Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Avis is described by South African renters as a brand where the counter experience can still impress but the back office consistently fails. Deposit refunds, unexplained card deductions and disputed damage charges dominate the feedback, with Communication & Aftercare (0.8) scoring lowest. Staff Professionalism & Conduct (2.3) holds up best, carried by named branch agents customers single out for genuine effort.
Top Strengths:
- •Staff Professionalism & Conduct: Individual branch agents are frequently named with warmth, including Angela at King Shaka, Mike and Neo at Rivonia, Muzi and Constance at Krugersdorp, and Pretty at Emalahleni. Collection counter staff are often described as friendly and efficient even when systems fail.
Replied to 100% of negative reviews
Reply time on negative reviews: 36h 11m
TrustIndex
2.5
Ranking
#7
in Car Rental
Reply Time
36h 58m
NPS Score
-78
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 36h 11m
Nov '25 - Oct '26
Frequently Asked Questions About Avis
What do customers say about Avis?
Based on recent customer reviews, Avis is described by South African renters as a brand where the counter experience can still impress but the back office consistently fails. Deposit refunds, unexplained card deductions and disputed damage charges dominate the feedback, with Communication & Aftercare (0.8) scoring lowest. Staff Professionalism & Conduct (2.3) holds up best, carried by named branch agents customers single out for genuine effort.
What is Avis's biggest strength?
Avis's biggest strength, according to Hellopeter's AI analysis, is Staff Professionalism & Conduct. Individual branch agents are frequently named with warmth, including Angela at King Shaka, Mike and Neo at Rivonia, Muzi and Constance at Krugersdorp, and Pretty at Emalahleni. Collection counter staff are often described as friendly and efficient even when systems fail.
What are the most common complaints about Avis?
The most common complaint about Avis, based on Hellopeter's AI analysis of recent customer reviews, is Vehicle Quality & Reliability. Customers repeatedly report cars breaking down within hours, unsafe handling, dirty interiors and worn tyres. Most damaging is the pattern of being billed for dents, chips and scratches customers say pre existed, with photographic evidence dismissed.
How does Avis compare to other Car Rental companies?
Avis scores 1.1 out of 5 on Hellopeter's AI analysis of service quality in Car Rental, compared to the Car Rental industry average of 2.4. Their strongest theme is Staff & Service (2.1); their weakest is Damage Claims (0.6). The top AI-rated Car Rental business on Hellopeter is Drive.co.za (4.3). How is the AI Score calculated? →
Is Avis trustworthy?
Avis has a TrustIndex of 2.5 out of 10 on Hellopeter, based on 319 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 36 hours 11 min. Hellopeter has tracked Avis across 4,410 total reviews. How is the TrustIndex calculated? →
Recent reviews (319)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
Pathetic customer service!
Trying to make contact with Avis staff ~ called the customer service team today was put through to 2 peopele with no help and left an enquiry on the website, tried to call the *** department but no joy! Trying to get rates on a Corporate account to possibly sign up as a customer.
1 reviews | Active since Oct 2026
Pathetic customer service!
Trying to make contact with Avis staff ~ called the customer service team today was put through to 2 peopele with no help and left an enquiry on the website, tried to call the *** department but no joy! Trying to get rates on a Corporate account to possibly sign up as a customer.
