ComplaintsforBudget Rent-A-Car

Auto Rentals and Leasing

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Customer Complaint:

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Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
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.
I rented a car Friday and returned it Sunday, purchased and paid for through ****** directly. I had a dead battery and was unable to return the vehicle on time, awaited AAA to give me a jump and discussed this with the location. They advised me I would not be charged anything additional for the tardy return and yet I was charged an additional $179.94 I want this fully refunded as I was advised there was nothing to be charged!
Customer response
09/16/2024
******* ****
rental agreement: 792936966
9/6/24-9/8/24

Business response
09/17/2024
BBB #: ********
Case: 67687971

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.

We were not able to find any calls into our **************** or Roadside about problems with the vehicle. Additionally, we show that the vehicle was able to go right back out on rental with no problems. Based on this we do find the rental charges to be valid and not adjustment is owed.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Customer response
09/17/2024
I am rejecting this response because: As advised I use MY AAA, I was unaware that I could have used you alls for free. As I advised the member of your team and management during drop off. Please review to discuss with the person who closed out my return, as they are the ones who confirmed and advised no additional charges would be added!
Business response
09/19/2024
BBB #: 22265290
Case: 67687971

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

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

Budget bills in 24 hour periods, as the vehicle was rented at 10:32 AM, it was due back by 10:32 AM on the September 8th, to prevent additional charges. We do offer a 29 minute ***** period but once you are outside that ***** period additional hour or day charges due apply. Our records show that the vehicle was not returned until 3:16 PM which was means it was returned almost 5 hours late. As a gesture of **************** we have split the additional charge, this is a total credit of $32.33. Please allow up to 10 business days for this additional refund to post.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Initial Complaint
09/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 8/24/24, I rented a mid-sized sedan from the Budget Rent-A-Car at **************************************. The car visually appeared to be fine. When I got on the freeway to take the car home, I heard a loud noise coming from the rear. It sounded like something was grinding under the car. I was in a time crunch and needed to reach my destination, otherwise, I would have turned around and got another vehicle. I called the Customer Support Line when I reached my destination to report the problem at ************** to report the issue at approximately 6:51 pm. I started a report with an agent and was put on hold for approximately 5 minutes. The call was disconnected. After not receiving a call back after a few minutes, I called again. The recording said the line was closed and to call back during regular business hours the following day. The following day, my family and I traveled in the car to an event, and it was the most unpleasant ride for all of us. The people sitting in the back seat reported that it was very loud, almost like a truck. There were times when I accelerated that the car didn't quite pick up and then jerked. Again, I was pressed for time and did not have time to go back to the airport to return the vehicle. I did report the issue on 8/25/24 as I wanted it noted so that I would not be held liable for it. When I returned the vehicle on 8/26/24, I told Del (Rental Sales Associate working at the counter) what transpired with the vehicle and asked what he would do to remedy the situation as it was a very unpleasant ride for us. He said that if my life was not in danger, it is not their policy to refund on vehicles. While I was not injured in the car, it was knowingly rented as a defective vehicle and was unfit for use. As loud as that car was, I find it hard to believe that they were not aware of this defect when it was rented out. The next person who rents that car may experience harm.I am seeking a refund of $110.82 for my rental.
Business response
09/17/2024
BBB #: ********
Case: 67469860

