ComplaintsforBudget Truck Rental

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Truck rental reservation number ************* Picked up on 6/8/24 in ******,Tx Dropped off on 6/19/24 in *********, WV No ** Before reaching ******, Tx the ** went outcalled roadside assistance and they finally contacted me and stated truck will need to be driven to a shop in the morning and I would need to call back in the morning to schedule wherever I was located in the morning. Called in the morning back to roadside assistance and had to wait for a return call back from fleet service. At this point, I am outside of ***********, ARno shops available off highwaywill wait until reaching ******* for a shop vender to look at truck. ************* emailed a shop address for ******* to take truck. Reached said shop, who were very nice and tried to put me ahead of everyone else since I was driving across country and in severe heat. I was there from 12:45 to 6:00 pmafter a few attempts to fix the **,,thought it was working until I was close to *********, ** it went out again. The mechanic also stated the steering wheel issue and gear slippage but was concerned about ** since that was the important issue and to get me back on road. This truck should have never been rented out especially for long distance driving. I called back to roadside assistance to advise it was not working again, the representative made a notation of this because I could not stop anymore. The prescription medicine was ruined due to the heat in the truck that will have to be replaced. I was in contact with the office in ** to let them know what was going on. I also called Budget reservations to let them know also but was told nothing they can do until reservation is closed. Today spoke with a Blanka at ************ who stated could only offer me $135 credit. I advised her that not only was the truck not safe but unhealthy. She stated all she could offer, requested a supervisor and she said they dont have any but would try to have someone call me back, whatever that meant!

  Business response

  06/26/2024

  BBB# ********

  Budget case # 65952580

  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 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 

  Customer response

  06/26/2024

  The response from Budget is still pending review on their end.. I want this case to remain open until they respond with information on my complaint 

  Customer response

  06/26/2024

  The response from Budget is still pending review on their end.. I want this case to remain open until they respond with information on my complaint 

  Customer response

  06/26/2024

  This case is still pending review from Budget.  Please respond when they have an answer! Case is still open and ongoing!

  Business response

  06/26/2024

  BTR Case: 65952580
  Reservation: 18082-5060-0092
  
  Dear *****************************, 
  
  Thank you for contacting our Budget Truck **************** through your local Better Business Bureau. We take our customer's problems seriously and appreciate the opportunity to take care of your worries. 
  
  Please accept our sincere apologies for your overall experience with Budget Truck Rental. We understand that you encountered significant issues during your move, starting with the air conditioning (**) going out, which led to a breakdown. 
  
  We acknowledge that after contacting our roadside assistance, you had to wait for hours on the highway in the heat, only to be directed to a facility where the ** repair attempt was unsuccessful. Additionally, you experienced mechanical issues with the steering wheel and the gear slipping. 
  
  Despite these challenges, you managed to complete your move over 900 miles, transporting your items from point A to point B. While we recognize that not having ** in the middle of the heat is highly frustrating, a full refund is not warranted as you were able to finish your move. Typically, a full refund is granted only if the move cannot be completed.
  
  However, considering the significant inconvenience you faced, and the loss of your medication, we believe you are certainly warranted compensation. A 35% discount has been adjusted from the total rental charges of $524.40. We believe this to be fair and reasonable, therefore allow the credit to post to the method of payment on file within 5-7 business days. 
  
  We apologize again for the inconvenience this matter has caused you. 
  
  Sincerely,
  
  Avis Budget Group
  Response Coordinator

  Customer response

  06/29/2024

  I have reviewed the business response and accept this resolution. However I will never use Budget again!  How can you be ok with someone traveling without air in the summer!  I had to continue the move because you held me up an entire day and still not fixed so the move had to continue!  I will make this a publicly known how you treat your customers!  Not to mention check engine light on and unsafe!  Full refund or even half was warranted in this case!

