We flew into Buffalo on a red-eye with the whole family, exhausted and just wanting to get to Rochester. The line at the Buffalo Avis counter was already a mess -- I watched several customers get turned away because their reserved vehicles weren't even ready. When it was our turn, we'd booked a van but got "upgraded" to a three-row SUV instead -- an old Subaru Ascent that was dirty inside and had visible damage on both sides. At that point we were too tired to fight it and just wanted to get on the road, so we took it. Once we got to Rochester and had a chance to actually look the car over, it got worse: missing parts, trash stuffed in various compartments, and bald tires. I tried calling Avis but kept getting routed to the national line, which just told me to go to the nearest Avis location in person. That's where Amanda saved the whole trip. I pulled in frustrated and ready to vent, and she immediately understood the situation. When I started describing the dirty, damaged car, she gently stopped me and said, "You're uncomfortable in the vehicle" -- which I didn't realize was her giving me the exact language needed to get it swapped out under policy. She wrote it up as "customer is uncomfortable," submitted it, and we walked out with a brand new Sienna. Avis's national booking and vehicle prep clearly has issues, but Amanda at the Rochester location turned a nightmare rental into a manageable one. If you end up with a lemon like we did, ask for her. read more

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Beware of Budget and Avis rental cars at the Rochester airport! They are the same company and same people, if you book with Budget there isn't even a person working there, it's just a sign at the desk that points to Avis. They tried to give us a car with expired temp plates. Not only was the temp plate expired and from out of state, it was ATTACHED TO THE BUMPER WITH BANDAIDS!! On top of that, the car literally had writing on the window saying the plates were expired and the team couldn't care less and marked this as a car in service ready to go. The tire was missing valve cap and went flat in minutes, someone literally had to have filled it with air knowing it would be flat instantly but have air JUST long enough to get off the lot and out of their hair. So much more happened here I don't even have the energy to type but this is the sketchiest place I have ever rented a car and suggest you avoid it at all costs. read more

Avis Rent A Car - Car Rental Near Me - Rochester, New York

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Avis added two extra days onto my rental plus fees for gas, late, and recovery. I had turned the car in early in the morning before they were open in Rochester NY. There was no one to check in the car. I called their customer service as soon as they were open and told them where the car and key was in the rental return area (B30). Two days after I returned home, I got the receipt with the extra charges. I provided customer service all the proof needed to show I wasn't even there (bank records and boarding pass) but they required more such as odometer (who does that?), number on the key fob (how would I get this after the return?), and return ticket (after I told them that they were closed) . They would not refund the charges. Will never, ever, use Avis in the future. I don't know how you would return a car before they open at 07:00 when your flight leaves at 06:15 but you should not do that because they will rip you off. read more

I've had a terrible experience with Avis rental. The vehicle has been damaged by Avis reps after returning it which resulted in a claim for over $1,000 and a lot of headache. Do not rent from Avis!!! read more

Avis Rent A Car - LIftgate has been damaged after returning the vehicle - Car Rental Near Me - Rochester, New York

I wanted to share my recent experience with Avis at the Rochester Airport, which was unfortunately the worst I've ever had with a rental company. I had to return two different vehicles due to mechanical issues--check engine lights, oil change warnings, tire pressure sensor alerts, and even a dashboard that wouldn't light up, leaving me unable to see my speed or fuel level. I finally picked up a third that worked out. On top of that, I was charged over $300 in inaccurate gas fees. When I tried to address these concerns, I was told there was nothing they could do. Bill Grayson, the airport manager, didn't ask me about my experience when he was called and did not try to make the situation right. This experience does not reflect the quality or service I have come to expect from from Avis. I returned the vehicle on February 20, 2025, at 3 PM at the Rochester Airport. read more

Every rental car here smells like Cheech & Chong just finished a hotbox session. Apparently 'eau de ganja' is standard issue.

