ComplaintsforBudget Truck Rental

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paid $2341 to rent truck to move daughter from NC to **. We provided proof Of our insurance and told we wouldnt need insurance but was charged for it anyway. The trip was a nightmare. The air didnt work anytime you stepped on gas. On idle it was fine. Truck also had small hole in roof that leaked moisture on some of the contents in n truck. 2100 miles with no air was unacceptable but we had deadline and no way to exchange truck and reload it. Please confirm with your receiving agent in **** if you doubt my words. I called customer service and the call center was not helpful and asked for supervisor to return call. Its been days with no response. Please help as we should be refunded majority of the cost as we paid for a truck with air and no leaks. 3 summer days sweating ?? s not OK

  Customer response

  08/13/2024

  Here is the information you requested.

   

  reservation number 1808384248434

  renters name.
  *************************

  Rental Location.

  *****************************;Durham **

  Date of Rental July 30, 2024-Aug 5 2024

  Customer response

  08/13/2024

  Consumer

  Most Recent Message

  Date Sent: 8/13/2024 5:48:55 PM
  

  Here is the information you requested.

   

  reservation number 1808384248434

  renters name.
  *************************

  Rental Location.

  *****************************;Durham NC

  Date of Rental July 30, 2024-Aug 5 2024

  Business response

  08/14/2024

  BBB #: ********
  Case: 67251243
  
  Dear Mr./******************, 
  
  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.
  
  Once this complaint was received, we tried to conduct an investigation. Unfortunately, there was not enough information provided, and your rental was unable to be located if you would kindly provide us the following information below, so we can investigate this matter further.
  
  Reservation Number;
  Renter's Name;
  Rental Location;
  Exact Date/Year of Rental;
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  08/14/2024

  I provided this information to you yesterday? Do I need to send it again?

   

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

  Customer response

  08/14/2024

  Here is the requested info again

   

  reservation number 1808384248434
  renters name.
  *************************
  Rental Location.
  *****************************************************************************
  Date of Rental July 30, 2024-Aug 5 2024

  Business response

  08/15/2024

  BTR Case: 67251243
  BTR rental: 1808388248434
  In regard to the aforementioned BBB Case ID# ******** 
  We appreciate you reaching out to Budget in regard to your feedback that we received pertaining to Budget 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 Durham 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 the inconvenience you were caused. I have processed a 30% adjustment to your rental. My credit of $702.36 will post to your **** card ending in 1261 within 3-5 business days.  As you had use of the rental vehicle to complete your trip, Budget believes this credit represents a reasonable resolution 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,
  
  Customer Advocacy Response Coordinator 
  Escalation Team 
  Avis Budget Group, Inc. 

  Customer response

  08/16/2024

  I have reviewed the business response and accept this resolution because I am tired of this. They owed me over $500 for charging me for unneeded insurance.  I am ready to move on, but this isnt customer satisfaction when you mess up. 2100 miles in summer with no air!!!!!

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a cargo van on July 26 for a one-way rental from ******* to *******. The van was in very rough shape, dented in on the edge of the roof, peeling stickers on the door, and grimy inside. On the day of my move, I got on the highway and the steering wheel began shaking at 69 miles per hour. The shaking stopped as long as I stayed below 69 MPH. A 640-mile trip which should have taken about 10 hours took me more than 12 hours and I arrived in ******* after midnight. I called Budget first thing in the morning to report the problem and ask about compensation. They said they could only help once the van was returned and the paperwork was closed out. I called back after returning the van later that day, but the paperwork was still open and they asked me to call again in the morning. I just got off the phone and they said they could not provide compensation since I didn't report the problem while I was on the road. At no time during my previous phone calls yesterday was I informed of this requirement. Both of those agents (**** and ?) said they would be happy to help once the van was returned. This was clearly not the case. After complaining to the third agent (*****), he offered us $75 and then his manager offered $98.95 which was unacceptable. The total cost of rental was over $1200.

  Business response

  08/13/2024

  BTR Case: 67226817
  Reservation: 08910-4879-2493
  
  Regarding the aforementioned BBB Complaint ID: ******** thank you for allowing us to address your concerns.
  
  Budget Truck values our relationship with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused. 
  
