Complaints

• Initial Complaint

  02/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The truck was covered in dirt and dust, including in the vents. This caused several issues with my allergies when I turned on the heat and had dirt and dust blow in my face. The truck did not have any windshield washer fluid, which caused issues when I drove into a bit of snow. The window was extremely dirty and hard to see out of.The wheel straps were incredibly difficult to move. I had someone from the ********* location help me load my vehicle onto the trailer and strap the wheels down. Although the vehicle was inspected prior to departure, the strap on one wheel had come completely off an hour later and was noticed during my first safety check stop. It took forever to get the strap loose to fix due to it being old and warn out.The truck was labeled as a comfort ride but it was incredibly bumpy and also loud, to the point of not being able to hear someone talk at a normal volume.The tires on the trailer were low and not filled properly upon pickup. This caused a time delay by having to stop and add air since the trailer wasnt prepared for me.Due to parking lot size, I had to take the trailer off before unloading. The trailer was nearly impossible to remove as the latch was ***** and would barely move. It took nearly an hour in the freezing cold to remove the trailer.There was an issue with a late charge upon returning the truck (I returned it more than 6 hours early) which was taken care of by someone in the **************** getting in touch with someone at customer service. When I tried to contact customer service, the agent literally told me the Bluefield location didnt exist and that I should file a dispute with my credit card company for the full amount.I opted to go straight to the source. Due to the numerous issues with my truck, and no response from Budget when I emailed them, I am writing this complaint in order to receive compensation. Please note that the ********* location was great and I dont want this to impact them whatsoever.

  Business response

  02/19/2025

  Budget Case: 70656282
  In regards to the aforementioned BBB Case ID# ********
  We appreciate you reaching out to Budget in regard to your feedback that we received pertaining to rental . I am incredibly sorry for the experience you had and the condition of the vehicle that you received. We are following up aggressively with the senior management for the Bluefield location to address the issues that you outlined in your complaint. 
  We take great pride in supplying its customers with mechanically sound and well-maintained trucks. When the Budget rental locations do not keep the rental vehicles properly maintain, we then forward our customer's comments directly to the District Manager that is responsible for the area, and appropriate actions will be taken to prevent any recurrences.
  
  Therefore, to demonstrate our apologies for any inconvenience this matter has caused we have processed a 35% adjustment to the rental. A credit of $180.68 will post to the Master card ending in 7207 within 5-7 business days. Budget believes this credit represents a reasonable solution to this matter. 
  
  I appreciate you taking the time to let me know about your most recent rental experience. Please be assured that we take matters of this nature seriously and we are committed to continually improve our service and look forward to having you use Budget in the future and having a much-improved experience.
  
  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 response

  02/19/2025

  I have reviewed the business response and accept this resolution. Please note that *** at the ********* location was fantastic. She was so kind and bent over backwards to help me when I had an issue during the truck return. 

• Initial Complaint

  02/11/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Out of the blue, on February 11, 2025, I received an email from *************************************** - *** Recovery US demanding payment for the alleged damages to a Budget Truck Rental ***** Budget Group) from July 2024. The truck that I rented from July 1, 2024 to July 14, 2024 was not damaged. The Budget of ***** ** representative who accepted the return of the truck that I had rented did so without any statements of damage after doing a physical check. I believe this truck has since been rented or used by other individuals since it was returned by me at 9:36 a.m. on July 14, 2024. Thus, I believe Budget Truck Rental has provided a falsehood with this bogus claim through their vendor, *************************************** - ABG Recovery US. I was not provided any proof of damages in the form of photographs or videos. There's been no verification of damages, repairs, or if the truck in question has been rented after 9:36 am (EST) on July 14, 2024 by *********************************************** - *** Recovery US.

  Business response

  02/11/2025

  BBB# ********

  Budget case # 70560852

  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.  We have contacted the Claims Manager to investigate the issues you raised further.  When we have received a response from their office we will advise you of the resolution. We apologize for the inconvenience this has caused.  We appreciate your patience during this process.
  

