Customer ReviewsforBudget Rent-A-Car

Before I made my reservation I called customer Service to inquire about having the $300.00 drop off fee waived as I knew I could not drive the 7 hrs to return it to the original pick up location. When the vehicle was returned they refused to waive the drop off fee. They are THEIVES!!!!

BBB Review#: 33490
Case: 66062720

Dear Mr./************, 

In regards to the aforementioned BBB complaint, 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 was not able to locate any notes about waiving the one way fee. Based on the details you provided we have requested for the calls to be reviewed. Once reviewed we will advise you accordingly. 

Thank you for allowing us to assist you, please note you can also contact our **************** Team directly at ************ for assistance. 

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator

My family and I recently rented a car with budget rental at the airport in May. 4 days ago I received a charge on my credit card for $450.00 which I did not authorize. I called their customer service line and the rep was putting me on hold multiple times claiming that their system is slow. After 30 minutes on the phone she said the charge is for smoke smell. We dont smoke and never smoke a single day in our life. I would seriously love to know where this smoke smell came from. She said shell work on returning the funds. Put me on hold for another 10 mins. I asked for a confirmation number she said she dont have it. Itll be an email confirmation. Half a day later and still nothing. This is the biggest bogus charge. Especially when theres no notification, no communication. Nothing. Never again will I rent from them.

BBB Review#: 33486
Case: 66040122

Dear Mr./****************, 

In regards to the aforementioned BBB complaint, 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 already contacted our **************** Team and had the cleaning fee refunded. The refund was submitted on June 29th, 2024, and can take up to 10 business days for processing. 

Thank you for allowing us to assist you, please note you can also contact our **************** Team directly at ************ for assistance. 

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator

Reserved vehicle with Budget through Treavelocity two months prior to my 6 night stay in ********, Mo. Pre Paid on AmEx. The reservation was confirmed for my pick up at 1030 am. I arrived after some flight issues 130pm. Shuttle to the Budget Facility found that they would have to locate a vehicle for me. I tried to follow the representatives directions while she directed me to the monitor on the counter and the screen was unreadable from use/scratched and bright sun lighting. I basically took her word at what I was signing and declining and charging to my AMEx card even though it was already pre paid. A $250 deposit was secured on my AmEx card. 32 page document was pdf to my email address to read. I was then directed out the door with myi bags in tow, pointed to a group of people as she said go to that guy over there he'll get a car for you. Walked over to the group, who were very engaged in conversation. I asked is this where I get my car? One of the bunch responded that hed get one and yelled something to someone else near a line of vehicles. One vehicle was selected for me by the employee and then cast aside. He than pointed to a vehicle as I handed him a slip which was given to me by the counter person. The vehicle was the type I asked for but was filthy, in appearance. The employee told me to drive to the gate and present my drivers license to the gate person who would scan the vehicle out and my license. I jockeyed back and forth out of my locked line of vehicles and exited and was scanned out. The inside windshield was thick with film and the intense sunlight rendered driving west guesswork from the glare. I washed the vehicle twice to get some semblance of visibility and washed the windows inside. I put on 99 miles in six days, filled the tank with gas till I could not get another drop in. The needle was F when I returned the vehicle but was charged $14.99 for 1 1/2 gals of gas by Budget even though the tank read full. This whole procedure was awful.

BBB Review#: 33485
Case: 66080114

Dear Mr./**********************, 

In regards to the aforementioned BBB complaint, 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 are incredibly sorry for the experience you had and the stated condition of the vehicle that you received. Based on the details provided we have removed the fuel charge from your rental, this is a total credit of $14.98. Please allow up to ************************************************************************************ 1003.

Thank you for allowing us to assist you, please note you can also contact our **************** Team directly at ************ for assistance. 