  After reviewing your complaint, we apologize for the problems you encountered during your rental. According to our records, we did not receive any communication from you regarding the truck's issues, nor did we receive any reports from you to Roadside Assistance or **************** before the day you returned the truck. Those crucial details prevented us from dealing with the problem promptly or resolving the issues during your move.
  
  To acknowledge the inconvenience you faced, we would like to offer you a 20% discount on your rental. A credit of $222.09 was issued to the Mastercard on file and it should post to the account within 3-5 business days. 
  
  Once again, we apologize for any inconvenience and appreciate your feedback as it helps us improve our services. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  Response Coordinator 
  Avis Budget ****** ****

  Customer response

  08/14/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a Budget Truck on July 25, 2024 in ***********, ** and my drop off city was *************************************. Phone number ************** no later than July 28, 2024. My Reservation Number is: **************. I finished my move a day early and went to drop the truck off at the contractual location only to find out it was an ******************** and NOT a Budget Rental location. Upon calling the phone number on my contract, I learned it is no longer in service. I then called **************** and was given an address on *******************, again not an existing location. I called **************** again and was told to go to the ********** on Adamo Dr. only to find out from ********** they dont even work with BUDGET! At this point I called **************** and asked for a Supervisor. I spoke with **** - id#******. Who advised me that there was nothing she could do and I would have to return the truck tomorrow to the *************** location. I moved to *******, but had to drop things in storage in ******* for my sister. When I explained that 1. The A/C wasnt working in the truck, 2. I was not going to spend another $100 on gas to drive back to ******* and return to a non existent location tomorrow, she told me to drive to yet another location 30 minutes away and drop it off and hopefully they would accept the truck tomorrow. I asked to speak to a supervisor and no one was available. Additionally, **** threw the fact that my Contract states I have to call the place Im supposed to return the truck to and take it to that place. . . . A place that doesnt exist, and is a material breach on the part of Budget and NOT myself. Im seeking a full refund for giving me a truck in 100 degree weather with a non working Air Conditioner and for making me drive 2 hours searching for a place to return the truck because Budget doesnt have accurate information in their system.

  Customer response

  08/06/2024

  I just wanted to udate this complaint to note that I have not been cotacted by Budget even after being told a supervisor would be on contact in ***** hours. 

  Business response

  08/09/2024

  BBB #: ********
  Budget Case: 66938487
   
  Dear Mr./****************,
   
  In regard 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.
  
  Your complaint has been reported to our Truck Operations team to investigate further and we will reach out to you with more information as it becomes available.  
  
  We appreciate your patience and understanding. 
   
  Sincerely,
   
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  08/09/2024

  I am rejecting this response because:  they advise they are further investigating the matter and therefore the complaint should remain open.

  Business response

  08/13/2024

  Dear Mr./****************,
  
  Thank you for your reply.
  
  We have received a response from the Truck Operation team regarding this matter. 
  
  We regret that you were provided with a truck where the A/C was not working properly and that you faced difficulties returning the vehicle, including being directed to a non-existent location. We understand the frustration this caused. 
  
  Due to the issues you encountered, we understand that you are requesting a full refund. However, in light of the problems, you were able to complete your move with the service. As a result of your inconvenience and stress, we're crediting you a 50% discount on your rental to try and resolve this issue. A credit of $234.75 has been processed to the payment method and should show up within 5-7 business days. 
  
  We again apologize for any inconvenience caused and we believe this resolution is fair given the circumstances.
  
