PLEASE READ! I booked with AVR initially because their prices were unmatched. However, when I read some of the reviews I panicked due to the high volume of low ratings. I also noticed that in some of the reviews the GM, Tammi, responded to the complaints and provided her email address for better communication. I reached out to Tammi via email and expressed my concerns. She replied immediately and assured me that I was in good hands if I decided I wanted to keep my reservation. So I gave her a chance. The van was great and the process was simple. I am here to report as an honest customer that I had zero issues. When I go back to the Bay area and need a big 12 passenger fan (big family), Ill email Tammi and let her know. Driving through those hills was an added bonus! :-)

First time to rent a van to this place. Very good service and helpful stuff.

AVR is my go to company when Im renting vans. Their customer is always warm and welcoming and their vans are always top notch! Thank you for the great service!

Great experience everything was very fast and easy at a great price. We rented a 15 van passenger van it gave us zero problems. The young lady who helped us was so helpful. Definitely would return for our next adventure. Thank you Avr rental services

Well I had a problem… Tammy actually called me over the weekend and made good on everything!!! Not everything can go perfect but when you have a problem, it’s nice to see that someone took ownership of the issue and satisfied me completely! Thanks Tammy. I certainly would recommend them!BILL UNDERKOFFLER

Jessica from AVR really helped me out so much. I needed to swap my vehicle and she did all she could to get me the best vehicle possible. Thanks Jess!

Overall the service was 9/10, the price was EXCELLENT, and the van was clean.We flew in from Dallas. They have regular pickups from the airport and their shuttle arrived at the time they said it would. Once we arrived it took about 30 minutes to get our van ready. I took a walk to the sandwich shop around the corner and then received a call when my van was ready.The van was clean with no stains or smells, and it felt tight and strong, even loaded up with 10 people and all of our luggage. The gas mileage loaded up wasnt too bad either.At the end of our trip we dropped the van off, loaded into the shuttle and were taken back to the airport with plenty of time to catch our flight.If you want concierge level service youre not going to get it at this price level, but for what we did pay my expectations were definitely exceeded.

We asked for Ford Transit but they gave us The GMC Savana van. There were Ford Transit vans parked in parking lot but they said those are reserved for corporate customers. The GMC van ran okay but was OLD, it had 90,000 miles on it. Seat covers are torn and car smelled BAD. Not comfortable ride for passengers. No Bluetooth connectivity. Legroom between 2nd, 3rd and 4th row is narrow. It is bench style seats so your neck is not supported. It was not comfortable ride. They dont refill the gas meaning you get whatever previous customer returned it with. Customer service at counter was just okay. I would not rent again from AVR.

I was a little nervous, not having used this company before. I found extra effort by the staff to be clear what my obligations were and what I could expect from them. The equipment was great, and suited our purpose well. They share a building, so again, I was a little nervous. I had some time to observe conversations with others and I though the staff did a great job. I made sure the van was clean before returning and there were no surprises by either party. I thought it was a great value for a people mover.

We rented a 12 Passenger Van over spring break for our 6 person family because we had two children in child seats with us and two men over 6 feet tall and they had received such great reviews. I spoke with an agent before renting and she was so pleasant. She assured me this was the right vehicle for our needs. We were very excited to use this company but it turned out to be quite disappointing. The service at the SFO was so slow the day we picked up. The agent on duty was quite frustrated because the 2 regular Saturday employees, another agent and the person in charge of the rental vehicles, called in sick. She was openly verbal in her frustration that this was not her normal work day and seemed perturbed at these other employees. This agent had her work cut out for her also because she was unable to meet several of the reservations contracts. It took is almost 2 hours to receive our rental so we were late picking up my daughter and her family at the airport. They had to wait with two little ones for almost an hour. There were only 4 renters in the office that day including us. AVR did not have the vehicles reserved for 2 of the renters before us, so I became concerned right away. They were very unhappy and it took quite a while to get them serviced. Then we were up. They didnt have our vehicle either. Like the 1 gentlemen before us, who had rented a mini-van, they offered us a 15 passenger instead for the same price. He was not happy and made the process difficult for the agent. She was very pleasant with us though. She got us processed with the alternate van and we thought we were on our way. We then waited and waited for them to wash it and bring it up to us. The same desk agent ended up driving it to the front to us. You may think that getting a 15 passenger instead of a 12 passenger is a great deal. Not if you needed the extra seating room. The 12 and 15 passenger vans are the same length so adding 3 extra seats made this van extremely cramped. My husband and I had planned on sharing the driving over our vacation but that was not possible because he and my son-in-law had to sit in the front seats due to their height. I have a back condition and was forced to sit in the back seat which was so uncomfortable I was miserable by the end of the week. Not to mention, I get terrible motion sickness if I am not seated in the front so it was a rough trip for me. My grandsons also became very ill several times due to the cramped space and movement. There was a lot of crying. My daughter and I had to take turns cramming ourselves into the 3rd row because we had to split the children into different rows due to the minimal space between the rows. We had planned on putting them side by side for safety and convenience but that was not possible. We had several fun excursions on our agenda that week but curbed them to give ourselves a break from the van. We returned the van early on the day it was due but were unable to speak to anyone because there was only 1 person on staff and she was occupied. She instructed us to leave the keys on the desk so we did. Like I said, we were all very disappointed. I had hoped we had found a good rental agency since we like to vacation together but we will have to make other arrangements next time.

