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January 2024 by Courtney Rosiak-Quinto
I wish I could leave zero stars. This is the second time Avis has practiced shady business with me, and I will NEVER rent from them again!We arrived on New years Day. A busy day, and I could tell the staff was beyond miserable. There was one representative who kept shouting at everyone to only have the drivers inside their tiny little office (which I do actually understand, and our party of 6 respected). This should have been the first red flag. When trying to sign the agreement, the touch screen on the terminal wasn't accepting my check boxes and signatures, and the person helping me kept telling me I wasn't actually signing properly. Plain and simple, the device needs to be replaced, and the representative needs to check their attitude. Second red flag. The car itself was okay. It's a rental, so I wasn't expecting a refined piece of equipment. However, we did find trash from a previous customer under the seats. Like good, thoughtful, and cooperative citizens we simple threw that trash out. We rented for 5 days, for 6 people. We drove from Kona to Volcano to Hilo back to Kona, seeing all the sights along the way. There were no issues during the time of rental. We filled up the car (because we never pre-pay for fuel), and the drop off was simple.Then as we are about to board the plane to the next island, I got an email for a claim. I had taken photos of all the dings and scratches from previous rentals, so I didn't think much of it, knowing it wasn't us who did anything. Upon looking at the claim after landing in Maui, I saw it was a claim was for 'excessive sand' and that we would be charged for an extra cleaning fee. (Photos from claim attached). This was ABSURD... there was a tiny bit of normal debris from the bottoms of shoes, but nothing "excessive"!!! If Avis doesn't want to vacuum their cars after a rental, they SHOULDN'T BE IN THE RENTAL INDUSTRY!!! What a cheap ploy for erroneous charges, and points to the unethical operations of this location. Clearly they DON'T clean their cars in between, given that we had to clean out trash from someone else.I have yet to be charged, but I was sent a email stating that I would be charged $125 for the cleaning. This is complete nonsense. It probably took someone no less than 10 minutes to vacuum out the mats. But the fact that I will even have to dispute this with Avis is a complete waste of time for BOTH of us. The hour I will spend with their employee, and all the other time used to even attempt to make a customer pay for this could have been used in another way to actually make Avis ethical money!STAY AWAY FROM THIS LOCATION, AND CONSIDER RENTING FROM A COMPANY THAT ISN'T SHADY!
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January 2024 by Elizabeth Martin
We had a horrible experience. 1) Had to wait an hour and 15 minutes for the car after checking in at the desk, leaving my toddler, mother and husband at the airport for 90 minutes. 2) the only greeting when we dropped off the car was a barked “where are the keys” no mention of condition of the car, check in on experience and 3) post drop off, I received an email claiming we’d left the car excessively dirty which was egregiously untrue. This resulted in a 30’minute chat session with customer support to rectify and a stressful end to our vacation. I won’t be using AVIS again, anywhere.
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January 2024 by Fernando Brunelli
Cheryl Beimes deserves 5 stars for trying her best to replace the car I choose. I preferred not to. She is great! Very professional and customer oriented. AVIS deserves 1 star for keeping a car in such a terrible condition in your current options. Come on AVIS, you have a name and reputation to preserve. Get newer cars urgently. For the price offered, I felt disrespected.
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January 2024 by Danny S
READ THIS IF YOU DON'T WANT TO GET CHARGED ON RETURN. I filled the tank just before returning the car and I was charged refueling fee of $18. Agent I spoke over the phone had no idea how and where this number was derived. Asked me for the address, time and exactly how much I paid to fill my tank. Thank God I had my receipt. This was such an annoyance over the phone for nearly 30 min. 1. Dishonest charging wishing customers won't notice. 2. They couldn't even send me an email confirming this conversation took place and asked to wait 1-2 days for me to check again to see refuel charge waived. Cars were already pretty beat up - driveable but had significant marks on front hood, front and back bumpers. Make sure to take pictures before you start driving. Thankfully, I wasn't charged for preexisting damages. And make sure to keep your receipt when filling the tank before returning your car. Otherwise easy pick up, easy drop off
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January 2024 by Nick Spence
First time in Hawaii, landed late after flying for over 24+ hours only to check in with a different car rental company(Hertz) which I had reserved in advance long story short. It was the most terrible rental experience I have ever had. It was late, stranded at the airport without a backup option, to tired and het lagged to even think straight. I literally walked over to Avis in hopes to find something that would suffice. Avis was a much better experience.I was pleasantly greeted by Ben as I walked in. It was a completely different atmosphere I just left. Not only did Ben greet me with the positive Hawaiian spirit I had heard so much about, he got me not an only a car but a better car then I previously had reserved…a convertible. I decided to write the review after my trip, I just finished my month in Hawaii, I have to say the start to the trip and the car completely changed my trip in the best way. The journey from almost being stranded for the night and taking a taxi across island to cruising in a convertible is something I will always remember.Ben literally saved our trip not only with doing his job properly but also with his he genuinely positive and helpful spirit. Thanks for everything. Avis was great.
