ComplaintsforBudget Rent-A-Car

• Initial Complaint

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Budget Conf # ********US5 ***** October 2024 ******************, ********* Using ****** Travel, we rented a car from Budget at ****************** from ***** October 2024. On the ****** rental confirmation, Budget quoted Taxes and Fees of $223.19 [see ****** confirmation]. When we picked up the vehicle on 11 October, we agreed to Budgets fuel service option and E-Toll service option [see Budget receipt, Optional Products/Services], both of which would add costs to our total rental fee. When we returned the vehicle on 20 October, as expected we were charged $104.93 for the ***************** ($37.74 for 9.9 gallons of fuel and $67.19 for the E-Toll service). OK. But we were also charged an additional $90.04 for a variety of items that were not disclosed on the original Taxes and Fees quote or at the time of vehicle pickup. One of these extra phantom charges was $60.22 for Fuel Purch Opt [see Budget receipt] which the Budget Terms and Conditions policy specifically says they will NOT charge if the fuel service option is selected at pickup [see ****** confirmation] as we did.Another mysterious item was a $54.00 Customer Facility Chg 6.00/D. What facility? We were in a rental vehicle the whole time. And how about a $83.55 *****% Concession Recovery Fee? What does that even mean?Bottom line, we were quoted $223.19 in Taxes and Fees, plus our chosen options of $104.93, for a total taxes and fees of $328.12. Instead we were charged $418.16 in extras [see Budget Oct 20 email]. Thats $90.02 we overpaid.All of these taxes and fees were known to Budget when they provided the rental quote through ****** Travel and when we picked up the vehicle. So I can only conclude that their overcharging us was at best very deceptive or at worst behavior bordering on fraud. At the very least, we would like a refund of $90.02 from Budget.

  Business response

  11/07/2024

  BBB #: ********
  Case: 69034000
  
  Dear ******* ******, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Budget values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Based on your signed rental agreement you did agree to the unlimited toll (TOL) for $104.93 and the gas service option (GSO) for $57.18, the rental agreement shows that taxes and fees are associated with these charges bringing your estimated total to $954.26. Based on this we have adjusted $3.58 from your rental to honor this rate. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  11/08/2024

  I have reviewed the business response and accept this resolution. 

  Unfortunately, we are accepting Budgets explanation of the extra costs on our car rental. I say, unfortunately, because we are not one bit happy. In particular, the whole E-Toll convenience fee thing is particularly annoying. Being non-New Englanders (and with no toll roads !), we have no experience with e-toll devices. We did not know at the time of the rental that Budgets terms and conditions allow for no [E-Toll **************************** charges if E-Toll is NOT USED during the rental period (capitalization in original). We were not in ************* for 7 of our 9 rental days. If we had known how to turn-off the device those 7 days, we would have only been charged $29.98 + taxes for the e-toll service, saving about $75.00.  Obviously we were not clear on this provision; the counter agent didnt ask and we didnt tell. Our mistake.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Budget rental does bait & switch with their rental reservations. I had a reservation for a premium SUV that I made using ****** travel. Prior to traveling, I called Budget a couple of days before travel and confirmed that my reservation is good and I will have the booked class vehicle available upon arrival. That ended up not being the case. Upon arrival at the counter in ***********, I was told all the vehicles in the premium SUV class were under recall and none available. I was disappointed but accepted the reason to avoid any escalation as the counter person was overworked (big line of customers) and was in a very bad mood. He offered me a mini van but the pricing remained the same as the premium SUV. Since I wasn't given any other option, I had no choice in the matter. But requested that they reduced the price since I had an earlier van reservation for a much lower price which I cancelled after calling and confirming that the premium vehicle was going to be available. The counter person couldn't care less. There was no one else I could make the case to at the agency and we took the van and left. The next day, I called customer service to report the issue and they told me that they are not able to do anything about it. They also said, I could have just refused and rented from someone else. But I had no such option as it was 10PM already and any other rental, last minute, would have been significantly higher price. Upon further insistence, they offered that a manager will call me back to discuss further but no one ever called me back. In conclusion, this was clearly a bait and switch operation and I will never rent from Budget again. I would like Budget to refund me the price difference between my earlier van reservation cost and the Budget Premium SUV reservation cost. And I need the refund in credit card refund or check rather than a discount for next rental.I have attached the earlier Van reservation and the premium SUV reservation documents.

