I generally use another company because I get good corporate rates, but when I needed to travel to Melbourne at short notice due to a family emergency (on a long weekend at the start of school holidays) I just booked what I could get. Big mistake! I booked a car from Melbourne Airport, with a booking time that was the same as my flight arrival time. Despite a delayed flight meaning we didn't get there until more than an hour after the booking time, the car wasn't ready. The two children's car seats hadn't been installed and it was still off-site. We were told to wait outside and the car would be delivered directly to us. In the end, we spent 45 minutes juggling two young children in the rain before the car finally turned up (and only then after I got much more forceful with staff). In fact, the car was ready in less than half an hour, but the staff member who brought it over dropped it about 100m from where we were told to wait then didn't tell other staff it was there. They company blamed a new contractor... At pickup, we asked staff whether we should use our own E-tag for toll roads, but they assured us that we didn't need to as the car would be linked to our credit card and we only paid the price of the toll, with no extra fees. This was a lie. After we returned the car we were invoiced by Linkt, which not only charged us the tolls, but a $3.30 fee for every day we used a toll road. This meant that on many days we paid more in fees than the actual tolls. Looking at the fine-print in the Avis contract reveals this fee, which wasn't disclosed to us. What is also revealed is that Avis gets a $0.99c kickback from Linkt from each of these fees. So they clearly lie to you to get you not to use your own E-tag as it gets them money. Unless I'm absolutely desperate, with no other car available from any other company, I will never use Avis again. The poor customer service was bad enough, but the deceptive conduct and secret fees are just mind-blowing. I only wish I'd checked reviews before making my own booking as none of the above is unusual.

I'm only giving Avis 5 stars because of Ngoc Nguyen, who was fantastic. The rest of the team were extremely disappointing. I got to the Spencer Street office in time to pick up our car, but my mates, who are tourists, got lost on the way and the staff (who were grumpy) informed us they had to close the office, but that our booking and the car would be driven up to the Franklin Street branch. We headed across town to Franklin and it turned out the car had not been driven there. The staff at the counter was rude and snapped that we should have got to the other office on time. We were all pretty unhappy with the attitudes and the incorrect instructions, especially since most of us were new to the city. At this point the customer service was abismal. Ngoc Nguyen really turned the experience around for us. She drove us to our rental car which they had forgotten to bring over and was the first person to apologize with sincerity about all of the fuss. She assured us steps would be taken to ensure it didn't happen again, made us felt at ease with how charming, professional and friendly she was. If we hadn't have met Ngoc, we wouldn't have ever rented from Avis again. I certainly hope management is competent enough to recognise star employees like this who are doing their brand proud, and take a closer look at their customer service representatives who don't actually like working with real people.

Zusatzversicherung angedreht bei Avis 540 Australische Dollar extra!!! leider schlage ich diesen Weg ein, weil ich mir sonst nicht weiter zu helfen weiß. Letzten Sommer waren wir auf Traumreise in Australien. Unseren Mietwagen haben wir im Reisebüro gebucht. All inklusiv von Melbourne nach Sydney. Der Preis war okay ca. 430€. Vor Ort war es nun soweit das Auto abzuholen. Mit meinem Sohn machten wir uns auf dem zur Station im Centrum. Dort dauerte es relativ lang das gebuchte Fzg. bereit zu stellen. Alle moglichen Gespräche über Australien /Europa Fussball etc. haben wir geführt. Zusatzversicherungen haben wir verbal ausgeschlossen, da ja wie erwähnt all inclusiv gebucht war. Am Ende zur Übergabe unterschrieb ich am Tablet 5x und konzentrierte mich auf Standplatz weitere Schäden und auch auf den kommenden Rechtsverkehr. Auf der Rechnung erkannte ich zwar aufgeführte Kosten, dachte dabei aber an die Gesamtabrechnung, die ich ja bereits vor Monaten an Dertour bezahlt hatte. Nach meiner Ansicht nach handelt es sich dabei um eine fiese Masche der Mitarbeiter vor Ort, die höchst wahrscheinlich dafür Provision kassieren. Ich Wünsche mir die Rückerstattung des Beitrages, immerhin 330€ und allen weiteren Mietern aufzupassen. Wobei das habe ich auch, dachte ich. MfG ThomasH