Great guys. They treated us well and helped us last minute

I picked up a 12 seats van at AVR for moving my sisterstuff couple days ago. The lady who checked me out, her name is Jennifer, and she was so nice to me when she knew I need big van for moving. She did offer me a cargo van with the same price. The service was fast and her accommodation helped us alot. I will come back this place next time when i need a van, and I would recommend for anyone.

The van rental was quick and easy online and the service provided at the pick up location was great.

Great prices and super friendly staff!!

Absolute WORST car/van rental experience of my life. We waited for HOURS for the van. They took the van in and out of the shop multiple times, apparently changing the tires. When they finally said the van was ready, the manager didnt bat an eye or acknowledge that we were waiting so long, let alone apologize. She simply stated youre going to see a tire pressure light since he just changed the tires. We made this booking weeks ago.... how are you just changing the tires after our arrival to pick up the van? DO NOT WASTE YOUR TIME WITH THIS PLACE. Extremely poor communication, horrendous service, and awful management. Wish I could give negative stars.

I wish I could give them 0 stars. Be careful when you rent from them. I can list these things from our experience:1. They said the cars come with only 375 miles per day, not unlimited. They dont even bother showing you the policy with that statement nor tell you when you reserve the vehicle.2. Forget about cleanliness and maintenance. Our Nissan Quest van was stinking so bad and there were stains all over the seats.3. They mislead you with insurance and force you buy their CDW coverage (about $26/day). Instead of saying liability insurance is a legal requirement to drive the rental vehicle, they said the CDW is what you show to the officer if we get into an accident. Even if we had personal liability insurance covering rental vehicles + Amex Platinum for primary CDW coverage, we were forced to buy CDW.4. Next biggest scam is their closing time. They close at 6:00pm and if you arrive bit later, you can park the car on the street and drop off the keys in their dropbox. Next day youll see an extra charge on your card for extra day, because theyll charge you for dropping off after hours.It was such a terrible experience renting a vehicle from them. Would definitely recommend everyone to stay away from them.

Bad service. After I payed online they asked me to pay extra 20 USD per day for full insurance because of my driving license is international not from USA

The most AWFUL car/van rental experience. We made the reservation several weeks ago, and when we arrived, we were told to wait because they were just getting the van ready. We ended up waiting for over 3 hours while they took the van in and out of the shop, working on the engine and changing tires! How was this not taken care of before our arrival? When the van was finally ready, the manager did not apologize and started rudely explaining that there may be warning lights on the dashboard because the tires were just changed. How is this even allowed? Dont they have rules/regulations about only renting out SAFE cars/vans? We ended up cancelling our reservation in the end and decided to go with a different company. DONT WASTE YOUR TIME HERE.

DO NOT RENT THIS VAN!! I had a terrible experience with my family in the van that i had rented out!! FIrst of all they do not provide the van they promise and the ones that is given is in terrible terrible condition with bad steering , breaks and not even a USB port to charge your phone. The seats of the van especially for the ones sitting at the back side is terrible and is shaky all the time. Added to this the seat belt indicator and alarm runs all the time dispite putting ni the belt and was annoying through out!!I picked up the van at 8.30pm on the day of pick and called them back the next day morning itself as soon as we started driving the vehicle and noticed the issues. I called around 5 times the whole day but they did not have the courtesey to even call us back. Night at around 7 we called in again requested replacement, they said they will need time to arrage vehicle adn will call back as soon as they have one but NOBODY called back! THey have totally carefree attitude and are extremely rude when we mention the problems that we have had. Eventually i felt its not safe to drive that around and returned it the next day morning itself!!!! I requested for another vehicle they said they dont have anyhting and they charged my the whole amount even after returning!I was stranded on the road with two families with me ( including two small kids) .. They changed even for the car seat despite returning it in the morning!TRUST ME! DO NOT RENT FROM HERE if you are planning to save a few dollars compared to the far better service offered by others!! U will end up loosing hundreds of dollars and end up having an ancient vehicle which is not at all safe!!!!They have literally ruined my vacation! It was the worst rental experience ever and people attending this do not have the basic courtesy to return the calls nor listen to the problems that is associated with the vehicle they are having!!!! Only if i had a way of giving 0 rating for this rental service!!

We’ve rented many cars in the past and never had such a poor experience. After waiting for a long time at the airport for the shuttle service we were taken to the car rental building where no one seemed to give us any direction or help with our car. We ended up waiting over 3 hours all while the staff kept telling us that they are “working” on our car. When we looked over to the garage we saw they had lifted our car and were exchanging our tires. All while this was happening they were serving other customers. At the end of the day we left disappointed because somehow our tires were flat and no one seemed to apologize or help with prior situation. Definitely do not waste your time at this place.

Nice Vans good people

Worst experience I’ve ever had with a rental company. Rented a van ahead of time and then flew from Texas. Upon arriving to SFO, I traveled to the rental section of the airport to discover no shuttle waiting. The phone that was there ,which was meant to call for the shuttle to AVR if none was present, only returned a dead line tone when dialing the number. For the next hour I was stranded at the airport while I tried to call AVR directly via my cell phone. Finally I reached an employee at another branch who informed me that the branch I was attempting to rent from had overbooked. Then I paid over 100 dollars to uber to my desired location and rented a car from Enterprise.