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 review found no calls into our 24 hour Roadside Assistance about problems with your rental, nor do we show that the rental was exchanged. Additionally, the vehicle has gone back out on multiple rentals with no problems. Based on our findings we do not feel that a credit is owed.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Initial Complaint
09/13/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6/20/2024, I picked up the vehicle from the Budget Rental location at ************. Airport. There was preexisting damage at the front passenger bumper area. I made a photo of the area and indicated the damage on the form provided by Budget to indicate preexisting damage before leaving the lot. The employee signed the form and provided me a copy. Several weeks later, I was informed by my auto insurer that Budget filed a claim for the exact same damage, claiming that I was responsible for it. I disputed the claim. I submitted a time stamped photo of the preexisting damage along with my (Budget employee signed) copy of the preexisting damage form. Following that, Budget still maintains that I am responsible for the damage and the claim was sent to a third party (Sedgwick) that handles their claims. On 8/25/2024, ******** emailed me a demand notice for $1,222.79. On 8/28/2024, my insurer contacted Budget stating they denied the claim, based on the documentation that the damage was preexisting. As of 9/12/2024 I have heard nothing from Budget or Sedgwick. I am seeking proof from Budget and ******** that they have rescinded their demand for this damage claim.
Business response
09/23/2024
This claim was closed on 09/06/2024, the renter is not responsible for this damage.
Customer response
09/23/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
09/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear Better Business Bureau,I am writing to file a formal complaint against Budget Car Rental at ***************************** (***) regarding the following issues:Delayed Car Rental:1. Reservation made 1.5 months in advance, specifying a 9:30 AM pickup time.2. Arrived at the counter around 10:00 AM; car was not ready.3. Waited for over 30 minutes while other customers received their cars promptly.Poor Customer Service:1. Receptionist ************** attempted to sell additional insurance; when declined, she lowered her voice, making it hard to hear.2. My inquiries about the delay were met with a low, inaudible response.3. Another receptionist intervened, accusing me of shouting and suggesting we rent elsewhere. This behavior felt threatening and unprofessional.Issues with Air Miles Points:During the initial conversation, ************** confirmed Budgets partnership with Air Miles.I requested to add my Air Miles number to the booking; ************** agreed but later denied its use, claiming it was invalid.I later discovered Budget partners with both Aeroplan and Air Miles. ************** should have also offered to use my partners Aeroplan number if my Air Miles number was deemed invalid.Impact on Travel Plans:We left the airport around 11:00 AM, causing delays to our planned holiday activities.The situation caused significant stress and negatively impacted our trip.Request for Resolution:I am seeking the Air Miles points we are entitled to. My Air Miles number is 8902 718 2250.Attached is our booking information for your reference.Thank you for your attention to this matter. I look forward to your prompt resolution.(I have attached a more detailed description of the incident to this complaint, along with my booking info.)Yours Sincerely,********* Booking Date: July 20, 2024 Member Name: **************** Name: Tianguang Jia Pick-up Date: August 30, 2024 9:30AM Drop-off Date: September 02, 2024 11:30PM Budget Confirmation Number: 06349351CA1
Business response
09/17/2024
BBB #: ********
Case: 67782228

Dear ******* Jia,

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 Aero Plan denied your request for points/miles, based on this we have submitted to see if Air Miles will go through. Please note it can take up to 90 days for any points/miles to be approved and added. 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 allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Customer response
09/19/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
09/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Im trying to change the credit card on my current car rental. When I picked up the car, it charged a card on file instead of the one I made the reservation with. The car was from the *** location. Ive called the DFW number several times to update my credit card on the current rental and cant get a hold of anyone. I get auto transferred to a central customer service center that cannot update the card. They say I have to speak with someone local at ***. Problem is I cant get a hold of anyone locally since the number always transfers to a central spot. Please help. Pickup on 2 Sep and renting through 22 Sep
Customer response
09/13/2024
Reservation Number: U779176123
Renter's Name: ***************************
Rental Location: ***********
Exact Date/Year of Rental 2-22 Sep 2024
Business response
09/17/2024
BBB #: ********
Case: ********

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 card on our reservation is an **************** card ending in 2003 which matches your rental. However, if you are wanting to modify the card the updated card does need to be a major credit card in your name, not a debit card. To complete this change you can either physically go to the rental counter and present the card or you can call our **************** Team at ************ and reference your case number (********) and request a billing transfer.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Customer response
09/17/2024
I have reviewed the business response and accept this resolution.
With the case number given, the agent was able to work the issue in five minutes. I do not understand how all of the other agents could not solve the problem prior to me working through the BBB. Thank you BBB.
Initial Complaint
09/12/2024
Complaint Type:
Billing Issues
Status:
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.
Rented a car from this location. Prepaid for 08/22-08/26/2024, $486.27. Due to a flight delay we did not arrive until 08/23 to pick up vehicle. Returned vehicle 2 hours earlier than time on original reservation, final charges listed as $389.82. Was told at pick up and drop off if i call 800 number i would be issued a refund for the day i did not use the vehicle in amount of $96.45. Three days after return, receive an email for additional charges of $125 for pet hair. I do not own a pet nor was there ever a pet in my rental during this time. Asked for pictures, received three 2x2 inch sized pictures that showed 2 strands of hair. This is not what i feel would warrant an additional charge for cleaning as a simple vacuum would have taken care of this. Was not provided before-hand pictures as requested or pictures that proved widespread hair throughout vehicle. Was also told during this phone call there are no supervisors or course of action for the consumer to file an appeal on these charges. When inquiring about my refund for the unused day, I was informed I would not be receiving my refund of $96.45 because the vehicle was returned two hours early. A flight delay that left us stranded overnight in ****** was out of my control and i feel this money should be refunded to my account as well as the additional $125 for cleaning because the pictures provided did not show any extra cleaning measures would be necessary.
Business response
09/19/2024
BBB #: ********
Case: 67591778

