ComplaintsforBudget Rent-A-Car

• Initial Complaint

  11/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a car from Budget from 10/10/24 to 10/16/24. I paid $357.80 as the agreed-upon total price. Weeks later, I noticed an additional $125 charge from Budget. I called their customer service and was told the extra charge was a "cleaning fee." They sent photos of front seat floor mats with a small amount of visible sand--nothing that couldn't be easily removed by a routine vacuum. In my experience, a little debris from foot traffic is ALWAYS present after use, unless you vacuum the car yourself before returning. I asked to speak to a supervisor who said the charge was valid, since the contract specifies the car must be returned in the same condition. I have never (in decades of renting cars around the world) had such a stipulation interpreted as requiring pristine floor mats. I am disputing the $125 cleaning charge and would like a refund for that amount.

  Customer response

  11/14/2024

  Here are the answers to the questions you posed:

  1. Reservation number: 796784483

  2, Renter's name: ***** *******

  3. Location: Budget, *************************************************************************************************************************************;    (phone: ************)

  4. Date of rental: Oct. 10, 2024 - Oct. 16, 2024

  Business response

  11/14/2024

  BBB# ********

  Budget case #  69096935

  Rental # U796784483

  Your file referenced above to the BBB has been forwarded to our office for review and reply.

  We have reviewed your rental and notes from your case.  Based upon the information you provided and the findings of our internal investigation, we have refunded the cleaning fee billed on your rental.  The credit issued to your **** card will post to the account within 3-5 days.  We apologize for the inconvenience this matter has caused.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs. 
  
  Sincerely, 

  Budget Response Coordinator 

  Customer response

  11/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had prepaid for a car rental, the voucher was not valid so had to re-book. A new booking was made for pick up on Aug 27, 2024 at ***** from ************ (same as the original booking) confirmation number 08614842US5. The amount was for $535.67, they agreed to honour the original amount paid. The amount I was charged was $1029.59 - when I queried this the lady in the office said that the difference would be refunded, it hasn't been. When I finally had internet access I saw that 2 emails for the same rental, same car, same pick up drop off point etc had been raised within 3 minutes of each other - one at ***** for $535.67 and the second at ***** for $1029.59. The second was on exactly the same booking reference and all details the same, only the charge was different. I have contacted Budget/Avis numerous times both via web chat and email and have raised a complaint with them but have had no response to that. I am very disappointed with their lack of customer service and no explanation how the rate charged changed so significantly with no prior notification. I expect them to honour their own agreement and refund the difference of $493.92. I have copies of all the booking emails and complaint emails if required.

  Business response

  11/13/2024

  
  Budget Case: 67509679
  Rental Agreement: U724858525
  
  Regarding the aforementioned BBB Complaint ID: ********, thank you for allowing us to address your concerns.
  
  We're sorry that you received a service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. 
  
  We have reviewed your case and found that a credit adjustment of $418.50 has been made to the MasterCard ending 1380 on November 12. We believe this resolution is fair given the circumstances, and we apologize again for the trouble you experienced 
  
  Budget looks forward to serving you more efficiently in the future. 
  
  Sincerely, 
  
  Response Coordinator
  Avis Budget Group******

  Customer response

  11/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My last car rentals have been returned full of gas with a receipt and hand. I have confirmation from the individuals who checked this most recently today on November 9, 2024. Her name was *******. I have her on video stating that the car is full of gas and there are no additional charges. However, every time I get billed for a tank of gas. Budget says that because I drove the car less than 20 miles they automatically charge for fuel. Even though I fill the car up full and provide a gas receipt. I put app 12 miles on this car. To me this is fraud and unacceptable business practice. I have videos and gas receipts for each and every time I have returned the cars at this location.

  Business response

  11/14/2024

  BBB #: ********
  Case: 69080097
  
  Dear ******* ****, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Budget values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Per the rental terms and condition If you dont choose the ************ Option and you bring the car back less than full, youll pay a fuel service charge. If you drive 75 miles or more, depending on whether or not you bought fuel during your rental, this charge will be a per-mile or per-gallon rate and will be stated on your rental agreement. At most locations, if you drive less than 75 miles, an automatic USD $17.99 EZFuel service charge will be applied, which can be avoided if youve purchased fuel and provide us with a receipt.
  
  To view this policy on our website you can view the below link:
  *********************************************************************
  
  Based on the details you provided we have removed the fuel charge from your rental, this is a total credit of $23.10. Please allow up to 10 business days for this refund to post back to the credit card on file. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  11/14/2024

  I agree that this policy is posted on the rental agreement. However, they also inform you that if you provide a receipt of fuel that they will not charge your card this fee. I have provided said receipt during my last four rentals and yet have always been charged this fee. I even have a video of ******* (the Budget service person) with the receipt from my last rental. Yet we continue to be charged. I would like to know why this is the case. IF they are going to continue to charge folks then that needs to be clear..... I have gotten the charges dropped but only after over ***** minutes on the phone with someone who barely speaks English. 

