This review is for Budget, which is with Avis. Not very helpful people. I returned the car, walked in, and the kid asked me if I had the Mileage. Me: No, because I've never had to, you guys always come get it, and no one told me I had to. Him: Well, you need to go get it. read more

I made the mistake of *trying* to rent from this location because they were open on Sundays. Got all the way there (with a reservation made two weeks in advance) only to be told they had no cars. Drove away only for the employee to call me 20 mins later explaining he had a vehicle return. Went to pick it up and was told it was full of sand from the previous renter coming from Florida. They truly must've driven it onto the beach as sand was everywhere inside. I had to have a vehicle so I opted to accept the rental. The attendant told me to "take a video of the car when you go out to the lot, but I didn't see any damage." He had me sign the slip stating no damage to the vehicle prior to seeing the car. Got out to the car and every wheel was heavily curb rashed and there was a dent the size of a baseball on the back hatch. Went back inside to report the damage and had to insist he document such in their system. He then says, "yeah I saw that dent." Why wouldn't you disclose that up front then?! I called customer service FOUR times asking to speak with a supervisor to report the failures at this location only to be told none were available and that one would call me back. No one ever called me back. Do yourself a favor and WALK to your destination before ever considering giving your money to this joke of a rental location. read more

Do you want to make a rental reservation a month in advance only for them to cancel 10 hours before you need the car? Do you crave a company that will offer no accommodations for the chaos they have just thrown all of your travel plans? A company that will refer you to Enterprise instead? If so, then boy do I have a company for you..... Seriously, skip this joke location and go to Enterprise. They were exceptionally helpful and accommodating. Their prices were better too. read more

This place has serious honesty problems. I reserved a full size car and they gave me a large Chrysler minivan. I told him I didn't want it and he said it was my only option. I told them I would take a smaller car for the same money. They said there were none. Later Kevin said they were all smoker cars because the lot had quite a few cars sitting there. I told Kevin I wanted to cancel, I wasn't comfortable driving that big of a car (and it was dirty.) I never got in the car. He said his boss was the only one that put the cancelation through. I asked for a written note saying I never took the car... he was on the phone with his boss who told Kevin not to give me the note. I called Thyrl Reed (Kevin's boss) and asked for a record of the cancelation. Thyrl said he would cancel when he got to his computer. This still has not happened 2 days later. The charge they put on my chargecard was $200 over the rental fee. Serious honesty problems, wouldn't you say! read more

Prices are misrepresented online. Fees are hidden. 200 dollar deposit is hidden. A three day car rental advertised at 62 per day resulted in a 500 dollar charge to my debit card, even though the car I was issued was two tiers lower than the one I ordered. Customer service was very poor. Representative was not helpful. Was not kind or polite. Spoke mechanically in explanations in a manner that was fast appeared absent of his own understanding. Provided no assistance in helping me to find my car, simply pointing at a hallway that led to a large parking lot where the car would be. This place was logistically perfect and everything else was terrible. read more

This is the absolute worst Avis location in the company. I travel for work often and have used Avis exclusively since 2007 - and this location is the reason I will no longer rent from Avis. Per usual, horrible customer service and I ended up leaving without a car again after wasting too much time and energy. Avoid this location - go to Hertz in Franklin or any other rental agency and save yourself the frustration. read more

Customer service is severely lacking at this location + they rarely have cars available when you show up, even with a confirmed reservation.

