Cars in terrible shape. Rented a car and when I got there, I was told they only had a larger one and would charge me a higher rate. (Online said they had the car I rented, why would I be penalized to pay more?) The "upgrade" came with cigarette burns and stained sheets. I kept trying to get the owner/manager out to see the terrible shape and he kept saying that it was fine and take a video. Upon returning, he charged me $250 cleaning fee for dog hair that could be removed with a car vac. He said it had to "Go in" to be specially cleaned and wouldn't be able to be rented for a month. (Is he this stupid or does he think I am?) Rent anywhere beside here! read more

Don't waste your time coming to this location. I was charged a $450 cleaning fee to wash and vacuum the vehicle. I dropped car off (early) after driving through a snow storm with wet/salty roads. Also, nobody washes a vehicle to leave overnight outside when it is below 20 deg. Avis customer service says they have looked into it and even sent me pictures of a dirty vehicle, i.e. road salt and dirt. You would be better served to drive an extra mile and go to Enterprise or Hertz. read more

Proceed with caution at this location to protect yourself. Staff is extremely predatory on inflated hidden charges. I would avoid at all costs. I will be in contact with the BBB as well to avoid others "being taken for a ride", literally by this franchised location. I am only referencing the St. Charles location. read more

I've rented from this location twice in the past 2 months. No probems to report and was met with professionalism both times. Recommended read more

Great customer service clean car!!! Friendly employees went the xtra mile to help me get the best price for my rental. Great experience not like some or the other rental places I have used before!!! read more

If I could give this place zero stars I would. I placed a reservation and prepaid for my vehicle. I arrived for my reservation and I expected to pick up the car because the business hours online and on their door indicated they were open. When I arrived, they were closed. I left a hand written note and asked to be called when the associate returned. Trip one wasted. The business knows what reservations they have and they did not bother to contact their customers. I receive a call from Mohammed and I'm told to a come back at 3 pm because he is picking up another car from a different location. I ask why I wasn't contacted. He states he is sorry but he will arrive at 3 pm. I return to the location at 3pm and while the door is open, it is the car cleaner who is present and he explains he can not give me my car. I ask him to call Mohammed and ask where he is. Mohammad tells the car cleaner he will be there in 30 mins. I ask to speak to Mohammad and explain, I've since missed a client meeting and have rescheduled my meetings bc they couldn't bother to notify their customers. I ask why I was not contacted yet again. He does not answer the question. When I ask when can I realistically expect him to arrive, he tells me 10-15 mins. I say do not waste my time and money again, when will you really be here bc the cleaner says you told him 30 mins. He then tells me he will be there in 26 mins and to come back then. Another trip wasted. I come back at the stated time and Mohammed is still not there. Now the cleaner is on the phone with Jim, perhaps the owner. The cleaner explains he does not process orders but he is trying to process my reservation via FaceTiming with Jim. I ask to speak to Jim and I ask that Jim give me a call. He does not. 15 mins later Mohammed arrives. By 4pm, I finally have a car that was supposed to be ready by noon. The lack of any respect for their customers time was atrocious. I explained that I could have planned around this entire situation from the beginning if I was given a phone call when they knew they were not going to have cars available. Even after having explained this the first time I spoke to Mohammed , he did not have the common courtesy to be honest with me in regards to when he would arrive. The lack of follow up by Jim too was unacceptable. This is a business that does not value your time or money. DO NOT RENT FROM HERE. read more

In a time when Covid has changed everything in the world, especially hospitality and tourism, Baker from Avis St Charles saved the day again! Took a trip in March and August 21 across the country. Prices are inflated and cars hard to come by. Baker made sure I not only had a vehicle but at a fair price and went above and beyond to ensure my family was comfortable in said vehicles. His attention to detail truly made our trip memorable and enjoyable. Thanks Baker and Avis! See you for the next trip...I'll never use Enterprise again read more

