ComplaintsforBudget Rent-A-Car

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We submitted request that our credit card be credited in amount of $435.00 that Budget charged for damage repairs. Budget Rent-A-Car falsely accused of damages during LAX rental period. Upon proof of photos taken prior to leaving Budget lot, Budget acknowledged that damages were not caused by ****** and we would have this on file so you wont get charged for this matter.6/3- received notice from Budget Rent a Car claiming damage repairs in amount of $435.00 to rental car reservation #********* from 4/19/24 to 4/29/24. Indicated allowed one week to respond to notice, otherwise $435.00 charge would be assessed. Thought fraudulent as no description was provided as to location of damage, nor were any damage photos or repair amount invoice included with their notice.6/5 contacted Budget **************** on 45 minute call requesting they describe damages purportedly made, location on auto and damage photos they claim incurred by us.6/5 Budget sent photo of rear bumper damage with invoice for repairs made.6/5 we responded with photos taken on Budget lot at time of rental, showing rear damage pre-existed & painted over.6/6 Budget agent replied with apologies, acknowledged proof photos and wrote we would have this on file so you wont get charged for this matter.6/14 Credit card charged $435.00 by Budget Rent A Car per **** statement.6/15 Contacted Budget again referencing different Budget case #s in handling issue. Each time contacted online, a different case # assigned thus agents are unaware of full communication thread concerns & responses toward resolution of issue.6/21 messaged attention Management that fraudulent damage repair charge to credit card in amount of $435.00 was assessed eight days after Budget wrote would not be charged.6/21 Budget replied investigations take several weeks. To date $435.00 charged has not been credited back.

  Business response

  07/18/2024

  Budget Case: 65392400
  Rental Agreement: U750115155
  
  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.
  
  Our records indicate you reached out to our **************** Team on 7/16/24, and your concerns were resolved. Based on our findings, claims have decided to close the claim and have mailed a letter of closure confirming the action taken based on the findings of our investigation. 
  
  Once again, we apologize for any inconvenience caused by this matter. Accordingly, we are closing our case file.
  
  Sincerely,
  
  Avis Budget Group
  Response Coordinator

  Customer response

  07/22/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rented a vehicle from Saturday, May 25th to Monday morning May27th. Drove less than 15 miles in car, less than 20 total minutes. Drove to the hotel and then drove back to rental agency. I did not even have to fill the tank it was that short. Received a letter a few days later saying car smelled "like" smoke and had to get it cleaned for ******. No one in my party smokes! No proof provided of smoke. Attached is the extortion letter. Notice how the subject changes in the email starting as smells like smoke, but moves to soiled vehicle.

  Customer response

  07/12/2024

  Their proof is just black carpet that can be any vehicle.

  Customer response

  07/12/2024

  Submitted additional info.

  Business response

  07/15/2024

  BBB# ********

  Budget case # 65721515

  Rental # U755772043

  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.  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 issued to your MasterCard  will post to the account within 3-5 days.  We have e-mailed a copy of the amended receipt to you under separate cover for your reference.   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 response

  07/16/2024

  So Budget states they will refund the $450.00, yet latest receipt still shows $881.23.  That still includes the $450.00 bogus charge.  Waiting to see what occurs on my credit card. I DO NOT TRUST BUDGET CAR RENTAL!!!!

  Business response

  07/17/2024

  BBB# ********
  
  Budget case # ********
  
  Rental # U755772043
  
  Thank you for your response. 
  
  $450.00 was billed to your Mastercard on file ending in 0684 on June 15th for a cleaning fee. We submitted a full refund of the fee on July 15th to the same card. Transactions typically will take 3-5 business days to process and we anticipate that this adjustment will reflect on your account no later than July 22nd. We apologize that we cannot expedite this process. 
  
