ComplaintsforAirport Van Rental - San Francisco

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I rented a *** through Priceline with AVR San Francisco location for pick up on 6/10 at 11am and drop off at 6/19 at 12pm.I have been trying to reach ******** the manager at this location but she has yet to return to phone calls voicemails or emails!To start off all of the issues we had my husband waited 45 minutes for the shuttle to pick him up to take him to the rental place for pick up. Once arriving he waited about 30 mins in line to be told our vehicle was not ready (this is already a hour and a half after scheduled pick up time). The lady at the counter had to get clean the *** because there wasnt any other vehicle available to substitute. By cleaning the *** it was put through the car wash. The inside was not cleaned at all the floors were dirty and there were sticks in the seat backs. Once we finally got the *** 2 hours after scheduled pick up time we were told the protection / insurance we purchased doesnt even cover for AVR so why is this an option for $130 through Priceline!!! The Chrysler voyager *** we received had a fully cracked windshield, which mind you is ILLEGAL! But we were told this was our only option so we had to take it or be stranded. We then noticed the next day the license plates were expired! They expired March 2024. When returning the vehicle we had a family member follow us so we didnt have to wait for the shuttle and possibly miss our flight yet my husband still waited there for return of *** for 1 and a half hours!!! Still almost missing the flight! I have asked the lady working to have ******** the manager and customer service above ******** to call us back she takes down our number but nobody ever returns our calls or emails. I have also sent two emails to customer service AVR email address with no follow up.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am sending this email because I just received my statement from Discover card regarding charges on my van ********************** from December *****, 2023. I got charged twice for the security deposit for $200 on December 20, 2023 . I got a credit of $200 on December 31 but Im wondering what happened to the other deposit . Attached is a copy of the statement and van ********************** details for your ready reference .I am also following up on the status of the reimbursement of gasoline charges since we have to do an exchange. The first van that I got was almost empty and I would not be able to go home without partially filling the tank. I put some gas again the following morning before heading to our destination. While driving, I noticed that the van was shaking when brakes were applied and during acceleration making it unsafe to drive. This has considerably delayed our trip since we have to come back to the office to do the exchange. We have to unload our bags, wait for our turn to be served as other customers were also inside and wait again for the van to be cleaned. I was also informed by ******** that the vehicles are not thoroughly checked upon return and problems concerning the vans are only acted upon once the customers mention about it. I think that this is not fair for paying customers like me because we expect the vans to be safe , drivable and clean once the keys are handed to us. We only have limited time for vacation and it certainly wasnt a good start . It has been several days since I returned the van but I am still dealing with it . This ********************** has been very stressful and left us all in the family with a negative impression of AVR San Francisco - ********** . We definitely deserve some form of compensation or discount due to the above incidents.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***************************** and I am an Executive Protection Agent that has worked for various high end clients and companies for several years and never have I encountered such a terrible Establishment in my entire life. On April 17th 2023, I was working for VIP clients from out of town and needed to procure a ********** Transit or Sprinter Van to transport 14 executives from signature air, to their various locations during their stay. I went through Priceline to make a reservation for a **** Transit Van at a place called *********************************************** in **********. When I arrived to pick up the vehicle they asked for a credit card "Just for damages" before I had even seen the Vehicle. I replied "I thought I booked the reservation through Priceline, so aren't they the company charging me?". The response from the representative was that the card would not be charged and it is only on file for damages that *** occur when I had to vehicle in my possession. As asked, I gave them my credit card and signed the paperwork as they make you do before ever obtaining the vehicle. The **** Transit Van finally arrived almost an hour later, because they said the were cleaning it and I was completely mortified. It smelled of cigarettes, stale coffee, and all of the seats were discolored and stained. I immediately called my supervisor on face time to show him the state that the van was in. We both quickly decided that the vehicle was substandard and would not be satisfactory for our clients. I explained to the front desk representative that the van was not going to work they tried to show me another van. The van was too small and would not fit my clients or their luggage. The *********************************************** Representative then tried to say that they don't guarantee exact vehicles to which I replied this isn't going to work then. I explained to her that I could be fired if I showed up with either of those vehicles and that I need to cancel. I was charged anyway for a service I declined and never used.

  Business response

  08/05/2023

  Customers expressed dissatisfaction with the models provided upon their visit. Evidence from the customer's own photographs indicates that payment was not made to Priceline, as the status "Due at pick-up" is visible. Thus, the claim of having paid only a deposit is contradicted by this evidence. Additionally, the picture of the vehicle clearly specifies ***** Transit or Similar," indicating that no exact model is guaranteed, only the number of seats. When the customer made the booking through our channel, they acknowledged and accepted our cancellation policy by clicking "Confirm Booking" on Priceline's website. Therefore, the customer is not entitled to a refund solely based on dissatisfaction with the available van models.

  Customer response

  08/05/2023

   
  Complaint: 20424963
  
  I am rejecting this response because: you are trying to charge me for a substandard vehicle that I did not accept and could have gotten me fired. You provided no service, I didn't even accept the keys. I will see you in court and on the news. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  From July 9, 2021 to July 12,2021 I rented a van from AVR at the ************* Airport. On the first day I was able to pick up the rental van and drive it over to my hotel where the van ended up having a variety of mechanical and engine problems. I called a tow truck and informed AVR that I was getting the van towed to a shop and I needed a replacement van. I was told since it was later in the day I would have to stop by the rental office the following day on July 10, 2021 to get a new van. I was able to use the new van for the remainder of my visit with no issues. I have been going back and forth with AVR to reimburse me the July 9, 2021 date that I was not able to utilize the van. I have been talking to the general manger *********************** who has helped me get partial reimbursement for gas and additional rental car charges. I have not however, been able to get my reimbursement for the one day I was not able to use the van. This has been going on since July of last year and I have not had any updates. I have been communicating with the company and the ** but I seem to be getting passed around without any resolution. Attached Below shows the receipt from the company.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We arrived at AVR in ********************** on 2/26/22. We had paid for and secured a Mini Van from 2/26/22-3/4/22. After waiting for the shuttle, driving to AVR in the shuttle and unloading all of our luggage from the shuttle we walked in to the facility to get the Mini Van. Our reservation was set for 9:30AM, we had arrived shortly after that. Once inside we were informed that the ************** was due back at 9am) would not be there until noon. We could either wait for it or be upgraded to a 12 passenger van. We are a family of 5 who were in town for a memorial service. A ************************************************************************************************************************ find parking for. Since we were on a timeline we opted to cancel with AVR as they did not hold up the end of there deal in providing us a mini van. We then had to shuttle back to the airport and find a same day rental with a different company. This cost us over $200 dollars more than our AVR and we did not have the 7 seats we had originally rented. AVR did refund us our pre-paid amount for the mini van but I am very dissapointed that no other compensation was offered.

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