"LAX Airport Van Rental Review"

If you want an extremely dissatisfying experience, fraught with unprofessional employees, this is the place for you. I reserved 182 days in advance. After an arduous journey to even get to the rental place (involving 2 different shuttles and standing in a parking lot, out in the heat, with all of our luggage, to catch the second shuttle), I entered the Airport Van Rental (AVR) building, only to be greeted by at least 4 other disgruntled parties who did not look impressed, as they were waiting for their own van rentals (which were late).

I was informed by the employee who assisted me, that I would not like any of her answers (at least she was honest- that I appreciated). She said there are no vans available right now, but you will get "something" sometime today. Thank goodness for vagueness. I reserved a 15 passenger van, only to be greeted by a 12 passenger van. Unfortunately, the group I was travelling with were ALL afraid to conquer LA driving, or else I would have abandoned AVR and would have gone elsewhere to rent two regular sized vehicles. However, I was far braver and had no choice but to rent a larger passenger van from AVR! I would even have brought an absolute stranger with our group and rented two 8 passenger SUV's to avoid this place (hind sight is 20/20). It gets better, continuing reading...

The VAN arrived two hours late and don't forget the wrong one, not the 15 passenger we had reserved. However, we were told that AVR could not give us a time when a 15 passenger would be available, so we relented and accepted the 12 passenger (which we received no discount for a smaller van rental). Now, due to the extra time it took to shuttle to AVR and the LONG wait to rent the van, I got to waste time in rush hour, yeah!

Upon entering the VAN, the olfactory senses were walloped by wafting urine and sweat. All seats were cloth and soiled. I immediately asked for air fresheners… what I received was a lite mist of some crappy spray that lasted until I reached the first corner. Well, at least I got to shop, along the way to our destination, for air fresheners at TARGET (we don't have target in Canada anymore, so I enjoyed being able to shop there and erect a forest of Pine Trees in the van). If you closed your eyes real tight you'd swear you were in a real forest somewhere nice, definitely NOT this lousy land barge that wreaks of other humans odors.

Fast forward to day four, when I used the windshield wipers to clear dirt off the window at night, as the glare was awful. The driver’s side wiper was ruined and didn't remove anything. It only spread the dirt around, making it difficult to see. Now I had the pleasure of finding a gas station, to properly clean the window, at least I got to Ace Venture my way there to avoid striking objects. One would think that AVR would check all lights, fluids and wipers as all have to do with safety. Not this place.

At the end of the trip, I followed the directions given to me, and dropped the VAN off at the adjacent building CL (parking), as it was early in the morning. I asked for a receipt and the attendant stated he didn't have any and that I would receive an email soon, confirming that I had dropped the VAN off. This is an important fact to remember.

Almost 48 hours later, I get a call that sounds like this, verbatim, " When are you gonna bring our Van back?” I said, "I dropped it off Saturday.” The employee reiterated where is our VAN, when are you gonna drop if off? I said I am in Canada and I don't have your van. We will look into it and get back to you. ….Click the phone is hung up. This was a conversation that lacked any form of etiquette. I REALLY appreciated this person calling me at 23:10 hours on a Sunday evening. This made me worry all night that I got duped at the airport and someone actually stole the van. Never did get a call back from them.

I then called the General Manager the next day, Mr. Batchelor. I told him about all of my concerns and he asked “where is our VAN?” At this point it became painfully obvious, this business has no form of inventory control, professionalism, common courtesy, they are void of core competencies associated with success, professionalism and interpersonal dynamics. Mr. Bachelor ended the conversation stating he would get back to me, he never did. I am assuming they located their van.

At a bare minimum I would have expected AVR to reimburse me for the pine forest I purchased, to mask the odor of the urine express. Instead, Mr. Batchelor had a battery of excuses to address all the concerns I had. I also advised him that I had a discount card that was not honored, silent response to this as well.

It pains me to rate AVR a star. I think a moon would be more appropriate. I truly hope someone other than the General Manager reads this review and develops a strategic plan for this location. The plan should include professional development across all domains. If the General Manager reads it conduct a SWOT analysis of you and your team. I am sure you will find something to work on. If you’ve done a SWOT do another one the first one didn’t work.

Overall, I would avoid this place at ALL costs, unless you want to author a review like this.

"Service severely lacking at this location!!"

I am severely upset with the service at the Portland location! The service I received at that location was a horrible way to start my vacation with my children. I was traveling from South Carolina to Portland, OR with my seven children (ages 2 – 14), by myself for 3 weeks. I rented a van from AVR to accommodate my family during our vacation based on online reviews and price. It was not inexpensive (over $2,000). When I booked the van I was under the impression that the van rental office was located at the Portland airport.
A few days prior to my departure to Portland, I found out different, when the Portland office contacted me to let me know their airport shuttle was not running. As a lone parent with seven kids, I was very concerned about how I would be getting to the rental location. The location told me they could provide me with one Lyft ride. I was very upset because it is not possible to take all my kids and myself in a single Lyft and I was not willing to leave some of my children at the airport or have them ride with a stranger to the rental location…my whole family needed to go to the van location at one time.
I called the 1-800 customer service number for AVR to try and resolve this issue. They assured me that the location could get two Lyft drivers at the same time. I arranged with a family member to meet me at PDX to help me with my kids and make sure they were not riding alone with a stranger. When I arrived at PDX I called the van location to arrange transportation to pick up my rental van. They were adamant that they could only summons one Lyft driver at a time and that I would have to leave half my kids at the airport and then they could summons another Lyft driver or I could pay for another Lyft myself. I asked if they could use the van I was renting to come get me and my kids and was told that was absolutely not possible. They did not care about my situation and were unwilling to help me at all! I am grateful I had a family member meet me at PDX and could help me and was able to order another Lyft and ride with half my kids.
When I got to the rental location, I was told that AVR would take off the cost of the Lyft ride to the rental location, but not the $4.00 tip. Are you kidding me!?!?! I was not supposed to tip the driver who had to take a longer time due to my having car seats, luggage, etc? I am not that kind of person. Apparently, AVR (at least the Portland location) is that type of company. Furthermore, when I asked how I would be able to get back to the airport, I was told they would be able to drop me and my kids off in the van I had rented. Why couldn’t they do that to pick us up?!
All the miscommunication and horrible service on AVR’s part got my vacation off to a very rough start. Had I known that the customer service was so poor at the Portland location I would have rented from another company. I am so disgusted that this company did not care about me or my family, at all!

