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  • If I could rate this zero stars I would. We encountered mechanical issues with our van that we rented and when we called my phone call went to the call center. I was told that they were bringing us a replacement vehicle and I ended up on hold for over an hour they tried to tell me to go to "pep boys" to see if we can get the van fixed rather than send someone with a replacement vehicle when it was the transmission that went out on the van. They told me that someone were on their way and that they were going to call and they never did, then I called and spoke to the manager Maria and she told me she would call me back - but when she hadn't called after 45 minutes I called the office and they told me that she had left for the day. I then got put through to a woman named Mona who was extremely rude and hung up on me. I waited from 7 o'clock at night until 1230 in the morning stranded with someone who is handicapped and a nine-month-old baby and they didn't seem to care. I had to incur the expense of renting a hotel room and also I was on able to pick my relatives up at the airport which was the whole reason for the van rental. This resulted in us having to take taxis which of course was another expense that we should not have had to incurred. The vehicles are poor quality, they are not maintained. The customer service is horrible. I do not recommend this company to anyone and in fact I am filing a complaint with the Better Business Bureau. Because their lack of service and safety for the vehicle, it interrupted my trip and there was no remedy or offer to resolve the issue. Update - AVR responded that they were concerned and wanted to resolve the issue but never contacted me and don't return my calls. Again, all talk and no action, no follow through.
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