Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  01/13/2025

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

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today at 4:18 pm two unauthorized and unrecognized transactions were withdrawn from my cash app account.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

  Business response

  01/13/2025

  BBB #: ********
  Case: 70234833
  
  Dear ******* *****, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Budget values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  So that we can look into the matter on your behalf, please provide a copy of your credit/debit card statement showing the charges in question. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

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

  Business response

  02/04/2025

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

  Customer response

  02/05/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  01/06/2025

  BBB# ********

  Budget case # 70147297

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

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

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

  Budget Response Coordinator 

  Business response

  01/06/2025

  BBB# ********

  Budget case # 70147297

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

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

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

  Budget Response Coordinator 

  Business response

  01/10/2025

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

  Thank you for your patience during our investigation.
  

  We have received a response from our Operations Manager.  Based upon the information you provided and the findings of our internal investigation, we have refunded the U-Haul and hotel expense you incurred during the rental.  The credit of $1,040.64 issued to your **** card will post to the account within 5-7 days.  We apologize for the frustration this matter has caused.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.   
  
  Sincerely, 

  Budget Response Coordinator 

  Customer response

  01/10/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To begin, the desk attendant insulted my partner and said he wouldn't be able to help drive the rental because of how young he appears. He is 25 years old. It was insulting and inappropriate, and we were never asked about adding an additional driver, despite mentioning it when we checked in. Car was filthy, to the point that the manager checking me out at the gate commented on it. It was obvious it hadn't been cleaned, but the line inside was a dozen people long and I had already loaded including my pet, so not going to change. Windshield wiper fluid ran out less than halfway through the 1600 mile drive. Awesome. Had to make additional and unnecessary stops to clean off the windshield. A rotten/musty smell started to come out of the carpets the longer I drove like it was disguised when I first picked it up. Finally, I received no instructions about parking and returning the vehicle and were unaware I'd have to go into an airport to drop off the keys. That's ridiculous, but not as ridiculous as the fact that the entire parking lot was full when I needed to return. I circled the airport twice before finally having to park in regular airport parking, walk inside, and ask what to do with our vehicle. By the time I was told "any available spot for any company" was fine, the return was late. I even called to ask about a ***** period when I realized I couldn't figure out the parking. I asked the attendant to make notes on the rental so we could dispute if there was an issue, but we got a full receipt back that included no deductions. However, our $250 deposit was never returned, and we received no information about it. I have contacted Budget twice trying to get an explanation and/or get the deposit back. This is beyond unacceptable, especially around the holidays. I am so glad this was a personal rental and not for business, or I would have been mortified. We deserve the deposit back, and a portion of our rental fee should be refunded.

  Business response

  01/05/2025

  BBB #: ********
  Case: 70141847
  
  Dear ******* Love, 
  
  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 do apologize about the stated condition of the vehicle you received. We apologize for the inconvenience this matter has caused. Although we realize that we cannot make up for a disappointing experience such as this, we have sent you a $30.00 coupon for your next rental. Additionally, we show that the hold was released on December 14th, 2024. Please note that as the hold was only a hold and not a charge you will not see a credit for the hold, you will simply see that the pending hold has been removed from your account. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of this year we rented 2 rental trucks for a move to ********, ******. We had 3 ******s for our trucks ******* ******** and ***** ******** we are spouses and a 3rd ****** was **** ******. His name appears on the contract, we were assured he was added to the account. During the move a collision with a power hookup at an RV area occured. We filed a claim with budget for the damage to the vehicle and the power hookup. About 2-3 weeks later we recieved contact from the insurance company denying the claim stating **** was not on the contract as a ******. We do not know where his name was supposed to appear on the contract, only that his name appeared on the contract and we were again assured by the MANAGER that he was on the account. The manager hooked up the trailer to the rental truck and even briefed **** on operation of the vehicle and witnessed him drive it off the lot. We have been in contact with the store manager MULTIPLE times to try to resolve this issue and they are now ignoring any contacts.

  Customer response

  12/16/2024

  Customer Reference Number *************

  See attached copy of the rental agreement.

  Business response

  12/19/2024

  Complaint ID: ********

  Budget Case: 69993338

   

  Mr. ******** & ********, 

  Upon receipt of the communication we have routed the inquiry to our damage claim specialist to review. An update will be provided within 10 business days about the status of the file. 

  Your patience during this process is appreciated. 

   

   

   

  Regards, 

  Customer Resolution Coordinator 

   

  Customer response

  12/19/2024

  We will await your response. As this has been delayed quite a lot already from your office please try to keep to the timetable of 10 days

  Business response

  12/29/2024

  Complaint ID: ********
  ********************** Case: 69993338
  
  Mr. ******** & ********, 
  
  Thank you for your patience during our review, and again we do apologize for any frustration that this has caused you. Our review found the claim was denied as the driver was not listed as an authorized driver. On personal rentals all drivers must be listed as an additional driver and the renter must pay for these additional drivers.  
  