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator

I reserved a truck rental for a one way move. We went to the location FOUR TIMES and the person at the desk gave us an issue every single time. First they said no chime credit card but the debit card would work. We went to get our debit card and came back to a different employee telling us they refuse to accept ANY chime card. Then they said we had to get their expensive insurance when the website says the insurance is optional. We left and spoke to someone who cleared up the insurance issue AND checked the website to make sure cash would be accepted as long as we had a card for the deposit. Came back with the cash and the person REFUSED our cash and new debit card connected to a brick and mortar bank. Now I need to be out of my house in two days and I have no truck and no options. I am LIVID. I have small children and no place to take them because of this. DO NOT WASTE YOUR TIME THERE.

BBB Review # *****
 
Dear Mr./********************,

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.

As clarified in the *** of our website, debit and pre-paid charge cards are accepted as a form of payment, however acceptable forms of payment and initial authorization may vary by location. Regretfully, if the location cannot utilize a debit card for authorization, a major credit card must be presented to secure the rental; we are unable to override this requirement.

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

Horrible. Prepaid in March for today and when I get to site they said they cant help and dont have a vehicle for me even though I paid 3 months in advance Called customer support to have 2 reps just hang up on me. Now stuck with 6 people going on vacation with no vehicle.

BBB Review #*****
Budget Case: 66013175
 
Dear Mr./****************,
 
Budget values the relationship that we have with our travelers and always strives to do the right thing. Our apologies for not having your reserved vehicle available. 

We forecast vehicle availability based on how vehicles are scheduled to return. Several circumstances could cause inventory issues such as vehicles being extended, not returned on time or as agreed, returned to a different location, or breakdowns. We do our best to accommodate every rental but sometimes if vehicles aren't returned when they are scheduled, it causes us to be short on vehicles. We completely understand how frustrating and inconvenient this situation has been for you.  

We do confirm that the prepayment was refunded in full on June 28th and a receipt has been sent separately 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

Horrible customer service and will wrongly charge your credit card

BBB Review #*****
Budget Case: 66008910
 
Dear Mr./**************,
 
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.

From review of the rental, the vehicle was returned after hours and was not checked in until the start of business the next day, which resulted in additional charges per our terms of use. However, our **************** team issued a one-time courtesy adjustment for the additional day charge, which was submitted on June 28th.

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

********** amount is insane , !!! I was charged $177 for fuel ! For a half of tank

BBB Review #*****
Budget Case: 66007250
 
Dear Mr./****************,
 
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.

Within 48 hours of a return, rental charges are finalized and this may include fuel or mileage audits. Our records reflect that the rental has additional charges of $54.39, including tax, for refueling charges. A copy of the current receipt has been issued for your records and should be received within the business day. You can also recover the most current receipt information on Budget.com under the Reservations menu by entering your last name and rental agreement number.

We thank you for taking the time to bring this to our attention to be addressed. 

Sincerely,
 
Avis Budget Group
Customer Advocacy Response Coordinator

After two months of phone calls and email exchanges with Budget ***************** I have come to believe that *************************** customers would be better served through ********************** offering personalized and more effective ***************** In attempting to have my concerns addressed about an item I left in a Budget car and lack of responsiveness from the manager at the site to send the item to me, I heard from a DIFFERENT **************** rep every time I reached out to Budget. The reps did not seem to have read the history of the issue, nor did they offer effective responses. There does not appear to be any Budget administrator who has as their job responsibilities that of supervising the managers at the Budget sites. I was continually told that the only one who could address the issue was the manager at the site, who was not responsive to phone calls or emails. I incurred over $100 in shipping fees as the manager did not ship the item correctly to me, and it was returned to the Budget location. I am still trying to recoup some of these charges from *** and PayPal. It was only through the very thoughtful actions of a Budget employee at the site that my item was finally returned to me after more than 6 weeks, and many phone calls and much time. I would suggest that Budget create a streamlined system for customer service issues, with one designated employee assigned to an issue from start to finish, who is invested in a customer receiving resolution. I am not detailing the location, as the staff at this Budget location are professional and helpful. I do not believe that they have the right leadership from their manager to do the best job they can do. For Budget purposes, here is the Ticket Number of this situation: 81336D76 Thank you.