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/25/24 I was supposed to pick up a truck for moving from BUDGET TRUCK OF SPRING ********************************************************************** ************** @ 10:30 am. We arrived only to be told there was no truck available. I asked when were they going to notify me, and why wasnt I notified as I live in ****** ***** (200 miles away) and could have picked up a truck from there or somewhere in between. She makes a few phone calls and tells me they found a truck less then 5 minutes away and 2 exits up the highway going back towards *******. So, we complete the paperwork there and supposed to just go pick up. However, it took us 30 minutes to get to the other location, and once we get there- he has me fill out additional paperwork, call my insurance company and verify my card etc!! By the time I finish that, its 11:25. I ask of that would be an issue as my documents say 10:30. I was advised and reassured by Spring and ******* that it wouldnt be a problem at drop off! This is very rude and unprofessional of the Spring location NOT, to alert me of them not having a truck. Secondly, sending 30 minutes back the direction I had just come from as I had 2 vehicles in tow and thats alot of gas and time wasted. Budget didnt value my time nor money! The lady at Spring was on her cell phone the whole time with earbuds in! Thats also unprofessional. Lastly, I just looked at my credit card statement and I was charged an additional $53.51 without my authorization! Im am highly upset, frustrated and angry that I would get charged additional money and never get a receipt and or even discount for the mishap! I will NEVER, rent anything from Budget/Avis as this is the second time in 2 years encountering horrible customer service.Lastly, they hugely impacted me and I had to pay extra for the helper I had as well as additional mileage for being behind an hour and for driving around ******* and outskirts . When that could have been avoided!

  Business response

  06/20/2024

  BBB# ********

  Budget case #  65797556

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

  We  have reviewed your e-mail 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

  06/25/2024

  BTR Case# *********
  
  In regards to the aforementioned BBB complaint Case ID# ********. 
  
  It has come to our attention that upon your arrival at our Budget truck rental location in ******, **, your truck reserved was unavailable. We understand the frustration and inconvenience this matter had caused. 
  
  We have acknowledge the breakdown in communication between our dealers and inventory 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. 
  
  Therefore to demonstrate our apologies for your inconvenience, we have processed an 35% adjustment to your rental and refund the additional charge of $53.51. A credit of $104.81 will post to the Master card ending in 6766 within 5-7 business days.   
  
  We hope this can serve as a token of our commitment to better service and as an apology for not meeting your expectations this time. 
    
  Once again, my deepest apologies for my over sight and any inconvenience this matter have caused you. 
    
  Sincerely,
  
  Customer Advocacy Response Coordinator 
  Escalation Team
  Avis Budget Group, Inc. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Confirmation Number: ************* Pick Up: 09:00 AM, MONDAY 10/09/2023 Drop Off: 09:00 AM, WEDNESDAY 10/18/2023 Sedgwick Claim Number: ********* On October 9th, I rented a truck from Budget Truck in *******, ****************, to move to ********. On the way, we got locked out of the truck in *********. I called Budget Truck support and they said that our roadside assistance covered lockouts and they could have someone out there soon free of charge. Then, when the person came to help, he also assured us it would be covered by Budget. I returned the truck after arriving in ******** and was told there are no further charges.9 months later, I have received an email from Sedgwick. They informed me that ******** provides claims administration services for Budget Truck Rental. They are saying that I owe $200 dollars for this service 9 months ago out of nowhere. I have tried resolving this with Budget Truck Support for many hours, and aside from transferring me back and forth, they dont have anything to say, they dont seem to know anything.I would like for this charge and claim with ******** to be dropped on account of the three previously mentioned assurances, two directly from Budget, saying that I wouldn't owe anything.

  Business response

  06/20/2024

  BBB# ********

  Budget case # 65650719

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

  We have received a response from our Claims Manager.  They have advised us that the fee in question would be a legitimate charge.  Budget Truck offers **************** to all renters.  With Budgets **************** the renter does not pay out of pocket for any requested service, at the time of service.  The responding vendor, bills Budget for the service, and Budget forwards all service calls to Sedgwick for review.  If the service call is deemed the responsibility of the renter, they would be held liable.  If the cause is mechanical, or not the fault of the renter, the incident is closed.  
  