Truly a horrible and frustrating experience. My only comfort is in knowing I am not the only one. It seems that they do this to most people. I reserved a minivan a month in advance and prepaid. A day before the pickup the "owner" called to say that they don't have a minivan but "don't worry you will be safe" in an SUV. I thanked him but said I need a minivan. He told me that they are not available and that he is "giving me a 7 person SUV" and that I "will take it". That seemed rude but thanked him for the offer and explained I needed a minivan. He told me to call customer service to cancel if I did not like it. I asked if there was a manager I could speak to at his branch but he advised me he was the owner. Feeling defeated and bullied I said I would call CS but asked his name to explain who told me to call them. He refused to give me his name and hung up on me. I called back and politely asked his name again. He refused and hung up on me after saying "you can call back all day I will never tell you my name". After calling CS they told me he could arrange to have a van brought from ohare because they have plenty. They left it there and I had to ask if I was supposed to call him back and tell him this. They then offered to put me on hold and ask him for me. He would not answer the call. After an hour on the phone considering options and being offered to pickup somewhere else for an additional $200 I began to lose my cool. You read that right. I was offered to drive to Streamwood, West Dundee or Crystal lake AND be charged more money. I declined and took my chances with St Charles. I asked the agent to call STC again and have a minivan available. They did and the van was brought to the location for my reservation. Unfortunately it did not end there. When I picked up the vehicle it was filthy. Food and dirt all over the inside and there were trim pieces missing on the exterior. They tried giving me the car in this condition. I declined. They vacuumed it a bit and began spraying febreze on dirt which didn't do anything. I ended up taking the vehicle through a car wash myself and then spent an hour cleaning the interior so it was clean for my trip. Before I left the agent tried having me sign paperwork staying there was no damage to the vehicle. I had to remind them of the true condition of the van. I was so disgusted. The young girl who was left alone in the store asked me to drive the van into their garage so she could clean it because the opening was too narrow. She was afraid of hitting the wall. When asked who would be liable for damage if I drove it she asked me to go into the garage to spot her. I agreed. When I went into the garage the ceiling was covered with water damage and water was pouring down. It had not rained in a week. The ceiling tiles collapsed and appeared to have mold on them. I don't see how a place run like this stays in business. How can Avis allow a branch be run like this? read more

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The guys at Avis in St. Charles, IL are awesome. They always do their best to make sure you have everything for your car rental. They call to make sure if your car is not returned yet, to let you know. Thanks Jim and Baker for always making my car rentals AWESOME! read more

I had a smooth pickup and drop off. Paid the price that I was quoted. The car was brand new. The service was friendly. They got me in and out fast. I will use this location again. Thank you. read more

Car was great! Perfect for out trip. Car was clean and ready on time. The Service person was extremely polite and helpful. He even helped me recover some items left in the vehicle after our trip. I would definitely rent from this Avis location again! Fantastic! read more

Nobody was there when I came for my reservation so I had to switch Locations. Super frustrating.

Go here if you're in the mood to play some renta-car-roulette -- you may or may not get a vehicle regardless of your reservation. Apparently, Avis/Budget fails to understand the concept of what a reservation really means. To add insult to injury, they then proceed to charge me a $50 no-show fee. Like the other Yelper, they should be giving me a credit for the inconvenience! I can't believe that this place still exists considering the trail of consistently bad reviews... read more

Guys are cool and help me out when I need it. I rent a car nearly every week and it gets the job done. I've had a few issues that I messed up on my end and they've gone out of their way to help me out. Keep it up gents read more

Terrible service! We booked a minivan rental 2 MONTHS in advance. My husband went to pick up the car the day before our vacation and they offered him a Ford Explorer! Yeah, to fit our family of 6 plus luggage for a car ride to Florida? Then they said that the minivan was at O'Hare airport and if we wanted that, we would have to go drive a different rental car out to O'Hare and swap it with the minivan. No thanks, get your own chauffeurs! This is honestly a horrible place to put a family in when they are about to take a trip and it's a Saturday so other car places are closed or booked by now. Thank for nothing Avis! I really hope that this post helps another family not get let down by booking with them. read more

