Business Profile

Auto Rentals and Leasing

Budget Rent-A-Car

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints filed against this business, BBB only publishes the details for 15% of the total complaints filed.

Complaints

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

Customer Complaints Summary

3,011 total complaints in the last 3 years.
1,094 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/19/2025
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.
Case# ******** Rental# U782971711 Reservation# ********US6 I had a car rental reservation from 7-17 October 2024. Pick up and drop off at **************************. I dropped off the car around 6:30am in the drop off slot in the airport. I first checked the front desk for budget to see if they were open but all lights were out and it was very early in the morning. I had a one way flight back to ************. The flight took off around 8am. After I dropped off the keys onto the slot, I proceeded through ***, bored my flight and made it home. A few days later, I see a charge on my card for the amount of $99.65. I called budget to see why and theyre claiming I dropped off the car one day late on the 18th, which would be physically impossible since I left ******* the morning of the 17th. I emailed the evidence of my flight, bank statement, reservation, everything. They still refused to refund me. I disputed it with the bank and they also didnt have any luck with this company. The evidence is clear that I was overcharged. I want my money back and I will never use this company again.
Business Response
Date: 03/19/2025
Budget Case: 68664157
Regarding the aforementioned BBB complaint Case # ********.
Upon review of case details our records revealed that a credit of $99.65 was issued to the **** card ending in 1939 today March 19, 2025. Please allow 3-5 business days for the processing of this refund to the account.
Sincerely,
ABG Client Relations

Customer Answer
Date: 03/25/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/18/2025
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 issued a preregistered confirmed reservation for car rental (number below) and failed to honor the reservation. Budget staff present left the customer without recourse at **************** at 11:30 pm with only an apology. Budget subsequently charged a cancelation fee for the auto they failed to provide.
Business Response
Date: 03/18/2025
BBB #: ********
Case: 71138234

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 you booked this through Priceline and the 3rd party imposed the no show fee to **** card ending 6541. Please call our customer service at ************ and provide your credit card information and Budget would be happy to refund this fee.
Only by being made aware of a problem can we correct it and offer the high quality of service that our customers expect and deserve.
Sincerely,
Customer Advocacy Response Coordinator
Avis Budget Group
Initial Complaint
Date:03/18/2025
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.
Rented a car from Budget Car Rental at ****************** 1/15-21/25. I booked the reservation online was quoted $519.91. Arrived at the counter *** found reservation car offered wasn't suitable & he offered an upgrade at no additional charge we agreed as long as it was the same price, he proceeded with the other add on items Insurance we verbally refused, Roadside assistance we verbally refused, Refueling Fee we verbally refused & then my husband said to add it on for the $45 charge. We were asked to check the little credit card screen to see if everything looked ok & scroll down and sign. The charge for the car was there the charge for the gas was there and that was it. We signed and they gave us the key & a piece of paper where to locate the car no receipt or copy of what we signed assumed it would be e-mailed. No e-mail arrived. In February received my credit card statement a the charge was double $1081.27. Made several phone calls to get the additional charge removed was told I would get a refund of $500.23. March statement arrived the charge still there & now an $8 late fee. Called again on 2/12/25 was told that upper management rejected the refund because they have a signed contract for an amount I didn't agree to (I guess that's why they never provided a receipt or e-mail) after stating what I verbally agreed to & verbally rejected they said the best they could do is refund 50% but the insurance company won't because they have a signed contract & we returned the car already. Never in my life have I rented a car and been charged for items I verbally refused at the counter. There is some kind of scam going on with that.
Business Response
Date: 03/18/2025
BBB #: ********
Case: 71224091

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

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

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;
Renter's Name;
Rental Location;
Exact Date/Year of Rental;

Thank you for giving us this opportunity to be of assistance to you. We look forward to serving your future car rental needs.

