Airport Van Rental Reviews

You need to pay your vendors

We made a reservation for a car. The plane was late and when we got there the office was closed. Went there when they opened the next day and was told there was no car available. We honored our side of the contract but evidently AVR doesn’t feel the need to honor their side.

Prepaid reservation was cancelled on a pretext and then was insulted by staff.

Rental agency from Hell! They repeatedly emailed me the same directions for how to get picked up at the airport by calling a phone number. No one ever picked up! After an hour of waiting and trying to call them I finally got in touch with someone in the reservations department who sent me completely different directions! When I asked why I was repeatedly sent the wrong information the person on the phone couldn’t comprehend my question. I repeatedly asked to speak with a supervisor, but she wouldn’t get one. Once I arrived at their rental counter at the hotel they could have cared less that I had been at the airport for over an hour after landing. Surprise surprise when I asked to speak with their manager, they weren’t there. When I returned the car, guess what? The manager wasn’t there even though I had been told they would be. What a terrible company that treats customers like crap! Avoid these people at all cost!

Arrived at pickup point to call them at 12.04pm on a Sunday following delayed flight. Recorded message that they close at 12 on Sundays even though it’s an airport pick up. No sign of this on booking confirm. No reply to email asking for a partial refund. Terrible company, do not use,

Absolute poor service this company gives. Located in California near LAX (Manager Alisha and others) rude classless company to deal with. They gave than 48 hours notice to let us know that because we did not prepay for our rental they will have no vehicle available when arriving. Forcing us to re-rent last minute. Never use this company anywhere at all. Horrible company. Can’t make this garbage up. It’s like the Sienfeld skit.

The minute we arrived at Airport Van Rental on June 13th, to pick up our pre-booked van, our vacation plans screeched to a halt. There was no one there. We lugged our belongings from our rental car, expecting a quick handover, only to be met with a deserted office and a sinking feeling in my stomach. Then came the email - the one containing crucial locker access instructions, buried in my spam folder! Finally, after wrestling with a rusty key and locating the van, after transferring our luggage from our rental car to this van our relief was short-lived. The engine coughed, sputtered, and died. Two hours crawling around in the hot Las Vegas sun, with a screaming toddler in tow, trying to contact a company that didn't seem to exist, pushed us to the edge. The road side assistance that we had taken did not work either. We called the number on the back if the key for hours and only heard music.Defeated, we piled back into our friend's car, our dream vacation itinerary replaced by the nightmare of scrambling for extra hotel rooms and a looming Airbnb cancellation fee. We ended up booking 3 rooms in Las Vegas for the night, cancelled our Airbnb at the destination and made a Royal mess of the plans for our rest of our vacation. From that day onwards till date I have been trying to contact the manger of this amazing organization but no one responds. DO NOT RENT FROM THIS COMPANY. They appear cheap but they are not worth the hassle.

The worst service i have experienced. It is contactless facility in Phoenix. Finding the van was hassle at 1st, They never returned me my $200 deposit stating that gas tank was empty. This was not true. The Van was half tank when i took it & pictures were sent too. I filled the tank to same level before returning. They said that their agent says that tank was empty which i know is a lie. Stay away from these scammers

DO NOT RENT FROM THIS PLACE! Please save yourself the time & headache & spend a little bit more & rent from a regular car rental place. They take forever to pick you up from LAX. Then they bring you to the back of the four points Sheraton hotel to get your car. The same person that’s checking you is the same person running out there to get your vehicle. I paid for my reservation ahead of time on Priceline & when I checked in, the lady told me that they DO NOT rent without the additional $13.71 supplemental liability insurance. Even though my insurance covers rental cars. Mind you I did not rent a 12 or 15 person van. When I booked those before, I was told about my insurance not covering those transport vehicles. This time I only got a regular dodge minivan, and I was still charged an additional $68.55 for the SLI. What am I supposed to do when I’ve been waiting all this time to pick up my rental car, decline it & allow them to cancel my car reservation that was already paid for? It is the biggest scam & I should’ve read these reviews before renting from them. I have absolutely learned my lesson & will never rent from them again. I’m still disputing this extra charge with AVR. Do yourself a favor & rent with someone else who won’t scam you! Also the van was not cleaned at all. DO NOT RENT!

Horrible experience! I really wish I would have read reviews before booking via Kayak. First it took over a hour for the shuttle from the airport. Apparently they offer this service via the hotel the rental location is located in. Tried calling numerous times and no answer. Finally talked to someone who said 10 minutes, took another 40. Once we got there the car they gave us was dirty and had scratches and dings all over it. Check with your insurance company that they cover rentals. Because we were unsure we felt pressured to purchase theirs for additional $100. As soon as my husband started driving the car he told me it didn’t feel correct. We drove for about a hour, the car definitely was in need of serious repair. It was actually endangering our lives as it would not respond when you stepped on gas, and then would surge fast. Of course no answer on the way phone lines. We went all the back almost 1.5 hours at this point due to traffic. They really were not concerned, and only because we insisted on a new rental, they gave us one. Also acted like it was a big favor because upgraded. The new one was fine, although also dirty and damaged. The entire 9 day trip I felt unsettled if something was to happen what would we do. I wanted to return one day early, but of course was never able to talk to anyone. When we did return it, the lady didn’t Want to come out and inspect the car with us. We refused to leave until they did as we didn’t want to be charged for the damage that was already there. HORRIBLE company that had no issue putting our lives in danger, never apologized either

Almost a month later still waiting on a refund from a van I canceled over a week early. The two vans we did get one didn’t have AC and the other shook so bad it was hard to drive. Get getting the run around in a refund.