1 reviews | Active since Mar 2018
Avis PE, the worst
Worst experience and non existent customer service. These people took money from my account without any communication and when I request for a refund they are telling me about damages. Upon returning the car I expressed dissatisfaction and was promised that they will communicate regarding the damages as it seems they were there before I took the rental. No investigation was done instead they are ignoring me. Avis Port Elizabeth
1 reviews | Active since Mar 2018
Avis PE, the worst
Worst experience and non existent customer service. These people took money from my account without any communication and when I request for a refund they are telling me about damages. Upon returning the car I expressed dissatisfaction and was promised that they will communicate regarding the damages as it seems they were there before I took the rental. No investigation was done instead they are ignoring me. Avis Port Elizabeth
1 reviews | Active since Oct 2026
******** billing ***** with prior damage proof provided
I rented a car from Avis/Budget for a week from 18 September 2026 - 25 September 2026. I was emailed the rental agreement but did not review it initially. I was informed of a cosmetic scratch on the passenger side rear rim when I returned the car. I informed the receiving clerk that I did not have any incident with the car. Their proof that there was no scratch on the rim was by sending me a very poor quality picture of the car as I left the parking lot. After many emails to and fro, I reviewed the rental agreement and to my amazement the damage that I was accused of was there in black and white. I sent the evidence to customer service and the Cape Town branch manager and they refuse to refund the money they took from my credit card claiming that I am accountable without sending me any further evidence. My emails to customer service and the Cape Town branch manager with the proof of the pre-existing damage have been met with rejection and arrogance. There has been a lot of correspondence to no avail. I even sent an email to ***, who are the owners of Avis/Budget but no response. I lodged a complaint to SAVRALA - no response. I lodged a complaint with MIOSA but that is going to take a long time. I have also logged a ***** case with *** credit card from where the money was taken. This is nothing other than corporate bullying and the attitude of "do what you want". Avis is blatantly taking money for damages that is pre-existing. Pathetic company!
1 reviews | Active since Oct 2026
******** billing ***** with prior damage proof provided
I rented a car from Avis/Budget for a week from 18 September 2026 - 25 September 2026. I was emailed the rental agreement but did not review it initially. I was informed of a cosmetic scratch on the passenger side rear rim when I returned the car. I informed the receiving clerk that I did not have any incident with the car. Their proof that there was no scratch on the rim was by sending me a very poor quality picture of the car as I left the parking lot. After many emails to and fro, I reviewed the rental agreement and to my amazement the damage that I was accused of was there in black and white. I sent the evidence to customer service and the Cape Town branch manager and they refuse to refund the money they took from my credit card claiming that I am accountable without sending me any further evidence. My emails to customer service and the Cape Town branch manager with the proof of the pre-existing damage have been met with rejection and arrogance. There has been a lot of correspondence to no avail. I even sent an email to ***, who are the owners of Avis/Budget but no response. I lodged a complaint to SAVRALA - no response. I lodged a complaint with MIOSA but that is going to take a long time. I have also logged a ***** case with *** credit card from where the money was taken. This is nothing other than corporate bullying and the attitude of "do what you want". Avis is blatantly taking money for damages that is pre-existing. Pathetic company!
1 reviews | Active since Mar 2021
Avis/Budget claims that the payment was rejected but cannot furnish any verifiable or concrete evidence thereof, but keep threatening legal
I rented a small car in June 2024 and as usual paid for the rental at the time of collection, together with the customary holding deposit, and did so using one of my bank cards (not cash). I returned the vehicle on time, and the holding deposit was later released. Almost two years later I start receiving messages to say that I owe Avis (Budget) R4164.91 for the rental because the payment was supposedly rejected. I no longer bank with the same bankers I was with at the time, and I asked for evidence that the payment was rejected, after all, it is odd that they would have allowed me to take the car if the payment was not successful when collecting. I am given this crazy explanation that the payment does not happen at the time my card is used on the POS device, but that the transaction is only processed later in the back-office, which is where the employee captured the incorrect *** number, and because of this, the payment rejected. The evidence I am sent is then an unsigned letter from their bank stating there was a charge-back for the unpaid amount. When I call their bank to validate the authenticity of the letter, they (rightly so) say they can't validate it because I am not a client of that bank nor am I a representative for Avis with whom they are authorised to disclose such information. In addition though the person I spoke to confirmed that the story of the back-end process after the POS device is used is *******. The POS device will immediately give an Approved or Declined message and will retain that information on the device for months after the transaction, and then available from the bank thereafter. It has now been months since Avis started with the threatening messages, and they are getting more frequent and more intense, but I am not receiving any evidence to really show that the payment rejected. Avis is not accepting and responding to the burden of proof that the payment rejected, and is expecting me to go to the banks I was with at the time and check all my accounts to see if the payment went through. I have tried a multitude of times via mail and on the phone to get through to someone who can give proper evidence, but just get the same response over and over. I am being threatened with legal action but Avis cannot even give me the very evidence which their legal team will require if they were to hand this over for collection.