BBB Review #*****
Budget Case: 63979871
 
Dear Mr./**************,
 
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.
 
Many of our locations, including your return location, make use of *************************************************** to arrange for recovery of items. For locations that do not register recovered items through the website, our **************** team contacts 

It appears your shipping was arranged privately, and would have been addressed at the availability of the location's team as the lost and found website was not utilized. We are sorry to hear about the delays you have experienced with recovering your item and your feedback regarding the delays and the additional assistance for the recovery has been provided to the location's senior management for their further review. 

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

4-14-24, PREPAID $404.15. Month of May had fraud activity on card, so I got a new CARD. When I called Cus. Serv. to advise, *******, (ON 6-13-24) said I had to cancel and rebook. New reservation $489.19, SHE SAID THEY WOULD HONOR THE $404.15. I just talked to Cust. Serv. THEY WON'T, WILL ONLY REFUND ME $404.15, WHICH MEANS I AM PAYING AN EXTRA $89.00. THIS IS WHY I BOOKED EARLY AND PREPAID TO SAVE!!!! CASE#******** I Won't mention the fact EVERY TIME I rent from Budget, I have to wash & clean the cars myself!! i GUESS COVID DOESN'T EXIST ANY LONGER!SOOOOOOOOOOOOOOOOOOOOO VEEEEERRRYYY DISAPPOINTED!!!

BBB Review #*****
Budget Case: 65960830
 
Dear Mr./**************,
 
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 your original reservation booked on April 4th prepaid $404.15 and when the reservation was cancelled for rebooking, this reservation was refunded in full. We are not able to issue refund for prepaid values that exceed the actual prepaid value. 

Rate structures are similar to airline pricing; our prices change depending on car availability, location popularity, and many other factors. This is why prices can fluctuate on a minute-to-minute basis. Unless its an advertised special offer, there generally isnt one set rate for a particular type of car, but rather a range of prices depending on the length and dates of your reservation. Even with special offers, the advertised rate usually applies to a limited supply of cars which varies daily by make and model at each location.

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

We are extremely upset with Budget! We reserved a 16ft truck with them two weeks ago, and received confirmation three days before picking it up. However, we got a voicemail at 4pm the day before our truck was unavailable! We called back immediately, and they said they would get back to us in fifteen minutes to two hours! We called back after two hours, and it went straight to auto-call saying that they were closed for the day and to call back the next day.We called back the next day at 8:30am, and they informed us there are zero 16ft trucks AND 26ft trucks within a 50 miles radius. They could only offer 12ft trucks, but we need more space and are planning to drive 7 hours out and only have 1 driver. I specified that we made a reservation two weeks ago and got a confirmation email three days before, but the manager said that the reservation is "to reserve the price, not the truck." I explained that didn't make sense, and how when I go to a restaurant, I expect a table to be reserved, not the price of the meal. The manager also added that the person who was supposed to return the 16ft truck never did, which impacted our reservation. During this whole conversation with Budget, my partner was on the phone with *****, and they were able to help him in 3 minutes with a 16ft truck. It was a little pricier (about $30). After this whole back-and-forth ordeal I mentioned UHaul, and Budget magically found a 16ft truck. But after this cluster---- from Budget I refuse to give my money to a company who use a poorly-constructed system that cancels "reservations" at the last-minute.Just get a UHaul. It's a little more expensive but it'll save you a huge hassle.

BBB Review #*****
 
Dear Mr./**********************,
 
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 forecast vehicle availability based on how vehicles are scheduled to return. Several circumstances could cause inventory issues such as vehicles being extended, not returned on time or as agreed, returned to a different location, or breakdowns. We do our best to accommodate every rental but sometimes if vehicles aren't returned when they are scheduled, it causes us to be short on vehicles. I completely understand how frustrating and inconvenient this situation has been for you.  

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