Complaints

This profile includes complaints for Budget Rent a Car's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Budget Rent a Car

  6 Sylvan Way Parsippany, NJ 07054-3826

• 

  Budget Rent a Car

  1412 Route 130 Burlington, NJ 08016

• 

  Budget Rent a Car

  1816 Route 35 South Amboy, NJ 08879

• 

  Budget Rent A Car

  2702 Hwy 97 N Kelowna, BC V1X 4J7

• 

  Budget Rent A Car

  35 French Rd Cheektowaga, NY 14227

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:08/17/2025

  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.

  Budget Confirmation Number: ***********
  
  Pick up location: Raleigh Durham Intl Airport,RDU, 1000 Rental Car Drive, Morrisville, NC 27560 US
  
  Date of pick-up: 8/17/25 Drop off 8/18/25
  
  Why would you not in bold text state that I need a credit card? Some of us have the money on my debit card but I can't rent due to your company needing a flight to do anything with debit cards. This is retarded and should be criminal. I had prepaid and was able to pay the holding fee, but no I had to leave without being able to get the rental I needed.

  Business Response

  Date: 08/27/2025

  BBB #* ********
  Case: ********
   
  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.
  
  Under the Terms and Conditions for this location, which you agreed to when you made the reservation, the debit card policy states "At airport locations, you will be required to present proof of a return airline ticket that coincides with your rental."
  
  Thank you for giving us this opportunity to be of assistance to you.  
   
  Sincerely,
  
  ABG Client Relations Team 
  Avis Budget Group

  Customer Answer

  Date: 08/27/2025

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because:
  
  As a company if you actually endeavor to do the best you can for your travelers you would put that warning by the pay now button instead of hiding it. It was not on the website or app when I ordered the car so im assuming I would have to click into several different menus to find. 
  
  
  
  
  
  Regards,
  
  
  
  ******* *********

• Initial Complaint

  Date:08/06/2025

  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 returned a rental on 8/5/25 @ 1pm. A few hours later I realized I had left my handicap tag. When I contacted the agency they told me the vehicle had been rented out at 5pm and that no one had turned in a handicap tag. My husband went to the rental business and they told him I would have to contact the lost and found department to submit a request for my handicap tag. They also told him that the rental would return back on 5/6 around 5pm. I was told that per their policy they couldnt contact the renter to request that if the tag was still in the vehicle to make sure it remained in there upon their return of the vehicle. When my husband went back to the rental place on today, he arrived before the vehicle was brought back. Upon the vehicle being returned, the worker stated that they didnt see the handicap tag inside the vehicle. He was directed to the lost and found department and the tag wasnt turned in to them either. Im furious because had there been a thorough inspection of the vehicle before it was rented out the same day, my handicap tag shouldve been found and turned in to the lost and found department. So, either someone at the rental business stole my handicap tag or the person who rented the vehicle after I returned it stole my handicap tag. Either way this is an inconvenience for me because now I have to go to the *** and report my handicap tag as being stolen because thats what it is at this point because it wasnt turned in to the lost and found department. It will take sometime for me to get another permanent handicap tag that I have to uniform my disability. Im very dissatisfied with the employees lack of concern and inspection of the vehicle.

  Business Response

  Date: 08/15/2025

  BBB# ********

  Budget case # 74806010

  Your file referenced above has been brought to our attention.
  

  We  have reviewed your rental and notes from your case.  We have contacted the Operations Manager to investigate the lost and found issue you raised further.  When we have received a response from their office we will advise you of the resolution. We apologize for the inconvenience this has caused.  We appreciate your patience during this process.
  

  Thank you for giving us the opportunity to be of assistance to you.

  Sincerely,

  Budget Response Coordinator 

  Customer Answer

  Date: 08/15/2025

  [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:08/06/2025

  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 for a very important work event on 5/17/2025. I rented from Budget and arrived 1.5 hours earlier than I needed the car to give myself ample time. The Budget rental desk was closed and myself and others were sent to the **** line, where I proceeded to wait 2 hours and 15 minutes in line while one customer service *** tried to handle dozens of people and one sat on a computer not helping anyone. The fun didn't stop there. There were several unclean items with my vehicle- dirt and garbage on the interior and in cupholders, smudges of an unknown substance on the exterior, the smell of marijuana and cigarette smoke inside. Simply put, the car was filthy and I ended up very late to an incredibly important event that cost me in terms of my work position. To add insult to injury, I was then charged $125 for animal hair in the car, even though I do not own an animal, never interacted with one during my time with the rental, and was the only person in the car attempting to save my job that night. When I finally got through and labyrinth of customer service to speak to the local office, they were incredibly rude and said that there was nothing they could do for me. This was really poor and unfair business practice and on top of that, had consequences for me personally and additional charges from Budget. Until now, I had not even attempted to get a full refund, just the $125 cleaning fee removed and was pretty much told off by the staff. At this point, for all the trouble it has been, I would like the refund. Should the refusal stand, I will be forced to never rent from this company again and will be extremely vocal in telling everyone I know in ********* to avoid them as well. *Side note: My vehicle was rented on 5/17 and returned on 5/18. The paperwork with the charge said the inspection occurred on 5/19.

