I would give zero star! Crazy, more than 45 people in the line waiting for service, and only one representative in the counter! I paid expensive tickets to come to Puerto Rico to waste whole afternoon in getting a car. It has been 3 hours and yet waiting for service! AVIS never again, no recommended! The other car rentals around were faster and with little to no people.

At first, I was so skeptical ! The reviews on here almost scared me off. But I am thankful that I stuck with them. As soon as I arrived there was a little bit of a line and only one person working but he was the speedy type and I was in a car 15 minutes later. The car was great, clean and efficient. When I came back to drop the car back off it was super simple. Literally, just drove the car up, quick inspection and I was on the wat to my flight in about 10 minutes. I think we accidentally left my daughters backpack in the car :( but that was my fault. Definitely recommend BUDGET! thank you

Where do I begin. We waited in line for 2.5hrs waiting for our rental car. We missed our first reservation on our trip because of it. The line was over 100 people long with ONE teller running everything. He even had to get up a few times because the line was blocking the door it was so long. Truly a horrible experience getting the car.… once we had the car it worked out fine, but not worth how much we paid for how long we WASTED on site. I would not recommend them. When we returned the car the line was all the way to the door and they had three tellers. I have no idea why it takes them so long to check people in but they need to revamp their procedures.

Preferred member. Booth closed. Name doesn’t have stall next too it. Been here 45 minutes. Gonna be at least another 90. One person working the counter.Shame on avis.

Not great service. Anytime I needed a human (pickup desk, pickup parking lot and drop-off parking lot) there were no humans. I consistently had to seek out an employee in order to get my car. The car and rental itself were great, just not fun waiting around when you already have a reservation.

Ive been online for about 10 minutes, the line is not moving. There were 2 people behind the counter, now that is only 1. There is a least 20 families on line waiting. Unbelievable!

In the past, I have rented from Avis in Puerto Rico and have been provided with excellent service. However, I had the most unpleasant experience in renting a vehicle from your Avis Location at the Luis Munoz International Airport in San Juan, Puerto Rico on July 29, 2021. My plane arrived late and when I got to the Avis counter (approximately 2am), there was no one there and there were no signs at the counter indicating it was closed. As I went looking for someone to help me, I went to the parking lot and spoke to an Avis attendant who told me that everything was closed and to come back later in the day (around 10am). My family and I had just spent 8.5 hours on a plane and we were exhausted. We did not want to wait several more hours at the airport until the counter opened, so I called a taxi to take us to our lodging in Catano, PR.With only a few hours of sleep, I returned to the airport via taxi. I arrived at approximately 10am and there was a line to the counter that stretched to the entrance door (at least 15 people in line). There was only one agent at the counter. I waited in line for almost two hours before I reached the counter. I would have cancelled my Avis rental, however, I had already prepaid for the car and had no option but to wait or lose the money already paid. When I reached the counter and told the agent that I arrived earlier that morning and that no one was on duty at Avis, I was simply told that the Avis counter closes at 10 pm and that was the reason no one was available. There were no apologies or any compensation offered for my troubles. When I asked to speak to the manager, I was told that his whereabouts were unknown and he was not answering his page.I was then told by the agent at the counter to wait in the lot as my vehicle was being prepared for me. The agent indicated I would be notified when the vehicle would be available. I waited over an hour in the parking lot and NO ONE notified me to let me know the car was available. Finally, after walking the line of vehicles in the lot, I found the vehicle assigned to me (by its license plate). Overall, I spent more than FOUR HOURS at this location that day trying to get a rental vehicle that I had reserved and prepaid for with not a single apology offered by any Avis employee.When I dropped the car off at the end of my trip (Aug 6, 2021), there was no parking attendant in sight. I left the car in the lot and as I entered the building, I stopped an attendant and told him I left my car in the lot and asked if I could be checked in. He then told me that someone would check it in “whenever they could.” Again, I asked to speak to a manager and again I was told that the manager was unavailable. I was very disappointed since I expected Avis to check me in when I returned to the airport.I do not understand why Avis is so short staffed at this facility. I don’t understand why the manager’s whereabouts were unknown to his employees and why he was not available when there was an issue. If you read the reviews written by customers who have had similar experiences, it is clear that Avis does not recognize the chaos and frustration people are enduring trying to rent a vehicle here.Based on my experience, I will no longer rent from Avis in Puerto Rico.

