Complaints

This profile includes complaints for Budget Car and Truck Rental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Budget Car and Truck Rental

  3974 W 500 N Salt Lake City, UT 84116-2946

• 

  Budget Car and Truck Rental

  4310 W 3500 S Salt Lake City, UT 84120-3106

• 

  Budget Car and Truck Rental

  632 W Main St Ste 100 American Fork, UT 84003-9716

• 

  Budget Car and Truck Rental

  3421 Mike Jense Pkwy Provo, UT 84601-8206

• 

  Budget Car and Truck Rental

  3664 Riverdale Rd Ogden, UT 84405-1642

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from budget last July (2024), paid a deposit for a 2 week allotment, picked up the car, used it, brought it back and paid for the time no problem. Now after I paid I notice there was a deposit still on my credit card after I paid, I called in and asked when the deposit would go away, the woman at that station said a maximum of 2 weeks. I waited the 2 weeks, the woman from budget said that deposit wasn't from them, explaining that it wasn't from budget of ****. So I filed a dispute with my credit card company. someone from (another budget?) disputed my dispute and the credit card company sided with them. Not only did I pay for use of a car (that I have no issue with), they taken a full addition deposit (for a 2 week allotment for the cost of $995 roughly).

  Business Response

  Date: 03/26/2025

  Good morning,
  
  We are sorry for the confusion. The $980 was the deposit for the vehicle. The total contract came to $697.30. Once the banks communicate within 14 business days, the remaining difference should be applied to the credit card.  We do not see any other additional charges on the credit card.  
  
  Thank you
  
  
  ***** ******
  Customer Service Manager
  
  Budget Car and Truck Rental of ****, *********** and *******
  Avis Rent-a-Car - ****************, **********, Elko
  an Independent System Licensee
   
  p *********************
  
  *******************************************************************

• Initial Complaint

  Date:02/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 12/22/2024 & 2/2/2025 Paid $803.15 on 12/22/2024 for the first rental. Paid $560.38 on 2/2/2025 for the 2nd rental. Budget advertised a promotion to get 10% of the total rental price in the form of an Amazon gift card 48 hours after I returned the rental vehicle. The promotion details say the gift card would be emailed to my email address. I have not received either gift card as of today. Dispute: I rented two vehicles and returned them per my rental terms, but I have not received the Amazon Gift Cards. I called on 2/10/2025 and was told someone from the marketing department would call me back within 24 hours, but I have not received a callback. The ad was seen while searching Google for rental cars. I linked my Amazon account to Budget to fulfill the process.

  Business Response

  Date: 02/18/2025

  Hello, 

  We have contacted Avis/Budget corporation with the closing rental agreements to have them issue the amazon gift cards.  That deal is through Budget/Avis corporation and they can issue the gift cards.  Please allow up to 14 business days to appear on the Amazon account. 

   

  ***** ******

  Customer Service Manager

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a van from Budget Truck Rental. See document "Budget Truck reservation.pdf". When I arrived at the Budget Car & Truck Rental location they said they had to run it through their car rental system, which they did. I rented the van, used it, returned it and paid the bill, all was well. See document "Budget Rental Receipt.pdf". I had asked at the time of rental about the original reservation and was told no problem, it would just go away automatically. On September 9th my credit card was charged a $150 'no show' fee from Budget Truck Rental. I have called Budget Truck Rental, Car Rental, the actual location I rented from, each 2+ times, and after more than an hour on the phone they still are unable to figure out how to refund the $150 fee. I am asking for the $150 to be refunded, as it is in error, and is the result of their own rental system software. I showed up and rented the vehicle I had reserved, as I was supposed to. Thank you.

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Budget rental car originally for 4 days then I called the 800 number customer service number and extended my rental for an additional 3 days, which they told me they did. After I got home they had sent me a bill for $423 for a fine (I already paid the $700 for the rental) because I didn't call the right phone number. So I called them I got in a huge argument with this woman who said that it's a local location and I should have known that I was supposed to call the local number instead of the 800 number. Apparently I was lied to and my rental wasn't extended. After that I spoke to somebody on the budget customer service line again and they told me that they were going to cut that amount in half. I'm skeptical that they're even allowed to do that since the local location told me that budget could not even extend my rental since that's not a corporate location. So if that person on the phone lied to me and also the person that I talked to who told me they did in fact extend my rental lied to me how am I still getting this bill? I should have been told that they could not extend my rental when I called the number but I wasn't. I don't think any of this is my fault for not knowing there was a local number to call.