Convenient place workers were pretty cool I was in and out in a hurry fast and easy

If I could rate them zero stars I would. My wife reserved a van a week in advance. Got to the shuttle bus location and the dedicated phone to call for the shuttle was broken. Tried and tried to call AVR and couldn’t get anyone on the line. 40 minutes later we finally got hold of someone. We then were told they had no vehicle for us. They had overbooked. They gave us no options, just told us there was nothing they could do. Worse car rental company in the world.

Van smelled like strong cleaning chemicals. Steering wheel was very loose. Tires were old and unsafe. The van shook and squeaked a lot. Overall very disappointing & scary experience. Would not reccommend.

We rented a van here. The customer service was great! The van was clean. The vans maintenance deserved 1 star. Im a manager at a fair sized tire/mechanic shop and I was disappointed with this van. The alignment was off the steering wheel want even straight, the steering was way too loose I diagnosed it with a for a steering gear box. The van had some of the cheapest tires on it that are out there and for that reason it shook very bad at highway speeds and had an rough ride cause of that. Which by the way YOU GET WHAT YOU PAY FOR WHEN YOU BY TIRES IN WEAR AND RIDE COMFORT AND SAFETY ❗❗❗

UPDATE: Tammi at Airport van rental of San Francisco provided excellent service, fully correcting the problem which originally caused me to leave a 1 star review.

The woman we met with today 7/2/20 notified us we were an hour late and she gave away our car. Upon our surprise considering people are frequently late due to flight delays we asked if there was another vehicle we could use. She dismissed us and said to call Priceline, who in return told us this was an error of this rental place and had nothing to do with Priceline. We saw many vans in the lot and requested again for any possible help considering there was zero notification before giving our van away, or any fine print that would even allow us to be warned that might happen. She told us that the fact she gave away our car and had nothing to offer us wasn’t her problem and she doesn’t get paid overtime and was leaving. She also explained that she didn’t have to give us any warning and as a small business they don’t call or email anyone when they change itineraries. As someone who worked in customer service for years I can honestly say I have never encountered someone so unhelpful and abrasive in my life. The place closes at 4pm and she walked out on us and locked the place up at 3:30 leaving us on the sidewalk with nothing. To the owner of this establishment- I hope you seriously reconsider the people you hire. I also strongly encourage you to dock your employees the thirty minutes of pay they walked out early on while leaving my partner and I on the sidewalk with no vehicle.During these stressful times the last thing an establishment needs is unhelpful and lazy employees. I know many people are actively looking for jobs and would gladly take this position seriously.0/10 do not recommend booking.

Will never rent from this place again. the manager is never in the building and most of the time there is only one person at the front desk. I hope this place goes bankrupt or they close this branch soon. Very unprofessional and vehicles are old and beat up just like the employees starting from the manager Tammie. They have rip me off twice now. Karma will get them.

I wish I could give zero or even negative star to this place. By far the worst rental experience Ive ever had. Please do yourself a favor and do not rent from this place. They did not have the car that I had booked and I even called the actual facility weeks in advance to confirm. Also, the staff is extremely rude and do not care about providing customer service. They find various ways to charge extra fees. They demanded my insurance policy number and when I provided a picture of my insurance card, they still found a ridiculous reason to not accept it. They just simply want you to buy their insurance and pay the high extra fee. I had no choice and had to pay but never again. I strongly encourage everyone to avoid this company. It may seem like their price is lower than other big companies, but youll end up paying much more and leave feeling very angry and frustrated.

Actually a very bad experience. We were scheduled to pick up a van at 9am. By 12pm they had taken off and replaced the wheels on our van twice as well as did engine work. Yes. You heard right. They literally were taking apart the van right in front of our eyes multiple times in the time we were waiting. Finally after 12pm they brought us the van but said to ignore the dashboard warning lights. We cancelled. It was ridiculous. Don’t go here if you plan on staying on schedule and more importantly if you value your safety.Oh and also... not ONE apology. I hope they get their act together or some accrediting agency takes them out of business.

All my problems started when I went to return. No one was available at the front desk, doors were locked and the telephone number written outside by the door was not a working number. I walked to the back of the building where someone was cleaning vans and he said, my boss told me if anyone came in that they could leave the keys with me, otherwise it will be 30 min before they get back. I did not have time to wait unfortunately and given that I had returned exactly at my return time I decided to leave the keys. When my card was charged, I had extra fees that I did not expect. I have tried calling the number on my receipt many times and left messages each time, but no one ever answers and no one calls me back. Terrible experience, I would not recommend this company.

I have been in the US since 1993. Worse rental experience ever. They stopped their shuttle service from SFO Airport. There is no notification. The office on 280 Malcolm is so shabby. The lady at the desk was rude and impolite. Terrible customer service.

Dan, the only employee to be seen anywhere showed up 13 minutes late. Could not reach customer service on any phone number. Terrible. Unprofessional. This will be the last time that I rent from AVR. The cheap price is the only positive part of this business. Vans were dirty. They earned their 1 star. Not happy. Epic fail.

Renting with AVR was smooth. Called me to confirm my rental and the van was nice and comfortable. Unfortunately the van was very dirty and when we requested for a was, they refused saying they didnt have time and had been previously washed a few days before. My dad had to clean the front window of the van so it could be visible. Also, we asked if we could turn in the van after hours. We were told we could but had to wait until the end of us signing papers for the instructions and so we were never told how to return it after hours. We had to figure it out ourselves when we came back to returning it. Aside from those two things while dealing with them inside the office, they have decent customer service and answer all your questions and they are polite and professional.

