Our reservation was booked a year in advance at an off-airport location for 6pm. Their office closed at 6pm. They didn't call ahead to let us know, or even answer their phones from 5:30pm on, as we were trying to come up with a solution once we landed. We eventually went to the Avis location at the airport and they gave us a price quote for more than double our original reservation. We understand that the airport is more expensive, but that was out of our price range, so we asked to cancel our reservation. The agent at the airport said that's not a problem, and we wouldn't be charged anything. 3 days later we get a charge for cancellation from Avis. The first time we called, the rude agent at this location told me "I'm very busy with customers" and wouldn't offer to help. The second time we called they said they never charged us, which is weird because my credit card statement says otherwise. Zero help in resolving the issue.