Sincerely,

ABG Client Relations Team
Avis Budget Group
Customer Answer
Date: 03/27/2025
This is response to your request for additional information. I don't have a reservation number or contract number since we never received a receipt nor an e-mail with that information on it. The information I can provide is as follows:
Confirmation # ********US5
Renter's Name: ****** M *****
Driver's Name: *** *****
Rental Location: ***********************, *******************************************************************************************
Exact Date of Rental: pick up: January 15, 2025 at 11:15am - Drop off: January 21, 2025 at 10:25pm at *********************** *******
Total Price of confirmed reservation: ****** + tax & fees + 519.91
Additional item added at counter: Refueling charge of $45 + tax & fee = ****** (which we verbally agreed to at the counter)
All other add-on items were verbally refused at the counter, did not appear on the screen we reviewed (just the car & gas) and that is the what we signed for after we scrolled to the bottom and signed. There was no line/fee charge showing on the screen or we would have had them correct it immediately.
If we received a receipt printout and saw the additional charges, we would have spoke up immediately. If an e-mail had been received showing a copy of the receipt by the time we got to the pick-up location I would have gone back to the counter immediately,
The first time I was aware of the additional charges was when I received the credit card bill & contacted them immediately.
Customer Answer
Date: 03/27/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/18/2025
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.
Were told in order for both my wife and I to drive the car We'd have to be added to the paperwork.I asked how much that would cost, the answer was $20. I said sure..3 days into the week I called to speak with someone about the condition of the car and about the fees having us both listed as ******s on the paperwork.The cost for having a second ****** listed on the paperwork isnt $20 as I was told.Its $4.99 + $2.99 + $19.99 per DAY, for each day, every ****** added up to $160.00. I most certainly would not have agreed to.I noticed the car making noises that it shouldnt be,The front bumper is being held on by three ***** sheetrock screws Its hanging down a bit.Making a noise when you turn the steering wheel all the way, a tire is rubbing the front bumper.I called the front desk.The same woman that did the paperwork with us originally answered the phone.I told her the front bumper is loose, its being held on with three sheetrock screws, Im concerned it will fall off if I hit a bump, she said - Ok, and I hear, click, the phone line starts ringing, some man picks up I told him the same thing and asked if hed switch the car for another one.He explains, he has nothing to do with Budget or this rental, he just fixes cars for them.The woman at the budget counter wants me to bring her car to her fixit place to get fixed.I was shocked, youre kidding.I didnt know a big name car rental company rented cars in this condition.I was completely caught by surprise.This car needs-A body shop- to fix the nose.Mechanical work-Shocks, or struts or springs or all three. Brake work, particularly the electrically operated parking bake in the rear.Windshield wipers.This statement is made assuming the $160 I was charged that I shouldnt have been for the second ****** is just completely removed.They're asking for $619 to rent a car that is on it's last leg.This form isnt long enough.Theres more to this that wont fit
Business Response
Date: 03/18/2025
BBB #: ********
Case: 71132933

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.
Per your signed rental agreement the *** (additional driver) billed at $4.99 daily; TPL (third liability insurance) billed at $19.99 a daily and ERA (emergency roadside assistance) billed at $2.99 daily. These options were selected and signed for therefore they are valid charges.
We do apologize for any frustration or confusion this may have caused but we thank you for giving us an opportunity to resolve the billing questions.
I assure you we take matters of this nature seriously and are committed to continually improve our service. I look forward to having you use Budget in the future and having a much improved experience.
Sincerely,

Customer Advocacy Response Coordinator
Avis Budget Group

Customer Answer
Date: 03/18/2025
My name is *** *******.
My reservation # is 17415922US6
My case # is 71132933
I will paste the email exchange with the general manager of Budget Rent a Car at
*****************************, *************** Bradly ****** below.

First, this is what I wrote to ****** ******

Mr. ******* ******,
Hello, my name is *** *******.
How are you ?
Its nice to meet you.

I rented a car from Budget car rental through Expedia for the 7 days- 3/5/2025 through 3/12/2025.
First,
When I got to the counter I couldnt find my ******s license, my fault,
We gave my wife ****** ********* ******s license.
I was told the credit card had to match the license, we gave my wife credit card ( same account ).
Were told in order for me to drive the car Id have to be added to the paperwork.
I asked how much that would cost, the answer was $20.
Not enough to bother over, I said sure..
Murphys Law, the paperwork is done, I find my ******s license, the woman took both of our licenses.
3 days into the week I called to speak with someone about the condition of the car and about the fees
for unnecessarily having us both listed as ******s on the paperwork.
I was at our hotel and aI went over the paperwork.
The cost for having a second ****** listed on the paperwork isnt $20 as I was told.
Its $4.99 + $2.99 + $19.99 per DAY, for each day, every day.
It added up to ( I think, you can verify ) $160.00.
Thats a lot, that I most certainly would not have agreed to, especially since I gave the woman at the counter
both of our ******s licenses.
All she had to do was change the paperwork.

