I've been renting cars from this location for a few years now and the customer service provided had been excellent UNTIL this new lady who calls herself the "new manager" as of a few months back started working there. Her customer service is AWFUL to say the least. If there was a way to give her a MINUS few stars, I would. Come on AVIS, you can do better than this person inability to provide good customer service. read more

Had an emergency at 1:45 on a Saturday, Avis says they close at 2pm, rushed over there and there were 2 people in front of me, I think I am screwed but Norman the only guy on duty was extremely helpful and accomidating. He ended up staying much later then he was supposed to in order for me to get the right car. If you go here ask for Norman! read more

Sadly I had to rent a car for over a month and half. Luckily Avis was my first stop. I came to this location because it was the closest near my house. The 2 gentlemen that work there really know the definition of customer service. They are both super polite and helpful. The first car I got was a 2013 Mitsubishi Lancer in silver. The car was a but uncomfortable to drive in but I was just glad to have a car to get around In. After 3 weeks I returned the car because I was leaving for a week to Mexico. When I came back I went back to this Avis to get another car. This time I got a 2013 Nissan Altima. This car was so comfortable and just perfect. So perfect I'm even considering it as my next car purchase. Sadly I was hit on the freeway with this car. Of course I freaked out since it was not my car. The second thing I did after getting the other drivers information is I called Avis. One of the guys answered and reassured me everything would be okay. He made me feel a little better. They even offered to swap cars. However, the accident was over $1,000 worth of Damage so they couldn't swap me out. Which was okay because our insurance offered us a car with Enterprise. Either way I was more than satisfied with my experience at Avis. I will definitely consider them next time I need a car rental. read more

Today I dropped off my rental at the Van Nuys location, in which I was very hesitant to do, but I didn't want to fight anyone over charges. So I get there at 815am and lo and behold a different face was present (thank goodness) it was Norman. I've never met him before, but he was super energetic, friendly and professional. That's the kind of service I'm use to receiving from that facility. read more

If I could give no stars I would! 9.89 per gallon is what these people will charge you to fill up. Please go to enterprise!!!! Cars aren't clean and you do not have much of a selection! read more

Our credit card which we only used at this rental agency was stolen and used for fraudulent charges. Also kept us waiting an hour past our rental time. Won't be coming back. read more

I will definitely will go back to rent car from the Van Nuys location! Mike was very professional, friendly, and helpful, but most of all patient!! Thank you so much for all of help and understanding!!! The Van Nuys location has excellent customer services. read more

Very disappointed.... My car was totaled a couple of month ago, and 3 weeks ago, someone backed up into the drivers door of my husbands pick up truck. The car was still drivable and we were waiting for a better moment ( financially speaking) to fix it. 2days after, the car broke down, transmission failed, due to the hit. We had to rent something right away, because we were car-less and had to go to work. We went to this Avis agency to rent the car for a week. Rental was quick and easy. On the day we had to bring it back, we got stuck at the chiropractor (for the previous accident where my car was totaled) and brought the car an hour late. They weren't at all understanding and charge us $40 just because we were only one hour late! It's not like we had to be there at 9am and arrived at 5pm.... This is outrageous. None of it was our fault, we were going through a rough time, under a lot of stress and had a lot going on. A little bit of understanding would have been appreciated. read more

It was one on my worse experience that I have, first of all the guy gave wrong pricing code on the phone and I told him I would be there in 5 mins and I was but the guy left and came back after 30 mins and he gave me the price that I was surprised. Basically they don't know what they are doing. read more

This is a Great place to rent a car... I had a terrible car accident and my car company wouldn't give me a rental reimbursement but i needed a car to get to work for at least a month while my car was being repaired. Arnold the friendly guy at Avis helped me secure a reasonable priced compact car which was sweet, nicer then the car I owned :( I miss my rental car. But anyways told him i would leave a review as there new to the area I would definitely recommend them for anyone who needs to rent a car they even had BMW's, and other high end cars for rent as well as the fiestas which i got but still they were super nice and gave me a ride to pick up my car from the body shop a few blocks away. I usually hate renting as its always a long drawn out process but Arnold made it a pleasant experience. He has the charm of a scholar and the wit of a fool very entertaining if i could give them more stars i would... Sorry i'm not the best with grammar and spelling lol Dont judge me... read more