I purchased $775 in gift certificates. I called customer service to make sure I did it correctly. Customer service said when I picked up, I needed to give credit card for a hold but when I dropped off I would give the gift certificates and they would credit my card. When I picked up, I showed the representative the gift certificates and she said never in her 26 years had she seen that. Also, she charged my card the incorrect amount ($210 higher than the quote). When the driver pulled the car around, I showed him the the gift certificates. He said he had been there 15 years, saw them all the time, and to just ask for the manager when I dropped off if I had any problems. When I dropped off, the person ringing me out said I had to go inside for my credit. The line for people picking up was over 2 hours long (because only one person was working) and I had a plane to catch so I cut the line and spoke with the same representative I had when I picked up. She said the drop off man had to help me. I went back to the drop off man and he sent me back to the pick up lady. I went back inside and demanded to speak to the manager. The manager (Emanuel Pagan) came out. He asked the representative about the gift certificates and she said that she hadn’t helped me because she knew exactly what to do with those (a flat out lie!). The manager refused to help me and threatened to call security if I didn’t leave immediately. I left in tears, having had the worst customer service experience of my life.

I would also give 0 stars. We showed up for a 6am confirmed reservation yesterday to see a small homemade sign that said no cars until 9am. We had a prepaid reservation in the middle of the island at 8:15am so this did not work. We ended up having to spend 9x the rental car price to do a fraction of what we had planned, we had to find a taxi to take us around to meet our other prepaid reservations. This was a horrible experience and I would expect more from Avis.

I was nervous renting here because of the many negative reviews. I was pleasantly surprised when I arrived and got a notification through the Avis app that my car was assigned and waiting for me in a designated spot. I have preferred status from renting a lot for work and had read some reviews that this location did not offer the standard preferred member service. The car they assigned me was very new, only 3000 miles and was in great condition. It got fantastic gas mileage and was no issue driving up some narrow steep roads on the west coast. Richie helped me with a billing issue and was very kind and helpful. Thank you, Avis SJU!!!

Slowest service ever. Made a reservation for 11:30 and stood in line for 3 hours. Only two workers worked while the other left and went to lunch with a line full of people. Time is not of the essence here. I would not recommend this rental place to a single soul

Absolutely horrible experience. I rarely give bad reviews.I reserved my car 6 weeks in advance. Showed up to a line that filled the building and then some. There were only two employees at the desk, and each customer would take 10-20 minutes. The line was then hap-hazardly moved out of the building, resulting in people losing their places, starting arguments, people were cutting in line and bribing their way through. Its been 3 hours so far and I havent even reached the desk, and I hear theres another line to actually get my car after that.Hands down, worst car rental experience of my life.

This place is conveniently located and has some decent cars. Check-in process was easy and they handed over the keys within a couple minutes of arrival. The car I received was decent, but the wheel well was dangerously close to the tire. I commented on it and was told it would be fine. There werent any issues, but the car made a horrible noise while backing up (tire rubbing against wheel well). Besides that, I have no complaints about this place. I was able to return the car without incident and it got me all the way around Puerto Rico.

This is a joke. 3 hours waiting in line to find 2 people behind the counter and zero sense of urgency. If you are renting from here, be sure you arent in a rush. The sign at the end of the line is the best.. smh.

25yrs preferred customer... HORRIBLE CUSTOMER SERVICE. 2 WEEKS AWAY FROM PICK UP DATE IN PUERTO RICO, AFTER SEVERAL CALLS VALIDATING DISCOUNT, AVIS STILL SCREWED ME OUT OF MY RENTAL.. AVIS ALSO VERIFIED MY RESERVATION WAS 100% ACCURATE. ALTHOUGH THEY SENT 2 RESERVATIONS AFTER I PREPAID.. THEY LEFT ME AND MY FAMILY STRANDED AT THE SAN JUAN PUERTO RICO AIRPORT. AVIS WANTED ME TO PAY $2300.00 AFTER I PREPAID $378.75.. DO NOT RISK A PREPAID LONG DISTANCE TRAVEL BOOKING WITH AVIS. I FOUND THE SAME VEHICLE AT A DIFFERENT RENTAL AGENCY FOR LESS THAN $800 TAXES INCLUDED ..

