ComplaintsforBudget Truck Rental

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SEE PHOTOS FOR DETAILS OF RESERVATION. I was offered a position to relocate from ***********, ** To ********* w/my husband. We reserved a rental moving truck with Budget bc my auto insurance carrierUSAA, referred me with a 20% off discount. I never recvd the discount. we arrived to the *******, ** location at 8AMon Moving day & the **** did not show until15min after 8am. Due to the character limit here is an outline of our complaints with the truck we were provided-The tires on the ******************************** were at 35PSI-As soon as we pulled onto the **********************, the Check Engine light came on-Traveling at 60MPH the engine would downshift & *** b/w 5000 & 6000 RPM-THERE WERE NO BRAKES-The rear P/S outer tire had a deep V Cut in it down to the Cords.-The truck needs an alignment, it had a bad pull to the right-The front tires were BALD to the steel belt-The oil&tranny fluids were OVER FULL-The interior of the cab was EXTREMELY DIRTY, there was a layer of dirt everywhere, my husband opened the window for the first **************** ash blew everywhere, the ashtray was full-There is a leak inside the cab.Our backs were soaked from rain water leaking down the seam that seals the cab to the box above our heads/back-The wiper blades served no purpose, they only smeared lines across your field of vision-We were told to return the truck with 3/4 tank of gas, which we did, the Nashville **** told us we would be charged $15.99 a gallon for it not being full. I had to send them the video of the Medford *** advising us to return with 3/4 tank of gas. -The representative @ *******, ** told us that the truck was JUST SERVICED before we picked it up &the mechanic is on the property. We were the only ones to use the truck since it was serviced. As stated, I recorded these complaints on video and will provide. A 14 hour drive turned into a 24 hour drive b/c we had to stop FREQUENTLY to check the air pressure in the tires & put gas in, amongst checking everything else in the truck.

  Business response

  11/03/2024

  BBB #: ********
  Case: 68642281
  
  Dear ******* ******, 
  
  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. Although we realize that we cannot make up for a disappointing experience such as this, we have discounted 25% off the base rate of your rental. This is a total credit of $489.00, while we understand that you did previously decline this offer, we were not able to find any calls into our **************** or Roadside team during the rental, based on this we do feel this is a fair and reasonable offer. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  11/05/2024

  Respectfully , I am rejecting this response because:     
  

  1. **********************************************************

  2. **********************************************************
  

  3. **********************************************************
  

  4. **********************************************************
  

  5. **********************************************************

  6. **********************************************************
  

  7. **********************************************************
  

  
  The condition of the truck was far worse than didnt meet my expectations. 
  

  As politely as possible, Its easy to sit behind a computer and deal with complaints from customers all day, Im sure this may have de-sensitizes you after a while. However, You were not in the truck, or driving through a thunderstorm in *********,TN getting rained on and unable to see through the wipers, we had to pull over and get rained on and wait it out. It was frightening. 

  The previous offer of 25% back is still unacceptable. I never even received the discount from being a USAA policyholder and using your services as a referral. 

  The condition of the truck set us back on schedule, we have established I was not aware that Emergency Road Side would bring us a new truck and a people to assist unloading and loading the vehicle. If I knew that, I likely I would have made that call. I truly thought roadside was there for the standard Lockout/gas delivery/ Tow to a nearby repair shop. 
  

  As my rebuttal request, I am requesting a refund in the amount of $1739.38 . I feel this is a more than respectful request considering the highly questionable condition of the vehicle. I also already voiced my concern to ****. Your own mission statement cites you strive to ..deliver a quality product would you agree at the minimum this was something your company could not in fact deliver? 
  

  Rude customer service and inconvenience aside, this truck was not safe for the roads. Im truly concerned how many other trucks in your fleet are in similar conditions. Its highly unlikely I received THE ONE faulty truck. The best part is,  my husband and I were assured the truck was just serviced before we picked it up.

  We were rained on from inside the cab. There were no brakes on the truck. The tires were bald. The tires constantly lost air pressure. The engine revved high if we went over 60mph. The fluids were overfilled. The check engine light came on 5 miles into driving (adding to the unknown of what else is wrong) The wipers didnt clear the windshield in a rainstorm. The customer services **** were inexperienced at best. Lastly, it was filthy with cigarette ashes and empty Gatorade bottles from prior people using the truck. 
  

  Incase you needed a friendly reminder - your companys mission statement, from your website is; 

  We will consistently deliver a quality product, friendly service and great value that make customers confident that ********************** is their best car rental choice.