I left.
I went to get the car.
It was parked nose into the chainlink fence.
We put our bags in the car and drove to the hotel.
I noticed the car making noises that it shouldnt be,
But I didnt notice the front bumper until the next morning.
The front bumper is being held on ( best I can see ) by three ***** sheetrock screws.
Its hanging down a bit.
This explains the noise when you turn the steering wheel all the way,
I think a tire is rubbing the front bumper.
This was fairly serious to me, I didnt want to be stuck somewhere because the nose fell off the car.
I called the front desk.
The same woman that did the paperwork with us originally answered the phone.
I told her the front bumper is loose, its being held on with three sheetrock screws, Im concerned it will fall off if I hit a bump, she said - Ok, and I hear, click, the phone line starts ringing, some man picks up I told him the same thing and asked if hed switch the car for another one.
He explains, he has nothing to do with Budget or this rental, he just fixes cars for them.
The woman at the budget counter wants me to bring her car to her fixit place to get fixed.
I was shocked, youre kidding.
I got off the phone and said to my wife, hopefully the car will hold together for the week
and we wont be bothered with it.

*******,
Please forgive me my ignorance.
I didnt know a big name car rental company rented cars in this condition.
I was completely caught by surprise.
Maybe I should have done a more thorough walk around when I went to the parking lot to pick the car up.

Fo you, in the interest of helping-
This car needs-
A body shop- to fix the nose.
Mechanical work-
Shocks, or struts or springs or all three.
Brake work, particularly the electrically operated parking bake in the rear.
All week its making a funny noise when its actuated and that noise is getting louder.
Windshield wipers.

My wife and I cleaned the car by hand before we gave it back.
We wouldnt run it through a car wash for concern one of the rotating brushes would grab the front bumper
in one of the open seams and pull it off.
We gave the car back cleaned and full to the brim with gas.

The bottom line on the bill.
Please,
The cost for what I was given is far out of line.
This statement is made assuming the $160 I was charged that I shouldnt have been
for the second ****** is just completely removed.

*******, please understand.
I am absolutely not a get mad, yelling, or mean kind of person at all.
I would never threaten in any way.
Im simply asking,
What would be the best way for me to care for this situation / over the top bill from Budget Rent a car.
Whatever you recommend I will do.
I know I can just go to my credit card company, theyll just remove your payment and give it back to me.
I dont think that should be my first avenue of recourse.
Should I send this letter to Budget corporate headquarters ?
Would that help ?
Again, anything I can do to help you help me you just tell me.

Theres a Rental Agreement # in the top right corner of the paper work.
BAPO-53159
If that helps.

Thank you so much for your attention to this matter..

*** *******

This is the response I got back from ****** ******.
From this response he didnt even go to the trouble of reading all I wrote, he certainly didnt address everything.

Good day,

I sincerely apologize for any confusion or miscommunication that may have occurred. However, please be advised that we adhere to a strict policy regarding the alignment of the renter's ******'s license and the name on the credit card. This procedure is in place to prevent potential fraud. Specifically, for both **** and Budget and the guest. In order to rent a vehicle, we require a valid ******'s license, a credit or debit card with the primary renters name on it, as well as your initials and signature to confirm the price and terms of the agreement.

I have already discussed the matter with my agent, who reviewed the liability coverage ($19.99) indicated on the contract, which was signed by all parties involved. We ensure that every agent provides each guest with a paper copy of the agreement to verify charges and totals.

Should you have any further questions or concerns, please feel free to reach out. For your convenience, I have also included our additional ****** policy on our local website: (************************************).

Thank you for your understanding.

Driver's license
A PHYSICAL VALID DRIVERS LICENSE AND A MAJOR CREDIT/DEBIT CARD IN THE SAME NAME MUST BE PRESENTED BY THE RENTER AT TIME OF PICK UP. (WE DO NOT ACCEPT PAPER COPIES OR DIGITAL COPIES OF DRIVERS LICENSES). ANYONE PRESENTING AN EXPIRED DRIVERS LICENSE ALONG WITH PROOF OF EXTENSION SHALL BE ACCEPTABLE ACCORDING TO YOUR STATE LAWS REGARDING RENEWALS.

UNDERAGE DRIVERS BETWEEN THE AGES OF ***** CAN RENT MOST OF OUR CAR CATEGORIES BY PAYING THE $25 PER DAY UNDERAGE FEE.

ADDITIONAL DRIVERS MUST PRESENT A VALID DRIVERS LICENSE AT THE TIME OF PICK UP AND AGREE TO THE ADDITIONAL DRIVER FEE OF $9.99 PER DAY AND $4.99 PER DAY FOR SPOUSES.