Vehicle pickup took about 5 minutes - Avis Preferred worked and I went straight to my vehicle. Dropoff took about 3 minutes - receipt was printed, the amount was correct and we were on the way to terminal.

This is the worst car rental experience ever. The workers are on strike due to unfair treatment, I was on time for my 10:30 reservation yet it took over 2 hours to even get the car. I stood in line for over an hour, one of the workers went on lunch break while there’s an extremely long line leaving only one person. It took another 45 minutes just to wait on someone to “wash and dry” the car even though it was 12 pm at this time. The car should have been ready by my reservation time. Multiple people who came to pick up their car received there rental before I did even though I had been waiting longer. The employees were nice but this company is horrible and I would not recommend anyone book a rental with them.

PLEASE DO NOT RENT FROM THIS AVIS! I had a reservation for 1 p.m. on a Saturday, and just like EVERY OTHER REVIEW, there was only one person at the counter, with ten people in front of me. At the time I thought, ok, not that bad but 30 minutes later, the same ten people were STILL in front of me with the same person at the counter from when I arrived. After reading the reviews well in advance of my arrival, I made reservations with another company ($80 more but not affiliated with Avis/Budget) so that I wouldnt have to rely solely on Avis/Budget. I got tired of waiting and walked right over to the other companys counter (with my reservation) and got a car within 5 minutes...literally. Word of advice when visiting PR; make TWO (2) separate reservations with rental companies that are not affiliated with each other if its free cancellation. Fast forward two hours, now Im laying on the beach with my pina colada in hand! Im so glad I reserved with another company or I probably wouldve still been standing in line at Avis!

Looks like this people dont know what they are doing. Insane line going out the counter, under staff, preferred area close. Puerto Rico does it better. What a shame, seeing other Avis facilities in the states working smoothly, here in this island, even this not scientific process, doesnt work.

4 months … 3 weeks ago….. and the same situation is happening ?? 2.5 hours in line! Unacceptable wait times. Management should check the reservations a week in advance and schedule more people.

They always take care of me when I need a rental

Please save you time and money. I had a car reservation for 4pm and when I showed up there was a huge line. Ok no problem, I’ll just wait. But the line wasn’t moving. After about 30-40 minutes I heard people ahead of me saying they didn’t have cars left. How in the world do you overbook? We’ll long story short I ended up having to book another car elsewhere last minute and having to pay 2 times (almost triple) the amount of what I paid here. Now im trying to fight for a refund because I booked through Priceline. Never again. I’d recommend paying a little extra and booking at another place or else you’ll be stranded like myself and my family.

This was, by far the worst experience I have had renting a vehicle. Many of the other people who’ve complained about the 2 hour long wait on Google became acquaintances of mine because we were suffering through the same hell. There was one representative for nearly 75 customers. The representatives let some of us know they were working 12 and 13 hour shifts by themselves. I will be spreading the word though social media and to Avis partners like AARP that this location needs a complete overhaul in management. The entire experience was horrific.

The car was pretty banged up (some photos attached) but the interior was clean. Having a vehicle with Apple CarPlay was very handy. I also opted out of the pre-paid fuel option. The day I was returning to the airport, I went to fuel up. Wouldnt you know it...but the fuel tank would not open. The electric fuel tank button would not release the fuel door. I took a video of the malfunction at the gas station so the Avis reps would believe me. (This was then confirmed by the Avis rep when I arrived who sent me to the manager). The manager then proceeded to help me by charging me almost double what it would have cost me at the fuel station. My complaint to the manager fell on deaf ears--which in the end isnt really about money, but principle/customer service. Needless to say, I will not be using Avis again.

I paid in full in advance for the car I reserved in February, but when I arrived at the airport Saturday evening, I discovered there were no more cars. We had to sign a list with 15 people ahead of us to get a car the next morning. Avis offered to pay for our taxi (still waiting to be reimbursed), but we were staying an hour away. So, an hour late Saturday night (which, during the pandemic and given the time meant we had to pay the taxi driver more to stop at a gas station so we could get something to eat), then an hour in and out the next morning. I got the car on Sunday morning after letting the phone ring 25-30 times until someone finally answered. The car was great and the people were nice, but I felt bad for them, having to answer for whatever ridiculous system gives away rented cars.

