Complaints

This profile includes complaints for Budget Truck Rental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Budget Truck Rental

  PO Box 699000 Tulsa, OK 74169-9000

• 

  Budget Rent A Car System, Inc

  9525 Harford Road Parkville, MD 21234

• 

  Budget Rent a Car

  887 Us Highway 1 Byp Portsmouth, NH 03801-3555

• 

  Budget Rent-A-Car

  1039 Dixwell Ave Hamden, CT 06514-4913

• 

  Budget Rent-A-Car

  2 Stamford Forum Stamford, CT 06901-3253

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:04/25/2025

  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.

  My rental car began stalling and broke down. I was unable to get it started and had to call roadside assistance at 609pm on Thursday April 17th. I was told my options were to either wait 4 to 5 hours for a tow truck, or allow budget to deliver a replacement vehicle to me for an extra charge.While I understand this in some situations, i was trying to take my daughter to the ****** world fireworks show, and we had reservations for dinner that we would be charged for if we did not make it on time. So instead of waiting 5 hours for a tow truck I paid for an ****.I called customer care around 6 pm and told them about my issue. They agreed taking an **** was the right decision and that I should contact Budget following the end of my rental for reimbursement for lost time and extra expenses encountered. We did not make our dinner reservation and ended up on a public bus while trying to get to the fireworks show, which we missed, then we took an **** home.The next morning I drove the car to the **************** budget location in an attempt to exchange the vehicle. It stalled in traffic dangerously twice during the 2 mile drive. Unfortunately they did not have any vehicles available to exchange for me. They called the ************** as it was the next closest location but no one answered the phone for about 20 minutes from 805 to 825.Finally I drove the vehicle to the *************** and was able to exchange the vehicle around 945 am, so about 17 hours after the first breakdown.I would like to discuss a refund for time lost 15 hours which I was charged $3.35/hour for the rental for a total of $50.31 and the ****s I took totaling $66.09. I was happy I was able to avoid the charges to Budget by driving the car, although stalling, instead of calling a tow truck and am happy and feel lucky that we are safe and the stalls happened in lower speed lower traffic areas.Budget ************* number ******************************* number U147971703 Confirmation number 15189807US3

  Customer Answer

  Date: 04/25/2025

  After 3 more emails and 30 minutes on hold I was offered a refund less than my additional costs due to this breakdown.   After another 15 minutes I was refunded additional expenses incurred but not the lost rental time.  

   

  I am not going to pursue this further but would like to leave this as a complaint to help other consumers.  

  Business Response

  Date: 04/25/2025

   BBB #: ********
  Case: 71984021
  
  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 on April 23, 2025, customer service refunded you in the amount of $66.97 for the **** charges incurred during this rental.  Budget agrees with refunding a day for the inconvenience as well and has issued a second credit in the amount of $50.17 back to your credit card.  Please allow up to 10 days for processing.

  Thank you for allowing us to assist you and we hope that you have a much improved experience in the future.

   

  Sincerely, 

  Avis Budget Group
  Customer Advocacy Response Coordinator

   

   

  Customer Answer

  Date: 04/29/2025

  The company has resolved this.  You can close it out. 

• Initial Complaint

  Date:04/04/2025

  Type:Order 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.

  Rental agreement #********* Im filing a complaint because I was overcharged for my past rental, I make a reservation for a specific vehicle class, When I arrived to pick up vehicle that class wasnt available, I was given a different vehicle, I was not made aware id be charged any upgrade or additional fees, I also opted out of insurance coverage, later to find out I was charged for insurance anyway, I spoke with a *** 2 weeks ago, Who advised id be receiving a refund in the amount of $239 in 5-7 days, its now 14 days later and still no refund.

  Business Response

  Date: 04/06/2025

  Complaint ID: ********

  Budget Case: 71221185

   

  Dear Mr. ****************************** receipt of the communication we researched your file. Our records indicate the following monetary credits have processed to **** account number ending ********

  $150.44 on March 31, 2025

  $110.81 on April 01, 2025

  We trust the above adjustments/credits have resolved the dispute. 

