NHTSA complaint #11657128

Owner complaint summary

Letter sent to AVIS after the incident: The image included is an example and not associated with incident Concern Regarding Recalled Rental Vehicle - Avis Rental Agreement [XXX] Dear Mr. Tucker, I am writing to share a concerning experience my wife and I had with an Avis rental. We rented a Chevrolet Pacifica Hybrid for a drive from Atlanta to Chicago. About an hour into our trip, the vehicle displayed a warning message: "Stop Safely. Vehicle will shut down soon." Following the instructions, we immediately pulled over, activated our hazard lights, and called Avis emergency roadside service while consulting the owner's manual. We then decided to move to a nearby gas station parking lot for safety. While still on hold, we researched the warning online (see link) and discovered it was a known recall for our vehicle. The recommended temporary fix—turning off the car, opening and closing the driver’s door, and restarting the engine—allowed us to continue. However, the warning appeared three more times during our trip, requiring us to stop and repeat the process. Though we managed the situation, it caused unnecessary stress and could pose a serious risk for other customers. After 15 minutes on hold, we disconnected from emergency road service as we no longer needed assistance. We called back later to inquire about switching vehicles, but chose to continue rather than delay our trip even further. This raises important questions: Why does Avis place vehicles with outstanding recalls into its rental fleet? What is Avis’s general approach to managing manufacturer recalls? If such vehicles are rented, why not inform customers in advance and provide a workaround? While I have contacted Avis/Budget about customer service concerns in the past, this is a safety issue. I urge you to escalate this matter to your management team and clarify how Avis plans to prevent similar situations. I would appreciate a formal response outlining your approach to recall management. INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)