Longest line ever.. had a reservation 3 am no cars available. .a mess

Only one line for all the car rentals. Not enough employees. More than 2 hour wait for pick up. Really bad customer service and waiting time. Do not rent from here they stole my deposit money and continue taking money out from my bank account 2 weeks after the car was return. Call ask about my deposit and the unauthorized transactions and guy say is no record of ure deposit or any transactions.😡 Never had these problems with enterprise and all of these cause enterprise dint had any cars available.

The worst car rental experience EVER!!! We had a reservation and waited in line to pick up our vehicle. At that time there was 2 employees and about 7 customers in front of me, but for every customer it took them about 30 mins to help them. After 3 customers, one of the representatives clocked out and left for the day leaving only 1 representative to help the remaining customers. I waited in line for 3 hrs before I was help and once I approached the counter it took about 15 mins. THE VEHICLE THE GAVE ME HAD DAMAGE TO IT. This did not look like a rental but someone personal vehicle, but we were tired and didn’t plan on driving far and it was late we took it. No other rental location had vehicles unless you had a reservation. If you plan on making reservations DO NOT CHOOSE THIS PLACE I WOULD NOT RECOMMEND THIS LOCATION TO ANYONE. The representative didn’t care I heard him say we close at 9 so I don’t know what the rest of these ppl going to do, because it was about 7 more customers behind me and it was 15mins til 9

In 6 years of weekly traveling as a consultant and renting cars for those weekly trips, I have never waited this long to get a rental car. Renting in o hare during rush hour on Christmas took less time. This review is currently being written in the parking lot 2 and a half hours after we got in line. We STILL don’t have our car. With the amount of time we wasted here I could have started my own car rental agency. This is basically negligence

Stood in line in the non-A/C lobby for 30 minutes. All of our debit and credit cards got declined despite no travel locks and having tens of thousands of available dollars on each card. Finally it worked after another 30 minutes. They have a terribly inefficient system where the employees drive your car to you but it took almost an hour for them to bring us our car. 2 hours wasted at a car rental joint at an airport.

I was nervous like most renting from Avis at SJU, but we were pleasantly surprised on how well it went. It sounds like it might be hit or miss on the service people get, depending on what day or time you arrive. (Some of the car rental places are not open on Sundays there). We arrived around 10:30am on a Sunday morning (6/20) and maybe waited in line for about 30 mins. The 1 of 2 men working there, checked us in and out within a few mins. Waited for actual car to be brought to us for a few mins. The car was clean and in good shape. The drop off a week later was very easy too. Good luck!

Experience was horrified. Don’t even deserve 1 star. The 1st vehicle given could not be driven past 40 miles front end was shaking so much. Drove 2 hrs next morning to exchange. 2nd vehicle given was full of roaches. Didn’t notice until the next day. Placed a fog bomb to kill , & were coming out of the car. Drove another 2 hrs the next day to change. When arrive the gentleman that help said “you should’ve stayed w/ it since you know it’s clean you don’t know what you can expect from the one they will give you now”. Definitely not what I wanted to hear. Arrived put another fog bomb and & sure enough that one too had roaches this time only found a few. It didn’t matter that we only found a few there shouldn’t be any. Cars were left with food inside from previous renter. I just stayed w/ it didn’t want to waist another 2hrs to exchange cause who knows what we were going to find. We were always checking around to see if anymore were found. When vacationing every second is precious time. It’s not time you wanna waist dealing with nonsense. wanted to add photos but I don’t see where to upload them.

I had a 5:30 pm appointment to pick up my vehicle and it is now 3.5 hrs later and I STILL don’t have my car. I’m not the only person. There are several of us who have waited a s waited either inside or now out here. Apparently they are short staffed due to covid-which I understand. But there hasn’t been any communication, no pep in anyone’s step, no apologies. At this point I should have ubered. This was a giant waste of time. This is the second time I’ve used Avis for car rental-2 separate locations-and I’ve experienced the worst customer service. I think I’ll pay more to use another company from now on.

This is the longest line ever. Took over 3 hours to get to the counter. Only had 2 guys working for hundreds of people getting cars.

