Amazing that I have the same comment as those listed below as obviously no action has been done. Waited an hour in line with two employees at 5 pm then my 80 yo mother waiting 2 hours at this time and counting. It's 9 pm she started at 7 pm and there is one employee. All the others do not have cars so Avis is monopolizing and providing horrific service. Don't go! read more

0 / 5 stars. Only reason I rented there was for extra AAdvantage miles. Just don't know where to start.... Estimate was $100 for 2 day rental. I was expecting some extra charges, but after declining any extras, the cost went up to $175. Completely unacceptable with several hidden fees. God knows how much more they'll charge for the toll roads I used. Not even connected to the terminal. Had to walk for 10min with the suitcase. Next time I am just grabbing a $15 cab to the hotel (never going to PR again though) Looks like only 1 of the people there was able to speak English properly. I don't even know how PR is a USA territory. Attendants were talking with each other in Spanish on non-work related topics and neglected the growing queue. Car was extremely dirty inside and out. They didn't even wash it. When I tried to point out a couple damages the guy refused at first to note them. I had to get out of the car and clearly point them out. He also spoke limited English. Took a Ford Fusion expecting a bit more power. Got the smallest engine SE version. Car nearly stalled 3 times when going to the rain forest on the uphill road. I would never rent from AVIS in general, but after this I will even advocate against other people doing so as well. Worse experience than actual 3rd world countries I've been to. I never expected PR to be this bad as well. read more

Literally waited three hours to get our car. Would never rent from this Avis again, there's no price that's worth it.

Despite the poor reviews, I have always had excellent experiences with the Avis at SJU airport. I have rented here on 4 separate occasions, and every time the staff has always been very helpful. Location is right across the road and very convenient. Pick up - You do a self walk around of the car and mark where you see scratches/damages. You will hand this to the gate agent as you drive off the lot. I would spend extra time marking damages you may see. Because the car is in the garage, it may be hard to see all damages. Wait time - I have seen the line be very line. I highly recommend renters to sign up for Avis Preferred as this will allow the you to SKIP the lines and head right to your car. Preferred saves all your information (payment method, driver's license info, etc) so it speeds everything up. Preferred Desk Staff - As a preferred member, the staff at the preferred office have been very accommodating with my rental needs. This past visit, my rental rate was not posting correctly, and the preferred agents were able to adjust it for me very easily. They did not have to do this, and I know other Avis locations that certainly would not have done so, but these agents were trying to fix everything for me so I did not incur additional charges. Lot / Car Selection - Seems to be hit or miss like most rental car facilities. I have seen many SUVs and sedans though on both visits. Never had any issues waiting to pick up a car. Overall, I will continue to rent with Avis at SJU. Their staff is fantastic and very willing to help. They once waived the upgrade surcharge so I got a Mustang Convertible :) read more

I wish I could give 0 star! This is the worst car rental. I have my booking at 8:30 but I got the car at 10:30 because there is only one employee at the counter!! No matter how long the line is they don't care, they keep you waiting. This is crazy read more

I purchased $775 in gift certificates. I called customer service to make sure I did it correctly. Customer service said when I picked up, I needed to give credit card for a hold but when I dropped off I would give the gift certificates and they would credit my card. When I picked up, I showed the representative the gift certificates and she said never in her 26 years had she seen that. Also, she charged my card the incorrect amount ($210 higher than the quote). When the driver pulled the car around, I showed him the the gift certificates. He said he had been there 15 years, saw them all the time, and to just ask for the manager when I dropped off if I had any problems. When I dropped off, the person ringing me out said I had to go inside for my credit. The line for people picking up was over 2 hours long (because only one person was working) and I had a plane to catch so I cut the line and spoke with the same representative I had when I picked up. She said the drop off man had to help me. I went back to the drop off man and he sent me back to the pick up lady. I went back inside and demanded to speak to the manager. The manager (Emanuel Pagan) came out. He asked the representative about the gift certificates and she said that she hadn't helped me because she knew exactly what to do with those (a flat out lie!). The manager refused to help me and threatened to call security if I didn't leave immediately. I left in tears, having had the worst customer service experience of my life. read more