I should have read these reviews before renting from Avis. From now on, I will pay an extra $100 to any other agency for a car that doesn't smell like smoke and isn't filthy. I noticed a "no smoking - $450 fine" sticker on window of the car that we ended up with after rejecting the first one. Makes me wonder if they have a scam going: give renters a smoky car and then charge them on their return. Also really makes me wonder what the heck is happening in that garage in the rental cars... I'm trying not to think too hard about the stains in the back of the first SUV that we rejected. read more

I rent from this location a few times a month. All the cars smell like pot. They are poorly maintained (low tire pressure, needs oil change, needs washer fluid). They often don't have snow scrapers (in Rochester!!!). There are times it takes me 2 or 3 vehicles before I find one that is acceptable. I recently rented a car that had low tire pressure, needed an oil change and needed wiper fluid. It was a cold February night and I didn't want to fight them again. Now they are claiming the tire had a nail in it and want to charge me for it. NEVER AGAIN. Very bad location....dont do it. read more

The car I had was making some strange noise and I returned it as soon as I can and told them about it and they were like sure we'll just get you a new one. The new one was half-fueled and so I returned it the way it was. After a few days they emailed me to say I'm responsible for the first rental and charged me for repair!!! read more

I have my Wizard Number and it was on my rental agreement, however it didn't appear on my Avis App. I called and they told me that it was not booked with my Wizard Number. This was booked by our company travel agency that never make any mistakes. I called customer service three times and I told them that I am looking at my paper rental agreement from Rochester Airport and it clearly has my Wizard Number. They told me that I was not getting any points for my rental. I am a Presidential Club member and it didn't matter. I was supposed to rent from Avis until the end of December, but this lack of customer service made me switch out after 15 days into a National rental car. This is how business fails. Look at all the poor rating of any Avis. This will be the next domino that falls. read more

This location gave us a car with an expired registration and I was pulled over by the state patrol. We were an hour away and there only method of fixing this was we needed to drive an hour back to the rental facility or they would send a tow truck and we had to ride back in a tow truck. Asked if they could just send a new vehicle and was told no. Very poor customer service and I'm Fast Track with them. read more

I've been to the Avis at the Rochester airport twice this month, and both times my car smelled terribly of marijuana. It was so potent, I wouldn't be surprised if someone smoked in the vehicle the same day I picked it up. Bring a gas mask if you plan on using this Avis. read more

It was pretty decent. The line was kind of long, and they had moved all the customer check-ins to the Budget counter along with the Budget customers. But the staff was pretty efficient, and they were super friendly. So the overall experience was good, and they had my car ready to go as promised. The price was great. read more

I made a reservation weeks in advance, with my debit card. They charged it for the full amount. When I arrived, they refused to rent me the car without a credit check. Well, my Experian is frozen due to the Marriott security breach, which affected over 5 million people. So here I am at Rochester airport, 90 miles from my hotel. Avis has been paid in full, but will not give me a car. I offered to pay in cash. I offered a security deposit. I pointed out that they had accepted my debit card to make the reservation, and already charged it for the full amount. No go. Other rental companies do not torture their customers like this. I will rent from Enterprise the next time I travel to Rochester. read more

Their booking site says they're open and available to pick up cars 24hrs a day, but the airport kiosk closes at 12:30am. We paid for a rental, but arrived at 12:36am and were unable to rent a car. Trip ruined! Avoid! read more

Everything went as planned when coming to pickup my rental. Mrs.Sweets was on top of everything. she got me in and out and spoke to other customers waiting in a professional manner. read more

The least customer service oriented Avis I've been to. They are not accommodating , do not treat "preferred" members preferred. I would hate to not be a "preferred" member as the customer service is probably even worse. This is at least the 6th time renting from this location in the past 2 years, and it never gets any better. I waited this long to write a review, because I wanted to give them a chance... Other Customers always seem frustrated as well. I was tempted to change my reservation to the car rental place next to it, because everyone was smiling read more

Avis Rent A Car - Avis preferred? I don't think so - Car Rental Near Me - Rochester, New York

This Avis doesn't have a bypass feature. Once you get out of the airport and collect your luggage, you'll find the Avis counter right there. The good thing is the parking lot is only across the street in the main garage. They gave me a VW Jetta which was a very nice car fully equipped. The return was pretty quick as well. You bring your car back to the garage and find your own parking spot. In this case, there was someone there to print out my receipt and check me back in . I'm guessing depending on the time of day, you may need to fill out the ticket and bring it back to the counter attendant. No issues. read more

