ComplaintsforBudget Rent-A-Car

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a car from 11/23-11/27 I was not advised of any special conditions for tolls, upon my trip the tolls were closed not allowing me to pay for the tolls. As well as one of the tolls that I could pay advised the transponder in the car was charged. The transponder was never opened and shouldn't have been charged. I returned the car inquired about the process for the tolls, was given a number and told to call. Called the number and was told I would be charged a fee of $5.95 each day, plus the toll and it would be taken from my credit card on file. And that I should have been advised when I picked up the car ( I was not) I would have opted to pay for the transponder. I also asked if i could be provided the amount prior to and was told no they will send me a bill after they charge my account. I was also not given the receipt the day of return and was told it was be emailed to me. It was then I noticed a almost $20 charge for fuel when the car was returned on full ( as i pumped the truck would not take more fuel) also I should have been advised before I was charged (as if per their standards it was not full I could have tried to get more fuel). Again I was never told or explained the procedure for paying tolls or advised I would be charged an additional fee for gas when I was standing right there, I was not provided a receipt and only found out after I was charged when I received the email later in the day.

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/12/03) */ BBB CASE#: XXXXXXXX Budget case# XXXXXXXX Rental # XXXXXXXXXX Dear ***** **********, Your file referenced above to the BBB under case#XXXXXXXX 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 fuel charge and user fee to the toll transponder billed on your rental. A credit of $39.28 has been issued to your American Express account. The credit 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 and coaching. 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

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 11/08 I picked up my rental car in Cleveland, OH. The counter agent cancelled my reservation and made a new reservation for me to get a better deal. However, I got charged $50.00 for not cancelling my reservation within 24 hours. Budget staff cancelled that! I was however refunded that charge when I contested that the counter agent did that at time of pick up. BUT THEN, when I got my final bill, there was $300 in additional charges over the agreement I agreed to. It took days to get through to customer service. I was told that this was an "unauthorized return location fee". I picked up my rental to by the Cleveland Airport and returned it by the Cleveland Airport. At the time of return, I actually went into the Budget location and spoke with the desk agent. They graciously accepted the car back and even had a staff member shuttle me to the Airport. At no time did any staff mention that I should have dropped the rental off to any other Budget location. Nowhere in their Rental Terms and Conditions does it give a "unauthorized return location fee" amount. It just says "specified by us". An unspecified and improperly disclosed $300.00 fee is unacceptable and unethical. I would like refunded $300.00

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/12/03) */ In regards to the aforementioned BBB complaint case ID# ********. Ms. **** confirmed reservation to pick up vehicle at the Cleveland Airport and to return the vehicle to the Cleveland Airport at an assigned rate. When the contract is signed she is saying that she fully understand what she have signed and initialed on the documents creating a rental contract and contained within this contract is the terms and conditions which states that the car must be returned to the agreed returned location as specified on the rental document. If return is indicated to a location other than the location where her rental commences, she may have to pay a "one way service fee". If she should return the vehicle to a different location from the agreed return location without permission, she agrees to pay the "unauthorized return location fee" specified by us. If this fee is higher by multiplying normal mileage rate by distance between renting location and actual return location as specified on the return document/return record, she'll pay the higher fee, and she also understand that a different or higher rate may apply. Based on this information the charges was correctly rendered and no refund is in order. However, in the spirit of customer service we have reduce the one way fee. A credit of $270.00 has been applied to the **** card ending in **** that was used for the rental. Please allow 3-5 business days for the processing of this refund. Sincerely, Budget Customer Service Escalation Team Avis Budget Group Consumer Response /* (2000, 7, 2021/12/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) This refund is not for the whole amount of refund requested. However, I will accept the is response. Thank you.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pre-paid for a rental online nearly a month in advance. Arrived the day to pickup and they do not have enough cars or employees to service their customers. When I arrived the line of customers standing (outside) had been their two hours waiting for a vehicle. I was told first to go inside and check in. I did, checked in and was told I had to pay the additional amount. Concerned I wouldn't get a car at all I had no choice but to agree to the additional fees. I was then told to wait at his counter as it would be quicker than going to the line outside. He started helping other customers at other desks. Each time he passed me he refuse to look at me or respond to me trying to get his attention. After 45 minutes he finally, rudely, said I should just go out to the other line if I dont want to wait there. Now, after 45 minutes, I have to go start over in another line. After another hour I get a car and exit. No ********. I called Budget and was told I would have to drive to a budget office to resolve. No thanks, not after then experience. Instead I called ******** and paid for a subscription which was subsequently canceled after the return of the vehicle. I completed my trip and returned the car with a full tank of gas. After reviewing the additional charges I was required by the agent to pay I see that two of them are for gas and Sirius radio. The radio didn't get Sirius and the car was returned with a full tank. I have receipts for both. I also had rental insurance, which was the last charge and never discussed. I am requesting the additional charges be returned to me and action be taken towards the employee who used a crisis in their waiting room to extort me for additional fees in order to get a vehicle that had already been reserved. Rental Number XXXXXXXXXX