Ridiculous wait times. The Avis and Budget counter lines were combined at 2:45pm on a Saturday with only one representative taking care of all reservations. Two hours went by before we drove out of the lot. We waited 1 hour and 20 minutes at the counter and 40 minutes for the car to be ready. Our reservation was prepaid so we couldn't cancel it. At least 3 families left the line as we were waiting for our turn. They went over to the other car rental companies on the same floor - Alamo, National, Enterprise and Hertz, none had lines at their counters. Never again. read more

Waited two hours on line, only one worker was able to check everyone's car rental in.

worst car rental experience ever. Actually so bad that I didn't even get a car. A car that I prepaid for 3 months earlier when I made the reservation. When I arrived at SJU I was one of dozens of people who were told that neither Avis or Budget had cars. After standing in line for an hour, a rep spoke to each customer, explained the problem and wrote our name on a list. We we then told to take a taxi and return the next day. They promised to pay for both way taxi. The next day, I called to make sure they had cars - they had none and knew nothing about a list, and nothing about promising to pay for taxis. Then they said my reservation was cancelled. Our vacation was really compromised since our hotel was 40 min from the airport and in a rural area of Puerto Rico. Never Again! read more

This rental process is brutal. A line of 5 people took 30+ minutes and now after paying I've been waiting for my car for over an hour. Who knows when it'll be here. read more

The service is incredibly slow and the people working the counter can be really rude. Don't rent from here.

This was a horrible experience. We arrived after our flight and waited in line for over 30 minutes at the desk to fill out papers, only to find that we were getting a different car than they had promised us. Then, after waiting an HOUR AND A HALF, they finally brought it out. Save yourself the stress and go to any other car rental place. read more

Terrible service. 75 people in line and there was only 1 person working the desk. No electronic check-in. What year is this? Worst experience. read more

Came in at 2am to BQN, the young man at the counter had a very pleasant and helpful attitude. The vehicle itself was in good state. Check out was quick and the vehicle was ready to go, returning the same. Would repeat business at this location with Avis. read more

You wrote a review for Avis Rent a Car 8 minutes ago 1.0 star rating 2/28/2019 I rented a car from San Juan Puerto Rico. The car they gave me had an expired registration. I got stopped by a police office I received 1,000 worth of tickets. I tried calling customer service they never answered the phone I was a nervous wreck my daughter was crying because the office told me he would have to leave us walking. It was a horrible experience and I don't recommend Avis. I never received an apology and even calling corporate all I was told is send the tickets not once did I hear I am sorry for the inconvenience. read more

Prepared to wait for two hours to get your car the customer service is lousy and then they ding you with ridiculous charges at the end. I will gladly use anybody else but this group of jerks. DO NOT WASTE YOUR TIME HERE!!! read more

The lady at the airport was nice and efficient we had no problems but the company has no back up in case of emergency. We got crashed into they left us stranded took their vehicle and wanted us to go w the tow truck three hours away to get another car. This was not communicated to us or the towing company. This was last night at 8 pm I need to show up toda at 8 to see if they can help meantime I have no car . read more

This was my worst car rental experience by far! We get off the plane and are told that our car rental reservation is not ready because they do not have any cars yet. There were seven other people waiting told the same thing. Finally when we are told there are cars available, we are told we can't use either our credit card or debit card because our drivers licenses have both of my husband's last names and our debit cards and credit cards only have one of the same names. Thankfully we booked the vacation with Jet Blue Vacations and they were more than willing to accommodate us with changing the name on the reservation or refunding us for the amount we paid. I am utterly disgusted by this company's lack of professionalism and the way they treat their tourist. It is unacceptable to not have cars cleaned and available on time for schedules reservations as their unwillingness to accept our cards was also an incredible inconvenience. I WOULD NOT RECOMMEND AVIS IN PUERTO RICO. Just to update my experience: while waiting for a car not available, we were upgraded (without being asked) to a larger vehicle. As we planned to go around the island and didn't want to pay more for gas we asked to have the car that we requested initially in our reservation. The car we received was dirty outside and had a huge key mark on the hood. They also marked the contract at 3/4 full but only put 1/2 tank of gas in it. I took a video of the car and had them adjust the contract to reflect the ACTUAL amount of gas in the car. These people are half way crooks! DO NOT WALK BUT RUN TO ANOTHER LOCATION. read more

It took a while to rent a car. Then we got a car. The car had dents damage . They do not look at their cars at all. They want you to look at your rent a car and mark off any damage their is on a small white paper. I never went through this before with any car rental . read more

