1. The website was very difficult to navigate just to get a reservation. I wanted to drop off in Manassas, VA, but evidently that location is closed. The website didn't show it closed until I tried to confirm. The whole reservation process needs to be redesigned with a customer's actions in mind -- not what some web designer THINKS a customer's actions would be. For example, customers usually have flexible schedules, but website forces choosing exact hour at the beginning. But worst of all was incorrect website information.
2. Pick up: How many credit cards does a person need to have rejected before they're moved over and others waiting are processed. The woman in front of me had all her cards declined, then at least 2 more from a friend on the phone declined. Meanwhile, my time is ticking away.
3. The maintenance light came on halfway through my trip occluding the digital readout on the dash. No more indication of digital speed or how many miles left in the tank. Poor design by Toyota.
4. Drop off: What a nightmare. No after hours drop off at location I chose -- but that wasn't on my reservation notes. I called the Dulles, VA location and let the phone ring more than 40 times. (Yes, I counted.) No one ever answered even though I was calling during normal business hours. Next, I called the national Help Line and Avis wanted to charge me more than $150 even though I was taking it to a more popular location and leaving it a half day early. I can only hope they lost a rental because my car wasn't there.
5. The "check tire" light was on when I picked up the car. Maintenance isn't the customer's responsibility.
6. The car, drove like it needs an alignment. When cruise control is engaged and the road curves, the steering is jerky instead of smooth.
7. Finally, the additional undefined fees. You don't get to sell me insurance because I have USAA, so you added mystery fees of $103.40 (Concession Recovery ($38.48), Energy Recovery ($1.20), Other ($6.00), and Tax ($57.72)).
Edited 1/5/2021: Adding insult to injury, the $250 credit card hold they added to the rental price was doubled AFTER I returned the car. So I've not only paid nearly $500 to rent the car, BUT Avis has a SECOND $500 hold on my credit card, thus using nearly $1,000 of my credit for however long they decide they need it. read more