  Business response

  11/07/2024

  BBB# ********

  Budget case # 68905194

  Rental # U796842126

  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.  .  Based upon the information you provided and the findings of our internal investigation, we have adjusted your bill to reflect the vehicle you were assigned.   your rental.  The credit issued to your **** card will post to the account within 3-5 days.  We apologize for the inconvenience this matter has caused.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs. 
  
  Sincerely, 

  Budget Response Coordinator 

  Customer response

  11/09/2024

  I have reviewed the business response and accept this resolution. Thank you BBB for facilitating this. 

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a car through the Budget app and indicated I wanted no optionals. When I arrived at the Budget desk to pick up my car in *******, the desk attendant asked if I wanted any extras and I said I would be using my own car insurance, no extras. The desk attendant then went on to say that there would be a hold put on my card in case if accident. I asked if the hold would drop off and he said yes, after the car is returned the hold would be removed from my credit card. I *********** forward a week and I check my credit card and see that there is a credit card charge from Budget. I called Budget asking about this additional charge and was told that I had signed for optionals. I explained that I had told the desk attendant that I had not wanted anything in addition to my car rental and that I was told there would be a hold on my card that would drop off once I returned the car. That was all, I did not want anything extra. She said she would submit a refund for an amount $20 less than the full amount due to airport fees. I said that was fine.3 days later I didn't see a refund yet so called Budget again and was told my refund was denied because I had signed saying I agreed to the optionals. I again explained that I had told the person at the desk that I had not wanted anything extra and that I was explained that the hold would drop off my card. I had not agreed to any optionals. She then said she could try to refund me a portion of it, not the whole thing at which point I asked to speak to a manager. I was put on hold and waited ***** minutes without response before hanging up.

  Customer response

  11/05/2024

  Budget fully reimbursed me on 10/27 

   

  Business response

  11/07/2024

  Budget Case# ********
  Budget Rental: 770376202
  
  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 any inconvenience this matter has caused.
  
  We have reviewed your Complaint and the notes from your case. Based upon the information you have provided and the findings of our internal investigation, on October 27, 2024 we had processed an adjustment to your rental. A credit of $279.82 was issued to the **** card ending in 6064. 
  
  Please accept our apologies for any inconvenience this matter has caused you. 
  
  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 *********** 

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 10/16/24, I rented a vehicle from Budget Car Rental at the DEN. They did not have any cars the I requested, so I was upgraded to a mini van. The mini van issued to use was filthy. There were leaves and Sun flower seeds all over the van. The were hand prints and stuff on the seats. I didn't have time to return it. I returned the van on 10/19/24. So I called the company and I was told that I would receive a 1 day rental refund. I was told to contact the customer service on Monday, 10/21/24 to finalize the refund. When I called, I was told that the van had not been cleared (should have only taken 48 hrs) so it would take another 5-7 business day. I was told that this was unusual and should not have happened. My $200 deposit on the van was still being held because the location had not cleared.

  Business response

  11/05/2024

  Budget Case: 68510682
  Rental Agreement: U798435201
  
  Regarding the aforementioned BBB Complaint ID: ********, thank you for allowing us to address your concerns.
  
  We're sorry that you received a service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. 
  
  We review your case and see you were given a $121.76 credit adjustment as a result of your overall experience with Budget. We believe this resolution is fair given the circumstances, and we apologize again for the trouble you experienced 
  
  Budget looks forward to serving you more efficiently in the future. 
  