  Sincerely,
   
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  08/14/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 17, 2024, I made a reservation (#*************) for a 26 ft truck, 12 furniture pads, and a hand truck. The reservation was made online for the pick up location ******************* LLC *********************************************************************************************** @ 8 am on Sunday 7/22/24. The drop off was for Monday 7/22/24 @ 8am at Budget Truck of ***************************************************************************************************************. Upon my arrival at approximately 7:50 am, I noticed there was no 26 ft. truck on the lot. The gentleman waiting on me inquired whether I had just made the reservation and I said no. He called his boss and whoever he spoke stated that a female colleague had called me on 7/21/2024 to cancel the reservation. I informed him that nobody had called me, showed him my call log indicating no missed calls etc. I than asked if someone really attempted to call me why wouldn't they leave a message. I informed him that movers were arriving at my home at 9 am and inquired what I was supposed to do. He said he could try a location in ********* to see if they had a truck or call the *********************** location. Going to ********* was a viable option for me and ***********************'s truck was out of commission. I took a 16 ft truck rather than nothing. The truck was filthy inside, the seats were wet and the port to charge my cell didn't work. I ended up incurring an additional $449.95 in moving fees because I had to end up renting another truck from UHaul, which delayed the movers from being able to load and I was told that I could put the Budget Truck on my credit card and when I returned it to the location in ********* I could complete the transaction with my debit card. When I returned the truck, the representative told me I couldn't switch cards, noting that option was for car rentals. I called the toll free number for assistance and was told the best they could do was credit me $40. I reminded the rep that Budget policy is that if I had cancelled less than 48 hours I'd be charged $150 but Budget gets to behave this way

  Business response

  08/02/2024

  BBB# ********

  Budget case #  66937277

  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 
  
  

  Business response

  08/02/2024

  BBB# ********
  Budget case #  66937277

  Thank you for your patience during our investigation.
  

  We have received a response from our 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 $75.00 has been issued to the card associated with the rental.  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

  08/02/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Made reservation to rent a pickup at Budget,****************, JAX @ ************************************************* on July 6th and return on July 13th. This is not the first time renting from there. First truck had a piece hanging off the bumper. Walked all the way back to the counter. Got another set of keys. Walked back to the other garage. Truck smelled like heavy smoke. Walked back to the booth. Got yet another set of keys. Walked back over to the other garage and the truck smelled like smoke again, but not as strong. Walked back to booth in other garage. Got another set of keys and walked back over. Truck smelled like someone just got done smoking marijuana in it. At this point I was very frustrated. Walked back over and I was ******. The ladies at the booth were getting mad also, because I was not the only one that has been having issues. The lady finally grabbed 3 more sets of keys and we walked all over to these trucks. Finally the 7th truck was fine and had to walk all the way back over to the booth to get paperwork. This is the 3rd trip I have made where this has been an issue. Last October I flew to Jax and rented a truck. I just took it because I needed to get on the road. When I got where I was going, I unloaded luggage and headed straight to *************** and swapped trucks. The trip before that I went to a budget place in **************** and swapped out a vehicle all with the smoke smell it. Very disappointed in the way the vehicles are keep and rented out. After I returned the vehicle on July 13th. It was never checked in. I had called 5 times to finally talk to someone and she was able to check it in for me. Unfortunately, she checked it in in another state. I was then charged a one way fee and additional fees. After calling a 6th time I finally had someone put a request in look into issue. So we shall see what happens.

  Customer response

  07/23/2024

  Rental Agreement #*********
  

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

  Jacksonville APO

  ************, **

  7/6/24-7/13/24

  Business response

  08/02/2024

  Budget Case: 66452440
  Budget Rental: 759763841
  
  In regards to the aforementioned BBB complaint Case ID# ********.
  
  Thank you for reaching out and sharing your concerns. We apologize for the difficulties you experienced with our Budget Jacksonville rental location. 
  
  It has come to our attention that upon your arrival at our location, you experienced was unsatisfactory regarding your rental vehicles. I can fully understand how disappointing you were to experience the issues you had outlined in your complaint, and know that personally I would be unhappy with your experience as well.
  
  We  understand the frustration and inconvenience this caused, especially after your efforts to resolve the matter through multiple times with our counter staff. . 
  
  We have acknowledge this in communication between our counter and Operations managers, which unfortunately led to your negative experience. Your feedback has been invaluable in identifying these issues, and we are actively working to prevent such occurrences in the future. 
  
  Upon review of your rental details our records revealed that on July 18, 2024  the additional charge of $258.33 has been processed to the Master card ending in 7008 that was used for the rental. 
  
  Once again, my deepest apologies for any inconvenience we have caused you.
    