  Business response

  11/14/2024

  Complaint ID: ******** 

  Budget Case: 69080097

   

  Mr. ****, 

  Feedback such as yours enable us to target areas of improvement. In researching your rental history we understand you rent mainly from the ****************** facility. Your comments will be passed on to the operations management to review with instructions to maintain service standards. 

  We appreciate your taking the time to apprise us of the experiences. Only by being made aware of an issue can we address it. 

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

  Customer response

  11/14/2024

  Business
  Most Recent Message
  Date Sent: 11/14/2024 3:31:44 PM
  Complaint ID: ******** 
  
  Budget Case: 69080097
  
   
  
  Mr. ****, 
  
  Feedback such as yours enable us to target areas of improvement. In researching your rental history we understand you rent mainly from the ****************** facility. Your comments will be passed on to the operations management to review with instructions to maintain service standards. 
  
  We appreciate your taking the time to apprise us of the experiences. Only by being made aware of an issue can we address it. 
  
   
  
   
  
  Regards, 
  
   
  
  Customer Resolution Coordinator 
  
   

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Nov 2nd, 2024 I had picked up a rental car with the reservation pick up time as 930am. I had initially paid in advance for this pick up in full for $47.55. On November 3rd I had returned the car at 952am.I was not provided any sort of receipt upon return. I had returned the keys to the counter and was told I was good to go. Upon returning home, I had received a receipt via email for an additional charge of $113.63. I had called customer service, was transferred 3 times, and waited on hold for over 2 hours of my time, just to be told there was a charge for a "select & go" and an additional day for a late return.I asked the representative on the phone to please review the contract that I had signed and show me where I had signed for a "select & go" option. The representative on the phone could not find it. I also asked the representative on the phone to review their Return Car FAQ policy which states "Yes, Budget offers a 29-minute ***** period for all rental car returns. This means that all vehicles returned within 29 minutes past the 24-hour window will be accepted without additional fees.". I was told the car was returned at 10:18am, however, I was at my house by 10:18am. So this is absolutely false. I had asked the representative to please review their video recording that I had dropped this car off at 9:52am, and I was told this is not possible.I am now requesting not only a refund of the total amount of $161.78 but an additional $500 for each hour that I have spent fighting this case for this fraudulent charge. Budget Car Rental Case # ******** In addition to this, when I called back today (Nov 9th) I was told that they require additional information to review the return time of the car, and there was an email sent out to me...however, there was never an email sent out to me.

  Business response

  11/13/2024

  BBB #: ********
  Case: 68927903
  
  Dear ******* ******, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Budget values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Our records show that our **************** Team has issued a refund of $76.04 back on your rental. Please allow up to ************************************************************************************ 1009.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  11/14/2024

  I am rejecting this response because: 

  Hi there,

   

  I greatly appreciate the help with this.

   The $***** is not the full charge that they had charged me. Once again, they are saying I returned the vehicle at a different time than I had returned it. This is fraud. Even though they are now refunding me the ***** for the select and go I never purchased, this is too fraud. 

  I have also now requested a copy of my rental agreement which they have never responded to. 
  

  I am asking for a full refund and more for the time I have wasted chasing down a refund that I should not have been charged to begin with. 
  

  best,

  damoon

  Business response

  11/14/2024

  BBB #: 22535116
  Case: 68927903

  Thank you for your reply. 

  We have reviewed your rental and notes from your case.  Based upon the information you provided and the findings of our internal investigation, we have refunded the amount billed over your prepayment.  The credit issued to your **************** card will post to the account within 3-5 days.  We apologize for the frustration this matter has caused.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.   
  
  Sincerely, 

  Budget Response Coordinator 

  Customer response

  11/14/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Budget Conf # ********US5 ***** October 2024 ******************, ********* Using ****** Travel, we rented a car from Budget at ****************** from ***** October 2024. On the ****** rental confirmation, Budget quoted Taxes and Fees of $223.19 [see ****** confirmation]. When we picked up the vehicle on 11 October, we agreed to Budgets fuel service option and E-Toll service option [see Budget receipt, Optional Products/Services], both of which would add costs to our total rental fee. When we returned the vehicle on 20 October, as expected we were charged $104.93 for the ***************** ($37.74 for 9.9 gallons of fuel and $67.19 for the E-Toll service). OK. But we were also charged an additional $90.04 for a variety of items that were not disclosed on the original Taxes and Fees quote or at the time of vehicle pickup. One of these extra phantom charges was $60.22 for Fuel Purch Opt [see Budget receipt] which the Budget Terms and Conditions policy specifically says they will NOT charge if the fuel service option is selected at pickup [see ****** confirmation] as we did.Another mysterious item was a $54.00 Customer Facility Chg 6.00/D. What facility? We were in a rental vehicle the whole time. And how about a $83.55 *****% Concession Recovery Fee? What does that even mean?Bottom line, we were quoted $223.19 in Taxes and Fees, plus our chosen options of $104.93, for a total taxes and fees of $328.12. Instead we were charged $418.16 in extras [see Budget Oct 20 email]. Thats $90.02 we overpaid.All of these taxes and fees were known to Budget when they provided the rental quote through ****** Travel and when we picked up the vehicle. So I can only conclude that their overcharging us was at best very deceptive or at worst behavior bordering on fraud. At the very least, we would like a refund of $90.02 from Budget.