  Sincerely, 
  
  Response Coordinator
  Avis Budget Group******

  Customer response

  11/05/2024

  I have reviewed the business response and accept this resolution. Budget Rental Car (**************) did an excellent job in responding to my complaint.  I am satisfied with the result.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a prepaid reservation to rent a car from this vendor but due to Hurricane ****** my trip was canceled. I contacted them and requested a refund due to special, out of hand circumstances but they have not made a refund or respond to my request.

  Business response

  11/03/2024

  BBB #: ********
  Case: 68430388
  
  Dear ******* Pourabdollahi, 
  
  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.
  
  Based on the details provided we have manually refunded the prepayment of $279.31, please allow up to 15 business days for the refund to post. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  11/06/2024

  I have reviewed the business response and confirm that the dispute has been resolved to my satisfaction. 
  thank you very much for your support

  Best

  Zahra

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have two issues that stem from one visit to *********, **. I booked and prepaid a reservation for an arrival at Oct 21 at 11:30pm - Confirmation #: 11752433US0. Upon arrival, the desk inside the airport was closed. I proceeded outside because ofthe signage on the desk that said Fastbreak customers would be cared for outside in the garage where the cars are parked. Upon arrival, I was one of ****************************************** the cold for nearly 2 hours. At approximately 1am, one of the staff told us all that they had a lack of cars. In fact, we were told there were only 8 cars left - 4 electric and 4 that were dirty. We were dispersed at 1am in a city that does not has a bustling taxi service. **** was not an option. The situation was truly deplorable and unsafe, especially for female travelers. I panicked when I realized there was nearly no transportation out. I was able to call around and convince a company, Discount Taxi, to pick me up after 1am and drop me off at my hotel (a $75.78 fee).Budget did NOT cancel my reservation. Instead I received an email threatening a no-show fee so I called at 1:30a to ensure I would get a full refund. I then booked another reservation online using my Fastbreak account. The next AM, it took an hour to get an **** ($13.97) to take me to another Budget location to pick up my car. I was first told my reservation was for the next day, then told they had no cars, and then I was given a car - confirmation 11793810US0. I was asked about insurance and I expressly stated NO (like on all my previous rentals with Budget) because I have coverage on my business credit card I am using. I quickly got my contract and headed to my job. I returned the car at 3:30pm on Saturday as booked. I can see that Budget INACCURATELY added 1) personal effects coverage; 2) gasoline charges despite the fact that I filled up with gas within 3 miles of the airport and 3) late drop-off at 9pm. My flight was at 5:20pm.

  Business response

  11/03/2024

  BBB #: ********
  Case: 68739205
  
  Dear ******* ****, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Budget values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Our records show that our **************** Team has already resolved this and refunded $51.24 and $22.45 back on the rental. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  11/05/2024

  I am rejecting this response because it does not address the request for a refund of the taxi expense incurred at 1am. I do acknowledge the refunds I received after I sent several emails regarding the discrepancies on my final bill.   

  Business response

  11/07/2024

  BBB #: 22489373
  Case: 68739205
  
  Dear ******* ****, 
  
  Thank you for your reply, and we do apologize for any frustration that this has caused you. 
  
  As an additional gesture of **************** we have refunded an additional $50.00 towards your Taxi, 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

  Customer response

  11/07/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We returned a rented van and Budget billed our credit card for another $450 due to "excessive dirt." I have uploaded their pictures. This was sand from visiting tourist spots in ******* and around ******, not the beach. To me this is a normal procedure for the rental company to vacuum the floor of the vehicle. We have always returned rental cars clean and in good shape, with the exception of vacuuming, because we have never had this issue before. I don't mind paying $50 if that will help, but $450? Please help us.

