Airport Van Rental has mixed reviews from customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and expensive.
You need to pay your vendors
Prepaid reservation was cancelled on a pretext and then was insulted by staff.
Very bad customer service , hidden charges and no refund policy , I have lost USD 1350 for renting a VAN from LAX airport , once you arrive to their office they ask for additional insurance which is almost double the price of your paid rental , they don’t refund . Stay away of them
I only have experience with the Las Vegas AVR. When booking online they don't mention their hours are 10am to 4pm every day! Was told there was a charge for after-hours. No idea how much, just very glad i paid for cancellable (48hr before pickup)You cannot phone them (You can but always an answering machine that has a full mailbox). Phoning reservations after booking online is hopeless, Such poor phone quality that you are guessing what they say, and such attitude from them. The chat person seemed nice but they only answer questions between 15 and 1/2 hour after you ask them. I don't have 3 hours to waste dealing with them.
Kisha was pleasant with the biggest smile she accommodated all of my needs
Great costumer service Kisha made my experience pleasurable!!
First and foremeost, I thank God that we did reach our destination and returned safely as well. However, I reserved a 15 passenger van and was told that it would be a new van. Upon arrival to the pickup location, we were greeted by the most rude individuals. It was approximately 3 PM and they kept telling us they were closing soon. The van they chose was a 10 passenger, NOT NEW and looked like it had been through a war zone. And the inside of the van was filfthy, the seats wer worn and torn covered with stains, the headrest was broken ans so much more! I could not believe that this was what I received for the $758. Regretfully,I was told that it was the only van available and because I had a church event planned, I had to accept. On their website they state "all our vehicles expertly maintained and hen you rent a van from Airport Van Rental, rest assured that you’re getting top-quality vehicles and the most dedicated services at the lowest possible prices." At the Atlanta location, this is far from the truth.
ELana was very helpful and professional, she share valuable information about our up coming trip. In December. ....
Hi, everyone who would like to read my review. I can't complain about the service. I was taken care of by Socoro . Nice customer service, very helpful, clean respectful, it's very important, that we still have nice people, who love what they doing. I will give it 5 STARS !!! WE LOVE TO COME TO LAS VEGAS !!! Definitely coming back.
I wish ZERO stars could happen. This place is the absolute worst. I rented an SUV one week prior to my trip. I got to the airport and there is no sign for them to stand by to get picked up. I called about 10 times and got a voicemail with a mailbox that was full before I got someone to answer the phone. When I finally spoke to someone she informed me that they only have 12 passenger vans left even though I had a reservation for an SUV. I attempted to call every other place and ended up calling about 10 different places that were all sold out. I attempted to call back and again it took about 30 minutes of calling over and over again. Finally they tell me that someone will be there in 10 minutes to pick me up. I waited 45 minutes before calling back again and still no one was there. I was then put on hold for a while and then I was told that they are all sold out of everything and cannot help me. So I was stuck at the Denver airport with no car and had to take an Uber that cost me $200 to get to my hotel. This place is terrible and I hope no one ever rents from them. They had zero people skills and even the customer service was rude and told me - well they didn’t charge you - oh well thank you for not charging me. I have never been more disgusted by a business in my life
The car was beat up on the inside and the outside. The car drove like a golf cart, which isn't ideal for a mountain vacation. I was very upset when the employee sold me a toll pass, which I believed I needed, and then once out on the roads the tolls were all closed. I was quoted $12/day for the toll pass and was charged $13.50/day. Biggest issue was when returning the car. They have very clear instruction on how to drop the car off after hours, however you are unable to follow the instructions. There is a phone number to call and the mailbox was full. You are suppose to leave the parking space and section on the voicemail, but the spaces are not marked. So I left a rental car, unlocked, with keys in it, at a park n fly which was scary as the policy states that any damage occurred to the vehicle while parked after hours was my responsibility.