  The renter purchased Budgets Limited Damage Waiver (LDW).  This coverage has a $500.00 Responsibility.  LDW is similar to an insurance deductible.  Had the renter selected Roadside Safety Net (RSN), they would not have been billed for this lockout call.  Many renters confuse the service call with RSN. Budgets vendor would not know, if a renter will be charged for any services.  The vendor would not / should not charge the renter during the time of service.   The destination Dealer in ********, would not have any knowledge of the renters service call at the time of closing out the rental. We regret that we were not privy to the conversation our client had with our agent.  As the conversation can lead to misunderstanding or misinterpretation, we must rely on the signed contract. 

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

  Sincerely,

  Budget Response Coordinator 

  Customer response

  06/20/2024

  I am rejecting this response because:   The fact that Budget is basically saying that they can say anything to customers on the phone and it doesnt matter, and they wont even review it, is extremely telling.
  
  There is a key phrase in Budgets response which clearly indicates a systemic, deceptive issue on their end, which would in turn solidify the call for a resolution against their favor. The key phrase here is many renters confuse Why are you not changing something that is systemically causing many renters to be charged things that they dont understand? Further, why is a lockout service being labelled as a damage claim? Does that sound like a reasonable description of the issue to you? This is clearly is obtuse and misleading in order to create confusion and fleece customers.
  
  Also, to reiterate, this took *nine months* to bill me. Any reasonable business would not be billing a clear-cut service (*not* a damage claim, despite what they misleadingly label it) *nine months* later.
  
  At the very least, Budget should be reviewing phone records with disputes like these, and if an agent tells a direct lie about what will be charged, then Budget should evaluate whether they should let the claim go based on this. This would be the ethical business practice. The fact that they have not even bothered to look into the records and hand-waive it away, especially when this is a very minimal fee when compared to *actual* damage claims involving actual damage is troublesome, but whats worse is that I contacted support, and they said they only keep records for 6 months. Convenient how this then happens 9 months later.
  
  Lastly, according to Budget, this is not a complicated determination. The process supposedly goes like this: Does the renter who got locked out have SafetyNet? If yes, they dont owe. If not, they owe. This requires a damage claim and 9 months to figure out? Get real.
  
  This charge needs to be reversed. I am going to take every action I can to fight this, on every corner of the internet, with every institution possible, including any relevant news outlets. I will be actively pushing people away from Budgets services simply by telling the truth about how they conduct business. And if it really comes to it and Budget is going to spend all this time and resources to pursue a fleeced, massive.. $200, I will happily look into VII. Unfair, Deceptive, and Abusive Practices - ************************ Act/******************* Act with my lawyer further.
  
  Be a Better business, not a Business that skirts the edge of arguable legality and lacks ethical principles.
  

  Business response

  06/24/2024

  BBB# ********
  Budget case # ********
  
  Thank you for your reply, and we do apologize for any frustration that this has caused you. While we understand you do not agree with our findings we do find the Roadside charge to be valid. We have enclosed a copy of your signed agreement and highlighted the section that states you declined Roadside and maybe be billed if used. 
  
  Thank you for giving us the opportunity to address the concern, we have closed your case. 
  
  Sincerely,
  Budget Response Coordinator

  Customer response

  06/24/2024

  I am rejecting this response because: Company ignored relevant details of complaint and provided a canned, irrelevant response.
  
  Key points, to reiterated

  - A service is incorrectly labeled as a Damage Claim: No reasonable response.