Worst experience with this company.I don’t recommend them at all.Arrive with only 1 person at the front desk.Make sure you review the cars/van before you drive off. The car has so many dings and scratches and you could be asked to pay for it if you did not check it when you return it.Rent directly from Enterprise, Avis or other bigger companies. Charges came out the same renting from them and their service is horrible.Might as well go for the more known company.They are not 24x7, so if you return the car before they open, you have to park it someplace and pay extra $25 for the other company to take you to the airport.Cheap on the internet but ends up more expensive compared to companies like Enterprise and Avis. Stay away!!!

I came into town with my family. There were 7 of us. Due to the virus we had no shuttle from the airport, half of us had to take a Lyft that almost killed us three times on the way there... when we got to AVR, they were very kind, the woman was very friendly, but after we got the van it started giving us problems... after getting gas, the doors wouldn’t open with the fob, and it wouldn’t start right away, the keys did not work half the time, leaving us stranded in the heat numerous times, with no phone number to get through... now I’m back home and I still have yet to recieve my deposit, and the van was clean and had three times more gas then the eighth of a tank I received at pickup, barely making it to the gas station after I picked it up.(and they were closing at the time, so no person would be there to help us) very disappointed mom/customer.

Good, easy, convenient and reliable transport to/from the airport. Got a minivan for the price of a rental car! Recommended. Just make sure you do a careful photo walk around when renting, of course.

Simple easy and super helpful the whole way through! The car was great and the price was fair. Thanks for your help AVR!

There are a lot of bad reviews but I have used this company twice and our experience was very good. The first time a few years ago was a slow check in but everything was otherwise perfect. This time we were upgraded to a premium 15 passenger van w more head room and the van had 15 miles on it. Only took ten minutes to get in and out with our van. Will always use and I have no affiliation with the company

Might be one of the worst car rental company everThey kept us in their offices for more than 2 hours because we needed to show them some proof of insurance (which is fine). After some time, we decided to take the cheapest insurance and to bring them the proof of insurance and they told us that the insurance would be refunded in the next 2 days.It has been over a month now and still no news i tried contacting them i sent e-mails to them directly and even to the customer service email address and no answersHonestly do not rent thereWorst experience ever

Save your money!! Ive seen a mix of reviews on here either 1 star or 5 start but dont take the risk! We had horrible customer service through this place. They charged us extra fees we had never seen before in California and it was ridiculous! When we booked there was no mention of this and according to our booking we had paid for everything necessary but upon arrival they charged us way more! We had no other option but to use them as it was so late and they would have still charged a cancellation fee.

Had a great experience with this location! I booked a 12 passenger van, but the lady from the counter, Kim, said that there were no 12 passenger vans anymore so she accommodated my family and me with a 15 passenger van for the same price. Problem fixed just like that! I highly recommend this location

I haven’t even rented yet - and my customer experience has been very poor. I may just go up to the desk and cancel. Otherwise I fear my second review.

Despite the fact that its a bit difficult to get to their location from the airport, the van was a great rental and they had great service. Would recommend to others!

I had a great experience with these guys. I had to have a super-late pickup, and, as a first time car-renter, I wasnt sure how to go about it. These guys were incredibly helpful and quick to get my issues dealt with. Then, when it turned out I had to drop it off late and get to the airport immediately, they did everything to get me to my flight on time. I would absolutely use this service again/recommend it to anyone.

Don’t rent here. You have been warned. Great prices online but then they force you to buy supplemental insurance and other charges. It is then too late to rent a car from somewhere else because prices are too high.

DONT RENT A CAR HERE.Great prices online but then they force you to buy supplemental insurance and other charges..Staff were really unfriendly. Ill never come back to this place.

Kept half my deposit despite me bringing the van back pristine and with more gas than was required with no explanation. They never answered the phone when I called to find out what was up. Guy finally responds here and tries to claim it was a smoking fee when none of us smoke. Says email him but he doesnt respond to his emails. $180 more than I was quoted. Rip off artists. Stay far away!

BEWARE!!! DO NOT BOOK WITH ACE RENT A CAR / AVR!!! If I could give a zero I would! They do not care about reservations or customers! Booked a mini van from Ace a month ago. When we arrived straight from the airport at 11:30pm, they tell us they dont have any mini vans left and only had 15 person passenger vans, which was way bigger than we needed, wanted and booked for my family of 6. I already knew parking was going to be difficult in San Francisco as it was, and was not comfortable driving something so large. The agent there, Po, was very confrontational and rude right from the beginning rather than apologizing and trying to accommodate us. She told us to take the cargo van or we would be dropped back off at the airport where we would have to figure it out on our own... No compensation, no accommodations, no ride to the place we were staying at (which we did ask for), at what now would be midnight... They did not bother giving us a heads up that we were not going to be able to get what we reserved prior to our arrival, so that we could make other arrangements and get another vehicle from a different company ahead of time. Some rental companies were already closed and the only places we might have been able to get a vehicle from was more than double the price we paid for to reserve with Ace. When asked if they would pay for our rental at another location, she said that the max we would get is a refund for what we paid, in a voucher… What good would a voucher be as I will NEVER rent there again!! She then threatened to have her driver take us back to the airport (she was making the decision for us apparently) because she was sick of dealing with us. So, we were forced to take the cargo van so we wouldn’t be left without a vehicle on our trip that was tightly scheduled and were relying on the vehicle for. We asked to at least get switched to a mini van the next day, even if we had to change our other plans around, which she told us no because other people had them booked and again some of them still may not even get it. ARE YOU KIDDING ME?? Then she finally said, well you can call in and ask (again because she didn’t want to deal with it), but we were given less than a slight chance of that actually happening. The entire weekend, we were stuck with the cargo van, despite calling for the next 2 days seeing about switching vehicles. It took us a minimum of 30 min, and up to an hour EVERY TIME we were trying to find a spot to park, making us walk at least 4 blocks to our destination each time once we actually found a spot. WHAT A NIGHTMARE! WORST COMPANY AND CUSTOMER SERVICE EVER! They may be cheaper, but this is why. Pay a bit more and save yourself the headache!

