Avis Car Rental — Local services in Castle Rock

We headed out to Colorado from Texas on a Saturday afternoon. We made it to the middle of New Mexico when the oil life warning light came on indicating that only 5% oil life remained in the 2018 Chevy Malibu. It’s midnight, we’re in the middle of nowhere, roadside assistance can’t come to us, the oil the vehicle needed they didn’t have at the one truck stop in town so we had to call roadside assistance TWICE! The Avis in Texas should’ve done a better job at ensuring that the rental was ready for us. We finally make it to Colorado Springs & find no rentals available to make the switch but the Avis Castle Rock location said they had something for us so we made the drive. They gave us a van which was perfect for us since we were traveling with luggage but you could clearly see that it had just been dropped off. Fast food restaurant napkins were in the front, the vehicle was dirty & not vacuumed, personal items were still in the glove compartment (I found some glasses & turned them in to Avis). Well, that car only lasted us 2 days because it started overheating. This is now our 2nd rental & we had to make another visit to an Avis to switch the van to a another vehicle that could last us the rest of the week & the drive back to Texas. Here we are ready to drop off the rental in Texas & we find out that the Castle Rock location charged us a $40 cleaning fee for a rental we had less than a day!!! As if we weren’t already frustrated from all the trouble Avis put us thru, Avis Castle Rock made sure to give us an even better feeling at the end of our trip. Our Avis experience has been a nightmare!! IF I ever book with them, I’ll make sure to do a walk through with them by my side...

Don’t rent a car from Avis Castle Rock. I’ve used this location for years, but it’s now under new management. I reserved a car 2 weeks ago (which I had pre-paid) and when I went to pick it up yesterday the manager told me they didn’t have any cars because “Denver” took them all away. I asked him why he allowed “Denver” to take all his cars when he knew he had a reserved car for the next day. No answer. I had been standing behind another customer who just completed a rental. Where did that car come from? No answer. He said he tried to call me the previous evening, but he didn’t leave a message (not that it would have done me any good at that point). He never apologized and couldn’t have cared less that he put me in a huge bind. Because it was Sunday, all the other car rental companies in the area were closing in an hour. He refused to give me any assistance, or to try to call the other branches or to rent me a car if one was returned (which happened while I was still there). When I started to get angry he told me to never come back. Don’t worry buddy, I won’t and I hope everyone who reads this doesn’t either. Be aware, just because you make a reservation and pay for it, doesn’t mean you’ll be getting a car when...

Avoid this rental location at all costs. I have rented here so many times and mainly because it was always cheaper than the Avis/Budget in Highlands Ranch and DTC Greenwood Village. Last 2 times now I showed up to pick up my rental at a designated time and been told they had no vehicle. Always some lame excuse that rentals have been extended or people returned damaged vehicles. This is after $20-30 Uber fee I incurred both times to get here. The first time when I asked for complimentary upgrade to the next class vehicle (I had intermediate SUV and asked to standard SUV which was only $35 extra when I was renting it), the guy refused. This time they had a full SUV and I had a Budget complimentary upgrade special and I was told they won’t upgrade because they’re “not corporate” and don’t honor those upgrades! Nowhere on Budget/Avis website or emails it says that the complimentary upgrade is only for corporate owned rental locations and not for independent franchisees. The 2 guys who work at this location have no customer service skills whatsoever, they don’t have any common sense or willingness to provide customer service esp to those who rent here at least 6-7...