  Sincerely, 
  
  Budget Response Coordinator

  Customer response

  07/24/2024

  Added Proof of Refund

  Customer response

  07/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 3, I went to budget car rental in ***** to pick up a rental reservation 05316091us4. I paid with my credit card and watched the transaction say approved. However , the rep at the desk said that it did not go through, that i must not have enough money on my card. I showed her where Budget took the money off and pending. Then she says the transaction didnt reach to their buoy system and that they working off an old system and that this the 3rd time it happened today. I asked for a manger, because clearly the lady was making up loes as she went. The manager nor rep at the desk said there was nothing they can do about it, and that i will have to wait for my refund 3 to 5 days. So now , I've used all my money to get a rental, cannot get it because their system is old, used the last of my money to get this rental so that i will be able to get to work. I traveled from ******* to ****** for the rental. And now budget takes my money off my card, tells me they can't see the transaction, so they can't give me a car and that there is nothing they can do, I just have to wait for the transaction to fall off and be refunded which would take 3 to five days. It is now July 8th, I called them back this morning, and was I formed that No one has even processed my refund and that I will have to wait another 5 days, totalling 11 days. I have been in contact with them at least 3 times since July 2, and none of the times they processed my refund. I this is unfair and quite frankly, fraud. How can a business take my hard earn money, hold and and not release it nor provide me with the service I paid for. My kids and I has been without transportation, and food for 5 days and all they can offer is a day rental on them. They're holding 502 dollars, while my kids and I starve, because I cannot get out and work because of there s**** up. Is this fair. How is this morally or legally right for business to treat customers this way? I need to be refunded immediately.

  Business response

  07/11/2024

  BBB #: ********
  Budget Case: 66154118
   
  Dear Mr./********************,
   
  In regard 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.
  
  We do confirm that a hold of $502.62 was issued on July 3rd, but no rental agreement was generated. Budget doesn't actually receive any amount of the funds in the hold until a rental has been checked in as completed; if no rental was generated, the funds would automatically be released from our system within 72 hours
  
  However, depending upon the policies of your financial institution, they may take additional time to make the funds once again available for your use. Many financial institutes will return your funds within 15 days after the transaction date.  However, some holds may last as long as 30 days, depending on the issuing bank's policy for travel-related transactions. 
   
  If no pending authorization holds remain, this typically indicates that the unused amount was already allocated back to your balance by your card provider. If you still have a pending transaction on your account, please provide us with your card provider's fax number so we can assist with facilitating a release of the hold as we have no charges to issue against them. You can also call our **************** team at ************** with your card provider in conference call so that we can confirm there is no active or completed rental that require the funds to be held on our behalf. 
  
  Thank you for allowing us to assist you.
   
  Sincerely,
   
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a minivan from Budget Car Rental and picked it on 6/12/2024 and returned it on 6/18/2024 morning. When I returned the vehicle on 6/18 someone checked it and did not mention any issue. However on 6/24 I received a mail from Budget mentioning I will be charged $250 as a cleaning fee since the vehicle had smoke smell. No one in the family smokes and I was traveling with kids. When I talked to the customer service initially they mentioned I will not be charged and since the amount is not charged on my credit card yet they can't do anything but if it is charged I can call them and they will return it ( I received a case number #******** as well which they mentioned to refer in case I need to call them in future). On 7/6/2024 they charged the amount on my credit card and when I call them the same day the customer service representative mentioned, since it had smoke smell I will have to pay and the case number which I was given earlier doesn't have anything mentioned like if charged the amount will be returned.

  Business response

  07/11/2024

  BBB #: ********
  Budget Case: 65907118 
   
  Dear Mr./****************,
   
  In regard 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.
   
  Due to the limited documentation available with your rental details, it does appear that the cleaning fee was issued to your rental in a clerical error. A refund has been submitted and we have attached a copy of the refund letter for your records. 
  
  Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
   
  Sincerely,
   
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  07/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The agent while picking up the keys provided false information saying I need to sign and that all the extra charges are mandatory in **********. After I followed up on the final receipt it turned out I was misled to sign on optional services changing the total cost from 104 in reservation estimate to 160 dollars final total.The customer service refused to reverse the charges, although I explained the situation, that I was misled to sign on the charges, and provided the evidence in my own car insurance and credit card that I would not have need the road side anliability insurance.