******* *******
General Manager **** & Budget
**************************************** (STT)
*************************************************************************
Contact: ************
Business Response
Date: 03/25/2025
BBB #: 23069917
Case: 71132933

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

Thank you for your reply, we do apologize for any frustration that this has caused you.

Our records show the Budget at the ***************************** location is independently owned and operates as a franchisee of **** Budget Group. We've forwarded your complaint to the owner of this franchise so they can respond.

Thank you for allowing us to assist you.

Sincerely,

Customer Advocacy Response Coordinator
**** Budget Group
Initial Complaint
Date:03/17/2025
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.
RESERVATION NUMBER 18138132US5 RENTAL AGREEMENT U138602940 I'm submitting another complaint to BUDGET!! I can not believe that your RENTAL CAR COMPANY WOULD SUBMIT A BILL TO ME THAT I NEED TO PAY YOU $450.00 FOR CLEANING OF A VEHICLE THAT YOU!!!! DID NOT CLEAN! I WENT TO *********** ********* TO BURY MY AUNT AND THIS VECHLE SMELLED OF SEVERE CIGARETTE SMOKE AND WAS COMPLETLY DIRTY FROM THE LAST PEOPLE THAT RENTED THIS VEHICLE. I CALLED YOUR COMPANY THREE TO FOUR TIME DURING MY STAY TO NOTIFY YOU OF THIS ISSUES WITH THIS TAHOE. YOU MADE A VERY STRESSFUL SITUATION EVEN MORE STRESSFUL FOR MY FAMILY AND YOU HAVE THE ***** TO CHARGE ME $450.00 TO CLEAN A VEHICLE THAT WAS DIRTY AND FILTHY WHEN I PICKED IT UP. WHEN WE ARRIVED TO ***********. THERE WAS 1 PERSON WORKING THE COUNTER WHEN WE ARRIVED AND I WANTED 2 HOURS TO GET THIS DIRTY FILTHY DAMAGED VECHICLE!!!I CALLED YOU 4 TIMES WHILE I WAS IN *********** TO REPORT THIS CONDITION OF THIS VECHILE I EMAILED YOU SEVERAL TIMES TO GET SOME KIND OF COMMUNICATION TO RECTIFIY THIS SITUATION I SENT YOU PICTURES OF THE DIRTY FILTHY TOHOE!!! I SPOKE TO BUDGET TINO AT THE DROP OFF LOCATION. I SPOKE TO BUDGET REPRESENTIVE ON 3/01/2025 ABOUT THE COMPLAINTS AND SHE STATED SHE WOULD REFUND ME 3 DAYS FOR THE ISSUES WITH THIS RENTAL!!!I WANT THIS $450.00 REMOVED IMMEDIAELY AND A FULL REFUND. I'VE ATTACHED ALL COMMUICATION WITH YOUR COMPANY REGARDING THIS COMPLAINT
Business Response
Date: 03/17/2025
BBB #: ********
Case: 70704678

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

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

Based upon the information you provided and the findings of our internal investigation, we show that the billing for the cleaning fee was stopped on 3/12/25 and a stop billing letter was emailed as well.

We also show that you were refunded 2 days off of this rental in the amount of $206.19 on 3/3/25 for compensation.

Thank you for giving us this opportunity to be of assistance to you. We look forward to serving your future car rental needs.

Sincerely,

ABG Client Relations Team
Avis Budget Group
Initial Complaint
Date:03/17/2025
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 was renting a car from ********, ** to ***************, ** and was told by the Manager, that due to the emergent situation that I was in, I would not be charged the additional One-Way fee and that he would remove it from my charges (which he did, as my receipt did not reflect that additional charge). When I turned the car in at the *********************** location, they added the the charge back on. This is an improper business practice by Budget to extort money from unsuspecting travelers. I would like the charge refunded, as I was told that it would be.
Business Response
Date: 03/18/2025
Budget Case# ********
Budget Rental: 121108326

Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********

We have reviewed your Complaint and based upon the findings of our internal investigation; we have processed a refund for the one-way charge billed to the rental. A credit of $244.45 will post to the **** card ending in 1262 within 3-5 business days.

Please accept our apologies for any inconvenience this matter has caused you. If there is anything further, we can do to assist, please do not hesitate to reach out to us.

