Airport Van Rental - Los Angeles

Elizabeth Tircuit

Positive: Alicia who assisted us on day of pickup was professional and friendly. Van rental was what we needed, clean and ran well. Negative: when I rented the vehicle online, it mentioned that they offered unlimited miles. When I signed the contract, the mileage information was very small print. Alicia did not go over the fact that I would not be getting unlimited miles for this vehicle. I believe it’s important that she should have emphasized that and that did not happen. Ultimately I signed the contract, but she had a responsibility to point that out so I get no surprises. For what I paid I could have gone to an National car rental brand and received unlimited miles. IF I ever rent a vehicle from this company again, I will make sure to ask the question about the miles or only use them when I am getting around locally.

Jacky He

I picked up my vehicle on May 3rd, it was a one way rental to Los Angeles. On the third day of my road trip, the chairs in the back started creaking and collapsing to the ground every time we hit a speed bump. The vehicle is abnormally high for accessibility elderly passengers and when I complained to AVR San Francisco they told me I would be able to exchange for a newer vehicle in Los Angeles. When I arrived in Los Angeles, the lady, Anna, gave me insanely bad attitude and proceeded to mumble curses under her breath about chinese people thinking I wouldn’t understand. I was being respectful the whole time asking her to exchange the vehicle and she proceeded to say I was the one who broke the chair and damaged the vehicle, she could accuse me of that and it’s okay because I have videos that is timestamped of the how the vehicle condition was upon picking up the vehicle. I have forwarded pictures below of how she pushed one of the passengers out of the vehicle while inspecting and caused her to start bleeding from her whole face. It is utterly ridiculous how the workers can treat elderly passengers thinking they can get away with it because we are Chinese and can’t “speak” english as she kept on saying. Below are the attached pictures of how high the vehicle is and how my friend looks after she shoved her out the vehicle. Update 5/12: AVR Los Angeles Manager Alicia was able to speak to me on the phone about this incident. We were informed that AVR San Francisco bluntly lied to our face about a "policy" that didn't allow Transits for one way rentals when we requested at the counter. Our experience with AVR overall has been truly disappointing but at the end of the day Alicia was able to swap out our old van for a transit for the final 3-4 days of our vacation. I truly hope in the future that AVR has better policies in place for its employees to understand their customers needs. I will post an update again once Alicia is able to provide me with the compensation details for the first 6 days of our rental with the old cargo van. It is pretty ridiculous to give customer's fake policies and on top of that not even notifying other locations about a car swap when they told us clearly they would. Update 5/25 AVR Los Angeles Manager Alicia has stopped responding to me and Marcus, another manager supposedly has not answered a single one of my emails. Do NOT trust this company as they will try to claim and make things right when something goes wrong but will stop replying to you a week after. I will be filing a charge with my credit card company via travel protection and insurance. Stay AWAY from AVR if you want you and your family to have a enjoyable trip.

Heather Mahaffey

My experience was great. The van pick up & drop off was easy. The person that helped us was very nice & had great customer service. I believe her name was Alicia. She was fast & to that point. Knew her job very well & had a nice personality. Nice customer service goes a long way! I would use this rental again & suggest it to my friends.

Taluai Limaila

My wife and I really needed a reliable vehicle for an affordable price, AND on short notice. Just wanna say….. General Manager Alicia was AWESOME!! She was very professional, kind, and didn’t waste any of hers or our time. Traveling can be stressful but she really made our experience pleasant and smooth and we are extremely grateful. Picking up and returning our van was super easy. She also explained how to catch the shuttle- which was great because we had no issues with time. Within less than an hour we went from the plane to our van and on our way to enjoy family time! Oh and lastly, the van was in GREAT condition! Very clean and well maintained so thank you to everyone who had a hand in that as well! We appreciate your service and will definitely be renting from AVR again soon!