I had to stand in line for 90 minutes to get to an agent, which there was only 1 working for about and hour then there was 2. Then i had to wait for about another 30 minutes for car to arrive.There were no lines at the other car rental places. Avis/Budget is not where you want to rent if you have plans.

Took 2 hours to get a car. Nothing against the people - they seemed to be doing their best - but terribly organized.Line of over 30 people. Told the cars need to be washed. They continue to bring back washed preferred cars that no one is waiting for, and now theres a line of people in the lobby and the parking lot. Either bump us up to preferred cars (which, btw, are just Hondas), or start washing the cars we need.

AVOID!!! at all costs. Staff is extremely stretched thin and jaded. I do not blame them. I blame corporate for putting them in this position. There was a huge mix-up with my rental that left me in tears. Do not rent from this location or from Calle Juan Calaf. The lines are insanely long, with exhausted and understandably, weary travelers. There is absolutely no compassion. Again, I place full culpability on corporate for allowing it to get to this point. The state in which the Avis on the island are in could have been avoided and completely prevented altogether.Es una pena y una causa de vergüenza que la oficina corporativa haya dejado las cosas y que se pongan tan mal. No le deseo esto ni a mi peor enemigo.

They do not deserve any stars. Do not rent from this place! Understaffed and very sneaky. Not only did they take advantage of my friend and I with hidden fees, but they do not answer the phone.We signed a contract to rent a car for 6 days and agreed to an estimated total of $369.When we returned the car, we were charged for a key that was $299 which we have no clue what that was about! The note from the manager said “they took the key”.....but what does that mean? We need a key to drive the car, correct? We believe they had us mixed up with another customer. It has been 24hours since the return, and the manager has yet to contact us back. this is the absolute worst service we have received from a rental company on a trip.

Made a reservation for an suv for a week Z arrived there in a hot crowded room in a very very long line to check in . Clerk was very nice and gave me the ticket to go get the car in the parking garage . In the parking garage however there was at least 30 peopleWaiting for the cars to be “prepared” even tho there were tons ofCars ready already . There were some people waiting for over an hour . It was so hot and uncomfortable that I went back inside and told another clerk to give me any car that’s ready now . Got myself a Tacoma and left .Very very poorly managed counter . In PR I’m afraid that’s the case in most of them

We been waiting 45 minutes to get to the counter to be able to pick up the paid rental vehicle. The line over 50 people (no lie). No place where to seat for my elderly mother. Called Customer service and they said we cannot help. We are all jammed in a place without enough space/6’ for COVID. Many people without masks as well. UPDATE: It took 3 hours on a line to get to the counter. During this three hours a loud heated discussion between two people in front of me, this was very scary for many of us. The police arrived, but didn’t approach anyone, just stood for 15 minutes and left. Several people who were in front of me were not able to rent a vehicle. It was sad to see many tourist without a vehicle, due to Avis strict/diverse policies. Avis didn’t honor their preferred program either, people could not pick up their vehicles from the lot, they had to make the long line too. I received an email from Avis requesting feedback on their service, the manager replied by saying things sometimes happens. This is true, but after reading other reviews, it seems this happens frequently.

Dont know how is the service and car yet. Wait time of the line is 1 hours long....The car is good, and return is smooth. Only considering the wait time at picking up. Raise 3 stars from 1 to be fair.

As a preferred member, lately its been a challenge to be able to walk into our rented vehicle. Too many policy changes which I understand, but contact the client prior to arrival in order to avoid a 2 hour delay and vehicle being released. Covid-19 is not an excuse for lack of communication.

Excellent as always. The one star is how come I cant get my account to register as preferred to where no waiting in line? Other than that excellent nice car I drove

This location has impressively taken the lead for WORST CAR RENTAL experience ever. 2 hours in line just to get inside and beginning standing on the inside line for an additional hour plus. Worse that a Seinfeld episode.

BEWARE!! DESPITE HAVING AUTO INSURANCE THAT COVERS AUTO RENTALS AND PROVIDING PROOF, THEY WILL STILL REQUIRE YOU TO PURCHASE THEIR INSURANCE.