Fraud! Real real real fraud! If I can give this place a no star, I would give it a negative negative -10 stars. But forced to give it one star in order to give my 2 cents feedback. We just arrived to SFO,My brother in law and husband has an online reservation for two cars. Got to this place called AVR to pick up our reserved van.they said that we didn’t arrive by 12pm, and the reservation is only valid for two hours. Before We arrived to sfo, we called in advanced and was confirmed that the vans are reserved and the vans are available. What kind of company would do this? It maybe cheaper online, but the real truth is that they over charge and have poor business/consumer ethics—very dishonest! This feels like a set up on purposed—-to make extra money. It is not wrong to make money, but the way it is done, just very dishonest—no business integrity.This place basically did not reserved the van for us and came up with reasons to over charged us. Since they were completely at fault for giving away our reservation, and refuse to provide a resolution but charged us extra for another van. We had no choice and needs the van due to our tight schedule. We ended up paying more.This company is called ACE when you do an online reservation for a van rental, but when you pick up the car, the building is called AVR. I wonder why they have two different name.Please be careful with this company. Bad place, bad service, lack of problem solving, over charged, and dishonest. First Time rental with this place and a last time. Will not recommend this place to anyone.

Completely disorganized check in process and understaffed. I scheduled a 9 AM pickup, but didnt drive away until 11AM.Its cheaper than renting at SFO, but you get less than what you pay for here. In hindsight, I would have paid extra to avoid the hassle.

I secured an online reservation through the AVR website 10 days in advance to the date I needed to rent the van. With confirmation in hand I showed up to pick up the van to that be told they didn’t have any vans to rent to me. When I asked why I had not been contacted the employee stated that she couldn’t give me an explanation. As one could imagine this put my plans have a group outing in jeopardy. Scrambling to find another van. Worst customer service ever. Stay away do not use this company as there was another family left dealing with the same issue the morning we were

Waited 40 minutes for the shuttle in the cold, add still got told I was late for my vehicle pickup. Also I felt I got strong-armed into getting the additional insurance as the vehicle is privately owned and is not insured in California, so you have to get it, which at the time I wasnt able to investigate further. They also charged me a full day for being 1 hour overtime, even though the guy checking me in was informed and said there wasnt going to be a charge, to which I was told its policy and that was the end of the discussion. In all I choose this place because it seemed cheaper and it ended up costing an extra $300 more than the other big names

DO NOT RENT FROM THIS COMPANY.We called them at 6:40pm to let them know we were ready to be picked up to be taken to the lot. They told us it would be about 12-15 min. We called at least 5 more times and were told every time it would be 15 more minutes. 1 hour passes by and we are still standing in the rainy cold. We called the main office and explained the situation and asked for a refund. We were told they would cancel the booking and refund our money. I called an hour later asking for them to email me a confirmation of the refund and they put me on the phone with a manager (I believe her name is Pau) who told me I should receive an email in the next 24 hours.No email and no refund. I called the company again after we returned from our trip and they said they would not be emailing us a refund because we were not patient enough for them to come pick us up...

These guys were really nice and the rates were totally reasonable. During our trip a large railway truck accidentally dumped rocks into the road and one left a pretty large crack in the windshield, they were very understanding, said it happens to the best of us and didnt charge us a dime. Pretty legit for a rental car company right?

About the most frustrating rental experience I’ve had. Madenthe reservation weeks ago and never received the email confirmation. Did, however, receive a text confirmation that I confirmed via a “YES” response as required. Also visited their website, entered my confirmation number and saw that my reservation was active. During the reservation process, I was asked to enter my flight information and an approximate pick-up time. My flight was delayed and when I arrived, my van was given away because I didn’t pick it up during my pick-up window! When I asked the representative if I was the first flight that was ever delayed, she said “YES.” There were two associates helping clients and with the long line it took 90 minutes to get the vehicle that I didn’t even want in the first place. No compensation for my experience, just an up-charge for Insurance. Not even a complimentary tank of gas. Really started my vacation off poorly.

We reserved a 12 person van a week in advance, and on the day we arrived were told they had no 12 person vans but could give us a 15. A little annoying but fine... until it turned out they had no 15 person vans either. They then offered us a 10 person van which would’ve been a squeeze for us, but we possibly could’ve made work... but at the same price as our original 12 person van rental reservation. No thanks. Fortunately we were able to find another 12 person van available nearby at a different rental company, so we left and made other arrangements. Don’t trust a car rental company that can’t reserve inventory for reservations made directly through their site.

I do not recommend renting from this company. Their quotes may be cheaper than the bigger car rental companies but there are hidden fees that arent mentioned until you are about to sign the contract. For example, I received a quote through Expedia only to find out that they have an additional $20 airport transfer fee that was not in the original quote. A customer behind me also had a similar experience renting through Kayak. In addition, they ran out of vans for that customer, and I was lucky to get their last van! AVR either had a very bad day or just have terrible business practices as other customers in front of me also had various issues with their rental. Definitely go with a known car rental company next time.