First time renting with Avis. The pick up was nice and easy, Mohammed was very helpful and sent me on my way. The only complaint I have is he did not say they were going to be closed on Jan 1st 2019, only thing he said was if I drop the car off early I can leave the key in their dropbox. So I get there a little early and I can't leave the key in the dropbox because it's full and keys are sticking out of the box. I wait an hour and finally call customer service, spoke to Carlos. He tells me since I rented through Priceline it wasn't their responsibility to tell me it's closed. So I advised him when I asked Mohammad if they were closed all he said was if I drop the car off early I can leave the key in the dropbox. I again asked Carlos how can I do that when the dropbox is full? He then tells me I can take it to the Airport which is two hours away mind you. I advised him that Avis is terrible with their customer service and if I ever have to rent a car again I will take my business somewhere else. He did apologize but then just said have a nice day, like he didn't care. If you need to rent a car go somewhere else! read more

I Rented a compact car, was offered an upgrade at no charge. Which I thought was great. However, the car was dirty, smelled like marijuana and had major dents, small shatter on windshield.. just bad. And it didn't have a full tank of gas.. It felt like it was someone's personal car vs a rental. I of course demanded a different car. However... Very disappointed, as I rent with Avis all the time. This was by far THE most awkward & disappointing transaction. Will not go back to this location, ever!! Very poor customer service, product knowledge, and zero courtesy. read more

I had to choose one star, but if I could give this place a NEGATIVE amount of stars I would!!... if you have already booked a car with Avis you might as well cancel it and go to another car rental. Four of my friends and I rented a full size car a month in advance, we get there and they say there just isn't a car. They said the car was in Chicago and it was gonna take 1 1/2- 2 hours to four our car. I asked if they could accommodate us in another vehicle because we really had to leave on time. He said no, that I could get an SUV if I paid extra for it. Not gonna happen!!... After standing in front of him for 45 minutes and insisting on him getting me any vehicle he finally gave me an SUV that someone "didn't need right away". The outside of the car was so dirty. He didn't do a walk through with the car, until I told him to look at it with me. How is it that I have to pay for any major damages if they don't know what's there to begin with?!?!... We ended up getting charged for ipass tolls when we used our own. We asked why and only got treated like garbage, again. Before I returned that vehicle I took pictures of everything in case they wanted to say I did something to it (they seemed very shady). DONT USE THIS PLACE OR YOUR PLANS WILL BE RUINED!!!! You've been warned!! read more

If I could give a lower review I certainly would! An employee called us the day before our early morning truck reservation pick up at the St . Charles Il location and told me that they are overbooked and we can have our rental on Sunday not Saturday we said that would not work could we reserve it next week, we where told we would have to drive to Addison Il or next time we reserve a truck to go into the store later and double check if they actually have the truck! Then gave me a telephone number to change my reservation (granted my phone disconnected as I was trying to get the man's information as he was being very harsh with me and refusing to give me any more information to fix this issue as if I was to blame there's no rental) he called back and asked if I hung up on im, I told him the truth we seem to have been disconnected he angrily said he is canceling the reservation and hung up on me. I called the number he gave and it turned out to be not the customer service number but they where able to connect me, the person I was connected to took my information for the rental and I explained what happened an was willing to try again for next week I was told an Inventory Manager will call me and asked how far am I willing to drive to pick up my reservation? The Inventory Manager did call a few minutes later and told me he couldn't give us our reservation in the entire Chicago land area as all the trucks are out untill October 3d we originally reserved a truck for September 21th I asked him if we could pick a date farther out then October 3d as a weekday wont work to get help with the truck he hung up on me. Avoid this place and the headache the employees give you!! read more

I wish we had checked yelp before reserving here. We, too, reserved a minivan 6 months in advance. We received a Flex for 6 people and their luggage. It was filthy, smelled of stale beer and cigarettes and had brown sticky stains on some of the seats. Will never use Avis again due to this experience. We were in a bind and had to leave quickly so had no choice but to take the car. Do not recommend at all. read more

