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August 2025 by j reynoso
Corporate Members,
Please acknowledge the complaints presented via this review option, customers are not exaggerating about the issues going on at this specific location.
• Staff shows an unwelcome attitude.
• Delay process engaging in personal conversations while line fills up 1-2hrs long wait (nobody wants that).
• Do not honor reservations- having vehicles on site. If this is a corporate practice I suggest it needs a review.
It’s an airport, cares people come and go. While this is true, RIC is rather more business travel than a conventional airport; typically is the same people that come and go. Your customers are giving this location a poor score for valid reasons.
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August 2025 by Brendan
Absolutely terrible experience. They overbooked the cars, I ended up waiting over 3 hours for a car, and the only car they had available was a huge pickup truck (I rented a premium compact SUV). They did not adjust the price at checkout and had me call customer service instead. I returned the car 18 hours early and I ended up being charged for returning the car 3 hours late. I returned the truck with a full tank and they additionally charged me for refilling the tank. Customer service removed the late fee and the refill fee but they didn't provide any adjustment for providing me with the wrong car or for delivering the car 3 hours late.
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August 2025 by Angelo L (BeechTree Trail)
I rented a car from Avis Richmond Airport location on July 20,2025, as my car broke down midway home from northern VA to NC. As i was at the counter I was helped by Jamal, and during the entire process I made it clear I didn't want any of the add-ons as I have coverage for roadside and insurance. I made sure to tell Jamal that I didn't have my reading glasses with me and that I was trusting him with the paperwork and what I would be signing since I didn't have my reading glasses on me. Long story I found out when bill came that all the add-ons were added, so I opened a case with Avis and they offered me 50% on insurance and 30% on roadside re-imbursement. When my bill came the total was $4236.02 on a 5-day rental @ $138.57/day (mind you that's with all the add-ons I didn't ask for, and before the 50% insurance and 30% roadside assistance reimbursements they said they would take out), which should have only added up to $692.85. I responded to Avis multiple times over 2 weeks and no resolution. I finally called and got through and was told they would make the adjustments. Another week goes by without any movement; I called back and spoke to a supervisor and was told the refund was denied without any explanation. By now I'm fuming mad and I told them I don't even care anymore about the re-imbursement to the discounts they said they would give back, I just want the $3543.17 that was overcharged on my card put back to my account. So to add insult to injury, the supervisor I was speaking to on the phone said now my total was $1177.36 instead of the $692.85, they added the add-ons on top of the total even though they already added that on the onset of the contract, so now I'm being double charged for the add-ons I didn't even ask for in the first place. I asked the supervisor why the add-ons when that was already added to the original contract and he said all he can see is that the car was $138.57/day and has to add the add-ons. I vehemently objected to that but he told me that he cannot see the breakdown of what the airport location charged. I was flabbergasted that a computerized multi-national company doesn't have access to a locations invoicing system???
After all the back and forth I gave up, and went to my credit card company to file a dispute in hopes of getting my money back.
This is unbelievable!!! Never again will I book with Avis and will spread the word of this horrible experience and non-existent customer service.
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August 2025 by Alexandra Egan
Awful experience at this location, I’ve usually rented with enterprise with zero issues but my company portal automatically did at Avis. I showed up to my reservation and proceeded to wait an hour and a half to be helped. Zero sense of urgency or sympathy or any active communication from employees. Was told the 1.5 hour delay was due to having to ‘move cars from the storage lot to the garage’ which should be done PRIOR to a reservation not after. I had another 15 minute wait once I got to the garage. Next day I go to drop off, rushing to not miss my flight. The attendants in the garage were standing around directly nobody and chatting, so a group of cars we parked ourselves at the closest spots to the door. As I’m unpacking and going to walk to my gate I’m confronted by an Avis garage employee to move my car to which I told him I was running late and they would need to move it where they wanted it. He proceeded to get in my face, berate me for telling him to move it instead of asking? (Which it would be in the right place to begin with if he was doing his job when we all pulled up). I called customer service and found out after the fact they charged me double for the gas refill. Avoid this location at all costs. Horrible customer service, from the top down.
