Our actual rental at BWI was overshadowed by a very poor return and post-rental customer-service experience. I refueled the vehicle immediately before returning it, but Avis still charged me for fuel. I had to submit my receipt and contact Customer Service to have the charge reversed. This was the second consecutive Avis rental where I had been incorrectly charged for fuel after filling up before return. We also paid for curbside return service. It took about 10 minutes for Avis to locate a driver and another 10 minutes for the driver to get out of the rental-car facility. We likely would have reached the terminal faster by taking the regular shuttle. Avis later refunded the curbside fee. The biggest frustration came afterward. Avis offered a Reward Day coupon as a goodwill gesture, and I specifically asked whether it would cover the same type of vehicle I had rented, a luxury 7-passenger SUV. I was explicitly told yes. Avis later confirmed in writing that the coupon did not cover that vehicle class. The escalation process then involved repeated contacts, conflicting information, a callback at approximately 4:00 AM Pacific time, and multiple inconsistent resolution offers. Avis eventually acknowledged in writing that I had been misinformed, referred the matter for additional training, corrected the charges, and provided compensation. I appreciate the eventual resolution, but travelers should not have to work this hard to correct billing errors and inaccurate customer-service information. Keep your fuel receipt, review your final bill carefully, and get any promised compensation in writing. read more

Don't expect anything from this location. Buy a pair of walking shoes -- you'll be where you need to go before you even reach the counter. Zero staff. ZERO urgency. It genuinely feels like they want the line to keep growing. Just terrible all around. Save your money, time, and sanity -- walk instead. I will NEVER book this location. read more

IYKYK..picked vehicle up to travel to next stop JFK. The pick up went smoothly. No issues with vehicle. Didn't do the actual transaction, just a bystander waiting to get on the road and out of the cold garage! read more

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rented a car for a 3-day stay in Baltimore and was issued the filthiest vehicle on the lot. As a Preferred customer, I expected better. The wait was extremely long--clearly due to poor communication and I was finally handed a car without being walked through it. Trusting Avis's standards, I drove off only to discover the backseat was covered in dog hair; not a few strands, but completely coated. The interior and exterior were dirty, and the car had a foul smell. I'm highly allergic to pet dander, and this flared up my sinuses almost immediately. Despite booking ahead online, I had no time to go back due to a tight schedule. I trusted Avis to do their part, and they absolutely dropped the ball. read more

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2 hours waiting in line to get my reserved car - when I left, the line was even longer - I counted 70 people in line behind me. Only 2 employees, sometimes 3 processing people. Avis knew to expect us, we all reserved. Also Online check in "to speed things up" did not work for any of us in line Never again. All the other companies had regular lines. Horrible, Will never rent from Avis/Budget again if I can help it read more

Over an hour of waiting. Only 2 employees working. Unfortunately this is the norm here. read more