+Good location +friendly and helpful staff at the counter +good rates and high quality, clean cars -phone number goes to automated machine, difficult/annoying to navigate the menu if you need to make any changes, and it seems to go through a central customer service. The girl who answered was probably new, didn’t know what was going on and she was pretty irritated that I called to say I was running a few minutes late to pick up the car. -when returning, there is a return bay section but directions (printed on the wall) do not indicate to park the car in a specific spot. Typically at other agencies, such as Europcar, the car is left in a return area and an attendant will inspect and move the car as needed. At Avis, the guy was upset that I did not put the car in a specific parking spot... and he let me know it. -their data systems are not very good. Upon reserving the car, I entered my contact information online. When I called to let know that I would be a few minutes late they had my reservation but no contact information. Then when I arrived at the counter, they again asked for my phone number and email because they did not have it on file. Hopefully now that it’s been given 3x in 3 different ways they will have it :P

The vehicle I received at the Melbourne airport on May 8 and the interaction I had with the Avis staff were up to my expectation . However, the GPS given to me had a faulty charging chord, which I realised when a "battery low" message was displayed followed by the screen going blank. Thereafter, I had to stop frequently for directions (a hazardous proposition on the highway) and sometimes retrace my steps. Consequently the journey which should have taken 1 hr. 40 mins. was completed in four hours. Since the next two days were weekend, no Avis operative could be contacted on the emergency numbers give. It was only on the fourth day that I could contact an Avis dealer in Rosebud who replaced the GPS. While returning the car I asked for refund of three days rent for the GPS. Since the normal rent of a GPS is $11 per day I had expected a deduction of $33. However, I was given a relief of only $14 with an explanation that did not make sense . I have given this feedback to Avis but received no reply, despite a reminder.

We were on our way to the airport to catch a flight and on the dash the tyre pressure warning light came on. So we pulled over to the nearest service station and as expected the L/F tyre was flat ,we called Avis and they said our road side assistance wont be there until the next 40 minutes or so. I told them about our situation that we have to check in soon and they were absolutely no help to us or even bothered suggesting any sort of solution to help us get back on the road. We waited long enough for their reply and they came back up with nothing so we had to change the tyre ourselves and get to the airport as soon as possible and we paid extra for insurance for any damage or breakdowns. We told the situation to the person at the avis center at the airport and he just said "sign the form and go" in quite a rude manner. No customer service or any sort of help from Avis, Very disappointed in their service.

The staff's behaviour was inappropriate as she talked to me very rudely (the Asian Lady). We were asked to pay for the bond, and their system wasn't working properly for some reason, and they couldn't take the money. Then she accused me of having the wrong visa card (I had to show her my purchases for the same day through my mobile app), and I even offered her to pay cash for the bond, which she didn't accept. After waiting 30 mins, I asked her if there was any way we could resolve the problem, and she said there was no way. When I mentioned that we were already charged for our booking, she said it was not in her concern and there was nothing she could do for us. Later on, she informed us our visa card was Ok!! She didn't even say sorry for putting us under enormous pressure.

Haben einen SUV schon vor Monaten vorbestellt. Alles war bezahlt und vor der Reise organisiert. Wir haben schon oft Mietwagen ausgeliehen, aber so einen Service wie hier noch nicht erlebt. Wartezeiten unterirdisch. Ich glaube Volkswagen baut in der Zeit ein Auto in der hier ein Mietwagen ausgegeben wird. Der reserviere Wagen war nicht vor Ort. Es wurden nur Autos ausgegeben, die zufällig zurück kamen. Wir hatten "Glück" dass gerade ein SUV abgegeben wurde. Der wurde dann schnell gewaschen und wir durften selbst kontrollieren ob er Schäden hat. Unterstützung gab es keine. Das Auto selbst ist vollkommen ok, die Station sollte man nach unserer Erfahrung heute aber besser meiden. Es gibt ja noch andere Filialen in Melbourne.