  Sincerely,
  
  Customer Advocacy Response Coordinator 
  Escalation Team
  Avis Budget Group, Inc. 
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 29, 2024 I drove to the mentioned destination to pick up a truck I had reserved online on 6/15 and verified with a call to customer service on 6/24. Upon arriving at 10:50 am I was told there was no truck available. I rented a 12ft truck. The girl at counter simply said sorry there's nothing for you and walked away. I called customer service back to find out what they intended to do. After nearly 2 hrs of wait, they said they had a truck in ********** 16ft they would give me at same price of $1404.71. I drove 38 miles to ********** to get truck. This place the girl could not figure out how to process this on PC and had Mgr on phone trying to help. After well over an hour they could not get it so Mgr had to come in. She tried to charge me additional $500. I called customer service back. They tried to help Mgr resolve issue on PC but after another hour still could not meet price so I agreed on $1466 and the ***************** on customer service said when I turn ********************** in to call and they will give discount for all the trouble. I drove truck back to apt but it was hard to steer. We loaded the truck and next day I started it and the check engine, oil and battery lights stayed on. Shut it off and tried again, these lights stayed on. Plus I was concerned with steering. I called CS again. They couldn't find anyone to come look at truck and asked me to drive to **** **** to get it looked at. They confirmed power steering was out. Still no one to be found to fix it. They had me again drive truck to my sons where I had to stay again till they got a solution. I was told it would be resolved very first thing Monday. But I called at noon and they were just starting on it. I had to be in ** by 5th. Traveling with disabled 84 yr old mom. I planned my move at 11 am so I could spend day with my kids and grandkids. All these events ruined my plans and greatly inconvenienced me. In the end they tried to offer me $60. That don't even cover the difference in truck costs.

  Customer response

  07/23/2024

  Original rental was from the ************************ in ******. They had no truck so sent me to ***** and ***** *************************** Clearfield, UT 84015 

  I only have Ref# ************* on my papers. But original truck # was ****** and replacement truck was ******. Date was 6/29/2024 I was the renters, ******************* my address at time was *************************************************************************************. Phn ********** email ********************** 

  Business response

  08/02/2024

  BTR Case: 66942773
  In regards to the aforementioned BBB Case ID# ********. 
  We appreciate you reaching out to Budget in regards to your feedback that we received pertaining to your 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 ****** and Clearfield 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 our 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, in an effort to demonstrate our apologies for the inconvenience you were caused. I have processed a 25% adjustment to your rental. A credit of $366.61 will post to your **** card ending in 3467 within 5-10 business days. Budget believes this credit represents a reasonable resolution 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,
  
  Customer Advocacy Response Coordinator 
  Escalation Team 
  Avis Budget Group, Inc. 

  Customer response

  08/02/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I asked for physically damage waiver ($38.99/day x2 days) they charged me an additional unapproved $***** / day x 2 days. When I called to get this charge dropped the informed me that the 2 were a package, but I was not informed of this. Also, if it's a package why would it not be included in one price as a "package" would imply 1 price, not 2 separate charges. That's not a package that's 2 separate purchases. I want a refund of *****/ day x 2 days plus taxes and fees incurred by this charge.

  Business response

  07/31/2024

  Budget Case: 66897195
  
  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. Our records indicated that your reserved rate was honored. The added charge was for the acceptance of our Physical Damage and Roadside assistance  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 time of rental. 
  
  However, you stated that you had verbally declined the Roadside assistance coverage with our rental sales agent. Based upon the information you have provided, we have refunded the *** coverage charge billed on your rental.  The credit in the amount of $33.09 will post to the **** card on file ending 4568  within 5-7 business days. 
  
  Thank you for giving us this opportunity to be of assistance to you.
  
  Sincerely, 
  
  Customer Advocacy Response Coordinator
  Escalation Team
  Avis Budget Group, Inc. 
  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 22, I reserved a 16-foot moving truck from Budget Truck Rentals for June 26, with a quoted price of $58.59. My experience with Budget Truck Rentals was deeply unsatisfactory, involving unprofessional sales practices and additional charges not agreed upon.At the pick-up location on June 28, the representative said the 16-foot truck was unavailable and offered a 26-foot truck instead. Despite my hesitation, he insisted on providing the larger truck at the same rate. Given my commitments for the day, I reluctantly agreed. The representative then pressured me into purchasing insurance for the larger truck, emphasizing high costs of damages without it. In this exchange, I chose the basic protection package, but the representative misleadingly claimed it didnt cover overhead liability or injuries, although the paper advert suggested otherwise. Despite initially indicating that the 16-foot truck was unavailable, the representative later mentioned it was available but needed for a rental the next day, which is irrelevant as we only needed to rent the 16' truck for one day. We encountered traffic delays and decided to contact a closer Budget location, who assured us there would be no additional charge for dropping off the truck there. However, the original location representative called later, angrily demanding the trucks return and threatening additional charges.Upon receiving the final bill, we were shocked to see the total amount was $218.33, which included unauthorized charges: a $25 late fee despite returning the truck on time, and a $50 pick-up fee for an Uber ride taken by the first representative to retrieve the truck from the other location.Attempts to resolve the issue with customer service were futile. We made several calls and were repeatedly promised the receipt via email, which we didnt receive until July 3. They acknowledged discrepancies but failed to resolve them, ultimately directing us back to the unresponsive pick-up location.