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2021/12/03) */ In regards to the aforementioned BBB complaint case ID# XXXXXXXX. We have reviewed your Complaint and the notes from your case. Our records indicated that your reserved rate was honored. The counter product added charges was for the acceptance of our loss damage waiver, Gas Service option. Our Budget locations are obligated to practice sound ethics and business practices and they are trained to review the terms of the agreement and advise customers of their responsibility and obligations while the vehicle is on rent. Please be assured it is not a practice of Budget to charge for a product that is not wanted or needed, the decision of course is left up to the customer. Unfortunately, we are unable to verify the nature of the conversation at the counter. As such the rental documents are the best evidence of what you agreed to at the time of rental ( Please review signed rental agreement). We value its relationship with our customers but the rental transaction does bring with it certain duties and obligations including understanding that by signing the rental contract you have entered into a binding contract of your own free will and contained within the contract that you have initialed and signed " I have received, read and hereby agree to the terms and conditions and the total rental charges of this rental agreement. Upon review of the rental details our records revealed that On December 1st and 2nd a refund of $71.07 and $20.11 has been adjusted on your rental, making total reimbursement amount of $91.18. Please allow 3-5 business days for the processing of these refunds. Please accept our apologies for any inconvenience you have been caused. Thank you for giving us this opportunity to be of assistance to you. Sincerely, Budget Customer Service Escalation Team Avis Budget Group Consumer Response /* (3000, 7, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Business hides behind a "contract" which I was required to sign while waiting 2 hours for a car I had already paid for. Had no option but to agree to additional charges or leave without a car need to travel cross country the next morning. Guess it would be too much work and effort to actually investigate the issue and provide a thorough explanation of why I was required by the agent to accept these terms in order to receive a vehicle that was already reserved/paid for. Minimal effort to get a resolution was provided here, instead a form that says "they agreed to it" as if I was provided any other choice. Business Response /* (4000, 11, 2021/12/17) */ Unfortunately, we are unable to determine why the agent would advise a customer that they had to purchase our coverages, as stated in the previous response all our coverages are optional. However, I have forward a copy of this report to the operational manager that is over this area, with instructions to bring the rental agent within whom you spoke into compliance with our standards. A refund for the (LDW) coverage in the amount of $69.98 plus taxes and fees has been adjusted on the rental. A credit of $88.06 has been applied to the **** card ending in **** that was used for the rental. Please allow 3-5 business days for the processing of this refund. Once again, please accept our apologies for any inconvenience you have experienced during your rental. Sincerely, Budget Customer Service Escalation Team Avis Budget Group

