Avis Budget - Gurnee, Illinois IL 60031 - Gurnee Mills

This is my first time renting from this specific location and I rent cars for all my business or pleasure trips. About 8 times a year. Never had any issues with Avis/Budget until now! Do not rent from this location, they are definitely not professional and have no regard for anyone. During this pandemic they are ruining my family’s trip due to negligence on their behalf. On top of negligence they assume no responsibility and didn’t even offer so much as an apology for ruining our trip by not having our car ready as confirmed over a month ago! Here’s what happened: I reserved a 12 passenger van for a family of 8 to travel to California in. I received several confirmation emails leading up to pick up date. I also had a missed phone call with voicemail from Ash, the gurnee store manager, telling me to please call to confirm otherwise we wouldn’t have a car today. He called yesterday at 4pm and said they’d be closing at 6pm. So I had two hours time to call back. I called and no one answered. Instead there was an automated Avis answering system that prompted me how to confirm my reservation. At 5:10pm I received a text message confirming my reservation was all set for pick up today. I had a funny feeling this morning and decided to give them a second call just to double confirm everything was set. The man that answered, “Chris”, didn’t even ask who I was or for a confirmation # and immediately said that “unfortunately” I didn’t call back to confirm on time so they didn’t have a 12 passenger van. So when I asked how long would it take to get a van he said few days. So how does calling me 2 hours before closing the day before give them enough “time” to get my car ordered?! Sounds to me like negligence on their part. Either way I see it they are unprofessional and lazy people. Plus if I called back 50 mins before closing and confirmed it through their Avis answering service then my part was done! I have texts and emails to prove I called within the time given to confirm. His excuse was that due to the pandemic these are new measures they’re taking. Complete asshole response. Never received an I’m sorry. The guy even told me to just called customer service to complain to them and to have a nice day before he hung up! I will never recommend Avis at Gurnee until they switch store owners/managers, whatever. I send them a lot of business for my fellow colleagues and will ensure that Abbvie employees know the horrid service I received!