These events occurred in June 2025. I rented a car for a week from Avis at the SJU airport and had issues from the start. 1) Arrived to the airport and got luggage around roughly midnight. At time of booking, website asked what time the flight was arriving and had booked "Avis Preferred". Regardless, the rental was not ready upon arrival. Also at that time, there was one Avis representative working the counter with four customers awaiting service. This is customary for Avis at this location to have one rep working at that time. After waiting at least an hour, I received my rental 2) Upon arriving to my destination in Cabo Rojo (2+ hours from the airport) and clearing out the luggage from the vehicle, I noticed several roaches in the cup holders and underneath the vents in the front of the car. I didn't notice them while driving since the interior of the car was black and I had been driving in the dark, but basically as soon as I parked the car, the roaches were out and about all over the vehicle 3) Hours later that same day, I continued to see roaches in various areas of the vehicle (underneath the front seats, underneath the car radio and re-entering the vents under the front windshield. I called the Avis location at the SJU airport. I informed them of the issue with roaches and was informed that if I was desperate to return the car, I could drive the car back or get it returned by a tow service, but was not guaranteed a replacement vehicle. I was also told that I could not return the car to a closer Avis location, but only to the location at the SJU airport 4) I decided to use "fogger" pesticide cans to treat the problem. I used a fogger the next night and the following day, there were over ten roaches dead and more dying in the vehicle. This made me feel confident that the car was "roach-free" 5) I drove the car the following day and during the drive, the check engine light came on and and the car notified me that it was using less power in the engine. I called the Avis SJU location to re-inform them of the roach issue and now about the mechanical problem, but there was no sense of urgency to make a customer happy. I again was informed that I can either drive the car myself to return it or have it towed and ride back to Avis with the tow truck, but was not guaranteed a replacement car. Mind you, I began to think "can I be guaranteed that another vehicle would not have roaches?" Unfortunately, no. 6) I continued to use the car despite the ongoing issues and what do you know, the roach issue continued for the entire vacation and the mechanical issue also continued on 2 more occasions. Regarding the pests, I fogged the vehicle three different nights and each morning after, roaches were found dead throughout the interior of the vehicle 7) Avis has yet to rectify the issue with me. I asked them to provide a major discount for the rental, but they told me it couldn't be done while the reservation was open and I was using the car. A representative from their customer service line told me my ticket would be escalated and someone would call me within 3 days. I've been back home for over a week with no call from them since they already got paid As a person who consistently travels to Puerto Rico, I ask all to avoid renting with Avis at the San Juan airport. I've never had issues like this before and the fact that minimal support, if any, was provided is beyond me. I asked for a new rental car to be delivered and for the infested car to be taken away by someone who works for Avis at the airport. I was told that it would not happen and there was no willingness to get them to change their mind. Best of luck if you reserve a car with this company read more

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3 hours that we will never get back. Save yourself the time and money. We reserved our Jeep rental 4 months in advance, and they did not have an available vehicle for us and our brother. When we did receive it, the cars were both dirty. Their excuse was that others extend their reservation, not leaving them with vehicles. NOT ACCEPTABLE! read more

We prepaid for our rental car, and it was ready for us when we arrived from Orlando. However, the key fob didn't work, so we had to return the car and get a new one. Unfortunately, the replacement car was dirty and smelled bad. With the festival happening and having already returned one car, we were worried about the possibility of being left without a rental. The customer service was outstanding, which is why I am giving them 3 stars. read more

Roaches still in car even after requesting a second one, probably the worst car service on the island

The worst experience, Avis in San Juan Airport is the most disorganized and careless of their costumers time. Arrived at their office at 1pm and it is now 2:30 I am still more than an hour away from the counter judging by the line and speed. They have 3 agents working a counter that can help 10 at a time. Never again on Avis in Puerto Rico read more

Don't.... just don't. Zero if I could. 3 hour wait.... and yes, they don't care. This 85 character minimum is stupid.