Their service at the airport was fast and efficient, however the car battery died twice and there was not a Avis office near to the area I stayed to be able to replace the car, they sent me their service to the locating where car died but the guy got too late and somebody else helped me and I needed to pay for to the people helping me (twice). The battery needed to be replaced as a part of the maintenance and they knew it and let me take the car. read more

If I could give this place NEGATIVE 5 stars I would. Save yourself from starting off a vacation CARLESS and stuck in their off-terminal office (it's not connected to the terminal yet, but I saw their new booth just across from bag claim that's being setup). Where do I even start? 1. I booked an SUV for Christmas Day pick-up at 5 PM two months in advance to arrive to a chaotic office with a bunch of angry customers and not a single car available for anyone that was there when I was there at 4:30PM. 2. Forget the local phone number they posted. Let's just say they don't even have a phone number because they NEVER answer and best of all they HANG UP on you if you let it ring forever. I even called at midnight and nobody picked up. I know they don't pick up because I was standing in line the day I was trying to pick up my car and all you could hear is the phone ringing endlessly. 3. Avis shuttle bus that picks you up from bag claim to take you to their office as it's outside the terminal doesn't even bother to help you with your bags. While I only carry what I can pack and didn't need their help, it's something I noticed that's different from some of the other airport shuttle buses I've taken. 4. Doesn't follow through, clearly, as per point #1 above. They haven't called me back and they said they would call the next day to let me know when the car is available. Not even sure I will get a car period during my time in Puerto Rico, which is suppose to be a roadtrip. 5. Their corporate office can't even get ahold of the Avis manager in the airport avis location. I learned this as I tried to escalate through their corporate offices to no avail. 6. I tweeted at Avis trying to alert them to this matter in hopes that they would respond to me/escalate/assist/do something/anything but NO! Not even a peep. Definitely feels good to know that they do tweet back, lots of them, at other customers but not me. I'll post an update on them after I finish up my vacation and we'll see if they ever get me my rental car that I booked to take out two days ago. Just AVOID this place if you can and definitely on holidays/peak days!!!!!! 1/2/2014 UPDATE: I never got a call from Avis and I never got a rental car for my roadtrip in Puerto Rico. There weren't any cars available at other similar rental companies. We called every day to check on different car companies with no luck. I spoke with an Avis corporate agent who said that they would give us $50 for transportation or if I could find a rental car that they would reimburse us the additional/excess cost if it was over and above the rate I was suppose to get for the Avis rental. $50 is a complete joke compared to the $300 SUV car that I booked/planned to rent from Avis to use to drive from Puerto Rico's West coast to East coast. We ended up calling multiple car services daily to take us from Point A and B with no flexibility that you would have with a rental (e.g. random stops) and crossing our fingers that the car service would show up to take us to our next activity on time. This was such an annoyance to my vacation and worse than going back to work. Avis you really ruined it for me with this experience and created a PREMIUM CARLESS ROADTRIP (those daily car services weren't cheap at all) for me and for that I will avoid you like the plague and never ever rent a car from you anywhere in the world. read more

We have been coming to Puerto Rico yearly, just after Christmas, for nearly a decade. In this time, our family has seen the San Juan airport Avis go downhill year by year - But this year was a steep drop-off, and their service was so unbelievably poor that we will avoid Avis at all costs in the future. So much for their slogan, "We Try Harder". Avis made absolutely no effort to make their mistake right. Our reservation, made a month in advance, was worthless. We caught the Avis shuttle, and as usual, that went smoothly, and the driver was courteous. Like other reviewers, we arrived at the Avis office to find a crowd of irate customers, most of whom were waiting for a taxi to go elsewhere. The desk staff were overwhelmed, but were being unnecessarily curt and rude to everyone that we saw walk up to the desk. They refused to provide a date when we might have a car, did not offer any accommodations, such as a discount (An upgrade was out of the question, as we had rented the highest priced car available, a Chrysler 300), and begrudgingly offered to provide a single taxi fare to our apartment. We rely on a car every year for traveling the island and doing the things we came here to do. We drive across the island to see sights, go out to dinner, and even get groceries, since we rent an apartment with a kitchen. We tried to explain that not having a car was devastating to our vacation. This was met with "too bad", and they refused to pay for more than one cab ride. After a long argument, they agreed to pay for the cab to stop at a supermarket on the way to the hotel (which is less than a minute out of the way). The entire family piled into a van... Livid. The cab ride was not under the direct control of Avis, but it was downright frightening. A member of our party vomited due to the poor driving of the cabbie. Once we finally arrived at our apartment, the cab driver turned to us and wanted payment for stopping at the supermarket. This was clearly negotiated before we left Avis, but he was after our money. He refused to give us a receipt to bring back to Avis, and left in a hurry. If Avis tries to charge us for this cab ride, I will update the review accordingly. Over the past few days, we have been completely unable to reach the airport Avis office. They just let the phone ring. We even called the number for reporting an accident, and no one answered. That's a terrifying lack of customer service - if they don't respond to a car accident, what does that say about "We Try Harder"? Corporate has been of no assistance, and there has been no word of a possible car in the coming days. We picked up a rental car at a local company today, and will not be bothering to pick up our Avis reservation, even if a car magically becomes available. Our entire family is disgusted with Avis at this point, having paid hundreds of dollars every year for almost a decade, and getting treated like an inconvenience and an annoyance to the airport office staff. We will be taking our business elsewhere in the future, unless every other rental company on the island magically disappears. read more