  Business Response

  Date: 09/12/2024

  Good morning,
  
  We have reviewed your final rental agreement, and apologize for the error.  We will issue a credit back for the rest of the amount of the overstay fee in the amount of $80.95. Please allow up to 14 business days to show up on your credit card statement.
  
  Thank you,
  
  
  Megan B*****
  Customer Service Manager
  
  Budget Car and Truck Rental of Utah, Kansas City and Memphis
  Avis Rent-a-Car - St. George, Cedar City, Elko
  an Independent System Licensee
  
  p 801.736.0890 ext 1742
  
  *********************

• Initial Complaint

  Date:09/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Budget's car rental service in Red Bank, NJ for a business trip from September 8-10, 2024. When I picked up the rental car, I asked the employee about the procedure for tolls, knowing I had purchased the toll package. I was explicitly told to drive straight through all tolls and disregard any signs saying unpaid toll. This guidance led me to believe that my toll expenses were fully covered by the package I had already paid for. The employee requested me to use my personal credit card for a deposit instead of my company's credit card that I used to book the car which was already on file. They refused to let me take the car without doing so. When I returned the car, I was informed that my personal credit card would be charged for the unpaid tolls instead of my company card on file! This information was conveniently withheld from me during the pickup process, leaving me to deal with unexpected charges as unpaid tolls come with hefty fines. This horrible experience was a blatant attempt to mislead and exploit customers. This is nothing short of fraud, and it demonstrates a shocking level of unprofessionalism and dishonesty. Now in addition to the $400 to rent the car, I am now personally responsible for hundreds of fees in fines as I am aware unpaid tolls can be up to $50 per toll booth. I am disgusted at this behavior and will never be using Budget car rentals again.

  Business Response

  Date: 09/11/2024

  Hello,

  Can you please remove the complaint entirely and have customer contact Avis Budget Group or the Redbank NJ location directly.  The customer did not rent through Budget of Utah. 

   

  Megan Beimer 

  Customer Service Manager

  Customer Answer

  Date: 09/11/2024

   
  Better Business Bureau:
  
  I was not aware I was reviewing Budget of Utah. That would've been helpful before I sent the review! I have no choice but to accept their request since my complaint is not with their business. 
  
  Sincerely,
  
  Miranda Bonamo

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We flew into St. George airport around 10:30pm on 11/9/2023. At the Budget Rental Car counter, Debbie told us that if we didn’t have an auto insurance policy number, she would not rent us a car even we had a Costco Travel reservation and a Budget FastBreak loyalty membership. In 2022 I rented a car at Moab UT, and also in the last 30 years of my traveling, it was required to have car insurance to drive but never a requirement to show insurance policy to rent a car. If I got in an accident, the police would ask me for proof of insurance. It would be my burden to prove that I have car insurance to the police. However, it should not be up to the rental car counter to enforce that rule. I walked back to the counter and asked for a different car that’s clean and safe. Debbie told me that it was the only car they had. If it’s the only car you had, why didn’t you perform a quality control check and clean the car thoroughly before you rent the car out? I got Debbie out to vacuum the trunk. The next morning, in day light, we checked the trunk again. Dirt was stuck in the fabric of the trunk floor and the vacuuming did not do a good job of cleaning. The trunk is still very filthy with dirty fabric and dry dusts after vacuumed. We also found pet hairs on the back seat and on the floors in the back row. We did not see that last night in the dark. We flew in to Utah and we didn’t have a pet with us. We also did not fly in with a vacuum. We basically drove the car with someone else’s mess in it for a week. That was so uncomfortable. What else was there that we couldn’t see? The car was filthy inside and in the trunk. It feels like we rented someone’s dirty personal car. It was not an acceptable rental vehicle from a national chain. The hard water spots were big safety problems. There were many times that I could not see out very well because of the sun’s reflection on the water spots. Please see attached word file for photos and full description.

  Business Response

  Date: 03/21/2024

  In Utah it is our policy that we ask for proof of insurance.  If the customer can not provide that then they have the option to take our protection on the car (LDW) or an additional $1500 authorization on their card.  We appriciate you bringing the cleanliness of the car to our attention and we will issue a day credit back in the amount of $53.05.  Please allow up to 14 business days to show up on the credit card statement. 