Wow. I had a truly terrible experience with Avis at this location. Beware, they will attempt to gouge you. We rented a car from them that had a damaged door handle. We realized before we even finished loading the car in the lot at the airport that the handle was broken. Avis refused to give us a different car, and just told us to note the damage on the check out sheet and to have to clerk sign off on it, which we did. Upon returning the car everything seemed fine, but a couple months later I received a bill for the damaged handle! I was luckily able to find my original documentation and send it over to them, but that was not enough for them. I had to do endless calls and emails. Avis said to deal with their insurance, the insurance claimed I had to get Avis dismiss the claim. I wasted easily 8 hours of my life over several months trying to get them to drop the fraudulent claim. I FINALLY received a letter from Avis dropping the claim, to only find out a month letter that they had already sent it to collections! In the meanwhile I have it all in black and white, on their own form, signed off by their clerk, that the car had a damaged handle when we received it. I just spent yet another hour on the phone to the collections agency on hold with different clueless people trying to get this dismissed. What an epic waste of my time and their money and resources managing this fraudulent claim. What an unbelievably disrespectful way to treat a customer over what was clearly someone else's error. read more

Avis Rent A Car - Car Rental Near Me - Rochester, New York

Horrible. Have been standing in the Preferred line for about an hour now and expecting another 30 minutes. Very poor customer service with no communication or attempt to speed things up. read more

ZERO stars for the Jefferson Rd location. My husband and I had the most shockingly inappropriate experience at the Rochester, NY Avis on Jefferson road this afternoon.  We prepaid and booked a 3pm pickup for a rental. Our Uber dropped us off at 3:01pm. As we walked up the stairs, the Avis employee (she said her name was "Brenda") told us "she had already closed" and "that will teach us for being late". Even though we were on the stairs entering Avis at 3:02pm for a 3pm pickup.  She proceeded to slam the doors in our face, leaving us stranded on the side walk with no rental and no one to help us. What great customer service, Avis! read more

Ms sweets always takes care of us great customer service always nice and polite we love coming to see her at Avis

I just got an email from Avis telling me they can not find my STOLEN GPS in the Rochester Airport lost and found department. All they have to do is ask the person that checked the car in about the missing GPS or the driver that drove the car to the service lot about the missing GPS. But no they did neither. I left it in the rental car by mistake and think it would be easy to get it back. My mistake thinking it would be easy. Avis does not care at all about the customers just the money. My missing GPS never left the airport return lot for Avis. It was STOLEN by one of Avis's employees and Avis knows this because I told them this fact. Again they don't care. I have tried to call the Avis desk at the Rochester Airport since Monday morning still no one is answering the phones. I spent 4 hours Thursday afternoon calling the Avis counter and no one time was the phone call answered. Nice way to run a business I would think. They don't care enough to answer a phone call. When I talked with a so called Customer Service Supervisor Thursday about my missing GPS she told me why was it not in my suitcase. Now how dumb do you have to be to see what is wrong with that statement. If the GPS unit was in use how could it be in my suitcase. I told her this and it did not sink in for her to understand. Just a warning to anybody that is stupid enough to rent from Avis make sure you lock up everything you don't want STOLEN by an Avis employee. I know I will never rent another car from Avis ever. I would rather walk than rent from a company that hires thieves and does not care enough for their customers to believe them. Now I have to cover the cost of the rental car along with replacing my STOLEN GPS. Nice work Avis. BEWARE OF THE THIEVES WORKING FOR AVIS. read more

if I could leave neg stars I would. Avid auto rental is nothing but crooks. they run a very disorganized company and don't value or communicate with their customers. My boyfriend and I had to rent a car from one side of the country and go to the other due to a work situation. Avis was the only rental available in the area we were and they gave us a vehicle that was already damaged to the windshield. We were told it was all notated in the file. When we returned the vehicle they charged us $500 for the window that was already broken upon us obtaining the vehicle. Now Avis is giving us the run around and saying we broke it and that they can't verify with the office we picked up the car. this has been a horrible experience and they have double their charge and refuse to let us speak to a supervisor in regards to this and are refusing to refund the BS charge. At this point we want the entire charges refunded and we have contacted a layer in regards to this theft. Hopefully they don't do this to someone else. read more