  - ******************************************************************************************************

  Its clear the company fell short this time on all three standards. 

  Customer response

  11/06/2024

  I received a refund in the amount of $489.00. The amount was posted to my account November ********* from Budget Trk CUST SVCTULSA OKUS 

  I did NOT accept their resolution. This is not a settlement and I was requesting $17 ***** returned.

  Why would they refund me this amount after Ive declined it now, two or three times? Please advise what to do. 

  Business response

  11/07/2024

  Dear ******* ******, 
  
  Thank you for your reply. 

  After carefully examining the details of your case, we have applied the 25% discount to the base rate. Given the circumstances, we believe the offer is both fair and reasonable, which is why it has been processed as a credit. 

  We understand you had requested a full refund of all of the charges of $1,739.38; however, we're unable to provide additional adjustment at this time. 

  Again, we apologize for any inconvenience this matter may have caused. 

  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  11/08/2024

  You mentioned in your response that I am requesting ALL the charges refunded. That is incorrect. I was requesting 50% back. 
  

  Please check your records. 

  I do not accept this offer.

  This matter is not closed or settled and I will continue to escalate this. I have submitted a complaint to the *** for bad business practices. 

  Business response

  11/08/2024

  Complaint ID: ********

  Budget Case: 68642281

   

  Ms. ******, 

  Budget Truck Rental leadership team has reviewed your file therefore; our position remains unchanged. No further monetary compensation is approved. 

   

   

   

  Regards, 

   

  Customer Advocacy Response Coordinator 

   

   

  Customer response

  11/09/2024

  ****. Ill continue to escalate this. I do not accept your refund.

  Customer response

  11/12/2024

  Consumer

  Most Recent Message

  Date Sent: 11/9/2024 6:29:11 PM
  Okay. Ill continue to escalate this. I do not accept your refund.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 10/04/2024 I rented a truck from Budget- I tried to call them back because the truck was not changing gears correctly, and water was leaking in through the back cap onto me while driving, to make matters worse, I was pulled over in ******* and told to get the vehicle off the road due to the fact the lights where go off and on and that the vehicle could not be driven at night. Therefore, it cost me an additional ****** for a hotel. I have been trying to call budget on 10/4, 10/5, 10/6 & 10/7 but have gotten no returned phone call. I now look

  Business response

  10/22/2024

  BTR Case: 68639810
  Reservation No: 1808385642538
   
  Dear *** *******, 
   
  Regarding the BBB complaint case # ********, thank you for giving us the opportunity to address your concerns.
   
  Budget Truck Rental values the relationship that we have with our customers and strives to uphold the highest ethical standards. We apologize for any inconvenience caused by this matter.
  
  Upon reviewing the details of your complaint, our records show that you spoke with a supervisor on October 21 and mentioned disputing the charges with your card provider. At that time, you were informed that we could no longer discuss the matter with you, as it now a legal dispute.  There are restrictions on how to proceed. The dispute process is very specific and must be adhered to in the strictest sense.  
  
  If the dispute has been resolved, please provide us with a confirmation letter, and we will be happy to assist you further. Otherwise, we must wait for the dispute to be settled before proceeding. 
  
  Also, you mentioned that the truck gears were not changing correctly, water was leaking in through the rear cap onto me while driving, and you were pulled over because the lights were flickering off and on, preventing you from driving at night. However, there are no records of you contacting our emergency roadside service to report any of these issues with the truck. Due to this, the additional day charge of $132.91 is rendered correctly. 
  
  We truly regret that we are unable to further assist you in this matter. We hope the dispute is resolved quickly by your financial institution. 
  
