ComplaintsforBudget Truck Rental

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Reservation dates - 8/18/2024 8/22/2024 Paid Budget Truck Rental - $960.77 Extra out-of-pocket costs due to truck breakdown - $1457 I reserved a 16' truck for a 725-mile move from *****, ** to ********, **. After 30 min of driving, the truck started acting weird and not going over 50 mph so we stopped at a gas station. Thinking it was just the weight of the load we were hauling, decided to fill up & continue driving. After 5 min, the ac stopped working, truck wouldn't go over 15 mph, then broke down. Called Budget Roadside Assistance. A technician finally came, ran diagnostics, and confirmed there were 14 error messages, including the truck running on 4 cylinders instead of 8. I took screenshots of the missed inspection at ******* miles and the odometer. We received the truck with *******. He said we would have to wait for a tow truck and left. We then waited on the side of the interstate in the ******* heat for 10 hours with 2 dogs, no ac, and traffic moving at 80 mph 5 ft away. Truck was towed to a hotel 45 min in the wrong direction & was told we had to wait for a replacement ******************************************* truck (less than 1/2 tank full) was found next afternoon & a moving crew transferred our load. Still having to drive 9 hours and already 6 pm, we had to book another night. Finally reached destination on 8/20/24, only to be told we still had to fill up this truck & return by Friday. We lost 2 days & were exhausted, but Budget didn't consider that. After several emails, phone calls, and promised callbacks (did not get 1 call back from Budget), here I am. After sitting on the side of the road for 10 hours in the sun without ac, water, food, my dad missing 2 days of work totaling $384, $353 wasted on fuel, $301.51 hotel fees, $85 cooler w/ $500 food now trash, Budget only offered to reimburse hotel costs & extra fuel charges. This is not OK. Brochure advertises "Reliable, easy-to-drive trucks". I think NOT. My family's safety was put at risk.

  Business response

  10/02/2024

  BBB Complaint ID: ********
  
  Budget Case: 67518606
  
  
  
  Dear ************************************** Budget Truck we are disappointed to learn whenever a customer has found some aspect of their ********************** experience unsatisfactory. Feedback such as yours enable us to target areas of improvement. 
  
  Upon receipt of the communication a review of the customer service file was conducted. In an effort to demonstrate our apologies for the inconveniences caused during the hire. We are offering a total monetary credit $650.00 to the card account billed for the rental. 
  
  Although we are unable to approve the requested compensation we deem this gesture fair and reasonable.  We await your approval before proceeding with processing a monetary credit. 
  
  
  
  
  
  Regards,

  Customer response

  10/04/2024

  I have reviewed the business response and accept this resolution. 

  Customer response

  10/21/2024

  *****, we clicked on the "accept" $650.00 credit  from budget truck rental on about 10-5-2024. and have not heard anything or received and credit as of today 10-21-24. 

   

  please advise as to what steps are needed to receive said credit,

  ****** *******, ****** *******

   

  Business response

  10/22/2024

  BBB Complaint ID: ********
  ********************** Case: 67518606
  
  Dear ***************************************** you for your reply, and we do apologize for any frustration that this has caused you
  
  We have processed the promised credit, please allow up to 10 business days for the refund to post. 
  
  Thank you for allowing us to assist you. 
  
  Regards,
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  10/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a budget truck sept 16 from ******* and drove it to *******. I dropped it off in ******* at *********, **************************************** on Sept 20three days early with a full tank of gas. I just got charged $53.20 for not having filled it and this isnt correct. No one is helping me. The customer care people have not been helpfu . I called to find out why and he said it wasnt full on top of it he was so combative and rude. When we dropped the vehicle off there was no check with us or anything. He just said we were fine and now I get this charge today. I have a record of the gas we bought and I took a picture of the gas tank. I want my money back because we spent $80 extra dollars to make sure that tank was filled. Also this guy should be fired for the way he talks to customers. He is a rude scammer. I want my money back now for this scam transaction. I am news media and happy to report this to the news also because he shouldnt be erroneously charging people when they already paid. I want my money back

  Business response

  09/28/2024

  BBB #: ********
  Case: 67855199
  
  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.
  