  Business response

  07/11/2024

  BBB# ********

  Budget case #  66192478

  Rental # U750692935

  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.  Based upon the information you provided and the findings of our internal investigation, we have adjusted your charges.  A credit of $56.43 has been issued to your **** account.   The credit will post to the account within 3-5 days.  We have e-mailed a copy of the amended receipt to you under separate cover for your reference.   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 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 4, 2024, I rented a vehicle from the Budget location in *************, ** after arriving to ******** on personal business. I did not make a reservation PRIOR to my arrival, (because sometimes I'm able to get a cheaper price when talking to an actual person). I was assisted by a gentlemen named Sebastion at the counter. He was able to assist me in finding a rental, upon confirmation and the total amount I was confused regarding the final price for a week. When I asked why the price was so high, the gentleman stated, "because I did not reserve prior", I understood that, then I was informed that the price was for only 3 days, and He couldn't make it for a week, and told me that I would have to call customer service to extend my rental after the 3 days. When He asked me to confirm my information on the screen, I asked Him why He didn't ask for my car insurance information, He stated because that was already included in rental, still confused I asked why I couldn't use my personal insurance like I did previously? He again stated I couldn't because I didn't reserve the vehicle prior and told me to contact the customer service rep. I called *** and was told I could NOT get a refund because I still had an open car rental agreement with them and if at the moment, I would have to cancel my current rental agreement in order to process my refund and be able to use my own insurance, that was again unsuccessful. I then contacted the *** and was met with complete disregard, unprofessionalism, and rudeness. After not coming up with a resolution I asked to speak to a supervisor and was put in some cue for them to reach out to me. After going back and forth regarding reaching me, I received an email from ************** (RCS), and He was not understanding and completely disregarded my claim. He stated that I accepted the extra charges to use Budget insurance and there was nothing he can do. I again explained to him that I did not nor did anything on the screen asked me.

  Customer response

  07/11/2024

  This is the final receipt I received. Should have everything thats needed. 

  Business response

  07/14/2024

  BBB# ********

  Budget case # 65606972

  Rental # U732018932

  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.  Based upon the information you provided and the findings of our internal investigation, we have refunded the coverage charges billed on your rental.  The credit issued to your **** card will post to the account within 3-5 days.  We have e-mailed a copy of the amended receipt to you under separate cover for your reference.   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 response

  07/16/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11 June 2024, I rented a vehicle from the Budget Rental car facility located at **************************** (IAD) at approximately 1630. It was a reddish-orange Kia ***** I returned the vehicle on 14 June 2024 at approximately 1900/1930 to the same location where I picked up the vehicle. I pulled into the return lane and left the keys in the car as instructed by the rental attendant. I received an email approximately one week later saying I had not returned the car. I placed a call to the local Dulles Budget branch where I rented the vehicle to inquire - they said they did not have a record of the vehicle and were rude and unhelpful. I called corporate Budget customer service who confirmed the vehicle was turned in but that the contract had not been closed. Since turning in the vehicle on 14 June, I have called Budget at least 5/6 times with no resolution, which is to close out the contract and provide a receipt reflecting the rental dates from ***** June 2024. I require this receipt to do my accounting for work. I still receive weekly emails that the car has not been turned in. When I ask them to close the contract, they say they can't because it has been "escalated" to an office that I cannot speak with because it is internal, and customer service claims they cannot close it, as does the local Dulles branch. This is infuriating. The case number associated with my issue is ******** and the rental contract was *********. I work for the ********** of ***** and will be returning to my overseas assignment tomorrow and fear Budget will not close out the contract or will charge me for a vehicle that was turned in on time.

  Business response

  07/11/2024

  BBB# ********

  Budget case # 65824308

  Rental # U772938994

  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.  Our records indicate that the vehicle you rented has been inventoried and the contract has been closed.  We have e-mailed you a copy of the receipt under separate cover for your reference.  We apologize for the frustration 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 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had pre paid a car rental to be picked up at the *************** Budget store, which I have done many times over the last two years. When I got to the desk, the agent informed me that she couldn't give me the car because my credit wasn't in good standing. I was confused but she refused to give me the rental. She told me she had to cancel the reservation and that my money would "fall off" from the pending status in my bank account. Well, it never fell off, budget got the money. I have been fighting this claim for weeks and weeks. Have just received paperwork from my bank indicating why my bank won't reimburse me. Budget is claiming that I was a no show that day and never cancelled my car. I wasn't a NO SHOW. I was standing there arguing with this agent as to why I couldn't have a car. I had to get a ride from a friend to get me to the hospital to my dad.