"When we picked up our 15 passenger van…"

When we picked up our 15 passenger van from the Salt Lake City the price was twice what I had been quoted. After 3 hours of trying to figure this all out we finally returned the van and rented 2 smaller vehicles from Avis for half the price of what AVR wanted to charge me. The agent was not authorized to refund me the full amount and instructed me to call AVR to get the rest of my money back. I have called multiple times, waited on hold, and also left multiple messages for someone from customer service to call me back and have still not heard from anyone at AVR. Very disappointed in their customer service. Would NOT rent from them again.

"I rent the Van in San Francisco"

I rent the Van in San Francisco. At the time check out. I see gas not full, so the guy mark down on paperwork 6/8. But in their system still 8/8. After 1 day the battery dead ! I exchange other Van. At that time they charge me 5 gallons gas at $7:30/gallon. I didn't pay attention at that time. Aftet get home I look back paperwork then call them. They gave me the phone # of manager location. I call many time but they didn't pickup phone or not right person to resolve the problem for me. I tried email to the location I rent. They didn't response at all. I spent alot time for nothings. Stay away from AVR (ACE). At the time I return Van and see other people have problem with their rent too!!! I never go with them any more.

"Great experience!"

I hadn't heard of this company before this weekend, so was a bit nervous to use them. Found out about them on Travelocity when my vehicle broke down. They had good hours & I got a full sized SUV for pretty much half the price of an economy car! When I had to extend my rental for another 4 days, I got it for another 50% off! (Note: go thru Travelocity if you have to extend, otherwise you would pay more.)

Good staff, polite & cooperative. The SUV was a newer model, clean inside & out.

"RENT the car at your own risks"

rented a SUV from the Salt Lake City location in July 2019 for a week, car broke down 5 days later, called office customer support/ road side assistance numerous times without responses. Ending up renting another car from another car rental place to complete our trip.

AVR refused to reimburse us for extra expense and even charged for their car problem.
Their customer service phone line is just for show with voice mail only. No one there to assist customers when needed.

If there is a neg rating this company deserved all of it.

I would stay away from this company.

"They bring out a vehicle that is not…"

They bring out a vehicle that is not fit to drive , then try to get you get an upgrade for more money. I rented two minivans on line with unlimited millage and but I was told I have only 350 miles per day, now I'm stuck with this rental going out of town over 1600 miles and only have 1400 per rental , I have always rented van from AVR out of town and never had a problem, but here at Chicago midway they want to rip you off ...NEVER AGAIN Vicky Nelson reservation# AVR9032479

"This Company is full of crap"

This Company is full of crap. No one answers the telephone or chat. Their family members and employees must be giving them 5 stars, there is no way they deserve 1 star.
we booked a 15 passenger van for $278 - left the place with a $736 bill
it stated unlimited mileage but at the location, they said 300 miles a day
they would not rent to us unless we paid for insurance
the rear view mirror is cracked and the van was not cleaned

"Disappointed..."

Unfortunately, I had quite a negative experience with AVR. The vehicle I rented died while inside the Rocky Mountain National Park!! Luckily, one phone in my group worked and we were able to call the two numbers listed on the rental paperwork. However, there was NO answer at either number. We attempted to track down jumper cables as other hikers drove into the trail head but were unsuccessful and decided to call AVR again...this time we left a message. THREE hours later we got a call back providing an additional number to call for road side assistance, by this time we had already made contact with some good samaritans in the park who were nice enough to help us.

When I was able to drop the vehicle off that evening, I was told I would hear from the manager the next morning by 11:30 to discuss the issue, and to give them an opportunity to take the car to the mechanic and try to identify the root of the problem. I never received that call. I have since called and left a voicemail, and days later still haven't received a call back to address my concerns. I had this vehicle for just over 30 hours and paid over $400. Now it is nearly a week later and I haven't received the communication I was told I would receive from management the next day, nor have I received a response to the voicemail I left when I never heard from them. To say I am disappointed in my experience with AVR would be an understatement.

"Piece of CRAP place to rent a car"

Piece of CRAP!!! place to rent a car I was charged 491.00 for a rental then 279.00 for mileage when it said unlimited mileage and then 250.00 on a deposit and 99.00 on insurance. A grand total of over 1,000.00 to rent a van. You people are the worst. I was going to take my 86yr. Old mom on her last trip, but now we have no extra money to enjoy anything.