Business Profile

Auto Rentals and Leasing

Avis Rent A Car

Headquarters

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Complaints

This profile includes complaints for Avis Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,973 total complaints in the last 3 years.
1,674 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:05/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau,

On May 9, 2025, I rented a car from Avis at Fort Lauderdale Airport for 2.5 days, paying approximately $200. Upon arrival, I asked the front gate employee where to park my personal vehicle to pick up the rental. The employee instructed me to "just find a place anywhere to park your car, then go get the car you rented." I followed this advice, believing it was proper guidance.

On May 11, 2025, I returned the rental car at night, accompanied by my spouse, child, and substantial luggage. To my dismay, I discovered my personal vehicle had been towed. The tow lot was closed, leaving my family stranded. The Avis manager was unhelpful, repeatedly stating there was nothing she could do. This lack of accountability and poor customer service turned a routine rental into a distressing ordeal.

As a result, I incurred significant costs: $50 for an Uber to get home and $320 to retrieve my car the next day, plus additional related expenses. Avis’s employee provided misleading instructions, directly causing my vehicle to be towed, yet the company offered no assistance or resolution. This experience was not only inconvenient but financially burdensome and emotionally taxing for my family.

I request compensation for the $370 in direct costs, as well as the inconvenience and stress caused by Avis’s negligence. Their failure to provide clear parking instructions and lack of support upon my return demonstrates unacceptable service. I urge the BBB to investigate this matter and hold Avis accountable.

Thank you for your attention to this complaint. I look forward to a resolution.

Sincerely, ******* *********
Business Response
Date: 06/04/2025
BBB #: ********
Case: ********

Dear Mr./Ms. *********,

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

Avis 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.

The parking in the rental car area is only for short term parking as we have several customers that will have the person bringing them or picking them up park and wait to ensure no issues with the rental. The rental car area does not offer long term parking, if you wish to leave your vehicle onsite for the duration of your rental than you need to use the long term parking provided by the airport.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 06/05/2025

Complaint: ********

I am rejecting this response because:

this information is now being giving after the huge problem that has already occurred . It does not solve or compensate for the company's misconduct.

Regards,

******* *********
Initial Complaint
Date:05/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a vehicle from **** beginning on May 8, 2025 from the *************. To our frustration the **** was a mini van that contained rubbish and personal items from the previous rental. On May 17, 2025 we were stopped and detained for approximately 30 minutes for the **** rental showing expired registration to Law Enforcement. While detained I tried to reach **** to speak with the official without success. I was finally able to reach a customer service agent (ID#****** who told us to drive the unregistered vehicle back to the location we picked it up from (approximately 4 hours away). Upon my overwhelming frustration having a *** instruct us to violate the reason while being detained, I asked to speak to a supervisor. After additional resistance to speak with a supervisor, I was advised I would receive a call back within 2-3 hours that we never received. This ultimately stopped us from driving the vehicle and ultimately had to operate the unregistered vehicle according to Law Enforcement back to ****. When we explained this to the agent returning the vehicle, he agreed led **** customer support is not available and just to fill out the survey that will be sent to us in an email.
Business Response
Date: 06/05/2025
BBB #: 23354066
Case: 72680505

Dear Mr./Ms. Coutts,

In regards to the aforementioned BBB complaint case# 23354066, thank you for giving us the opportunity to address your concerns.

Avis 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 you did not contact us about any issues with the vehicle until day 9 of your 10 day rental. We show that we did offer you 2 options to resolve this which you declined both and finished your rental. The first option was to return to the counter to exchange and the second option was to call our roadside team to review other exchange options. As these options were declined and we were not contacted until day 9 of 10, we do not feel that the any adjustment is owed.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 06/06/2025

Complaint: 23354066

I am rejecting this response because:
Although after being detained by law enforcement for operating the Avis rental with the expired registration, yes, I was provided 2 options 1. To continue to operate the vehicle back to Tampa Florida with expired registration for exchange or waiting approximately 3 hours for road side assistance to tow the vehicle that would have given me no vehicle to utilize or transportation back to the airport. Also you are correct I didn’t report this until the 9th day,but immediately while being detained. I would have expected Avis to provide a me with a vehicle with active registration. Would you suggested I contact law enforcement and have them validate a registration prior to leaving with the Avis rental? As it stands. The rental at time of pickup had personal items, food, and rubbish from the previous rental and that I returned the personal items to the Avis rep and cared for the rubbish ourselves. I also requested a supervisor return my call after being on the call for approximately 2 hours that I never received. It’ll you listen to the recording of my call, you will clearly hear the rep instructing me to continue operating the unregistered Vehicle.