The whole AVVR rental was excellent. from the web site, to the Van we rented, and the price was right! Also the AVR Customer service was Excellent! We will use AVR again when in need of a Van.

Sold on priceline as ACE, marked as AVR on signage. Shuttle driver didn’t wait until car seat secured before driving off. Brought us to AVR after a rough drive and opened the back door and disappeared without even offering to help with luggage. My fault for not being more diligent about the fact that this was an off airport rental pickup but will never use AVR, ACE or Priceline again.Addendum:Got worse, gas tank less than half full. When I asked why he said the gas card isn’t working. When I asked for one with full tank he said none of them are full. I asked how is this possible and he said the ones that are full are all dirty and will take over half an hour to clean. Absurd.One last addendum:Canceled reservation. They were kind enough to let us use shuttle back to the airport.

Did not honor my confirmed reservation, although I have provided them with my credit card. My plane was late 2.5 hours, they claim they automatically cancel reservation if the car is not picked up within two hours - great idea for a AIRPORT van rental agency.So, the Van I have reserved month ago was given to someone else, just minutes before I called them for pickup with no backup available. All I got was the nice advise to rent somewhere else, happy to extend this advise to anybody thinking about giving this company any business!

The worst place ever!! THEY get you an uber to and from the airport but charge it on your card ($70). Reserved a Tahoe online but got a Dodge Durango (not similar) that reeked of urine. Also charged a $200 deposit and an additional $100 for picking up 30 minutes earlier than scheduled. DO NOT EVER RENT FROM AVR also known as ACE Car Rental!!!!!!

Wish I could Placegive this place a 0 stars. is a nightmare. Worst rent a car place EVER.. Booked thru hot wire got to the place In Burlingame price changed. An the full coverage insurance I bought thru hot didntwire didnt work. Now they want 195 extra for there insurance.. place is a scam.

I rented a 12 person van from AVR. My van was ready when I arrived, was brand new, had great breaks and even had a sensor that beeps if you are too close to something backing up. The staff was helpful and my rental went smoothly. I did not use the airport transfer service so they reimbursed me for the $20 charge upon my request. I would definitely use this service again. The office is not at the airport itself but about a mile away, which I think should be more clearly indicated on the website as it requires more planning for timing if you are trying to catch flights.

The most horrible and unsafe experience renting a vehicle... go to a different placeI know you want to travel with your family or friends and being a big group you need a big transportation... but do not go with this guys, your safety is first.Those vans are in very bad shape. I had to take the van they offered me in San Francisco, being 1:00 am and with may whole family, I had no choice.The inside of the van was falling apart, literally, it has no pulls, all plastic parts on doors, including pulls, arm rests, AC grilles...were missing.Stains of nobody knows what were allover the seats...It was a horrible experience, they should not offer a vehicle in this conditions to any costumer.I returned the van in Las Vegas, the manager said they could not do anything in terms of money because they put in the system, in San Francisco, that I refused another van they offered me.... Of course, I picked the good one, the other one was in worse condition.At the end I managed to survive, but I wont rent any other vehicle with that company.

Regrettable experience...easy to reserve, great prices but when I went to pick up the van, they didnt have any left. Reminded me of the Seinfeld episode about the importance of holding the reservation, not just taking the reservation. I luckily was able to get one from Hertz but cost me more money and was late picking up our guests. Wont be working with AVR again.

The worst rental company you could think of. I wish I could give it a zero. Cancelled my reservation on thanksgiving day and 20 mins prior to pickup even though I had booked it a week prior. I couldn’t find any other booking for the day. Made me miss all my hotel booking and everything else I had planned. Worst rental company on the market

Over charged a day and Absolutely impossible to get a human on the line to help me it’s been two months. I’ve left many messages. Do not go with this company

On a recent trip to San Francisco, we found ourselves in need of a van & pronto!! I made reservations online that never made it to their location, but Carlos came through for us. Not only did he have a van available, he gave me the deal I had originally reserved. All I had to do was show him my confirmation email. They picked us up immediately from the airport & dropped us off the same way. I HIGHLY recommend this location.

WILL NEVER USE THIS CAR RENTAL AGAINWe rented a car from this company and upon the rental, the person who was helping us told us they have an optional service of having Van rental company fill the tank upon return or that we could fill it upon return by our self . We never agreed and never confirmed to the optional service, and decided to fill the gas tank instead like we always do when we rent cars.The vehicle was returned with a full tank of gas and person who received the car documented it . When arriving home, we noticed the charge of $63 for gas. Confused, we called your customer service. We spoke to a very unprofessional man (name Kelom if he said true name)he refused to help and spoke to us in a very non-professional manner calling me bro and sound like we want to trick him . We could not reach the manager and every time we call she is not there.

Want to waste half your day renting a car even though youve come prepared with the reservation? Come to this place. Also requires you to get bogus insurance even though my credit card covers everything. Ended up paying way more than if I just rented elsewhere. Im avoiding all AVR car rental from now on.

Great customer service. Especially the Manager Tupou Fifita and her staff. Office looks lovely and always offering great customer service. Satisfaction guaranteed!!