• Initial Complaint

  Date:08/06/2025

  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 from June 12th 2025 to June 16th 2025. I returned the car June 16th 2025 between 7:00-7:30am. I returned the car in the same condition it was given. I was sent an email and letter for a $450 cleaning for excessive dirt. When I called to speak with someone she stated it was because of dust but when I spoke to the manager she said a smoke smell and ashes among the cup holder. I do not smoke neither was smoking in the car happened at all. The ashes she claimed looked like dust. So $450 for dust along the dashboard and cup holder is beyond excessive. Also showed dust in the center console. I never even used the center console. This is not the first time Ive heard Budget trying to make a profit off people by charging this cleaning fee thinking people wont dispute.

  Business Response

  Date: 08/15/2025

  BBB ID: ******** 

  Budget Case: 73975094

   

  Dear *** *****, 

  Upon receipt of the communication a review of the customer service file and cleaning charge assessed was conducted. 

  Today we have submitted a reversal for this charge therefore; a monetary $450.00 will post to **** account ending ******** within three business days. 

   

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

  Customer Answer

  Date: 08/15/2025

  [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:08/04/2025

  Type:Product 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 prepaid for a rental car through Budget under reservation #********US6. The reservation was for a 7 passenger standard Elite suv at a rate of $46/day.When I arrived to pick up the car, I was informed the reserved vehicle was unavailable. Budget provided me with a lower-class vehicle (standard suv 5 passenger) at a rate of approximately $20 less per day than what I ********** the rental counter, the Budget representative assured me that I would be refunded the difference and instructed me to call customer service to process the adjustment. Based on that assurance, I accepted the vehicle.Since then, I have contacted Budget customer service multiple times and escalated the issue. Despite the verbal promise and clear difference in value, Budget has refused to issue any refund or price adjustment.This constitutes:Failure to deliver the prepaid product as agreed.Misrepresentation by their staff regarding refund eligibility.I am requesting an immediate refund of the difference between what I paid and the rate for the vehicle I received: $80.

  Business Response

  Date: 08/13/2025

  BBB ID: ******** 

  Budget Case: 74607298

   

  Dear *** ******, 

  Upon receipt of the communication a review of the customer service file and charges assessed was conducted. Today we have submitted a monetary credit $80.00 to **** account number ending ********. Allow three business days for the partial refund to post. 

  We apologize for any inconvenience you were caused. 

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

  Customer Answer

  Date: 08/13/2025

  [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:08/03/2025

  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.

  Rental agreement number ********* To Whom It May Concern,I am writing to formally file a complaint against **** regarding a deeply disappointing experience my wife encountered during a recent car ************************* wife was traveling with our daughter for an important junior golf tournament. Upon arriving at the **** rental counter at the airport, she was pressured into purchasing additional car rental insurance, despite already being fully covered through our credit card provider. She explained this to the representative, but was made to feel as though she had no choice. She left the counter feeling misled and taken advantage of, especially as a woman traveling alone with a child. This kind of sales tactic is both unethical and predatory.Additionally, on the final day of the rental, she requested a brief extension due to a later flight departure. Instead of being met with any level of flexibility or understanding, the **** representative showed zero compassion. She was told plainly that if the car was not returned by the original time, she would be charged for a full additional day. Given that she was traveling with a child, we find this response entirely unacceptable and lacking in basic customer care.The overall experience was frustrating, stressful, and not reflective of the service standards we expect from a company like ****. The dismissive and rigid treatment from the customer service team at the airport location was in ***** contrast to the level of professionalism **** promises.Due to the undue stress, misleading insurance upsell, and lack of support or empathy shown during the rental process, we are requesting a full refund. This experience has left us with a severely damaged perception of the **** brand, and we are extremely disappointed.I appreciate your attention to this matter and hope that steps will be taken to ensure other customers are not treated in the same way.Sincerely,***** *****

  Business Response

  Date: 08/07/2025

  BBB ID: ******** 

  Avis Case: 74539032

   

  Dear Mr. ***** upon receipt of your communication a review of your customer service file and charges assessed was conducted. 

  Our records indicate a goodwill monetary credit $81.57 has been processed to MasterCard account number ending ********. We are unable to provide any further goodwill adjustment. 

  We understand you will find this decision unfavorable, but appreciate the opportunity to respond to the inquiry. 

   

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

  Customer Answer

  Date: 08/07/2025

  [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:07/30/2025

  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.

