ComplaintsforBudget Rent-A-Car

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  There seems to be a corporate policy as this has also occurred with **** rentals. On returning the vehicle with a full tank and seeing that the return agent marked the fuel as full we found an $18.99 fuel service charge on the final invoice. This budget rental had this issue as well as an earlier rental from ****. Unfortunately, I did not see this detail until after leaving the rental agency.Reservation Number: 48133938-US-6 Reservation Dates: April 2-9, 2024 At the very least we are looking for a return of the $18.99 charge with any associated taxes. Certainly, an apology and a change of policy would be a wise choice. This appear to be a frequent occurrence and probably results in a substantial number of customers being overcharged without their knowledge.

  Customer response

  04/12/2024

  After several methods of communication a post to ******** resulted in a response. The company, Budget Rent A Car, has refunded the amount. I believe this practice of automatically charging customers for ************* regardless of the fuel status should be investigated further. My specific complaint has been addressed with the refund. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  vis/Budget Case: ******** Reservation: 48827824US3 Rental Agreement: U743089605 Budget charged an additional $125 cleaning fee for "the presence of excessive dirt-sand". I called to dispute the charges pointing out that it was raining in ********* during that time and while there was sand tracked to the mats it was not "excessive". It was something that could easily be vacuumed up which I assume they do during each turnover though I'm not sure given the garbage we found tucked under the front seats when we picked the car up. When speaking with customer service my request to speak to a manager was denied with the agent telling me she did not have a supervisor. Eventually, 2 days later I received a form letter denying my request. Despite my calls to Budget I have not received satisfaction and proof demonstrating that the sand in the car was truly "excessive" and how that is defined. I expect this fee to be waived

  Customer response

  04/12/2024

  The company has contacted me and offered to reduce the cleaning cost by 50% which I have accepted

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Agent **** informed me that the car to be rented had damage and asked if I'd rent the car. She would note the damages in the contract. I accepted. She did not make a note in the contract and now, 3-4 weeks later she knows nothing about this. Budget's claim agency is charging me for those prior damages, $1800.I am at fault for trusting the agent, not checking the contract, and not taking photos of the car at rental time.I will not be renting from Budget again and I am warning all potential customers.

  Customer response

  04/11/2024

  I expect that Budget will state the rental car had no record of damage prior to my rental.

  The rental agent told me that there was damage on the car and that the contract will reflect. I did see the damage to the car before driving off the rental lot but mistakenly though the notes in the contract would cover that.

  The rental agent was negligent in not following through with the notes and Budget was negligent in not documenting the damage in the rental's record and in allowing the car to be rented as it was.

  Customer response

  04/11/2024

  Reservation Number: 706812886
  Renter's Name: ***********************************
  Rental Location: *****************************************************************
  Exact Date/Year of Rental: 3/17/24 11:03 AM CT

  Customer response

  04/11/2024

  I expect that Budget will state the rental car had no record of damage prior to my rental.
  
  The rental agent told me that there was damage on the car and that the contract will reflect. I did see the damage to the car before driving off the rental lot but mistakenly though the notes in the contract would cover that.
  
  The rental agent was negligent in not following through with the notes and Budget was negligent in not documenting the damage in the rental's record and in allowing the car to be rented as it was.

  Business response

  04/12/2024

  Budget Case: 63903767
  Rental Agreement: U706812886
  Claim No: 2491202095
  
  Regarding the BBB as mentioned above, Complaint ID: ******** Thank you for your recent inquiry regarding your rental experience.
  
  We're sorry you received a service that prompted you to contact us with a complaint; we regret any inconvenience or frustration caused by your experience. 
  
  Upon receiving your concerns about disputed damages, we have promptly escalated the issue to our ***************** for a thorough investigation.  Once we have received a response from their office, we will advise you of the resolution. 
  
  We understand the importance of this matter, and we genuinely appreciate your patience during this process.  
  
  Sincerely,
  
  Response Coordinator 
  Avis Budget ****** ****

  Business response

  04/12/2024

  Budget Case: 63903767
  Rental Agreement: U706812886
  Claim No: 2491202095
  
  Regarding the BBB as mentioned above, Complaint ID: ******** Thank you for your recent inquiry regarding your rental experience.
  
  We're sorry you received a service that prompted you to contact us with a complaint; we regret any inconvenience or frustration caused by your experience. 
  
  Upon receiving your concerns about disputed damages, we have promptly escalated the issue to our ***************** for a thorough investigation.  Once we have received a response from their office, we will advise you of the resolution. 
  
  We understand the importance of this matter, and we genuinely appreciate your patience during this process.  
  
  Sincerely,
  
  Response Coordinator 
  Avis Budget ****** ****

  Customer response

  04/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Please see the accompanying uploaded 1 page description of the problem.