Budget works along side with Avis, so you will see reviews and check ins for both. We made a reservation online for a 5pm pick up and our flight was delayed multiple times and we arrived after midnight. (blah) We asked if we could have some money refunded to us as we were not able to pick up as originally planned and did not use the car for 6 hours. The employee regretted that it was not possible as it doesn't work that way unless it's a full 24 hours. So she offered to give us a free upgrade instead. That was great as we got the Chevy Malibu Eco car instead of the Focus. The car itself was glitchy as the radio (its all a touch screen dashboard) kept shutting off and was sensitive to the security alarm as it will go off if you turn off the car and attempt to exit the car while you're still locked inside. Whatever (we have a Prius and LOVE IT). When we arrived the afternoon of our return flight out of Rochester, it was so so easy dropping off and paying for the charges compared to 3 years ago! All you have to do is pull up in the car rental drop off garage (same area as where you picked it up), an employee will run out to the car with a special scanner and inputs the latest odometer reading and then generates the receipt from the device on the spot if you already have given them the credit card information when you first picked up the car. So that gave us the extra 30 minutes to check in with the airline. It was so so easy!!!! read more

Mike is the name of the rep at Avis that handled my budget car rental agreement. He was more than a 5 star rep in my opinion. I had concerns when returning the car and honestly was a little distraught. Having dealt with several different reps on the customer service line I wasn't expecting to get anywhere with my concerns when returning it. Between the professionalism, courtesy, and quick response he handled my issues within 10 minutes if that. Thanks again Mike they need more of you. Every business does. read more

Do not patronize this location, we had the worst customer service experience with the agent. She made several mistakes regarding our rental that was beyond our control. We asked for insurance also and she forgot to add it. Thank God we read the contract when we got into the car.....there is also a sign at the desk that states you can rent the car with your debit ( she told us the sign sholud have been taken down...its from march 2017). We left our credit card at home, and we were stuck at the airport. read more

Avis Rent A Car - Budget rental Rochester Airport - Car Rental Near Me - Rochester, New York

The old staff here are nothing but Karen's, I came to rent my car to drive my family down to nc and they refused service even though I meet every requirement for the rental they didn't like the fact that I am returning my vehicle in nc as per my rental contract, so the woman at the desk was being rude the whole time and wasn't knowledgeable about her job at all so every question she had she directed it to the general manager who said I was "trying to game his system" like he owns budget or something. This ruined my day as I was supposed to be leaving at 8am to drive 12 hours now I have to last minute fix everything so I can still bring my family down. Btw done this hundreds of times I travel extremely often never had a problem until this team of old entitled rude people decided to give me one read more

We entered the flight information they knew the flight was late and when I arrived they had no cars . It was past their closing they had someone behind the desk and he was like " I have nothing for you" . This is the second time this has happened to me at Rochester airport Avis. I did have a reservation confirm number. I guess reservations don't mean anything. Although Enterprise representatives were waiting for their customers that were running late from the flight . Thank you Enterprise !! read more

want to give the a 0 star but not able. Don't rent from this place. Not one rep cares about you. They rush you through the rental Agreement. First time to NY and was not informed about toll charges. I called and the rep could care less, must get a lot of these issues. Got the usual i'm sorry but nothing was done. Guess they are trained to not listen to the customer or they dont do there job correctly. At this point tired of Avis BS. Avis is a $5 Billion company, greedy bastards I now know where my money goes. Will never rent from Avis again. They lost a customer for life. Will take my business to Enterprise. read more

Tried calling to make sure they'd be open and I could get a car after a flight delay, and there's no way to contact anyone at this location. Every menu option on their phone line goes to the 800 number and there's no way to get someone local. On top of that, the people at the 800 line claim they have no way to contact them either. So if you're getting in late, be aware you have no way to get a hold of them. read more

Be aware... they rented me a car with expired registration!!!! And refused to release another vehicle to me