  Thank you for giving us the opportunity to be of assistance to you.

  Sincerely,

  Budget Response Coordinator 

  Business response

  02/11/2025

  BBB# ********
  Budget case # ********
  
  Thank you for your patience during our review, and again we do apologize for any frustration that this has caused you. Our Claims Manager has advised of the following:
  
  Our claim # for this incident is 258005326.
  
  Ms. ***** was billed for a dry run.  A dry run is when a renter calls for service and when the vendor arrives, they cannot locate the renter / unit.  I could not locate an invoice for the key replacement and programming, which Ms. ****** should have been billed for.  
  
  The renter did not purchase Roadside Safety Net (RSN), which would have covered her for this type of incident (loss key).  She did purchase the Physical Damage Waiver (PDW), but it would not cover for this type of claim.
  
  Damages can also include monetary damages and not always physical damage to a vehicle.   This claim, the word damages is pertaining to a monetary loss / damage.
  
  The Budget truck location would not have knowledge of this incident, as Ms. ***** called for service while the vehicle was on rent.   The receiving location would only look for physical damage to the unit, upon its return.  **************** would not take videos / photos for a key replacement.  Our supporting documents outlining the reason for the claim.  This information was mailed and emailed to her attention on 11 Feb 2025.  I have attached the supporting docs for your review.
  
  Vendor Invoice Listing the call for service as a dry run.  The vendor stated they called and could not reach Ms. ************  Ms. ***** stated she never received a call.
  Fleetnet List the renters name and phone #, as well as the reason for her call.
  FNA  2 ************** indicating,  she believes the keys were stolen by individuals she had assisting with her move.
  FNA 3 List the service was completed.  As mentioned above, Ms. ***** should have been billed for the replacement and programming for the replaced key.  ************ could exceed $300.00
  Docs mailed to renter on 11 Feb 2025.  It was also emailed to ******************************.
  
  Thank you for giving us the opportunity to be of assistance to you.
  
  Sincerely,
  
  Budget Response Coordinator

  Customer response

  02/21/2025

  I am rejecting this response because I did purchase Roadside Safety Net (RSN) and the Physical Damage Waiver (PDW). I did not decline any coverage offered by the H31383131313**7313332H Agent, "JoneJC" and there was a witness present at all times during my truck H3**938313130363**937H.

  In accordance with the attached H3**73139333131383136H Terms and Conditions, item #** under Arbitration, we would like to begin Pre-Dispute Resolution Procedure with the H31383131313**7313332H Agent, "JoneJC" to provide an affidavit providing his statement on this H3**938313130363**937H matter and I will obtain the affidavit of the witness on the same matter. I stand firmly behind the fact that I did not deny any coverage as it pertains to H3**73139333131383136H's Roadside Safety Net (RSN) or Physical Damage Waiver (PDW) for H31383131313**7313332H Agreement #*************.

  Business response

  02/21/2025

  BBB# ********
  Budget case # 70560852

  Thank you for your reply. 

  We appreciate the additional information you have provided.  We have reached out to the Claims Manager for further investigation. We will advise you of their feedback.  We apologize for the frustration this has caused.  

  Thank you for giving us the opportunity to intervene on your behalf.  

  Sincerely,

  Budget Response Coordinator 

   

   

  Customer response

  02/21/2025

  I am rejecting H3**73139333131383136Hs response because I did purchase Roadside Safety Net (RSN) and the Physical Damage Waiver (PDW). I did not decline any coverage offered by the H31383131313**7313332H Agent, "JoneJC" and there was a witness present at all times during my truck H3**938313130363**937H. 
  In accordance with the attached H3**73139333131383136H Terms and Conditions, item #** under Arbitration, we would like to begin Pre-Dispute Resolution Procedure with the H31383131313**7313332H Agent, "JoneJC" to provide an affidavit providing his statement on this H3**938313130363**937H matter and I will obtain the affidavit of the witness on the same matter. I stand firmly behind the fact that I did not deny any coverage as it pertains to H3**73139333131383136H's Roadside Safety Net (RSN) or Physical Damage Waiver (PDW) for H31383131313**7313332H Agreement #*************.

