Complaints

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rented a 2023 Kia **** through my insurance company. Had a very minor accident damaging the driver door mirror. ****, the manager at Budget, wanted me to have the mirror fixed for starters. I had the car for 6+ days after the 30 day allotment from the insurance company, which I was aware that I would be responsible for the 6 days @ $40 per day. **** also said I would be responsible for each day that they couldn't rent it while out for repairs. I told him that the insurance would cover it, and he told me he would be holding me responsible. The repairs took over 1 month and my insurance company was charged over $1,600 by the body shop. My insurance company paid for the repairs. Budget then charged my credit card $1000, $250, $200, $119 and $121 for a total of $1,690. I am now disputing the charges with my credit card and insurance company.

  Business response

  06/19/2024

  The accident claim and damage was assessed by HER insurance company. She declined our protection and decided to go through her own company to have them appraise the damage and she paid her deductible and loss of use - she had an option when she rented to use our coverage but declined and understood her responsibility for an accident claim. Thank you for your involvement. All damage and the entire process including evaluation of the damage was managed by her own insurance company as she requested. 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made an online rental car reservation in which I declined insurance. When I got to the location, they manually cancelled the reservation. They created an entirely new reservation including insurance - which I specifically asked to decline in person as well as online - yet was still charged for insurance. If you review the yelp reviews, it clearly articulates that I am not the only one that has experienced this type of fraud from this location. The manager, Mike S., disputed my claims and argued with me. In the below images, you will find the original reservation, which I was not told it had been canceled, which clearly declined additional coverage and insurance.

  Business response

  05/31/2023

  Thank you for your involvement. This customer was charged based on the agreement at the time of the rental. This agreement was made in writing and agreed upon by the customer. 

  Customer response

  05/31/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because I was not told that my reservation was manually canceled. I clearly stated that I wanted to decline insurance coverage (see attached image for my online reservation). The reservation clearly states I declined coverage. I was never told that my original reservation was manually canceled and coverage was added in to “new” reservation that was created by Mike F***** without notification. During my time, I signed to agree only to the original agreement and was not clearly told that the “new” agreement included additional coverage. In addition, there are 81 1-star reviews on Yelp that clearly state the same type of thievery. I believe it is appropriate for authorities to be notified of this as this is clearly a scam. 
  
  Sincerely,
  
  ** *******

  Business response

  06/14/2023

  The customers reservation was never cancelled by the location.  Upon pick up of the vehicle the customer was offered the optional protection which he accepted at the time of the rental. Regardless of the acceptance at the time of the reservation, it is the job of the agent at the rental counter to offer coverage to all customers.  We don't cancel or modify reservations, we honor the reservation, open the agreement and offer protection to all customers.  There is no credit due at this time.  Thank you for your involvement.  

  Customer response

  06/21/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because upon pick up of desired reservation, I clearly stated, not only on the reservation but in person, I declined any coverage. I was billed not on original reservation, but on an entirely new reservation. Upon pickup, Mike F*****, the manager, clearly stated he had manually canceled the reservation. Then proceeded to request how much money my original reservation was for. During this conversation, I clearly articulated that I had declined coverage and would would “not pay for additional coverage”. Upon agreement and acknowledgment, Mike, the manager, told me to “sign here and initial here”. No where, or at any point, was I told I was accepting new terms or accepting additional insurance coverage for the vehicle.

  in addition, the response to which “the car’s horn was operable” and that “the truck was stained but not dirty” was complete fabrication. This location, as demonstrated from years of negative reviews online for similar infractions, is clearly scamming individual customers in the Nashua community. Not only willing to lie about it to cover their tracks, but not willing to accept that they are in fact operating a fraudulent business scamming individuals out of money knowing they are a franchise that can get away with it without recourse.

  
  Sincerely,
  
  ** *******

*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. ↩