Although it was the busiest rental station, the wait time was short. Angel was accommodating, he even asked if I was a member at Costco to apply a DISCOUNT without me even asking! Superb customer service!! read more

This is the worst place to rent a car. I had a reservation at 11 and didn't get my car until 3. Definitely recommend using enterprise, it's worth the $20 difference. read more

I realize that very few mainland Americans are visiting San Juan these days. Just in case you are though... I have been going to Puerto Rico for more than 10 years on business. Every now and then they think up a new way to rip off the few remaining tourists willing to visit. Its too bad really because there are some amazing places in Puerto Rico. If you are planning on renting from Avis in San Juan, you need to be aware of a $3.95 per day "convenience fee" that they have started adding to rentals that use the toll roads. I didn't mind paying the fee on the day that I used the toll roads. However I was charged the fee for every day of my rental even though I only used the toll roads on one day of the rental. It's not really a big deal but I hate hidden fees and scams. The car I rented had a governor on it to restrict speed which I did not appreciate. The radio would not even work unless you put your seat belt on. That one actually made me laugh out loud. What's next ? Video surveillance of you in the rental while driving and a breath meter tube you have to blow in to start the car...? Avis is out of control. read more

First and last time ever renting from here! Horrible first impression. I rented a full size mini van that broke down on the side of the road twice. Thank God for nice people around who stopped to help. When they lifted the hood they said they should've never rented the van out. That's how bad under the hood looked. Called roadside assistance and the number wasn't even in service after calling around to every number I got ahold of them only for them to tell me they didn't have another van that could be brought to me. After finally getting the car to turn in I had to drive all the way back to this location which was an hour away from where I was staying in Manati. Never again!!!!! read more

No stars!! One employee, waiting over 90 minutes and we have a reservation! Supervisor just "supervising". Never again Avis .

Use Avis or Budget if you want to wait in a line of 50 people, regardless of if you booked in advance, with only 2 people working the counter. This place will only waste your time. read more

They put on hold $445 to my debit card before I even arrive to the rental counter on my card that I put on the system. Now 14 days later they have my money hostage and it's been a nightmare. I am preferred and a past rental they added insurance without asking me even though In my preferred profile I decline all those additional services. read more

I will not rent at this Avis location again!! I rencently relocated from PR to FL but I travel to PR for business now every month. I have rented three times with Avis at the airport. The first time it was fairly quick but the car they gave me was very dirty inside and had a lot of scratches on the outside. I kept it because I was running late for a business appointment. Second time, it took a while since they had only one attendant, I then proceeded to pick up my rental but the vehicle was not ready, they told me that it was being washed. After 30-40 minutes and several complaints the car arrived with two employees inside listening to music and having a great time while I was running late for work. Third time, I made a reservation a month in advance. I get to the rental counter and there was a line of about 5 or 6 people which for them is a lot since they always have one attendant but this time they had two so I thought it was going to be faster. To everyone surprise, one of the attendants picked up and left without regard to the line and customers waiting. Finally it was my turn but I was told that they had no cars and that they were waiting for cars. I asked what that meant I they said that I would have to wait. I asked how much time 1-2 hours? and the attendant said "something like that". I was furious! I cancelled and went to he Enterprise counter within 15 minutes I was driving out on my Enterprise rental!! Awesome service by Enterprise I will continue to rent from them from now on. Don't waist your time renting from Avis at the San Juan Airport!! You will regret it..... read more

I called and spoke in english and they immediately hung up on me, so... Safe to say I won't be renting from them!

