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November 2023 by Michelle McDonald
Will never rent from them again. We pre paid and was due to pick up at 12. When we called for pick up from the airport the 1st lady was rude and said we called the wrong department. Then the department you call, you can only leave a voicemail. We left several and still no puck up. After waiting an hour we finally went with another company. This almost ruined our trip and left us stranded. If I could give no stars I would. Poor customer service!
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November 2023 by Jamie Mammen
I had to give 1 star. Truly the place deserves no stars. We had one of the worst experiences renting a pre-paid van from this facility. Jennifer, had continuously lied to us about times. She would tell us, " car will be ready soon," " the car is coming out now." However we waited for 3 hours passed our original time of pick-up. She never offered an apology to us and put blame on us. To top off this terrible experience with AVR rental, she provided us a car with expired license plates and a van with mechanical issues. We had taken pictures of everything. We also emailed, twittered and facebook messaged our concerns. We have not heard back. Not sure how this place is still open for business.
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October 2023 by John S.
Worst service ever! This company doesn't know what customer service is. They have set the standard to screw customers. Avoid the front desk at all cost. Google "Van Rental" and you will get dozens of better companies.They have dozens of bad reviews. They don't come without any reason.
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October 2023 by Stacy R.
Too bad i cant give this rental company zero stars. Do not rent with them under any condition. We waited 2.5 hours for a driver to pick us up. We were going to get an uber, but they kept insisting a driver was coming. When we finally got our vehicle, it was dirty and they didnt have any staff to clean it and said we would have to wait until the driver came back because he does the driving and cleaning. Go elsewhere for your rental vehicle.
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September 2023 by Anthony Hagh
Don't use this rental car. It is a fraud company. If they make a mistake, they avoid contacting a customer and do not give an answer. they have been avoiding contacting me for 3 months now.This fraud company does not refund although we could not use its van because of its system error.Jenifer, we talked already. You promised to reply. But you have not called yet. The reservation name was "Taeyong Lee".
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August 2023 by antonio Estoque
DO NOT UNDER ANY CIRCUMSTANCES EVEN THINK OF USING THIS COMPANY!!!!!My name is Antonio Estoque and I am an Executive Protection Agent that has worked for various high end clients and companies for several years and never have I encountered such a terrible Establishment in my entire life.On April 17th 2023, I was working for VIP clients from out of town and needed to procure a Large Ford Transit or Sprinter Van to transport 14 executives from signature air, to their various locations during their stay. I went through Priceline to make a reservation for a Ford Transit Van at a place called Airport Van Rental in Burlingame, not to far from SFO. When I arrived to pick up the vehicle they asked for a credit card "Just for damages" before I had even seen the Vehicle. I replied "I thought I booked the reservation through Priceline, so aren't they the company charging me?". The response from the representative was that the card would not be charged and it is only on file for damages that may occur when I had to vehicle in my possession. As asked, I gave them my credit card and signed the paperwork as they make you do before ever obtaining the vehicle.The Ford Transit Van finally arrived almost an hour later, because they said the were cleaning it and I was completely mortified. It smelled of cigarettes, stale coffee, and all of the seats were discolored and stained. I immediately called my supervisor on face time to show him the state that the van was in. We both quickly decided that the vehicle was substandard and would not be satisfactory for our clients. I explained to the front desk representative that the van was not going to work they tried to show me another van. The second van presented was a brand new Astro Van, however I explained to them that this was not what I ordered and again would not be satisfactory for my clients. The van was too small and would not fit my clients or their luggage. The Airport Van Rental Representative then tried to say that they don't guarantee exact vehicles to which I replied this isn't going to work then. I explained to her that I could be fired if I showed up with either of those vehicles and that I need to cancel. She then informed me that I would need to cancel through Priceline because they were the charging party that I made the reservation with. I called Priceline and canceled the reservation immediately with no issue. Priceline then called Airport Van Rental and informed them that the reservation had been canceled. At this point I was reassured that I would not be charged and that everything was canceled. I left the Airport Van Rental location in order to procure an adequate vehicle.A number of days later after we had finished the detail I notice a charge from Airport Van Rental in the amount of 1,067.27 I immediately call Airport Van Rental to speak with a representative. After being on hold for 37 minutes, I spoke to someone and explain the situation. I stated that I never even accepted the keys to the vehicle and that I was never supposed to even be charged for anything, and that my Priceline cancelled the reservation. That person did not have any authority to answer my questions or complaint and they were incredibly rude. I then asked to speak to the Manager. After another 25 minute wait, I finally spoke to the Manager who is even more atrocious and incredibly rude. She stated that they do not guarantee certain vehicles and they do not do refunds. I explained to her that I didn't even accept the vehicle or take the keys and that I wasn't even supposed to be charged because I didn't book the reservation through them. To my astonishment she said that there was nothing she could do for me and actually hung up on me. This is by far the worst establishment I have ever encountered and the most ridiculous blatant ripoff I've ever seen. They are literally trying to bully and steal money from people. I am now seeking legal council and preparing to sue. This kind of blatant bullying and disrespect should never be tolerated.