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

   

  Customer Answer

  Date: 05/01/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/03/2025

  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 rented a car through Budget on 2/3/25 - 2/7/25, rental agreement #*********. Pickup and drop off location was ********, **. Mileage on the car at pick up was *****. Drop off mileage was *****, for a total of 107 miles driven, ALL local. On 2/18/25, Budget charged me $44.49 directly to my credit card, as seen on my bank statement. I called Budget on 3/17 and was told the tolls were charged in ********** on 2/4, 2/5, and 2/6. Explaining that I was not in ********** at all during the week I rented the car, I was asked for my email address, and was told that I should hear from Budget within 48 hours, after they investigate. I did not hear from Budget, so I called again on 3/21, and explained the situation again. I was asked for my email address, which apparently wasn't saved in the system after I provided it on 3/17. Again I was told I would hear from Budget within 48 hours, and because I called a second time, the matter would be expedited. I did not hear from Budget with 48 hours. I called again on 3/26, wherein I was able to get the details on the tolls: on 2/4 to the ****************, **; on 2/5 on the ******************, **********, **; on 2/6, the ************************** exit to **************, **. From my home in ******** to the Verr. ****** is 63 miles; from my home to the ***************** is 72 miles; from my home to ************** is 70 miles. Already that's 205 miles, almost 100 miles more than the pick up and drop off mileage on the car. It is simple math, yet it so far is taking 3 phone calls to Budget for them to rectify their error. Again I was told this would be expedited, and I would hear back in 48 hours. I simply want the $44.49 credited back to me.

  Customer Answer

  Date: 04/03/2025

  I reached out to the business again on 3/31/25.  After speaking with a supervisor, I was given the requested refund.  I am now ready to end this complaint, as the matter has been resolved.

  Business Response

  Date: 04/03/2025

  Budget Case: 71287124
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********
  
  Budget values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  The toll charges that you are referencing, is from the Highway toll administration, the toll billing, including all devices and technology are owned, operated, and maintained by the **** Budget has no control over the billing charge. 
  
  If you do not pay cash for tolls, you automatically opt into our e-Toll service, pursuant to which you agree to pay us or our toll program administrator, with whom we will share your credit card/debit information, for all tolls incurred during the rental and all related fees, charges and penalties. The charges may take 4-8 weeks after the rental to be billed to your credit card/debit card on file. 
  
  Upon review of the case details the attached documentation reveal that on March 31, 2025 an adjustment for the toll charges has been applied to the method of payment. 
  
  Sincerely,
  
  ABG Client Relations 
  Escalation Team 
  Avis Budget *********** 
  
  

• Initial Complaint

  Date:03/24/2025

  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 booked a rental for 4/17-4/21 at LAX that I cancelled 3 hours later and was supposed to get a full refund since it was within 24 hours, I was told I would, and then I got an email from budget and ****** that I received a refund for the total minus a $50 fee. I tried to follow up with budget and was told this was wrong but I was only refunded $280 not $330 which is fraudulent. I need the whole amount refunded since this is their policy and they didnt honor it

  Business Response

  Date: 03/25/2025

  BBB# ********

  Budget case #  71376983

  Reservation # 20280631US0

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

  We  have reviewed your reservation and notes from your case.  Based upon the information you provided and the findings of our internal investigation, we will refund the cancelation fee associated with your booking.  We apologize for the inconvenience this matter has caused.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs. 
  
  Sincerely, 

  Budget Response Coordinator 

• Initial Complaint

  Date:03/24/2025

  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 Wed, Feb 26 I picked up a Budget moving truck. I proceeded to move from ************** to *******, roughly 2200 miles. I returned the rental on Thr, Mar 06 at 12pm. The truck was in horrible condition when I rented it. Upon return the associate who inspected the vehicle said the vehicle should not have been rented in its state of repair. I reached out to customer service after the ********************** had been turned in to inquire about recourse. My total cost for the rental was $1897.26. At the time of my call to customer service about the experience I was offered a 15% refund of $284.59 on the total of $1897.26. I accepted. I was told I would receive a conformation email and the refund itself within 5-7 business days. I did not receive the conformation or the refund. Upon calling back to inquire more about the situation I was told that they had no record of a refund or a pending refund. I was asked to put all of the complaint in an email and also submit the photos I had of the vehicle, and I complied. I received a email back offering me a 25% rebate off of the base amount of the rental equaling $343.35. The base amount of the vehicle rental is $1373.40. I find it insulting to be offered a deceptive refund the second time off a very different amount than what I paid. The passenger door of the vehicle was impacted during a prior rental resulting in a door that did not completely close. This caused the door to rattle very loudly on the highways. This also caused my passenger to get wet in the rain, and us to get dirt in our mouths during dust storms. The vehicle also had a bald tire. Upon return the associate who inspected the vehicle told me that 3 of the 4 tires fail inspection. Due to poor tires and impact damage the vehicle did not drive in a stable manor, or straight.