  Sincerely,
   
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Business response

  10/22/2024

  The correct BBB case number is ********

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a truck to haul all of my daughter and mine belongings from ******** to ********. As it was just my 13 yr and myself I had to drive the rental truck to Kentucky unload and return the vehicle in ******** where I would be picking up my vehicle. On my way to ******** the check engine light came on so I pulled over and tried to contact roadside assistance. I tried calling several times but the lines seems to be down. I was able to reach customer service and they said they have nothing to do with vehicle issues and the only thing they could tell me was to keep calling. After already losing almost 2 hours we decided to continue on,the only issue so far was that I couldn't go past 55mph with the truck shuddering vibrating extremely. We were about an hour away from the drop off destination and the truck started acting oddly, jerking and jumping when I tried to accelerate, it had a weird smell and could barely get it past 45mph which took a very long time to get to even that. With no luck I had tried calling the roadside assistance again but since we had already lost several hours due to the issues we knew it was a bad idea to stop and wait when we had no idea how long it'd take to finally contact them. I was finally able to reach them the next morning and they said they'd send for a tow but my belongings that were supposed to go to a storage unit were still on the truck, I had no vehicle due to nor being able to get back to ******** and had asked for a replacement. They said no. I had a medical emergency and was in bed for the remainder of the next day, the following day the truck was gone with my belongings still on it, that is now Saturday and the place it was supposed to wed to doesn't open until Monday. And now I have to pay at least $60 to get to a car rental place and $200 for the car to get back to ******** for my vehicle and try and figure out how to get my property if they even give it to me

  Business response

  10/23/2024

  Budget Case: 68637142
  Budget Rental: 180836106810
  
  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 the notes from your case. We have contacted the Operation Manager over this rental location to investigate this matter further. When we have received a response from their office we will advise you accordingly. 
  
  We apologize for the inconvenience this has caused and we appreciate your patience during our investigation. 
  
  Sincerely,
  
  Customer Advocacy Response Coordinator 
  Escalation Team
  Avis Budget Group

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To begin with *****, the manager guaranteed we were getting a cargo van as Im an elderly woman and could not drive a big truck. When we got there they said it would only be a 12' box truck because they reserve all their cargo vans for Amazon delivery only. ************** Then I was not allowed to drive off the lot without purchasing a commercial insurance policy, almost $300. Both deceitful and fraudulent. When I couldn't drive to ******* because of hurricane ****** I returned the truck the next day, filled the fuel tank, it cost $7.00. Then ***** said to give her my credit card so she could refund the truck. The amount of the refund equaled the total amount that I paid. I commented,"wow, I'm getting all my money back minus the fuel, is it because of the hurricane? What's that called?" to which ***** replied "an act of God!!So I left and vowed to return when it's safe to travel back to *******. After I left I saw a charge on my credit card in the amount of $530 for damage to the truck, fuel charges,"roadside safety net" plus tax of course. It's been taken care of but never should have happened.

  Business response

  10/20/2024

  BBB #: ********
  Case: 68583065
  
  Dear ******* *****, 
  
  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 have checked our records and was only able to locate a charge of $109.20 for 1 day of rental. If you are seeing a higher charge please provide a copy of your credit/debit statement showing the charge in question for us to review. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I picked up the vehicle on 10/5/2024 approx 0830 from *********************************. The vehicle smelled of cannabis and was dirty inside and out. Sand everywhere and muddy. There were no other trucks available. After reaching my destination I opened the passenger door to place some items on the passenger seat and there were 100s of baby spiders coming from the vents and under the floor board. I am allergic to insect bites. Although I was not bitten this could of been a serious situation. I returned the rental truck the same day with only a refund of the insurance I purchased. The agent at the counter told me I had to call customer service. I have attempted multiple times but only to be placed on hold. I would like a refund on this rental. My Res# ********US0 at PIE

  Business response

  10/17/2024

  BBB #: ********
  Case: 68518036
  
  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.
  
  We are incredibly sorry for the experience you had and the stated condition of the vehicle that you received. Although we realize that we cannot make up for a disappointing experience such as this, our records show that the rental location has already discounted the rental. Please note that as the vehicle was used an more than 100 miles were driven we do feel that the vehicle did have value and therefore would not issue a full refund. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had rented a truck on Oct 3rd, but had told the business that I could not make it on time, and would like to cancel it. They said this was fine, I could cancel it, and I would not be charged anything, but I was charged $150 to my account that could not be refunded after contacting customer service.

  Business response

  10/17/2024

  BBB #: ********
  Case: 68523552
  
  Dear ******* *****, 
  
  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.
  