  Business response

  04/10/2024

  Budget Case: 58747678
  Rental Agreement: U650179493
  
  Regarding the aforementioned BBB Complaint ID: ********, thank you for allowing us to address your concerns.
  
  We're sorry that you received a service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. 
  
  Upon reviewing your case notes associated with your rental, we see that you have already been in contact with our customer service department. We show the remaining balance of the prepayment of $430.50 was refunded to the **** card ending #**** on 3/14/24. 
  
  We believe the credit adjustment represents a reasonable resolution to the issues you encountered during your rental experience.
  
  Once again, we apologize for any inconvenience we have caused you, and we hope to serve you better next time. 
  
  Sincerely, 
  
  Response Coordinator
  Avis Budget ****** ****

  Customer response

  04/10/2024

  I am rejecting this response because:   The refund of $430.50 was made to the wrong **** credit card.  The original payment of $553.48 made on 8/22/23 and posted on 8/23/23 as well as the partial refund of $122.98 on 3/7 ******************************************************* 3632.  The 3/14/24 remaining refund was made to my ************* credit card ending in 7587.  Please credit the $430.50 to the correct credit card.

  Business response

  04/10/2024

  Budget Case: 58747678
  Rental Agreement: U650179493
  
  Thank you for your reply, and we do apologize for any frustration that this has caused you. We have checked our records and show at the start of the rental the **** card ending in 7587 was provided for the authorization hold, along with any incidentals. As this was the card on file any charges and/or refunds would be issued to this card. We do apologize but we do not have the ability to refund a different card. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely, 
  
  Response Coordinator
  Avis Budget ****** ****

  Customer response

  04/11/2024

  I have reviewed the business response and accept this resolution.   Thank you.  *** Benz

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 21 I picked up a rental car to drive just over the border to ************. The car had big drips I noticed on the drivers seat. Since I was in a hurry and it wasn't a safety issue, I jumped in the car and proceed to drive North. About Midway the car began to shake when I used the brakes. I kept going and the problem got worse. I googled it when I arrived and this can involve the rotors which is a brake problem and huge safety concern. I called the number on the keychain and was left on hold for over five minutes so I hung up. I didn't plan to drive while I was visiting the area so I gave up. When my son got in the car he said it smelled of weed. I thought a bit like skunk but he said it was weed. The rest of the car was dirty as well. I was concerned that Budget would try to blame to soiled seats on me so before I left to return the car I got a bucket of detergent and scrubbed all the seats. When I returned the car it was probably still wet so it looked soiled. The seats did not need to be recleaned as when it dried I am sure it would have been fine. I shouldn't have had to clean them at all since it was like that when I got it I called customer service when I got the notice they were going to charge me ****** cleaning fee. I cleaned the car myself and I did not charge them a dime. I cleaned it because I thought they might pull something like this and bill me. The customer service number I called had a "no person" answer the phone and said someone would call me to talk further if I was unsatisfied. Now in addition to holding my funds for 48 hours while they return my call for the charge they put on my credit card for a cleaning fee they are wasting my time. I would like the cleaning fee refunded to me of ****** dollars and I would like to bill them the ****** cleaning fee because I cleaned it myself. I wasn't going to make a big deal about the brakes but you put my life in danger. Please refund me 500 dollars.

  Business response

  04/09/2024

  Budget Case: 63816564
  Budget Rental: 635723885
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********.
  
  Budget values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  We have reviewed your complaint and the notes from your case. We have contacted the Operations Manager over this location to investigate this matter further. When we have received a response from their office we will advise you accordingly. 
  
  We apologize for the inconvenience this has caused and we appreciate your patience during our investigation. 
  
  Sincerely,
  
  Customer Advocacy Response Coordinator 
  Escalation Team
  Avis Budget Group

  Business response

  04/10/2024

  Budget Case# ********
  

  In regards to the aforementioned BBB Case ID# ********. 
  

  We appreciate you reaching out to Budget in regards to your feedback that we received pertaining to your rental . I am incredibly sorry for the experience you had and the condition of the vehicle that you received. We are following up aggressively with the senior management for the Washington location to address the issues that you outlined in your complaint. 
  

  We take great pride in supplying its customers with mechanically sound and well-maintained vehicle. When our rental locations do not keep the rental vehicles properly maintain, we then forward our customer's comments directly to the District Manager that is responsible for the area, and appropriate actions will be taken to prevent any recurrences.
  
  Therefore, in an effort to demonstrate our apologies for the inconvenience you were caused. I have processed an adjustment to your rental. My credit of $480.82 will post to your **** card ending in 9780 within 3-5 business days. We have also stopped the billing for the cleaning fee of $250.00 ( See attachment).
  