  - Claim process is supposedly very straightforward - did you buy SafetyNet? If so, you will not owe for Lockout. If so, you will. If it's so straightforwards, this is incoherent when combined with the fact that it took 9 months to bill, and is unreasonable That, combined with how common this is, can constitute as a deceptive business practice, and can lead to a Class Action Lawsuit: No reasonable response

  - Most importantly, I was assured several times that I would not be charged for the service.

  Re-open the case and escalate this.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a truck for 24 hours to transport some decor elements to a charity fundraiser at a local country club. The truck I rented was in poor mechanical and aesthetic condition. One entire side of the truck was covered in grafitti. The truck had a badly misaligned front-end that vibrated at speeds above 25mph and shuddered when braking. It also had damage to the cab body just in front of the passenger door. That damage made it impossible to open the door more than 12". The truck also had a tire pressure warning light that never stopped flashing. The tires, however, were properly inflated. Lastly, the console had a malfunctioning AC fan control that meant that only 2 setting were available for the air conditioning: OFF or full-blast. Budget's truck rental rates are competitive but they absolutely need to be upfront with customers that the *********************** they are renting are poorly maintained, uncomfortable, and potentially dangerous.

  Customer response

  06/13/2024

  Reservation Number (Cust. Ref #): ************* 
  ******'s Name: *************************
  Rental Location: Budget of ***************************************************************************************************************
  Exact Date/Year of Rental: June 9th, 2024

  Business response

  06/14/2024

  Budget Case# *********
  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 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 *********** 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 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.
  
  Therefore, in an effort to demonstrate our apologies for the inconvenience you were caused. I have processed an additional adjustment to your rental. A credit of $40.00  will post to your **************** card ending in 2006 within 3-5 business days.  As you had use of the rental vehicle to complete your trip for 49 miles, Budget believes this credit represents a reasonable resolution to this matter. We thank you again for your comments, and we sincerely hope to see you at a Budget counter in the near future.
  
  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

  06/14/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a reservation for a 16 ft moving truck to move from ******** to **** on April 24th from the **************** location for 5/26/2024 at 12:00. I made a second reservation for a second truck on 5/8/2024 from the ****** location on 5/28/2024. On 5/23/2024 I received a confirmation email for my reservation to pick up the first truck at a different location in ************ off *********. We drove an hour and a half, 57 miles, and arrived at 12:10 to be told they were closed and wouldn't help us. They gave me an 800 number and shoved us out the door. The man then asked what we were there for I said a 16 ft moving truck he said I don't even have any. Once i got on the phone I found out not only was no equipment available but none of the locations were open that day or the next. I would have to wait until 5/28 to maybe get something. The morning of the 28th I received a call that said no trucks were available but they would try to find something later in the day. About 2 hours later I received an email canceling the entire reservation. I called the 800 number again and was told the soonest I could get something was June 22nd, almost a month later! I had people fly in to ******** to help me move, I had 3 days to be out of the house in ********, people had flights to catch from **** we didn't have a month to wait. They left me with no time to make other arrangements. I had to put half of my stuff in storage and take what we could at the time in the 2nd truck. I know have to go back to ******** and hire a moving company to bring the rest of my things. I have incurred hundreds of dollars in extra expenses because of their poor logistics practices plus the cost of movers later will be THOUSANDS more than it would have been if I had received the equipment I had reserved and planned for. I was told the reservation only holds the price not the equipment. What's the point of a reservation if there is no equipment.

  Customer response

  06/14/2024

  Reservation Number: 1808250156145

  Renters Name: *************************

  Rental Location: ***************************************************************************************************************************************************************;

  Exact Date/year of rental: I made the original reservation on 4/24/24 for 5/26/24. Email attached

  Budget changed the location from ****** to ********* on 5/23/24 for pick up on 5/26/24 (to a time the location wasn't open) (email attached). No truck available when we arrived on 5/26/24.