They deserve ZERO stars. I book travel for a football team through our company, and try to get large vans whenever possible. I booked three 12-passenger vans six days ahead of travel time. While the agent (Alexander) seemed helpful, he had a thick accent and was difficult to understand, so I did as much of the transaction as possible in an online live chat that I got sent to my email in order to be able to verify details. There were a few times where the agent seemed impatient with my questions, in fact even said 'look at conversation above, I already told you,' but I put that down to English perhaps not being his first language. I paid a $1 deposit to hold the vans and then had them email me the paperwork to pay for all three up front on my credit card, which I did. Over the next few days, I tried to contact the company several ways, including email (no response), online chat (sometimes no response, other times a response but not very helpful), and phone calls (mostly no answer, once the hard-to-understand Alexander who assured me everything was in order and acted impatient with me for asking questions, and once an EXTREMELY RUDE woman who said she was 'only an office person, I can't help you' and when I said that I understood, and nicely requested to speak to a manager about my concerns, she said 'yeah, I'll have them call you,' and HUNG UP ON ME without getting my name or number). Today, the day my team is flying in and is due to pick up the rental vans, I received a call from a woman named Keisha (who sounds suspiciously like the rude woman from yesterday only in a better mood) who told me she's sorry but they overbooked so they are putting my group on STANDBY!!! I am appalled at this horrible customer service and told her to cancel our contracts and refund all payments immediately. This has been one of the worst companies I have ever dealt with in any capacity. I cannot say enough about how much stress and extra work this has created, trying to shuffle things around and now get vehicles rented at the last minute from other sources. My team is still on their flight and I haven't even been able to inform them of this nonsense yet because I am too busy trying to find other rentals. DO NOT USE THIS COMPANY. AVR is TERRIBLE.
Experience was poor. Van was not as I expected and a ton of hidden fees.
Lakreisha explains really well about the deposit.. thank u
Worst customer service, they offer contactless pick up options I asked for it when making my reservation, because we are traveling with 12 people(all but 3 are small children). Then was called and said I’d have to remake my reservation, so I did that (with a higher price because my initial booking price wasn’t available) and then was told I can pay it before I come because of my daily limit and now I’m told I can’t even do that. Of course now that we are three days from our vacation I can’t change or cancel without being charged. I should have stuck with enterprise or Avis like I always do!
GM Toby Holton of the Atlanta location is a horrible person he acted like he is running a criminal organization where he is the mob Boss. After I exposed him and his organization AVR to several government regulators including the The Attorney General office in Atlanta, I got my deposit back from them. That's when Mr Holton decided then put me on national no rental list (again, without any legal base accusation) just because he wished so or he can. It's kind of scary that a company like AVR will let Mr Holton control sensitive financial information like copy of your credit card ( Yes they made a copy of my credit card) and also my Driver's license, especially now with all the identity theft fraud going around. I will not trust this guy with that much information on their hands now, specially after I saw what they are capable of doing.
Always great customer service. Employees treat you with respect. Vans always clean.
With so many negative reviews, how can AVR ever have 49% excellent ratings??
STAY FAR AWAY FROM THIS COMPANY!!! YOU WILL BE SORRY IF YOU DEAL WITH THEM IN ANY WAY. Don’t just take my word for it, look at the other reviews here and on their Facebook page visitor posts. Not enough to discourage you? Check out their BBB rating. I wish I had this information before I dealt with them. Maybe this will keep someone else from making the mistake of dealing with this company.
The Worst!!!! This was the worst experience that I’ve ever had renting a vehicle. I reserved a 15 passenger van in Las Vegas for 5 days. When I arrived at the rental office, the lady there was less than thrilled to see me. She didn’t even acknowledge me as I waited. Whatever happened to good customer service? She tried to push expensive, and extra insurance on me. It got to the point that I had to call my agent on her day off to prove to her that I was covered. I guess my word wasn’t good enough. Although I rented a 15 passenger, I ended up with a 12 passenger van. I settled for that, but I wish that it was clean. The seats were so nasty , that we had to put plastic bags down to sit down. The seats were also torn and raggedy. It was very dirty. I also thought that most rentals start you off with a full tank of gas. Not in this case. It was below half. I went back in to complain and ask for a different vehicle. She stated that that was all that they had, and wasn’t apologetic at all. If it wasn’t peak season, and my family of 11 wasn’t depending on that for transportation, I would have left that work van right there. When I spend my hard earned money for something, I expect to be treated with respect. She didn’t even pretend to care. I will never ever rent from AVR Las Vegas again
Horrible service from start to finish. The front desk person was very disrespectful and made racist comments. The van was old and smelly. The tank was almost empty. The poor van almost doesn’t make it back because the engine was dying. The windshields didn’t work and made a squeaky sound. We came back to return the van and the same guy who rented it to us said he couldn’t gave us back the deposit. Lesson learned, never pay too cheap!! Is better the extra cost for good customer service and safety.
We had a good experience with AVR Dallas. We were honestly concerned when we booked and read the reviews. To be honest, we took a last minute flight and they were our only and cheapest option. We had to wait fir them to clean the van once we got there which wasn’t ideal, but the were friendly and accommodating. The van wasn’t beautiful but it got us where we needed to go so we were happy.
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