A
Avis
Verified Business
A
Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Avis is facing significant customer experience challenges across nearly every operational area. Customers consistently describe long delays in deposit refunds, disputes over damage claims, billing irregularities, and unresponsive service. While isolated branches and individual staff members receive praise, the dominant narrative reflects systemic frustration with refund handling, communication breakdowns, and perceived unfair charges across multiple branches nationally.
TrustIndex
2.3
Ranking
#11
in Car Rental
NPS Score
-84
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Avis is facing severe and systemic customer experience failures across nearly every operational area. Customers consistently describe withheld deposits, disputed damage charges, unanswered phones, and ignored emails. While a small number of branch-level staff receive praise, the overwhelming sentiment reflects deep frustration with refund processes, billing transparency, and after-sales accountability across multiple South African locations.
The most common complaint about Avis, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Aftercare. Communication & Aftercare (0.6) is the most damaging theme. Customers report ignored emails, dropped calls, empty refund promises, and being passed between branches and head office. Escalations to executives and CEOs go unanswered, leaving customers chasing their own money for weeks or months.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
Non refund from Avis Pretoria branch, the branch is withholding my refund because of a small dent in which I took super weaver to cover that but I am still told I am charged liability of R5800,I asked them how much was charged for the dent as I do not expect it to be over R1000,The are not answering their phones or responding my email and I am unable to visit the branch as I am out of the province.
1 reviews | Active since Jan 2020
Non refund from Avis Pretoria branch, the branch is withholding my refund because of a small dent in which I took super weaver to cover that but I am still told I am charged liability of R5800,I asked them how much was charged for the dent as I do not expect it to be over R1000,The are not answering their phones or responding my email and I am unable to visit the branch as I am out of the province.
1 reviews | Active since Jan 2020
I am extremely disappointed with the service I received from Avis Polokwane branch, especially from consultant Thabo Baloyi. This is my second vehicle renting with Avis, and I have always made my payments on time. On the morning of 22 May 2026, I emailed Thabo requesting my payment link for the month because my due date was approaching. He completely ignored my email. Around 12pm, I called the branch and was told he was unavailable and would call me back. He never did. I sent another email explaining that I had been trying to reach him with no success. Again, no response. My due date was 23 May, which fell on a weekend. I waited until Monday, 25 May, and Thabo finally called me. He informed me that my payment amount would be slightly different because of petrol charges from a previous return. I accepted that and simply asked him to send the payment link so I could pay immediately. He promised to send it “now now” — but never did. At around 15:00 on the same day, I emailed him again because I was still waiting for the link. No response. On 26 May, I emailed again asking for the payment link. After almost 5 hours, he rep**** saying, “I have sent the link,” yet I received absolutely nothing. I called the branch again and was once more told he was unavailable. I emailed him again informing him that I still had not received any payment link. No response. Then on 27 May, another consultant called me asking why payment had not been made, speaking as if I was refusing to pay, when in reality I had been begging for the payment link for days. He also promised to send it “now now” and never did. Later that afternoon, I called the branch again and spoke to a lady who said my account was being handled by Thabo and another consultant. She promised they would send the link first thing the next morning. Finally, on 28 May around 07:00, Thabo called and asked if I still had not received the link. He admitted that he had supposedly sent it twice already and blamed the system. While on the call, he finally sent the link — and suddenly it came through immediately. What shocked me most was the amount. I usually pay around R9,500, but the amount had now increased to R11,500. I understand fuel charges may have been added, but there is no way that alone accounts for such a massive increase. I strongly feel that I was unfairly penalised because the payment was delayed due to their own negligence and poor communication. I did everything possible from my side to pay on time. This level of customer service is unacceptable. Ignoring emails, failing to send payment links, making empty promises, and then charging customers extra because of internal delays is completely unfair. Very disappointed with Avis Polokwane branch.