  Budget customer service 1800 number changed the reservation to 5/28/24 because no locations were open on 5/26 or 5/27. email attached

  On 5/28 they canceled the reservation via email with no equipment or other options. email attached

  Customer response

  06/14/2024

  Consumer

  Most Recent Message

  Date Sent: 6/14/2024 8:34:52 AM
  

  Reservation Number: 1808250156145

  Renters Name: *************************

  Rental Location: ****************************** and ***********************************************************************************;

  Exact Date/year of rental: I made the original reservation on 4/24/24 for 5/26/24. Email attached

  Budget changed the location from ****** to ********* on 5/23/24 for pick up on 5/26/24 (to a time the location wasn't open) (email attached). No truck available when we arrived on 5/26/24.

  Budget customer service 1800 number changed the reservation to 5/28/24 because no locations were open on 5/26 or 5/27. email attached

  On 5/28 they canceled the reservation via email with no equipment or other options. email attached

  Business response

  06/17/2024

  BBB# ********

  Budget case #  65711900

  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

  06/18/2024

  Budget Case: 65711900
  
  In regards to the aforementioned BBB complaint Case ID# ********
  
  We appreciate you reaching out to Budget in regards to your feedback that we received pertaining to your rental. You can be assured that the experience you described is certainly not typical of Budget. Please accept our sincere apologies for any inconvenience you may have been caused. 
  
  Budget takes seriously its commitment to have the vehicle that is reserved available when and where you have reserved it and our teams do their best to match your needs and accommodate your specific request. 
  
  While Budget strive to give you the best service possible, it appears it was not evident in the handling of your car rental needs. We appreciate your bringing this matter to our attention, and assure you that the responsible manager will be made aware of this unfortunate incident, in order for corrective measures to be taken to prevent any recurrence. Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your making this report to us.
  
  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

  06/21/2024

  I am rejecting this response because:   As much as I appreciate the apology I don't think you are understanding the true weight of this "inconvenience" and how much this has cost me financially. 

  I wasn't moving just down the street where I could make multiple trips or extend my lease and pick things up later. I was moving 1400 miles away. A 17 hour trip. I had to procure a storage unit. I have to make a complete 2nd trip to ******** to get our stuff. I had to hire additional movers and I had to get rid of things I needed and wanted. Not to mention the inconvenience and stress of living without things you need every day for almost a month now. 

  I am a single mom with 2 children, one is in the U.S. Army stationed at **. ******* in *****. He flew home for 3 days to help me on May 24th, and we were left with no truck to load. Now he has to fly back to ******** again to help me get the rest of our stuff.

  This is what this "inconvenience" has now cost me

  Flight from ***** 5/24-5/27 $280

  new moving truck with Uhaul an additional $745

  car rental to return to ******** $555

  Gas to drive to and from ******** a second time $400

  Hotels to return to ******** $790

  Second flight to and from ***** $350

  Storage costs for 2 months $ 382

  Movers in ******** on May 28 $220

  Total not including my time or things I've had to replace because I need them and they are 1400 miles away!!!!!! $3,721

  I expect some compensation for what this "inconvenience" has caused. 

  I could have hired a full service moving company the first time and it would have cost less than this "inconvenience." But because Budget left this until the day I was to pick up a truck I HAD NO OTHER OPTIONS! I couldn't hire a moving company, I couldn't use pods, or U-Pack, or even get a truck from another company. I did my due diligence as a customer. I researched moving companies and the best way to do a cross country move weeks in advance. I did what any sane person would do I made a reservation so when the time came all I had to do was pick up a truck and load it. 

   

  Business response

  06/26/2024

  BBB# ********
  
  Budget case #  65711900
  
  Thank you for your reply. 
  
  We apologize that you disagree with our previous response regarding this matter. Upon further review, our records show that on May 28, your reservation was canceled by our Inventory Operational Manager. You were emailed and informed that, due to a fleet shortage in the Colorado market, we could not fulfill your reservation for pick-up on Tuesday, May 28. 
  