Unfortunately this was not the vacation I expected. I got my rental car from aguadilla airport from Avis/budget and it was infested with roaches. It doesn't look like they are being cleaned at all. It ruined my whole trip. Giving 2 stars just because they gave me a free day but honestly I can't believe I paid so much on a car that ruined my whole vacation. read more

Horrible experience. They need more employees or something. 3+ hours between the line for checking in and getting our car. Save yourself a headache and go elsewhere. read more

I verbally answered no to all extra add on's when renting a car, zero insurances etc. when I got my bill they charged me for all the extra insurances and refused to refund me the money. Do not recommend and will never rent from Avis again. read more

Disgusting humans working at this place. Con artist, liars, and thieves. Stay away! Had a reservation for an SUV. Landed at 2:30am. Lady said bad news is we don't have your car, good news you can get a taxi. Slept at the airport for 3 hours with a 6 year old and 3 year old until a car returned. I reserved an Suv but took the compact that came in because I was stranded. They charged me after I returned the car $600.00 more than my original reservation. Not only was it a compact but it was more than double the price of an SUV. I'm disputing the charges. Don't use them. Put them out of business. read more

Not sure how a place cannot answer the phone the entire day. But this place will not. If. Loose anything here you better fly back and come in person cuz lost and found in Puerto Rico San Juan is the only city without a lost and found contact number. read more

The slowest, most disorganized rental car experience of my life. Plan for an extra 45 min to 2 hours.

No customers at any of the other counters. It took 2 hours in line to rent a car with Avis which was booked online. One employee on a Friday afternoon. Worst experience ever. Tip: rent with anyone other than Avis or Budget. The extra money you saved is not worth the time spent waiting. read more

Everything was great the prices, the treatment and the car was clean and running great. BUT, couple of weeks later they were charging our card $450! We called and it was a cleaning fee. Why so expensive? The said it was a biohazard! (Bodily fluids) I have the receipt for when I returned it and photos. And the guy that received checked the car. We made the claim they said that nothing can be done. read more

Faster checkin and better customer service. Lines for checkin were way longer than other car rentals.

I had one of the worst rental experiences ever with Avis at the San Juan Airport (SJU). After landing, I waited 1.5 hours in line just to get assigned a car, then an additional 2 hours in the parking lot before the vehicle actually arrived. Once I got to my hotel, I discovered the key fob was broken--the car wouldn't unlock or start. I spent over 2 hours trying to reach customer service and roadside assistance with no response. When I finally got through, I had to wait another hour for a tow truck, and even help move the car myself. The tow truck driver was texting while driving, which made the ride feel unsafe. Once we returned to the airport, no replacement vehicle was ready, and I had to wait another hour to get a car. The front desk refused to process any reimbursement and directed me to customer service. This ordeal cost me an entire day, caused a lot of stress, and showed a serious lack of professionalism and accountability. I strongly urge others to avoid this location and hope Avis takes responsibility for this unacceptable level of service. read more

Where do I begin? The ROACHES!!! After leaving a cup of melted ice/juice in the cup holder and briefly stepping out of the car, I returned to a dozen plus roaches crawling out from the vents and all over the dashboard. It was disgusting. What's worse?! I immediately called customer service and was given the option to have the car towed (which would have left me stranded in Ponce), drive the car to SJU airport and wait for the car to be fumigated only to take the same car back. I asked if I could terminate the rental and I was made no promise of any compensation. Apparently they know about this problem because when I did drop off the car the attendant marked the front window with a big "F" for fumigate. Chevy Equinox white- read more

Have called multiple times, over the last several hours to make sure they don't cancel my reservation because of flight delay. Phone rang for over an hour, no one ever picked up. That is not just irresponsible, but disrespectful to customers. Avis Corporate should pay attention to this site. For many years, receiving the same low reviews over the same problems, come on! It's obviously a staffing, low wage and mismanagement issue. Fix it! read more

The car was nice but it had a cockroach infestation, which we didn't notice until on the road. Then no one answers the phone.