What a joke. I reserved a truck (Budget Truck) both through phone reservations and on-line. I even received a reminder that the date was coming up. I called Budget/Avis the night before to confirm. The local rep said that he MAY have a truck for me the following day. MAY have a truck??? The following morning I received a call saying that he did NOT have a truck, but one was located about 15 minutes away in a neighboring town (Elgin). What kind of business is being run here? Reservations, a reminder and NO truck. I had people lined up to help with the move and now I'm scrambling to find a moving truck at the last minute. NEVER AGAIN St. Charles Budget/Avis. read more

The people who work at this location seriously lack any real communication or customer service skills and they lie right to your face. I reserved a 16' truck for a one way trip. When I went to pick it up, I was told, condescendingly, that it had a flat tire and then they did everything they could to just get me out the door so I could "go be somebody else's problem." The guy I talked to was acting like this fiasco was my fault because he claimed that the phone number I gave him was a disconnected number and he couldn't get in contact with me the night prior because of that. He ended up calling me twice the night before when I was in class and I called him back repeatedly about 10 minutes later and no one answered the phone. When I confronted him about his lie and told him that his number is in my missed call phone log, that I tried calling him back, and inquired as to why he didn't leave a voicemail, he got defensive and told me he couldn't do anything for me and told me to call customer service. I called customer service and they left me hanging; I ended up having to cancel on my movers which set me back about $50. Thanks, I appreciate that. Do not rent from this location. They do not value their customers, the employees have no integrity, and Budget/Avis are not willing to lift a finger for you if things fall apart on their end. Buyer beware. read more

We get stuck with this being the only Avis anywhere near us, plus we are Preferred members. A lot of good that does us. Customer service seems to fall by the wayside. Picked up latest rental before a road trip. Minivan had scratches and dents plus a ripped seat and broken mirror in visor (is that even safe). Worst condition of any rental I've ever received anywhere. I told them so and they shrugged their shoulders and said "it's all minor things". Air conditioner is sporadic at best. Transmission skips. Then, we just receive a call from them looking to see when we are returning the vehicle. Since we will not get it back until after hours, we were just told we will need to be charged an extra day, because it was picked up before 2:00 pm last week. What? Was never told that at pickup for my prepaid rental. I will do my research to find another rental company nearby. Try to avoid if possible. read more

Horrible, horrible, horrible experience. I booked a minivan 1 month in advance to drive to Ohio for my wedding shower. I had three adults traveling with me and a large amount of wedding gifts, so we needed a van. The night before we were to leave (May 22), I get a call at 5:56 pm with a voicemail saying there will be no vans available tomorrow morning, but I can call back before 6 pm if I have any questions. I obviously missed that window, and I was upset and worried about not having a vehicle at all, as the person who left the voicemail (Scott) didn't explain anything else. He was unapologetic on my voicemail. We were to leave at 8:30 am on Friday morning, so I woke up early to call him as soon as he was in the office. He explained now that the vans wouldn't be in until "the afternoon" and "that was just how the travel industry worked." He said I would have to pay extra for an SUV (even though I had pre-paid in April for the van). I was so upset and frustrated, I asked to speak to his manager, and he connected me to the main call center. I spoke to three different people there, explaining the situation. No one could help. Also, no apologies were given throughout this whole disaster. In the interest of not getting too behind schedule, I headed to the Avis location in St. Charles to hopefully get another vehicle. He set me up with a Durango. He didn't do a walk around the car for damage, nor did he look inside the car. The outside of the car was filthy-- fine-- but the inside was just disgusting. Footprints all over the leather seats, food garbage in the side doors. He said he couldn't do anything about that, "it was permanent." He only performed the walk around when my friend asked him if he could check out the damage so we weren't charged. He was unapologetic about everything. He had the worst customer service skills, and he was just plain rude. I am set to return the car on Monday at 7 pm. My fiance drives me over Monday (Memorial Day, the reason we booked with Avis because it was open on Memorial Day for a return), and it is closed. Again, I call customer service, and the man on the phone says there is an after hours drop box for keys. On the front door it says clearly, "No after hours drop box." He says there is. We go back and forth until he concludes that there must have been a change since I booked in April. I leave it there and hope they don't charge me. First thing Tuesday morning, my fiance brings the keys over. Scott charges him $216 extra, and tries to charge my card 5 times (two amounts of $157 and 116 which we have no idea what they could have been for and the customer service person I spoke to on Wednesday had no idea, either). He charges it so much that Bank of America shuts down my credit card for fraud. So, it's now Tuesday, and I have no credit card, thanks to Scott at Avis. As I write this review on Sunday, May 31, I am STILL without credit card. Finally, I talk to someone on Wednesday who says they can refund $137 of all this. Mind you, I paid $287 originally for the rental. Plus the $216 which is not explained to us for charges. And the rogue $157 and $116 charges that caused my credit card to be on the fritz. It was a HUGE disaster, and I wouldn't recommend Avis to my worst enemy. The rudeness of the person in charge in St. Charles was appalling. The whole situation added so much stress to my weekend and experience. No one from Avis was helpful-- even those in customer service-- they were curt and unprofessional on the phone. I wish I could give this 0 stars! read more