Service was terrible. Vehicle was dirty and the agent that helped me was very nasty. Ghetto!!!!

I prepaid for a van rental from AVR on 4/12/24 through Priceline online. At the same time I was paying for the van online, I also purchased the insurance that was offered. On 4/15/24 when I attempted to pick up the van, I was told that the insurance I purchased through Priceline was not valid and that I would need to purchase "their" insurance for $55/day. I told the agent that I did not want the insurance and that the contract did not state anywhere that I needed their specific insurance. When I asked her to show me in the contract where it stated that, she then changed her story indicating it was a Nevada law. I know this is not true. Since I had already prepaid for the van, I was told by the agent that I couldn't cancel and would lose my money if I didn't purchase their insurance because they would not give me the van until I had paid for their insurance. When I asked to speak to a manager I was told that I couldn't talk to anyone else. After nearly hour I finally gave in and gave her my credit card. I was charged $592.63 for a 7-day rental which is much more than the original $55 I was originally told. I never received any documentation indicating what was covered, etc. The business practices of Airport Van Rental are fraudulent, but it leaves the renter with no choice but to pay the fees.

This company is among the worst I have ever dealt with! I booked and paid for a van rental on March 19 for pickup on April 6. On March 29, I received a one-line email saying "Thank you [my name], your rental has been successfully cancelled." After an hour of calling anyone I could find (they do not make it easy to reach a human!), I was finally told by one of their agents that they had overbooked their vans and had to cancel my reservation, and that I would be refunded the $827.19 I had paid. It is now April 17 and I still have not received my refund. I called their customer service line and after another very long wait, I spoke with someone who claimed my refund had supposedly been issued on April 12. No explanation as to why it took them 2 weeks to do this, assuming they really did it at all. I never received any confirmation of the refund, nor does my credit card statement indicate that the money was refunded. I have filed a formal complaint with my credit card company and hope they can resolve the matter. This company has already caused me a massive inconvenience; here's hoping it doesn't become a costly one, as well.

Horrible. This is by far the worst experience I have ever had at renting a vehicle. We are trying to transport kids/parents for a robotics competition and have us picking up at the wrong location. They dont have a van where we are flying into and they won't refund our money!

I booked and paid for a 7-passenger minivan a month before I arrived. They told me they would reach out to me with specific directions a few days before I arrived. Never heard from them. On the morning of my flight to LAX, I finally called myself to determine how their process works. It was at THAT time they told me that they had no minivans, but they would put me in a 15 passenger full-sized van. I didn't want a full size van, but I had no choice since I was already at the airport. Maybe not a huge deal to drive a bus, but then they charged me MORE for the rental, and also INSISTED I had to buy special insurance because I was now driving a 'commercial vehicle'. What an absolute scam! They lied over and over to me, while being disgustingly rude while doing so. Never EVER will I again even think of going back, and I'll share my experience with everyone and anyone! Rent somewhere else if you wish to work with an honest, polite, and less expensive rental company!

I didn't like the long process to get the vehicle. I also didn't like the fact that the rental car did not come with a license plate on the car. Tried to get the company to get me a license plate but they did not. Only emailed me a paper. Especially in Atlanta, not having a license plate restricted us from parking in several areas of the city. I also didn't like all the additional fees that I was not made aware of until it was time to check the car out. Had to pay an extra $400-500 dollars without my prior knowledge. Having initially payed for the rental on Priceline, the original price compared to the price after the ridiculous amount of fees was astonishing. Also didn't like the return process. Had to drop the car off in an Airport garage and just leave the keys and ticket inside. Did not feel comfortable leaving the car unattended like that and not being sure if they were going to be able to find and retrieve the car in a timely manner.

A WEEK before our trip to Austin, Texas, Airport Van Rental CANCELED OUR VAN that WE HAD PREPAID. When I called, I was told they'd call back and they never did. Later, I called back and was on hold for 40 minutes. The next day, I called back and was directed to someone who was not the manager. This person refused to transfer me to the manager, Tupou Fifita. They did not try to secure another van. They did not move a van from another location. They did not connect us with another rental agency. They did *absolutely nothing* to try to fix things. We have 9 people and all the airport cars have been sold out in Austin for 2 MONTHS. There's simply not other airport options. I have no idea how our trip will continue given how incompetent and unhelpful they are.

Terrible customer service. Impossible to reach an actual person. Hours of operation are not clear. I do not recommend this company. The details: Our connecting flight was delayed which made us a day late for our rental. I tried calling the company to make sure we would still have our rental the following morning when we were due to arrive. I left a voicemail since there wasn't anyone to answer the phone. The next morning, I called first thing and also received the option to leave a message. Since I had done that the night before, I opted to send an email to make sure we had something in writing. At this point I was getting nervous that we wouldn't have a vehicle upon arrival. I called back a few times and was advised by the recording that there was "1" caller ahead of us. Finally, I thought - I would have a chance to speak with a real person and explain our situation and hopefully confirm our rental. After 55 minutes of holding (I have the screen shots!) I finally decided to rent with a different company. We paid much more than we needed to but we were stuck at that point. After a 10 day family vacation I forgot about the experience until we got home and I was catching up on emails and found the confirmation from them. There was never a call back or a return email from my attempts to reach them over 10 days ago. All that to say - I can not recommend this company. If I ever hear from them and there is an explanation to all of this madness, I am willing to update my review at that time.

Car reserved was not ready. Had to wait an hour. Finally offered us a car that was less than adequate. We were threatened by the manager and told to sit down and if we didn't like it we would have to wait another hour for them to clean out another car. Worse company I have ever dealt with. No customer service at this place and dishonest. Took two hours to get a car.