  Business response

  11/07/2024

  BBB #: ********
  Case: 69034000
  
  Dear ******* ******, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Budget values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Based on your signed rental agreement you did agree to the unlimited toll (TOL) for $104.93 and the gas service option (GSO) for $57.18, the rental agreement shows that taxes and fees are associated with these charges bringing your estimated total to $954.26. Based on this we have adjusted $3.58 from your rental to honor this rate. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  11/08/2024

  I have reviewed the business response and accept this resolution. 

  Unfortunately, we are accepting Budgets explanation of the extra costs on our car rental. I say, unfortunately, because we are not one bit happy. In particular, the whole E-Toll convenience fee thing is particularly annoying. Being non-New Englanders (and with no toll roads !), we have no experience with e-toll devices. We did not know at the time of the rental that Budgets terms and conditions allow for no [E-Toll **************************** charges if E-Toll is NOT USED during the rental period (capitalization in original). We were not in ************* for 7 of our 9 rental days. If we had known how to turn-off the device those 7 days, we would have only been charged $29.98 + taxes for the e-toll service, saving about $75.00.  Obviously we were not clear on this provision; the counter agent didnt ask and we didnt tell. Our mistake.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Budget rental does bait & switch with their rental reservations. I had a reservation for a premium SUV that I made using ****** travel. Prior to traveling, I called Budget a couple of days before travel and confirmed that my reservation is good and I will have the booked class vehicle available upon arrival. That ended up not being the case. Upon arrival at the counter in ***********, I was told all the vehicles in the premium SUV class were under recall and none available. I was disappointed but accepted the reason to avoid any escalation as the counter person was overworked (big line of customers) and was in a very bad mood. He offered me a mini van but the pricing remained the same as the premium SUV. Since I wasn't given any other option, I had no choice in the matter. But requested that they reduced the price since I had an earlier van reservation for a much lower price which I cancelled after calling and confirming that the premium vehicle was going to be available. The counter person couldn't care less. There was no one else I could make the case to at the agency and we took the van and left. The next day, I called customer service to report the issue and they told me that they are not able to do anything about it. They also said, I could have just refused and rented from someone else. But I had no such option as it was 10PM already and any other rental, last minute, would have been significantly higher price. Upon further insistence, they offered that a manager will call me back to discuss further but no one ever called me back. In conclusion, this was clearly a bait and switch operation and I will never rent from Budget again. I would like Budget to refund me the price difference between my earlier van reservation cost and the Budget Premium SUV reservation cost. And I need the refund in credit card refund or check rather than a discount for next rental.I have attached the earlier Van reservation and the premium SUV reservation documents.

  Business response

  11/07/2024

  BBB# ********

  Budget case # 68905194

  Rental # U796842126

  Your file referenced above to the BBB has been forwarded to our office for review and reply.

  We  have reviewed your rental and notes from your case.  .  Based upon the information you provided and the findings of our internal investigation, we have adjusted your bill to reflect the vehicle you were assigned.   your rental.  The credit issued to your **** card will post to the account within 3-5 days.  We apologize for the inconvenience this matter has caused.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs. 
  
  Sincerely, 

  Budget Response Coordinator 

  Customer response

  11/09/2024

  I have reviewed the business response and accept this resolution. Thank you BBB for facilitating this. 

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a car through the Budget app and indicated I wanted no optionals. When I arrived at the Budget desk to pick up my car in *******, the desk attendant asked if I wanted any extras and I said I would be using my own car insurance, no extras. The desk attendant then went on to say that there would be a hold put on my card in case if accident. I asked if the hold would drop off and he said yes, after the car is returned the hold would be removed from my credit card. I *********** forward a week and I check my credit card and see that there is a credit card charge from Budget. I called Budget asking about this additional charge and was told that I had signed for optionals. I explained that I had told the desk attendant that I had not wanted anything in addition to my car rental and that I was told there would be a hold on my card that would drop off once I returned the car. That was all, I did not want anything extra. She said she would submit a refund for an amount $20 less than the full amount due to airport fees. I said that was fine.3 days later I didn't see a refund yet so called Budget again and was told my refund was denied because I had signed saying I agreed to the optionals. I again explained that I had told the person at the desk that I had not wanted anything extra and that I was explained that the hold would drop off my card. I had not agreed to any optionals. She then said she could try to refund me a portion of it, not the whole thing at which point I asked to speak to a manager. I was put on hold and waited ***** minutes without response before hanging up.