  Business response

  07/16/2024

  BBB #: ********
  Budget Case: 64523787
   
  Dear Mr./********************,
   
  In regard 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 4 reservation were booked for use from RDU from March 26th to April 3rd:
  49264585US6 was booked through phone support with a Pay Later quote of $603.32 - this reservation was later cancelled.
  49264479US5 was booked through phone support but a prepayment attempt failed due to a card decline and this reservation automatically cancelled.
  49264480US6 was booked through phone support but a prepayment attempt failed due to a card decline and this reservation automatically cancelled.
  49263362US1 was booked through phone support but a prepayment attempt failed due to a card decline and this reservation automatically cancelled.
  
  Reservation 49262986US3 was booked through Budget.com self-service with a prepayment of $603.32 for use from RDU from March 27th to April 4th and had no cancellation submitted
  
  From our review it does appear that reservation 49262986US3 may have been overlooked during your communications with our **************** team and we do apologize for any difficulties that you may have experienced as a result. The full refund of the $603.32 prepayment made for 49262986US3 has been submitted. Prepayment refunds typically process within 3-5 business days but can take up to 14 days in some cases. 
  
  Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
  
   
  Sincerely,
   
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  07/19/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing this complaint due to clear evidence of system-level issues with Budget car rental. I solely booked with Budget to rent a minivan. On arriving at the address, the prior customer did not return the vehicle, and there were no minivans remaining. While I understand this was out of the company's control, there should have been extra stock. I am predominantly filing a complaint due to my communication with Budget afterwards.1. I called Budget to see if there was a minivan available at another nearby location, after noting I picked up an alternative vehicle that was not big enough. I was told a minivan was at ****************** and was given a phone number "to the front desk". It did not connect me to the front desk and I was unable to confirm this.2. I called a second time for another direct phone number. This phone number also did not go to the front desk.3. I called a third time and was told that swapping out vehicles was not an option, despite phone call #1.4. Due to this issue, I had to throw out several hundred dollars worth of goods as I initiated a move with the vehicle, due to not having enough space for family, including a newborn. Even with this, the vehicle was extremely cramped.5. I ultimately got in touch with a manager who said that they would waive the fuel charge and provide a 30% discount on the rental. 6. On returning the car, these changes were not reflected.7. I had to then call again, wasting more of my time. I was told that only the fuel charge was waived, not the 30% discount.I am filing this complaint (which I decided against originally after event #5) because these events were unacceptable for a customer. I paid the company several hundred dollars for our rental and lost several hundred more due to system-level issues not getting me the vehicle I needed. It wasted several hours of my time, which also has financial value. The smaller vehicle also caused an emotional burden, considering our move with a newborn.

  Business response

  07/10/2024

  BBB #: ********
  Case: 65983623
  
  Dear Mr./******************, 
  
  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.
  
  We have checked our records and show that we offered to remove the fuel charge and any late fees. The fuel charge was removed on June 29th, 2024, in the amount of $120.84, and no late fee was billed. As you did get a different class of vehicle I have discounted the rate by $22.90, please allow up to 10 business days for this additional credit to post. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  07/14/2024

  I am rejecting this response because: I was told by the manager on the phone as these events were happening that I would also have a 30% discount, on top of the no fuel fee and late fee waiver. I would like to know why this was not documented after I was provided with the assurance.

  Business response

  07/16/2024

  BBB #: 21943004
  Case: 65983623
  
  Dear Mr./******************, 
  
  Thank you for reaching back out to us. 
  
  When our **************** team was contacted on June 27th, they noted an offer to waive any late fees and all fuel charges. This was honored on June 29th in an adjustment of $120.84. We have issued an additional accommodation for the vehicle class in use in a credit of $22.90 on July 10th. Unfortunately, no other offers are noted and we have no further compensations to issue for this rental.
  