1 reviews | Active since Mar 2021
Avis/Budget claims that the payment was rejected but cannot furnish any verifiable or concrete evidence thereof, but keep threatening legal
I rented a small car in June 2024 and as usual paid for the rental at the time of collection, together with the customary holding deposit, and did so using one of my bank cards (not cash). I returned the vehicle on time, and the holding deposit was later released. Almost two years later I start receiving messages to say that I owe Avis (Budget) R4164.91 for the rental because the payment was supposedly rejected. I no longer bank with the same bankers I was with at the time, and I asked for evidence that the payment was rejected, after all, it is odd that they would have allowed me to take the car if the payment was not successful when collecting. I am given this crazy explanation that the payment does not happen at the time my card is used on the POS device, but that the transaction is only processed later in the back-office, which is where the employee captured the incorrect *** number, and because of this, the payment rejected. The evidence I am sent is then an unsigned letter from their bank stating there was a charge-back for the unpaid amount. When I call their bank to validate the authenticity of the letter, they (rightly so) say they can't validate it because I am not a client of that bank nor am I a representative for Avis with whom they are authorised to disclose such information. In addition though the person I spoke to confirmed that the story of the back-end process after the POS device is used is *******. The POS device will immediately give an Approved or Declined message and will retain that information on the device for months after the transaction, and then available from the bank thereafter. It has now been months since Avis started with the threatening messages, and they are getting more frequent and more intense, but I am not receiving any evidence to really show that the payment rejected. Avis is not accepting and responding to the burden of proof that the payment rejected, and is expecting me to go to the banks I was with at the time and check all my accounts to see if the payment went through. I have tried a multitude of times via mail and on the phone to get through to someone who can give proper evidence, but just get the same response over and over. I am being threatened with legal action but Avis cannot even give me the very evidence which their legal team will require if they were to hand this over for collection.
1 reviews | Active since Feb 2011
Unfair Rim Damage Claim inconvenience caused
Unfair Rim Damage Claim I am disputing a rental company's claim that I damaged all four rims of a vehicle. The vehicle was driven only within the Umhlanga area, and I do not believe the reported damage occurred during my rental period. When I collected the vehicle, there was visible red dust residue on it, suggesting it may have been driven on gravel roads before it was handed over to me. Despite raising these concerns, the company continues to hold me responsible for the damage. I maintain that I did not cause the damage and believe the matter has not been fairly investigated. I am seeking a fair and transparent resolution.
1 reviews | Active since Feb 2011
Unfair Rim Damage Claim inconvenience caused
Unfair Rim Damage Claim I am disputing a rental company's claim that I damaged all four rims of a vehicle. The vehicle was driven only within the Umhlanga area, and I do not believe the reported damage occurred during my rental period. When I collected the vehicle, there was visible red dust residue on it, suggesting it may have been driven on gravel roads before it was handed over to me. Despite raising these concerns, the company continues to hold me responsible for the damage. I maintain that I did not cause the damage and believe the matter has not been fairly investigated. I am seeking a fair and transparent resolution.
1 reviews | Active since Nov 2022
Avis service is so bad
Avis service is so bad. Especially the pretoria branch. I have one of their vehicles that was hired by my insurance for 15 days and now that 15 days has lapsed and i cant get any help or service in extending on my own capacity. The branch doesn't pick up their landline and the customer service toll is useless cause they're also making zero effort to assist or get through to the branch. Mind you they've already charged me to come pick up the car but now it seems they expect me to go drop it off at the branch, which was not the initial agreement. I dont know why Santam works with Avis, theyre really dropping the ball.
1 reviews | Active since Nov 2022
Avis service is so bad
Avis service is so bad. Especially the pretoria branch. I have one of their vehicles that was hired by my insurance for 15 days and now that 15 days has lapsed and i cant get any help or service in extending on my own capacity. The branch doesn't pick up their landline and the customer service toll is useless cause they're also making zero effort to assist or get through to the branch. Mind you they've already charged me to come pick up the car but now it seems they expect me to go drop it off at the branch, which was not the initial agreement. I dont know why Santam works with Avis, theyre really dropping the ball.