  Business response

  02/24/2025

  BBB# ********
  
  Budget case # ********
  
  Your file referenced above to the BBB has been forwarded to our office for review and reply.

  Upon review of your rental details our records revealed that you purchase LDW, and SLI coverage. The **************** was not accepted. Based on this information the billing remains correct. 

  Sincerely, 

  ABG Client Relations Team

   

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged for a tow because the key was "missing" supposedly which I think is a cop out for "I was to f****** lazy to check for the key" and for a missing key which was indeed not missing because it was there when I left the shithole and I can provide a picture of the key there. (What the h*** would I have to gain by keeping the key?) I was also charged for damage to the box which you can clearly see how poorly maintained this vehicle is I didn't do any damage to that truck and was even told by the worker at pickup that he would mark it down as damaged all the way around because it was so messed up. As you can see inside the truck there was beams going all over the place which were very sharp on top and I had a $2700 canvas which was impaled by one of these beams

  Customer response

  02/10/2025

  1808253477981

  ***** FLEET MAINTENANCE AND TO, *********************************************

  ********* *******

  Jan 24, 2025

  Business response

  02/10/2025

  BBB #: ********
  Case: 70551456
  
  Dear ******* *******, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Budget Truck 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 contacted our Claims Manager to review the issues you raised.  When we have received a reply from their office, we will advise you accordingly.  We appreciate your patience during our investigation.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  02/10/2025

  I am rejecting this response because:   I would like to wait until i have been contacted to close out the case thank you.

  Business response

  02/11/2025

  BBB# ********

  Budget case # 70551456

  Thank you for your patience during our investigation.  We apologize for the delay in our reply. 

  We have received a response from the Claims Manager.  They have advised us that   Mr. ******* was charged at the Budget Truck location.  Dealer # ******, ***** Fleet Maint. At *********************************************  They list the following on the rental: No key, roll door damage and needs fuel.  Budget charged the renter an additional $999.00, bringing his total rental charges to $3,355.22.  The ** Location never submitted this any information to ********, and we do not have a claim for this incident.  The renter did purchase Budgets Physical Damage Waiver and Roadside Safety Net.  These two waivers would / should cover the damage, key and $10.00 worth of fuel. 

  Thank you for giving us the opportunity to provide you with this information. 

  Sincerely,

  Budget Response Coordinator 
  
  

  Customer response

  02/11/2025

  I am rejecting this response because:   the rolling door damage had nothing to do with anything I did and was there upon pickup of the vehicle. The poor upkeep of the vehicle was to blame for that door being a pain to open. The key was inside of the vehicle when I left the location at 3 am that morning I have absolutely no need for a key to a poorly maintained truck. The only way I was even able to use that pos door was by just about giving myself a hernia to deadlift it a foot and have a friend help lift higher and higher until we could out the 2x4 i had to purchase (which again shouldn't have had to spend the extra money on it) to keep it open. So if you want to go this route it's gonna cost a H*** of a lot more money to your company than it's worth.

• Initial Complaint

  02/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/05/2025 I was charged a $150 no show fee because I didnt consent to the rental agreement because the price of everything increased when I arrived. I booked the truck 3 weeks prior and for $692 and waived the insurance. Which I including pictures of. After arriving to the property Im told I have to pay an additional $400 for their insurance. Which then makes the rental over a thousand dollars. Which I dont have.This company is deceptive. And the emotional distress this has caused is detrimental. No where on the website does it say that insurance is required. And this needs to be updated. So Im being charged a no show fee and I showed up. And because I couldnt take the truck because I wasnt informed that I needed insurance that cost more than 50 percent of the rental cost. It is wrong what this business is doing to individuals.

  Business response

  02/06/2025

  BBB# ********

  Budget case # 70513835

  Your file referenced above to the BBB has been forwarded to our office for review and reply.