Regards,

Christopher Coutts
Business Response
Date: 06/13/2025
Complaint ID: 23354066
Avis Case: 72680505

CHRIS COUTTS,
At Avis Budget Car Rental Group Inc. any difficulties or problems encountered by a customer is a concern to us. Reports such as yours enable us to target areas of improvement.
We apologize for the inconvenience and experience with the local law enforcement due to expired registration. A report with your comments has been recorded and sent to the Tampa operations management to review with instructions to maintain service standards.
Although we understand we are unable to fully make-up for the disappointing experience. In an effort to demonstrate our apologies we have submitted a monetary credit $150.00 to Visa account number ending xxxxx5164. Allow three business days for the credit to post.
We appreciate your taking the time to apprise us of the experience. Only by being made aware of an issue can we address it.

Regards,

Customer Resolution Coordinator
Initial Complaint
Date:05/26/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car to drive for **** and had paid weekly until I kept getting pending charges on my account from ***** which would not allow me to use my account until the pending charge fell off.I visited the branch on March 4th and spoke with ****** who said that the only way I would be able to resolve this was if I ended the contract.Two days after I had this conversation, I returned the car on March 6th with the intention of returning on Monday to rent another car, as I had done before months prior.The contract ended on March 6th but on March 7th an unauthorized payment of $365.21 was taken from my account, which I contacted ****** on March 8th about and she told me that it was an "end of contract" charge.An "end of contract" charge doesn't make sense because I have rented from **** many times both for **** and while travelling and there has never been an "end of rental" charge.I would like this resolved by being refunded $365.21 please. Thank you
Business Response
Date: 06/05/2025
BBB #: ********
Case: 71412147

Dear ******* ******,

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

Avis 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 agreement we have with ***** at the start of the rental each week a pending authorization hold is captured to cover the estimated charges on the rental. Once the week has ended, we capture a new hold for the next week and process the final billing for the completed week. Based on this you were billed correctly as we do not process the final billing until after the rental period has closed.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Customer Answer
Date: 06/10/2025

Complaint: 23350889

I am rejecting this response because:

We all know that a renter has to pay for the car prior to being given the keys and this applies to **** rental as well, meaning I had to pay for the first week's car rental on January 6th and had every time that I made a payment it was for use of the car for the following week. So, when I returned the car on March 6th rental agreement was terminated and I didn't owe any money because I had already paid for that week's rental on March 1st. This is why when I handed the keys back to the Office Manager Ary, she said I was all set, owed nothing and to come back and see them when the pending charges had dropped from my account and I was ready to begin another rental agreement that I would pay the first week of before receiving the keys. To then get charged an "end of contract" charge is fraud because the rental agreement had ended and I no longer had the vehicle, nor did I authorize the payment.
Something fraudulent had been happening with my account because every time I made a payment with my debit card I get a text message and it shows the money being deducted from my account. However, we know that ****** manipulated the amounts that appeared on my account as being paid that were inconsistent with the actual amounts received by ****. Meaning there needs to be an internal investigation as to where the missing payment went because the money left my account each week that I had rented the car and had it in my possession, but then an extra payment was deducted after I had returned the vehicle, which is being claimed to be a "close of contract" fee.

Regards,

Nokuphiwa Mbatha
Business Response
Date: 06/13/2025
BBB #: ********
Case: 71412147

Dear NOKUPHIWA MBATHA,

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

Avis 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 do not bill until the car has been checked in so the initial charge would be a pending authorization hold placed on your card. These holds will take 3-5 business days before they release and fall off and this is standard bank processing. Uber drivers get 4 holds a month and 4 charges so once each contract closes it takes 3-5 business days for the initial hold to drop and we will place a new hold on your card for the next week. This means you could possibly have multiple holds depending on your financial institutions policies on your card.