  Based on the details you provided we have refunded the no show fee of $150.00, 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

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a 16' moving truck from Budget Rental on 9-24. It was a one day rental. The pick up location gave us a 12' truck with no ramps or other moving equipment. I thought all moving trucks had moving equipment. He did not show me the inside of the truck or offer equipment. Me and my mover created a ramp and backed the truck up to the front porch, with the ramp going from the porch to the truck. It was a split in half 48" piece of 3/4" plywood. We began loading the truck and he fell of the ramp and injured his leg. I tried to call the drop off location for hours, during business hours and they did not pick up. I took my driver to the *** We came back and proceeded to load the truck. I was to transport my dogs in my car, following the truck from ******, ** (pick up location for the truck) to ************, **. We couldn't stop. It got dark. My driver couldn't see well at all & it turns out that there were headlights out in the truck. This caused us to be even later. We finally made it to the storage locker but was late again there because the driver had to go much slower due to the head lights going out. This caused us to be locked into the storage facility and we had to call the police to let us out. Again, the headlight outage slowed us down hours. No ramps caused us hours of time. We dropped the truck off on 9-25. Budget Truck has now charged us an extra day plus other junk fees because they claim we didn't drop the truck off on 9-25. They have taken $383.32 from our bank accounts for a ********************** with faulty and dangerous equipment, that caused us to be late in the first place. They did not send me a bill via email, call me or give me any notification that they were taking it out of my bank account. The first charge was paid in advance. The 2nd charge of $239.66 was taken out without my knowledge or consent. They took the money out of my account on 9-28-24 and gave me a bill after I complained on 10-1-24. I didn't have a chance to dispute the bill before they took it.

  Business response

  10/08/2024

  Budget Case ID#********
  
  In regards to the aforementioned BBB complaint case ID# ********* 
  
  Thank you for contacting us concerning your experience with our Budget rental location. Budget is a company that is actively interested in and committed to providing the best all-around service for its customers. It is distressing to receive a report of this nature and to learn that you have found some aspect of your experience with Budget to be less than satisfactory. 
  
  Constructive criticism is appreciated, and you may be assured that this matter is not being dismissed with my reply to you. A copy of your report has been forwarded to our senior management team to advise of your feedback. We appreciate your taking the time to make this report to us, you have helped in a continuing effort to provide you, and all Budget customers with the service you expect and deserve. 
  
  After reviewing the details of the complaint. Customers were originally offered $35.00 off the open charges of $143.46 and half off the close charges of $239.66, which totaled $118.50 + $35.00 total offer was $153.50.
  
  The credit card of Ms. ****** was charged for the closed end charges of $239.66, and the credit of $153.50 was refunded to the credit card of Ms. ******* The *** intervened and approved a full refund of the $239.66 closed charges, so $86.16 remains due on Ms. ******** card ending 3935. A additional refund of $86.16 in order to make, total reimbursement amount of $239.66. 
  
  Once again, please accept our sincere apologies for any inconvenience this matter has caused you.
  
  Sincerely, 
  
  Customer Advocacy Response Coordinator 
  Escalation Team
  Avis Budget Group

  Customer response

  10/08/2024

  I am rejecting this response because: I recently came to the knowledge that my account was hacked by employees at ****. They only way they got the $239.66 was to override or hack or the exact term a ************************************* banking used when I initially called was FORCED TRANSACTION. It takes 2 people to make a successful hack into a persons banking account, so the ************** banking has definite breaches of their security. I have addressed this with the ****. These people are scurrilous at best. Liars. When I see the money go into my ************** Banking account I will believe them. I will not let off of this until full justice is served. I got no notification on my phone when they over drafted my account. Current didn't even know they had done until I called. I spent 3 days and nights solid pursuing justice. I left behind thousands of dollars in family heirlooms, and important belongings because of them. This stressed me out to the point I got rashes. I just now today found a program here that will help me stay in the hotel room I had to rent but it is too late. Check out time is tomorrow at 11:00 AM. I will now be homeless and these heartless, greedy, incompetent, monsters stole my time, my money, the job I was going to take, but can't now because I will be homeless. They set me back 3 weeks. I was making progress pulling myself up. They stole that. Their employees are trained well in their collection practices, to override, find banking vulnerabilities to FORCE people to pay what Budget thinks they owe when they deliver below standard trucks. They seized my bank account when they over drew it. They stole my agency. My ability to survive. I am hungry right now. My dogs got the last of the meat in the house. They barely p*** because they don't eat enough. All I have is the $153.50 and after the $98.25 payment that my friend accidentally sent to this bank account, I netted $14.12. That is my bank balance. Where is the rest of the money. I will drop this when they actually keep their word because so far all they have done is lie. I will come back on here and let you know if and when I get that money. Offer not accepted. Words not accepted.

  Business response

  10/09/2024

  Budget Case ID#********
  
  Thank you for your reply, and we do apologize for any frustration that this has caused you.
  
  We have noted your additional comments under case ********, while we understand you may not agree with our findings we do feel that the adjustments that have been issued are fair and reasonable and have declined any additional adjustments on your rental. 
  