0 stars (Literally go with ANYONE ELSE at San Juan airport) The line at the counter was relatively quick, less than 10 minutes. Then we had to wait over 2 hours to get the car. Many people that rented a comparable model to ours got their cars much sooner and were behind us in line. The agents would drive the cars (often recklessly near children) and just walk away from the car without any notification as to who the car was for. No exchange of paperwork, no general inspection, just a figure it out yourself mentality. Our paperwork had the wrong license plate listed (they only put last 3 digits and it was off by one), so we had to get in a new line to advocate that it was, in fact, meant for us. This took another 30 minutes. Not a single agent offered so much as an ounce of sympathy or regret for this awful process. Once we got in, the driver seat was reclined as far back as possible and the mechanism to adjust it was broken. Not a comfortable ride. No other rental company had this issue. If I had any clue in advance I would have gone with another company. I picked Avis because it was marginally cheaper. Not even remotely worth the savings. read more

Worst service ever. Do not rent here. Cars not ready on time and hours of wait. 0 stars!!!

The reviews mention often about 1.5-2 hour waits to get a car, that's insane. Too few staff. Only two people working. It's not a long paperwork process, but the wait to pick up your car is too long here. Longest line in the whole of all of the rental places here. This is the price we have to pay for going with the cheaper rental. The wait to the counter was at least 40 minutes and the process to get the paperwork completed is about 10-20 minutes. It's not so quick at all. Another 10 minutes to get our vehicle. The refuel here is $10.20/gallon. It was only $5.34/gallon at Alamo. 6 day rental for $337+ here. Better than our $100/day with Alamo for the weekend. The only good part is that the lot is on the same level as the check-in counter. Only a Jeep Wrangler or a Tacoma available. Neither is what we reserved. We were supposed to get a Ford Explorer. We are stuck with a pickup or Wrangler or we would have to wait a while until a proper SUV is returned. The Jeep Wrangler is re same price as an Explorer. They require a $350 deposit on top of your rental on your card as well. We had to show our driver's license at the exit. Their rental and car pickup process is slow and inefficient. Now for the 3rd time it's a wait for someone to bring us our car rental. It's not like this company is new to the car rental process. The Jeep is at least in good condition. read more

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AVIS has a terrible operation here. Spent two hours awaiting the car after completing the contract. All customers wait for their vehicles inside a hit, damp garage. Get someone to run this place better. Never again. read more

Line was ridiculously long to pick up the car. Once that was done we went out to the garage, walked around the car and took photos of any scratches. Opened the doors and was hit with very strong cigarette smell. Asked for another car and we were told "NO". Knowing that the charge for smoking inside the car was enormous I made them write on our paperwork that the car smelled like cigarette smoke. On returning the car the GPS led us to a dead end, we were 3 minutes late returning the car and they charged us an additional $50. You don't find that out until you get your credit card statement because when you pull into the garage, there is no one to check you in, you are instructed to leave the keys on the dash and walk away. They could add on any charge they want to and you would have a difficult time disputing it. Very shady. read more

I am not one to leave reviews but this location is by far the worst experience I have had. Not only did I have to wait for over two hours for a car that I scheduled at a specific time but the car I received was extremely damaged and couldn't even drive it after day two. Went to return it for an exchange for an actual working vehicle and they tried to charge me. Next yes my fault but I left something valuable in the vehicle, the Avis center would not help me, lost and found will not answer their phone and Avis customer service refuses to help me. Just to add to the experience, there was a line of 10 people returning their vehicles because they weren't working. Do yourself a favor and do not ever rent with Avis. read more

We should have an option to put 0!!!! 2 hrs on line only for the paperwork it's been almost one hour waiting for the rental! Run away don't rent here!! No Ac nightmare and awful service read more

Avis - Non sense on waiting for almost 3 hours - Car Rental Near Me - Carolina, Puerto Rico

I want to rave on Emanuel at the SJU airport location in Puerto Rico! He went above and beyond to help make sure we got into a vehicle after our first car had a mechanical issue! It was very busy and I watched him RUN back and forth helping as many people as possible and anytime a customer stopped him in the middle of him on his way to do something he gave that customer 100 % of his attention and took care of their issues along with the million others he was dealing with! He is the hardest working man I have ever seen!! read more