Worst experience ever. Don’t even deserve one star. We left US at 5:am and flew over 8 hours with the intention to catch the sunset and dinner on our first night in Puerto Rico. Nope. Instead we have been waiting in Avis line for TWO AND A HALF HOURS! And, I am a Preferred Member! Sunset is setting while we are in the parking garage, starving while we stand around with 20 more upset people. All while no employees and return cars abandoned Completely understaffed. No inventory. No communication. Line after line. Do yourself a favor a book with another rental company. This ruined our first night here. Not a good way to start our first trip in PR.And, they don’t even clean the inside of the cars!!! In Covid times, how is this acceptable?

2 people at the counter with lines out the door. OVer 2 HOURS! waiting in line just for them to get drivers license and card which we could do online.

Beware of renting car from this place. They’re on strike or something. We waited over 3 hours to get a car we reserved a month ago. Would never use this service again…

This might be a given but take their full loss damage waiver insurance at $22/day. Even if you’re covered. they pull every trick in the book to not have to deal with your insurance company directly should something happen. I’m getting billed directly for both a hit and run (which they’re supposed to bill to my insurer) plus loss of use. They cannot add more than one form of card payment on my account to hold the charges, which complicates the situation. Their phone line doesn’t work. My insurer said this was the first time they’ve heard of anything like this with Avis.

Be prepared for a long wait time when you pickup the car. That being said service and car were great.

Arguably the worst car rental experience I’ve had. I switched from being a long time national user in this trip to Avis and could not have regretted It more. 1+ hr wait as a preferred plus member.

They have just one representative for the entire line. Too slow process

My husband and i have a confirmed reservation, and when we arrived from a long flight there was no cars available. We waited 3 hours, then when finally a car was available we were given a nasty dirty car, that we had to clean it ourselves and vaccum the vehicle ourselves.

Arrived in San Juan to pick up our rental car and found out that all the staff is on strike. So here we stand for over an hour and still 40 customers ahead of us!.

Never rent from this location. They lied to me about the cost. After I prepaid, I was told by the agent it would cost $23 to extend my rental extra day, so I extended for a day. Then they charged me an extra $80. With all the hidden charges and fees, turns out Avis is one of the most expensive places to rent from.The car I received had a missive dent and several scratches on it.Customer service is also atrocious. Expect to be on hold for a couple of hours if you need to contact them.Also never prepay with Avis. They charge a $50 cancelation fee even if you cancel right away.

Was in line for 90 minutes. Then another 20 at the counter. Staff did not seem to care on level whatsoever.

Took 2 hours in line to get to the desk and another hour and a half to have the car brought up to inspect it. Completely unacceptable.

Very rude workers!!! Would never come back to Avis!

It was the worse experience! I waited 3 hours to pick up my car! They only had 1 person at the counter!

Needed to wait for 1,5 hours(!) to receive the previously reserved car. Ar check-in they talked about couple of minutes wait because of cleaning which turned out to be a lie, the car had not been even returned yet! Waiting with me were about 15 other clients, so cannot say that was an isolated problem.In this highly competed business Avis will fail in Puerto Rico. There are tons of other companies next door. Better to avoid Avis and go for Hertz, in the past they have been reliable in Puerto Rico.

Very good car rental only thing when i return my car around 6 am no personal available also they charge me like 30$ for gasoline and i did fill the tank before i returned so i send them proof and they return my 30 dollars back...

I have a positive review to share. I rented a car at the Hyatt Regency at Coco Beach, having reserved it through the Avis app the night before. At pick up, the estimate was mysteriously $10 higher than in my email confirmation. After half an hour the guy couldn’t figure it out but I didn’t want to waste anymore time. The car was a new full sized Kia sedan. It was clean and easy to drive. Before returning the car to the airport, I put the appropriate amount of gas in the car (it wasn’t full at pick up). I set google maps to avoid tolls, so there were no extra charges. The return was inside the parking structure. The guy at the return was nice and friendly and gave me my receipt on the spot. The receipt was for the exact right amount, just like on the email confirmation. He said the $10 was a security deposit!?! Oh well, I can’t get those 30 minutes back, but the return was smooth and efficient.

Unfortunately, I like many others had a bad experience with this company which seems to have a lot of tricks built into their system for extra charges. I would recommend National despite slightly higher prices, to avoid headaches and surprises at the end of otherwise fun trip!

