ComplaintsforAmerican Auto Rental (Budget Truck)
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Complaint Details
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Initial Complaint
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On Monday the 27th of May I reserved a Budget Truck and Trailer online for my son to relocate from Bossier City, LA to Appleton, WI. Confirmation #: ************** Truck #: ****** with the total amount, with military discount being $829.60. My son picked up the truck/trailer at 11:00 on Wednesday, May 29th, 2024. At that time my card was charged $966.24, I was told that there was a possible $150 refundable deposit, therefore I assumed that charge was added. A day later my card was charged another $150, for a no show. We returned the truck/trailer to the drop off address on Monday, June 3rd, 2024. There was no one at that location. I had to back the truck/trailer into a slot and we were told to leave the paperwork in the vehicle and put the key into the return slot. I allowed a week to be refunded and contacted Budget this morning to be told that the truck was never picked up. I have photos, screenshots, and the invoice attached. I would like to be refunded my $286.82. I have also contacted my bank to file a dispute in regards to this matter.Business response
06/19/2024
American Auto Rental is an Independent Dealer for Budget Truck. We rent Budget equipment on behalf of them, we do not own Budget. They have their own policies, procedures and fees that we are NOT subject to.
With that being said, we have launched our own investigation of this inquiry and the following is what was discovered. Two reservations were made by the customer.
Reservation #1: The original dollar amount of the reservation was for $829.60. This in fact was the amount that was charged upon pick up of the truck, along with a youthful driver fee. This youthful driver fee is applied at $25.00 a day for any driver that is under 24 years of age at the time of rental. Since ******* ***** is in fact under 24, at the time of pickup, this fee was added. So the contract agreement was for 5 days, so $125.00 plus $11.82 taxes were added at the time of pickup. The contract was signed by ******* at the time of rental; reference number for this rental is ************** This gives us the difference charged of $136.82 between the reservation and the opened contract. This reservation was made by the customer with the national Budget Customer Service phone line.
Reservation #2 - Regarding the other $150.00 charge. This was a NO SHOW fee. 2 reservations were made with the last name Hagar with the same credit card on both reservations. Reservation reference number ************* was made by the customer with the national Budget Customer Service phone line and the other reservation reference number ************* was made by the customer online through the Budget website. 1 reservation was opened and the other was not BUT both reservations were for the exact price amount so it didn’t matter which contract was actually opened. The customer reference number with that reservation was *************. This reservation was made by the customer online through the Budget website.
The 2 of these differences add together to be $286.82. This is the amount that is being disputed. We have attached a copy of the reservation that wasn’t picked up and the contract for the reservation that was picked up. The line item for the open contract will show you how the price was calculated to get the total paid $966.42. Since we don’t have access to the NO SHOW fee being charged by the Budget National System, we can’t include a copy of that.
The youthful driver fee would be explained on the website, it is listed at the bottom of the reservation copy that we attached and ******* was explained the charge at pickup. Our advice would be to call Budget Customer Service and explain the NO SHOW situation to them. They would be the only ones who could help in this situation. Budget customer service is 866-756-5750.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.