  Our records show that our **************** Team has already refunded the fuel charge on your rental. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a 16ft truck from Budget Rental on Sep.2 to move stuff from our storage unit on Sep.14, a 3-hour drive from where I was to the truck's location. The day before the move after 3 in the afternoon I got a call from the location saying that the only truck they had was a 12ft truck. The person from the ************ location where I was to pick the truck up said that there was nothing they could do to help me and that I would have to call the 1800 number to make other arrangements. I called Budget Rental right away to get a new truck for the next day. The representative on the call was ****. **** booked me a new truck for the next day at a different location with no discount for the inconvenience. I hung up with **** and noticed that the rental cost more than the first rental that I had so I called back to have the price adjusted. This time I talked to Abrah who didn't want to change the price to the same price that I had before. After going back and forward and asking to speak with a manager he changed the price but not before he told me that he was giving me a discount already which the discount cam from my spouse's military benefit. I hung up the call thinking that the worst was over just to get up early the next morning drive 3 hours get 20 minutes from the location just to get another call that the truck had been canceled again. I had to call back into the number to see about getting another truck. Now the location has changed again and still no discount or even an I'm sorry this has happened to you honestly the attitude from the representative was very snarky. I booked the new truck and went to the new location the representative at the new location stated that I would not have to pay the $150 holding fee. I picked the truck up and completed my move I dropped the truck off the next day (a day early) just to see on my bank statement that Budget Rental tried to withdraw $150 from my account on the 16th of the month after the truck had already been returned.

  Customer response

  09/27/2024

  Reservation Number: 0891048894759
  Renter's Name: ******* ********
  Rental Location:

  Pick Up Location: ***** ********* Commerce ********, NC 28105 

  Drop Off Location: *********************************

  Exact Date/Year of Rental: 

  Pick Up: 9/14/2024

  Drop Off: 9/16/2024

  Business response

  09/27/2024

  BTR Case: 68011009
  Reservation No: 08910-4889-4759
  
  Dear ******* ********, 
  
  Thank you for contacting our Budget Truck **************** by way of your local Better Business Bureau. We appreciate you taking the time to bring your rental experience to our attention; reports such as yours are most appreciated since they help us target and correct areas of our service that might be improved.
  
  We sincerely apologize for the overall experience you had with Budget Truck Rental, particularly regarding the miscommunication surrounding your truck reservation and the size of the truck. We understand how frustrating this situation must have been. 
  
  You mentioned in your complaint that you noticed an attempt to withdraw $150 from your account on September 16, after you returned the truck. Unfortunately, we do not see any such transaction on our end. To help us investigate further, could you kindly provide us with a copy of your bank statement where this withdrawal attempt is reflected?
  
  We apologize for any inconvenience and look forward to hearing from you. 
  
  
  Sincerely, 
  
  Avis Budget Group, ***********************************

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Booked a 1 way 16' moving truck from ******** to ******************! Picked up the moving truck 08/27/2024 Truck seemed to look ok and we were reassured it was all checked over! We started driving 08/28/2024. In About ****** NY the check engine light came on we called the road side assistance and they said just keep driving no problem! Attached pics you'll see the condition of the truck plus the cracked windshield which will come into this complaint later in our driving! The truck also had a tremendous pull to the left, which made it a nightmare to drive, always constantly man handling the steering wheel. We hit a rain storm from ********** all the way to ************ ************** where our cracked windshield comes in, my brother in law and sister were driving the truck and were soaked from the leaky windshield and cab! When i say soaked i'm not kidding they were drenched!!! Remember we were told don't worry just keep driving. As you'll see from the pics cig *****, dirty, fire extinguisher rolling around in cab of truck! Not safe for my family to be driving but we were told 'ALL' checked over and is safe for your drive. We reached ******* emptied the truck and as we got near the back of the truck we seen a few pieces of furniture that had water damage from the drive down through the rain storm from ********** all the way to ************ **************. Sept 3/2024 dropped it off to Budget truck rental of Largo told him all about our problems he said he wasn't responsible for these complaints call the customer assistance and he said go bye. totally washing his hands of this and not even wanting to look at the truck ,pics of damage or anything! I next called customer service and they keep saying sorry but no compensation for all of these problems! I keep asking for a supervisor finally after 2hrs on phone I get 1 and they offered me 20% off of price which is equivalent to $190 refund. including damaged furniture! totally unacceptable. Thank you *** ******

  Customer response

  09/30/2024

  Reservation: #0891048791326

  Renters Name: Daniel Keller

  Rental Location: pick up from 722 East State St Olean NY 14760 Drop off Location 6805 Ulmerton Rd Largo FL 33771

  Exact Date/year of rental: August 27/2024 drop off date Wednesday September 4/2024

   

  Business response

  10/01/2024

  BBB# 22329872

  Budget case # 68099740

  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.  We have contacted the Operations Manager to investigate the issues you raised further.  When we have received a response from their office we will advise you of the resolution.  We apologize for the inconvenience this has caused.  We appreciate your patience during this process.
  