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August 2025 by J S
Still waiting to pickup car after an extremely long wait and employees moving at a snails pace. Flight was quicker and that was delayed😆
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August 2025 by John Blouw
Staff playing on phone while line of 30 customers waiting for vehicles to rent. Helps about 1 customer every 15 minutes before taking another phone break
Edit: this was just the line in the airport, once you get your papers you have to go to their garage and wait in another line that snakes it's way through the parking garage as employees zip in and out of spaces at 40 mph
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August 2025 by Dado Pavic
I paid for my rental weeks ago through my company portal.
I arrived today and was informed that the wait is 3 hours long due to a nascar event.
If anybody operated a business the way Avis runs theirs, they would be bankrupt.
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August 2025 by Petar Kražić
Having a reservation at this location doesn’t necessarily mean you will be served promptly. It doesn’t mean anything. Customers can be left waiting for up to two hours for a vehicle, as Avis and Budget here are either understaffed or frequently short on cars. This is a recurring issue, not a one time problem. As someone who lives and works in Richmond and has rented from this location many times, I have experienced this situation repeatedly.
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August 2025 by David Bisignano
Avoid this place at all cost. Had a reservation, check in was horrible. One guy working the desk with over 20 people in line. Then when we get to the counter they say they don't have a car. Smh. Do better and have some integrity Avis.
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August 2025 by david kay
Had a reservation for a car, and they told me I had a 4 hour wait to get it. There were people waiting since noon and didn't get a car until 6pm. Worst rental car service would not recommend
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August 2025 by Sylvia Kitterman
If this Avis is consistent about anything it's never having cars for their reservations. If you're unfortunate enough to have to rent a car from here start mentally and emotionally preparing to wait for at least an hour in the rental garage for your car to be ready. Whatever your current definition of disappointment is, be ready for the management of this location to redefine it. The counter staff are phenomenal though so at least they have that.
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July 2025 by Dave
I had a pretty decent experience with the actual on site car rental. My flight was in the evening and there was a short line. The budget rental service waved me over and I was in and out. I walked then to the garage, received the keys, and was on my way. Car was nice and only complaint was the inside of the windshield was dirty
Booking wasn't the best experience. I received a rate of around $180 on Avis website. I was prompted to create an account for additional savings. After doing so my new rate was about $60 more. I called the company 3 separate times explaining the situation to see if I could get the original rate. The first calls I was either hung on or disconnected. The third gentleman wasn't able to lower the price. I was going with a different rental agency when I found a great deal on a 3rd party site. They quoted me the original $180 for a better car.
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July 2025 by Heaven Butler
IF I COULD GIVE ZERO STARS I WOULD!!! First off my pickup time was at 2:30p, when I got there they said that my car isn’t ready and it was a TWO hour wait. I told the lady I would call Avis to check on my reservation so I could see if anything else could be done. I had waited for a hour and the lady said that since I said I was calling she didn’t write my name down so the TWO HOUR wait would start a hour after I had already waited. The customer service was terrible, especially from that big back named Gary, who told me ‘it was my fault and I needed to sit down and wait, I should’ve never walked off’. I have never been treated like this before. When I got the car it was dirty and I was told if I wanted another car I would have to wait another TWO HOURS. I would never book with Avis again. These people at this location are beyond entitled and unprofessional talking on the phone and having AirPods all in their ear.
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July 2025 by Lior Arviv
I’m an Avis Preferred member, and I received the worst customer service I have ever experienced. First, I waited almost two hours for a car past the scheduled pickup time. Then, I was given a vehicle that smelled bad, and when I asked for a different one, I was told I would have to wait again. The representative was rude and seemed uninterested in helping.
When I tried to extend the rental, I called five times a day throughout the week, but no one ever answered. Customer service via email told me I had to drive five hours round trip (2.5 each way) to extend the rental in person. When I arrived, I was told the person responsible for extensions was out of the office and that I would need to come back again.
This is the last time I will rent a car from Avis.
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July 2025 by Ian Lane
Dysfunction and incompetence. It's a wonder they are still operating. Avoid at all costs.