I rented a 1 day car rental from Pewaukee WI to Franklin TN for $104, which is a 1 day rental. (9 am to 9 am.). I got to Pewaukee 20 min early and the check out process took 50 minutes........ I was assured that I would not be charged extra time for being 20 minutes early since they go on exactly 24 hours. I actually did not leave Avis because they switched vehicles on me until 9:30 am. I just now returned the car at exactly 9 AM in Tennessee And was charged $183 for being 20 minutes late. I already went through this whole process in Wisconsin and now have to deal with it again in Tennessee and they refused to change it. Do not rent here. They are very unhelpful and scam people out of their money. It's not gonna happen to me because I am going to refuse the charges. I recommend everybody go to enterprise. read more

It was terrible the car was nasty and had no oil in it told them about could not do anything about it had no other suv I could get but a smaller one but I had to have a suburban or bigger and he called the day before and said I would have a suburban or expedition extra large suv here for you and he had that one so I took it and put oil in it because we leaving with my foster kids to the beach said he was going to call customer service to fix the price of my rental for my on inconvenience Check my credit card full amount so I'll call customer service and they said they couldn't do anything for me since the other SUV that was too small was in the same class. what a terrible customer service and company wow read more

This Avis location is conveniently located inside Embassy Suites in the Cool Springs area, a popular hotel for people traveling to Nashville on business. The location is close to our house and we needed a rental for 24 hours. I brought the car home the night before our flight, dropped it off at the airport 24 hours later for no extra charge, and paid way less than a taxi or private car service! The best part was the friendly service. A rude customer in front of me rented a car and was very difficult to deal with. The man behind the counter calmly answered all of his questions and remained professional at all times. When it was my turn, I asked him how he kept his cool with such an inconsiderate person. He calmly replied "Oh, I'm patient with everyone." Well played, young man! Well played. The car was brand new with a spotless interior, but they even offered to clean it more because there were a few bugs on the grill. Wow! What service!!! read more

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Budget and Avis are he same here Dropped off my car in the overnight dropbox the night before it was due. Well they checked me in apparently 45 minutes late the next morning and they had the audacity to charge me another days rental when I brought the car in the day before a day early. They also charged me $10 a gallon to re-fuel and plus tax what a rip off and they were really nasty when I complained I would totally not come here again. read more

Desk staff assisted with adding an additional driver to rental and was close to my location and no wait.

Poor customer service. When I picked up the car, we had to call a number as they were out "cleaning a car" . Waited 15 to 20 mins. Received our vehicle which was dirty and had very low gas (1/4 tank). We were told to return the car by an exact time and when we got there, same experience in calling the staff. They said they would be there in 15 minutes and were cleaning a car. When they came to help us finally, it was passed the time we were told to return the car. They asked what the mileage was, which we have never been asked before. Usually the rep will go check the car and get the mileage. Had to go back out in the rain to get the mileage. Then the person started helping another customer while still checking us out. Overall an unimpressive experience which was unprofessional and inconvenient. Won't use again. read more

Made a reservation for a bigger sized car and they garenteed they would have that size. Got here and the guy said that they don't have that size and we would have to downgrade to a minivan. What is the point of the reservation if we don't get what we reserved! read more

If I could give a ZERO I would. ABSOLUTELY DO NOT rent from this place. I showed up to pick up my car at the assigned time, and they told me they did not have a vehicle for me, that they had overbooked their fleet. They had charged my credit card days earlier so I had prepaid. The very unhelpful man told me I could call the 800 number and all any of them offered was for me to drive 40 min to the airport to pick one up. Horrible customer service. This place should not be allowed to operate! read more

Please don't go here. Maybe the quotes seem cheaper then the other car rental companies. But it is just the absolute worst experience you will ever have. I made a reservation so far in advance. A certain car, at a certain time, for a certain price. Three simple things. When I arrived they could not find my reservation. Even though I showed them the confirmation number. And the entire email from Avis confirming my reservation, and the reminder email. They didn't even have any of the vehicle type I reserved available at all that day. I asked them how they were going to fix their mistake. They said they couldn't do anything except put me in the only other vehicle types they had available, at a rate $400 more than my reserved rate. I had to spend an hour and half on the phone with various people from corporate Avis. Four separate phone calls because I kept getting disconnected. Each time a different person and then I had to explain everything from the beginning again... They are shady in their practices as well. They don't want to keep walking all the way out to where their cars are so they just ask you to sign off on the condition of the car without even looking at it. It's not worth the experience. read more