  Thank you for giving us the opportunity to be of assistance to you.

  Sincerely,

  Budget Response Coordinator 

  Customer response

  10/02/2024

  ok ill wait for there response Thank you Dan Keller

  Customer response

  10/02/2024

  I have reviewed the business’ response and accept this resolution. Waiting for their  Response.

  Business response

  10/04/2024

  BBB# 22329872
  Budget case # 68099740

  Thank you for your patience during our investigation.

  We have received a response from the Operations Manager.  We apologize for the issues you had with the truck you were assigned.  A copy of the report has been sent to the appropriate manager for corrective actions.   Our records indicates that a credit of $205.75 was issued to your Visa card.  We believe this to be fair and reasonable compensation for the experience you encountered. 

  Thank you for giving us the opportunity to address your concern. 

  Sincerely,

  Budget Response Coordinator 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  placed this order for a truck and it was too far to obtain.Within 10 minutes I called to cancel the reservation and was told by the agent that I will be charged $150, and I told her the reservation was made within 10 minutes. She kept repeating the same and offering other options and I explained to her that I no longer needed the truck since I got an available truck at another location.I then asked to speak with a supervisor and was placed on hold. The agent came back shortly and advised the reservation was cancelled and I wouldn't be charged and on 08/19/2024. My account was charged $150 and this is unacceptable. Agents like the one who lied to me and was dishonest should not be working there. I never received a cancelation confirmation email.I called back again that night to get an update because the email of the cancelation was never received. The male agent said he would resend the email and to this day, it has not been received yet. I called again on 08/19 and still unable to get a supervisor or the email confirmation. I would be reporting this matter because transparency is not good and creates unnecessary problems for a customer. I called back a few times to speak with a supervisor regarding the incident, especially despite the caller adding no fee will be charged but it was charged to my account. The agents are making it hard and refuse to get a supervisor on the phone to resolve or rectify a situation. I would like my money refunded to my card.

  Business response

  09/11/2024

  This complaint will be forwarded to Customer Support for **********************. The individual location doesn't handle the making or cancelation of reservations.

  Business response

  09/24/2024

  BBB #: ********
  Case: 67910748
  
  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 do not show that a cancelation fee was billed. Please provide a copy of your credit/debit card statement showing the charge in question for us to review this additionally. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  09/25/2024

  This is bank statement. 

  Business response

  09/26/2024

  BBB #: 22168707
  Case: 67910748
  
  Dear ******* ******, 
  
  Thank you for your reply, and we do apologize for any frustration that this has caused you.
  
  Based on the screen shot provided we were able to locate the charge in question and have processed a refund for the no show fee. Please allow up to 10 business days for this refund to post. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a moving truck from Budget on April 17th, 2024 from ********* Fl. I returned the truck to a different location in *********, ***on April 21, 2024. During the drive here to ************** my niece was riding with me and we ran into a storm. The front cab of the truck started pouring water from the area near the back window. We didnt notice the entire area was duck taped together with black tape when I initially picked up the vehicle. They were aware of this and tried to fix it and that obviously didnt work! We were soaked as well as all of our personal belongings. It was a very uncomfortable ride with water pouring in over our heads. When I returned the vehicle to the Budget location ( the next morning) I showed the employee what had happened. He apologized and said that he would make a note of the incident. He said he couldnt believe they ( Pensacola Budget) had left that truck go out in that condition and assured us that if we called customer service we should get a FULL refund. He also said with the damage to the vehicle with the large exposed area where it was leaking that they wouldnt put that truck back into the fleet to be rented again. I have called, emailed and disputed the charges with Budget and they only offered me a ***** credit. I dont think that is good at all consider what I had to endure and wash all of of my items that was in the cab. Im not asking for any monetary fees for those items, just for the rental cost itself. They could at least give that back to me. I disputed the charges on my credit card and they refused to take the charge away. They have been so unprofessional and I will never do any more business with them again. If you could please try and help me get my money back from them I would be so appreciative. Thank you! NOTE: I do have a video of the rain pouring in and I was trying to attach it. Please let me know where to send it. **********************,*********, ** ************ The reservation number was *************

  Business response

  09/11/2024

  Greetings,

  This complaint will be sent to Customer Support for ***********************. This transactions is not linked to the ******* location mention in the complaint.

