Worst Customer Service Ever Experienced. First of all, the only person at the counter decided to tell all the waiting customers that it was her friends birthday and that she was going to sing her happy birthday and cut her a cake. Then she left. SHE LEFT the counter, leaving customers there WAITING. But the nightmare didn't end there. When she finally came back, she told my dad that she didn't have any cars available and that she didn't know if she would; mind you we had a reservation made and we had proof. Never offer any other alternative or nothing, just a " Sorry, not sorry". Then, when a car finally came in, she wanted to charge us $90+ claiming that the pick up time had passed. WHAT?!?!?!?! I had never hear of such a thing. The reservation was for $58 not $90+. He was there on time, she left to sing to her friend plus by her month there was no cars available. By this time 1 1/2 hours had passed and still no car. She said that he had to wait another 30 minutes because they were cleaning the car. This is only the pick up experience, who knows what we will get at drop off. Avis will NEVER be an option for renting. read more

Be prepared to wait 2 to 3 hours to get your car. No seating. There was a woman with a baby and probably about 90 year old woman standing that long. Would not compensate time. Said I would get call 24 to 48 hours. No call. Rude at drop off. Associate treats people as if we are all stupid. Very bad customer service. Better off going to other rentals. I will never rent from them again at least in PR. read more

Extremely ridiculously lousy costumer service. Employees do not put any efforts in doing what the customers deserves, excellence in service. They need to remember that we pay their salary. Will not recommend it to anyone. read more

Terrible experience renting a car from Avis at San Juan Airport. After waiting in line for 30 min (only 1 employee with only 2 people in front of me), I was told that the Costco reservation folks "didn't know what they were talking about" when they said my 26 year old son could be added as an additional driver without a fee. I explained the Costco policy without success. I had to pay a $50 additional driver fee. When I dropped the car off FULL, the attendant confirmed the tank was full and give me my receipt. 3 days later a fuel charge showed up on my credit card for an additional $17.46, even though the tank was FULL. I called AVIS customer service regarding both issues. They confirmed that I should not have been charged the $50 additional driver fee (and give me a refund). They asked for a copy of the gas receipt, which I just emailed to them. Avis's general customer service was very helpful but I will NEVER rent from Avis at the San Juan airport again; I simply do not trust them. read more

Super customer service. Outstanding weekly rate of $182! I enjoyed my experience, and prefer Avis above the rest. Highly recommended.

Not even worth renting from. I'd get my money back in a heartbeat. Waited 2 hours for the car. When asked the staff how long it'd be that went amongst themselves to just laugh and crack jokes. read more

We landed in San Juan at 1:45 AM on August 23. We'd already rented and paid for our Avis reservation before we left NYC. We upgraded to a larger car for an additional $7 per day. We said no to everything else. We said no to the gps, no the toll counter, no to the loss and liability because both our credit card and personal car insurance had us covered. Carmelo had us initial "here, here, and here" on a tiny little electronic screen that we could barely read. Checking out the car, the attendant made a note about the front bumper, circled it on the form and we were on our way. Four days later, we checked in the car with NO ISSUES, NO ADDITIONAL FEES, and boarded our flight. A week later we received notice that our card had been charged an additional $85 for insurance. We immediately called Avis expecting to have this quickly rectified and they basically told us to go jump in a lake. We explained that we absolutely, unequivocally had not opted for additional insurance due to the fact we were already completely covered. They refused to assist us. So we called our credit card company and had the matter handled internally. The extra charge was removed and we thought that was the end of it. No. Fast forward a few weeks later and the charge was once again pushed through by Avis. We again disputed it and it was removed. Three full months later Avis has charged our card with a $487 charge for repairs for a dented bumper on the car. When we checked in the car, there was no issue, no dent, and the person who filled out the report, "Myrna" was not the person we checked the car in with it. It was a man, not a woman. The "report" says that it was filled out by US on August 27th. We were in our bed in NYC on August 27th. It feels like Avis San Juan is trying to screw us because we had that first bogus charge removed from the account. They sent a copy of the rental agreement to our credit card company, unknowingly proving that we DID NOT opt for the additional insurance. Both slots say we DECLINED. This company's behavior is appalling and aggressive. We have tried to discuss these fraudulent and seemingly punitive charges with them directly many times but have had no luck with supervisor after supervisor. Never, EVER again will I rent with this horrible company with its dishonest and rude employees and its shady business practices. DO NOT RENT FROM THIS COMPANY. read more

While the reservation people were very attentive the people retrieving cars are short staffed and have many frustrated customers.