  Based upon the information you provided and the findings of our internal investigation, we will refund the cancelation fee.  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.   
  
  Sincerely,

  Budget Response Coordinator 

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have rented trucks for 8 months 2 and 3 at a time. I have spent over 40k in that time span , or more. For the last month, I cannot get a truck that runs correctly. The trucks I had for almost 8 months. The service team refuses to service the truck. Ive broke down over 10 times in the last month. The last time I broke down, my driver, had to sleep on the side of the road with no options to get a hotel room. This is in freezing weather, almost negative weather. No reimbursement, No credits going forward, Nobody seems to really care about what we struggle through because of the poor maintenance of these trucks and nobody really giving a c*** Now I have to go look for a new deal somewhere else and spend my money somewhere else after Ive invested into your company for eight months. This is ridiculous and bad business. ******, the main lady that Ive been dealing with has been extremely rude and very hard to deal with. She is overcharged me on multiple occasions. I have proof in text messages and emails that shes very disgruntled and doesnt wanna handle any overcharges even though I have a receipt to prove shes wrong. **** doesnt really care. Ive told him about my problems for the last three weeks. He told me hed bring me two replacement trucks out to my warehouse and he never came.. I had to go down to replace the trucks and the trucks that theyre trying to replace the trucks. I have are worse than the ones that I already have. No one seems to care about my business. No one seems to care about anything.. Im just SOL after investing my time and my money into budget rental truck.

  Customer response

  01/15/2025

  There is more one than one reservation. I am a commercial customer who has been renting for you for over eight months. Ive had three trucks for once upon months. I just went down to two. And theyre broken down all the time and never maintain. 

  Ive paid a lot of money. And Ive been treated very poorly. You guys have made me lose a lot of money with my business and no one seems to care. Please tell me what you guys intend to do about that.

  Business response

  01/24/2025

  BBB #: ********
  Case: 70309559
  
  Dear ******* *******, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Budget Truck 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 contacted our Operations Manager to review the issues you raised.  When we have received a reply from their office, we will advise you accordingly.  We appreciate your patience during our investigation.
   
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  01/24/2025

  I am rejecting this response because:   Theyre only offering 2 free weeks when I have lost thousands of dollars. Theyre currently threating me about a truck they told me they would come and pick up due to its poor condition and not being DOT safety. We do not accept this as we have been and good customer and wanted to do all our business with them 

  Business response

  01/28/2025

  BBB #: 22813347
  Case: 70309559
  
  Dear ******* *******, 
  
  Thank you for your reply, we do apologize for any frustration that this has caused you. 
  
  Our review is still ongoing, as soon as we have an update we will advise your accordingly. 
   
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  01/28/2025

  I am rejecting this response because:   These people are insane. Theyre taking their time thinking we will just give up. Theyre ripping us off none stop and need to own their mistakes 

  Business response

  02/04/2025

  BBB #: 22813347
  Case: 70309559
  
  Dear ******* *******, 
  
  Thank you for your patience while we await the Operational Manager's review of the matter. They have now completed their thorough investigation and provided their response below.  
  
  This customer began their ********************** in July and encountered some mechanical issues with our fleet. Our team worked closely with them to address the issues and provide timely replacements at the start of their rental history. Initially, we were informed that they would not be driving significant miles, as most of their moves were local. Per their contract, a mileage charge of $0.12 per mile was agreed upon, and we estimated usage at approximately 100 miles a day or 700 miles per week.

  
  However, when trucks started to return and or were being swapped out with replacement units we realized more miles were being driven than expected. We explained billing and charging for miles driven and the customer was upset because he was overcharged. As for no reimbursement, we have given this customer several credits in both days and miles on different vehicles over the last month totaling 49 free days and over ***** free miles to help compensate for the issues they were having. For the two trucks they stated were having issues, we found replacements for them to swap into on the same day, Wednesday the 8th. The customer waited until Saturday 11th before coming to the dealer which held the replacements.
  