  I appreciate you taking the time to let me know about your most recent rental experience. Please be assured that we take matters of this nature seriously and we are committed to continually improve our service and look forward to having you use Budget in the future and having a much improved experience.
  
  If there is anything further we can do to assist, please do not hesitate to reach out to us.
  
  Sincerely,
  
  Customer Advocacy Response Coordinator 
  Escalation Team 
  Avis Budget Group, Inc. 
  

  
  

  Customer response

  04/10/2024

  Matter resolved.  Please delete complaint

  Customer response

  04/10/2024

  Resolved.  Please delete complaint

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rental Time frame 3/24/2024- 3/31/2024 Pick up from NW ** Beach APO, ECP Rental Agreement - ********* Case- ******** Hello, I rented a vehicle for the time period mentioned above and during that time the vehicle incurred a flat tire. I called the roadside assistance number budget provided because there was no **** in the vehicle to change the tire myself. ******* the representative for budget roadside advised me that the tire change would be covered under my rental agreement. On April 3, I received a bill from Budget for $168.40 for the roadside assistance. I requested for budget to pull the recording of the call and I have been advised on multiple occasions that Budget is not able to pull the call from their vendor who manages their roadside program. That I am being charged this fee because I did not select the *** or LDW coverage, even though a representative acting on behalf of budget provided me with incorrect information. If I was advised I would be financially responsible I could have used my AAA benefit and not ask for assistance from roadside or borrow a **** from someone to change the tire myself. Budget has not attempted to help me resolve this issue, in fact Budget has put the responsibility on me to reach out to their vendor who handles the roadside assistance program to have them pull the recording of the phone call where I was advised incorrect information.

  Business response

  04/08/2024

  BBB #: ********
  Case: 63613568
  
  Dear Mr./**************, 
  
  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.
  
  Budget does not wish to deceive anyone we do our best to make sure that all pertinent information is made available to our customer within the terms and conditions of the rental contract which you acknowledge you had read and agreed to the terms of the rental contract. By way of explanation, at the check-out/start of each rental the rental sales agents is required to offer for a nominal fee the option to accept LDW, SLI or our Roadside safety net (***) coverage. The *** particular coverage eliminates roadside assistance cost such as; flat tires, jump starts & key lock outs and towing that *** incur during the rental. The customer does not have the option to involve their personal roadside assistance provider due to liability concerns. Upon review of your rental details our records revealed that the *** coverage was declined.
  
  Therefore, because a 3rd party service partner was dispatched a cost was incurred and that fee is now your responsibility based on the terms of the rental contract. In light of the above information the charge assessed we found no errors in the charges rendered. However, in an effort to reflect your concerns and to promote positive customer relations we will adjust 50% off the roadside charge. Please note that the credit will post about 10 business days after the full charge has been applied. 
  
  Thank you for allowing us to assist you.
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  04/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a car on 3/1/24. I had the vehicle until 4/1/24 5:45pm. The original rental was to end on 3/22. I had the rental extended. The total for the rental should have been *******. I had ******* taken from my account. According to them, the rental wasn't extended past 3/22/24 and they charged me an additional ****** showing as a vehicle license fee at 3.15 per day. And for 32 days that does not *** to ******. On top of that they charged me for an additional day 4/2/24 even though the car was returned and keys given to ****** at the ********* location on 4/1. There is an extension fee on the receipt for *****. This means they did get the request to extend but failed to acknowledge it. I am also being charged a late fee of 220 and an energy recovery fee. of ******. I am requesting the refund of the misc charges shown on the receipt.

  Business response

  04/08/2024

  **** Case# ********
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********.
  
  **** values our relationship with travelers and always strives to do the right thing. We apologize for any inconvenience this matter has caused.
  
  We have reviewed your Complaint and the notes from your case. Based upon the information you have provided and the findings of our internal investigation, we have processed several adjustments to your rental. A credit of $237.49, $32.38 and $550.54 will post to the **** card ending in 2366 within 3-5 business days. 
  
  Once again, please accept our apologies for any inconvenience this matter has caused. 
  
  Sincerely,
  
  Customer Advocacy Response Coordinator 
  Escalation Team 
  **** Budget Group, Inc. 
  
  

  Customer response

  04/09/2024

  I have reviewed the business response and accept this resolution.  It was a less than pleasant experience, requiring numerous phone calls with a number of circular conversations.  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a car from Budget, pre paid it, before I even picked up the car. The day I picked it up they added $100.00 onto my credit card for gas, and the car had a full tank when I picked it up, the counterperson said whatever I used would be taken out of the $100.00 and I would be reimbursed.I left on the day I took the car, 3-24-24 with 14.5 gallons (full tank), brought it back with 8.6 gallons. that means I used 5.9 gallons at their price per gallon of ***** which comes to a total of $22.3197. Yet I was charged $72.43 which means I was charged $12.28 a gallon for the gas I used.This is robbery

  Business response

  04/08/2024

  Budget Case: 63894835
  Rental Agreement: U742887666
  
  In regards to the aforementioned BBB complaint case ID# ******** 
  
  We appreciate you bringing this billing discrepancy to our attention. We understand the importance of resolving billing issues promptly, and we apologize for any inconvenience this matter has caused you. 
  
