Complaints

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

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  Budget Rent-A-Car

  PO Box 690840 Tulsa, OK 74169

• 

  Budget Rent-A-Car

  Box 1418 Corner Caribou & Bear Streets Banff, AB T1L 1B3

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  Budget Rent-A-Car

  5905 104 St Edmonton, AB T6H 2K5

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  Budget Rent-A-Car

  91 Seneca Rd Sherwood Park, AB T8A 4G6

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  Budget Rent-A-Car

  10016 106 St Edmonton, AB T5J 1G1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle for my vacation to Arizona. I am a ****** customer and therefore went through them because I got a good deal on renting an Intermediate vehicle for $465.70. After getting to destination Mr ******** who helped with getting my vehicle fraudulently put answers on the agreement that are not true. I have a witness who is willing to testify under oath that I answered no to wanting any type of extra insurance on the vehicle. Long story short the vehicle had change oil and service soon on dash. The paperwork said I was driving a tour bus with different license plates, etc. The errors just keep going. I tried to fix it a local Budget Rental place and they said because I rented from airport I need to dispute it with them when I return the vehicle. They have given my a charge of $1025.55, $851.24, $639.95 when should have been charged $465.70 which is what the email says from ******. There many errors from Budget stating I was driving a different vehicle, on and on. I am willing to pay the $465.70 but no willing to pay anything more as they are charging me for things that I verbally didn't agree to but they told me to initial in places and I am thinking as I am being asked questions they are entering the information I am giving them. I have a dispute going between my credit card and Budget but I also want this to be known to others and I am being taken advantage of. Please let me know if you would like any additional information as I am willing to submit everything, showing the numerous errors on their part. I don't want anyone else to have to go through what I have with this company. Please let me know if you want additional information.

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 20, 2022/11/29) */ ***Document Attached*** Have attached original signed rental agreement to demonstrate that consumer had accepted and signed for Loss Damage Waiver and an upgrade when picking up their rental. I have also attached the amended final receipt that was sent to the customer to show a credit was completed. The location at time of return, as a courtesy removed the upgrade fee as consumer disputed it. Consumer also contacted Budget Customer Service on the second day of her rental to dispute the Loss Damage Waiver product she accepted. Per policy, she was asked to stop at an Avis location for the vehicle to be inspected and it could be removed - she refused to complete this task therefore the charges were deemed valid when disputed with her credit card as we have the signatures on file accepting the coverage product. As a one-time courtesy I have refunded the coverage item and emailed the customer to make them aware. Below is a copy of the email sent: From: ******, ****** Sent: Tuesday, November 29, XXXX X:XX PM To: '*********@GMAIL.COM' <*********@GMAIL.COM> Subject: Budget Rental Follow Up - XXXXXXXXX Good Evening Ms. ********, I am reaching out this evening in response to a Budget rental back in February where you had questioned the final cost of the rental. I do apologize for the extremely late email from me, but being newer to my position with Budget I am reviewing some notifications to ensure our customers such as yourself have been taken care of appropriately and had their issues resolved. I am sorry if there was any miscommunication at the time of rental where you had signed for and agreed to the upgrade and Loss Damage Waiver product, and this has been addressed with Senior Management for the PHX Budget location to review and address. I understand that the upgrade fee was removed, but initially the Loss Damage Waiver was upheld by Budget and the credit card due to the signed contract. After reviewing your case myself, as a courtesy I have credited back the cost for the Loss Damage Waiver this evening ($174.25), and this credit will post to your card in 3-4 business days. I have attached an updated e-receipt for your records. Again, please accept my apologies for this experience and for the delay in handling, and if there is anything I can o for you in the future, please do not hesitate to reach out. Sincerely, ****** ****** Senior Manager - Customer Advocacy *************@AvisBudget.com Avis Budget Zipcar Consumer Response /* (2000, 22, 2022/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am happy that the company finally recognized the wrongdoing and adjusted the amount. A little disappointed that the event took place Feb 2022 and it is now Dec 2022 to get it resolved. Unfortunately, nobody at headquarters that I had previously spoken to were able to just make the correction at the time it was reported. I had to speak with several individuals within the company. I appreciate that I will be refunded the correct amount, but unfortunately when a business treats a customer this way, many time this has already been told to friends/family who then tell friends/family.

• Initial Complaint

  Date:05/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second time I have been scammed by Budget Rental Car. There is no customer service line to address any issues or problems and their website does not allow for complaint resolution either. Today's issue is I returned the rental car before their desk was manned as I had a very early flight. I received a copy of my receipt via e-mail and it included a fuel charge. I filled the car up right before returning. I'd like the error corrected Rental Confirmation # ***********. My previous issue concerned being charged for insurance that I did authorize and the employees were very belligerent and would not reverse. Again, there was no customer service line to resolve the issue at that time. I will NEVER rent from them again now that I have been scammed twice.