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January 2024 by Matt LaPlante
First time renting with Avis and probably one of the worst rental experiences I've had all things considered.* The Preferred App was supposed to let us select a vehicle but we were assigned one with no input and the app would not let us change to a different one.* We had Preferred but we wasted probably 15-20 minutes in the wrong (not-Preferred) line. It turns out there are two different buildings, but there's no signage in the main building saying where to go for Preferred and nobody working that building directed people coming in. (The people working didn't seem very in a hurry to help anybody as far as I could tell.) I don't see how there isn't just a sign at the entrance saying PREFERRED NEXT DOOR.* The vehicle we were assigned was new, which sounds like a great thing, except it was so new nobody even bothered to take the shipping materials off of it. It was still covered in plastic. It was also still left in "Transport Mode" which we had to stop on the side of the road and Google on our phones to figure out how to disable ourselves. They clearly spent zero time prepping it to be driven by customers.* There was no agent working the line when dropping off the vehicles to direct traffic or leave keys with. The only worker present blatantly ignored my wife trying to speak to him. Avis' app says to return the keys to an agent, but you can't even follow those instructions with no agents working. Apparently this location just wants you to leave the keys in the car and hope nothing bad happens after you walk away.
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January 2024 by Rushi Patil
I usually never post any Negative Reviews but this one is an exception that I had to write this for the Avis Management at HQ to know. We rented a Jeep from the Airport and not after more than 50 miles it started an alert with Low Oil, I assumed it was first warning since we were at the Volcanic national park: we still pulled over and called their Customer Service and Manager none answered or even returned call. After multiple tries customer service connected us with Roadside assistance. Then the person on call helped us quickly to locate a Uber to send my family back to the hotel and also arranged for a tow truck. Unfortunately the tow truck guy was NOT Paid on time so he didn’t show up for 2 hours. Then I was sent text messages and assured that an alternate car will be ready for pickup at the Kilo Airport, thought my long day would be over…: NOPE I was again made to wait for 45 mins to get a replacement car. Thought this ends my review no wait.. when we went to return our car back at Kona Airport, I wanted to make sure I was not getting charged for towing so went to front desk. This gentleman was the rudest racist I ever encountered.: didn’t give me any information but was interrogating me as if I damaged the car and didn’t even tell me any information and was very rude in stating there is nothing he could do to check if I am getting charged.Question-1. why would you give anyone a car with 0% oil in it?2. Why is the roadside assistance so difficult and no one was taking ownership3. Customer service, needs training on handling customer when they have to answer distressed call.. don’t assume this is our daily life.
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December 2023 by S K
When I rented the vehicle and picked it up, there was a large amount of dirt/dust already inside the vehicle, as well as significant damage to the exterior bumpers (front and rear) along with side panels. I videotaped all the damage since there was no lot attendant to review the condition of the vehicle with me prior to my departure. I saw one other van next to mine but it appeared to be in almost equally poor condition, so I decided to proceed with what I was given. It was honestly in the poorest condition of any vehicle I have ever rented through Avis Preferred, or any other rental company. Upon my return, I pulled into the return lane and there was no one there to receive the vehicle. I went into the Preferred Avis office and was told by the attendant at the desk that if the keys were left inside, I'm fine to leave, and she would eventually send someone to inspect it. I instead decided to wait by the vehicle for several more minutes since I was concerned about the pre-existing damage that was present, and possibly being charged for that. An attendant finally approached the lane and I asked them to inspect the vehicle so I could go. The attendant told me that if the keys were inside, I was fine to leave, and that they would take care of it later. I explained there was significant existing damage to all the bumpers etc that I had videotaped before I left, but she was disinterested and told me that was fine. At this point I had waited a significant amount of time in an attempt to have someone review the condition of the vehicle with me present, but both the inside and outside Avis employees declined. Had they completed the inspection as I requested, I would have had ample time to vacuum any sand left over.The second disappointment (and somewhat fraudulent behaviour on behalf of the Avis employee) was that the photos that were taken of the inside showed several parking receipts laying on the floor boards. These receipts were NOT on the floor when I dropped off the vehicle, as they were actually laying in an exposed tray between the driver and passenger seats where I also left the keys. I did NOT litter ANY trash on to the floor of the vehicle at all, and this was obviously placed there as a prop and an attempt to make it look like I left the vehicle in a careless and dirty condition, which I did not. I would have thrown those receipts in a trash receptacle if it weren't for the fact that there were NO trash cans seen near the drop-off lane. After being shocked by the email I received regarding the condition of the vehicle (especially after how dirty the vehicle was when I picked it up originally) I found several instances in forums and online where MULTIPLE customers have had this same issue with this same Avis location. It appears to me to be an attempt to increase their revenue by making vehicles appear more dirty than they were received, and charging unsuspecting customers for exorbitant cleaning fees - even after their own employees refuse to inspect the vehicles while the customers are still present.I was contacted by the manager Cheryl who made no attempt to make the situation right, and failed to provide any comment on the employee throwing the papers on the floor to make the car look worse. Avoid this dishonest rental office.