Avis - Over an hour wait... - Car Rental Near Me - Hanover, Maryland

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According to my Avis reservation, I was to pick up a Toyota four-door sedan at the BWI airport Avis lot. When I went to the assigned space I found a Bentley four-door sedan. There was no key in the ignition and I knew better than to think it was my rental car. I returned to the rental car counter and advise them about the vehicle discrepancy. A counter staff member hastily pulled an outdoor staffer and jokingly begged him for whatever car had just been returned. I was reassigned a Kia Forte. This red car had approximately 38,000 miles on it and was a 2024 model. The front bumper had a large gash taken out of it, stripped down to the bare plastic underneath. There were several sets of huge scrapes under the trunk lid where it is clear, previous renters haphazardly dragged their heavy suitcases in and out of the trunk space. The paint has been taken off because the scratches were so deep. I took photos of the damage as proof so that I would not be billed for a damaged vehicle. When I was exiting the parking garage, I got out of the vehicle and requested the Avis exit gate attendant checking me out to make notes of all of the damage I pointed out. The gentleman was reluctant to take the notes, and I advised him that I was not leaving until I had a clear record of exactly the damage already on the car before I left the garage. Because a line was now forming behind me. The agent agreed to take down a few phrases, and handed me a faded carbon sheet. The car ran fine during my entire week stay. Thankfully, the car interior was in good condition. I promptly returned the car an hour and a half prior to the time I specified on my reservation. A gal who was quickly scanning other vehicles for a swift turnaround darted by my rental car as we were taking our luggage out of the trunk. I have been trying to return the car through the Avis app for approximately 10 minutes to no avail. The gal quickly ran by and agreed to scan the car. I asked for a receipt and she hastily waved me away, saying it was taken care of. I had no proof of the return and the app did not confirm the return either. I took the shuttle to the airport. I continued to try for the next two hours to return the rental car through the Avis app to no avail. I felt uneasy, leaving on an airplane without having properly returned the rental car. So I called Avis at the toll-free phone number, and the Avis staffer I spoke with said that it would be taken care of. I advised her that the garage attendant who scanned the car had likely already assigning it to another customer. It turned out to be the truth because the customer service agent could see that another renter had already taken possession of the car And yet I still had no receipt or proof that it had been returned or that my bill has been closed out. The customer service agent gave me a case number and told me to call back in a week. I left without knowing whether or not I was going to be charged an additional $400 for a second week. About 10 minutes later, I checked the app and my email and received a receipt. I don't understand why there is such turmoil to return a car through the app, especially after it has been scanned by a Avis agent and why I could not receive direct assistance while on the phone with Avis customer service staffer, who had already been able to confirm by computer that the rental car had been rented to another customer. I do finally have proof by receipt with a total of $360. I am now waiting for my credit card company's monthly bill to confirm the amount paid. I am hoping that there will be no unwelcome surprises. I am deeply disturbed by the condition of the rental car exterior and the difficulty experience trying to return the car and obtain a receipt for proof of payment. It has certainly made me think twice about renting from Avis again particularly when my employer has a contract with Avis. I was using Avis for a personal trip as I have done many times over the last 30 years, but it has made me reluctant to consider Avis in the future. read more

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I want to give a huge shout out to Karan Mangtani Operations manager Avis car rental at the BWI Avis in Hanover, MD. He went above and beyond to help me retrieve an important item that I left behind in my rental car and because I was about ready to board my flight he truly went the extra mile to help me. I am so thankful and really appreciate the service I received today from him and Avis company! read more

Horrible service Rude people Very disrespectful (Both manager and stuff) We had a horrible time there. Will never go back to rent cars at Avis! read more

I was charged $8 for gas. Before I returned car I filled it up 2 blocks from Avis, 2 weeks ago I rented a car when I got car it had less than 1/4 tank, which was noted upon pickup. When I returned car I didn't have my glasses so I couldn't see receipt.,when I got home I looked and was charged $105.18 for gas. Call office was told I'd get refund to my card in 5 to 7 days10days later no refund call Avis was than told I need to send the receipt thats why I didn't get refund. On first call to avis I gave them rental number after a long wait they said they'd refund it.i highly advise if you rent from Avis make sure you check your receipt as they charge for anything they can.starting to think some of these charges they do hoping people don't check receipts read more

Great rental except that there was no one to greet me when I returned my car. It is good to have an employee greet customers, to make them feel appreciated. And in case there was an issue. No issues in this case read more

Maged was very helpful and helped us to upgrade to a vehicle that better suited our needs.

We booked a budget rental car, Avis handles all of budget rentals in BWI. It was 2 people working and they took their time. Long lines and slow service. Make sure u get there early. read more

Avis - Car Rental Near Me - Hanover, Maryland

Vehicles are damaged and have mechanical issues. Poor customer service. Received two premium SUVs that were damaged and had engine light and oil change required message on. read more