  Even then the customer did not return the units that they stated they were having issues with. Instead, they decided to open a new agreement with one of the units we had held for replacement. In the end the customer decided not to return one of the units they had on rent with us, and our loss prevention team became involved. While our team was trying to help solve the issue with a truck being outstanding and the customer not wanting to return, we were forced to repossess the truck with a third-party vendor. Even for the truck that we repossessed, we did not charge the customer for any of the days or miles used to try and assist the customer. Over the last month in free days and miles, the customer received $4,264.56.
   
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  
  

• Initial Complaint

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a Rental Truck reservation for 1/7/2025 and wasn't able to show up because I had a family emergency. They keep trying to charge my card $150 for a no-show fee that I wasn't aware of and can't afford. The $150 fee was only supposed to be for a deposit, IF I WERE TO SHOW UP. It costed $0 upfront. You pay WHEN you arrive at the counter, on your reservation date and time, something that my emergency didn't allow me to do. I can't get them to stop attempting the charge and if the charge does go through, I will file a chargeback and sue them in small claims. This is abuse. Trying to profit over my family's emergency all because I they couldn't get paid for a reservation due to life issues that real people have in the real world and cannot control.

  Business response

  01/13/2025

  BTR Case: 67048727
  Reservation No:  1808253394143
  
  Dear ****** *****,
  
  Thank you for contacting the Budget Truck **************** via your local Better Business Bureau regarding Complaint ID: ********.  
  
  We sincerely regret the circumstances that prevented you from picking up your Budget Truck rental as scheduled and we appreciate you bringing this to our attention. 
  
  We understand that your emergency made it impossible to cancel your reservation within the required 48-hour timeframe to avoid the $150 no-show fee. While the cancellation policy is outlined in the terms and conditions agreed upon at the time of booking, we recognize that unexpected situation can arise. 
  
  As a gesture of goodwill, we are happy to offer a one-time courtesy refund of the cancellation fee, should you be charged. To proceed, please contact our customer service team with confirmation of the charge, and we will promptly process your refund. 
  
  We truly value your understanding and apppreciate the opportunity to assist you in resolving this matter. 
  
  Sincerely, 
  
  Avis Budget Group, ***********************************

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their truck broke down halfway through our trip moving to another state. It broke down 700 miles away from our final destination. They were horrible about giving us answers about fixing the truck, none of them could tell us what was going on. They didn't offer to put us up during the time it was broken down (FIVE DAYS) didn't offer to pay for our hotel or food, just left us there. Finally they got another truck and relocated out items to the new truck. Now they are refusing to refund us because they're finding every single reason not to. I asked them from the beginning about a refund and they said they would. But not how I would need to go about submitting it. So I go to turn in what I have and they will not accept it. They don't maintain their vehicles and they obviously are not inspecting them thoroughly before placing customers in them!

  Business response

  01/29/2025

  BBB #: ********
  Case: 70175867
  
  Dear ******* *****, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Budget Truck 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 addressed this matter and processed a refund of $1265.86 on January 14th, 2025.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today at 4:18 pm two unauthorized and unrecognized transactions were withdrawn from my cash app account. One in the amount of $6,115.89 and the other in the amount of $460.The transaction says Budget Truck Rental completed the transactions. I called cash app immediately and reported the unauthorized transactions, filed a police report and am now filing this complaint. It should be noted that I did lose my physical debit card (ending in 9504) in ******* ** in November but I always keep my card locked so it is unclear how money was debited from my account to begin with. In addition to this I am on a national DO NOT RENT list, with Budget Truck Rental so I could not rent a vehicle from this company if I wanted to. This company overdrafted my account by thousands of dollars and I do not have any business dealings with them. I need my money returned immediately!

  Business response

  01/13/2025

  BBB #: ********
  Case: 70234833
  
  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.
  