  We apologize that you were not given sufficient time to locate another truck from a competitor. Please understand that our trucks are not guaranteed and are based on availability. Unfortunately, there are times when we cannot honor a reservation due to circumstances beyond our control that can affect our ability to accommodate a reservation. 
  
  In addition to our regret, we were unable to honor your request for reimbursement of additional expenses. However, we understand you were inconvenienced and would like to offer you a $100 goodwill gesture. We feel that this offer is fair and reasonable. Please kindly let us know if you would like to accept. 
  
  Thank you for allowing us to be of assistance to you.
  
  Budget Response Coordinator

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I picked up a 16' box truck rental on 5/4/24 from Chantilly Truck Rentals at ************************************, **. Customer Ref # *************. The cab was filthy and the box was unswept. It looked like it hadn't been cleaned in months, if not years (later on it took two hours to clean it at home, so it was drivable). Before leaving the rental facility I asked if the truck had been maintained and they said yes. Within 15 minutes of driving it, I found the radio did not work and the console between the driver's seat and passenger seat, that had been previously broken and temporarily fixed with putty, collapsed when I tried to put a drink in the drink holder. Both were unusable the entire trip from ******** to ********. When I called customer service at ************ about the issues, they said to call back after the truck was returned. I returned the truck prior to the rental period ending on 5/11/24, but the site was primarily a gas station and only a drop off point for Budget. Because there was only a cashier working, he checked us in, but it took too long since he had to deal with regular convenience store purchases and subsequently it was reported as a late drop-off. Within minutes of dropping off the truck, we were notified by our bank's debit notification service of a late fee of $154.71. We called Budget Rental Truck Rental **************** immediately about the late charge and complained about the condition of the truck and the broken equipment. We were offered a partial refund of both the late fee and $183.44 (10% of the base rental) for a total of $338.15 Credit Authorization #******-153150 and we accepted. They said we should see the credit back to our Mastercard within 7-10 days. On 5/30/24 we talked to ******* who said it would be another 3-5 days. On 6/5/24 we talked to ****** #***** who said it would be another 7-10 days. I attempted to call their HQ today, ************, to no avail. Because of the run around, we decided to contact the BBB.

  Business response

  06/11/2024

  BBB #: ********
  Case: 65551977
  
  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 are incredibly sorry for the experience you had and the stated condition of the vehicle that you received. We have checked our records and show that a refund of $338.15 was issued the MasterCard ending in 6707 was issued on June 6th, 2024. Please allow up to 10 business days from this date for the refund to process. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  06/11/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did rent a truck at the ********* location through the online platform with the condormation number *************, from May 09th, 2024 till May 13th, 2024 dropping off at *** Motorsport location at **************. So I suppose to pay $849.64 as per the pre-sale online, however I ended paying $1167.94, so the agent at the counter told me that the difference for the amount was due to an insurance that I needed to pay only then I would be able to have the truck, so I explained him that my insurance covers truck and car rentals but he said that doesn't matter that the amount for the insurance supposedly be refunded to my account after dropping off. However that never happened. I kindly request BBB intervention to reach out to Budget and request the difference amount refund. $318.30 dollars.

  Business response

  06/04/2024

  Budget Case: 65376442
  
  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 our records indicated that your reserved rate was honored. The added charge was for the acceptance of our LDW, SLT, PAC, RSN 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. 
  
  Based upon this information no refund is in order in this instance. 
  
  Thank you for giving us this opportunity to be of assistance to you.
  
  Sincerely, 
  
  Customer Advocacy Response Coordinator
  Escalation Team
  Avis Budget Group, Inc. 

  Customer response

  06/04/2024

  I am rejecting this response because:  As a customers we don't have any evidence when interacting with counter clerks, obviously the big companies always cover their backs with "paperwork" just for selling purposes even though that impacts the customer relationships. First and last time renting with such a tricky company. Really bad experience, even the trucks are really dirty, smelly and old. BBB you should keep an eye on them for further complaints. 