I came to Puerto Rico on the day after Christmas with plans to visit my family (who live all over the island). I made a car reservation 2 months ahead and when I arrived at Avis, it was complete chaos. There were about 40 peoples outside waiting for cabs talking about the bad news that lay ahead of us. So we entered and waited in line and were told the same bad news as everyone else had that day and days before, there was no car! They told us that the last time they even had a car was on the 24th and that they really had no idea when they would have one. I asked if any other companies had cars and they told us no that nobody had cars (that was a lie). They offered to pay for a cab to a location but we were on our own after that. When I tried to call Avis to cancel the car because we found one from another company, they never answered!!!! Needless to say it's been 3 days and I still haven't heard from them, no car at all. read more

If I could, I'd give negative stars. I've worked in customer services for about 13 years now and never would i treat anyone like this. when we arrived their from the airport, i guess there was some sort of misunderstanding with our reservation. No big deal, it happens, as a customer obviously I just wanted a solution to the problem. Didnt get it. Instead I got some b*tch with an attitude waving her arms in the arm, stepping away from the computer telling me theres nothing she can do, calls the manager and he proceeds to laugh, yes laugh. as a surprise to my boyfriend, we both remained calm. I called corporate and fixed the problem on my own. Higher charge for my rental, but due to the rudeness of the staff at this particular location, i was granted a free week of rentals here in the states. Mind you while we waited, AN HOUR, two people came back due to issues with their cars. I do not recommend this place at all, they are definitely not in the business of "treating people like people". read more

If I could give 0 stars I would. We arrived in San Juan 12/26/15. Flight went smooth. We went to pick up our car with Avis. We had made a reservation. Immediately my husband noted multiple people in lobby. I went up to the counter to ask where the line started. The employee pointed me in the direction and said oh by the way there are no cars and we have already 25 people waiting for cars. We waited an hour to get to the counter. The whole time we overheard the explanation that multiple people did not return their car and they had extended their reservation and that's why they didn't have cars. When we got to the counter we spoke to Luis Rodriguez. He told us no worry, yes people were extending, but we would call in 3-4 hours and they were working through the list. He advised for us to get a taxi or private transportation and when car arrives to make arrangements. We had to travel the next morning 2 hours into the island. At 10 pm I called to ask where we were in line and the guy on the phone said well there are no cars there are people still in front of me and they were basically doing first come first serve. Basically I should stay in the lobby for a car to magically appear. We had to scramble to find a car amongst our family and displaced a cousin. We were lucky because we have family on the island, imagine spending 2-3 days in the lobby waiting with throngs of people. We made it to the baptism of my nephew by luck since a family member picked us up. We arrived on Saturday. It was not until Wednesday I received a call to see if we still needed a reservation. 5 days later! No apology just basically wondering if we would still rent the car. What upsets me is that it was clear Avis and Budget oversold. They promised cars they did not have. There were no cars in any other car rental places because people that had arrived before us were scrambling. Puerto Rico does not have a public transportation system. You have to have a car. There was no sincere apology from this car rental company. They offered no alternatives, no other locations that have cars. It was the first time I have ever had a reservation that there were no cars and we were not offered a car for 5 days. This is bad customer service and Avis has lost a customer for life. Will never rent from Avis and will tell this story till the day I die. I cannot believe this was allowed to happen. And the worst thing is I feel like Avis does not care. They don't care they inconvenienced me, that I spent first three days of vacation trying to fix a problem I did not intend on having. If you don't have the amount of cars to fulfill promises of reservations then don't offer reservations. And most certainly if this was made by mistake then offer a corporate solution. Please don't make the same mistake. Charlie's Car rental on the island had a car for my dad who reserved that night without any issue. Will be using them from now on. read more

it was nice that they were located at airport, however,they were horribly inefficient in checking us out when we returned the car. there was a long line and only one person helping everyone. read more

Let me preface this by saying that we did not rent a car from them that day. We started renting at an off-site location and it was a nightmare. We took a taxi back to the airport, and they dropped us off at the entirely wrong location. We were outside the airport at the car maintenance yard. My husband tracked down an Avis employee, and they were so kind. They sent another employee over to pick us and our luggage up, and drove us over to the correct rental location. She was incredibly friendly, and pointed out all the other rental locations. There was absolutely no pressure. My intention was to rent from them that day, but after travelling for 15 hours, I honestly didn't want to stand in their line, which happened to be very long when we arrived. I can't say enough about the way we were treated by their employees, without even being their customer. read more

Stepped to the curb and the Avis shuttle bus came around the corner. Rental is just off the terminal area. Driver dropped me off right by my car, already running and A/C turned on. Nice! It's good to be "Preferred". Check-out staff aided in documentation of any dents or scratches, gave advice about toll road charges and directions to the freeway. The car was clean, only 5,000 miles on it. All was well - except the smears on the inside of the windshield. That made driving at night unpleasant with all the distorted reflections. Return was easy and uncomplicated, shuttle to the terminal was waiting and got me there in a jiffy. Good value via PCLN. $20/day incl tax for a nine day Compact Car rental. read more

I came with a pre-paid reservation and I was told there are no cars. About 20 other people had reservations that were not honored. One of them had a reservation since the previous day, he had to go to his hotel and come back the next day! Hours of waiting for a reserved and prepaid car! Extremely unprofessional! read more

Honestly this rental car place is absolutely horrible that doesn't deserve one star rented a car we waited almost an hour for them to clean it I left something in the car and I'll try to call back and I hung up on me and now they're not answering the phone I highly recommend you use enterprise and save you the big headache read more