  Your patience during this process is appreciated. 
  
  Regards, 
  
  Customer Resolution Coordinator

  Customer response

  12/30/2024

  I am rejecting this response because:   

   

  I I was told by your manager they had been added I was also texted after the incident by the manager stating that they were working with the district manager to correct this. **** ****** was listed on the rental agreement which led me to believe that he had been added as a driver. I am not familiar with your forms or where people's names need to be placed for them to be listed as a driver. I was relying upon the statements from your management staff at the rental location. I am prepared to engage in legal action over this if this is not resolved satisfactorily.

  Customer response

  01/03/2025

  I have not received a response regarding my rejection of their solution. If I do not receive a response in a timely manner I will be seeking legal representation and engaging in a lawsuit against the company due to the negligence of your management staff and employers by not properly documenting ththextra driver thereby causing us liability for the damage to Sonoma caverns property. 

   

  I I expect an immediate response documenting that your company has agreed to cover this incident as your management staff was the one that told us that **** ****** was listed as a driver on the contract. Not only that the manager briefed him on how to properly operate the vehicle. Further I have text logs from that manager indicating that a mistake was made and that this should have been covered and they were communicating with their district manager

   

  Further delay on this issue will not be tolerated as I have stated I am prepared and will engage with legal representation to deal with this issue. I expect a response within the next week.

  Business response

  01/06/2025

  Complaint ID: ********
  ********************** Case: 69993338
  
  Mr. ******** & ********, 
  
  Thank you for your reply, we do apologize for any frustration that this has caused you.
  
  Please provide the documentation that you mentioned you had showing the driver was approved as an additional driver and we will be happy to review it additionally. 
  
  Thank you for allowing us to assist you. 
  
  Regards, 
  
  Customer Resolution Coordinator

  Customer response

  01/06/2025

  I am rejecting this response because:   

   

  Please see attached documentation of my conversations with ******* the manager at the Landstreet location in ******* *******. He has been trying to resolve this with his area manager for months. I do not wish to engage in litigation regarding this issue but further delays will force me into this costly issue for all parties. 

   

  Please IMMEDIATELY send me a letter confirming that this is going to be taken care of by Budget Truck Rental. Again I will file litigation if necessary but would prefer to work this out between ourselves and Budget. 

  Customer response

  01/11/2025

  As this matter has been taking EXCESSIVELY long to resolve and your company is clearly in the wrong here. Further, we have 3 witnesses prepared to testify in court that your management and staff were informed MULTIPLE times that **** ****** was to be an additional driver on the contract,  and further that the witnesses observed the manager advise us that he was a secondary driver on BOTH rental contracts for BOTH trucks. we are now in the process of seeking legal representation. We would still prefer to resolve this in an amacable manner directly with Budget, however, it appears your company is unwilling to resolve this appropriately.

   

  We are giving you a final chance to resolve this while we seek legal representation. Should you persist in denying the claim or fail to respond within 5 business days. We will turn all of our evidence and statements over to our attorney once one is selected and will be going for the MAXIMUM penalties allowed by law.

   

  PLEASE take this matter seriously as i said we would like to proceed amacably and resolve this without involving the legal system but we are tired of being jerked arround by your company due to the neglegence of your employee to appropriately list **** on the contract.

   

  Please contact me no later than 5PM Pacific time on 1/18/2025 or we will proceed with legal action. 

  Business response

  01/16/2025

  Complaint ID: ********
  ********************** Case: 69993338
  
  Mr. ******** & ********, 
  
  Thank you for your reply, once again, we do apologize for any frustration that this has caused you.
  
  We've requested on 1/6/25 to please provide the documentation that you mentioned you had showing the driver was approved as an additional driver so that ******** Claims can complete their investigation and make their determination. 
  
  Thank you for you cooperation in advance and we hope to hear from you shortly. 
  

  Sincerely
  
  Customer Advocacy Response Coordinator 

  Customer response

  01/16/2025

  I have provided set information in the attachments which was a communication with the manager after the incident. As your continuing to fail to respond adequately to this you're going to leave us no alternative except to seek legal recourse. This is now a demand to resolve this issue further delays will result in legal action..

  Business response

  01/21/2025

  Complaint ID: ********
  ********************** Case: 69993338
  
  Mr. ******** & ********, 
  
  Thank you for your reply, once again, we do apologize for any frustration that this has caused you.
  
  Our records show that the documentation you provided on January 6th, 2025, does not contain any text messages or other supporting documentation. Please resend as a PDF file with the text messages or any other supporting documentation included.  
  
  Thank you for you cooperation in advance and we hope to hear from you shortly. 
  
  Sincerely
  
  Customer Advocacy Response Coordinator

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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****** 
  

  
  

*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. ↩