  I reserved a car from Budget and prepaid $261.82 for Rental agreement Budget Rental Agreement *********. When i arrived to pick up the vehicle on July 16, 2025 the vehicle that was offered as an option had a large crack across the entirety of the windshield and was not acceptable for me to drive. The gentleman working the counter stated "my manager said it should be fine to drive" but I was absolutely not going to accept that. The only other vehicle they had onsite to offer was also in disrepair as the airbag was exposed, the dashboard had ashes on it and the vehicle smelled like smoke. I refused to get in or drive either of those options. When i called customer service there were no other vehicles availalble within a 1.5 hour radius so I just asked to have my reservation refunded. I spoke to customer service before leaving the parking lot and they even spoke to the manager on site of Budget to confirm my story, and said they would put in a request to refund my reservation which would take 3-5 business days. I did receive a refund of $130.91 but when i called again on July 24 to find out why I havent received a full refund. I was informed that I was charged a cancellation fee for cancelling the reservation on my end. I have put in another request for the full refund CASE # # ******** and was advised on 7/30 when i called again that Budget would review it but there was no guarantee I would be given a refund. Considering the fact that none of this was my fault and there was no way I was endagering my 3 children by putting them in a defective vehicle for 14 hour road trip, I am formally requesting the balance of $****** be refunded to the **** on file.$ ******

  Business Response

  Date: 08/01/2025

  BBB #: ********
  Case: 74249070
  
  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 the remaining $148.94 was refunded on July 30th, 2025. Please allow up to 10 business days for this refund to post. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

• Initial Complaint

  Date:07/29/2025

  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.

  Budget car rental. Rental period 06/30/2025 through 07/08/2025. Rental agreement no. U144296740. From ***************, ****. Car was "Chrypatch22". VCR 9568739.Complaint is that I was accused of glass damage to the car, which I did not do. I filed a dispute ( case number ********). When we picking up the car they said to wait just a minute that they didn't have one available yet. When they brought the car up, I pointed out the windshield crack, and some scratches. I didn't get a picture, because I thought, for one , they already knew about it. And two, i thought because of the shortage of vehicles they were going to rent it as is. Then Budget charged us ****** for glass damage which we didn't do.

  Business Response

  Date: 08/01/2025

  BBB ID: ******** 

  Budget Case: 74409017

   

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

  Upon receipt of your communication a review of your statement and customer service file was conducted. We are engaging the Hawaii operations management to investigate the issue you have brought to our attention. 

  An update will be provided within the next 10 business days. Your patience during this process is appreciated. 

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

• Initial Complaint

  Date:07/28/2025

  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.

  I rented a car from budget on May 15th. I arrive with a reservation for an XL SUV; they check me in I walk out its a 5-seater. (Mind you Im getting this for my wedding) I go back inside and say hey this isnt what I reserved. The women working the front desk were kind, but they said they had to speak to the manager. (This is 7:55am) I have plans to leave to pick up my wedding dress at 9am. The lady at the front desk attempt to call the manager who does not answer and instead text them stating I can have a minivan. I didnt reserve a minivan. I didnt pay for a minivan. Which I told them, they said the manager refused to help me. And called me a b**** via text message which I saw. I said let me talk to her. She refused. Said I had to wait until after her meeting. AGAIN, I AM LEAVING FOR MY WEDDING BAWLING MY EYES OUT. an HOUR goes by and then they find me a car that WREAKS of smokes. And I had no choice but to take it. I COMPLAINED. And was told it was going to be investigated I have not heard anything back. This has been months. I saw multiple text calling me a b**** Saying rude things. I want a full refund STILL. I want multiple credits and money back. Absolutely unacceptable.

  Business Response

  Date: 08/01/2025

  BBB #: ********
  Case: 74681969
   
  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;
  Rental Agreement Number;
  Renter's Name;
  Rental Location;
  
   
  Thank you for allowing us to assist you. 
   
  Sincerely,
  
  
  ABG Client Relations Team 
  Avis Budget Group

• Initial Complaint

  Date:07/28/2025

  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 car at the end of June for a week. The car was not what I rented (credit was issued) and when I returned I forgot to fill it up (accepted those charges), and they charged me $266 for excessive cleaning on the vehicle. I knew for a fact that the vehicle was cleaned of all trash but I did not vacuum the vehicle due to time restraints on return. I dipusted the $266 charge which was fully refunded to me which told me that they agreed that there was no additional charges. A week later they send a letter stating excessive cleaning fees of $450 which they took from the credit card on file. The complaint says excessive exterior cleaning so I requested pictures and it appears as though the only thing they had to do was to vacuum the vehicle and I believe that $450 is a little bit of ridiculous charge. There is no consistency in their communication and if they refunded the cleaning fee once then why are they charging me almost double the second time? When I asked them for the reasoning behind this the customer service *** said they have no records of returning my money so they cannot answer that question.

  Business Response

  Date: 08/04/2025

  BBB# ********

  Budget case #  73861511

  Your file referenced above has been brought to our attention.
  

  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 of $450.00 has been issued to the card associated with your rental.  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. 
  
  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 Answer

  Date: 08/04/2025

  [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,
  
  ***** ******