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December 2023 by John
Very good experience, we were supposed to have a Kia Suv but they didn't have it in stock so we got upgraded with a very cool Dodge Charger for the same price. Quick shuttle in and out the airport, super clean car, awesome customer service for the guy in the shuttle and at the rental front desk. I recommend this company.Thank you.
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December 2023 by Teresa Curry
The place was packed, but it was Thanksgiving week. They definitely needed more help. It was a long wait to get a Jeep that had just been run through the wash but not cleaned out. There was some trash, stickiness, and something melted to the carpet. The most amazing person was the shuttle driver. That man is a rock star! So happy, kind, helpful, efficient. 5 stars for him!
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December 2023 by Andy Lin
Person at the rental office were all very nice, but the end product could be better.They provide shuttles to and from the airport. Coming out of the airport, cross the crosswalk to the median for the shuttle bus, and it's a short ride to the rental location. From there, there are two entrances, the one directly in front of you is for 'regular' members, and there is a 'preferred' entrance to the right.Gave a 2 star because you have to self document (videos/pictures) any damages on the car since they don't have a formal way to document it. And also when we drove out, we noticed the car was basically running on empty.We brought it back and after a bit of back and forth, they asked us to drive across the street to Budget to get our gas topped off. Easy enough, drive over, and the service people there was able to do it without problem, and we were on our way.The return was easy as well, drive in, stop at the return lane, clear out your self, go back to the front of the office and wait for the shuttle. Standard procedure, they ask you which airline, and take you there.
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December 2023 by Momo Vuyisich
Overall a good experience. Yes, we missed one full shuttle, so had to wait for another one. Yes, the line in the office was unnecessarily slow (what does a guy do for 10 min to issue a car?), but the rest was great. The car was great and the return was easy and fast. Thank you Avis for contributing to a great Hawaii vacation.
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December 2023 by Alisha Kamat
The service was poor because there was one person to serve 10-15 parties.Avis preferred vs normal didn’t have a separate line on one occasion.We rented a car which after 2 days showed low tire pressure. We filled some air and checked the next day - it was again low. Had to go back and swap cars. Glad we got a quick swap, but it was a hassle. When we went for the swap, the line for preferred was actually slower than regular.
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December 2023 by HBTif
recently rented a car here. turned it in 11/10. car was dirty to begin with and had electrical problems throughout and then get a letter in the mail saying they were charging $125 for excessive sand. got this car to go to the airport and get groceries. didn’t even take it to the beach. called customer service and they said they had photos and i asked to send them to me but said they were going to waive the charge as a courtesy. but im still annoyed because it was me in the car (suv) no children no beach toys. i know it was perfectly clean when i dropped it off. long time Avis preferred. extremely disappointed in this. now i have to remember to take photos anytime i drop off a car so i have something to show when i dispute a charge with my credit card company
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November 2023 by Brian Lee
My experience with Avis Kona airport was without a doubt the worst car rental experience I’ve ever had. Upon arriving to the airport there were no clear signs as to where we should wait. Somehow the shuttle driver scolded us for being confused and literally yelled at us for not waiting properly. Upon finally making it to Avis preferred I interacted with a lady who when my turn came after waiting in line, did not greet me by asking my name or check in info but just stared at me. I asked her if I could provide my name and she sarcastically obliged. She then retrieved my keys and told me where the car was. I asked about infant and child car seats, and they were somehow out of them. I asked for any help obtaining one and they said I was on my own. Upon getting into my car and trying to exit the property gate I was not given instructions on how to do so. So I had to park again and re enter the building, wait in line again to get a door code that was not provided as it should have been. It was only then that I was able to leave. Not only was the check in process with this Avis not great, it was upsetting. If you are a native of Hawaii who resents visitors/tourists I can understand that but maybe a car rental agency is not the best place to work. The experience made me not only never plan to use Avis again in the future but perhaps even look into alternatives like Turo.