I rented a vehicle from Budget (operated by Avis) at BWI Airport through Costco Travel. I reserved a full‑size SUV specifically to accommodate our luggage and a wheelchair for a disabled passenger. When we arrived, we were told no vehicle in the reserved class was available. Instead, we were given a Chevy Tahoe, which was too small for our luggage and did not have running boards, making entry and exit painful and difficult for the disabled passenger. Throughout the entire week of our rental, I repeatedly contacted customer service and the local office to request an exchange for the correct vehicle class. Despite multiple calls and assurances, no replacement vehicle was ever provided. At one point, we were directed to the Annapolis location, which only had a Toyota Camry available -- not even close to the class we reserved. This situation caused significant hardship, physical discomfort for the disabled passenger, and a complete failure to deliver the service we paid for. We were effectively downgraded for the entire rental period with no remedy offered. read more

I will absolutely never rent a vehicle with this company again less the 50 miles and a blow out at 3am in 3 degree weather. No ability to change the tire. On the highway and was charged a ridiculous amount of money. God awful customer service and nothing but lies. Repeat system issues is what the customer service will tell you so they don't deal with you. Never again. I see why turo kicking you alls ass. read more

After arriving BWI airport, I took the free shuttle to the rental place (~7 min) which had a few different car rental companies including Avis. The man at the Avis front desk didn't seem very welcoming, maybe because it was 6AM LOL. He told me to go through this door that led to parking garage because that's where the Avis Preferred customers go. The girl at that desk was way friendlier. I was able to pick up the car super quick. I noticed some there were some scratches on the car so I went back to the desk to tell her. She told me to tell the person that stands at the parking garage exit. As I was leaving the garage, I told the lady about the scratch and she squints her eyes a few times and snaps "Where?" I tell her "It's right there on the door behind the driver's door" *bobs her head up and down aggressively looking for it (even though it was pretty big and obvious)* *rolls her eyes and hands me my paper* "Have a good day!!" in a rude manner like 'That's nothing, goodbye, get out of here' read more

Avis - Car Rental Near Me - Hanover, Maryland

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This review is specifically for Karan, the operation manager for Avis/Budget BWI. I had reserved a small vehicle, but the car that was waiting for me was an extremely large (at least 8 seat) SUV. I very much wanted a small vehicle, but when I looked back at the line for Avis Preferred customers had grown very long (and that line moves extremely slowly). Thankfully, Karan drove by while parking another vehicle, noted my displeasure, and immediately offered to get me another vehicle so I wouldn't have to wait in the line. Within a few minutes, he delivered a much more suitable vehicle. I am thankful to Karan for fixing the vehicle selection and saving me from the long customer service line! read more

Checked out and prepaid for a car for 8 days. I asked the gate agent if I could return it early and get refunded for the unused days, and he said yes. When I returned the car after 4 days instead of 8, I was charged 520 dollars instead of the original 570 dollars estimated. When I called support, they said that because I was originally under the "week" rate, when I returned it early I was getting charged under the day rate, which was 120 dollars ish. I told them I wouldn't have paid that much for the day rate, but they say said there was nothing they could do to help me, even with conflicting information from the front desk agent. Will be moving to another rental car carrier for work and leisure. read more

Karan was helpful with my issues and made it right- excellent customer service!! Thanks

I would like to reference a scene from the Chris Farley movie "Tommy Boy"(1995). When both Tommy and Richard are in the car, Richard accidentally spills alcohol on Tommy. He jerks the car in reaction and immediately cop lights and sirens go off. In an attempt to evade getting arrested, Tommy has the brilliant idea to have both of them run out of the car and pretend a swarm of bees was trying to sting them. Well, unfortunately, a similar instance happened during this rental. Clearly, it was not cleaned prior to our pickup as we were driving down the road and within 20 minutes had a real life situation with bees. We were driving on the freeway when we hit a patch of bad traffic/construction. While at a dead stop, we rolled the windows down about 3-4" for some air circulation. Instantly, 5-6 bees flew into the window and started swarming us. Traffic finally started moving and we had to drive as the bees were attempting to attack us, as there wasn't a shoulder to pull onto. After a rough 5-10 minutes, we were able to find a shoulder to pull onto. We immediately ran out of the car and into the shoulder to try and swat the bees off of us, exactly like the movie. Unfortunately, that wasn't the end of it, we had to pull over 2 more times to finally get all of the bees out. Once we were in a safe area, we inspected the car to discover 4 half empty cans of red bull under the seat. The bees were clearly going for the Red Bull liquid and unfortunately our legs were blocking their objective. This will definitely ruin my relationship with the company moving forward and I will try my best to never rent from a negligent company again. My boyfriend was in the front passenger seat where 3 of the half empty cans were located and is allergic to bees. So this has been a bit of a traumatic experience for us both. This doesn't even include that it took forever to get the car, the customer service person clearly hated his life, or that the fees are more expensive than the actual car rental. If you can, avoid this place at all costs. read more