  Thank you for allowing us to assist you, we have closed your case. 
  
  Sincerely, 
  
  Customer Advocacy Response Coordinator 
  Escalation Team
  Avis Budget Group

  Customer response

  10/09/2024

  I am rejecting this response because:   I still do not have the last $86.16 that you promised. I will continue to reject this answer until you complete the full refund. No you do not understand my angst. You are not the one that has been harmed.

  .

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 16, 2023, we rented a truck from **** Budget to help our daughter settle into her new life in ***********. After staying overnight at a hotel, we went to a dealership to purchase a car for her. After checking out a few options, we returned to the rental truck to head to another location, only to discover that one of the tires had gone flat. With the dealership's help, we replaced the flat tire with a spare and immediately returned to **** to inform them. They gave us a replacement truck.On June 18, 2023, **** emailed me a photo of the truck with the spare tire and stated that if we were financially responsible for the issue, we would be contacted in the future. Since we didnt receive any further communication, we assumed the matter was resolved.However, at the end of May 2024nearly a year laterwe suddenly received a letter from *********************** a debt collector, demanding over $1,503, including additional damages we had no knowledge of. We contacted **** countless times and sent three letters to ********************** via priority mail, all of which were ********** protect ourselves from potential issues like this, we always take photos and videos of rental cars before and after use, but since more than a year had passed, we thought the matter was closed and deleted the evidence. If **** had contacted us immediately, I could have resolved this issue with no problem, as my credit card has primary coverage for rental cars. **** had all of my contact information, including my email and phone number, yet they waited over a year to inform us, and now they are acting unfairly.This situation is unacceptable, and it is damaging the credit and well-being of responsible citizens like us. We have been subjected to tremendous stress and emotional distress as a result of this unjust treatment. We kindly ask for your assistance in resolving this ********** will notice that the first one the **** sent is different from the one sent later by ******.

  Business response

  10/08/2024

  Budget Case: 64942824
  Budget Rental: 642601584
  
  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 the notes from your case. We have contacted the ************************** to investigate this matter further. When we have received a response from their office we will advise you accordingly. 
  
  We apologize for the inconvenience this has caused and we appreciate your patience during our investigation. 
  
  Sincerely,
  
  Customer Advocacy Response Coordinator 
  Escalation Team
  Avis Budget Group

  Business response

  10/09/2024

  Budget Case: 64942824
  Budget Rental: 642601584

  Thank you for your patience during our investigation.
  
  We have received a reply from our Claims Manager. Based upon the information you provided and the findings of our internal investigation, the claim has been stopped.  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 

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reservation #: ************* Pick up: 9/28/2024 @ Budget of ************** ********************************************* Dealer # ****** Return: 10/07/2024 @ Budget Trucks ************************************ Dealer # ****** We rented a 26' box truck and a car hauler trailer to move to the other side of the country. On the day of our pickup we were informed that Budget was not able to get the trailer moved down to our pickup location in time, but that the truck was ready and we could pick up the trailer in a few days. We agreed as it would take us a couple of days to pack up the truck anyways. After packing the truck and returning to pick up the trailer we found that the truck was missing the adapter for the trailer lights. Luckily we were able to swap an adapter from one of the smaller trucks on the lot. We then noticed that the trailer was missing one of the over the tire tie down straps. We had to wait over an hour for a new one to be brought from their maintenance center. During this time the lady working the desk, we'll call her M, was absolutely wonderful, she remained calm, helped us keep calm and help work through the issue, she stayed with us well after the office had closed waiting for the replacement strap, she was the only good aspect of this whole experience.But the issues continued the next day. Finally getting on the road we noticed the alignment was off, with the truck driving straight with the steering wheel at ~30 off center. Then the ** stopped working after ~20 minutes of driving. The *** and traction control lights came on, and we found out the truck shakes violently when driven above 50mph. These issues were entirely avoidable had proper maintenance practices been carried out. No way your drivers didn't notice some of these issues when bringing the truck to our pickup *********** the time of writing this (9:02pm EDT 10/01/2024) we are still waiting for a mobile technician to come inspect the truck. Our incident # is *******.