We landed in Rochester Intl Airport after being redirected four times due to Blizzard Landon. In orderto drive to our location we rented an "SUV" from the ROCAvis Car Rental company. We were given a standard Mitsubishi Outlander with bald tires and no 4 wheel drive (in googling this suv it should have 4 wheel drive). We were skidding in the covered parking lot. In pulling out into the snow we knew immediately this car wouldnot get us through the blizzard as we were skidding and sliding all over the place. In missing an exit wewere forced to turn around in a neighborhood and got stuck. We immediately decided to return the car and almost skid right into oncoming traffic in the process. On the road, one of the passengers called Avis and they said theyd reserve a Durango for us back at the airport. Back at Avis, the representative wasntt aware of a reserved Durango, and said - "well, that IS an SUV...", "well,it's snowing outside", and when I asked for a suv with 4 wheel drive, she said "that would cost much more money" - as if to say I couldnt afford it. I had to explain to her that I'm from the north, I own a Subie, and I know what snow is. She finally gave in and provided us with a Rav-4 which was THE BEST CAR EVER, and we named her Louisa because she was strong and got us through the blizzard. ONE STAR. read more

Booked a car for my wife and paid it in advance. I'm typically the broker for travel things so I thought it would be simple for her to pick up and drive off since I've never had a problem here. WRONG. Seems an eager counter rep wouldn't let her leave without out paying for additional insurance. Told her that her Florida Allstate policy wouldn't cover her in NY. She questioned it saying that her coverage is extended to rental cars. Then he gave her a song about how I had paid for it in advance with a different credit card and she would not have any damage coverage (my wife and I are covered under the same auto policy.) Even when she produced another CC the agent said it wouldn't work and that she would have to buy the coverage. Even though that CC had auto renters insurance. I called Budget when she got home and got NO WHERE with the rep from some foreign land. When I demanded to speak to a supervisor I sat on hold for 10 minutes only to be told by a recording saying no one was available to speak with me and to go to budget.com to write about my experience. Seriously??? Bet if you wreck one of their vehicles you'll be burdened with them forever... read more

Beware of Budget! Avis and Budget are linked. If an airline strands you for a full day, as in American Airlines cancellation of 2,800 flights between June 14-19, Budget's Customer Service rep Mark claims you forfeit your prepaid contract and are subject to rates of the day. Our prepaid reservation for $480.21 climbed to $$842.60 at pick up, then leapt to $1,152.65 at turn in, for one day less of usage as American Airlines delivered us 21 hours late. We were fully prepared to pay for the unused day when the car sat in the garage, but not for the flagrant price gouging imposed! As an a slighted passenger, Budget takes full advantage of you, adding insult to injury. Apparently passengers have NO RIGHTS with Budget. Let the buyer beware; Budget Rent A Car will scalp you read more

The staff is rude. The manager and the guys at counter are mean to customer once they recognize we book through the 3rd party. They treat you like a rat and Try to give us crazy insurance price Extremely high and scare us if we don't Go with their service. They charge 400$ more if you return early even one day or a week. Don't trust These guys in front they said you get money back but never Also there is no policy when customer return early they are charged Not sure in America If you have any problems Don't listen to young manager There . He lie to me and promised To call me back or 99% I get money back But he knows you are not gonna back to airport. Staff there you when call in they said he is there anymore What out this service Not cheap but hassle Old staff Young manager no exp Also the old men said that he is owner But he is just a service guy He said this is his business Not sure his boss knows about his lie read more

Rented a car from Avis at approximately 1:00 a.m. After I drove away from the facility, I noticed that the car only had a half a tank of gas. I read the contract that said to return it at the same level. That's so inconvenient trying to determine how to get it back to anything other than half. I did and I left the receipt in the car. When I dropped the car off, it was too early for an attendant to be at the counter. Avis charged $68 for fuel and then only agreed to charge $18 for gas I did not use. They can check the mileage of the vehicle and determine how far I drove. I will never rent from Avis again. read more

-10 review. I've been calling this office for 3 days and nobody answers the phone. Phones are always redirected to the 800 number. Even the 800 number can't get a hold of someone there. read more

Watch out for the ripoff - part of the agreement, which is in the fine pringt and is not explained to you on renting the car, is that if you log fewer than 75 miles, you MUST show a receipt if you refill the tank. Failure to do so results in their adding a $15.99 fee to your bill for "fuel service" even if you fill the tank and specifically declined their refill service at the time of rental. read more

Negative stars. I reserved a car and even called to verify I would have the car even though I would be arriving late. I was assured that I would. I get there and they told me they had my reservation but there weren't any cars. Enough said. Thankfully hertz came through but this is the last thing you want to deal with when you have a flight delay, get in late, and have to get up early for work the next day. read more