Sincerely,

ABG Client Relations
Escalation Team
Avis Budget ***********

Customer Answer
Date: 03/25/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/14/2025
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 vehicle from budget rental car on February *******, With the return date being February ******* at approximately 3pm. However my wife, daughter, babi (our dog) and myself was involved in a very terrifying vehicle **** (spinning 3 times and flipping over 4 times) on February ******* at 7:38pm. Our daughter (****** ******) was transported to the hospital from the accident scene. She sustained injuries to her back and shoulder along with bruises on her head. Initially I agreed to pay the total amount of $305.36 plus a holding deposit of $200.00 which brought my total to $505.36. Budget Rental Car haven't reached out to check on me or my family nor did they accommodate me for the loss of the rental. My insurance company (**********) were notified and are covering the total cost of repairs, Budget have fraudulently charged my credit card and refuses to refund $2015.77. I'm reaching out to you guys in hopes that something will be done about the criminal acts of this 2.3 billion dollar company.
Business Response
Date: 03/17/2025
BBB #: ********
Case: 70614151

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 your rental has been adjusted back to the date of loss and a refund of $1,648.19 was issued to the **** card ending in 6526 on March 15th, 2025. Please allow up to 10 business days for this refund to process.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Initial Complaint
Date:03/13/2025
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.
On March 1, 2025 we arrived at *****************************. We waited over an hour in the fastbreak line as there werent enough cars for people with reservations. When we finally received a car, it was obvious they had been ******* them out onto the lots without properly cleaning or checking fuel levels. The car we received was only at 50% fuel and the company had not filled it to full before giving it to us. We advised the gate attendant of this. He looked at the fuel gauge and he stated he would record this on our reservation. He then advised us to return the vehicle at the same fuel level, which we did. What else could we have done to ensure we would not be billed for this? When we were billed for our rental we were charged and extra $54.31 in fuel servicing because we returned the car with half a tank of gas, which we were told to do. Apparently the gate attendant never actually recorded the half tank of gas on our reservation as he confirmed he would. I called customer service and they asked if I took a picture of the fuel level but I did not, because why would I? The attendant said he would record this. They advised all they could do was 50% refund. I asked to speak to a supervisor because I didnt think it was fair to pay for a previous renters mistake and also a Budget employees negligence. The supervisor stated they would not refund the charge at all at this point, not even 50%. They would no longer honour the 50% offered a few minutes earlier because I declined it (which I only did because I wanted to speak to a supervisor). When I pushed back they eventually said the best they would do is 30%. I had no choice but to agree to this. It is very obvious I was scammed by Budget and its employees. This needs to be investigated as I did everything I could have to ensure it was known by Budget that my tank was half full on pick up. Plus the supervisor switching from 50% to 0% to 30% refund of the charge confirms Budget employees sketchy business practices.
Business Response
Date: 03/13/2025
BBB# ********
Budget case # 71008685
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 fuel charge 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 Answer
Date: 03/19/2025
I was recently notified that the business has refunded the charge in full. Thank you for your assistance in getting this resolved.
Initial Complaint
Date:03/13/2025
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.
Date of transaction January 31st through February 28th Case ID Number ******** / Rental Agreement Number ********* / Company Location : ************************************************************************************ -Amount paid : $1749.09 -The business committed to provide me a rental car -The nature of the dispute is I was double charged because the billing was consolidated & was posted to my ************ charged me again for the same amount I paid over the course of about few weeks because I rent the car week by week usually for the ********* pay in full money is removed from my account each week I extend the vehicle Ive called customer service to resolve the ************ have been giving me the run around different agents keep telling me different things regarding my refund every time I call & refuse to provide me with a receipt regarding my refund details this has been & ongoing issues since march 3rd 2025 since Ive called to resolve the double charge Ive provided a receipt with proof of total charges paid & a screenshot of my transaction with the consolidated charge posted to my account
Business Response
Date: 03/13/2025
Budget Case: 70462104
Rental Agreement: U938311021

In regards to the aforementioned BBB Complaint ID: ********, thank you for giving us the opportunity to address your concerns.

Here at Budget, we pride ourselves on our excellent customer service. And in this instance, we clearly dropped the ball.

Your refund of $1,749.09 has been processed today and it post to your account within 3-5 business days.

Thank you for giving us the opportunity to address your concerns. We hope to see you again soon.