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.

Please note that per the rental terms and conditions that you agreed to at the time of prepayment that if the vehicle was not kept for the entire prepaid time there is no refund for used time. However, as a gesture of **************** we have refunded the unused amount of $96.45. Please allow up to ************************************************************************* 2335.

While Budget does allow you to have animals in the vehicle it is your responsibility to fully clean up after your animal. Failure to do so will result in a cleaning fee of up to $450.00, the cleaning fee for animal hair start of $125.00, this is fee covers not only the cost of cleaning but the loss of use of the vehicle. While we understand you stated this could just be vacuumed, when a vehicle is returned with animal hair the vehicle goes through a special hypoallergenic cleaning as the next renter could be allergic to the animal hair. Due to this we would not refund or discount the cleaning fee on your rental.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Initial Complaint
09/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On August 30th, 2024, at 3:20 PM PST, I rented a car from Budget at ***. Upon exiting, a dashboard alert showed the back right tire was deflated at 15 PSI and the front left at 20 PSI. I informed the attendant, who directed me to refill the tires. A worker inflated the back right to 45 PSI and the front left to 43 PSI.Soon after, I noticed the steering wheel shook violently when braking, which I knew indicated either worn brake pads or warped rotors. Thinking because the car was rated as "5-star safety," I initially ignored my concern.I arrived at ************** in *********, **, and valeted the car. The next day, on August 31st, 2024, around 12:00 PM PST, I retrieved the car and noticed the tires were deflated again, both around 23 PSI. The steering wheel still shook when braking, confirming the issues I was suspicious of.I drove to Budget *****************, but they didnt have a replacement vehicle in the same class I requested, only stating that they were not a corporate location and other locations would not be able to help me. I informed the customer service line and the representative that I would take legal action if anything happened while driving. This occurred at 12:24 PM PST. **************** agreed to refund two days and gave me a case number (Case ID: ************** no other option, I drove the car as is and back to **********, returning it to Budget LAX on September 2nd, 2024, at 9:04 PM PST, with a full tank of gas. I informed the attendant of the issues I experienced. He said it was noted, that I was good to go, and a receipt would be emailed to me. The receipt never arrived but I was also told it could take 4 days for it to generate.However, on September 6th, 2024, at 8:19 AM PST, I received a text stating I hadn't returned the car. I couldn't reach customer service or ********************** LAX. Finally, on September 7th, 2024, at 2:20 PM PST, I spoke to someone, but they could only confirm the issue had been escalated. I haven't heard from them since.
Business response
09/16/2024
BBB #: ********
Case: 67566565

Dear ******* Vichaidit,

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 you have since resolved this matter with our **************** Team. We show that $168.41 was refunded on September 10th, 2024, and $191.43 was refunded September 12th, 2024.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Initial Complaint
09/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Subject: Demand for Investigation Regarding Rental Car Incident To Whom It May Concern,I hereby formally request an investigation into the circumstances surrounding the unauthorized use of my rental vehicle from Budget at ***********. I had a reservation for September 3, 2024, in connection with my scheduled arrival on JetBlue flight 8626 from ***********. Unfortunately, this flight was canceled, and I was unable to depart ****** until September 6, 2024, arriving in ******, ************* a FastBreak member, my vehicle was prepared in advance, and I was unable to cancel the reservation. I assumed that, due to my absence, the reservation would automatically be canceled; however, this did not occur. It has come to my attention that the vehicle was taken without my consent, driven for 317 miles, and returned with less fuel than it originally had. This information was obtained from my digital receipt. I can substantiate my presence in ****** on that date, as I am an airline pilot who was scheduled to operate the canceled flight. My reservation number is 782104864.Please be advised that I expect the removal of any unauthorized charges associated with this incident. Should this matter not be resolved promptly, I will have no choice but to pursue legal action.Thank you for your immediate attention to this urgent matter.Sincerely, ***********************
Business response
09/16/2024
BBB #: ********
Case: 67649933

