Avis Rent A Car Dubrovnik

Never rent a car here!! I had booked a car for two days, got a VW Fox. Already upon car receipt I noted two damages that had not been documented in the papers. When returning the car the Avis people performed an extremely detailed check and finally found a small scratch at the underside of the front spoiler, at a position where under normal circumstances when getting the keys I had no chance to realize it without crawling around the car on my knees. I was charged EUR 160 for this damage which I was not responsible for. The Avis people didn't care about my reasoning, they even clearly and absolutely unashamedly stated that it makes no difference at all whether I had actually caused this damage or not. As it is not documented in the papers I would have to pay for it in any case. I tried to sort that out with Avis customer service (first German customer service, which was a complete disaster, then Croatian customer service). To make a long story short - they simply didn't care. They "have to follow their procedures", so I was told, and also it didn't play a role that I'm a regular Avis customer and could proof a high number of rental agreements from the recent years. From Avis I would expect a professional behaviour, but Avis Dubrovnik is not better than any local low budget car rental company. To me this case shows evidence of systematic customer rip-off. I can only warn everybody of renting a car here!!!

When picking up the rental vehicle I was asked by the rental representative if I was going to leave Dubrovnik, which meant crossing the Bosnian Neum corridor, which I said I was going to do. I was then informed that there would be an extra charge of 85 euros for an "additional green card" to cross the border. While he asked me this, the gentleman behind the counter already had the car documents in his hand. I truly believe that if I had replied that I was not going to leave Dubrovnik I would have gotten the exact same documents without the extra charge. Prior to pickup I read the Terms and Conditions and did not find anything out of the ordinary, so I was very surprised that when I protested the extra charge I was shown a document where indeed the extra charge was mentioned. Upon return of the car I went to the budget.hr website and found under the Budget Dubrovnik location additional information a separate set of conditions that did indeed mention the border crossing fee. It's a shame this isn't mentioned in the general Terms and Conditions, it does not reflect well on a business nor does it inspire trust to present costumers with hidden fees (and by not including it in the general Terms a company is purposely hiding it!) After this experience at pickup I was anxious about what would happen at return (i.e. being charged for damages I did not cause). After a quick walk around the car it was stated that all was in order but just in case I asked for proof of returning the car without damages, which the gentleman who helped me was happy to do. I would advise everyone who ever returns a rental car to do this. Unfortunately the ones who have to deal with the unpleasantly surprised costumers is the location staff that are doing the best they can.

Avoid this agency. They will rob you with insurances. Our bank account was charged with more than 300 € also we didn't take any insurances. You sign on a screen but you don't see what you sign. AVOID Avis Budget anywhere in Croatia. Check all comments on Google!!

AVIS will mislead you and expose you to higher costs. Be warned AVIS will mislead you and state (in writing) that costs are included in the quote and then charge extra costs and not fix the overcharge when provided with irrefutable evidence of their original quote. In fact they may even modify and doctor the paper work to try to hide their mistake. Their complaint query process is useless, after 12 emails and almost 2 months they have missed every time frame that they offered to respond and this is after it is elevated to a superior (no answer) and then elevated to “urgent” with no response after a further 11 days. Their complaint/resolution process is totally ineffective with a different person answering each email (after periods of no answer from them) – no single person has made any attempt to resolve a simple irrefutable case of overcharging. The situation details are: My wife and I obtained a quote to hire a AVIS car pickup in Zagreb and drop-off in Dubrovnik. When reading AVIS ‘s conditions we noted that AVIS had a differing location drop off fee and international insurance fee. It was not 100% clear on the quote if these fees had been included or not. As we were picking up at Zagreb Croatia and dropping off at Dubrovnik Croatia the only way to drive to Dubrovnik is by passing through Bosnia, through a 9 km section that takes less than 30 minutes. I sent AVIS an email highlighting that this short drive through Bosnia was the only way to drive to Dubrovnik that that clearly Dubrovnik was a different location to Zagreb and could they confirm that these costs were included in the quote, their first reply was a little vague so we asked again and obtained a clear and irrefutable statement that the costs were included in the quote. We picked up the car (the dirtiest and smelliest car that we had ever hired, it stunk of stale cigarettes) and drove to Zagreb, Zaden, Split and onto Dubrovnik over a 13 day period. When we dropped the car of in Dubrovnik we were forced to pay an extra International Insurance fee for every day of the entire 13 days. I had the emails on hand indicating that the quote was inclusive of this fee and/or it would not be applied for the 9 km strip of Bosnia. The Dubrovnik personnel didn't care about the quote or emails and just took an extras 13 days insurance fee out of our credit card. On our return to Australia I followed this up with AVIS, sending then details of the quote, the queries their emails/confirmations and clearly the evidence of an overcharge.It has now been 2 months, endless emails and still no resolution. 27th Nov – I send an email with all the details showing the overcharge 1st Dec – AVIS reply with a changed invoice renaming the international insurance as theft loss insurance – I had the original invoice and I have no idea as to why AVIS would make such a change however, irrespective of what the description was it was included in the quote and was then charged as an extra charge. 1st Dec – I send an email with a copy of the original invoice and explain that the overcharge still had been applied and for them to credit my account. No answer 7th Dec - I send another email asking that the matter be escalated to a supervisor. 13th Dec - AVIS state that the matter has been escalated and will be sorted in 10-15 days. Over a month from my email and no answer from AVIS 8th Jan - Sent another email asking how my 10-15 response was progressing. 11th Jan - AVIS respond saying that it has been raised to urgent. Over 11 days of urgent response and no reply from AVIS 22nd Jan - No response from AVIS Essentially either: 1) AVIS made a mistake with the original confirmation that this charge was included OR 2) AVIS intentionally mislead me to expose me to higher hidden costs. If (1) then it would be a simple matter to own up and if they don’t then it strongly implies (2) Given the evidence and AVIS lack of fixing this issue then the only conclusion that can be made is that this was an intentional misleading and overcharge.

I should have read these reviews before renting. This franchise is fraudulent! After dropping off my car we witnessed a couple being shaken down for damage underneath the bumper that was simply not there. The agent argued in a threatening manner and I felt for the poor couple as they were helpless. I checked my bill to see they added a 300 Kuna damage charge on top of the 365 Kuna rental cost. When I spoke with the agent on the phone, she told me it was for the mess left in the car. I cleaned every piece of trash, leaving only crumbs a 2 minute vacuum could have fixed. After asking more questions, including the woman's name, she hung up the phone on me. Awful treatment. I had only very positive experiences renting cars throughout Croatia and am shocked that my only negative experience was through Budget. Stay far away from these crooks.