  We apologize that there was not a more favorable outcome.
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  07/18/2024

  I have reviewed the business response and accept this resolution. I will not be returning to Budget rent a car in the future if there is any possibility of avoiding it. I am still unhappy with the communication, which included the prior noted additional discount that was later rescinded without letting me know.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a car from Budget, via *************** in the **, to be collected at ************* on the 10th of June 2024. I was issued with a pre-paid voucher. When I collected the vehicle I asked if the voucher covered all charges and was informed by the agent that it did, as long as I returned the vehicle full of fuel. On that based I signed the agreement. I was not offered any 'optional' extras. I was aware that there are a number of toll roads in ******* and during the period we had the hire car we deliberately avoided using them. We returned the vehicle full of fuel as required. Subsequently an additional chare of US$119.91 was charged to my credit card. When I disputed this with Budget, I was informed that it was for pre-paid tolls. They maintain that as I signed the rental agreement, that included them, I had agreed to them. I dispute this. I categorically asked if my voucher included everything and was told it did. It is shown on the rental agreement as an "optional service". I wasn't given an optional to agree to it or not. It was just added without my knowledge. There appears to an area to initial the total additional charges on the rental agreement. I didn't add my initials or was asked to do so. If I had agreed to it, I would certainly have used tolls roads. Avoiding them added to journey times and incurred additional fuel costs. I was visiting ******* from the ** for a holiday. I collected the vehicle after a long flight and queuing for over an hour at the rental facility so therefore was quite tired. The agent deliberately mislead me when she said my pre-paid voucher covered everything. Added an optional charge, without my knowledge. This seems to be a common practice with rental car companies, adding additional charges without consent, particularly after a long journey. I thought a reputable business like Budget would be above such practices. I request that you intercede on my behalf and have this unauthorised charge be refunded to me.

  Business response

  07/10/2024

  BBB #: ********
  Case: 65982731
  
  Dear Mr./******************, 
  
  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 toll package was listed and signed for on your agreement, due to this we do find the charge valid. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  07/11/2024

  I am rejecting this response because:   Budget/Avis are missing the point. They misled me into signing an agreement without explaining that an optional extra had been added without telling me about it, thereby giving me the option to agree to it, or reject it. In addition, I was further misled by the agent who, when asked, said that my pre-paid voucher covered everything. This was her opportunity to tell me that it didnt cover the (pre-paid) toll charges. Surely the agent has a responsibility to make sure that customers are fully aware of all charges before asking the customer to sign the agreement. It is worth noting, that you sign the agreement on a computer pad, so dont actually see the full details, until afterwards when you are presented with a paper copy.  There was a long queue at the rental desks at the time - we waited for approximately an hour before being served. Perhaps the agent was ******* to reduce the queue by hurriedly dealing with us. If so, this should not be to our detriment. Unfortunately, some car rental companies have a reputation for adding unauthorised charges. I didnt expect that a reputable business like Budget/Avis would resort to such unscrupulous tactics. That is why I opted to use them, as I have done on numerous previous occasions. I therefore ask that they reconsider their decision and refund these charges, thereby restoring their reputation in my eyes. At present, I am reluctant to refer this issue to consumer and media g organisations in the **, as I feel very strongly about this matter.

  Business response

  07/15/2024

  Budget Case: 65982731
  
  In regards to the aforementioned BBB complaint Case ID# ********
  
  We thank you for giving us the opportunity to address your inquiry regarding our option coverage/counter products. 
  
  Please be assured it is not a practice of Budget to charge for a product that is not wanted or needed, the decision of course is left up to the customer. Unfortunately, we are unable to verify the nature of the conversation at the counter. As such the rental documents are the best evidence of what you agreed to at the rental counter.  
  
  The unlimited E-************* when you purchased it all cost of tolls and convenience Fees were included. Therefore, because you had paid a flat fee for the unlimited toll package during your rental period, you did not incur any toll charges.
    
  Budget does not wish to deceive anyone we do our best to make sure that all pertinent information is made available to our customers were you acknowledged you have read and agreed to the terms and conditions and charges of the rental contract.
  
  Therefore, as a customer service gesture, we have processed a 50% adjustment for the toll charge billed to your rental. A credit of $59.95 will post to the Master card ending in 0667 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
  Avis Budget Group, Inc. 
  
  
  

  Customer response

  07/17/2024

  I have reviewed the business response and accept this resolution. Although we are not fully satisfied, it is a fair compromise.

*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. ↩