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 our **************** Team has already resolved this and a refund of $289.91 was issued to the **************** Card ending in 5001. By way of explanation, the ***************** allow you to bypass the counter. This is done by us opening your rental before your arrival. The counter does go through at the end of the day and close any of the rentals that were not picked up. However, your rental was not fully closed in our system so the vehicle was provided to another person under another rental. As the vehicle was tied to both rentals the usage was listed on your rental. 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 allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Customer response
09/16/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
09/11/2024
Complaint Type:
Billing Issues
Status:
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.
My husband woke to a charge from Budget the other day (8/30) for $1315.25 from budget car rental. We obviously knew this was a mistake because we have never even had a rental with them for that much, and called them right away. The representative said they couldnt find anything on file with what we were talking about and didnt have answer for us and to wait for charges to drop off. Charges finally dropped off yesterday, 9/4. Woke up again this morning, 9/5 to charge full going through on our credit card. Spoke with someone who claimed to be claims manager with budget by the name of ******. He stated that the airport scans plates and they never get this information wrong and if we wanted a refund, we have to show proof of many different things, including time of drop off and flights, etc. We originally picked the car up on 10/7, and dropped the car off on October 8, which we pre-paid $100 for during our reservation prior to this date. They are stating that we dropped the car off on October 23 which is not true AT ALL. We were only in ** for 1 day and we have proof of pay stubs and all. We have rented through budget MANY time for many years and have never had an issue like this. We need our refund as soon as possible as I have a surgical procedure scheduled on Monday that we need money for. U665650392 is the rental agreement number. And why did it take a year for them to figure this out? Makes no sense.
Business response
09/15/2024
BBB #: ********
Case: 67562698

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 our **************** Team has already resolved this and the following refunds were issued.

$373.33 refunded September 6th, 2024
$796.23 refunded September 6th, 2024

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Initial Complaint
09/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On May 28, 2024, I reserved an economy car from Budget Rent A Car for one week for our upcoming August trip to *********, **. Our flight arrived early at the ***************** and Budget did not have our car ready. After declining to pay for an upgrade and having to wait an extra hour, we finally got a rental.All went well until we returned home and discovered an additional $46.25 charge added to my credit card with no explanation. I called Budget and they could not tell me what the additional charge was for and said theyd remove the charge. A few days later, I received three separate credits of differing amounts to my credit card which came up $.92 short of the $46.25 they said theyd refund. So, I called Budget again and the representative still had no answer as to what the extra charge was for, but said shed credit back the missing $.92.A week later, the $.92 was still not credited back to my account. So, once again, I called Budget and this time was told they could only credit back $.67. I said that that would still leave my account with a balance and I did not want to incur a $35 late charge while waiting for the additional refund. The representative could not tell me why he could not credit the full amount back or why he was getting rejection errors trying, but he thought it might be due to the refund still being in the queue. So, I said Id wait a little longer to see if the credits came through.A few days later, I received four credits totaling $2.05. With a now positive balance of $1.13 and not wanting to waste any more time on this issue, I left it at that. However, a day or two later, I received eleven more debits and credits for various small amounts leaving my credit card balance now with a negative $.77 balance. Tired of trying to get this apparently monumental task for Budget resolved, I gave up and paid the balance off.
Customer response
09/11/2024
All information requested is in the attached file. I reserved the auto on 5/28/24 for the week of 8/2 to 8/9/24 and the rental was in my name (***********************).
Business response
09/16/2024
BBB #: ********
Case: 67195060

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.

Based on the details provided we have issued an additional refund of $.77 back on your rental. Please allow up to 10 business days for this refund to process. 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 allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Customer response
09/17/2024
I have reviewed the business response and accept this resolution assuming I actually receive the credit back to my card within 7-10 business days..

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ComplaintsforBudget Rent-A-Car

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