  Business response

  11/01/2024

  Complaint ID: ******** 

  Budget Case: 68694871

   

  Dear **** *****, 

  Upon receipt of your communication a review of the cleaning charge was conducted. To paraphrase the terms and conditions within the rental agreement it states: a cleaning fee will be assessed for excessive, dirt, sand or soilage. This fee is assessed to return the vehicle back to the cleanliness standards our customers expect and deserve. Furthermore, when a vehicle requires additional cleaning this can impact the availability of the vehicle thus interrupting our operational standards. 

  This being said, in an effort to maintain good customer relations we have adjusted the cleaning charge and processed a goodwill monetary credit $300.00 to **** account number ending ********. Allow three business days for the credit to post. 

  We appreciate your selecting **** Budget Group to satisfy your car rental needs. 

   

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

   

   

  Customer response

  11/05/2024

  I have reviewed the business response and accept this resolution. Thank you for a satisfactory resolution.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 9/29 we rented a car for one day for $67.38, returned at *** on 11/30. We were charged $546.63 on 10/1 on our credit card. We noticed it on 10/4 and called the agency and were told the keys were never turned in and when I explained that I gave them to the lady in the Budget booth in the parking garage, I was told they would refund us $479 and that it would take a couple days. We never got the refund.On 10/14 I called back and they said my refund got rejected because they never found the keys to the car which we had given to the lady working in the Budget rental car booth in the parking garage at the airport. After explaining to them that we should not be held responsible for their employee losing the keys. I was told they would give us a one time, courtesy and refund us in full. We never got the refund.On 11/28 I called them again and was told we had been rejected again.Not once did we get notified that after telling us we would get a refund that they changed their mind and rejected the ********** I am being told to go into any Budget rental car agency to plead my case, which shouldnt even be a case. That will be my next step but this is really bad customer service. I dont know if anybodys even gone out to the booth to see if the keys are there somewhere. I live in ******* the keys were left at the airport in *******. Theres no way I can go check this out. No one has even asked me what time I was there so that they can find out who was working at the booth at the time.

  Business response

  11/01/2024

  Complaint ID: ********

  Budget Case: 68189194

   

  Dear ******* *******, 

  At **** Budget ********************* any difficulties or problems encountered by a customer is a concern to us. 

  Upon receipt of the communication an investigation was conducted and a monetary credit $479.25 has been submitted to **** account number ending ********. Allow three business days for the credit to post. 

  We appreciate your taking the time to apprise us of the experience. Reports such as yours enable us to engage the operations management with instructions to maintain service standards. 

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

  Customer response

  11/07/2024

  I have reviewed the business response and accept this resolution. 
  Money has finally been refunded.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am not young. We reverved a "gasoline" car 2 months in advance for 3 days. Agreement said models we would could choose from ******* Corolla or similar). We paid for the gas refill also. We were expecting a gas vehicle. We were going to fly into ******, **. then drive to *****, **. ( 250 miles). We flew into ******, *** and arrived at 9:30pm. Went to the pick up the car. Issue 1: They didn't have any gas cars (we paid for). They had **s. They said we could wait for a gas car.Issue 2: We waited for 2 hours, nothing. An ** caused us extreme anxiety because of the car capacity and the distance. The 250 miles we had to drive was more than the ** could do on one charge. After another hour, we took it. We were assured plenty of chargers along the way. Yes..if you have a *****. It also takes a long time to charge an **. We started to panic cause our charge was low. Finally found a charger. We was able to charge it enough to get to our destination. Anxiety nearly overtook us. Issue3: The next day after discussing this with our family about how to get back, we felt it was not a good thing to drive the ** back to ****** (it wasn't the car we paid for & needed for that trip) . So we called to just turn it in the next day at the ***** Budget. They told us it would cost us up to 500$ for a "Tow Charge"!!!Issue4: We called and went threw a lot of not so nice customer service ***************** a supervisor said it's ok to return it to Budget at *************. They said they would compensate us. My credit card got hit for 627$. The original contract was $239 for 3 days. We turned it in before 24 hours and still had to pay for 2 days.issue5: We got a credit for 191$ (tow charge). That's it.Issue 6: We called again and after actually being called a liar about the time we returned the car, we got 55$ for a day off. Budget's records were actually changed to lies to make them look good.Bait and switch. ********. Who does business like this.Never Again!!!

