Avis Car Rental — Attraction in Columbus

Rented from this CMH airport location on a recent business trip, and had one of the worst rental experiences of my life. I don't write reviews often, but this one is noteworthy, so I will go in depth. As if it makes any difference I am also a 'preferred' member, something which you will see does not matter.

--When attempting to pick up my car, it took them 30 minutes to get me a car, while 5 people were able to work with the second associate to complete their check ins and get their cars (mine was reserved ahead of time as well). Also notable was that my co-worker (first time using Avis) was given an upgrade for free while I did not get one. Not a big deal, but ended up being significant when 6 inches of snow fell the next day and they had an SUV to my Malibu.

--When I finally went to get in my car, found it was parked literally 8 inches from another one on the driver's side. Wasn't planning on climbing over the center console in a suit, so went back to let them know.

--Waited another 5 minutes in 10 degree weather at the quick-pick station for them to get me another car that wasn't parked in.

--New car has a strong smell of cigarette smoke on the interior, but I'm already late for my client meetings, so I pull away regardless.

--I got stopped at the gate because my paperwork doesn't match this car and spend another 5 minutes there.

--On the way to return the vehicle after 2 days have to drive through snow/slush (as expected in CBus), find washer fluid is empty after trying to wipe away dirty slush. Luckily only have a slow drive on side road to airport otherwise this would have been a legitimate safety concern on the highway.

--Topped up the tank and only had to put in less than 2 gallons including hitting the gas pump a tiny bit more after it clicked to make sure it was full.

--Upon arrival, check-in person scans my car and gives me a receipt. I ask if she needs to check inside the car and she says no.

--Turns out the check in person MADE UP FRAUDULENT the gas level to say we didn't fill it and charged me $13/gallon to 'fill it' (note it was already full as previously explained).

--Check in person also MADE UP FRAUDULENT mileage (as again, she did not check the odometer/gas level). This seems insignificant since I was on an unlimited mileage plan, but I feel at risk now in case there is damage done to the car while someone else drives the car within the mileage range I supposedly drove. This was a very short trip, so I remember every single time I drove the car. Combined mileage I drove with a 20% buffer added on to be conservative is 60 miles. They recorded that I 'drove' 90 miles. Reporting this and fuel part to BBB.

--While still in the airport I discovered the fraudulent charges and called Avis customer service. Explained the situation and that I still have time to go back and prove the car has gas/lower mileage. Person on the phone requires me to give the name of the gas station I used, how many gallons I put in, the cost per gallon, and total cost. Luckily I kept the receipt for $4.95 (which I am not required to by work), or I wouldn't have had this information handy and potentially would have been refused refund. Since when is a customer with a long history assumed guilty until they can provide the exact specifications of their gas refill??? Especially when you are the ones who are trying to DEFRAUD them? This place is insane!

I just wanted a business trip with no hiccups and unfortunately found the exact opposite. Everything about my Avis experience here was terrible and I do not plan...

My Frustrating Experience at Avis Car Rental – Columbus International Airport

I recently had a highly frustrating experience with Avis at Columbus International Airport that exposed serious gaps in their customer service and lost and found process.

I returned my rental car at 9:30 a.m. and left the premises, thinking everything was fine—until I got home and realized I had left my work phone in the car. Unable to log into work without that phone since it had all the token passes I need as our corporate computes are segmented at every stage and I need MFA to log in.

Naturally, I tried calling Avis at the Columbus international airport immediately, but every call was routed to a general business center somewhere in the U.S. There was no way to speak directly with someone at the Avis car rental location at Columbus airport desk. After multiple attempts and over eight calls, I was told to file a lost and found claim online—a process I knew would likely lead nowhere.

Frustrated, I decided to try a different approach and called another Avis location in Columbus. That’s when I spoke with Shamika, who was genuinely helpful. She took my reference code and reached out to upper management at the Columbus airport location. Whole on the phone with her I drove back there myself urgently. As I got to the second floor where I dropped the vehicle .It became clear why getting through had been impossible—either the staff didn’t care to pick up the phone, or the system was designed to block direct contact.

Ultimately, I it’s frustrating I had to leave work and drive back to the airport to speak to someone without any knowledge if they had the phone or not . When I arrived, I stood in front of an Avis employee at the desk on the second floor. She was glued to her laptop, ignoring me for a full six minutes. Frustrated, I gave up and started looking for someone else. Thankfully, I found one of their staff who cleaned and was parking and maintaining the vehicle on the lot- same vehicle I had just returned , who was kind enough to inform me that my phone had been found and turned into management.

When I returned to the front desk, I had to wait again while the agent casually chatted with her coworker. When I finally interrupted to explain that I urgently needed my phone for work, the agent had the audacity to tell me to “be patient”—despite the fact that I had already wasted a considerable amount of time waiting for her queuing up.

This experience highlighted some major issues with Avis’s operations at Columbus International Airport: No direct line to the local desk – It’s unacceptable that there’s no way to contact the actual airport location directly. Poor customer engagement – Staff seemed disengaged and uninterested in helping customers.Doesnt take much to smile and be friendly ?? Inefficient lost and found process – Lost items should be handled immediately by staff who check the cars, and customers should receive timely communication. Lack of urgency and professionalism – A customer needing help with a lost phone shouldn’t have to deal with delays and attitude from staff.

I was returned my phone with no checking my ID or signature to verify I had taken that phone ! What if it was the wrong phone I had picked up? What was so had to ask me to provide a PIN and then an Avis employee opens the phone and it is handed to me ! Some form of check is needed

Avis needs to seriously rethink how they handle customer service and lost items. A direct line to the airport location, better-trained staff, and a more efficient lost and found process would go a long way in improving the customer experience. This was completely avoidable—and...

I normally never rent from Avis and now I know why. You're likely to get an outpouring of negative feedback from this specific day, Monday, November 14th, 2022 at the Columbus, OH airport (CMH). All other carriers were booked (I am a National Executive member) and the line at Avis around 3:00pm was over 20 customers long.

There were two Avis team members to check folks out, the average time to process a customer was close to 10 minutes and each of the team members took a 15+ minute break while the line grew longer and longer. The "pre check in" feature of adding your driver's license and telephone # did not work (many in line including me tried) so the processing of customers took even longer. There was limited communication from the Avis staff to the increasing frustrated (and loud) line of customers.

Many of the travelers, including me, were in town on business and appeared to be frequent travelers and anyone who has traveled extensively "post-COVID" understands the staffing challenges, supply chain issues, demand issues, etc. that can impact a travel experience like renting a car. This was not that - it felt like malicious compliance on the part of the team members (particularly the older gentleman who appeared to be the lead/manager) to close up shop without warning and take a break while customers waited. Again, people are understanding of federally required breaks but the optics of this were just a bridge too far for an angry crowd of people.

The final check out procedure via QR code exiting the garage was also problematic and was not well communicated by the Avis staff at checkout - thankfully the gentleman working the gate was able to help me download what I needed to because the text link wasn't working and I managed to get out with a car ~ 110 minutes after queuing up in line.

Upon returning the car later in the week, there were no staff to take the keys, inspect the car/check the mileage, provide a receipt, etc. Just flying blind and dropping off a car hoping that it all works out and that I would get a receipt eventually so it could be expensed. I just got that receipt ~ 6 days later via email and was prompted to share my opinion about the rental so here we are. Bar none, the worst car rental experience I've ever had and one of the worst travel experiences in recent memory. I'll be Ubering or possibly hitchhiking in the future to avoid Avis at CMH.

The...