  Customer Answer

  Date: 03/26/2024

  
  Complaint: ******** 
  
  Any partial refund is not acceptable by me. I am rejecting this response because:

  I booked the rental through Costco Travel.  After the trip I complained to Costco Travel about Budget.  Budget lied to Costco Travel about that Budget “offered a clean car to us.”  In fact, that night, Budget told me that the Camry was the only car on the lot.  Below is what Budget lied to the agent at Costco Travel when I filed a complaint about Budget.
  Costco Travel said “we regret to inform you that Budget has thoroughly reviewed your reservation and they have declined your request for reimbursement for the dirty car you rented citing the Budget agent offered a car that was clean and ready to leave the lot but Budget stated that you insisted you wanted the Camry that was not cleaned yet. Budget stated they offered to detail the car but you declined the offer stating that you did not want to wait.”
  Why did Budget lie about offering a clean car to us then?
  We had no attachment to the Camry.  It was just a rental car to us.  I asked for another car because the Camry was dirty in the trunk and the hard water marks were all over the car.  Budget said that was the only car Budget had that night.  I had no choice but asked Budget to vacuum the trunk.
  In addition, Budget never offered “to detail the (Camry) car” for us.  We did not find out that the inside of the car was filthy and “needed detailing” to remove the dog hairs until the next morning.
  The next morning (11/10/2023) in day light, we discovered the filthy inside.  We reported to Budget about the dog hair and filthy inside when we return the car on 11/16/2023.  At that time Budget had not much to say about the problems.
  Having a dirty rental car to rent out is bad business practice.  Lying about offering us a clean car was scam and not acceptable.  Budget St. George Airport is a fraudulent business and they lied to cover up their mistakes.  Budget should refund the full rental cost of $266.55.
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 04/08/2024

  Budget refused to refund the money and lied about what happened that night.  See attached email dated 12/7/2023.

  The lies were that "the Budget agent offered a car that was clean and ready to leave the lot but Budget stated that you insisted you wanted the Camry that was not cleaned yet. Budget stated they offered to detail the car but you declined the offer stating that you did not want to wait."

  Budget told me that (1) the Camry was the only car available to rent that night and that (2) they did not offer to detail the car as the dirty inside was discovered the next day during day light.

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a van from budget rental car in SLC. We picked up the car around 10am. Got stuck several times in wet and light snowy conditions. Called the customer service line. Someone told us they had other cars we could switch for. I said before I drive 1hr back to the airport, please CONFIRM there is a vehicle available for 6. He said "yes, there are plenty". I asked that at least 2 times. I was very adamant about that as we had plans with a tight schedule. I'm sure the calls to that number are recorded. The call was at 3:11pm Utah time. 5 minute conversation. We drove back the hour only to be told they don't have any cars. Us along with 3 others in the line because budget only had 2 "cleaners". Nicholes even chuckled and said "yeah these tires are low". Didn't get mad at him bc it's not his fault but he referred me to you and said you will take care of it. Even wrote your name down. I'm not asking to comp a whole trip here. I'm asking for refund of $150 on a 5 hour trip because we deemed it unsafe to drive with such tires. Back ones were fine but front wheel drive car it doesn't matter. Budget claims (I have proof) that the tires had 4/32 tread. They said they are “good”. That is horribly bad and unsafe. It rained/snowed in salt lake all day and we were sliding on the road. Unsafe.

  Business Response

  Date: 03/01/2024

  We had our mechanic inspect the vehicle and check the tread depth thickness, and it met and exceeded manufacturer standards. 

  Customer Answer

  Date: 03/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: 4/32 does not exceed anything. Provide proof that the measurement was even 4/32. Customer service wouldn’t even provide proof. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 10/19/23 Employee/manager name at Budget: James/Jim Rented a car initially for a week at a rate of just over $200. Was told by auto body repair shop that’s how long it would take to repair our vehicle. Brought back the rental after two days because the auto body shop repaired our vehicle faster than initially anticipated. When we first picked up the car, told (only verbally) the price of the rental would be adjusted/pro-rated (about $30/day) if we brought it back early. Instead we were charged a daily rate of over $100/day and we ended up paying more for two days than the rate initially promised for a week. Also, we were told at pickup the gas gauge was broken and couldn’t register full, but it was. When we filled it back up before returning, the gauge immediately popped up to full. So we were lied to there as well and paid more in gas than we drove the vehicle. We drove the vehicle about 20 miles total over two days. Would like to be refunded the amount we were overcharged for the rental itself (about $160) and a refund of about $15 for the overcharge in gas.