• Initial Complaint

  11/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My family rented a car through Budget for our weekend. I prepaid for the car before we got to Los Angeles. When we got home there was a charge on our card for another $325.69 on 11/29 which is completely unacceptable, especially after the experience we had at Budget! After getting off a very long travel day with a 3 year old and an 8 month old, we were exhausted and just needed our car to get to our destination. Instead of an easy experience, Budget assigned us a car (after a 45 minute wait) that we had to walk to the back of the parking lot with bags, two kids, and two car seats, only to find our car driving away by another customer. My children and I had to wait in the parking lot, while my husband had to spend another 30 minutes trying to sort this out. He finally came back with another car and we hooked up the car seats (which I'm not 100% sure are safe or legal for that matter), and attempted to exit the parking lot. When we got to the gate, we were told our car was assigned to someone else, yet again. The Budget employee worked it out for us and kept us in that car; however, this experience was 100% beyond frustrating. Then to find we were charged an extra $325.69 put us over the edge. When I rented the car, I elected to have the car and two car seats, nothing else. There should have been no extra charges! We want a refund of $325.69. I'm not sure what games were played at the counter where charges were added to our account, but they are 100% unacceptable. We were exhausted and put through the ringer with the disorganization of the Budget system. We are fine paying for our car as we agreed to before the trip, but extra charges are just not okay. I also attempted to call Budget to have this resolved over the phone, and was put on hold for 30 minutes. When I asked for a call back, I never got one. I have two kids and no time to waste trying to take care of this because of poor organization. This entire experience has been absolutely terrible.

  Business response

  01/03/2022

  Business Response /* (1000, 10, 2021/12/03) */ In regards to the aforementioned BBB complaint Case ID# XXXXXXXX. We do appreciate the time you have taken to bring your rental experience to our attention. Reports such as yours are most appreciated, since they help us target and correct areas of service which might be improved. Unfortunately, we are unable to investigate the matter you have described with the information provided. All records are kept by the reservation number or a rental agreement number; therefore, please provide the information listed below so that we may complete our investigation. You may feel assured that as soon as this information is received, we will give the matter our immediate attention. Thank you in advance for your cooperation. We look forward to hearing from you shortly. Reservation/Rental agreement Number ________________________________ Renter's Name ( If different then what is on complaint) ____________________________________ Rental location __________________________________ Exact Date of Rental _______________________________ Sincerely, Budget Customer Service Escalation Team Avis Budget Group Consumer Response /* (3000, 12, 2021/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Thank you so much for getting back to me about this matter. I apologize for not sending this information. Here is the information you requested. If you need more information, please let me know. Reservation/Rental agreement Number: XXXXXXXX*** Renter's Name ( If different then what is on complaint): ******* and ******* ****** Rental location: LA Intl Airport 9775 Airport Blvd. LA, CA 90045 Exact Date of Rental: 11-24-21 to 11-28-21 Business Response /* (4000, 14, 2021/12/09) */ In regards to the aforementioned BBB complaint Case ID# XXXXXXXX. We very much appreciate your taking the time to tell us about your recent experience. On behalf of our entire team, we sincerely apologize for the issue you had outlined in your complaint . What you experienced is unusual, and we are extremely disappointed that your rental experience with Budget did not measure up to your expectations. In the spirit of customer service a refund of $325.69 has been issued to the **** card ending in **** that was used for the rental. Please allow 3-5 business days for the processing of this refund. We are sincerely sorry for any inconvenience you experienced during your rental. We are working diligently to maintain our high service levels, and your feedback is valuable. By a copy of this report, I am advising appropriate members of management of this situation to help prevent any recurrences in the future. Sincerely, Budget Customer Service Escalation Team Avis Budget Group Consumer Response /* (2000, 16, 2021/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much for your help in this matter! I really appreciate how this was handled and the refund. Have a great day!

