Business Profile

Truck Rentals

Budget Truck Rental

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Additional Complaint Information

Customer Complaint:

Due to the volume of complaints filed against this business, BBB only publishes the details for 50% of the total complaints filed.

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Initial Complaint
12/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Rented truck in August for move.drove to destination and truck leaked rain on first and/or second day onto belongings packed. Didnt notice until three days after beginning of rental when I unloaded. Never opened back until arriving at destination so I didnt know. Told budget at drop off. Reported to claims. Sent pictures. Filled out their spreadsheet with damages and costs. Then they decided to ignore me and wont respond to emails or phone calls. Damages over $2k itemized and reported to claims. Plus $1600 paid in truck rental.
Business response
12/23/2024
BBB# ********
Budget case # 70028475
Your file referenced above to the BBB has been forwarded to our office for review and reply.
We would like to research the issue you raised further with our Operations Manager. Can you provide us with your rental number and reservation number to begin this process. We apologize for this inconvenience. We look forward to receiving your reply and assist with resolution.

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

Sincerely,
Budget Response Coordinator
Initial Complaint
12/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I called on a Monday to rent a truck for Thursday. On Tuesday I called a couple times because I received the wrong information on the vehicle I reserved, as I had to register it on my ez pass. On those calls I made sure that the truck was available and that I was all set to pick it up Thursday. After an 18-hour bus ride, I called this location before I arrived and no one picked up the phone and neither did I receive any calls, messages, nor emails. When I arrived and met with ****, with whom I made the reservation with and that had all my contact information (including my email) he proceeded to tell me that the truck I reserved is not in working order. And asked me if there was a possibility that I can be back the day after, to give them time to fix the truck as the "axels were messed up". There were two trucks outside. He said that he "tried to contact me" but I have not received any calls or emails to let me know within at least 24 hours to notify me. There was no effort to let me know what happened, neither to give me a solution. I had my hands tied meanwhile hundreds of miles away from home. It was very unprofessional and negligent. I would never recommend such a business, with the little amount of effort and care I got.
Customer response
12/09/2024
Reservation Number: 1808386897844
Renter's Name: ******* *****
Rental Location: ***************************************
Exact Date/Year of Rental: November 21, 2024
Business response
12/15/2024
BBB #: ********
Case: 69918633

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.

Reservations are booked based on our expected availability, however when vehicles are returned back late or returned damaged it can cause us to not have the availability we had expected. In these cases we will try to find a vehicle from another location, if we are not able to we would have to refer you to rent with a competitor. In the event you did rent with another self moving company and your total was more than your expected total with Budget Truck you can provide your closed receipt for us to review for possible credit towards the additional charges paid.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Initial Complaint
11/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
RENTED A BUDGET TRUCK TO MOVE HOUSEHOLD BELONGINGS FROM ******** TO *******. PARKED THE TRUCK OVERNIGHT AT MY APARTMENTS BECAUSE I WAS EXHAUSTED FROM A ***********. THE TRUCK GOT TOWED IN *******. I'M NOT ABLE TO GET THE TRUCK FROM THE ************ IT HAS TO BE BUDGET THAT HANDLES BUT I AM GETTING NO RESULTS FROM THEM. IT HAS BEEN A WEEK AND I STILL DON'T HAVE MY ITEMS. SOME ARE FAMILY HEIRLOOMS AND THEN HOUSEHOLD ITEMS.
Business response
11/27/2024
BBB# ********
Budget case # 69460439
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 assist in the recovery of your truck from impound. When we have received a response from their office we will advise you of the resolution. We apologize for the frustration 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
Initial Complaint
11/12/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Reserved Budget truck October 31, 2024 Confirmation #************* Reservation # ************* There is not enough room for my details.Budget charged me for items not received.Budget created significant expense because they are taking credit cards for reservations for rental trucks when they don't have them available and then *********** credit card was charged $625 for products and services they did not provide and overcharged for what they did provide.I have reached out in an attempt to contact these people more than 6 times and they are not responding.
Business response
11/12/2024
BBB# ********
Budget case #  69149850
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.
Sincerely,
Budget Response Coordinator
Customer response
11/13/2024
I am rejecting this response because:
The situation is not closed and we are waiting for Budget to investigate and respond, as per Budgets reply.
Business response
11/14/2024
BBB# ********
Budget case #  69149850
Thank you for your patience during our investigation.