Better to avoid, i book for a big van and they only provide a small van with the same price and they only promised will change it, which they dont. The staff trying to make scam by trying to fill out the gas from them will be a lot cheaper. Try to find more money with a better way please!! When we complain to the manager and the principal of the Avr from the hotline, they also cant do anything and it is depends on the branches, which is making the bad reputation for the company. You can see from many bad reviews...

Vehicle was brand new. The rate was good.The three stars and not 4 or 5 is because the staff is incompetent. When looking for information, most people dont have a clue. Or they say they are busy and will call back but never do. Customer service is lacking.

These guys came through big time for me. I left my laptop on the shuttle and was already late for my flight. The driver found it and hauled ass to the airport, and I made my flight! Good rates, vehicle, and excellent customer service

Ok so they didn’t have a courtesy shuttle. Rather the sent a Lyft and billed me 20 on my rental. Deserved a Nissan Quest and got The Dogge Caravan didn’t have a UConnect phone system for my iPhone. Nor did it Bluetooth or connect via data port. No usb plug in for charging. This is ironic since CA has a hands free phone requirement. Radio was static and the rear tailgate rattled like it had been in a wreck. Insurance was an extra 26 a day which is higher than most competitors. Overall, rental was bearable with phone and no radio. I won’t rent again.

This place is horrible as hell. Upon arriving had to wait forever because they only have one front desk person. Then she proceeds to tell me that I need to pay anadditional $9 because the third party we booked from didn’t pay them all of it. Like that’s something they need to work out with them and not us. The vehicle we got was dirty and had a cracked windshield. Our flight home was early so I had to return the car the day before because you will have to pay $25 to drop it off at a different location because they were closed. I didn’t get any refunds for returning it early because it was after the 24hour mark a little. I would never rent from this place again nor will I recommend anyone that has to go thru what I did

Just DONT. We booked a minivan through hotwire months in advance. Went through two hours of hell trying to even find the place which ended up being a 10 min drive from the airport in a sketchy area. I called them from the airport and confirmed my reservation. When we got there and waited in line 20 minutes, was told they were put of minivans and tried to give me a 15 passenger van. We are not taking that big of a vehicle on switchback mountains. We left empty handed. It was a horrible end to a long plane trip. The guy could of told me they didnt have my vehicle when I called from the airport instead of further wasting our time. Oh and did I mention the clerk couldnt have cared less and actually got a bit of an attitude with us. Just stay away from this AVR/ACE.

Most HORRIBLE place i have ever rented a car from. People be aware they will charge you for things you dont even approve of. Customer service is horrible as well.

Probably my first 1 star review ever..They wanted to charge me 53$ a day for liability (basic insurance) which makes no sense.They dragged me to their office with a promotion on a minivan rental (9.99$ a day) and said I had to get the basic insurance at this unreasonable price. Stay away from this place

As many others say, STAY AWAY. The commenter from the location here mentions it is a state policy to hold insurance (obviously, most every state does require this).However it is in fact an AVR policy to have you hold their insurance if you dont provide proof of your insurance, no other car rental agency requires this. They then Poach you of your money when youre away on vacation and unable to provide proof of insurance. My group lost about $200 because they have this policy and they dont even advertise it. There is no friendly reminder to bring proof of insurance. They just strand you at their desk saying you cant have your vehicle until you sign that you accept.In addition the quoted 7 minute time for pickup from the airport, was an annoying 50+ minutes waiting when the location is only 10 minutes away, go figure. We also waited an extra 20 minutes in store because the agent did not want to pick up a second minivan, instead trying to convince my group to take a different vehicle so they would maintain the one minivan for the next group behind us. Go elsewhere with your business.

Worst rental experience I’ve ever had. Cannot recommend AVR under any circumstance. I pre-rented online but waited over 2 hours in an un-air conditioned office with many others. Our van had over 84k miles but did operate ok. The taxes and fees matched the quoted online price, so it doubled. I also purchased some insurance online, but was required to buy additional insurance or AVR would not release the van to me. Never again.

I had a great experience renting from AVR. Called the number for a shuttle to pick me up and it was there waiting for me when I got out. The guy at the counter was very nice. He wasnt trying to up sale me on insurance or anything. I dont know why there were negative reviews but I myself had a very pleasant experience.

Arguably the worst place in the world. After 6 hours of travel, my group had to traverse all 9 layers of hell to get to AVR and spent 90 minutes waiting there because the employees would rather eat fruit cups while watching their customers gouge their eyes out waiting for a van to be prepared.Left the site and had to return 5 minutes later after filling up the van they gave us on empty because they didnt lock any of the benches in. If you dont value your time, this place is for you! The guy who picked us up at the airport was cool though.

Worst rental service ever. I had booked 15 passenger van for 10 days. When we reached at rental shop, employee told they dont have any 15 passenger van at location. They told us to come after one day for car, which is frustrating for me.Worst customer service ever with bad attitude of employee. I wish i can give 0 star.

Disgustingly terrible. We were supposed to be picked up from the airport by a shuttle (provided by AVR) to take us off-airport to the rental facility scheduled for 9:45 a.m. We were picked up at 12:15 after multiple phone calls explaining you said 45 minutes remaining, 45 minutes ago! Even arriving at the place, which was a little obscure and somewhat shady, we waited another half hour for our van to be ready. Its also worth noting that my sister was very sick, and our biggest plan was to find a place to buy medicine after arriving in San Francisco, and due to the delay, she was suffering until about 5 oclock that evening due to other plans and restrictions. Absolutely terrible.

