BBB Business Review

Text Sizesmall medium large

This business is not BBB accredited.

Budget Rent-A-Car

Phone: (800) 331-1212 Fax: (918) 621-4803 View Additional Phone Numbers  


BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Budget Rent-A-Car include:

  • 1373 complaint(s) filed against business
  • Failure to respond to 37 complaint(s) filed against business
  • 42 complaint(s) filed against business that were not resolved
  • Business has failed to resolve underlying cause(s) of a pattern of complaints
  • Length of time business has been operating


Customer Complaints Summary Read complaint details

1373 complaints closed with BBB in last 3 years | 669 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 455
Billing/Collection Issues 258
Delivery Issues 114
Guarantee/Warranty Issues 49
Problems with Product/Service 497
Total Closed Complaints 1373

Additional Complaint Information

The customer experience and complaint history in this report is reflective of world wide corporate owned rental locations.

 

Due to the volume of complaints against this business, BBB reviewed the complaints and discerned a clear pattern to the allegations. The pattern regards the following:
1) The bulk of complaints received by BBB center around confusion with the terms of the contract. Specifically: - Consumer is rushed through the contract signing screens
- Business representative doesn’t explain explicitly what the fees or charges are for OR doesn’t explain that some of the fees/charges are optional
- “Optional” insurance is misrepresented as required
- Consumer have to “hunt” to find information on the website, such as cancellation fees and stipulations

2) Consumers allege confusion regarding the toll systems add the charges and fees associated with tolls, including exorbitant “admin fees”; business representatives do not adequately explain the toll pass options.

3) Consumers allege difficulty speaking with a representative; calls are not returned; representatives are unhelpful and/or rude.

On June 22, 2016, and July 7, 2016 BBB brought these concerns to the company's attention and asked the company to address the matter as well as provide steps it is actively taking or plan to incorporate in order to prevent future complaints concerning these issues.

On July 29, 2016 the business responded by providing the following statement:

"This will serve to respond to your correspondence of July 7 which has been forwarded to the undersigned.

Let me take this opportunity to thank you for providing your feedback.

We strive to provide sufficient amounts of information for our customers, all of which is on our websites and available to consumers prior to their rental.

We also take significant strides to train and retrain customer facing employees so they can address consumers concerns. In the event they misrepresent information they are counseled and/or disciplined up to termination.
In January of this year we introduced new rental jackets, which make basic issues a little clearer. However, there are other areas where language used may be taken directly from states statue.
We are indeed always looking to improve the delivery and content to consumers and are focusing on times prior to the rental.”

BBB will continue to closely monitor future complaints of this nature as well as work with the company in efforts to eliminate this concern.

 

 

Customer Reviews Summary Read customer reviews

26 Customer Reviews on Budget Rent-A-Car
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 25
Total Customer Reviews 26

Additional Information

BBB file opened: December 14, 1987
Business Management
Mr. John A Sellers, Customer Affairs
Contact Information
Principal: Ms. Connie Crawley, Senior Customer Service Representative
Business Category

Auto Renting & Leasing

Products & Services

This company states it offers car and truck rentals and moving supplies for trucks.


Customer Review Rating plus BBB Rating Summary

Budget Rent-A-Car has received 1.03 out of 5 stars based on 26 Customer Reviews and a BBB Rating of F.

BBB Customer Review Rating plus BBB Rating Overview
X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.