We have received a response from the Operations Manager.  By way of explanation ABG 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 $270.60 has been issued to your **************** card. The credit will post to the account within 5-7 days. We hope that our actions will meet with your approval and you would consider using our service in the future.
Thank you for giving us the opportunity to address your concern.
Sincerely,
Budget Response Coordinator
Customer response
11/14/2024
I am rejecting this response because:

You are stating you are refunding $270 for the inconvenience.
You charged me two days when I only used one, plus hand truck when there wasn't one on the truck for us to use.
So, no. You are not refunding me for any inconvenience, you are barely refunding all of the extra costs I incurred because of Budgets incompetence.
-And this is not a rare occurrence. You did this to me before in 2015 when I rented a 26' truck at a ************* location and they didn't have the size truck I RESERVED and was forced to make a 1.5 hour round trip to get a 26' truck which ultimately ended up with me losing over ***** in items I had to leave behind due to time constraints.
I would of had plenty of time if the truck was available!
So this is NOT rare, you've screwed me twice now.

Business response
11/14/2024
Budget Case: 69149850
In regards to the aforementioned BBB Case ID# ********.
We appreciate you reaching out to Budget Truck in regards to your feedback that we received pertaining to Budget Truck rental *************. I am incredibly sorry for the experience you had and the condition of the truck that you received. We are following up aggressively with the senior management for the *************** 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 Truck rental locations do not keep the rental trucks 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.

Weve re-examined the details of your rental and we believe the previous refund in the amount of $270.00 is fair and reasonable.

Sincerely,

Customer Advocacy Response Coordinator
Escalation Team
Avis Budget Group******
Initial Complaint
11/06/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Reserved a truck a week in advance and got a confirmation and a reminder email to call the day of to be told they don't know what I'm talking about nor do them even have that truck. I asked them to cancel it because I don't want to get charged for their mistake and was told they can't do that because they can only see the reservation upon check out. Fast forward I was charged 150$ for a 70$ truck that never existed. Then have the nerve to lie and say the truck was there the whole time. I need the proof of the conversation that occured Sunday at 11:37 since all calls are recorded. I will be reporting them to the BBB and *** for fraud.
Business response
11/07/2024
Budget Case# ********
Budget Rental: 180838628351

Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********.

Thank you for reaching out and sharing your concerns. We appreciate you bringing this billing concerns to our attention. We understand the importance of resolving billing issues promptly, and we apologize for any inconvenience this matter has caused you.

We have acknowledged the billing error, which unfortunately led to your negative experience. Your feedback has been valuable in identifying these issues you encountered during your rental, and we are actively working to prevent such occurrences in the future.

A refund of $150.00 was processed to the Master card ending in 2809 on October 06, 2024. Please allow 5-7 business days for the processing of this refund to your account.

Please accept our apologies for any inconvenience this matter has caused.

Sincerely,

Customer Advocacy Response Coordinator
Escalation Team
Avis Budget Group, Inc.
Initial Complaint
10/31/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
01/27/2024 as per the uploaded documents,I needed to move so I went through Budget and rented a moving truck, I picked it up they requested I brought the truck with the same amount of fuel and the truck clean.I drove the truck to my old home and waited for the moving crew to come in.when they arrived, they requested I move the truck to the driveway for easy loading.when I went to start the truck, it wouldn't start, I called the company and there was no answer, I went to the telephone number on the contract and they dispatched a mobile mechanic, I took 6 hrs before he showed up, around 10 P.M. by then the moving crew had left. I had to pay them money for just showing up.The mechanic asked what happened, I explained and he continued and check the truck, he tells me that it has the wrong fuel and its gong to need to be towed.I called budget again and requested another vehicle, as to they responded, there were no available. I had to get another truck from U-haul the next morning.they did not coming until the following afternoon to pick up the truck.I was moving and had a lot of stress and was overwhelmed by the move, so I let it go.Until today, I receive a bill from Budgets claim department asking me to pay for damages. $2200.00 I have returned their email with a treat to sue. on my document copy is a claim number that I set with budget the day of the breakdown. what can I do?
Customer response
11/02/2024
I had 2 items the first one was to get my money back, and the second was to advise you of them trying to nit only giving me a broken down truck, but then turning around and try to make me pay for their repairs.
Business response
11/06/2024
Budget Case: 69007580
Budget Rental: 0891048464733