  Business Response

  Date: 10/23/2023

  The customer's reservation was for 7 days at a promotional weekly rate.  We can not change/modify the daily rate on a Costco reservation.  The customer was still charged at a discounted rate for the time he had the car.  

• Initial Complaint

  Date:09/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Truck rental told us it shouldnt look pretty but will do the job. Truck tire was flat and the renter told us he has a pump but would rather us go to a gas station to pump it. Shouldnt a rental truck be road ready? The grill was held on by one bolt and the truck leaked in trailer and in cab. Trailer lights hardly worked. Upon return they told us we couldnt close the account because the information on the paperwork didnt match the truck and the truck didnt match the keys. They also said our truck wasnt the right size matching the form. We are unable to get into contact with the rental out of Ut for any sort of resolution and we are our money on a tire replacement we had to make. The trucks power steering went out halfway through the drive and the check engine/ service light came on an hour into driving. My belongings got wet and there is damage to my vintage couches. Im very upset with employee training and the safety of rental vehicles at budget. Safety is not their priority and their employees are not rained well enough to be helping people move. I believe we deserve compensation for our time and rough experience with budget.

  Business Response

  Date: 09/25/2023

  We are sorry to hear of the condition you received your Budget moving truck.  Here at the *********************** we can not look up the moving truck rentals.  Please contact ******************* at ***************************************** to help you.

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20612455
  
  I am rejecting this response because: Once again I am given the run around. This form was not for the airport so I am unsure why you are responding. I have contacted that email but am far away from being pleased with these responses. Make this right. 
  
  Sincerely,
  
  *****************;

  Customer Answer

  Date: 10/04/2023

  The manner in which this has all been handled is completely unprofessional and budget should be ashamed. We have still had no luck getting through to the ********** budget rental location after many, many failed attempts to do so. We have received run around and excuses where a responsible business shouldve had an explanation or resolution to our renting issues. This is just bad business

  Business Response

  Date: 10/05/2023

  We have contacted two of the managers for the moving trucks about this case.  The name and email addresses are listed below.  They are aware of the situation and stated they are looking into this claim.  

  ********************************************** and **********************************************

• Initial Complaint

  Date:09/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed a rental cal for a span between 17 Aug.to 19 Aug to drive 1 way from Wichita falls tx to utah. My quote with the company was 219 dollars. I returned the car on the 19th after. 4pm and there was not a physical person present. I video recorded the car in their lot and me returning the keys in the lock box. A few days later I see they have taken additional money out of my bank account due to paperwork not being with the key. I was not told that the paperwork had to be returned. I called the company to get the rental agreement number and was told that it will be simple once they closed out the agreement I would be refunded. The return location manager in utah even told me she recorded my car being returned on time. I wait a few more days an called again. Told the same thing it's a simple transaction to refund but it could take up to 10 days. I was told they WILL refund the hold money and the additional 3 days they charged me for totaling approx 570 dollars. I emailed the company just yesterday, 31 Aug to inform them I still have not received payment. I also informed them I would make a complaint to BBB if needed. The reply I got today 1 Sept was I won't be getting refunded. So after almost 2 weeks of being told by multiple workers on thr phone I will be refunded and despite the fact the return location said my car was returned on time they are holding my money? This is blatant theft. I didnt have the car in my possession it was in theirs they have no legal claim to take my money due to a paperwork issue, which was quickly closed as soon as I got the rental agreement number. I am demanding the return of these funds as this is not ethical. The return location is at 3664 Riverdale utah. Not the Salt Lake location.

  Business Response

  Date: 09/07/2023

  When renting in a different state and dropping off at one of our Utah locations, we are not connected to the same computer system as we are privately owned.   Looking at the rental agreement it shows the customer was charged per mile, that would be the difference in cost that they are mentioning.   We do not have access to their billing or charges.  We recommend the customer getting a hold of the Wichita Falls location for any reimbursement.