ComplaintsforBudget Truck Rental

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 8, 2022, we rented a truck to move from *******, ** to *******, **. There are two rental agreements but only one truck involved --the agreement given to us at pickup (*************) and the one it was changed to mid trip (by customer ********************. Having rented from Budget Truck before, I was confident it would be a nice, well maintained truck. However, when my husband returned home with the truck, I was shocked at how old and dilapidated the truck was...but, they advertised a quiet cab ride and I was, once again, confident that Budget was a reputable business. Just to be sure, we purchased the insurance for roadside assistance. We left *******, ** on Friday, December 9th. Five hours into the drive we made our second gas stop at ************************************. That's when the Check Engine light came on. We called customer service immediately -- and got disconnected several times. (Service #*******) On one of our multiple calls to customer service we were told that the rental agreement we had wasn't for the truck we were driving--so mid trip the rental agreement was changed. Finally, after a two and 1/2 hours delay in our trip we were told that the catalytic converter would cause the Check Engine light to come on and we were cleared to continue on. Once we got close to ****** ** I noticed that my husband's shoulder was wet. The cab was dripping water!!!! It was cold outside and he was wet! Further, there were gaps where you could see the outside--which finally explained why it wasn't a quiet cab ride as they advertised. We had to yell to each other to be heard. With insurance and tax, the truck cost $1139.36. I'd like 50% refund. The rental agreement we had was for a truck that had ****** miles on it. The truck we received had almost ******* miles on it. I purchased the insurance because he truck looked so bad. I didn't try to exchange the truck because we would be charged for the movers--it was too late to cancel

  Business response

  01/23/2023

  Thank you for contacting our Budget **************** through your local Better Business Bureau. We take our customers' problems seriously and appreciate the opportunity to address your concerns. 

   

   We take great pride in supplying our customers with mechanically sound and well-maintained trucks and towing equipment. When our dealer's representatives at our locations do not maintain the trucks or the towing equipment, we then forward our customer's comments directly to the District Manager responsible for the area, and appropriate actions will be taken.

   

   In reviewing your complaint, we understand that you feel that you are entitled to a 50% discount due to your rental needing to be more satisfactory. I regret to inform you that we cannot honor your request. The truck was valuable to you, as it was driven 638 miles, and the move was completed. Therefore, a 50% discount is not warranted. However, I would happily compromise with a refund of 30% of the total charges. A credit of $341.80 has been issued to your **** on file. BTR believes this credit represents a reasonable resolution to this matter. Please allow 5-7 business days for processing to the account.

   

   Again, thank you for allowing us to be of assistance to you. Accordingly, we are closing the case file. 

   

   Sincerely, 

   

   Response Coordinator

   Avis Budget Group

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