  So that we can look into the matter on your behalf, please provide a copy of your credit/debit card statement showing the charges in question. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On December 26th I completed an online box truck reservation from *******************************. The scheduled pickup was the day of the 27th which I cancelled my reservation early the 27th not even 16 hours after making the reservation. On December 30th I received a charge of 150$. I called budget customer service speaking to more than 5 representatives on hold 4 times for more than 45 minutes. End result being told because I cancelled not within the 48 hr cancellation period is why I am charged. I made the reservation day before and cancelled 16 hrs later and still charged. Absolutely the worst customer service via phone, most ignorant people in discussion not willing to help or listen. This has been the worst experience at a holiday time when I did this to move furniture from my mothers house after hear death on December 21st 2024. The actual rental was only to cost 60$ total with mileage before cancelling and now 150 $ later and not using the service its a complete scam. For an organization so large to have such terrible customer service, its a real shame.

  Business response

  02/04/2025

  BTR Case: 70089940
  Reservation No:  18083-8763-8909
  
  Dear ******* ********, 
  
  Thank you for contacting the Budget Truck **************** via your local Better Business Bureau regarding Complaint ID: ********.  
  
  We sincerely regret the circumstances that prevented you from picking up your Budget Truck rental as scheduled, and we appreciate you bringing this to our attention. 
  
  We understand that you cancelled your reservation on the same day, however, it was not within the 24-hour cancellation window, which still resulted in you being charged the $150 no-show fee. 
  
  As a gesture of goodwill, we are happy to offer a one-time courtesy refund of the cancellation fee, should you be charged. To proceed, please contact our customer service team with confirmation of the charge, and we will promptly process your refund. 
  
  We truly value your understanding and appreciate the opportunity to assist you in resolving this matter. 
  
  Sincerely, 
  
  Avis Budget Group, ***********************************

  Customer response

  02/05/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a truck from Budget on Dec 14 from ********, ** bound for *****, **. I loaded it and headed out for *****, **. The van broke down in ****** (about 2 1/2 hours away where there is no Budget rental) with an electrical / wiring issue with the shifter. Roadside towed the van to a local dealer. The dealer said they could not get the part for the van for 10 days. Budget **************** was called and they said they had no replacement van for several days, and that the contract would be closed and we would not be charged an abandonment fee since it was towed to a dealer, and wasn't left on the side of the road. We had to move all of our belongings from the broken down budget truck to a much larger UHAUL (the smallest one available), pay for a motel since we couldn't make the trip in one day, and pay far more than our original budget quote, higher gas cost, etc. in order to not be stranded. Budget said to just leave the van, all was taken care of, and the contract should be closed out hopefully by 8:00am on the 17th, but it could take up to 24 hours, and they would "make it right" for us. It has now been 12 days and the contract has not been closed. We have been calling frequently to find out what is going on and can't get ahold of anyone who knows anything. They just keep saying "we don't have the van so we can't close the contract". We are now getting certified mail saying we are responsible for not getting their vehicle back and will be charged for the vehicle.

  Business response

  01/06/2025

  BBB# ********

  Budget case # 70147297

  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.  We have contacted the Operations Manager to investigate the issues you raised further.  When we have received a response from their office we will advise you of the resolution. We apologize for the inconvenience this has caused.  We appreciate your patience during this process.
  

  Thank you for giving us the opportunity to be of assistance to you.

  Budget Response Coordinator 

  Business response

  01/06/2025

  BBB# ********

  Budget case # 70147297

  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.  We have contacted the Operations Manager to investigate the issues you raised further.  When we have received a response from their office we will advise you of the resolution. We apologize for the inconvenience this has caused.  We appreciate your patience during this process.
  

  Thank you for giving us the opportunity to be of assistance to you.

  Budget Response Coordinator 

  Business response

  01/10/2025

  BBB# ********
  Budget case # 70147297

  Thank you for your patience during our investigation.
  

  We have received a response from our Operations Manager.  Based upon the information you provided and the findings of our internal investigation, we have refunded the U-Haul and hotel expense you incurred during the rental.  The credit of $1,040.64 issued to your **** card will post to the account within 5-7 days.  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.   
  
  Sincerely, 

  Budget Response Coordinator 

  Customer response

  01/10/2025

  I have reviewed the business response and accept this resolution. 

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