  Customer response

  09/13/2024

  Hi, in my complaint I didnt mention anything about renting a truck from *******. I rented it from *********, ******* and returned it in *********, **. Im not sure what their response is about. 

  Business response

  09/22/2024

  BBB #: ********
  Case: 66862829
  
  Dear ******* House, 
  
  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, we have discounted 25% off the base rate of the truck, this is a total refund of $109.31. As you were able to complete the move and there were not calls into our Roadside or **************** Teams during the ********************** we do feel that the rental did have value and therefore would not issue a full refund. Please allow up to ************************************************************************* 9561.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  09/24/2024

  I am rejecting this response because:   I do not feel that giving me a 25% discount is adequate in the condition that you let your vehicle leave the lot. Not only was myself and my niece completely soaked, but my purse and all of the items that we had in the cab of the vehicle was sopping wet. There was actual water standing in the floor when the vehicle was returned to the lot the following morning. YOUR EMPLOYEE at the Budget location said he couldnt believe the condition of the truck. He said that the truck should never been rented in the first place. All Im asking is for a FULL REFUND! Not partial. Im not asking for money for my soaked items, along with all of the food that we purchased that was thrown away. Would you not expect a full return if you rented something that was duct taped and the vehicle that you rented had water pouring in on your head?  I was more than happy to pay for the truck rental I thought I was getting, but instead I rented a complete piece of junk that was falling apart and wasnt a safe vehicle whatsoever. I have spend wayyy too much of my time on this, and I will take it a step further if need be and get an attorney if I dont get a full refund. Im not trying to be difficult, but in reason. You are a huge company and Im sure that this refund isnt going to break you, and its not even the money that matters so much in this situation to me, its whats the right thing to do. And I think you would agree! So please refund me the full rental back. Thank you!

  ******** House 

  Business response

  09/26/2024

  BBB #: 22197534
  Case: 66862829
  
  Dear ******* House, 
  
  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 larger refund, this request has been denied. Our review found no calls into our **************** or Roadside Teams until the rental was completed. As we were not contacted we were never given the opportunity to repair or replace the truck and your rental was completed. Based on this we do feel that the previous offered adjustment is a fair and reasonable credit and have therefore declined your request for an additional refund. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  09/26/2024

  I am rejecting this response because:   Im sorry that I didnt call customer service or the help line. That wasnt something that I was really thinking about at the time water was being poured over my head. I was trying to get to my destination safely. This is beyond ridiculous and I will not stop telling this story. I will take this to the news station, instagram, tik tok, and every platform I can think of to show how terrible your customer service is. This is a very simple question. Whoever you are making these decisions. If you were in my situation would you be ok with a credit of ****** if this happened to you? Ask yourself that question? No you wouldnt!  Im not asking for my items replaced, ( that were soaked and ruined)  just the cost of renting a piece of c*** rental truck.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to ******* to empty out a storage unit and drive my stuff back to where I live now in ********. I made a budget truck rental reservation on the website without adding on any protection plans because I never use them and wanted to save money. I flew out to ******* with my mother, and the morning of, when I went to pick up my truck, they told me I had to purchase insurance for rental trucks or they wouldnt give me the keys. They couldnt care less that I didnt want the insurance/protection packages, but I had to buy something or no rental. I was pressed for time because the help I had was available for a short time, so I ended up purchasing the insurance, so I could get my stuff loaded up and go home. It didnt sit right with me, so when I got home, I scoured their website and the terms and conditions, and found nothing about being required to purchase insurance. I feel like I was scammed. I called Budgets customer service, and while they said it wasnt required to add insurance, they said because I didnt call while I was at the pick up site, there was nothing I could do because I already signed for everything, even though I only signed under duress. The woman who I talked to refused to transfer me higher up the chain, claiming she had no supervisor or anyone that she ever reports to. The price difference was $528.29 and I very much want it back because I felt forced to buy it.