I have been a preferred member with Avis for years and Stella & her team provide THE Best customer services to their customers. Stella gave me this personal warm greeting the second I walked through that door even she was on the phone, she would make sure she acknowledged my presence with a warm smile - she trained her team the same way. She carefully listened to my needs (had to swap car due to low tire pressure) and quickly got the situation fixed for me. I travel way too much and I am confident to tell you tgat you could never find anyone at any car rental place who are as welcoming and friendly as Stella. This place is quick and efficient! read more

First time to rent to this branch of Avis. Stella (Manager) provided me and my family excellent service. She's friendly, accommodating and most of all, professional. They provided us reasonable rates and even gave us a free upgrade for our Thanksgiving Holiday. Customer service here is great, I give them 5 stars. I give them 4 stars on the car and overall rating because the SUV we got has some minor comfort issues. The vents of the air conditioner were broken. There was also a pack of Twizzlers candy left by the last renter. Whoever cleaned the car should have noticed it and reported the damage to the manager for the next renter (like us). We didn't notice the issue until we drove the car home. To fix this problem, Stella said that she's pulling out this SUV from their inventory and returning it to the main branch. Safety and comfort were her main concern. She won't have other people rent this SUV again. I am happy that she cares to fix these issues and take matters seriously. Overall, I won't hesitate to give this Avis 5 star next time. I also like the fact that they are open Sundays and even Stella works on Sunday! We'll definitely rent here again. Staff here care about their work and pride themselves for running a decent Rental Car place. read more

The website was easy to work through. The day that I came to pick the car up I was running a little late. The staff was understanding of this and adjusted my rental time. I had a few questions about the rental options from the start however they worked with me to get the best option with the most affordable price. The atmosphere in the office is easy-going. I was surprised by how easily they are able to get you in and out while still carrying on a conversation and joking around with the customers. The fact that this place is close to where I live, coupled with the outstanding service, guarantees that I will return for any future car rentals. read more

My family has been renting from these guys for about a year now. They are friendly, accommodating and on top of their sh--.

Amazing customer service. Stella who is the manager is such a sweet heart. She cares about her customers & she's fast on responding back to emails and phone calls. Also Fred that works there is really kind as well and definitely helpful. I would recommend this company to everyone only because there customer service is just outstanding ! read more

I got in a car accident and needed a car at the last minute before closing. Norman was so helpful and delivered exceptional customer service. I will continue to these guys because of the great service I always get!! Thank you!! read more

They were late picking me up 30 minutes, no calls, and now emails. They lied when I called every 15 minutes telling me some one is on the way. The truth was they forgot to pick me up. This became evident when I asked 5 the driver when he was told to pick me up. Management never called me back. And I will never do business with them again. read more

Norman was very helpful. I even called him a few times to ask him how the car worked because I am so slow when it comes to new technology. He had no problem helping me out. Thanks! read more

Just completed two week rental from Avis Van Nuys. Great price without airport fees, unlimited mileage and excellent customer service. Pick up and drop off were trouble free. Avis Associate Fred did a terrific job in handling my rental. Would definitely rent again from the Van Nuys Avis. read more

Worst customer experience in my life! I am five months pregnant, arrived to this agency and was immediately greeted by negativity from the so called owner Stella. She phoned me as I was exiting my ride in the parking lot to tell me the vehicle was not ready. I walked in and instead of greeting me with a hello or can I offer you water in this record breaking heat as its obvious you are very well pregnant she proceeded to argue with me about the vehicle not being ready as it was taken for an oil change. I don't care just give me a car, what type of rental car agency are you with only 3 cars? She then proceeded to overcharge me by rewriting a rate on my contract at that point I gave up and asked her to cancel as I rather walk a mile in this heat than give her my business. She is a horrible person, we have choices as consumers, do not rent from this agency!!! If you want a warm and professional experience head to enterprise right down the street. They actually greeted me with a warm welcome and offered a bottle of water and have car options to choose from!!! read more