1 reviews | Active since Jan 2020
I am extremely disappointed with the service I received from Avis Polokwane branch, especially from consultant Thabo Baloyi. This is my second vehicle renting with Avis, and I have always made my payments on time. On the morning of 22 May 2026, I emailed Thabo requesting my payment link for the month because my due date was approaching. He completely ignored my email. Around 12pm, I called the branch and was told he was unavailable and would call me back. He never did. I sent another email explaining that I had been trying to reach him with no success. Again, no response. My due date was 23 May, which fell on a weekend. I waited until Monday, 25 May, and Thabo finally called me. He informed me that my payment amount would be slightly different because of petrol charges from a previous return. I accepted that and simply asked him to send the payment link so I could pay immediately. He promised to send it “now now” — but never did. At around 15:00 on the same day, I emailed him again because I was still waiting for the link. No response. On 26 May, I emailed again asking for the payment link. After almost 5 hours, he rep**** saying, “I have sent the link,” yet I received absolutely nothing. I called the branch again and was once more told he was unavailable. I emailed him again informing him that I still had not received any payment link. No response. Then on 27 May, another consultant called me asking why payment had not been made, speaking as if I was refusing to pay, when in reality I had been begging for the payment link for days. He also promised to send it “now now” and never did. Later that afternoon, I called the branch again and spoke to a lady who said my account was being handled by Thabo and another consultant. She promised they would send the link first thing the next morning. Finally, on 28 May around 07:00, Thabo called and asked if I still had not received the link. He admitted that he had supposedly sent it twice already and blamed the system. While on the call, he finally sent the link — and suddenly it came through immediately. What shocked me most was the amount. I usually pay around R9,500, but the amount had now increased to R11,500. I understand fuel charges may have been added, but there is no way that alone accounts for such a massive increase. I strongly feel that I was unfairly penalised because the payment was delayed due to their own negligence and poor communication. I did everything possible from my side to pay on time. This level of customer service is unacceptable. Ignoring emails, failing to send payment links, making empty promises, and then charging customers extra because of internal delays is completely unfair. Very disappointed with Avis Polokwane branch.
1 reviews | Active since Jan 2020
THE WORST CUSTOMER SERVICE EVER! I had a mini lease agreement with Avis for a YEAR! when i left south africa they can not simply close the contract and deduct the required amount!! I AM the one who keeep calling and emailing them with literally no feedback on any platform!!! they just send me useless sms NEVER again with such behavior
1 reviews | Active since Jan 2020
THE WORST CUSTOMER SERVICE EVER! I had a mini lease agreement with Avis for a YEAR! when i left south africa they can not simply close the contract and deduct the required amount!! I AM the one who keeep calling and emailing them with literally no feedback on any platform!!! they just send me useless sms NEVER again with such behavior
1 reviews | Active since Jan 2020
I rented a car from the 29/04/2026 till 5/5/26. Today is 26th they haven’t released my deposit, called them several times and they said i should wait for 3 working days all the time.
1 reviews | Active since Jan 2020
Good day, I was involved in a car accident, and my insurance company provided me with a rental vehicle while my car was being repaired. On 22 April, I returned the rental car to the Mondeor branch in the morning. The vehicle was inspected at the branch, received by their staff, and I left it there. At that time, I was informed that the car was in good condition. Later that same day, at around 14:00, I noticed that I had not received any proof or confirmation that the vehicle had been returned and received in good order. I then called the Mondeor branch to follow up. They asked for my email address and later sent me a receipt confirming that the vehicle had been received in good condition and that I would be refunded my R2000 deposit. However, the following morning, I received a call from the Mondeor branch. I was informed that the rental car had damages which they had only discovered the next day. I immediately questioned how this was possible, as the vehicle had already been returned, inspected, and accepted by their staff the previous day with no issues raised. When I asked who had inspected the vehicle, I was told it was the same staff member. I then asked how damages were only noticed the next day when the car had already been in their possession overnight and had initially been accepted as being in good condition. The staff member then asked me to come to the branch to view CCTV footage. Unfortunately, I informed him that I was at work and unable to come in person. He then asked whether I had WhatsApp on my number, and after I confirmed, he said he would send me pictures together with the footage. Before this, he had also claimed that he had tried calling me the previous day, but I informed him that this was not possible because I had already spoken to the branch later that same day and had even received the return receipt by email. He seemed surprised when I explained this. After that conversation, he only sent me pictures of the alleged damages via WhatsApp. No CCTV footage was sent, and there was no further communication from the branch. Later, I began receiving notifications stating that I was being charged for damages to the vehicle. I contacted them several times, but I kept receiving unclear information from different