  Business Response

  Date: 03/25/2025

  BBB #: ********
  Case: 71194639
  
  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 are incredibly sorry for the experience you had and the stated condition of the vehicle that you received. Although we realize that we cannot make up for a disappointing experience such as this, we have discounted 25% off the pre-tax rate of the rental truck. This is a total refund of $343.35, please allow up to 10 business days for this refund to post back to the card on file. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

• Initial Complaint

  Date:03/24/2025

  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.

  We are filing a formal complaint against Budget Rent A Car for its unfair practices, unauthorized charges, and suspected collusion with Tremont Towing, which ruined our vacation and caused us significant financial loss.Budgets Refusal to Authorize Vehicle Retrieval:After our rental car was towed due to a minor parking violation, we requested authorization from Budget to pay the fine and retrieve the vehicle ourselves. Budget refused and insisted that only their representative could handle it. This forced us to incur extra rental and administrative fees due to the unnecessary delay.Illegal Detainment of Our Property:Tremont Towing illegally seized our car keys during the rental period and refused to return them. They falsely claimed that Budget instructed them to withhold the keys, yet they admitted they had never contacted Budget, proving they acted independently and deceitfully.Suspicious Collusion with Tremont Towing:When we visited the Budget location, staff immediately knew which towing company had taken our vehicle before we even mentioned the name. This suggests a suspicious partnership between Budget and *******, exploiting customers through towing scams.Unfair Charges and **************** *********************************** forced us to pay for multiple days of rental and administrative fees due to their intentional delays.Your customer service gave contradictory informationsome representatives said we could retrieve the car with authorization, while others denied it.We have recorded evidence of these conflicting statements.Our Demands:Full refund of all rental and administrative fees beyond the towing fee and first-day charges.Compensation for our lost vacation time and financial damages.Termination of any partnership with Tremont Towing.If Budget refuses to comply we will File formal complaints with the BBB, FTC, and Florida Attorney General Report both Budget and Tremont Towing to the ***** for illegal practices We will fight this to the end

  Business Response

  Date: 03/24/2025

  Budget Case:71218841
  
  Regarding the BBB mentioned above, Complaint ID: ********, thank you for allowing us to address your concerns.
  
  Budget values our relationship with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Upon reviewing the details you provided, the reservation number you referenced (19953960US5) does not appear to be under your name. 
  
  To ensure we are assisting the correct party, could you confirm whether this is the reservation you are referring to?  Kindly provide the name of the renter. 
  
  We appreciate your cooperation and look forward to resolving this matter. 
  
  Thank you,
  
  Avis Budget Group
  Response Coordinator

• Initial Complaint

  Date:03/19/2025

  Type:Product 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.

  This is absolutely unacceptable. I canceled my reservation, with confirmation via email, and still was charged $150 dollars for a no-show fee. I called customer service and they said they were unable to find my reservation, and that the number in my confirmation email from budget is wrong. I then called the rental location and was given another number. After I called, I was given ANOTHER number. It's been absolutely impossible to get into contact with anyone to even SPEAK about the problem, muchless have the problem reserved.The reservation was made on March 15th, 2025, and my card was charged on March 17th, 2025. My confirmation number is *************. This $150 dollar charge needs to be refunded to my card immediately.

  Business Response

  Date: 03/19/2025

  BBB #: ********
  Case: 71242927
  
  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.
  
  Based upon the information you provided and the findings of our internal investigation, we have refunded the no show fee billed on the rental.  A credit of $150.00 has been issued to the account on file.  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
  Client Relations Team

  Customer Answer

  Date: 03/26/2025

  I have reviewed the business response and accept this resolution. Thank you for the refund - I see the credit. 

  Best

• Initial Complaint

  Date:03/19/2025

  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.