  Business response

  09/19/2024

  BBB #: ********
  Case: 67824408
  
  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 contacted our Operations 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

  Business response

  09/21/2024

  BBB #: 22277804
  Case: 67824408
  
  Dear ******* *******, 
  
  Thank you for your patience in our investigation. It was relayed to us that while coverage is not presented as mandatory, our coverage was highly recommended. It was also of note that a ****************** Responsibility Form was offered, but was not completed due to a time constraint. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  09/25/2024

  I am rejecting this response because:   The response completely ignores the fact that the insurance/protection was presented to me at the time as mandatory when it was in fact not mandatory. If it had not been presented as mandatory, then I never would have agreed to it, and even at the time, I made it clear that I did not want it. The form mentioned in the response was never brought up to me at all, and the time restraint for not getting it signed is absolutely untrue as I was there for quite some time

  Business response

  09/25/2024

  BBB #: 22277804
  Case: 67824408
  
  Dear ******* *******, 
  
  Thank you for your reply, and we do apologize for any frustration that this has caused you. Our Operations Manager advised the coverage was not advised it was mandatory, they did advise that in order to decline the coverage you must fill out the ****************** Responsibility Form. It is our understanding that you declined to fill out this form, again the only way to decline the coverage is to fill out the form. 
  
  As you refused to fill out the form you had to either accept the coverage or decline the entire rental. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  09/26/2024

  I am rejecting this response because:   How many times and in how many ways do I have to explain that the coverage was described to me as mandatory when it was not? And that the personal financial responsibility form was never brought up to me at all, because I was told that I absolutely had to have coverage, or I would have to find a completely new rental at a completely new business? Why is this so hard to comprehend? Is the less than $600 that your company stole from me truly worth all this back and forth headache, as well as the bad word of mouth, and negative reviews from me for the poor customer service? I am not even asking for the whole rental to be refunded, just the coverage that I never wanted, and only felt forced to add on.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used the Budget rental website to reserve a truck. The website let me select a 2pm pickup in *******, MA and drop off in *******, **. I am driving to the location and I check the website at 1:45 to see when the store is open until because Im running late. The store closes at 2pm. I pull over and call the number listed and Im sent to a call center. I go through all the options and speak to someone. They say they know their website lets you select a time for pick up even though the store is closed. The woman tells me they cant hold the truck and let me pick it up tomorrow. She says I will get charged a fine over $100 for not picking up the truck. Though its not my fault. She can submit a form to ask if I can find another truck in another store and submit for a discounted price since I only need the truck for one day. She tries this, and after a 15 call she hangs up on me. THEN I call back and go through the process again. This person was so rude, laughing and yelling at me saying I was late and thats my fault. When she finally listened to what I was saying she tried submitting for a new truck again. She submits it. She then tells me Im expected to pay full price and AFTER I drop the car off I can call again and ask if theyll let me have some of my money back. That was another 20 minute call. I received an email saying I can pick up a van tomorrow but still pay full price. Their website has a huge flaw. They know about it. They dont care and act like its my fault, and I have to beg for my money back? This is wrong.

  Business response

  09/16/2024

  BBB #: ********
  Case: 67692946
  
  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.
  
  Our website does allow customer to booking during the open hours as the location closes at 2:00 PM you are able to book until 2:00 as the hours are listed on the booking page, however, it will not let you book once the location is closed. For example if you tried to book to pick up at 2:01 PM the system would not allow this booking. Additionally, our records show that your original reservation was booked from September 7th, to the 9th, 2024, and since you picked up the vehicle on September 8th, 2024, you did not return the vehicle until September 10th, 2024. So as the vehicle was kept for the full 2 days we would not issue any refunds back on this. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  09/17/2024

  I am rejecting this response because:   
  

  I returned the van on September 9th. There was no one there to process the paperwork. So you didnt process the paperwork until the 10th. That is not my fault. Again you listed a business as being open when it wasnt. 
  

  Your response is incorrect. The website gave me options to pick up the van until 9pm from that location, not taking into account the store closes at 2pm. Your website has a major flaw that affects customers negatively. I was told by your customer service agents on the phone that there was no guarantee Id get a van for the next day. Again, thats not my issue. Its not okay to tell me that Im lucky to get a van when its not my fault I was allowed to select a pick up time after the store closed. 

  Business response

  09/19/2024

  BBB #: 22254736
  Case: ********
  
  Dear ******* *******, 
  
  Thank you for your reply, and we do apologize for any frustration that this has caused you.
  