In one sentence: ~$100 in hidden fees for a week's rental! I refilled the gas tank the night before returning it. On the day of, they said everything was fine and it was all smiles. A month later I get a letter in my mail for ~$30 in gas! That's almost the full tank. You can imagine how complicated it is to contest those things, so I just pay of course. Yet another month later I get a second bill this time for ~$35 for tolls. The letter didn't even specify why they were charging me so I had to call to find out. I gave my card number and - guess what? - they did not charge the card. Two months later I get a letter from collections (!!!) saying that I owe $65! I call back and they say it's because of tolls. I explained that I called before to pay and do you think it mattered? (An interesting detail was that I got a letter asking for review, before I received all these bills. You can see right there what kind of business you're dealing with.) This is by far the worst car rental service I have experienced. read more

Unbelievably bad- not enough cars, not enough employees, poor experience on every front. We waited more than an hour at 4 am to find that out reserved car was not there. Understaffed and provisioned. read more

I have visited Puerto Rico many times and have never had any issues with a car rental company. I arrived at the location and was told that they would not accept any vehicle insurance and that in order for them to give me a car, I had to purchase additional insurance! I had called previously to the company and my insurance company and was told that it would not be an issue. After making me purchase the additional insurance under false pretenses, I was given a vehicle that was not in full functioning order. I then I had to wait around for another vehicle to be given to me. It was dirty. I also found out the hard way that they did not put any windshield wiper fluid. Almost caused me to have an accident with my children and parents in the car! For those that travel in Puerto Rico, you know that there are not many place to pull over and it can be pretty dark! I called customer service upon arrival back home and they did not seem too concerned. Just kept telling me that they would file a report with the location. I asked about refunding the additional coverage and they would only give me 25% back! This is ridiculous! I will never rent from this company again, no matter where I visit. They are unprofessional and lie to customers. I will make sure that none of my family or friends rent from this company by telling them my story. I wish I would have read these reviews before I rented because I see that I am not the only one who has had a horrible experience! Shame on you Avis! An angry customer, Diane K. read more

Checking in. I didn't have any problems. Returning the car, I encountered a problem. The gas was never marked and I did fill it back up to where it was when I received the car. However Ortiz was very unprofessional with handling my concern. While I was asking for understanding why the gas was never marked, and why was I being charged for another $30 worth gas, Ortiz began to get rude with his communication and slammed the glass in my face while I was asking a question and refused to continue my service. I went inside to speak to Damaris who looked further into the issue and handled my concern with so much Class. I appreciate Damaris for her help but Ortiz's customer service is poor and it's not a good look for the company. read more

Got a dodge caravan that the battery died. They took an hour for the repair man to come meet us and after some locals helped start the car, he just told us to drive back over an hr back to San Juan to return the car. The staff at Avis ended up charging us MORE when we got a replacement vehicle. Horrible customer service and ruined a day of vacation. Dont roll the dice and see what happens with Avis #russianroullette. Rent from anyone but these clowns... read more

This business deserves a ZERO rating. Our flights were delayed. We contacted AVIS reservations to update our flight info and make sure our reservation would be protected. We also called the station directly several times and not a single person picked up. We arrived 1:00 in the morning to have to wait 30 to 40 minutes for the one man show at the counter. The agent had a Mowhawk!!! No grooming standards I guess? This agent was rude, disrespectful and PROUD to tell us he did not have a car for us. We ended up paying 3 times the price with another agency. PLEASE PLEASE spend your money somewhere else. AVIS San Juan Airport has DEPLORABLE service. read more

Arrived in PR around 3am and got denied our reservation that was made about a month ago. Guy offered us a car to small for the group we are in and also more $$ then the reservations we had made prior to arriving. Horrible service!!! read more

Staff is friendly and tries to do their best with an understaffed and inefficient car delivery system. Waited 1+ hrs for a carto be ferried from remote lot. They only had 1 mover and he couldn't get back to get another car until 1 was returned that he could use. Suggest they shuttle contract holders to remote lot and have them move cars to pickup point where they could pick up their families and complete security checkout. read more

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