till the very last 15 of my paranoid call I had made. My kids will tell you how annoying I can become when I panic lol. He was very kind and understanding. I'm truly grateful. Thanks for helpingme and my kids with an awesome cool looking SUV. On your own you made sure it was washed, cleaned, safe, and filled with gas! THANK YOU SO MUCH!

Even though it took a bit of waiting outside, it was worth it. I was impressed on how quick this guy is. I didn't need any bells or whistles, just a car for a road trip. The car I got had out of state plates, that was a first for me. I seem to think California people do not like out of state drivers, the way they often cut me off haha. Great experience. Quick experience. There was return a sign on the door with the clock on it. Seems like I had about an hour to kill. I went to eat next door. Came back and done. Had a great trip. Came back late and just drop of keys in his drop off spot. All set, no questions, no issues. Sort of like when you rent a DVD from the machine. No hassles.

Had business customers in town. They could not find a car rental for the life of them. I had no idea there is a car rental shortage. I called here and was able to reserve a car within minutes. Could just have been lucky. We reserved it over the phone. We picked it up the next morning. I didn't think it was going to be that easy. For a small place they get busy. We followed the contract and returned at the appropriate time and date. Dropped off the keys and called it a day. He was very nice and asked how everything went. Seems like I will add this location to our list of auto rental vendors. I liked it because everything went smoothly and quickly. My clients had no complaints either. They were just happy to have a car because they also wanted to check out southern California while on business. Turns out this place offers unlimited mileage, too.

The dude was rude on the phone and it didn’t seem like he wanted my business.so I didn’t even go

One of the worst experiences in last 20 years of working with Avis. Booked the car, when there to pick up the car, I was given a car with different price and rate. When called and inquired, was told that it will be corrected upon return. Also, the car had a leak, and was told to return to to airport.
One of the worst customer service

Pretty.did not honestly check the car when the car was delivered to the guests, the gasoline was not full. When the car was returned, he said that the gasoline was full tank. So I spent extra mk Oney to fill out full of gas. Make us unhappy for rentals to Avis car. No next time. Not recommend.