1 reviews | Active since Apr 2024
Bad . Traumatizing experience ever
Ive rented with Avis in the past years. But the kind of service given to me today was traumatizing. Im desperate for transport . My insurance company reffered me to them for a courtesy car yesterday. To my suprise I was told after a holding deposit was taken from my account that I have a block due to me owing them from 2019. My query was then can I see that document so I can also do my investigations. The consultant at Rand Airport branch then said will follow up today as it was no more office hours . I received call at 11h30 after I had spoken to my insurance company. . I requested for docs. Was told it was an internal issue. Right after my insurance company gave them a call . I receive documents. That rental was In 2019. And I remember very well that I paid access for the incident because u had taken comprehensive cover.. I need to lialise with the Durban Branch tha assisted me then.. Rand airport Avis staff treated me as a ********. Holding my deposit with explanation that I owe then 21k. I also have the right to investigate on my own and bring proof from the police accident reports and payments I did to the Durban branch. Why was u never contacted by Avis If I had owed them for so many years. Ive never changed my contacts. Home address and ***. No correspondence whatsoever was given to me for this as i stated I paod for all accesses then.. I also need to do my investigations and also submit my proof. Instead ive been denied access to funds taken from my account yesterday for a replacement car from my insurance. Was it asking too much I I ask for invoices and they await my proof. When were they going to say this if I was not sent by my insurance company? 2000 taken with no authorization. No formal summons or any legal documents were sent to me from 2019. The way they handle this situation was bad customer service and I wouldn't refer anyone ever I have proof and supporting documents that i submitted to their durban office and should be at their durban office. They took no time to even trace of investigate the matter
1 reviews | Active since Apr 2024
Bad . Traumatizing experience ever
Ive rented with Avis in the past years. But the kind of service given to me today was traumatizing. Im desperate for transport . My insurance company reffered me to them for a courtesy car yesterday. To my suprise I was told after a holding deposit was taken from my account that I have a block due to me owing them from 2019. My query was then can I see that document so I can also do my investigations. The consultant at Rand Airport branch then said will follow up today as it was no more office hours . I received call at 11h30 after I had spoken to my insurance company. . I requested for docs. Was told it was an internal issue. Right after my insurance company gave them a call . I receive documents. That rental was In 2019. And I remember very well that I paid access for the incident because u had taken comprehensive cover.. I need to lialise with the Durban Branch tha assisted me then.. Rand airport Avis staff treated me as a ********. Holding my deposit with explanation that I owe then 21k. I also have the right to investigate on my own and bring proof from the police accident reports and payments I did to the Durban branch. Why was u never contacted by Avis If I had owed them for so many years. Ive never changed my contacts. Home address and ***. No correspondence whatsoever was given to me for this as i stated I paod for all accesses then.. I also need to do my investigations and also submit my proof. Instead ive been denied access to funds taken from my account yesterday for a replacement car from my insurance. Was it asking too much I I ask for invoices and they await my proof. When were they going to say this if I was not sent by my insurance company? 2000 taken with no authorization. No formal summons or any legal documents were sent to me from 2019. The way they handle this situation was bad customer service and I wouldn't refer anyone ever I have proof and supporting documents that i submitted to their durban office and should be at their durban office. They took no time to even trace of investigate the matter
1 reviews | Active since Jun 2023
Deposit refund issues
Good day Avis Rivonia Rental department/ Zivumile I am very disappointed with the service from Avis rental department. I returned the car on time with zero issues and was told all is on other there are no complaints and I will get my deposit back and I just received an sms with my deposit that will be less by R1000 when I ask for the reason I've just been transferred or told to hold or they will call me back they are still checking but no one is giving me an answer as to why I can not be able to get my money back!
1 reviews | Active since Jun 2023
Deposit refund issues
Good day Avis Rivonia Rental department/ Zivumile I am very disappointed with the service from Avis rental department. I returned the car on time with zero issues and was told all is on other there are no complaints and I will get my deposit back and I just received an sms with my deposit that will be less by R1000 when I ask for the reason I've just been transferred or told to hold or they will call me back they are still checking but no one is giving me an answer as to why I can not be able to get my money back!