So I first rented a car from San Diego and to drop it off here in van nuys. When I got in the car the tire light was on. I called them and they switched the vehicle for no questions asked. The only hassle was taking all my luggage out and having to reload it into the new car. Drove all they way up to the San Fernando valley tired from my vacation to have to wait 30 minutes for the guy to come back from idk where. And for him not to even say fiery for keeping you waiting or anything like that and speaking to my boyfriend and I rudely. And on top of all that he doesn't even know what he is doing that he and has to make phone calls to other people what to do. This is the first time I have rented a car from them and I will not be renting a car from them again. I have used enterprise before and had no issues with them at all. Next time I need a rental I will be call enterprise. read more

best place to RAC with impeccable customer service!! look no other place than this Avis location the best! way better than enterprise....hands down from the owner to the staff.great job! read more

Reserved a standard suv. When I arrived I was told a Toyota RAV4 is considered a standard suv and a Ford Escape is an intermediate. Since both are the same size I questioned this and was told if I wanted something larger I could pay an upgrade fee for a Ford Explorer. Needing an suv larger than a RAV4 I opted to pay additional for the explorer. When I left, I called Avis customer service and was told a RAV4 is absolutely an intermediate not a standard. They agreed to reimburse the upgrade fee but I won't be doing business at this location again. The employee either needs more training or flat out lied to me. read more

I went to the one in Van Nuys, all stressed out because I needed a car immediately. Norman and Fred helped me get a not only a great deal, but a really fun car! They had a great selection to choose from, and I was able to surprise my kids with a red, convertible mustang, which they loved!! Great customer service!! read more

If I could give a negative star I would. I've rented tons of vehicles from Avis for many years mainly out of the Burbank Airport location, but Fredrick at the Van Nuys location is a jerk and a thieve. He tried to extort $50.00 cash out of me because my rental was "dusty" so not happening. I will be in contact with the District manager and with the better business bureau. His exact words were um the car is dusty and for that we are going to charge you an additional fee but if you give me $50.00 cash we will call it even. Now if that is not extortion than what the heck is it? He was rude to the person in front of me who was 10 minutes early to pick up a minivan and he was rude to me. He walks around with a miserable look on his and if he doesn't like his job then maybe he should look for another one. When he walks in and out of the location he slams the door and has zero presentably towards the customer he is very monotone and has zero personality or customer service skills. When I told him I would not pay him $50 cash he got very upset and said that he could charge me up to $200.00 but that he was giving me a break and only charging me "$50.00 cash". The sad part is who knows how many other people he has done this to and has gotten away with it. Preferred Avis Member for over 11 years read more

Stormin Norman is the best customer service representative that I have ever experienced at a car rental company!!!

What a nightmare! I made an online reservation the night before I needed a truck for a move (they rent Avis cars and Budget trucks). The online site said there was a truck available so I locked in the reservation, and made a credit card deposit. The next day I drove 15 miles to the location to pick up the truck and they said they were overbooked, no truck was available, and here I was supposed to move that day. To add salt to the wound I saw a charge on my credit card statement two weeks later; they charged me $50 for a "no show" fee! I should be charging them for an inconvenience and breaking a contract fee! After trying to call them and getting the call disconnected three times I finally got someone. I told them to reverse the charge as I did show up and was turned away. Instead of them apologizing, they said they will reverse the charge as a "one time courtesy" like they were doing me a favor! HORRIBLE customer service and an uncaring attitude. If you do book online make sure you confirm and reconfirm to make sure your vehicle is there, even then there are no guarantees. read more

At church Sunday morning my vehicle stalled in the church parking lot, my eighty two year old disable Mother and contacted AAA and were towed to the service shop, the Honda Service Center Representative explained that they do not offer a rental service on Sundays as the company they have a contract with is not open. So my Mother and I were stranded, we have plenty of friends and family that could have helped us, but it was early Sunday and I wanted to give everyone the day off. So I contacted this Avis office and found that Norman was beyond helpful, he demonstrated excellence in is work by listening to my concerns and offering me a solution to and then delivering on it. I had a great customer experience with Avis due to Norman taking initiative to ensure that my Mother and I were taken care of. Norman proactively focused on what was best both of us and he performed his job with honesty and integrity. He got us a great deal and was very patient. Due to Norman's actions my Mother and I were able to get home safely and in a timely manner and he has a great attitude as well. read more