  We have documented your additional comments under case ********, but still show that no refund is owed. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Customer response

  09/19/2024

  I am rejecting this response because:   Your system is set up to inconvenience your customers and you dont care. That is wrong. Your website has a huge flaw and you dont care to fix it or make it right when it affects your customers negatively. I turned in the van after one daybut your company didnt process it until the next day. Its negligent to know your system does this want to not fix it. 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I picked up a Budget truck in ************** on 08/09/24 and it was not only filthy, but had transmission issues. I called and a customer service representative said theyd issue a discount at the end of my check out. The day of the return, no one was at the location nor answering the phone. When I was finally able to return the truck, they charged my card an hour later. Now after weeks of constantly calling, a customer service representative said they issue a refund. They have yet to issue a refund and I havent even asked about the discount they stated theyd issue for the truck not properly being ready at pickup! The refund should have been received at the latest, days ago. Now when I contact them, the calls keep conveniently dropping. Awful customer service.

  Customer response

  09/06/2024

  Reservation Number: 1808384681784
  Renter's Name: ****** ******
  Rental Location: ******************
  Exact Date/Year of Rental: Budget Truck

  Business response

  09/06/2024

  BBB# ********

  Budget case #  67285139

  Your file referenced above to the BBB has been forwarded to our office for review and reply.

  By way of explanation ABG takes pride in providing our clients with a seamless rental experience.  We apologize that your rental did not meet this standard. Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions.  Due to the inconvenience we discounted the rental.  A credit of $226.40 has been issued to the card associated with the rental.  The credit will post to the account within 5-7 days.  We hope that our actions will meet with your approval and you would consider using our service in the future. 
  

  Thank you for giving us the opportunity to address your concern.
  

  Sincerely.  

  Budget Response Coordinator 

  Customer response

  09/10/2024

  I am rejecting this response because:   I have been waiting over 5 weeks for a refund and you all have processed it 5 times now. My credit card isnt reflecting a refund has been issued.  Id like a refund issued as a check at this point. 

  Business response

  09/16/2024

  BBB# ********
  Budget case #  67285139
  
  Thank you for your reply, and we do apologize for any frustration that this has caused you. 
  
  After additional review our records show that the refund was issued as a check on August 19th, 2024, please note that checks do take ***** business days to be drafted, mailed, and received. Our records show that the check was mailed to the address below, as we are still within the ***** business days, we ask that you allow more time for the check to be received. 
  
  PO Box 29507
  *******************
  
  Thank you for giving us the opportunity to address your concern.
  
  Sincerely.  
  
  Budget Response Coordinator

  Customer response

  09/16/2024

  I am rejecting this response because:   you are lying and conflating issues. You all stated youd refund me $226.06 for charging my card an unauthorized fee and a refund of $226.46 for the bad experience. You all stated Id have received a refund in 5-7 days and I did not. Now youre stating a check was issued. One check for charging my card without my authorization has been sent, the additional refund of $226.46 has not. 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Confirmation #: ************* Pick up on 6/17/2024 from:********* Moving Equip ******************************************* Drop off on 6/20/2024:Route 80 **************** *************************************** On 6/17/2024 I was contacted by ************************ that they did not have the van that was reserved more than a month earlier. They canceled my reservation and made me a reservation at Penske trucks that cost me $118.04 more. They would not cover the additional cost. I contacted Budget customer service and on 6/22/24 they promised to pay the additional cost. I was told reimbursement would be received within ***** business days. Since then I have not received reimbursement. When I called budget to ask for status, at first they denied I was due a reimbursement, but then stated I was and that a check would be sent. No check has been received.

  Business response

  09/02/2024

  Complaint ID: ******** 

  Budget Case: 65804770

   

  Mr. Philip **********, 

  At Budget Truck rental any difficulties or problems encountered by a customer is a concern to us. Reports such as yours enable us to target areas of improvement. 

  Our records indicate on June 22, 2024 a check was submitted for processing. The check would've been mailed to your **********, ** address. We will contact our administration office about the status of the check. An update will be provided within the next five business days. 

  Your continued patience during this process is appreciated. 

   

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

  Business response

  09/03/2024

  Complaint ID: ******** 
  Budget Case: 65804770

  Thank you for your patience during our investigation. 

  We have received a response from the Operations Manager.  They have advised us that the original check we sent was stopped.  The new check was issued on August 22, 2024.   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.   
  
  Sincerely, 

  Budget 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. ↩