matt Reviewed on Jul 29, 2019, 9:00 PM
The car I got rattled violently when it got up to highway speeds. Not very pleasant especially with my two small children in the car with me. When I tried to contact Avis about it, none of the local Avis offices picked up their phones. When I called the general customer service number, I got bounced around to sales agents who were only able to tell me that none of the local locations had comparable cars and advised that I get back in the unsafe car and drive back to the airport where I picked it up. When I told them I didn't think that was a good idea they transferred me to emergency roadside assistance who said I could wait around for two hours and someone would come by and pick up the car, but couldn't tell me anything about getting a new car. When I told them I wasn't able to wait around for two hours they suggested I call back when I am able to wait and in the meantime they will work on finding a replacement car. I take care of what I needed to and called back later only to find that the emergency roadside assistance line now had a prolonged hold time. I was on hold with EMERGENCY roadside assistance for almost an hour. I also tried contacting customer service again while on hold, and again got bounced around to agents trying to rent me cars instead or resolving this issues and they all seemed anxious to transfer me to someone else, which usually just ended up being the same phone tree when they claimed they were transferring me to a direct number. At a certain point I got fed up I got back in the car, with out my kids, and hobbled back to the airport, while still on hold with EMERGENCY roadside assistance. I basically got back to the airport, 30 minutes away, when an agent finally picked up. She seemed shocked at everything I described to her and had little to offer since I was basically back at the airport again. She suggested I return it and hope there is a comparable car available. We were given a slightly bigger car which seemed fit for driving. Didn't have any real problems with the new car. Returned it as arranged when we made the booking, but the Avis desk at the return airport opened after my flight takes off. They had an overnight key dropoff and so I put the key there. Two days later, my credit card gets charged for the rental, but the following day I get an automated phone call saying I need to extend the rental because I haven't returned the car and that I have to call them back to do that. I do call back to try to figure out what is going on only to get an automated message saying what the business hours were, but that I would have to leave a message even though I was calling during business hours. They when I get transferred to the voicemail, I am told I can't leave a message because the voicemail is full. I called general customer service again to try to figure out what is going on and they said it could take 3-5 days to process the car return. So why are they calling to say the car isn't returned if they know their system takes 3-5 days to process? Not sure what is wrong with Avis, but they clearly have some systems issues at multiple levels, the worst of which is how they let a car off their lot is not roadworthy and how can they leave people calling the EMERGENCY roadside assistance number waiting on hold for so long.
Barb Reviewed on Jun 25, 2019, 5:55 PM
We had no problems with picking up or dropping off car at Cleveland Hopkins Airport. The girl at desk was very friendly and dropping off very easy.
Jerry Reviewed on Feb 25, 2019, 8:51 PM
I had a mixed experience at this site. The people were friendly, kind and helpful. Pick up was less than 10 minutes. Return was not easy as it was not explained that no one would be there when I returned the car before 5:00 am. The lot was dark. Difficult to navigate and no one to assist in drop off. I seriously don’t know if it was ever checked in. I was almost late for my flight trying to get some assistance. I had to ask the attendant next door at National to guide me.