  Based on the finding of our investigation, we have processed an adjustment for the prepaid *********** option charge billed on your rental. A credit of $72.43 will post to the Master Card ending in 8703 within 3-5 business days
  
  If you have any further questions are concerns please dont hesitate to contact us. 
  
  Sincerely,
  
  Customer Advocacy Response Coordinator
  Escalation Team
  Avis Budget Group
  
  

  Customer response

  04/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There is an issue where my rental contract went into dates I already paid for. I have been communicating with customer service whom is the aware of the issue and working to resolve it. However in the meantime I checked my mailbox where I received a letter regarding loss prevention and return the vehicle. I contacted the phone number provided in the letter to update them that customer service is working to correct the dates on the case. The issue is I went in to make a payment and it included a timeline of the dates I already paid for which was March 11th -18th The current contract is showing March 11th through March 25.My problem is not with customer service. As they have specified they are working to correct the error and apologize for the inconvenience. My complaint comes in when I read the loss prevention letter and contacted them to inform them on whats going on. The agent use vulgar language and was very disrespectful on numerous occasions throughout the phone call. She then placed me on the do not rent list and disconnected the call. I called back and it was the same agent. I stated well I guess I need to hang up and try again. On the third attempt I got a different agent. This agent then forwarded me to a supervisor. I recap everything regarding customer service working on the issue and the disrespectful agent. He informed me that he would speak to the agent after informing him of what was said to me by her and also stated to go to the location to get removed from the do not rent list. Well I followed his instructions and the agent at the location called him and so did I and he stated I heard what I wanted too and that the call wasnt record I asked for upper management and was told the manager is out for a week and does not have an voicemail or email address

  Business response

  04/05/2024

  BBB# ********

  Budget case #  63719041

  Rental # U382151302

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

  We  have reviewed your rental and notes from your case.  We have contacted the Operations Manager to investigate the issues 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 response

  04/05/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Reservation number 49607908US0. Car was booked from June 1 to July 1, 2024. I'm paying for my brother's car rental when he's visiting from his home which is in Europe. I don't rent cars very often so was shopping around for a good price. I went to Budget's web site to shop and found the rate which, at the outset, looked pretty good. But I figured that wasn't the "out the door" rate but couldn't find anywhere that showed the hidden fees. Nor, when I booked the reservation, was there anywhere on that page that showed a $50 cancellation fee, no matter how far in advance the car was booked. Back to the price, in order to get the bottom line, I went ahead and booked the rental to determine that price, I thought the bottom line was too steep so went ahead to cancel the booking. Much to my surprise, when I went to cancel, the screen told me there was a $50 cancellation fee. I understand a cancellation fee if you're cancelling two or three days before the booking, but two months? I called to speak with a Budget representative to see if that charge could be waived because, 1) there was nothing indicating a cancellation fee when I made the booking, and 2) C'monit was two months away! I was told by that rep that the fee was automatic and there was nothing he could do. I called the next morning and spoke with a different rep who told me that since the booking was in my brother's name, he couldn't give me any information, period. I told him that I made the booking using MY credit card, the confirmation was sent to MY email address; that didn't made a difference to him. I then spoke with a supervisor who was very kind and tried to help but told me there was nothing she could do.I'm looking for a refund of the cancellation fee which, I feel, should've been spelled before I made the reservation or before I hit the key confirming the reservation.

  Business response

  04/05/2024

  Budget Case:  63713237
  Reservation No: 49607908US0
  
  Regarding the BBB, as mentioned above, complaint id: ********, thank you for allowing us to address your concerns.
  
  Avis Budget Group values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Upon reviewing your case, we acknowledge that you prepaid a reservation and subsequently attempted to cancel it. We understand that you were surprised and disappointed to be charged a $50 cancellation fee. We agree that this fee should not have been applied in your situation, as you canceled well in advance.
  
  To resolve this matter and ensure your satisfaction, we have submitted the entire prepaid rental amount of $2,215.69 to be processed back to the method of payment associated with the reservation, which is the Mastercard on file. You can expect the credit to post to the account within 7-10 business days. 
  
  We sincerely apologize for any inconvenience caused by this issue. Thank you for choosing Budget, and we look forward to serving you in the future. 
  
  Sincerely,
  
  Avis Budget Group
   Response Coordinator

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