  Business response

  06/07/2024

  BBB# ********

  Budget case #  65376442

  Thank you for your reply. 

  We regret that we were not privy to the conversation you had with our rental sales agent.  As these conversations may lead to misunderstanding or misinterpretation we must rely on the signed contract.  According to the signed contract the coverage was accepted.  As ABG would have been held responsible for any potential claim, we are unable to refund the charge.  We regret the inconvenience this decision may cause. 
  
  Thank you for giving us the opportunity to address your billing concern.

  Sincerely,

  Budget Response Coordinator 

   

  Customer response

  06/07/2024

  I am rejecting this response because:  not worked for me. 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Budget box truck had the following issues.. the truck smelled like marijuana, check engine light was on and flashing, ac worked intermittently , ac fan only had one speed ( high) , during rain it leaked on the drivers side door and the back of the truck getting items wet, shuttered when accelerating between 50 and 60, shifter was loose and hard to get into reverse, and the steering had play in it..

  Customer response

  05/30/2024

  Renter *******************

  Reservation 0202300035062

  Location pickup ********** general repair ******************* Macon Ga. 31210

  date pickup 5/23/2024

  Customer response

  05/30/2024

  Consumer

  Most Recent Message

  Date Sent: 5/30/2024 8:22:47 PM
  

  Renter *******************

  Reservation 0202300035062

  Location pickup ********** general repair ******************* Macon Ga. 31210

  date pickup 5/23/2024

  Business response

  06/02/2024

  BBB #: ********
  Case: 65320967
  
  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

  06/03/2024

  More Reservation Number;0202300035063
  Renter's Name; ********************;
  Rental Location; Macon Ga  *********************. 31210
  Exact Date/Year of Rental;...5/23/24

  submitting for second time 

  Customer response

  06/13/2024

  I was checking the status of this filing.. I have submitted the information 2 times  and have not received a follow up

  Thank you

  *****
  

  Business response

  06/17/2024

  BBB# ********

  Budget case #  65320967

  Thank you for your reply. .
  

  We apologize that the issue you raised has not yet been resolved.  We have reached out to our Operations Manager for an update.  When we have received a response from their office we will advise you accordingly.  We appreciate your continued patience during this process.
  

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

  Sincerely,

  Budget Response Coordinator 

  Business response

  06/17/2024

  Budget Case ID# ********
  

  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 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 Macon 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, in an effort to demonstrate our apologies for the inconvenience you were caused. I have processed a 50% adjustment of the truck rate to your rental, minus the coverage charges. A credit of $127.92 will post to your **** card ending in 2856 within 5-7 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. We thank you again for your comments, and we sincerely hope to see you at a Budget counter in the near future.
  
  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

  06/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 16Mar2024 I rented a truck from budget for $2800, to drive from ********** to *******. On 17May2024 I began my journey. The truck got a flat 80 miles into the journey. I called budgets roadside service they sent out a tire company to change the tire, only to find out that the tire had low tread (5/30), additionally the lugs broke off during the tire change. This was due to the truck not being serviced in a while. I also had to wait in 93-degree weather while this issue was being resolved, which forced me to get a hotel because a mechanic had to come out to repair the lugs the entire repair took about 10 hours (12n is when I called roadside service, and the truck was repaired by 9:45p). I made it to **************; however, I noticed the truck was wobbly while driving it, I called roadside service again and they came out on 20May2024 to again service the same tire which now had an additional lug placed on by the mechanic who came out the first time to repair the truck. I called roadside assistance at least 10 times on 17May 2024 to speak with a manager whose name I was given as "***" who to this day has not returned my call. I contacted customer service, which is what I was told to do to obtain compensation for placing me in an unmaintained and unsafe vehicle. On ********************** I contacted budget customer service spoke with a representative named "***" who literally hung up on me, didn't call back if for some reason the call dropped, after I was not willing to accept his inappropriate compensation. I have tried to contact budgets corporate office, but all calls are directed to the customer service number who are not helpful. I am willing to accept half of the total cost of the truck rental as compensation to resolve this matter. If they are not willing to compensate accordingly, I would like a copy of the service maintenance records of that vehicle.