Our records do not relfect any billing issues and you have been billed correctly.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 06/16/2025

Complaint: 23350889

I am rejecting this response because:

I was never billed for the car rental; I paid using the same debit card every single week and every single week the money was taken out of my account immediately while I was on the phone with either Ary or ****** at the *********** office. There was never any billing and that is why it made no sense that there was a hold on my account because every single week my account was current. When I returned the car on March 6th, I was told by Ary the Office Manager who served me that my account was settled and that I owed nothing. The $365.21 I am disputing was an extra payment taken while I didn't have the car after I had ended the rental agreement, confirmed that I owed nothing, essentially making the above an unauthorized payment for a service I did not receive.

Regards,

Nokuphiwa Mbatha
Business Response
Date: 06/24/2025
BBB #: 23350889
Case: 71412147

Dear NOKUPHIWA MBATHA,
We have re-examined your inquiry once again, and we're sorry that you are not in agreement with our determination regarding this matter. Based upon our investigation no refund is in order in this instance.
Sincerely,
ABG Client Relations Team
Customer Answer
Date: 07/04/2025

Complaint: 23350889

I am rejecting this response because:

I don't understand why you won't give me an acceptable answer as to WHY you won't give me a refund. Also, I notice that when we first started this chain of communication, the response I received was that there IS such thing as an "end of contract" fee but that email has since changed. Why is that please?

Regards,

Nokuphiwa Mbatha
Initial Complaint
Date:05/26/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I Prepaid a Full Size Vehicle Rental at with the intentional time of Wed, May 14th- Monday May 19th.
I was given a vehicle with mechanical issues. Had to get it swapped out. I was given a smaller car. I returned the vehicle a day earlier due to the size of the car and having to make other accommodations for my return home. The car was past full. I was subsequently charged an additional 127.11 adding insult to injury. I called customer service and she demanded a receipt to verify the gas. Refusing to check with Avis on the gas check in. I spoke with Adisa ***** who was extremely rude. kept disappearing from the phone and didn't use any resources to investigate what I was saying.
Business Response
Date: 06/05/2025
BBB #: ********
Case: ********

Dear Mr./Ms. *******,

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

Avis 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 you have already contacted our Customer Service Team and received a credit of $127.11 along with a 3 day free rental coupon for a future rental.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 06/10/2025

Complaint: ********

I am rejecting this response because: Avis has proven to be dishonest in dealing with customers. The 127.11 was billed erroneously and in error. I have proof of the merchant admitting this was an error I have proof of false statements made to my credit card issuer about this situation. It has been a nightmare doing business with you.

Regards,

***** *******
Initial Complaint
Date:05/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rented car online and went to pick up. There were problems from the start. No one could understand me and I could not understand anyone else. The communication barrier was insane. I had no idea that this was a fraudulent business. Finally pocked a SUV but rented a small compact online. Paid by card and they also took my credit card card info. I saw a charge and the next day it was gone. Called to extend car rental and again saw a charge and next it was gone. I assumed it was a holding fee. Extended car through business one more week and all of a sudden when I dropped it off they tried to charge me all kinds of other fees and a additional ******. I have never had a car company try to commit fraud against me. I am currently fighting the charges which have already been put on my card. This is a company I will never use again and anyone considering it should not do it. I plan to send letters to all the supervisors and will leave a review although they are already rated with a one. I did not check before I used them. Do not use this company. If the charges dont come off I will be filing a police report.
Business Response
Date: 06/03/2025
BBB #: ********
Case: 73113273

Dear ******* *****,

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

Avis 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.

Once this complaint was received, we tried to conduct an investigation. Unfortunately, there was not enough information provided, and your rental was unable to be located if you would kindly provide us the following information below, so we can investigate this matter further.