Just the worst, in every way. There was a 90 minute wait to speak to an agent - no self-service kiosks here, even though those will get you a car in 5 minutes - and the agents seemed to take 20 minutes with every customer, even those who had a reservation. Then after this infuriating wait, customers were sent to the garage to find NO CARS. Avis simply did not have enough vehicles, but they wouldn't admit it, so customers sat around in the garage for another 30 to 45 minutes, waiting for someone to return a car that could be re-used. Terrible planning, terrible service, no real apologies and certainly no effort to make things right for customers. Use literally any other rental agency in the airport, but not this one. read more

RENT with ANY other rental except for Avis or Budget (they are the same business). I had a PRE-PAID 1 week rental. 2 days prior to my pick-up date my credit card which I had used to reserve and pay for the reservation had been compromised and I had to cancel it. The CC company was going to overnite me a replacement card to my next destination, unfortunately I did not yet have that new card. I arrived at the rental counter and Avis would not give me the car without the credit card used to reserve it. I had still that card but of course it was declined as I had canceled it. I had a debit card. No good. And cash but I did not want to tie up all my cash for the rental. After AN HOUR at the counter (with exhausted kids), and many trips back to the office to consult with the "manager" [who by the way would not come out to speak with me], the solution they came up with was for me to take out a new one-day rental, change the original reservation for pick up the next day when I had the new credit card, and then "return" the 1-day rental resuming the original reservation. I specifically asked if that would incur any additional charges besides the 1 day duplicate rental (of approx $30) which I was willing at that point to do. THEY SAID NO! So this is what I did and it seemed to be a good solution.... until I arrived home and found more charges from AVIS on my bill. Changing the prepaid reservation it seems allowed them to basically charge me whatever the hell they wanted and they did. The change was made at their advice and instructions. I asked directly if there would be additional charges. They lied. Customer Service was a joke. A case # was assigned to me and without my input was decided the charges were valid. Bait and switch. Liars. Hidden Charges. Terrible Customer Service. DO NOT RENT FROM THIS COMPANY. **UPDATE 7/11/15, 10:23am : I just went to complete the SURVEY for Customer Service that Avis sent me and surprise! As soon as I clicked on the email it literally disappeared. The link. The email. Everything. They clearly do not want any negative reviews. It might make them look bad. **UPDATE 7/14/15, I contacted Avis through their website to resend me their Survey. They did. I did. And within 24 hours I received an apology email and a partial refund to my credit card back to the prepaid quoted price. Between my Yelp and Consumer Affairs Review and their Survey, my situation finally caught someone's attention. I should not have had to go to these lengths for a company to do the right thing. I thank Avis/Budget for honoring their quote. I don't know if will use this rental company in the future but I am pleased they did the right thing now... even if it wasn't their first inclination. read more

A week after returning a car with a full tank, I got a bill for "refueling." I now have to send in my gas station receipt to prove I did this. After 20 years of trouble free renting with Hertz, I now know why I've always avoided Avis. read more

Do not rent from Avis here! I flew in from the states with a reservation for a minivan through Travelocity. I was told that my $500 rental would be $2800 for 5 days! If I wanted the $500 rental, then I would need to go to the Convention Center office to rent. After a cab ride to the Convention Center office, I was told that they didn't have my reservation. In fact, they didn't have any cars at all anywhere on the whole island (which of course wasn't true, since they had offered me one for $2800 at the airport office!) After waiting over an hour in a garage with no seating, we were finally given 2 cars, instead of the desired minivan. To top it off, the 2 cars had transmission problems, and one had some kind of resin all over the windshield that wouldn't come off, making night driving almost impossible. When I got home, I found that the airport charge of $2800 hadn't been removed from my credit card! A totally bad experience. read more

Why in God's name does the Avis San Juan Airport site take reservations and then not have the vehicle when you arrive. We had reserved a minivan for March 13th for a midnight arrival at the airport. After getting off the plane and collecting our luggage we proceeded to the Avis desk only to find a long line. After over 2 hours of waiting in line after midnight, we were "greeted" by John Alonzo who didn't even apologize for the wait. We then found out why every customer was taking so long...they had no vehicles for many of the people in line and were trying to give them vehicles that weren't "quite ready" that they would switch the next day. The same was true for our minivan. Our family of 6 was left sitting on the floor of the rental car place waiting for Mr. Alonzo to return with an old Ford Expedition that they would trade with us the following day. We waited for his return but after a long time we finally gave up. Even if he had returned with a vehicle, this would have disrupted our vacation day. This resulted in us wasting even more hours of our time and ruining our first vacation day in San Juan because we had no sleep by the time we found alternate transportation and got to our hotel. This situation was deplorable and totally unacceptable. Something must be done. Hopefully more of the angry throng of customers that night have posted reviews with their complaints. Mr. Alonzo should have been directing customers to other rental companies that actually had vehicles to rent. AVOID AVOID AVOID AVOID read more