Rented a minivan to drive from Franklin, TN to Atlanta Ga and drop off at the Hartsfield airport. The car was not washed on the outside when I picked up the vehicle. The inside was clean enough but not spotless. Everything went fine and turned in the car on time. A few days later I received a letter from Avis saying that I was being charged a $450 cleaning fee due to: ANIMAL HAIR. Granted, my dog was in the car on the trip, but we left the vehicle in the same state when we got it. There have may have been some animal hair in the vehicle. I do not mind paying an additional cleaning fee, but $450 is excessive for five minutes of extra vacuuming. I hope that AVIS invests the $450 dollars well because that is the last money I will ever spend with AVIS. Bye! read more

I rented a vehicle to travel to Gatlinburg for a retirement celebration weekend. We had dinner reservations at 6:00 EST. While traveling down I-40, the car malfunctioned and would not accelerate past 35 miles. I called AVIS Customer Svc, they told me to drive to a location in Knoxville that was closing within 30 min, which I didn't know and they didn't share. So, I arrived to find it closed. Then had to drive to Knoxville Airport, when I was given a vehicle that had a highly damaged exterior. Personnel at airport advised I should request a discount from Cool Springs when I returned the vehicle. They asked if I filled the gas tank to full. I explained due to car malfunction, I was concerned with stopping anywhere. They said they understood. I missed my own celebration dinner by the time I arrived in Gatlinburg. I returned the damaged vehicle to Avis Cool Springs where I was told they cannot discount and I would have to contact the Customer Service 800 number, and they also advised that I was also charged a $88.10 fee for not filling the tank up on the MALFUNCTIONING VEHICLE! Well, called 800 number, asked for a supervisor and was hung up on after a 15 min hold.--Also, no one at any customer touch point in this process apologized or even expressed empathy for my experience that put my safety at risk!!! DO NOT RENT from these people! I was an Avis Preferred member for over 20 years, if they would treat me this way, --BEWARE! read more

Reservations not honored. Guy said he didn't know about my reservation even though it was made through the website. Cars in poor condition. Avis customer service not helpful recommended going to another location to see if they could help. read more

The absolute worse experience I have had with a rental car company. I travel weekly for my job and use Avis regularly. I booked a vehicle three times at this location this month and each time I arrive they tell me they are out of cars. Each time I reserve the car and show up at the time I selected and I get the same response. Beyond the issue of mismanagement the teenagers that are working the desk are completely unprofessional. Every time I show up they are on the cell phone talking to their friend or girlfriend on speaker phone then after they realize I'm there to pick up a car they tell them to hold on while they "have to see what this guy wants." I wasn't sure they even worked they because they didn't have any kind of Avis shirt or name tag. Just sad to see that this business is managed so poorly when there is such a great opportunity at this location. read more

The fact that I have to give one star to write a review needs to be noted. Also this review pertains to the Budget rental at the same location. We will never be doing business with this company again. They have shady business practices and do whatever it takes to get more money out of you. (BIG surprise these days). If you try to call customer service and speak with a manager, they'll wait half a week to call you back. I can imagine because of their poor business practices they have a high call volume. Then you'll be promised a refund only to be told two days later via email that they're not going to process the refund. Shady shady shady! Should've stuck with Enterprise. read more

This Avis/Budget location has the WORST customer service! No one is ever at the desk, EVER. I had to wait 20 min to pick my car up while they were coming back from somewhere. When I returned the car, same situation. Additionally they tried to give me a car that was FILTHY. He said it's because it just came back from Florida and he couldn't get all of the sand out. Sad excuse. They did switch me to another car. Overall this location needs new staff. read more

Avis Cool Springs-Embassy Suites - This sign is always up. - Car Rental Near Me - Franklin, Tennessee