  Complaint Against Budget Truck Rental I am filing this complaint due to Budget Truck Rentals dishonesty and lack of service. I was repeatedly assured on recorded calls that I would receive assistance, but I was misled at every step.On February 26th, I rented a truck from the ******, ******* location and was coerced into paying for insurance and roadside assistance. My car was strapped in by Budget staff, but the straps fell off before my departure to **********. Roadside assistance refused to help, directing me to customer service, which was unavailable. I had to seek help from U-Haul, delaying my trip.Upon arrival in **********, I contacted customer service multiple times. I was told my concerns were documented and that I would receive follow-ups and confirmation emails, none of which I received. Supervisor ******* assured me I would receive a credit upon contract closure, but I never got proof or a claim number.Returning the truck was another issuethe staff was unhelpful, forcing me to call customer service again. I was promised an email confirming my contract closure, which never came. After two weeks of unanswered calls, I left a voicemail. On March 19th, I finally got a callback, only to be told they couldnt help, and then I was hung up on.I have spent extra money on insurance and roadside assistance that provided no help. I demand a refund or the promised credit. Budget Truck Rental must be held accountable for their misleading and negligent practices.

  Business Response

  Date: 03/19/2025

  BTR Case: 71248343

  Reservation: 1808388065353

  
  
  Dear ****** *****, 
  
  Thank you for contacting our Budget **************** through your local Better Business Bureau. We take our customers' problems seriously and appreciate the opportunity to address your concerns.
  
  On behalf of our entire Budget Truck team, we apologize for the inconvenience you experienced during your recent rental.
  
  Regarding your concerns about assistance with loading and unloading your personal vehicle onto the towing equipment, please note that, due to liability issues, our dealers are not permitted to handle customers' personal vehicles during these processes. However, they should have provided you with instructions or a pamphlet to guide you through the procedure. We apologize if this information was not provided.
  
  To address the inconvenience caused by the delay, we have applied a 15% discount to your rental amount in the amount of $168.26. This refund has been processed to your **** card ending in 8377 and should post to the account within 5 to 7 business days.
  
  Once again, we apologize for your inconvenience.
  
  Sincerely,
  
  Avis Budget Group
  Response Coordinator

• Initial Complaint

  Date:03/12/2025

  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.

  Avis: Your reservation number 24353840US0 Pickup date 3/8/25 10:30am Drop off 3/12/25 5:00pm Same location for pickup and drop off Total paid $512.65 I went to the local office to make a reservation and get a vehicle the local person asked did I have a reservation number I said no he instructed me to make a reservation online and give him the US number. Which I did online it didnt have a place to enter my member number for my **** so I inquired about it with the person at the counter he said to call the corporate office he couldnt adjust anything. I sat back down and called the corporate office and sat on the phone for four hours and spoke to 4 different representatives before the last supervisor **** employee id number ***** said there was nothing they can do for me its not there job to go out of their way to the help the elder. All I asked every representative from the moment I walked in their building was to rent a car and apply my **** discount.

  Business Response

  Date: 03/12/2025

  BBB #: ********
  Case: 70993676
   
  Dear ******* ****** *****, 
   
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  In looking at your reservation we show that there is a discount code already. Due to this you cannot add your AARP to the rental as well. We do apologize for any frustration this has caused you. 
  
  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:03/05/2025

  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.

  I rented a 16 feet truck with reservation number ************* on 2/24/2025 to move our belongings from ******* to ******. The first thing that came in was that the windshield of the truck was broken and limited visibility to what the agents in ******* said that it doesnt matter and they deny to replace the truck. They clean the windshield as I asked since it was very dirty. I needed the truck so I proceeded with it. On our way we stopped at a rest area. The truck did not want to start since the battery was dead. Some good people helped us with jumper cables and a battery to initiate the truck. We could get to a hotel where I called budget with the request to replaced the battery. Help came in but they did not bring a battery so we have to wait 12 hours to get a battery replacement. The technician also told us that the coil was broken , that it was glued and that we may have problems. How they rent a truck with that poor maintenance: windshield broken, bad battery and bad coil? Also I noticed the tires were worn unevenly. Steering wheel was shaking a lot at 60 mph. This is unsafe for customers. Also when I returned the ********************** they argued about a damage in the truck. Fortunately I had pictures that demonstrated that the damage was there. I really demand a refund for this bad and unsafe service.

  Business Response

  Date: 03/06/2025

  BBB# ********

  Budget case#  70947902

  Rental # 18082-5377-0419

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

  By way of explanation *** takes pride in providing our clients with a seamless rental experience.  We apologize that your rental did not meet this standard. Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions.  Due to the inconvenience we discounted the rental.  A credit of $152.00 has been issued to your **** account.  The credit will post to the account within 5-7 days.  We hope that our actions will meet with your approval.  

  Thank you for giving us the opportunity to address your concern. 

  Sincerely, 

  Budget Response Coordinator