  Business response

  11/01/2024

  Budget Case# ********
  Budget Rental: 779381035
  
  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 any inconvenience this matter has caused.
  
  We have reviewed your Complaint and the notes from your case. Based upon the information you have provided and the findings of our internal investigation, we had processed an adjustment to your rental. A credit of $191.65 was issued to the **************** card ending in 7005. 
  
  Please accept our apologies for any inconvenience this matter has caused you. 
  
  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 *********** 

  Customer response

  11/01/2024

  I was not aware of a 50% charge. I was just told to take it back to *****. So I basically paid ****** for a car a had to take because they gave my car away which I ordered 2 months in advance. I had the car for less than 24 hours. I'm sorry that is no way to run a business.  A classic case of bait and switch. I have no problem paying for a days rental along with extra charges which those prices were misquoted to me. That's on me I was tired after waiting in line forever and didn't read until after the fact. I do believe I should have the other 150. Returned to me. We were not told about other cost when returning it to *****. In my opinion budget/**** should be doing an investigation until *** business practices. They have a lot of shady practices going on there.

  Business response

  11/07/2024

  Budget Case# ********
  Budget Rental: 779381035

  Regarding the aforementioned BBB complaint Case:22475906. 

  Upon review of your rentals our records revealed that the $150 was refunded with the taxes and fees totaling $191.66. Based on this information no additional refund is in order. 

  We've closed our customer service file. 

  Sincerely, 

  Customer Advocacy Response Coordinator 

   

  Customer response

  11/07/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a van from Budget car rental for pickup at ***********,I declined all the extras including gas fillup.Picked up the van on Oct 16th and returned it on the 22nd (van wasn't cleaned,had banana peels in the doors!) But my issue is I got emailed a receipt for a gas fill up ($107) I called and was told they can't call the branch to check on that,which I find hard to believe,she told me I have to create a online profile and then download a receipt or copy of my bank statement.She sent a link,which didn't work,I tried creating a online account but the site never emails a activation link,I have called and emailed with no response!This should be easy to clear up,something similar happened last year and I gave another chance,but will never use them again,it's hard to get a customer service agent on the phone,and once I do they are not helpful at all.This should be a easy fix!

  Customer response

  10/25/2024

  I attached the confirmation!

  Business response

  10/31/2024

  BBB #: ********
  Budget Case: 68647195 
   
  Dear ******* ********,
   
  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.
   
  We offer a variety of refueling options from which our renters may choose from with our US Corporate locations. First, we offer an automatic refueling fee of $15.99 ($18.99 in **********) for those who drive less than 75 miles. This affords the convenience of returning the vehicle without having to locate a gas station on the way back to the rental location. If you drive less than 75 miles, but prefer to fuel the vehicle on your return; simply provide your receipt showing a fuel purchase on the date of return.
   
  Most locations offer a prepaid gas option, which you can accept at the rental location, which was the case with your rental. When renters choose our prepaid fuel option, the savings can be substantial, especially if the customer plans to drive a significant number of miles during the rental. When prepaying for the first tank of fuel, the per-gallon price is lower than our usual fuel service charge, and it is comparable to, if not lower than, most gasoline stations in the area; we base the price of the prepaid fuel option on the size of the vehicle's gas tank.
  
  Our **************** team issued a refund of $102.18 to your Mastercard ending in 7572 on October 24th for a return of the fuel charges. Please note, to avoid charges such as this on future rentals, we recommend that you provide your fuel receipt at the time of return.
  
  We are actively working to improve our service levels, and appreciate your feedback.
   
  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. ↩