Customer ReviewsforBudget Rent-A-Car

Rented a car in ******. After I Returned the car I was cleared by the return agent and was told there was nothing else I needed to do. I few days later they charged my credit card $350 cdn for a damaged wheel. Complete lies. A month later I'm still waiting for a resolution. They make it very difficult to dispute anything. I would not rent from budget! They are thieves! I took a video before I took the car and they are still being very difficult to deal with. Worst company for customer service.

BBB Review#: 35546
Case: 68515138

Dear ******* *****, 

In regards to the aforementioned BBB complaint, 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 have contacted our Claims Manager to review the issues you raised.  When we have received a reply from their office, we will advise you accordingly.  We appreciate your patience during our investigation.
 
Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator

Unfortunately, this was my last experience using budget car rental ever. It started with a one hour long wait in line at the airport to simply get the car. While on vacation in *********, my car was ticketed in what appeared to be a correct parking place. To make matters worse, the police towed the vehicle and the tow company instead of letting me pay to release it, insisted that I get a Hold Harmless Waiver from the rental car company. Budget refused to send a waiver and instead said it would take days to send out a special team to inspect the vehicle to make sure nothing was amiss. Meanwhile, the clock would be ticking on the rental indefinitely. I was visiting from **** and was supposed to fly home the following morning, but the agent could care less. At the end of it all I got a surprise call from the towing company telling me that if I could come that day and pay the $140 towing fee that they would release the car directly. I did just that. I returned the car and was then charged $800, or $400 more than the original estimate, for the vehicle. Stay away from Budget.

BBB Review #*****
Budget Case: 68590782 
 
Dear ******* *********,
 
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.

If a vehicle is impounded, renters need to contact Budget **************** at ************** or Emergency Roadside Assistance at ************** to report the impound and provide contact information for the facility holding the vehicle. The rental will remain open until the vehicle has been physically recovered by our Impound Recovery team; regretfully, Budget cannot authorize a renter to recover vehicles from impound regardless of why a vehicle was impounded. Renters are responsible for any traffic or parking violations that are issued as a result of their use of the vehicle and will be billed for any fines, fees, impound storage cost, or recovery expenses that result per our terms of use. 

Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.

Sincerely,
 
Avis Budget Group
Customer Advocacy Response Coordinator

Rented a car Oct 2024 weeks after return ama being told there was damage . No one can tell me the damage and still Have not heard from anyone . 10862834US3 Confirmation #.

BBB Review #*****
Budget Case: 69006999
 
Dear ******* ********,
 
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.
 
At check in the agent at return does not inspect the vehicle for damage and/or cleanliness. The vehicle is sent to our maintenance team after each rental then inspected after it is returned and if the vehicle is found to have been damaged, it will be taken out of flee to be repaired. A trace was performed on your rental and shows the rental was pulled our fleet. 

Once the vehicle has been repaired and can be returned to renting, the invoice for repairs is processed from the location to the corporate headquarters before being forwarded to the customer for notification of charges. This process can take up to 3 months between when the vehicle is returned and notification is received by the customer. All repairs are performed first for proper billing then you are notified of associated cost.

Our records indicate this vehicle was sent to maintenance after your rental period. You contract obtained no coverage was purchased and therefore the renter assumes full responsibility for any damage that occurs during the rental.

Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.

Sincerely,
 
Avis Budget Group
Customer Advocacy Response Coordinator

Late charge for "cleaning" the floor mats. $125.00 Suggest not use Budget. Name not accurate.

BBB Review #*****
Budget Case: 68962128 
 
Dear ******* *******,
 
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.
 
Renters are expected to return the vehicle in the condition it was received in. If a car is returned to us with trash, dirt of any kind, spills and stains, or other soilage residue that a customer leaves behind, a location will bill up to $450.00 to clean the car so that it can be rented again. Based on the condition of the vehicle in the photos provided by the location, we do find this charge to be appropriate. We understand you may not agree with this policy, but this is the expense associated with restoring the car after your use. 

Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.