  Customer response

  06/03/2024

  Hi *****

  Name of renter: *********************

  Date of rental: 16May2024

  Picked up in: ******* ********** 16May2024

  Dropped of in: ********************** 25May2024

  Contract number:1808250383767

  Business response

  06/04/2024

  BBB# ********

  Budget case #  65374968

  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

  06/07/2024

  Complaint ID: ********
  ********************** Case: 65374968
  Reservation: 18082-5038-3767
  
  Dear *********************, 
  
  Thank you for contacting our Budget **************** by way of your local Better Business Bureau. We do appreciate the time you have taken to bring your recent rental experience to our attention. Please accept our sincere apologies for the inconvenience we have caused you.
  
  Budget Truck Rental ("BTR") values its customers and recognizes that moving can sometimes result in some frustrating experiences. We are committed to providing our customers with the most satisfactory service possible; BTR tries to minimize these problems by supplying its customers with mechanically sound and well-maintained trucks to make the customer ********************** process trouble-free. When our agents at our BTR locations do not keep the trucks maintained, we forward a copy of your report, along with our comments, directly to the District Manager responsible for the area so that corrective actions may be taken to prevent any recurrence.
  
  We reviewed your complaint carefully and concluded that in light of the difficulties you experienced while renting, your request for a 50% discount on the total rental charge was not acceptable. Although you encountered difficulties during the move, the truck was repaired two times and the move was completed. As a result of these problems, we believe 25% of the rental charges will be appropriate along with $503 for your hotel expenses, making a total reimbursement of $1,200. A credit has been issued to the **** card on file and should be credited to the account within 5-7 business days.
  
  Once again, we apologize for all the inconvenience you experienced, and accordingly, we are closing the case file.
  
  Sincerely
  
  Avis Budget Group
  Response Coordinator

  Customer response

  06/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Do not trust this business they will lie to you repeatedly. On 4/22/24 my husband reserved a truck. I worked the night before and dropped him off to pick up said truck. My credit card did not have enough to add the 300 dollar deposit abd they would not accept my debit card, the only other credit cards my husband had did not have his name on them. By the time my husband calls me I'm in rush hour traffic and it shows me an hour to get back. The man at the desk told my husband to have me call my credit card company and make a payment. I called but could not make a payments as the transaction was still pending. So i call my husband back to let him know I'm coming back and will show my id but he said don't worry about it the lady said they usually don't give refunds but since we were unable to pick the truck up they have refunded the full amount. I called my credit card company and informed them of what we were told. I called budget myself on 4/25/24 at first i was told there was no transaction then he said yes my card would be fully refunded within 3 to 5 business days. Well here it is a month later and they still have not done what they said they would do. This is ridiculous. I got no service at all but am being billed over 400 dollars. I'm a travel nurse *** it is my mission to let every person I meet. , do not trust this company. I usually take care of the booking, my husband was trying to help me out, had Budget not been lying theives it would have helped me. So unless you want to just give your money away steer clear of Budget car rental *** Nashville Tn. I have rented monthly from Sixt without issue if i needed to change dates upgrade whatever it was not a problem. I never expected such sorry business ethics from a company as large as Budget. Word of mouth is better than any advertizement ever will be and i plan to do my part in making it known this company will rob you while lying to you the entire time.

  Customer response

  05/25/2024

  Rental name:*********************

  Date of rental 4/22/24

  reservation number:

  Anoint payed 420.33

  Reservation number 00932159us4

  Business response

  05/29/2024

  BBB #: ********
  Case: 65217418
  
  Dear Mr./************, 
  
  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.
  
  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

*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. ↩