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 Car Rental

  4900 Boston Street Baltimore, MD 21224

• 

  Budget Rent-A-Car

  1039 Dixwell Ave Hamden, CT 06514-4913

• 

  Budget Rent-A-Car

  135 Christian Ln New Britain, CT 06051-4122

• 

  Budget Truck Rental

  7722 Fenton St Silver Spring, MD 20910-4942

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/19/2025

  Type: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:02/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/16/24 I made a reservation (Reservation #********US3) for an Elite SUV. Upon arrival to the counter the agent told me that the only vehicle they had was a minivan even though I had made a reservation 4 months earlier. I was pressured into accepting the vehicle as I had a family of 4 with 2 kids under 6 years old with me, 9 bags and I needed a mode of transportation for our vacation. I asked the agent if the rate would be adjusted due to the downgrade and she said it would upon completion of the rental. The agent did her computer work and said to insert my credit card. Upon reviewing the amount being charged I told her that it was not the correct amount and she stated that it was just a hold for incidentals. I asked how much the hold was for and she stated $200. I said I would authorize the hold but it was still not the correct amount as the rental ~$355 plus $200 does not equal $640. She said it was fine and that it was the correct charge. I let her know that I had been scammed at car rental before as they had charged us for car seats previously that I did not catch and would not authorize the charge and to call a supervisor. She called a supervisor over and he took the additional charge off which was prepaid gas after I hold told her in the previous conversation that I would fill it up upon rental return. Upon arriving to the vehicle it was clear that they didn't have many cars available but should have had a vehicle for my reservation. I removed the trash from the previous rental vehicle prior to settling in as it didn't seem like the vehicle went through all the proper steps before being rented back out. As of currently the full amount was billed to my credit card. I reached out to budget customer service on 2/22/25 to inquire about the adjustment and have not heard back. Trying to finalize the "adjustment" so I can pay the merchant as the full amount was not authorized.

  Business Response

  Date: 02/28/2025

  Budget Case: 70691683
  Budget Rental: 597886833
  
  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 any inconvenience this matter has caused.
  
  We have reviewed your Complaint, and you can be assured that the experience you described is certainly not typical of Budget. Please accept our sincere apologies for any inconvenience you may have been caused. **** takes seriously its commitment to have the vehicle that is reserved available when and where you have reserved it and our teams do their best to match your needs and accommodate your specific request. 
  
  While Budget strive to give you the best service possible, it appears it was not evident in the handling of your car rental needs. We appreciate your bringing this matter to our attention and assure you that the responsible manager will be made aware of this unfortunate incident, in order for corrective measures to be taken to prevent any recurrence. Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your making this report to us.
  
  Therefore, in an effort to demonstrate our apologies for the inconvenience you were caused. We have processed a 25% adjustment off the billing of your rental. A credit of $88.99 will post to the **** ending in 6184 within 3-5 business days.
  
  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 **** 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 
  **** Budget *********** 

  Customer Answer

  Date: 03/06/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/25/2025

  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 car in Sept 2023 a vehicle. Turned it in with no issues, or comments. Last month, they contacted us (Jan. 13, 2025) and stated there was damage to the car and they would like to fine us $104.50....There was NEVER any damage, and this was rented 2 years ago...this is rediculous and not acceptable. When i told them no, they trasfered it to a collections company. not ok nor ethcial. No damaged was also on the receipt. Rental agreement number is *********

  Business Response

  Date: 02/26/2025

  BBB #: ********
  Case: 70461039
   
  Dear ******* *** ****, 
   
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  We have reviewed your rental and the notes from your case. We have contacted the collection agency to have this removed.  When we receive a response from their office we will advise you of this. We apologize for the inconvenience this has caused. We appreciate your patience during this process.
  