Book online ! They ran out of cars but gave me a truck . I booked the same day and it was easy to navigate I can't complain read more

Get Rent Booked an eight-day SUV rental thru Costco Travel™ for around $400 (this includes the added 2nd driver) literally the night before our trip. Long story short, we needed to change our car last minute, and it's easier to cancel and rebook on the Costco website than to change your plans. Pro Tip: Book your car well in advance of your trip, but be sure to check back every few months and check the rates; I was able to save over $300 by employing this method. The Good: *Surprisingly no line when I arrived, and this was mostly because they actually had four employees helping out customers--instead of one or two like some places do. *The employee was very friendly and efficient *Checkout was pretty fast (±5min) The Meh: *While friendly, the service advisor was a bit heavy-handed on the upselling for insurance and such. I realize it's his job, but he could be a little cooler about it. The Ugly: *The Mitsubishi Outlander we got was pretty beat up, which is whatever, but the interior smelled terrible. I swear it smelled exactly like a barn, but Carissa thinks it was just cigarettes. I disagree, but irregardless, it's pretty awful. TLDR: Good rates and friendly service, but suspect vehicles. read more

The costumer service needs a massive overhaul. The employees seemed bothered to do their job.

All the employees are very friendly but they definitely need more help. It takes far too long to pick up a vehicle that you have already reserved. Payment information has already been submitted online so it should be fast and easy to pick up. But it isn't. read more

Everything! The staff was rude and it was my first time renting a car and I didn't feel comfortable at all. Hated everything about it.

Do not ever rent from this company. We had requested a compact car in our reservation but were given a pick-up truck. The rear tires were bald and this was in winter. When we called the following day we were told there were no other cars available. Some days later we had an accident which caused minor damage to the driver side of the vehicle. Although we did not see ANYONE in the lane next to us, my husband was found at fault due to an "improper lane change.". A few weeks later when we were back from vacation our insurance company called and said the claim was closed and there would be no rate change. Fast forward four months and we receive a very nasty letter from an attorney's office telling us they would sue us, our credit card company, and our travel agent if we don't pay a remaining balance of $45,000 and we might want to retain a lawyer to represent us. Our insurance company is still negotiating this claim. So NEVER AGAIN rent from Avis and strongly advise others to do the same. read more

Attitude! Attitude! Arrived at BWI after long flights from Hawaii. AVIS app gave me a car location but when I read the assignment board that said to go to preferred kiosk, I went there. The guy on duty was very argumentative when I told him what board said verses the app. His response was I should know app takes precedence and to ignore the board. I tried to ask how I was to know which was correct only to hear him get loud and just tell me to take advantage of my preferred status and use the app regardless. He was very obstinate like I was bothering him with my inquiry. It was about 1:30 PM. Disgusted with customer service again in Baltimore AVIS!!! read more

Agent lied to me and said he applied a 15% manager's discount after I requested a AAA discount. Also I declined the additional coverage, but he added it anyway and I "accepted" it as I initialed and signed for everything because no one reads all of that fine print. The gentleman behind the counter was a middle aged, bald Indian man with white hair and I would love to be put in touch with him to confront him about this, but Avis has no way to connect me with that location outside of requesting that I visit them again. My only recourse is to dispute this with my credit card company. read more