Reservation Number;
Renter's Name;
Rental Location;
Exact Date/Year of Rental;

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:05/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They charged me $473.39 twice for the same rental. This is an obvious error and they refuse to fix it.
Business Response
Date: 06/04/2025
BBB #: ********
Case: 72885925

Dear ******* ******,

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

Avis 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 checked our records and was not able to locate a duplicate charge to your MasterCard ending in 9704. If you are still seeing a second charge please reply with a copy of your credit card statement showing the charges in question.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:05/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I tried to rent a vehicle from Avis car rental at a neighborhood location (not an airport) and received a confirmation number. When I went to pick up the car, I was told it was not in stock and I would have to wait 1.5 hours for it to be available. Alternatively, I could pay an extra $10/day for a car that was currently in stock. I called Avis customer service and was told I would get a call back to resolve the matter. This did not occur.I feel this is a 'bait and switch' by ****. They would not honor the reservation I had made and wanted extra money to get a car in stock. I chose to walk out without getting any vehicle.
Business Response
Date: 06/05/2025
BBB #: 23348586
Case: 72652018

Dear Mr./Ms. Cook,

In regards to the aforementioned BBB complaint case# 23348586, thank you for giving us the opportunity to address your concerns.

Avis 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.

Reservations are booked based on our expected availability, however when vehicles are returned back late or returned damaged it can cause us to not have the availability we had expected. In these cases we will offer you the next class of vehicle we do have available or refer you to rent with another rental car company that maybe better able to suit your needs.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 06/05/2025
Complaint: 23348586

I am rejecting this response because it does not address this particular instance.
The response states that when vehicles are returned late or returned damaged, it can cause Avis not to have the expected availability. That did not occur in this instance. The Avis representative stated they did not have any inventory for the car class I rented. The representative did NOT state there was a vehicle late or damaged. Further, the company representative did not offer the next class of vehicle at the same price. Instead, I would have been required to pay an additional charge.
I would like a discount for a future car rental because Avis did not have a vehicle available and the reasons provided ito BBB did not apply in this incident.

Regards,
James Cook
Business Response
Date: 06/10/2025
BBB #: 23348586
Case: 72652018

Dear James Cook,

In regards to the aforementioned BBB complaint case# 23348586, thank you for giving us the opportunity to address your concerns.

Avis 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 Operations Manager has confirmed that on this day several rental extensions were processed for the car group selected and we apolgize for the inconvenience.
We would be happy to send you a $10.00 voucher towards a future rental. Please go to www.avis.com and create a profile so that we can assign your voucher.
Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy
Response Coordinator
Customer Answer
Date: 06/11/2025

Complaint: 23348586

Thank you and I will accept the $10 discount off a future rental. Avis stated I needed to create a profile to get this credit. However, I do not book through Avis directly but through a third party booking site (Costco travel). Is it necessary to create a profile on Avis since I do not book directly through Avis?

Regards,

James Cook
Business Response
Date: 06/13/2025
BBB #: 23348586
Case: 72652018

Dear James Cook,

In regards to the aforementioned BBB complaint case# 23348586, thank you for giving us the opportunity to address your concerns

In order to be able to send it please create a Avis profile simply by clicking on the following link https://www.avis.com/en/loyalty-profile/avis-preferred/enrollment once you have your wizard number please provide it to us so we can email you the coupon for your use on a future rental.

Sincerely,

ABG Client Relations
Avis Budget Group, Inc.
Customer Answer
Date: 06/16/2025

Complaint: 23348586

Hello, I created a Wizard number. It is 3XX123. I believe that is what you need in order to apply the credit for future rental.

Thank you,

James Cook
Business Response
Date: 06/24/2025
BBB #: 23348586
Case: 72652018

Dear Mr./Ms. Cook,

In regards to the aforementioned BBB complaint case# 23348586, thank you for giving us the opportunity to address your concerns.

Avis 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.
Thank you for the feedback and providing your Wizard number. We have sent your voucher to the email address on file.
Thank you for allowing us to assist you and we hope to see you soon for a much improved experience.