Their website is just not working. I tried to change my reservation online but a error message appears every time so I rang the customer service to change my pick up time from 13:00 to 9:00am. When I showed up at the office, they explained the change was never made in their system by customers services so the car was just not ready and their is nothing to do about it. I just had to wait, did a late check out at the hotel and arrived at destination late in the evening. Not the best experience with 3 kids with me on the road. At 400$ for 1 day rental I must admit I expected more professionalism. By a stange coincidence, I did not receive their post-rental online survey this time.

Rented a Holden Colorado from 15 - 19 June 2017. Satisfied with the car, especially its stability while driving along long winding roads. The only thing is that the engine is not as refined as that of Japanese cars. We picked up the car at Melbourne Tullamarine airport, and dropped it at Franklin Street. The duty manager Riccardo T was helpful in directing us to the nearest petrol station when we forgot to top up the fuel at the point of return. He also gave helpful directions on how we could walk back to our hotel on A'Beckett Street. The whole process of renting from Avis was fuss free. Will go for Avis for my next drive holiday!

I've never been so disappointed with a car company as this time. We rented a car in December and found a scratch we had not done (see picture). Nonetheless, we decided to inform the staff about it and the staff member told us it was a pity we informed as they would have not probably noticed it. To my surprise the repairs have been nearly 1000 AUD for such a tiny scratch including front and back door when the scratch is only in the back!. What a way to benefit from this, so just watch out. I tend to go with Europcar and I've never had issues. First time with Avis and what a surprise.

Made a booking for 4:00pm pick up on a public holiday. Rang Avis customer line to confirm what time they were open until, they said 6:00pm. Arrive at 4:05pm to find the office closed at 4:00pm. Had to get a $50 taxi to Melbourne airport to hire car from there, only to be charged an extra $50 by Avis because I was picking up from the airport, not the cbd. Despite them acknowledging that the system shouldn't have allowed me to make the booking at 4:00pm, given the office was closing at that time, they still charged me the higher rate. Legendary. Thanks Avis.

Thank you so much Anthony for being the epitome of poor customer service. Your passive aggressive attitude was topped only by your unwillingness to assist. They wanted an extra $400 bond because I was paying by debit card. I had some money to freeze on my credit card but being 5 p.m. on a Friday could not transfer the full amount for the rental. Refused to take payment on my debit card and take the credit card as a bond. Would rather lose the customer. And this was not mentioned in the booking confirmation smart arse

That was not cool! I got a warning ⚠️ that three out of four tires have too little pressure, just a few hours after having left the garage. After putting more air into the tires, I got the same warning again and again and again. Unfortunately the iPhone also did not properly connect to the car: that was dangerous, as I had to reconnect the iPhone while driving. That was tricky. Finally I got the car replaced, but the service was not very welcoming. Please improve next time.

I had a good experience renting at Avis car rental. Quick and receptive staff service, as well as a clean and well-maintained car. No problems at all during renting and returning the car. I needed a car quickly during peak season and Avis still have plenty of cars to choose from. Make sure you fill up the car with petrol before returning, since you will be charged over 2 times the market fuel price if you don't.

Staff were extremely helpful and very chatty. We had rented a Prado (or similar) but they didn't have a Prado avalible but had other vehicles within the same category, and proceeded to contact multiple other branches to get us a Prado in the end out of their own kindness. They went the extra mile in terms of their customer service, and would definitely recommend the next time we need a car rental in Melbourne.

WORSSTTTTTTT CAR RENTAL!!! IF YOU ARE COMPARING OTHERS AND AVIS, PLEASE GO TO OTHERS. Avis is fraud, they charge you for things and they dont even tell you. They took 300$ off my account and are now giving absurd reasons!!!! If companies like these exist you are going to be exploited financially in your most vulnerable times! SPREAD THIS AS MUCH AS YOU CAN TO SAVE PEOPLE'S VALUABLE MONEY AND TIME!

Lady by the name Snez has ruined our day. One of the most unpleasant experiences encountered my whole life. Unprofessional, rude, lazy to do her job. I can not believe that Avis would be promoting and supporting such a bad customer service. I hope to never come across anyone like this again. Certainly I will never be using Avis in the near future (even though I was a loyal Avis customer).

Pathetic service. Would never use them. Phone staff just like to fob you off rather than get business if its near closing time. Strongly suggest you review your staff and customer service! A middle aged woman with a slight accent was rude, interrupting, disinterested and HUNG UP when I asked for her name or to speak with someone else. Is this a joke?