This Avis location- Illegal scam!!! Today You charged an additional UNAUTHORIZED and unmentioned $900 (I already prepaid upfront two weeks ago for the full vehicle FYI for "a better deal") and Avis said they were giving me a free upgrade to another vehicle and then unbeknownst to me they charged $900 additional al UNAUTHORIZED TODAY ON MY card. I was told I was getting a free upgrade and "merry Christmas" then when I got home I found a $900 charge- an ADDITIONAL RESERVATION...and my original reservation said I never showed up!!! and I spoke with four agents and was on hold for hours! All are refusing to refund the illegal charge!!!! I am a preferred plus Avis member. Give me my money back now. This is disgusting and illegal. read more

Terrible service here. This is my third time renting at this location and I must say next time at BWI, I will rent from Hertz or another company. Avis has the preferred program for customers who rent frequently and I must say it's pointless for this location. Once your flight lands, you will see a car assigned to you in the app, however, upon arrival to the rental center your already assigned car will be removed from your reservation and given out. Why should I wait in a line as if I'm making a new reservation? Avis-BWI, please do better. These were all the preferred customers that affected. Most of them waiting in line for over an hour before I complained and Jeremiah, an associate brought all preferred customers outside to solve our issues. Writing this to help the busy business travelers avoid the troubles I've encountered with this place. Also, this is my third rental issues I've encountered here (out of a total of 7 trips). Jeremiah, thank you. read more

Avis - Line of Preferred customers that waited in line for over an hour - Car Rental Near Me - Hanover, Maryland

Arrived to pick up car, if these guys could work any faster - they wouldn't. Just wait in line for 4 people head of me took over an hour and a half. read more

Avis - Car Rental Near Me - Hanover, Maryland

This is hands down the absolute slowest, worst service ever...2 hours in line, only one rep working is ridiculous. We prepaid for a car, still have to wait. Arrived at 8pm...left because of the line came back at 10 pm. Still have a 2 hour wait. Avoid if possible, seriously. read more

I rented a car from here, there was a large dent in the drivers side door when I drove it off the lot. Surprise, surprise, Avis tries to charge me for it 3 weeks later claiming I need proof that I didn't create it. The customers shouldn't be responsible for Avis's poor quality when reviewing returned cars. Now I have to spend time fighting this bogus claim. Do not rent from an unethical company like Avis, they are complete garbage. I will be seeing them in small claims court soon! read more

Absolutely the worst customer service. I dealt with Quinton and Don and both needs a class on how to treat humans. I would have fired them if I was their boss. Don't even know how to do their jobs properly and act like they are god.I'm read more

I'm confident in saying this is the worst run Avis I've ever experienced in my entire life of travel. The years pass, but nothing changes here, apparently, and especially with management. The pictures I've attached to this review are the line at 11PM, and for context, there's 30 people waiting and one lady working, and to make matters worse, she can't get a hold of anyone on the radio. Looks like it's going to be an Uber night. Avis corporate, do something! read more

Avis - Car Rental Near Me - Hanover, Maryland

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We reserved a car & tried multiple times to call in to pay early to receive the discount. Phone lines were not able to help with anything. Got to the pickup & they didn't have the car we reserved or close to it at all. Then charged us $700 than what the original price was because they didn't not have the car and had to "upgrade " us to a car we didn't want. The workers can't help with much of anything. Next time I'm using Turo never using Avis again. read more

Location is as incompetent as they come. I travel through here regularly and rent because am forced to by my company. My preferred rental is almost never ready. There's usually no one to receive cars being returned - I care about this after they accused me of not returning my last rental. Desk staff are usually rude and unwilling to help - god forbid they get iff their cell phones on personal calls to help a customer. They send an automated email when i rent inviting me to contact if there are issues. No one ever responds when i do reach out. I dont think the staff could care any less. read more

One employee to 25 people waiting in line. This rental company sucks! A bus just dropped off 10 more people. The line goes around the seating area read more

Avis - Only one person working at counter and 25 people waiting in line. - Car Rental Near Me - Hanover, Maryland

Imagine my surprise when a customer service agent passed on me for the guy behind me. Why? He wanted an upgrade. No sense of urgency from the counter let alone respect for people waiting in line. Can you say Enterprise? read more