  Customer response

  07/09/2024

  Name of renter: ***************
  Date of rent: 6/28/2024
  Time of rental pickup: 10:00 AM
  Rental location name: Budget Truck Of ***********
  Rental location*: ***************************************
  Reservation number: 1808251153817
  *Rental dropoff location is different than rental pickup location
  
  

  Business response

  07/10/2024

  BBB# ********

  Budget case # 66154073

  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

  07/12/2024

  I am rejecting this response because the issue has not been resolved as the company is investigating the issue and I am waiting for additional actions after the investigation is concluded in a timely manner. 

  Business response

  07/12/2024

  BTR Case: 66154073
  Reservation: 18082-5115-3817
  
  Regarding the aforementioned BBB Complaint ID: ******** thank you for allowing us to address your concerns.
  
  Budget Truck Rental values our relationship with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused. 
  
  After reviewing your complaint, we understand that you rented the truck as a local rental, meaning you were to pick it up and return to the same location. Since you returned the truck to a different location, additional costs were incurred for the dealer to retrieve the truck, ensuring it was available for the next customer. This shortage in inventory required the dealer to pick up the truck, making the charges you receive reasonable per your contract. 
  
  We're sorry to hear that you felt pressured to purchase insurance. Please note that insurance is operational, and by signing for it, you agree to its terms. Therefore, it is not refundable. 
  
  We regret that we cannot provide a more favorable response, but all the charges are valid according to your rental agreement. We apologize for any inconvenience this may have caused. 
  
  Sincerely,
  
  Response Coordinator 
  Avis Budget ****** ****

  Business response

  07/15/2024

  BTR Case: 66154073
  Reservation: 18082-5115-3817
  
  Regarding the aforementioned BBB Complaint ID: ******** thank you, once again for allowing us to address your concerns.
  
  After reviewing your complaint, we understand that you rented the truck as a local rental, meaning you were to pick it up and return to the same location. Since you returned the truck to a different location, additional costs were incurred for the dealer to retrieve the truck, ensuring it was available for the next customer. This shortage in inventory required the dealer to pick up the truck, making the charges you receive reasonable per your contract. 
  
  We're sorry to hear that you felt pressured to purchase insurance. Please note that insurance is operational, and by signing for it, you agree to its terms. Therefore, it is not refundable. 
  
  We regret that we cannot provide a more favorable response, but all the charges are valid according to your rental agreement. We apologize for any inconvenience this may have caused. 
  
  Sincerely,
  
  Response Coordinator 
  Avis Budget ****** ****

  Customer response

  07/22/2024

  Thank you for your response regarding my complaint. However, I would like to address several points that were overlooked and provide further clarification on the issues faced during my rental experience.
  
  Firstly, the representative at the pick-up location engaged in what I consider predatory sales practices by pushing the 26-foot truck when the 16-foot truck, which I had reserved, was supposedly unavailable. This misinformation led to distress and pressure to accept a larger vehicle than we were comfortable driving. The insistence on purchasing insurance for the 26-foot truck compounded this issue. The representative emphasized the high costs of potential damages, making us feel compelled to agree to the insurance under intimidation. When we were about to cancel the transaction, the representative suddenly mentioned that the 16-foot truck was available, but by then, we were unable to reverse the insurance purchase, which we would not have needed for the smaller truck.
  