Very bad car rental experience. They take my deposit and I return car with full tank without damage. They don’t want to refund my deposit. Let me contact my bank by myself. And I asked my bank they told me only merchant can cancel the transaction. Remember when you return the car ask them to refund you now rather than waiting for a couple of weeks.

My reservation was on Saturday 12:00pm the booking was fully paid, I came at the office at 12:02pm the door was locked but there was a lady staff inside with another customer. She didn't say anything but just waved her hand that the office was closed. Didn't try to help or suggest anything but leave the customer outside. What a poor serivce!

Lest genau, was ihr unterschreibt!! Trotz meiner Intervention, keine weitere Versicherung abzuschließen, wurde eine Versicherung angekreuzt: 460 AUD unnötige Zusatzkosten! Die nutzen die Unkenntnis und evtl. nicht perfektes Englisch aus, um ihre Versicherungsprovision zu kassieren. Keine Reaktion auf E-Mails.

The staff there don't like Asian people very much, Especially has no patience to second language English speakers. The manager with black Frame glasses is obviously very racist. Enjoys his verbal abuse Asian people. If my English is good enough I would lodge a complaint to related departments.

Very bad customer service, we came to check availability and the lady at the reception was very rude and snobby, acting as if we were ignorant when we asked questions; total lack of politeness and consideration for potential customers Moreover, the rate was 100 $ more expensive than redspot.

Even though Avis preferred pickup was not ready on arrival, the store staff were very reasonable and fixed mistakes the online reservations team had made. Be aware: This Avis won’t accept after hours returns. Avoid returning on a Sunday if possible–you cannot return after midday.

Incredibly rude and unhelpful staff. Unbelievably poor customer service and absoluty no responsibility taken for their stuff up. There are much more affordable car rental places available, where the staff don't seem to loathe all of humanity. Strongly advise renting elsewhere.

Rented a car a couple of times from this location. No hassle, and the staff have been quite helpful, particularly Anthony. Arrived early before their opening time, and they attended to me even though they weren’t obligated to. This sort of customer service is appreciated.

Ci hanno messo moltissimo a trovare l'auto disponibile. Nessuno ti accompagna alla tua auto, devi trovarla da solo. Nella nostra si era accomodato un signore per sbaglio, che stava per partire. Nessuno sapeva dirci chi avrebbe dovuto darci il controller del wifi.

Have been dealing with Avis on Franklin for over 4 months and they are great, each time the staff has been quick and efficient and never a long wait to get a vehicle. The staff have even been kind enough to let me swap out to my preferred car of similar class.

Thank you to Jason and Ahnaz (Duty Manager) at Avis for helping us out this morning - our travel company booking had failed. But with a couple of phone calls the Avis team sorted us out and we were on our way. No hassle. Great service. Thanks.

Fast and efficient. I was served by Emma who was friendly and professional. The car was better than I had booked and in great condition. The price was reasonable. I couldn't be happier with the experience of using AVIS on Franklin Street..

Poorest customer service. Left my sunglasses in car when i returned it and when I called back it was gone. They make profit from people's lost property and no one is responsible and no one is welling to put effort to look for it.

Walked in wanting a small car to do a day trip. Was helped out with an option and a price I thought was reasonable. Had everything explained which was easy to understand. Car was clean and went really well. Drop off was easy.

I use Avis often because of a corporate contract. The service is mixed, but often takes a long time to be served, especially during peak times. Never had an issue with a car nor with insurance (I have never claimed).

Professional and efficient staff. Clean premises. Smart use of technology. Car category received as reserved. Clean vehicle. Easy access and departure from facility. Good value for money. Easy return. Quality car.

Awful customer service, nightmarish car return situation, misleading information when extending rental period if you're lucky enough to have an actual human answer the phone. The car was great, thanks Holden.

Horrible operations. Avis changed the fare after we returned our car without consent - that's a no-go. However, the supervisor in charge cleared the mishap after a longer discussion - fortunately.

Bei der Rückgabe gab es eine kurze Diskussion wegen ein paar Minuten, weil wir das Fahrzeug in Adelaide etwas früher übernommen haben. Zeitverschiebung war dann die Lösung. Sonst sehr freundlich.