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.

We have reviewed your complaint and we have contacted the ************************** to investigate this matter further. When we have received a response from their office we will advise you accordingly.

We apologize for the inconvenience this has caused and we appreciate your patience during our investigation.

Sincerely,

Customer Advocacy Response Coordinator
Escalation Team
Avis Budget Group

Business response
11/12/2024
Budget Case: 69007580
Budget Rental: 0891048464733
Thank you for your patience during our investigation.

We have received a reply from our Claims Manager. Based upon the information you provided and the findings of our internal investigation, the claim has been stopped. 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
10/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
SEE PHOTOS FOR DETAILS OF RESERVATION. I was offered a position to relocate from ***********, ** To ********* w/my husband. We reserved a rental moving truck with Budget bc my auto insurance carrierUSAA, referred me with a 20% off discount. I never recvd the discount. we arrived to the *******, ** location at 8AMon Moving day & the **** did not show until15min after 8am. Due to the character limit here is an outline of our complaints with the truck we were provided-The tires on the ******************************** were at 35PSI-As soon as we pulled onto the **********************, the Check Engine light came on-Traveling at 60MPH the engine would downshift & *** b/w 5000 & 6000 RPM-THERE WERE NO BRAKES-The rear P/S outer tire had a deep V Cut in it down to the Cords.-The truck needs an alignment, it had a bad pull to the right-The front tires were BALD to the steel belt-The oil&tranny fluids were OVER FULL-The interior of the cab was EXTREMELY DIRTY, there was a layer of dirt everywhere, my husband opened the window for the first **************** ash blew everywhere, the ashtray was full-There is a leak inside the cab.Our backs were soaked from rain water leaking down the seam that seals the cab to the box above our heads/back-The wiper blades served no purpose, they only smeared lines across your field of vision-We were told to return the truck with 3/4 tank of gas, which we did, the Nashville **** told us we would be charged $15.99 a gallon for it not being full. I had to send them the video of the Medford *** advising us to return with 3/4 tank of gas. -The representative @ *******, ** told us that the truck was JUST SERVICED before we picked it up &the mechanic is on the property. We were the only ones to use the truck since it was serviced. As stated, I recorded these complaints on video and will provide. A 14 hour drive turned into a 24 hour drive b/c we had to stop FREQUENTLY to check the air pressure in the tires & put gas in, amongst checking everything else in the truck.
Business response
11/03/2024
BBB #: ********
Case: 68642281

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 base rate of your rental. This is a total credit of $489.00, while we understand that you did previously decline this offer, we were not able to find any calls into our **************** or Roadside team during the rental, based on this we do feel this is a fair and reasonable offer.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Customer response
11/05/2024
Respectfully , I am rejecting this response because:
1. **********************************************************
2. **********************************************************
3. **********************************************************
4. **********************************************************
5. **********************************************************
6. **********************************************************
7. **********************************************************