I hate to have to leave a bad review but it may help others. I rented two cars from them during my almost 2 weeks stay. For the first car rental, even though the line to check in was not long, I still have to wait a long time. But what was worst was having to wait an additional 30 minutes to get the car. The instructed me to wait by a pick up area because someone would bring the car to me. I rented a compact car for a party of 4 and we were only able to fit one regular suitcase and 1 carry on in the trunk because the vehicle was a Hyundai Venue and it barely has any room in the trunk! We had to carry all our luggage on our laps. Good thing it was a short drive. So be mindful when you rent a compact or economy car. For the second rental, the line to check in as very long and again, took an hour from the moment I got in line, until the moment I got the vehicle. Staff is nice but logistics and operations have lots of room for improvement. read more

My wife, my infant child, and I had a frustrating experience in March 2025 getting a rental car from Avis at the San Juan PR Airport. The wait to pick up the pre-reserved car was quite long, but manageable. The red hyundai Elantra (plate JYI368) had 45,000 miles on it so it was not a new car by any means. The first night, I had the disturbing realization that there were cockroaches in the vehicle, as I saw several of them in the backseat and one climbing over our infant car seat. Killing one, another got away. From then on, each night I would remove everything out of the rental car, desperately hoping that no insects were being brought inside our accommodations. I saw others in the trunk, as well. I realized that even when parking in a dark garage, the bugs would come out after only a few minutes, with one even crawling into my coffee while checking into a hotel. At the end of the trip we also noticed damage to the front bumper which could not be attributed to any specific incident. I notified the Avis team of the damage and the bugs upon return to the airport. While the team member was sympathetic and patient, he did not seem at all surprised. He offered me a small discount, which I very much appreciated, and then wrote a large note on the window to fumigate. A few weeks later, Avis/Sedgwick sent a letter seeking an additional $1,100 for damages to the car and I am working through that process now. The experience has impacted my view of future vacations to Puerto Rico which is unfortunate, as we had an excellent trip beyond our experience with Avis. read more

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Received a roach infested car. We had a tow truck pick it up because it was undrivable. We then saw the same car on the road not even 12 hours after we gave it back. Pretty sure they did nothing about the bug issue and rented it again. read more

I rent from my local Avis almost weekly so this is a tough review to write; the car I picked up was dirty. I pointed out the dirt and sand, the smears on the windows and a barely visible rear view mirror. They said they could "reclean" it if I wanted to wait about an hour as they were busy. I did not so they noted the car's condition and I left. The next day when I went to grab a bag out of the back seat I saw something moving - it was tons of BABY COCKROACHES!! I took the car back to swap it for another and had to wait an hour. Then they charged the rental to the wrong card and said it can take up to 10business days to fix. Never an apology or even a discount. I am a loyal Avis renter and this was by far the worst experience O have ever had. Extremely disappointed. read more

One of the WORST Avis locations across all of USA. There were 2 employees behind the counter and I have no clue what was taking them soo long to get through each customer. They spent a minimum of 10-15 mins per customer. When you see a line way outside the door I think you need to speed up and get more employees behind the counter. All the other rental locations adjacent to AVIS were fully staffed and had no wait time. We had a 2 hour wait at this location just to pick up our car. We missed our Cueva Ventana tour cos of this delay. Try complaining to AVIS and they dont give a damn. Budget and Avis have the same damn line. There is no separate line for AVIS priority. The Avis priority counter at the car pickup location is closed with 3-4 employees hanging out there but refusing to help customers. Can they not open that counter to ease the line? if not, cant these same folks go and help behind the counter at the main line in the airport? Chaotic! I highly recommend AGAINST booking Avis at San Juan Puerto Rico. read more

When we landed they had no car rentals even though we had a reservation. We had to get an Uber, we were told we would get reimbursed, $30 to hotel, $30 back to Avis, so $60 total. 2 weeks later and they still won't reimburse us. Horrible customer service. read more