• Initial Complaint

  11/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Budget Rental Car incorrectly claims that I returned my rental car 13 days late to a city that is nearly 100 miles away from my home without a full tank of gas. They have made is extremely difficult to communicate with them and rather than take the time to request video footage from the drop-off location or request records of who was driving the car after I returned it, they simply continue to ask for 1 of 3 documents to "prove" I returned the vehicle. 1. Return Slip - I was never given a return receipt by the attendant. 2. Boarding Pass * I don't have a boarding pass as I didn't fly anywhere. I provided my **** receipt as that is how I was transported from the airport to my home after returning the car. It clearly shows the time and route that was taken, much like a boarding pass. 3. Mileage Balance Account - I don't have a Mileage Balance account. My original, 2-day reservation, booked through Chase Travel, was prepaid in full in the amount of $236.17 on 10/10/21. The reservation covered a pickup at SRQ/Bradenton International Airport on Tuesday, 10/12/21, at noon with a return by date of Thursday, 10/14/21, by 7 PM at the same location, SRQ Airport. I returned the car to the Avis/Budget rental car return area located across from the terminal at SRQ Airport on 10/14 after returning from Tallahassee, FL for a work trip. This occurred around 6:30PM. After giving the keys to the attendant (man with gray hair), I requested an **** back to my home. I provided the **** receipt with date, time, and route to Budget. Budget charged my credit card for $1,632.36 on 10/27, claiming I returned the vehicle to the Fort Myers Airport on 10/27 at 10AM, despite me being at home in Sarasota at that time. I've made many attempts to resolve this by phone and email between 10/27 and 11/2, but I've been met with nothing but long wait times, promises of a call from a "supervisor," and cookie cutter responses that offer no solutions to the problem that they have created. Please help!

  Business response

  12/30/2021

  Business Response /* (1000, 10, 2021/12/07) */ BBB #: XXXXXXXX Case XXXXXXXX Dear Mr./Ms. ****, In regards to the aforementioned BBB complaint case# XXXXXXXX, 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 upon the information you provided and the findings of our internal investigation, we have refunded the additional days billed on the rental. A credit of $1,632.36 has been issued to the account on file. 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 the opportunity to be of assistance to you. Sincerely, Avis Budget Group Response Coordinator Consumer Response /* (2000, 12, 2021/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I arrived at LAX on 11/26/2021. The person behind the counter named ***** told me I had to take supplemental liability insurance (SLI) I asked repeatedly was this something I was required to take, and he said yes. I did explain to him that I was not going to take any extra insurance as my credit card and personal insurance covered everything, yet I was again told this was required. I later found out it was not. I find this quite dishonest.

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/12/03) */ In regards to the aforementioned BBB complaint Case ID# ********. We very much appreciate your taking the time to tell us about your recent experience. On behalf of our entire team, we sincerely apologize for the issue you had outlined in your complaint . What you experienced is unusual, and we are extremely disappointed that your rental experience with Budget did not measure up to your expectations. We are sincerely sorry for any inconvenience you experienced during your rental. We are working diligently to maintain our high service levels, and your feedback is valuable. By a copy of this report, I am advising appropriate members of management of this situation to help prevent any recurrences in the future. Upon review of your rental details our records revealed that you have reached out to us on November 30, 2021 regarding this inquiry and a refund in the amount of $47.12 was applied to the **** card ending in **** that was used for the rental. Please allow 3-5 business days for the processing of this refund. Sincerely, Budget Customer Service Escalation Team Avis Budget Group Consumer Response /* (2000, 7, 2021/12/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Budget Car Rental Complaint Escalation Form - completed 9/24/21 Budget Case Number: XXXXXXXX I called to extend the rental # XXXXXXXXX on 8/25/21 and was told over the phone that I could Modify my rental to extend to 28 days with a return date of 9/22/21 at 11:30am. I was sent a confirmation of modification with reservation # XXXXXXXXX***. However, when I returned the rental car as per contract on 9/22/21 to Palm Springs Airport, I was told the rental car was "delinquent" because they could not locate the contract. I was suppose to be charged $1,109.73 for the extension on this car, but instead was charged $3.269.67 on my debit card account which was never authorized in the first place. Later on they dropped the charge to $2,596.97. I was sent a confirmation email of modified car rental agreement for XXXXXXXX*** on 8/25/21 for vehicle black Toyota Pruis Hybrid license plate number OR ******. I returned the car in good faith to Palm Springs Airport on 9/22/21 as per contract created via an agent at the Budget reservation number X-XXX- XXX-XXXX. I have attempted to resolve this problem for three days to no avail being told that they can't do anything about it because they "can't find the reservation". I am owed a refund of $2,160.05 to my **** ***** **** debit card. That number will be provided verbally when this matter is settled.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/05) */ BBB CASE#: XXXXXXXX Budget case# XXXXXXXX Rental # XXXXXXXXXX Dear Ms. *******, Your file referenced above to the BBB under case# XXXXXXXX has been forwarded to our office for review and reply. We have reviewed your rental and notes from your case. We apologize that your confirmed rate was not applied on your extended rental. We have adjusted your bill to reflect the correct total. A credit of $1,600.18 has been issued to your Visa account. The credit will post to the account within 3-5 days. 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