The condition of the truck was far worse than didnt meet my expectations.
As politely as possible, Its easy to sit behind a computer and deal with complaints from customers all day, Im sure this may have de-sensitizes you after a while. However, You were not in the truck, or driving through a thunderstorm in *********,TN getting rained on and unable to see through the wipers, we had to pull over and get rained on and wait it out. It was frightening.
The previous offer of 25% back is still unacceptable. I never even received the discount from being a USAA policyholder and using your services as a referral.
The condition of the truck set us back on schedule, we have established I was not aware that Emergency Road Side would bring us a new truck and a people to assist unloading and loading the vehicle. If I knew that, I likely I would have made that call. I truly thought roadside was there for the standard Lockout/gas delivery/ Tow to a nearby repair shop.
As my rebuttal request, I am requesting a refund in the amount of $1739.38 . I feel this is a more than respectful request considering the highly questionable condition of the vehicle. I also already voiced my concern to ****. Your own mission statement cites you strive to ..deliver a quality product would you agree at the minimum this was something your company could not in fact deliver?
Rude customer service and inconvenience aside, this truck was not safe for the roads. Im truly concerned how many other trucks in your fleet are in similar conditions. Its highly unlikely I received THE ONE faulty truck. The best part is, my husband and I were assured the truck was just serviced before we picked it up.
We were rained on from inside the cab. There were no brakes on the truck. The tires were bald. The tires constantly lost air pressure. The engine revved high if we went over 60mph. The fluids were overfilled. The check engine light came on 5 miles into driving (adding to the unknown of what else is wrong) The wipers didnt clear the windshield in a rainstorm. The customer services **** were inexperienced at best. Lastly, it was filthy with cigarette ashes and empty Gatorade bottles from prior people using the truck.
Incase you needed a friendly reminder - your companys mission statement, from your website is;
We will consistently deliver a quality product, friendly service and great value that make customers confident that ********************** is their best car rental choice.
- ******************************************************************************************************
Its clear the company fell short this time on all three standards.
Customer response
11/06/2024
I received a refund in the amount of $489.00. The amount was posted to my account November ********* from Budget Trk CUST SVCTULSA OKUS
I did NOT accept their resolution. This is not a settlement and I was requesting $17 ***** returned.
Why would they refund me this amount after Ive declined it now, two or three times? Please advise what to do.
Business response
11/07/2024
Dear ******* ******,

Thank you for your reply.
After carefully examining the details of your case, we have applied the 25% discount to the base rate. Given the circumstances, we believe the offer is both fair and reasonable, which is why it has been processed as a credit.
We understand you had requested a full refund of all of the charges of $1,739.38; however, we're unable to provide additional adjustment at this time.
Again, we apologize for any inconvenience this matter may have caused.
Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Customer response
11/08/2024
You mentioned in your response that I am requesting ALL the charges refunded. That is incorrect. I was requesting 50% back.
Please check your records.
I do not accept this offer.
This matter is not closed or settled and I will continue to escalate this. I have submitted a complaint to the *** for bad business practices.
Business response
11/08/2024
Complaint ID: ********
Budget Case: 68642281

Ms. ******,
Budget Truck Rental leadership team has reviewed your file therefore; our position remains unchanged. No further monetary compensation is approved.

Regards,

Customer Advocacy Response Coordinator

Customer response
11/09/2024
****. Ill continue to escalate this. I do not accept your refund.
Customer response
11/12/2024
Consumer
Most Recent Message
Date Sent: 11/9/2024 6:29:11 PM
Okay. Ill continue to escalate this. I do not accept your refund.
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
on 10/04/2024 I rented a truck from Budget- I tried to call them back because the truck was not changing gears correctly, and water was leaking in through the back cap onto me while driving, to make matters worse, I was pulled over in ******* and told to get the vehicle off the road due to the fact the lights where go off and on and that the vehicle could not be driven at night. Therefore, it cost me an additional ****** for a hotel. I have been trying to call budget on 10/4, 10/5, 10/6 & 10/7 but have gotten no returned phone call. I now look
Business response
10/22/2024
BTR Case: 68639810
Reservation No: 1808385642538

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

Regarding the BBB complaint case # ********, thank you for giving us the opportunity to address your concerns.

Budget Truck Rental values the relationship that we have with our customers and strives to uphold the highest ethical standards. We apologize for any inconvenience caused by this matter.