Sincerely,

Avis Budget Group
Response Coordinator
Customer Answer
Date: 03/27/2025
I was charged another amount of $2810.19 & it put my account back in the negatives again I want this charged reversed Im not looking for any money the rental car is returned I made it clear since I was double charged that I will return the rental car when I get my money refunded for the previous double charge once I received my money back I returned the rental car now Im looking to get these charges cleared I returned the car with no issues
Initial Complaint
Date:03/13/2025
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.
On 2/17/25 we rented a **** Explorer from the Budget Rental at the ***************. About an hour after departing the rental facility it became apparent that the vehicles radio was broken and we would not be able to use it for the duration of our rental. We returned the vehicle on 2/23/25 at 4:30AM. At the time, I asked the employee working if the condition of the vehicle was ok, he told me "you're good". We picked up our things and took the tram to the airport to go home. On 2/27/25 I received a letter claiming that there was damage to the vehicle and that we would be charged a $450 dollar cleaning fee within the next week. At first I thought the letter was a scam. I googled the letter and apparently this is something Budget tries to pull on their customers. I would never have rented from them if I knew. The letter states that the charges were due to "animal hair, bio hazard, excessive dirt and garbage, paint, smoke smell, spills/liquids". This is very contradictory to "you're good". I don't have any pets, I don't know what they would consider a biohazard but we would not have anything of that sort in the car. If it was, it was there from the previous renter which is even grosser. We don't smoke, there were no spills, and I have no idea who would have paint in a rental car. In reading our rental contract it does say that they may charge a cleaning fee for for smoke. I think they added this because its near impossible to contest. You can't take a picture to prove it doesn't smell. We are a family that traveled to visit our family in *******. We didn't do anything weird or wild. There may have been crumbs in the vehicle. Nothing more than a five minute vacuum. I would hope they routinely vacuum the vehicles before each rental. There was an email address to dispute the charge. I immediate filed a dispute on 2/27/25 and received no response. I followed up today 3/10/25. I would like a refund for the cleaning charge and a partial refund for the rental due to the radio.
Business Response
Date: 03/13/2025
BBB #: ********
Case: 71115227

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

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

Based upon the information you provided and the findings of our internal investigation, there was trash left in the vehicle but have refunded the half cleaning fee billed on the rental in the amount of $250 and emailed you a refund letter advising of this. Please allow up to 10 business days for this to reflect. As for compensation for the radio not working, this did not effect the usage of the vehicle, also this was not reported to customer service nor was the vehicle exchanged. Due to this we would not be issuing compensation for the radio.

Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate you contacting us. Only by being made aware of a problem can we correct it and offer the high quality of service that our customers expect and deserve.

Thank you for giving us this opportunity to be of assistance to you. We look forward to serving your future car rental needs.

Sincerely,

ABG Client Relations Team
Avis Budget Group
Customer Answer
Date: 03/17/2025
I appreciate the partial refund and better explanation of charges however I still disagree with Budgets decision regarding the cleaning fee. The pictures attached were taken an hour and a half after we returned the vehicle. They are also blurry. I cannot say what this garbage is, let-alone that it is ours or that it should incur a $200 cleaning charge. The response does not address the defective radio either. I would like the remainder of the $200 cleaning charge refunded as well as a portion of our rental fee.
Business Response
Date: 03/25/2025
BBB #: ********
Case: 71115227

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

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

As per our terms and conditions that you agreed to it states; You will pay a reasonable fee for cleaning the Vehicles interior or exterior for what we determine in our sole discretion are excessive stains, trash, dirt, soilage, odors, or pet hair after the Vehicle is returned. At check in the agent at return does not inspect the vehicle for damage and/or cleanliness. The vehicle is sent to our maintenance team after each rental and if the vehicle is found to need cleaning, it will be taken out of fleet to be cleaned. Once the vehicle has been cleaned and can be returned to renting, the invoice for cleaning is processed then forwarded to the customer for notification of charges. This process can take up to 3 months between when the vehicle is returned and notification is received by the customer.

As for the radio not working, this did not effect the usage of the vehicle, also this was not reported to customer service nor was the vehicle exchanged. Due to this we would not be issuing compensation for the radio.

We take complaint resolution seriously and therefore we have thoroughly reviewed your concerns. We have carefully read and listened to your concerns, and based our response on experience and the facts at hand. As such, we are not able to provide any further compensation. Your feedback is extremely important to us, and we hope that you continue to consider us for your future rental needs.

Thank you for allowing us to assist you. Your case has now been closed.

Sincerely,

ABG Client Relations Team
Avis Budget Group

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