Road Trip Across the Western US

The waiting time was a bit long. After the staff explained clearly, they asked if I wanted to add extra insurance for vehicle damage or key loss. Since I had already chosen the highest coverage when booking, I did not add any additional insurance. There was a small incident when picking up the car. My original order was for a Toyota RAV4 or a similar model, but at the counter, they offered us a JEEP pickup, which we agreed to. However, when we went to the parking lot, due to a mistake by the rental company, another customer was already in the car. The staff then arranged a large Ford seven-seater SUV for us. It was comfortable to drive, but the fuel consumption was quite high.

No staff accompanied to inspect the car. The car they gave me showed 'engine oil change soon' on the dashboard halfway through the trip. I wasted a lot of time and gas trying to contact Avis, but got no response. Customer service didn't answer, they only took calls for new bookings.

Very satisfied. Arrived at 2 AM and got a free upgrade to an SUV.

The staff was friendly and provided detailed and accurate explanations. The service was efficient.

It's necessary to explain this in detail. When picking up the car, due to schedule changes, I arrived at the store the night before the reserved date. The clerk told me the convertible Mustang I reserved was unavailable. I said it's fine to switch to a hardtop Mustang and asked if the price was the same. The clerk assured me it was. I also asked if picking up the car that night would change the price compared to picking it up the next morning. The clerk said the car would be charged based on the actual rental days, so if it's still three days, the price remains the same. He kept telling me the prices were the same and that there were no additional charges or extra insurance, just the pre-selected insurance from the reservation. He guided me to sign the paperwork. However, when I returned the car, they charged me over $170 more, nearly 60% extra. I immediately questioned the clerk onsite, and she said she couldn't explain it. She said it should match the prepaid amount and didn't know why it was extra, telling me to contact customer service (which, absurdly, is not 24/7 but only during weekday office hours). Since it was a weekend, and I was flying back to my country on Monday, I directly contacted the car rental platform to handle it for me. After some arguing and evasion by AVIS, they agreed to refund a portion of the extra charge. In the end, I just want to say that AVIS has issues with their process and service (my friends in the US also mentioned this company has a terrible reputation there). They assured me there would be no extra charges, without ever showing any additional fees, and then they simply deducted the amount, saying, 'You signed the paper.' The car rental platform's handling and attitude towards this issue were trustworthy, even though I didn’t get a full refund, they were very supportive. I strongly suggest not renting from AVIS.