Upon reviewing the details of your complaint, our records show that you spoke with a supervisor on October 21 and mentioned disputing the charges with your card provider. At that time, you were informed that we could no longer discuss the matter with you, as it now a legal dispute. There are restrictions on how to proceed. The dispute process is very specific and must be adhered to in the strictest sense.

If the dispute has been resolved, please provide us with a confirmation letter, and we will be happy to assist you further. Otherwise, we must wait for the dispute to be settled before proceeding.

Also, you mentioned that the truck gears were not changing correctly, water was leaking in through the rear cap onto me while driving, and you were pulled over because the lights were flickering off and on, preventing you from driving at night. However, there are no records of you contacting our emergency roadside service to report any of these issues with the truck. Due to this, the additional day charge of $132.91 is rendered correctly.

We truly regret that we are unable to further assist you in this matter. We hope the dispute is resolved quickly by your financial institution.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Business response
10/22/2024
The correct BBB case number is ********
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I rented a truck to haul all of my daughter and mine belongings from ******** to ********. As it was just my 13 yr and myself I had to drive the rental truck to Kentucky unload and return the vehicle in ******** where I would be picking up my vehicle. On my way to ******** the check engine light came on so I pulled over and tried to contact roadside assistance. I tried calling several times but the lines seems to be down. I was able to reach customer service and they said they have nothing to do with vehicle issues and the only thing they could tell me was to keep calling. After already losing almost 2 hours we decided to continue on,the only issue so far was that I couldn't go past 55mph with the truck shuddering vibrating extremely. We were about an hour away from the drop off destination and the truck started acting oddly, jerking and jumping when I tried to accelerate, it had a weird smell and could barely get it past 45mph which took a very long time to get to even that. With no luck I had tried calling the roadside assistance again but since we had already lost several hours due to the issues we knew it was a bad idea to stop and wait when we had no idea how long it'd take to finally contact them. I was finally able to reach them the next morning and they said they'd send for a tow but my belongings that were supposed to go to a storage unit were still on the truck, I had no vehicle due to nor being able to get back to ******** and had asked for a replacement. They said no. I had a medical emergency and was in bed for the remainder of the next day, the following day the truck was gone with my belongings still on it, that is now Saturday and the place it was supposed to wed to doesn't open until Monday. And now I have to pay at least $60 to get to a car rental place and $200 for the car to get back to ******** for my vehicle and try and figure out how to get my property if they even give it to me
Business response
10/23/2024
Budget Case: 68637142
Budget Rental: 180836106810

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.

We have reviewed your complaint and the notes from your case. We have contacted the Operation Manager over this rental location to investigate this matter further. When we have received a response from their office we will advise you accordingly.

We apologize for the inconvenience this has caused and we appreciate your patience during our investigation.

Sincerely,

Customer Advocacy Response Coordinator
Escalation Team
Avis Budget Group
Initial Complaint
10/17/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
To begin with *****, the manager guaranteed we were getting a cargo van as Im an elderly woman and could not drive a big truck. When we got there they said it would only be a 12' box truck because they reserve all their cargo vans for Amazon delivery only. ************** Then I was not allowed to drive off the lot without purchasing a commercial insurance policy, almost $300. Both deceitful and fraudulent. When I couldn't drive to ******* because of hurricane ****** I returned the truck the next day, filled the fuel tank, it cost $7.00. Then ***** said to give her my credit card so she could refund the truck. The amount of the refund equaled the total amount that I paid. I commented,"wow, I'm getting all my money back minus the fuel, is it because of the hurricane? What's that called?" to which ***** replied "an act of God!!So I left and vowed to return when it's safe to travel back to *******. After I left I saw a charge on my credit card in the amount of $530 for damage to the truck, fuel charges,"roadside safety net" plus tax of course. It's been taken care of but never should have happened.
Business response
10/20/2024
BBB #: ********
Case: 68583065

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 checked our records and was only able to locate a charge of $109.20 for 1 day of rental. If you are seeing a higher charge please provide a copy of your credit/debit statement showing the charge in question for us to review.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator

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