staff members, and no one could properly explain how the damages were determined after the vehicle had already been accepted and signed off in good condition. Last week, I called the contact number shown in the notifications. I was advised to submit everything in writing together with all my supporting proof. I did this, and I received a response confirming that my case would be investigated. However, the following day, I received another notification stating that my account was being handed over. I immediately took a screenshot and sent it to them, but I received no response. I then called again yesterday and was told that they had forgotten to freeze my case while the investigation was ongoing. I raised concerns about what impact this would have on my name and record, but I was told that I would still be handed over. I am extremely concerned because the vehicle was returned, inspected, and initially accepted in good condition. The alleged damages were only raised the following day after the vehicle had already been in the branch’s possession overnight. Kind regards Ms LN Nkabinde
1 reviews | Active since Jan 2020
Good day, I was involved in a car accident, and my insurance company provided me with a rental vehicle while my car was being repaired. On 22 April, I returned the rental car to the Mondeor branch in the morning. The vehicle was inspected at the branch, received by their staff, and I left it there. At that time, I was informed that the car was in good condition. Later that same day, at around 14:00, I noticed that I had not received any proof or confirmation that the vehicle had been returned and received in good order. I then called the Mondeor branch to follow up. They asked for my email address and later sent me a receipt confirming that the vehicle had been received in good condition and that I would be refunded my R2000 deposit. However, the following morning, I received a call from the Mondeor branch. I was informed that the rental car had damages which they had only discovered the next day. I immediately questioned how this was possible, as the vehicle had already been returned, inspected, and accepted by their staff the previous day with no issues raised. When I asked who had inspected the vehicle, I was told it was the same staff member. I then asked how damages were only noticed the next day when the car had already been in their possession overnight and had initially been accepted as being in good condition. The staff member then asked me to come to the branch to view CCTV footage. Unfortunately, I informed him that I was at work and unable to come in person. He then asked whether I had WhatsApp on my number, and after I confirmed, he said he would send me pictures together with the footage. Before this, he had also claimed that he had tried calling me the previous day, but I informed him that this was not possible because I had already spoken to the branch later that same day and had even received the return receipt by email. He seemed surprised when I explained this. After that conversation, he only sent me pictures of the alleged damages via WhatsApp. No CCTV footage was sent, and there was no further communication from the branch. Later, I began receiving notifications stating that I was being charged for damages to the vehicle. I contacted them several times, but I kept receiving unclear information from different staff members, and no one could properly explain how the damages were determined after the vehicle had already been accepted and signed off in good condition. Last week, I called the contact number shown in the notifications. I was advised to submit everything in writing together with all my supporting proof. I did this, and I received a response confirming that my case would be investigated. However, the following day, I received another notification stating that my account was being handed over. I immediately took a screenshot and sent it to them, but I received no response. I then called again yesterday and was told that they had forgotten to freeze my case while the investigation was ongoing. I raised concerns about what impact this would have on my name and record, but I was told that I would still be handed over. I am extremely concerned because the vehicle was returned, inspected, and initially accepted in good condition. The alleged damages were only raised the following day after the vehicle had already been in the branch’s possession overnight. Kind regards Ms LN Nkabinde
1 reviews | Active since Jan 2020
I rented a vehicle from Avis at Cape Town International Airport from 28 April to 3 May 2026. My rental package included a Windscreen, Tyre and Third Party Damage Waiver with zero liability (R0) for tyre damage — as clearly stated on my signed contract. During the rental I experienced a tyre puncture. The tyre was unrepairable and a spare was fitted. I contacted Avis breakdown as instructed and was directed to the airport branch who handled the matter. On receiving my final invoice I was charged R460.87 for tyre/wheel damage despite my zero liability waiver. When I disputed this, Avis reframed it as a “damage administration fee” — a distinction that does not exist anywhere in my signed contract which states liability as R0 without qualification. I was also charged R100 for time and distance despite collecting the vehicle at the exact documented start time and returning it one hour early, and R154 in fuel charges despite returning the vehicle at the same fuel level. I have now sent seven emails over three weeks. I have dealt with four different agents — Katlego, Dumisani, Nothando, and Andile — none of whom have provided a satisfactory response with specific contractual justification. The fuel charges were escalated for investigation on 17 May with no outcome provided. This matter has been escalated to management twice with no resolution. I am now referring this to the Motor Industry Ombudsman of South Africa and the National Consumer Commission. Total disputed: R715.26.