• Initial Complaint

  11/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I returned my rental Oct 7th, budget lost the car, then stole 6k on my cars for the time period they lost it. Now nobody will answer or call back for me to resolve the problem

  Business response

  02/01/2022

  Business Response /* (1000, 12, 2022/01/05) */ ****************************** Dear Mr./Ms. *********, 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 this matter has already been resolved. Thank you for giving us the opportunity to be of assistance to you. Sincerely, Avis Budget Group Response Coordinator Consumer Response /* (3000, 14, 2022/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) You may think it was resolved but matter of fact is I'm still -700 from the original starting balance after refunds. Whether you realize or not I would not be missing this 700$ had you not messed up my account. So no I do not consider this matter resolved. Business Response /* (4000, 18, 2022/01/19) */ ****************************** Dear Mr./Ms. *********, 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. We have issued an additional credit of $900.90 which brings your rental charges down to $501.20. Please allow up to 10 business days for this additional credit to post. Thank you for giving us the opportunity to be of assistance to you. Sincerely, Avis Budget Group Response Coordinator

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A. I rented a car with Budget from Oct 03,2921 to Oct 8, 2021.B. I returned the car on Oct 8 to the return location in Newark Airport.C. The car was inspected and released by Budget employee number ******. At time of return, the mileage on the car was 30027.E. On Nov 5, 2021 I received a letter from ********************************** telling me that I damaged the car and will need to pay $2,213.53 (see attached with all its attachment).F. As you can see on the attachments, the incident pictures shows that at the time of the report, the car mileage was 30029. This is two miles of driving AFTER I returned the car (that was inspected and released at 30027 miles.G. I explained all this to both ******** and Budget CS Escalation department but neither would remove this claim.1. I did NOT cause these damages.2. The car was inspected and released by Budget.3. The car was NOT in my possession and two miles later they attempted to blame me for a damage that I DID NOT do.

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/12/02) */ After further review this claim has been closed. The claim was closed on 11/30/21. A closing letter was mailed to *********** and a copy is attached to this response. Consumer Response /* (2000, 7, 2021/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am fully satisfied. I am glad getting BBB involved. Otherwise, I would still be dealing with this.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Novemeber 12th 2021, I was charged USD 480.70 for my car rental agreement #*********. The rental car was picked up at the General Mitchell International Airport on Novemeber 9th and dropped off at the same location on November 11th. The agreement should have included 2 days of car rental and a fuel service charge. I am disputing an additional One Way Fee charge and all related to to this charge fees and taxes for a total amount of USD 343.47 + tax. I have contacted Budget on multiple occasions and a case #******** was opened. I was requested to provide proof of the car being returned at the right location, which I did by email. I have provided my location history and Delta boarding passes for the flights that I had on November 9th and 11th. I was promised by *****, in his response to my email, that someone would get back to me in an allocated amount of time regarding this case, no one did and there have been no updates from Budget. Budget Case: ******** Reservation: *********** Rental Agreement: U*********

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/12/02) */ ************************************************************** Dear ***** *********, Your file referenced above to the BBB under case# 38087716 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, our Customer Service Team refunded the one way fee billed on your rental. A credit of $379.22 was issued to your **** account on November 18, 2021. The credit typically posts to the account within 3-5 days from the processing date. 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 Consumer Response /* (2000, 7, 2021/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund received.

*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. ↩