  Business response

  10/05/2024

  BBB #: 22367691
  Case: 68208898
  
  Dear Mr./Ms. Veirs, 
  
  In regards to the aforementioned BBB complaint case# 22367691, 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 you still have the truck, we apologize but we are not able to review or modify any billing until the rental has been completed. However, we do show that our Customer Service Team has advised you that once the rental is completed to please provide your receipts for out of pocket expenses and we will be happy to review them for possible compensation. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a Budget truck rental for 24 hours and was told to go to another location than I originally had booked as they did not have the truck at the original location in ***************** I had booked. I was told to go to the above address provided to get the 16' foot truck for what I was renting for 24 hours. When I arrived to the location which was 40 minutes away, they STILL did not have the truck I rented as they "didn't have the keys for it but it was in the parking lot". This is where I should have just left but instead I was provided a different truck as I was moving and was on a strict t timelines so paid for a 24 hour rental for a budget truck that was 12' feet. I returned the truck in the same condition BUT to the original location in ***************** that had I had spoke to a manager and said I could drop it there as they had a dropbox. The worker at the register who rented me the 12' foot truck at *************************************** was trying to tell me to leave the truck OUTSIDE of a fenced area in a location that has high crime and to put the key underneath a CONE TO HIDE IT!! This was not comfortable for me so I returned the truck EARLY at a safe location with a drop off that I had originally discussed. This is where they decided to then overcharge me for 7 days of rental service. The owner had even called me and said that I would just be charged 1 day and would contact me with more information which I never received any email, receipt, or sign off on the final amount I was charged. They run a shady business and are doing this to other people if you look at their reviews. This is not fair practice and they have not provided me any itemized billing that I agreed to before charging this amount until I saw this on my American expressed card. I have filed a dispute with **** as well.Rental service was 07 Sept 2024 - 08 Sept 2024.

  Customer response

  10/16/2024

  Hello, 
  
  I was reaching out to follow up and send more information that was requested about my claim.
  
  
  Reservation Number: 1808252175715
  Renter's Name: Daniel Valdes
  Rental Location: I was told I had to go to a separate location after making a reservation and this is where the problems started. The main location at fault here is as follows, Address: 11829 S Orange Blossom Trl, Orlando, FL 32837
  Exact Date/Year of Rental: Saturday, Sept 07 - Sunday Sept 08. I was then charged for 1 week which is the main issue. I only used the truck for 1 day and returned as originally discussed to the location on the reserveration I had started with as they were telling me to leave the truck outside of an unsecure area with no drop box and to hide the key underneath a cone. I decided to drop the truck off at a location in Altamonte springs (1450 E Altamonte Dr, Altamonte Springs, FL 32701) in which I had talked to the manager there and they accepted drop offs and said I could leave it there with tte drop box. This was a much safer option and what should have happened my first time.
  
  once again. I did not take the truck for a week. I did not get the truck I originally reserviced and was told to go to a different location to get that truck and still walked out with the wrong truck after driving 40 minutes to a different spot. I returned the truck with full tank of gas at safe location as discussed originally and after. I did not damage the truck. I drove less than 50 miles with the truck. I did not receive and form of confirmation/email or authorization for the $600+ I was charged. The manager of the S Orange Blossom Trail location called me on Tuesday, Sept 10th and said that he would follow up once this was settled and I explained the situation to him. All to then just be charged a week... This is a scam and I want my money back at this point in a full refund. I have no further documentation to provide and the itemized invoice I have seen on their end which was provided by American Express was inaccurate and overcharged. That is the only time I have seen the end price and on my account. 

  Business response

  10/16/2024

  Case Budget: 68487552
  Reservation No: 18082-5217-5715
  
  Regarding the aforementioned BBB Complaint ID: 22363735, thank you for allowing us 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.
  
  Based on the information, you provided and the findings of our internal investigation, we have refunded the overpayment of $518.89 to the card on file. 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 action.
  
  Thank you for allowing us to be of assistance to you.
  
  Sincerely,
  
  Avis Budget Group

  Business response

  10/16/2024

  Case Budget: 68487552
  Reservation No: 18082-5217-5715
  
  Thank you for your reply, and we do apologize for any frustration that this has caused you.
  
  While we understand you have a requested a full refund this request has been denied. We have refunded the disputed charges in full however, the charges for the actual rental would remain. We have noted your additional comments under case 68487552 and have closed your case. 
  
  Thank you for allowing us to be of assistance to you.
  
  Sincerely,
  
  Avis Budget Group
  Response Coordinator

  Customer response

  10/16/2024

  I have reviewed the business’ response and accept this resolution. This is more than fair along with the terms that was originally agreed upon and I appreciate the quick follow up to get this resolved. 

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