Sincerely,

Avis Budget Group
Customer Advocacy
Response Coordinator
Initial Complaint
Date:05/24/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Against: Avis Car Rental Nature of Complaint: Improper Smoking Fee Charged Case Number: ******** Reservation Number: 17369351US6 Rental Agreement Number: U310206142 Rental Location: ************************* Complaint Description:I am writing with deep frustration and disappointment regarding a $450 smoking fee that was charged to my account following a recent rental with ***** at the ************************* location. I was absolutely shocked to see this fee because I do not smoke and did not smoke in the vehicle at any time during my rental.When I contacted **** to dispute the charge (Case #********), I was told there was evidence supporting the fee. However, the only documentation provided was a few photos showing dust inside the car not smoke, not ashes, not cigarette butts, and certainly nothing that reasonably proves smoking occurred. There was no mention of an issue at drop-off, and no further evidence ********** someone who has never smoked in my life, this accusation felt completely unfounded and even insulting. I offered to provide medical records or any other documentation necessary to prove that I am not a smoker, and my offer was ignored. The fee was simply upheld without fair consideration or transparency.I take pride in being a responsible customer and returning vehicles in good condition. To be accused of something I didnt do and then charged an excessive $450 without clear, credible evidence has left me feeling dismissed and taken advantage of. This situation has caused me unnecessary stress and has shaken my trust in Avis.Desired Resolution:A full refund of the illegitimate smoking charges. I truly hope someone will take the time to look closely at this situation and recognize that a mistake was made. I would appreciate a fair and timely resolution.Sincerely,*******
Business Response
Date: 06/06/2025
BBB #: ********
Case: 70178728

Dear ******* *******,

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

Avis 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 the charges have been disputed with your credit/debit card company. Please note that once **** has been informed that the charges have been disputed per our merchant service agreement we are unable to review or investigate this matter any further until the dispute is complete with your credit/debit card company and they have notified us the dispute is closed.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Initial Complaint
Date:05/24/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a vehicle at MCO 5/9 and returned it on 5/10. Had a bad experience and to top it off Im being charged for damage. I made an appointment to pick up an SUV on ********** with my fastbreak number. I came to the front desk and had no quick pick up as planned but had to wait in line only to find out they had no SUV. My option was to wait 20 minutes or take a minivan instead.i have no kids and was not happy but it was for 1 day. I came into the vehicle and it had a smell like must but I didnt want to wait as it could be 30 minutes plus to wait for another vehicle or get back in the long line. The smell hid itself with the ** on. I then returned the car with no damage and left my GoPro and a ****** lock in the trunk.i came back from my cruise and reported it missing this morning.10 minutes later an email says we dont have it. Then I see another email with a $600 bill for a cracked windshield that I didnt do and the crack is from top to bottom on the windshield. dont you think the person that came into the car to take note of the gas mileage would of seen it? My theory is someone drove the car for 3 miles after I dropped it off, ( my return mileage and your picture shows 3 miles difference)had a rock hit it and blamed me. Or there was some unseeable damage near the rubber gasket of the windshield near the bottom. Would explain the musty smell of water that could of been dripping in the car and then the crack grew. This email was 4 days later after I dropped it off. VCR9416375
Business Response
Date: 06/06/2025
BBB #: ********
Case: 72685250

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 you have already contacted our **************** Team and had this issue resolved.

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team
Customer Answer
Date: 06/06/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ******
Initial Complaint
Date:05/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This Budget location is advertised as a port location with shuttles (supposedly) between the port and the rental location. In reality this is a local neighborhood Budget with no infrastructure whatsoever to handle the traffic from a port. Me and my small daughter waited over one hour for the shuttle. Having to spend money in an **** to get to the location because no shuttle ever showed up. We arrived at the location to a line of over 2 hours and at least 100+ people waiting on cars and quite literally 3 agents helping. The ** barely working in a hot Florida day and a small room crowded to the brim with customers. This place does not have the infrastructure to handle port traffic. It can barely handle a neighborhood amount of business. Worst off they charge full price for this mess. I would like a refund for both the car and the ***** And for the business to stop advertising this as a port option.
Business Response
Date: 06/06/2025
BBB #: ********
Case: 73181137

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.

Once this complaint was received, we tried to conduct an investigation. Unfortunately, there was not enough information provided, and your rental was unable to be located if you would kindly provide us the following information below, so we can investigate this matter further.

Reservation Number;
Renter's Name;
Rental Location;
Exact Date/Year of Rental;

Thank you for allowing us to assist you.

Sincerely,

*****************
Client Relations Team

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