  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:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a budget truck for $156 online. When i arrived at the place i was told it would he $356 as there was a $200 deposit and that money would be refunded when i returned my truck. This was on 1/25/25 that i was charged. I still have not received my $200 back it has been over 4 weeks. Their website states wait 28 days. Ive done that. Getting on the phone with customer service is impossible. Twice now over 1 hour hold times to then be hung up on. I need my $200 back

  Business Response

  Date: 02/26/2025

  BBB #: ********
  Case: 70745219
  
  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 already processed a refund of $200.00 on February 25th, 2025.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

• Initial Complaint

  Date:02/25/2025

  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 applied for a rental car, picked the time and date and verified cost. I have the email confirmation to confim total of $542.12. Im a fast break customer so i was able to go to the car at the airport with out checking in. I picked the car up on Jan 29th. On January 30th I seen a hold on my credit card for $996.60 and called Budget and spoke with someone and sent over my confirmation and email verifing total, and after an hour they said when i return the car, my account will be credited. Well after a few weeks and several calls they said its not their fault and i just have to pay what it is now, instead of what i reserved it for. I want to just pay what i selected and reserved the car for.

  Business Response

  Date: 02/25/2025

  BBB #: ********
  Case: 70432712
   
  Dear ******* **** *****, 
   
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  As the insurances (ALI,PAI,LDW) are on your profile for optional coverages they will be added to all of your rentals. Due to this we are unable to issue a refund for them. If you no longer want these added to your rentals you will need to login into your profile and remove them. 
  
  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:02/25/2025

  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.

  I contact Budget Rent-A-Car on 2//9/2025 to reserve a rental at **************************, for pick up at 12:30 pm. When arriving at the location, I was informed by staff that they location had nothing available. The representative on the phone had charged my account. When calling I was told I needed to contact **************** for a refund. In an attempt, I spent hours left on hold without any assistance. I was able to cancel the reservation online and send an email request for refund. I received a response at 6:10 am on 2/10/2025 that the refund would be issued to my card in 3-5 business days. Since, I have attempted to contact Budget's **************** dept, just to be transferred and left on never ending hold. Each email I send, a automatic response is sent and never any follow up. Now, 9 business days later, no refund has been issued to my card. I have attached numerous email threads to this complaint.

  Business Response

  Date: 02/25/2025

  BBB #: ********
  Case: 70542861
   
  Dear ******* ****** *****, 
   
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  We have issued that refund as of today in the amount of $214.62 to the Mastercard ending in 3249. Please allow up to 10 business days for this to reflect. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs.  
   
  Sincerely,
  
  ABG Client Relations Team 
  Avis Budget Group

  Customer Answer

  Date: 03/01/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:02/19/2025

  Type:Billing 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 cargo van on 2/10 for 2 hours to move a piano locally. I reserved the van through Budget Truck's website, and was quoted around $26.51 plus mileage, so I expected the total to come to around $30-35. Budget's website quotes $0 for basic liability and no damage protection, which is what we wanted. Upon pickup, the guy at the counter asked me if we wanted the "minimum" insurance, which I assumed was what we had selected via the website for $0. Obviously I should have checked the contract more closely, but since they conveniently can't give you a total charge at pickup (because they "don't know how many miles you'll drive"), I didn't notice any red flags. Upon returning the truck, the total came to $84, because they had added a $40 insurance charge without consulting me (my husband returned the truck without me so I didn't catch it immediately). I called the listed number to discuss, which put me through to their corporate office, who were completely unhelpful and said they "can't refund insurance because the truck was already covered."

  Business Response

  Date: 02/19/2025

  BBB #: 22958572
  Case: 70655889
  Budget Rental:1808253895936
  
  In regards to the aforementioned BBB complaint case, thank you for giving us the opportunity to address your concerns.
  
  
  We have reviewed your Complaint, and our records indicated that your reserved rate was honored. The added charge was for the acceptance of the Physical Damage Waiver (PDW) coverage.
  
  Please be assured it is not a practice of Budget to charge for a product that is not wanted or needed, the decision of course is left up to the customer. Unfortunately, we are unable to verify the nature of the conversation at the counter. As such the rental documents are the best evidence of what you agreed to at the rental counter.  
  
  Based on this information the charges seems to be correctly rendered and no refund is order in this instance. 
  
  Thank you for giving us this opportunity to be of assistance to you.
  
  Sincerely,
  
  Customer Advocacy Response Coordinator
  Escalation Team
  Avis Budget *********** 

• Initial Complaint

  Date:02/11/2025

  Type:Billing 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.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/10/2025

  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 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 Answer

  Date: 02/10/2025

  1808253477981

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

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

  Jan 24, 2025

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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.