This place is the worst. I rented a car thru rentalcars.com for unlimited mileage. When I returned the car, the woman checked the mileage. I asked her why she was checking she told me because they cant rent a car after it has certain amount of miles. she assured me I had unlimited miles. I got my bill today and they charged me $329.13 extra for miles. I called Avis and got nowhere. They told me they have no managers to help when I called corporate. This place is a total scam. read more

This place is ridiculous! My wife and I reserved a 24 ft truck for the 30th of April with a pickup time of 9am. We live in Mchenry which is an hr and a half away from St. Charles but they were the only location that had a truck left. We'll the day of the 30th I have this feeling that I should call and make sure they have our truck, 8am no answer, 815am no answer, 830 no answer, finally at 850am I get an answer when I am 10 mins away and she tells me she doesn't have our truck. So when were you going to tell us you didn't have our truck, after we drove an hr and a half to St. Charles! If this isn't bad enough they then charge us a $50 no show fee. So we call and explain that we weren't the problem so we are not going to be charged for their issues if anything they should give us $50 for our inconvenience. They tell us sorry we don't do that, but you can expect the money to be back on your card in 7-10 days. So if it wasn't bad enough that you didn't have our reservation you then charge us $50 that we will be out for a week and a half. Company is a joke. We rent 15 to 30 trucks a month and have a problem with them 85% of the time, then every time we call customer service we get hung up on. Do not use this location for cars or trucks. Horrible customer service and horrible products. read more

Worst car rental experience ever from this location!! According to the AVIS terms and conditions they do not charge an additional driver fee for spouses and domestic partners. We were told by the owner of the franchise (praful shah) that he would refund the charge when we returned the vehicle. 12days later we returned the van and documentation showing domestic partnership and then that's when he got upset with us and called us liars and he does not have to follow AVIS's policy to "go to hell" and take it up with customer service. I had a feeling this was going to happen due to how quickly he got upset when we asked him to have the van cleaned when we picked it up, the carpet was filthy food under the seats and all the windows were full of finger prints the van had not been prepped from the time it was last dropped off. we had to wait an additional hour to get cleaned. I called AVIS from my cellphone and they agreed to that I should not have been charged for the additional driver and immediately called the store and had the charges reversed, all the while the owner was still yelling in the background that is was his business and he could do whatever he wanted to do the CS REP opened an investigation ticket and I'm still waiting to hear back from his District Manager. The situation escalated to point where the owner challenged me to beat him up and even came out from behind the counter while my 2kids were standing next to me!! I'm really hoping the location has a security camera so they can see how belligerent, and confrontational he was. AVIS has really good rates but its a shame if they allow this type of person t represent them. I will not rent from this location EVER again and I suggest that you stay away also. read more