AVIS car rental with AARP discount was a total mess

[KatherineE437702]

I rented a car from Avis using an AARP discount and prepaid for the reservation. When I arrived at my destination, AVIS had NO cars available. After waiting an hour for a car, we gave up. We were told we had 24 hours from the time of our reservation to pick up a car. We paid Lyft $25 for a ride to hotel.

The next morning, much less than 24 hours from our reservation time, we returned to the airport. Again, Avis had no cars. They told us it would be at least an hour before any were available. After waiting for a long time, I went over to the National counter, rented a car from them, and left. 

I then canceled my prepaid reservation. I received a notice that my $373 payment would not be refunded because I had not canceled it timely. I spent an inordinate time on the phone with customer service, and was finally told my payment would be refunded. I received an e-mail saying the refund to my credit card would be made within 3-5 working days. More time than that has passed and as of today, I still do not have my refund.

I e-mailed Avis customer service and was told my issue is now being reviewed by a different team and I should expect a refund within 7 MORE working days.

This is absurd and unacceptable. I would discourage all AARP members not to rent from Avis, even if they get the AARP discount rate. And AARP should come down hard on Avis for its total lack of reasonable customer service.

AARP member
California

[AARPConsumerCare]

Thank you for your membership and for letting us know about this, @KatherineE437702. I'm sorry to hear about your experience with Avis and the issue with your refund. We are listening and would like the chance to help as soon as possible. Please send me a private message or reach out via chat, text, or call us to speak with a representative who can get you in touch with our Member Relations team. Here you can find our contact information: https://aarp.info/3epCObA -Diana G.

[KatherineE437702]

Incidentally, I didn't see this reply until today, August 10, when I came back to check on my post. _Katherine

[KatherineE437702 · Accepted solution]

Thank you, Diana. I did eventually get AARP to refund my money. Not sure how, exactly, but maybe cc'ing the CEO on an e-mail and referencing making comments here did the trick. 

[SereneSeagull]

Excellent way to achieve that.  Avis never seems to have enough cars it seems at many places.  The cleaning turnaround time tends to be lacking, in order for them to spit out an available car.  Unfortunately

[AARPConsumerCare]

I'm glad to hear you received the refund, @KatherineE437702. Thank you for the update! - Diana G.

[VictoriaT530850]

I had a terrible expereince at Avis ICT airport. They subbed a hulking minivan that gets only 19 mpg city for the compact I had reserved. They said they NEVER have compacts on the lot at that location, even though they rent them on their website. This is some sort of false advertising and may be illegal. 
I brought the car back the next day to exchange for a sedan. They told me there was a bad dent in the back and I was going to have to pay. Luckily I had photographed some paint chips, and the dent showed up in the photo and got me off the hook. I wonder if it’s a scam, where they charge for the same dent over and over to every customer who rents that van. I asked why the detailers didn’t point out the dent, and they had no answer. 
This is the worst rental car experience of my life. I will never rent from Avis again. I’m asking that AARP drop their affiliation with Avis.

[SereneSeagull]

I’ve stopped renting at the airports for car rentals.  Almost always an off-site place that has the car you rented, and is cheaper on rates, and nicer staff.  Take an uber from airport to the off-site rental company.