My experience with this rental company has been terrible. I think they are running some kind of bait and switch scam. They don’t have your reserved van or it is not ready at pick up time an offer you another one that they are going to charge you more for. In my opinion the van they gave me wasn’t even an up-grade. It sat less passengers than the one reserved. Then someone to help you are never around to deal with any problems and they give you the run around. They don’t take time with their customers and they are very disorganized. They appear to be cheaters and scammers

AVR provided exceptional rental service! I would highly recommend them.

Total disaster.The first Van didnt work properly. The station brake didnt work, and it was new.They changed the van, but the second-one had no plate, and the police stoped me 3 times. A total disaster. I would have no hesitation in not recommending this company.

For long weekend, I had booked 12 seater VAN, when arrived for Pickup, since there were many customer, I requested the customer representative (I think his name was Kemos), if I can pickup next day in the morning, since our kids were tired waiting. He said yes surely I can do that.Next day when I came for pickup, I was told 12 seater is no more available, this time the customer representative (Dinesh), said I should have picked up yesterday itself. I explained him my case, but since there was no 12 seater available, I had no other option than to pick up 15 seater. I was happy with Dinesh, he was quick, but since there was no 12 seater, i had to walk out with 15 seater.I am giving low ratings, since I booked for 12 seater but I had to pickup 15 with no choice available.The drop was quick and easy, the vehicle was in good condition, thats the positive.

Tried to charge me an additional insurance fee per day. Ive never had a rental car company bring up whatever law they were talking about, and there was a guy there having the same argument with the front desk when I went to drop off the keys. They ended up refunding $150 of the excess charge they put on my card after a lot of arguing, but still shorted me $50 on the rental that was supposed to be refunded to me. The van was also very cheap and didnt have anywhere to charge my phone, which most of our phones were dead and we had a while we needed to gps to the Airbnb. Will never go through them again.

Very bad customer service, rude girl at the front desk in san fransisco. The car was not in a good shape, their was a hole in the floor right under the drivers feet. The car we were handed was not even clean, the marks from the auction were still on it, windows completly dirty. This was a month ago and they still havent give us the 250USD deposit back.....Wouldnt recomand even to my worst enemy.Not even worth one star .....

We want to be sure that AVR/ACE rent a van gets a fair review. We agree with other reviewers that the wait for the shuttle from Island 2 of the SFO rental car center is long. For our family, the 25 minute wait for the shuttle was too long after calling from Island 2 (listen for the automatic directions on the phone to conclude, then you’ll reach someone live to request a pickup). From the moment that we stepped off the plane to the moment we drove away in the van, it took over two hours total (this includes picking up checked bags, etc.) so you need to budget that time if renting from AVR/ACE as they are an off airport facility. When returning the vehicle, the process was much faster but note that AVR/ACE cannot drop you off for SFO curbside departures; they will take you to Island 2 at the Rental Car facility once again and you’ll need to retrace your steps to the AirTrain and back to your respective terminal.All that said, for our family of two adults and four kids it was worth it going with AVR/ACE as we saved hundreds of dollars on a weekly van rental as compared with competitors at the rental car facility. For us being on a tight budget, it was worth the inconvenience in order to save money, as we made sure to bookend extra time as we arrived and departed SFO.What’s more, although we had reserved a minivan weeks in advance, like other reviewers commented it was not available the day we arrived. Dinesh, however, upgraded us to a 15 passenger van at the same weekly rental rate as the minivan. We truly appreciated that kind offer, as it was very helpful since we were meeting relatives in California for vacation and now we all could be in the same vehicle. We purchased the damage waiver just in case, which was less than $30 extra per day, and gave us peace of mind for a much lower bottom line than the competitors. Note that the damage waiver does not cover roof damage, and we were advised that under 7 foot clearances would damage the roof, and this includes the SFO parking garages (luckily we turned around before heading in!)All in all, we are grateful for AVR/ACE’s professional staff and polite, courteous service. Everyone was very kind to us, our kids and our infant baby. Dinesh’s positive attitude and helpful service despite the lack of minivans was a huge plus. We enjoyed having the 15 passenger Ford Transit van, which was in great working order, safe, clean, and reliable. It isn’t easy being a smaller business these days, and we’re glad we supported an underdog such as AVR/ACE, who provided us with wonderful service despite the challenges that day. Thank you!

Airport VAN Rental name doesnt suit these guts. VAN was not available even after booking and confirmed reservation. Had to wait 2hrs to finally get a SUV instead of VAN which was too conjusted for 6 adults and 2 kids with car seats. Shuttle pick up from airport was also a delayed service even after calling them thrice from airport. Service can be better if they care for customers and their families. There was another customer yelling at them for their delayed service while we were waiting at the office area.

This place was AWESOME upgraded to a 15 for same price!!..cool folks! Great place to get van on a short notice this is my third time no problems yet!! God bless you guys!

Basically the worst rental experience i have ever had. This quote pretty much sums it up. Staff said this We gave away your reservation because you were late, so we have to upgrade you. I said, oh, upgrade me to what? She said... the same van, upgrade doesnt mean anything its just a word. Now youre paying $12 more per day. Im serious, I couldnt make this stuff up.

Far airport and car too dirty, not clean ,

DONT RENT FROM HERE!Booked on Expedia the night before with confirmation. When we landed in SFO we had voicemail they didn’t have any vehicles available for us. Totally ruining our whole trip!

This is an off airport can rental place. Their prices are good. However their shuttle was not running so I took an Uber. They did give me a discount