  Secondly, regarding the change in drop-off location, we contacted the Miramar Budget location, also in *********, and received explicit confirmation that it was acceptable to drop off the truck there without incurring additional fees. This assurance directly contradicts the subsequent charges for relocating the truck. The representative at the ******* location assured us that the system was interconnected, and as long as the truck was returned before their closing time, no extra fees would apply.
  
  Furthermore, there should not have been any late fees, as we returned the truck on time to the Miramar Budget location, as confirmed by the representative there. The additional $25 late fee is therefore unwarranted and unjustified.
  
  In conclusion, the predatory sales tactics, misleading information about truck availability, and contradictory statements regarding the drop-off location and associated fees have resulted in an unfair and very poor-quality experience. I respectfully request another review of these charges to reconsider the validity of them, as they stem from misinformation and high-pressure sales practices along with a refund for the unauthorized fees.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ***************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 18, 2024, we submitted a request for a truck rental from the closest Budget location with availability, which was approximately 30 miles from our residence. We later determined, due to time constraints, that we would be unable to travel to the location due to distance and canceled less than 24 hours later. Budget later charged us for a no show although we entered a cancellation. Their policy does not make concessions for cancellations made in less than 24 hours. Upon an attempt to resolve the issue, we were only refunded half of the $150 no show fee which is unacceptable.

  Business response

  07/02/2024

  BBB #: ********
  Case: 66117558
  
  Dear Mr./**************, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Budget Truck values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Our records show that your reservation was booked online, part of the information provided at the time of booking did advise that if you cancel without a 24 hour advance notice you would be charged a no show fee. Our **************** Team did split the fee with you as a gesture of ****************. As you booked online we do find the now show fee to be valid and no additional adjustment warranted. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation for Budget Rental Truck to be rented on 06/03/04- to return it on 06/04/24. Prior to arriving at the location, I called the location and did not receive an answer at the location. I was able to reach the ***** number and was assured that I would be able to rent a truck. Moving forward, I arrived at the location to be told that there was no trucks available. I called the 800# back again and was told that the transportation manager would reach back out to me. When the transportation Manager reached out to me, he told me that he was willing to rent the truck to me at a different location for unlimited miles, at a cheaper rate but it was a smaller truck. On the original reservation, it stated that the deposit would be $50.00. However, it was only after my card was taken and swiped that I was informed that the deposit would be $150.00 for the deposit. The store staff was rude and basically wasted my whole day. I tried to speak with someone again from their customer service and they told me that there was nothing that could be done with the deposit at this point; however, they would have the transportation manager reach out to me. One person did reach out to me the following day to explain to me that the person who is supposed to deal with my account was out of the office but would call me the following day. After I returned the truck, I have not seen a receipt, nor has anyone contacted me after I contacted the company on several occasions. Instead, they have billed me to the tune of $175.57. I was offered a $50 discount, which I declined because I have never seen the total bill. Althought, I have asked for it several times.

  Customer response

  07/04/2024

  Customer # *************

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

  Catonsville, MD

  Customer response

  07/04/2024

  06/03/24 date of rental

  Customer response

  07/08/2024

  Customer # *************
  
  ***********************
  
  ***********, **
  
  06/03/24 date of rental

  Business response

  07/08/2024

  BBB #: ********
  Case: 66262986
  
  Dear Mr./**************, 
  
  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 enclosed a copy of your receipt per your request. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  07/08/2024

  I am rejecting this response because:   
  

  the business didnt address the complaint nor did they offer anything.  They charged me for (5) days, I only had it for (4).  They didnt even address the fact that I was told unlimited miles but was charged $90 for mileage.  I was promised over (3) call back and never received a call.

  Business response

  07/08/2024

  BBB #: 21907695
  Case: 66262986
  
  Dear Mr./**************, 
  
  Thank you for your reply, and we do apologize for any frustration that this has caused you. We have reviewed our records additionally and show that your rental was to be returned back on June 7th, 2024, at 2:40 PM. However, it was not returned until 4:30 PM, as we bill in 24 hour periods this caused you to enter a new day on your rental which resulted in the additional day charge. Additionally, we were not able to locate anything to support you were suppose to have unlimited mileage. Despite this as a gesture of **************** we have removed the mileage charge from your rental, this is a refund of $90.09. Please allow up to 10 business days for this refund to process.  
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

*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. ↩