Loooooooong looooong lines.

Very long line to get the car...been standing in line for more than an hour

Unfortunately, I like many other specially in the San Juan airport, for the past year, every car I’ve gotten have many dents and issues with the tires or other mechanical issues. This time was even worst, I had a car with an expired tag, and I even when a police gave me a warning, I was asked by Avis to drive to the SJu airport when it was 1.5 hours away. I would not recommend the SJU Avis rent center.

Terrible customer Service and they charge me twice and they don’t answer the phone highly advise going with a different company!! Or just Uber!

Terrible service! Did not have my preferred rental available. Instead was told whoever gets there first gets a car. What’s the reason for a reservation then?’

If I could give 0 stars, I would. Only 2 people at the counter and waited in line for almost 2 hours. At one point there were 3 people, but one decided that it was time to leave for the day when there were about 50-50 people in line. No sense of urgency whatsoever! Awful!

Long lines that stretched outside the bldg. Wait at the counter for those *with* reservations was 1h+, and then another hour of waiting for the car after that. Shouldve checked reviews here first.... Next time well go with National.

Once again, one of the worst Car Rental Locations Ive dealt with. I visit almost once a month. Another 45 min wait and understaffed. Avis, please do something about this location.

Ridiculous wait time to get the car, almost 3 hours

This place was not ready for the crowd of people that showed up! It took over an hour to get my car...also, if you are not the driver, STAY OUT OF THE LINE

Only one counter, huge queues. Even after being Avis preferred, had to wait mote than an hour for the car.Not great!

Well, not sure if its across the board, but Preferred was not open and the line was of a 2 hr one. Probably needs that upgrade that gives your car already! Friendly staff though!

Still waiting in queue after 90 minutes. Painfully slow. Why doesnt their management do something?

Easy pickup and drop-off

We booked a car here coming from PA for a week in PR. We called once we arrived to confirm our reservation and they confirmed it. We got through security and showed up (waiting for over 40 minutes in line) only to be told that they overbooked and us along with 5 others had no cars even with a PAID and CONFIRMED reservation. They said to come the next day and pick up. Our Airbnb was 2.5 hours away and so we had to pay to stay at a hotel to the next day to pick up our car rental. We then asked for a refund for the day it wasnt used and were told no partial refund can be made, so if we want one, we would need to cancel our reservation all together and make a new one which would have been a lot more expensive for same day reservation and pick up. So, I paid $150 extra for a hotel near by, didnt have my car the day I needed it (with reservation made 2 weeks prior), and could not get a refund for the day THEY made a mistake and didnt have it ready.Very disappointed. Would not recommend as not reliable.

We had to change the car 3 times while we there and the manager still maintained a smile He was very helpful and helped us out .

Great customer experience

So...after 2 long flights we get to San Juan.Waiting in line for the rental car has taken twice as long as getting thru 2 airports!Hint...If you know that on high travel days...ya might want to have more than 1 PERSON RUNNING TWO COUNTERS WITH 8 STATIONS!!!

We had a rental pickup from Avis. Miguel Resto attended us very promptly and efficiently. Avis should reward this gentleman. We arrived at 4 am and we were very tired but thanks to him our experience was perfect.

Prepaid for a cae reservation through my credit card points portal for one night. Then a week later get charged $2000 because someone from this location extended my rental and took the car out without my authorization. Safe to say I will never rent from here again and I am seriously considering coming back to PR. With all the stuff going on in PR lately it’s really nice to know that there are people like this in the world still. Rent anywhere but here.

Avoid this Avis location at all costs. The counter agent and head manager were both rude and disrespectful to me. They refused to rent me a car despite me having a confirmed and paid for online reservation. They claimed I did not meet their minimum age requirements, however Avis corporate agreed with me when I called them while standing there. I wasted an hour fighting with them and ultimately got a refund. I ended up renting from the Hertz location in the same building. Took me 5 minutes and it was painless. I recommend going with Hertz

OMG, waiting for an hour now, and still 3 ahead of me to get my rental. Only one attendant! Why they have 10 stations with only one person.