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August 2023 by Catherine LARVOL
Bad experience with additionnal charges (1700$) not expected and mentioned but claimed at the time we picked up the van. Quite old van with 140000 miles in poor conditions and not very clean. We do not recommend this agency.
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August 2023 by Patrick Wales-Dinan
They rented me a van that smelled like cigarette smoke and was filthy. The van also was destroyed and was basically unusable. Because there were no other options, I was forced to use this vehicle, and when I returned it, they did not bother to tell me that my ride to the airport would not actually take me to my terminal, but that it would take me to the rental car location which was incredibly unhelpful and almost caused me to miss my flight. Overall, it was one of the worst rental experiences of my life and I wouldn’t recommend it to anyone.
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August 2023 by Antonio E.
DO NOT UNDER ANY CIRCUMSTANCES EVEN THINK OF USING THIS COMPANY!!!!!My name is Antonio Estoque and I am an Executive Protection Agent that has worked for various high end clients and companies for several years and never have I encountered such a terrible Establishment in my entire life. On April 17th 2023, I was working for VIP clients from out of town and needed to procure a Large Ford Transit or Sprinter Van to transport 14 executives from signature air, to their various locations during their stay. I went through Priceline to make a reservation for a Ford Transit Van at a place called Airport Van Rental in Burlingame, not to far from SFO. When I arrived to pick up the vehicle they asked for a credit card "Just for damages" before I had even seen the Vehicle. I replied "I thought I booked the reservation through Priceline, so aren't they the company charging me?". The response from the representative was that the card would not be charged and it is only on file for damages that may occur when I had to vehicle in my possession. As asked, I gave them my credit card and signed the paperwork as they make you do before ever obtaining the vehicle. The Ford Transit Van finally arrived almost an hour later, because they said the were cleaning it and I was completely mortified. It smelled of cigarettes, stale coffee, and all of the seats were discolored and stained. I immediately called my supervisor on face time to show him the state that the van was in. We both quickly decided that the vehicle was substandard and would not be satisfactory for our clients. I explained to the front desk representative that the van was not going to work they tried to show me another van. The second van presented was a brand new Astro Van, however I explained to them that this was not what I ordered and again would not be satisfactory for my clients. The van was too small and would not fit my clients or their luggage. The Airport Van Rental Representative then tried to say that they don't guarantee exact vehicles to which I replied this isn't going to work then. I explained to her that I could be fired if I showed up with either of those vehicles and that I need to cancel. She then informed me that I would need to cancel through Priceline because they were the charging party that I made the reservation with. I called Priceline and canceled the reservation immediately with no issue. Priceline then called Airport Van Rental and informed them that the reservation had been canceled. At this point I was reassured that I would not be charged and that everything was canceled. I left the Airport Van Rental location in order to procure an adequate vehicle. A number of days later after we had finished the detail I notice a charge from Airport Van Rental in the amount of 1,067.27 I immediately call Airport Van Rental to speak with a representative. After being on hold for 37 minutes, I spoke to someone and explain the situation. I stated that I never even accepted the keys to the vehicle and that I was never supposed to even be charged for anything, and that my Priceline cancelled the reservation. That person did not have any authority to answer my questions or complaint and they were incredibly rude. I then asked to speak to the Manager. After another 25 minute wait, I finally spoke to the Manager who is even more atrocious and incredibly rude. She stated that they do not guarantee certain vehicles and they do not do refunds. I explained to her that I didn't even accept the vehicle or take the keys and that I wasn't even supposed to be charged because I didn't book the reservation through them. To my astonishment she said that there was nothing she could do for me and actually hung up on me. This is by far the worst establishment I have ever encountered and the most ridiculous blatant ripoff I've ever seen. They are literally trying to bully and steal money from people. I've still yet to receive my money back because they keep fighting it with my bank and stated that their contract says no refund
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June 2023 by Kent I.