Sincerely,
 
Avis Budget Group
Customer Advocacy Response Coordinator

Because my flight didn't arrive in **** till 11:00 pm , I called the 800 number in advance and checked the online site to verify that the ************ location was open till midnight . The 800 number confirmed it was open till midnight and online showed it was open till midnight . The evening of my flight I get a call from ************ location stating that they just noticed that my flight would arrive after they close at 10:00 pm . I discussed with her that the 800 number and online both show that they are open till midnight . She said the best she could do is wait till 10:30pm and that they have never been open till midnight . So when I arrive in **** I had to get a **** to my lodging and an **** back from my lodging in the morning back to the airport . When I get their they tell me that they don't have the vehicle that I reserved , only had a pick up and it would be that same rate , not an upgrade , which by the way wasn't cleaned very well . When I returned it they charged $ ****** extra . When I asked the lady at the counter , she said its because I returned it 2 hours late and I would have to contact customer service to discuss it with them . When I talked to customer service they said it was because the truck was considered a upgrade and that she would credit the $ ****** . Its been 9 days and still no credit , called again and they said that it would take another 3-5 business days . Its strange that they billed me the $ ****** within 24 hours but it takes weeks to credit their error

BBB Review #*****
Budget Case: 68756933
 
Dear ******* ******,
 
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 do confirm that our **************** team processed a credit of $243.79 to your **** card on file on November 5th. Typically, adjustments take 3-5 days to reflect but may take longer depending on your card provider's policies. 

Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
 
Sincerely,
 
Avis Budget Group
Customer Advocacy Response Coordinator

This was the WORST experience from start to finish. First, they tried to upsell me because the vehicle I rented "was not on the lot". Next, they sent me out to the garage to find a car seat I reserved. There was no budget representative in the area and I was forced to search through a garbage bin full of car seats and then install it myself with no guidance on whether it was even the correct seat I had reserved. The car seat fell over and became detached from the seat while on a major highway, with my baby inside. Next, when I returned the car I was charged a gas surcharge even when returning it with a full tank. I spoke with multiple representatives at **************** and was promised a full refund within 5-7 business days. In calling back 2 weeks later, I was then informed that they would not be refunding me and it was my fault. IF YOU ARE TRAVELING WITH CHILDREN, PLEASE DO NOT RENT FROM BUDGET. They put myself and my 15 month old baby in extreme danger and are doing nothing to rectify the situation. I will never be renting from Budget again due to the horrific customer service, lack of care for safety, and lies.

BBB Review #*****
 
Dear ******* *****,
 
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. At your convenience, please reach out to us directly at ************************************************************* and provide us the following information below, so we can investigate this matter further.
 
Reservation Number;
Rental Agreement Number;
Renter's Name;
Renter's Profile Number;
Renter's Driver's License Number;
Rental Location;
Exact Date/Year of Rental;

We await your reply and look forward to assisting you in the future. 

Sincerely,
 
Avis Budget Group
Customer Advocacy Response Coordinator

I was cussed at, yelled at and called names. This all started after they didnt have a car for me I had reserved a month before. I promise you, I was calm. This is the ***********, IN location.

BBB Review #*****
Budget Case: 69003952
 
Dear ******* ******,
 
Budget values the relationship that we have with our travelers and always strives to do the right thing. There is never a reason for any representative of Budget to be rude or disrespectful to customers and we are sorry to hear this was your experience with our Bloomington location.
 
Reports such as this are not taken lightly and the inappropriate behavior you encountered at the BG5 location will be addressed with the location management urgently. As you can understand, our **************** is not privy to the details of the actions taken as these records are restricted to the individual employees personal files. Again, the behavior you experienced is considered highly unacceptable under any circumstances and we can assure you all necessary actions will be taken to ensure this is stopped.
 
We apologize for not being able to locate a vehicle for you at your arrival time. We forecast vehicle availability based on how vehicles are scheduled to return. Several circumstances could cause inventory issues such as vehicles being extended, not returned on time or as agreed, returned to a different location, or breakdowns. We do our best to accommodate every rental but sometimes if vehicles aren't returned when they are scheduled, it causes us to be short on vehicles.

Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.

Sincerely,
 
Avis Budget Group
Customer Advocacy Response Coordinator

I am so disappointed in the custoner service! Wish I could give less than 1 star. Left my wallet in the center console. Called as soon as my plane landed and was told they could not look for it and to fill out a report. I did exactly that and they claim they never found my YSL wallet. Then they deleted my report. I guess customers are just expected to forget an item after 30 days. It's obvious the wallet was found and an employee kept it. I'll never rent from them again!

BBB Review #*****
Budget Case: 68894991
 
Dear ******* *****,
 
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. At your convenience, please reach out to us directly at ************************************************************* and provide us the following information below, so we can investigate this matter further.
 
Reservation Number;
Rental Agreement Number;
Renter's Name;
Renter's Profile Number;
Renter's Driver's License Number;
Rental Location;
Exact Date/Year of Rental;

We await your reply and look forward to assisting you in the future. 

Sincerely,
 
Avis Budget Group
Customer Advocacy Response Coordinator