The best place to rent a car, could not be happier with the service we received. Very friendly staff and extremely helpful. Made renting a car so easy. Will only use Avis from now on

They wont answer their phones it switches to Res . I ask Res about after hours drop off they have to ring Depot and they still wont answer the phone. 0 stars as 0 customer service.

Polite, helpful staff who took time to explain the rental and showed me around the car. Didn't feel rushed despite the number of people waiting. Good location in the city.

Impossible to change plans once you have the car. Wanted to drop off at a different location and spent over 30mins on the phone to a rude person and never got a result.

They charge 5$ per litr if you return car not fullits 3 triple price. Like a robbery ! Also do not allow leave any luggage for an hour or two :( disappointed. …

Refused to take booking, with valid company code. 15 mins from closing. Have had great service in the past. But this guy just wanted to go home. Very unsatisfactory

Amazing service. After a mix up in Adelaide, they helped us get a great rate on the relocation of the car. So professional and efficient and great customer service

I had good friendly service from the manager during the busy pick up and not too long a wait. Car was clean and immaculate. And a hassle free drop off at the end.

The worst car rental experience ever. I have rented many car rentals but this branch is the worst. Many confusing charges and unexpected price. DO NOT USE AVIS.

Nice location, good service. We rented the KIA Carnival, the condition of the car is great. Limited parking space, need to reserve your car rental earlier.

Excellent service with extremely helpful attentive and empathetic support provided by Curtis. Also very good quality car CV provided as part of the rental

Very helpful staff when we found our car could not fit all our luggage in they changed car immediately with no fuss. great service so well done chaps!

Friendly staff, central location, clean cars. Just remember to fill up before you return the car or expect to pay $4 a litre for them to do so …

Easiest and friendliest car rental in years. I’m Presidents Circle with Hertz and first time with Avis was better than the service I get with Hertz!

Happy to take your money and overcharge you then ignore your emails and calls. Go elsewhere if you want anything that resembles customer service.

Staff are friendly and helpful. One of them being so considerate and let us in before opening time because we were freezing standing outside.

Good service. Car was in good condition. I left my personal device in the car and the staff helped to find it. Manager was super helpful.

The service was really good. I found my final price didn't really reflect what i was quoted online though. I ended up paying much more.

Terrible customer service on the phone, employee had no idea what he was doing. Didn't even know what Tullamarine airport was! Avoid!

Avis is goid for hiring cars but this depot is very very busy. Go early or expect a long wait to collect your car.

One start because of x4 fares during Melbourne Motor Event. That's not how you should treat your customers.

Went here after europcar didn't keep our reservation. Got a car in 2 mins and cheaper. So thankful!

Wonderful customer service, made the whole process nice and easy as well as great prices.

Did not contact us about not being open the 28th so we could not pickup our car...

Good location. Everything was correct and the staff is very polite and helful

Staff were helpful and willing to assist when the booking was messed up

Very disorganized, I waited for almost an hour. Do not rent a car here

Professional and easy to deal with. Frustrating rules for under 25's.

Very friendly staff. Pick up and drop off was quick and painless.

Professional and reliable. Good advices and services rendered.

Waited over an hour just to do the paperwork for the hire car

Walked in and booked a car for that day. Very easy and quick.

Great service. Great recommendation for my trip! Good service

Friendly and helpful staff. A good selection of vehicles.

Good service, nice people and very easy to deal with.

Never disappointed reaching out for car here.

เช่ารถเล็ก ได้รถใหญ่ แพงไปหน่อยแต่ก็พอไหว

Don't expect to get the car you ordered.

Good service and the cars were great

2 staff for 8 kiosks, long wait gg

Love the rental experience here

So many hidden fees and charges

Techno park drive williamstown

Good price and good employees

Efficient and friendly staff

the worst service ever seen

한국 면허증, 국제 면허증 꼭 둘 다 챙겨오세요.

Not clear about charges

Alles goed geregeld..

One star is to much

Really good service

OFTEN CLOSED EARLY

Très bonne agence.

Dont work here

Friendly staff

Great service

Car rental

Very good

Good