This location is a combination Avis and Budget. I have rented from Budget at this site 3 times, and they are excellent! The customer service is second to none. Thyrl (aka T) is the best! He is super friendly and always takes care of me. The location is conveniently located inside the Embassy Suites hotel in the heart of Cool Springs. Easy to get in and out, and T makes sure the check in/out process is smooth and fast. If you need a rental car in Franklin, TN this is the place to go! read more

Worst experience ever! Literally I have never filed a review on Yelp, but I went to find this site just to relay this message: they will find a way to overcharge you no matter what you do. An employee watched me return my car to the parking lot (on time, the day it was due) and said nothing as I dropped the keys in the box and left. I've rented a million times and threw keys in the box during business hours without an issue. No one said to me at the time of this rental "bring the keys to the front desk" or I would have done so - it's literally 100 feet away from the box. Instead, I get to learn of this policy by finding a $65 charge on my bill several days later and making several phone calls. The manager refused to refund it. Total jerks! Seriously, don't rent here. read more

I chose this location because it was close to my daughter's house and I wouldn't have to walk the distance that you do in the airport. We arrived for our noon pick up five minutes late. The worker was dealing with another couple who also arrived a few minutes late. Soon there were four families waiting to get their reservation. The worker said that they closed at noon and we should have arrived early to get our cars. When we replied that then we get extra day charge, he said they would change our reservation time. I told him that nothing indicated that they closed at noon. He told me I should have Googled to find out the closing time. When the owner of the location was called, he said they have had a shortage of cars and had to pick and choose to whom they were able to rent cars. There were 6 cars parked outside in their Avis reserved spots. The 4 of us had confirmed reservations. The worker finally got up and closed the window on us as we were trying to work out what to do. He also told me my reservation was cancelled and I would be charged a $150 cancellation fee. And, I was told to try again tomorrow to see if they had cars I could rent. One gentlemen offered the worker $100 to give us our cars and he did not care at all. It was an incredibly horrible experience. Not an ounce of an apology. It was all our fault. I would give it 0 stars if allowed. read more

If it were possible to give this business 0 stars, that is exactly what I would give them. I am an Avis preferred member and my company has a corporate contact with Avis/budget--renting 100's of cars a week. This week, I rented a large SUV to move my daughter into college. When I rented on Sat the lady at checkout was delighted that I was early so she go home on time. They close at 12noon. She said there was a 2 hour grace period upon returning the vehicle which I was in. Which I was happy about since we were stuck in a traffic jam on the way home. So, I return the car and the manager/owner charges me an extra full day for being within the 2 hours. He said the 2 hour grace is non-existent and his employee would never have said that. Well, Thyrl Reed, Yes, she did tell me that!! He was extremely rude and I will NEVER rent from this location again! Run, don't walk from this place!!! read more

My rating comes from after returning the car. Getting the car was easy, Friendly staff, even got an upgrade! So I thought. Coming back from Cincinnati, I get pulled over for having expired tags. The cop started out being really harsh and threatened to impound the car. Told him that I have a baby at home and I have to be back tonight. He cut me some slack after I called AVIS from the side of the road and asked the guy working what I should do. The worker said, "bring it back and we'll get you another car". I only rented the car for 24 hours. I advised him that I am supposed to return the car today and don't need a different car. He said he would extend the rental and not to worry about it. He also stated, the tags don't show to be expired. (Um, they were and when I called a few days later, they confirmed that they were expired and someone put the wrong date into the system). However, being stopped for an hour put me right into Nashville rush hour traffic and of course being late to return the car. I returned the car that night and left the keys in the "after hours" box and thought that was the end of it. I checked my account a week later and saw that they had charged me for 2 days. I called, spoke to an employee and he advised me they couldn't take care of it and to call AVIS CS. I did. No notes for them to credit me back. Called the Franklin office again, stated they would take care of it and not to worry about it, still no refund. Called today, no answer-Went to VM. Still no refund. I almost wish I would have let the cop impound the car. Luckily, we weren't pulled over again before getting back to Franklin. read more