Facilityrentacar Avis 2

Terrible car (numerous issues) and terrible customer service (resulting in us paying ~$300 more than we should have).

In my opinion, they are practically criminal.

I rented a vehicle through Facility Rent a Car in Miami in October 2025. A USD 2,500 security deposit was charged at the beginning of the rental. I returned the vehicle on time, with no damages, and with more fuel than when I received it. Their own “Return Agreement” confirms that the car was returned in proper condition.

As of today, nearly six months later, the deposit has still not been returned. I have repeatedly attempted to contact the company, but communication has been evasive. Phone calls never reach a real person, and emails receive one initial reply followed by complete silence. I was even sent a “refund receipt,” but it contained no verifiable transaction information, and no refund ever appeared on my account.

Additionally, the vehicle I received was not the category I had booked. I reserved an SUV (Toyota RAV4 style), but was given a compact Nissan Kicks instead. This downgrade was presented as the only available option, with no adjustment or explanation.

After researching other customer experiences, it is clear that my case is not unique. Many customers report withheld deposits, unverified damage claims, lack of transparency, and difficulty contacting the company after the rental is completed. These patterns appear across multiple Facility locations, not just Miami.

I am actively pursuing the refund through formal channels, but based on my experience and the consistent reports from other customers, I strongly recommend avoiding this company.