  Customer response

  11/05/2024

  Budget fully reimbursed me on 10/27 

   

  Business response

  11/07/2024

  Budget Case# ********
  Budget Rental: 770376202
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********.
  
  Budget values our relationship with travelers and always strives to do the right thing. We apologize for any inconvenience this matter has caused.
  
  We have reviewed your Complaint and the notes from your case. Based upon the information you have provided and the findings of our internal investigation, on October 27, 2024 we had processed an adjustment to your rental. A credit of $279.82 was issued to the **** card ending in 6064. 
  
  Please accept our apologies for any inconvenience this matter has caused you. 
  
  If there is anything further, we can do to assist, please do not hesitate to reach out to us.
  
  Sincerely,
  
  Customer Advocacy Response Coordinator 
  Escalation Team 
  Avis Budget *********** 

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 10/16/24, I rented a vehicle from Budget Car Rental at the DEN. They did not have any cars the I requested, so I was upgraded to a mini van. The mini van issued to use was filthy. There were leaves and Sun flower seeds all over the van. The were hand prints and stuff on the seats. I didn't have time to return it. I returned the van on 10/19/24. So I called the company and I was told that I would receive a 1 day rental refund. I was told to contact the customer service on Monday, 10/21/24 to finalize the refund. When I called, I was told that the van had not been cleared (should have only taken 48 hrs) so it would take another 5-7 business day. I was told that this was unusual and should not have happened. My $200 deposit on the van was still being held because the location had not cleared.

  Business response

  11/05/2024

  Budget Case: 68510682
  Rental Agreement: U798435201
  
  Regarding the aforementioned BBB Complaint ID: ********, thank you for allowing us to address your concerns.
  
  We're sorry that you received a service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. 
  
  We review your case and see you were given a $121.76 credit adjustment as a result of your overall experience with Budget. We believe this resolution is fair given the circumstances, and we apologize again for the trouble you experienced 
  
  Budget looks forward to serving you more efficiently in the future. 
  
  Sincerely, 
  
  Response Coordinator
  Avis Budget Group******

  Customer response

  11/05/2024

  I have reviewed the business response and accept this resolution. Budget Rental Car (**************) did an excellent job in responding to my complaint.  I am satisfied with the result.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Budget car # ******** ***** CR-V front wheel drive although on paper is 4X4 or AWD ?When car was picked up the key fob was low on battery and associate from budget told me no problem it will be all fine.The following is the most important part of our complaint. Toward the end of our rental agreement noticed front tires are completely missing tire treat , this would of greatly endangered us driving on rain or wet road conditions. It was a great mistake from BUDGET car rental to send us of the road with tires that are not legally fit to drive.Customer care associate was not properly trained to execute her job properly.Not professional in speech and conduct.

  Business response

  11/05/2024

  BBB# ********

  Budget case #  68756891

  Rental # U778188843

  Your file referenced above to the BBB has been forwarded to our office for review and reply.

  By way of explanation *** takes pride in providing our clients with a well maintained vehicle.  We apologize that the vehicle to which you were assigned did not meet this standard. We regret that we could not have arranged a vehicle exchange during your seven day rental.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions.  Due to the anxiety this caused our **************** team discounted the rental. Credits totaling $170.53 have been issued to your **** card.  The credits will post to the account within 3-5 days from the processing date.   

  
  Thank you for giving us the opportunity to address your concern.
  

  Sincerely.  

  Budget Response Coordinator 

• Initial Complaint

  11/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was insulted at the ticket counter. The agent provided horrible customer service and insulted me. *******.

  Customer response

  11/01/2024

  I tried to contact the business via telephone and was told we get a lot of complaints.  
  

  I was told the company doesnt have a way to communicate issues or complaints.

  I also attempted to contact the manager and received no response.  

  Business response

  11/05/2024

  BBB# ********

  Budget case #  68443671

  Rental # U901040254

  Your file referenced above to the BBB has been forwarded to our office for review and reply.

  At Budget ********************* one of our core values is to treat customers with professionalism and  respect. We are disappointed to learn that you were not treated courteously by a representative representing our brand. Be assured a report with your comments has been recorded and sent to the responsible operations management to review and take corrective actions to prevent a future recurrence.
  
  Thank you for your valued feedback and for giving us this opportunity to be of assistance to you.

  Sincerely,

  Budget Response Coordinator 
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