1 reviews | Active since Jan 2020
I rented a vehicle from Avis at Cape Town International Airport from 28 April to 3 May 2026. My rental package included a Windscreen, Tyre and Third Party Damage Waiver with zero liability (R0) for tyre damage — as clearly stated on my signed contract. During the rental I experienced a tyre puncture. The tyre was unrepairable and a spare was fitted. I contacted Avis breakdown as instructed and was directed to the airport branch who handled the matter. On receiving my final invoice I was charged R460.87 for tyre/wheel damage despite my zero liability waiver. When I disputed this, Avis reframed it as a “damage administration fee” — a distinction that does not exist anywhere in my signed contract which states liability as R0 without qualification. I was also charged R100 for time and distance despite collecting the vehicle at the exact documented start time and returning it one hour early, and R154 in fuel charges despite returning the vehicle at the same fuel level. I have now sent seven emails over three weeks. I have dealt with four different agents — Katlego, Dumisani, Nothando, and Andile — none of whom have provided a satisfactory response with specific contractual justification. The fuel charges were escalated for investigation on 17 May with no outcome provided. This matter has been escalated to management twice with no resolution. I am now referring this to the Motor Industry Ombudsman of South Africa and the National Consumer Commission. Total disputed: R715.26.
1 reviews | Active since Jan 2020
No refund of deposit. I hired a car on the 4th of May to be returned on the 11th of May 2025. Upon returning the car I was notified that the ca had a dent which was there when I took the car and that they will subtract from my deposit. It has been a week now with no communication as to how much they will subtract and refunding my deposit. Very unprofessional when it comes to communication.
1 reviews | Active since Jan 2020
No refund of deposit. I hired a car on the 4th of May to be returned on the 11th of May 2025. Upon returning the car I was notified that the ca had a dent which was there when I took the car and that they will subtract from my deposit. It has been a week now with no communication as to how much they will subtract and refunding my deposit. Very unprofessional when it comes to communication.
1 reviews | Active since Jan 2020
AVIS RENTAL AGREEMENT NUMBER: 29474653DE4 WRONG AVIS AGREEMENT: E256529103 CHECK 24 BOOKING NUMBER: 22343949 AUTO EUROPE: EU22343949-1 Case Summary: • I booked a rental car for 14 days in May 2025 in Faro, Portugal. • The car rental was fully prepaid through CHECK 24. • Due to a medical issue ( I did not feel well), I was forced to return the vehicle two days earlier to AVIS FARO AIRPORT than planned. • At the AVIS FARO AIRPORT RETURN COUNTER, I was unexpectedly presented with a new rental contract and immediately charged €698.77 to my credit card. • I was not informed in advance that returning the vehicle early would cause the original prepaid price to be invalidated or replaced with a substantially higher rate. • I did not consent to this re-pricing and did not sign any new rental agreement explicitly authorizing a €698.77 surcharge. The new rental agreement is a cheating issue.
1 reviews | Active since Jan 2020
AVIS RENTAL AGREEMENT NUMBER: 29474653DE4 WRONG AVIS AGREEMENT: E256529103 CHECK 24 BOOKING NUMBER: 22343949 AUTO EUROPE: EU22343949-1 Case Summary: • I booked a rental car for 14 days in May 2025 in Faro, Portugal. • The car rental was fully prepaid through CHECK 24. • Due to a medical issue ( I did not feel well), I was forced to return the vehicle two days earlier to AVIS FARO AIRPORT than planned. • At the AVIS FARO AIRPORT RETURN COUNTER, I was unexpectedly presented with a new rental contract and immediately charged €698.77 to my credit card. • I was not informed in advance that returning the vehicle early would cause the original prepaid price to be invalidated or replaced with a substantially higher rate. • I did not consent to this re-pricing and did not sign any new rental agreement explicitly authorizing a €698.77 surcharge. The new rental agreement is a cheating issue.
Avis scores 1.4 out of 5 on Hellopeter's AI analysis of service quality in Car Rental, compared to the Car Rental industry average of 2.4. Their strongest theme is Vehicle Condition (1.7); their weakest is Pricing & Billing (1.1). The top AI-rated Car Rental business on Hellopeter is Drive.co.za (4.5). How is the AI Score calculated? →
Avis has a TrustIndex of 2.3 out of 10 on Hellopeter, based on 354 reviews in the last 12 months. Hellopeter has tracked Avis across 4,296 total reviews. How is the TrustIndex calculated? →