Avis has received many complaints concerning their toll free customer service. Complaints range from customers not receiving the car they ordered to shoddy customer service via on-site rental locations in conjunction with their toll free customer service. One issue seems to be that if you rent a specific model rental car and that car is not available upon arrival, you will be offered a car in the same class. Albeit, not the exact car you were promised but, a model of the same caliber.

However, when it comes to renting a car, customers seek specific models based upon comfort and amenities. A Cadillac CTS is more comfortable than other cars in the same class. In addition, specific models offer better gas mileage than others. Whether you confirm the make and model car through the Avis website or through the Avis toll free number, you should also call the rental location to ensure you will indeed receive the make and model car you requested.

Alamo and Budget appear to follow the same rule of thumb - if the make and model you requested is not available, a substitute in the rental car class may be offered. However, Budget and Alamo appear to have more of what they "promise" in-stock as opposed to Avis.

The following are the most recent Avis comments received.

I made my Avis reservation using the toll free number. I confirmed a Cadillac CTS on the phone. When I arrived in las Vegas, I got to the counter and was told my car was waiting in the lot. Walked upstairs to the lot and looked for the car I rented and it was nowhere to be found. I was told to just pick any luxury car in the same class. I explained to a dozen+ people working for Avis that I wanted the car I ordered. It was not available but, could wait for one to come in later in the day. I called the toll free number for a third time and tried to get the car I ordered. I was told it was not available. I asked "why rent a car you don't have?" reply, "just pick another car in the same class". I was told, we rented you the category of car not, the exact car you ordered. I walked out of their garage, canceled the rental and went to Alamo instead.
Rick T. - Houston, Texas

Avis toll free number offers little help in the wake of a problem. They will refer you to their counter terminal at the airport who in turn, will tell you there's nothing they can do. I was told to call the 800 number, did so and still received no help.
Joan Fronier - Toronto

Requested a nonsmoking car through the Avis website and also confirmed my reservation through the toll free number. When I picked up my rental, it smelled like an ashtray! There were even ashes left in the ashtray. Called Avis toll free from my cell and was told no rental in the class I requested was available and would have to wait at the terminal. I waited for 90 minutes and finally a car arrived which was acceptable.
Joe Chambers - New York

Avis has screwed my reservation so many times through their website and toll free number reservations center that I will never use them again. They're expensive, accept reservations for cars they don't have and offer every excuse in the book without really going out of their way to solve the problem.
Charles W.

I would say that Avis customer service is lacking, especially at their airport terminal locations. If you have a problem, you can call the toll free number however, you don't receive satisfaction from their toll free reps. They will refer you back to the rental location to resolve your problem.
Brent T.

I use Avis all of the time and have not really been dissatisfied with their customer service (overall). I will say that the people servicing the toll-free number seem to have little knowledge of what's available at the rental location. I have had a few instances when the toll free customer service rep has told me there is no guarantee I would receive the exact make and model I rented.
Lizbeth Chambers

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