So the Yelp reviews are a bit all over the place, lots of negative and some positive reviews. I was a bit nervous about renting from them, but it was honestly very smooth. We rented a minivan, it was pretty new and in terrific condition. The minivan was there on time and we no issues the entire time. Staff was minimal, but friendly. Again just our experience.
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June 2023 by Victoria A.
AVR is located south of SFO in a light industrial area typical of car rental offsites. The Yelp reviews were low enough, and the live-human phone support was so poor, that I felt the need to visit in person in advance, two days before my rental. They had plenty of 12-15 passenger vans, and they all looked like recent models. Two employees were working the service desks, with four parties trying to rent. I commented that I felt good seeing so many vans; she said "Oh, we can't use all of those." (And such began some interesting revelations about AVR that make this a 3-star review.) I made a reservation in person after waiting about 15minutes, but they did not want my money yet. Why? Because, they could not guarantee they would actually have a van ready for me, since on her computer she saw so many reservations for various sales channels.Her solution was for me to arrive 30minutes before opening on Saturday, to increase my chances. Which I did.At 8am the doors opened, but their internet connection did not. Only one employee was onsite to actually handle the prep of vehicles AND to go pick up people at the airport who wanted to rent. Without internet, they struggled to move forward with my transaction. But they did have a van for me. $200 per day, plus tons of fees as expected at any rental place, $290 total for one day. But it did the job for our graduation event. 90 minutes total onsite time on the day of rental.3 stars for employees who are doing their best with a business that seems to not have invested well in back office support and inventory.But if you are reading this, it's because you already know AVR has a monopoly: there's nowhere else on the peninsula to rent a big van. Business opportunity for someone.
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June 2023 by Stephen Puchkoff
I am bringing 9 members of my Family to see my daughter in CA.I found AVR via web and was greeted by what I feel was guest relations, named Rachel Barrientos who walked me thru any questions and booked my 12 passenger Van. I can now feel comfortable and move ahead with the other concerns. All correspondence was documented and sent to me via email where I can revisit what procedure's were explained for pickup and drop off.Thank you very much.
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April 2023 by T More
Customer service was great. Friendly staff. I used the "after hours pick up process". Had to Uber to the van location and follow provided instructions. The process was pretty seamless. The only problem with the "after hours process" is you can't inspect the van first. The van I was issued was well used. It was dented and had high mileage on the OD. I was hoping for something newer considering most rental car agencies offer newer vehicles. To be fair, AVR has newer vans on the lot. I guess I got the last van on the lot considering I picked up late. I probably got issued the van all the in-person customers rejected...lol!! With that said, the van wasn't very pretty but WAS mechanically sound. The van did what I needed it to do. We traveled around San Francisco and then drove to Sequoia National Forest. Around, down and back without issues. I would definitely rent here again. Albeit, I would try to inspect the van first before renting. Thank you Ms. Jennifer and the staff at AVR. I appreciate your customer service.
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March 2023 by Kevin K. H
We have called the company twice before the pickup day and asked for vehicle condition, year and mileage. We were told we will get something around 2020 or newer. Instead of Ford Transit, they tried to give us Chevy the year 2018 and the mileage over 100k. Seats condition were really bad and there was no luggage space at the back. We decided to see the car before the signing, she told us to be quick, my car will leave if you want to go back to the airport. They showed us the car and we didn't like it. Then she said their car left. There were 8 people. She forced us to call uber. When we refused, she said she called us 2 Uber vehicles. Instead, only one car came after waiting about 20-25 min. There were many available cars in the parking lot. Stay away from this company. They show low prices online but their car isn't worth renting. While there were tons of cars at the parking lot, she brought just one of the worst so we refused to rent as we were going to make a long trip. Customer service people in the office were also not friendly.I forgot to mention, their shuttle service is terrible. We waited a long time to pick up plus they stopped giving shuttle service back to the airport in mid week. (Or they lied).
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March 2023 by Matthew Higgins
We booked a minivan here about 10 days before the planned pick up. Arrived at the office at 5 o’clock on a Saturday not knowing that it was closed. While I was trying to figure out how to get in touch with someone from AVR I noticed an email from them saying that they needed additional information to process the rental. This email was sent 3 hours before closing. Nobody from AVR called me. I had no way of retrieving my van when I arrived and no way of transporting my family from the airport. So to recap: 1. AVR had this reservation for over a week. 2 Upon seeing the need for more information to set up an after hours pickup AVR sent me a single email 3 hours before they closed and did NO FURTHER FOLLOWUP to make sure things were handled. 3. I arrive to a locked office, a 4 hour old email, no missed calls, and no way to drive my family out of SFO.