Take a picture of the Fuel Gauge and then ask for a printed receipt. This AVIS location is known for scamming clients who appear to be in a hurry to catch a flight! If you’re not as alert as I am, they will most certainly charge you $15 - $30 extra for “Fuel Service” whether you return your car with a FULL tank or not. But even if you do catch them in the act, they’ll punish you by sending you to the back of a long line to get THEIR “error” corrected. Buyer beware. In Puerto Rico you’re much better off going with either Alamo, National or Enterprise instead.

I like the costumer service! No Dramas at all.

First off .. prices jump around from email, to app, to representative . Avis rep clicked on me after me solely trying to get clarification on prices. Secondly, full price for rental is not stated. If your quoted 300, as I was, expect to pay PR tax as well; Well above 10%. Quoted Rental realistically would have been %40 more.

Insane long wait here

Great service, very helpful

Dirty car. Broken tail light. Fast service though

I usually never write reviews, but I feel compelled to write this since I wouldn’t want anyone to go through what my family and I went through.We reserved and prepaid our rental months prior to our trip.When we arrived on Christmas Eve at 4:00am after traveling all night with a 10 month old baby and my nine year old, we were told that they didn’t have any cars available.When asked if we had any other options. Miguel the man in the counter just told us to wait for the manager. We waited for hours and there was no manager in sight. No explanation, no apology just a “ He will get here when he gets here just deal with it “.If AVIS cares anything about it’s customers. They need to immediately change the way this facility is doing business. The only reason why this place is probably still around is because it’s close proximity to the airport. The employees are rude, they belittle you and treat you with no respect. They take no ownership, give no solutions and when you’re in a different country with a crying baby this is truly the worst experience a family can go through. At this point we were waiting for over 4 hrs. When asked, we were told that they had Jeeps available but a person named Ortega had to give the ok in order for us to have the car and that was obviously not done.We asked Miguel several times if he can call his manager. His response “ He will eventually get here “.When the manager Manuel Paga finally arrived. He was arrogant, offered no apology, never addressed us and he seemed upset that he had to come in to work.I’m sure Avis has no idea this is how this location is treating its customers.Avoid this facility. The worst experience ever! Just look at the ratings. Truly unacceptable.

Technically Budget, but Budget and Avis are the same counter and essentially the same company. Easy process. Decent price. We reserved a midsize car and received a Mitsubishi Outlander. Great car, pretty much brand new.

I have been standing in this relatively short line since 3:20am. Its now 4:16am. I have been 7th in line for nearly 20 minutes. There is ONE employee working, and he is WALKING AWAY for minutes at a time each time a new customer checks in. The DMV on a Friday afternoon at the end of the month runs a million times more quickly and efficiently than this. If this is how Avis does business, I wont be renting from them again, anywhere.

One star because my vehicle was clean and in good condition. No additional stars because I had to wait an HOUR to get my car and I had a preexisting reservation. I was one of many who waited that long. Aviss excuse was that it was a busy time. I did not find that to be acceptable. When Avis asked me for a review post-rental, I reported the problem I had. All they said was sorry. Be careful about extra charges explained in their fine print. Mine reached nearly $100, including an airport reconstruction fee and tolls that I did not even recall going through (and some that I paid for even though I must have had a pass in the vehicle -- Avis never told me this and it was not obvious). I wont book through Avis again because of my poor experience here. Avoid!

Unbelievably slow. Only two people working with a line of forty or so. Why cant they add more staff??

Long line im guessing due to distancing and guidelines, but overall good experience.

Was just screwed over by the guy at the front desk. I am under 21 which usually means i cannot rent a car. However, being a USAA member that requirement was waived and I was able to reserve a car. After even checking and confirming we were allowed to rent with AVIS corporate, we were dismissed by the man at the front desk. He didn’t care that we already made a reservation and were eligible. He was unaware of the USAA policy and even after I had corporate on the phone talking to him he refused to rent us and sent us on our way. Now were stuck in the airport and now know never to use AVIS again

This is a real time rating. I’m Currently waiting for the car I rented. I’ve been in line and waiting for the car for close to 45 minutes now. There’ was one person working at the desk and one person getting cars. There are 12 other people in line. Suuuuuuuuuper inefficient

NOBODY answers the phone. Lost an item? Its gone. Trying to ask a question? Not possible. Took an HOUR to get our car, waiting in the parking lot. Terrible experience, use another service