  Business Response

  Date: 05/24/2022

  Business Response /* (1000, 5, 2022/05/04) */ In regard to the aforementioned BBB complaint case#: ********, thank you for allowing us 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 upon the information, you provided and the findings of our internal investigation, we have refunded the fuel fee billed on the rental. A credit of $31.76 has been issued to the **** account 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 actions. Thank you for allowing us to address your rental concerns. Sincerely, Avis Budget Group Response Coordinator

• Initial Complaint

  Date:05/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rental Agreement Number: ********* Vehicle Number: ******** Lost and Found Reference Number: ******** On Tuesday, February 1st, I rented a gray Hyundai Accent (rental agreement number: *********). I returned the rental on February 2nd at 5:55 PM. Upon returning the rental, I explained to the gate agent that the center console had a hole near the seating area. My Airpod case containing one of my AirPods slipped into the hole and was unretrievable from the vehicle. The receiving agent instructed me to fill out an incident report form (copy attached) at the main counter. The agent at the main counter informed me that I would be able to check the status online and also contact customer service. Upon contacting customer service the next day 6:17 AM. The customer service department had a hard time understanding the situation. I was transferred and directed to different departments. Eventually, I went on ******** to speak to someone that would be able to process the situation. An agent representative reach out on 2/8 and continued to direct me to contact customer service. After understanding the situation, he instructed me that they were unable to mail a check and I needed to provide a credit card for a refund. I explained to the agent that I used my corporate card, and this was a personal item. I was then instructed to provide a personal card to have the amount credited. They reversed the payment made by my corporate card and charged my personal card for the rental amount. I specifically instructed the agent not to do so. As of this moment, I have been charged the rental amount to my credit card and have not been credited the $200 for the lost items. The corporate card was charged on 2/2. I have included my personal credit card statement that shows a charge for the same amount. The total amount owed to me is $295.

  Business Response

  Date: 06/09/2022

  Business Response /* (1000, 5, 2022/05/04) */ In regards to the aforementioned BBB complaint Case ID# ********. We very much appreciate your taking the time to tell us about your recent experience. On behalf of our entire team, we sincerely apologize for the issue you had outlined in your complaint . What you experienced is unusual, and we are extremely disappointed that your rental experience with Budget did not measure up to your expectations. We are sincerely sorry for any inconvenience you experienced during your rental. We are working diligently to maintain our high service levels, and your feedback is valuable. By a copy of this report, I am advising appropriate members of management of this situation to help prevent any recurrences in the future. A refund in the amount of $200.00 has been applied to the ********** ending in ****. Please allow 3-5 business days for the processing of this refund to your account. Sincerely, Customer Advocacy Response Coordinator Escalation Team Avis Budget Group, Inc. Consumer Response /* (3000, 7, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The $200 credit has been received. However, there is still the matter of $95 that was charged to my personal credit card that needs to be refunded. The initial purchase of the rental was transacted through a company credit card that I was working for at the time. I did not consent to have that purchase transferred to my credit card. So at this time, I have not been made whole for this transaction. Business Response /* (4000, 9, 2022/05/12) */ Upon review of your rental details our records revealed that a refund of $95.17 was issued to the ********** ending in **** on March 13, 2022. Consumer Response /* (4200, 11, 2022/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is incorrect. That amount was refunded to the corporate card of the company that I no longer work with in that capacity. I have attached a copy of the charges and credits from Budget. The card you are referencing ends in ****. (Please see attached) Business Response /* (4000, 15, 2022/05/27) */ BBB #: ******** Case: ******** Dear Mr./Ms. ******, 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 apologize for any misunderstanding as all charges and credits must be issued on the same credit/debit card. The only way we were able to refund the ********** ending in **** was to have the rental billed to that card. If we move the rental charge to the ********** ending in ****, the credit will also be moved to that card. We would encourage you speak with the owner of the ********** ending **** to see if they can refund you for the rental paid as they were given a credit of March 13th 2022. Thank you for giving us the opportunity to be of assistance to you. Sincerely, Avis Budget Group Customer Advocacy Response Coordinator Consumer Response /* (4200, 17, 2022/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) That solution has been attempted. It doesn't make sense that you are unable to refund the card that you charged. This is not acceptable. As a fastbreak customer for 5 years, this is shocking. Thank you for responding to the complaint. However, this will stand as a negative complaint.

• Initial Complaint

  Date:05/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Budget Rent A Car is a terrible business that you will want to stay away and don't do any business with!! I bought a hotel plus rental car package through ********** on 4/1/2022 and everything was pre-paid for. When picked up the car at Budget, I was told there would be $293.30. I confirmed with the agent three times to make sure the withhold would be released after the car was returned. When I returned the car and asked the agent where could I find a gas station so I could refill the gas, about 12 gallons. The first and second agent both told me that my pre-paid already covered the gas and so I was all good to go. They told me that I could leave the car as it was. A couple of days after the car was returned, the charge went through. So I called Budget but Budget insisted that was the fee I had to pay. Budget refused to release the $293.30 withhold. About 25 days later, I received a letter from Budget and stated that there was animal hair in the car and so I had to pay another $450.00 for cleaning the car. Budget did not provide any proof to show me anything with the charge. I and my 12-year old were the only passengers during the trip. We didn't bring any pets with the trip, nor wore any clothes with fur. It was ridiculous to be accused for leaving animal hair in the car 25 days later. If this is not a scam then this must be a robbery. I planned to hire an attorney to fight with this case if Budget ignored my complaint at BBB. Letting everyone in the country know what kind of business conducts Budget Rent A Car is leading is going to prevent many others face the same situation. I can see there are so many victims with horrible experience with Budget like me. I am usher ********** didn't list out Budget as a rental car selection on there website so I didn't make the selection. I learned my lesson.

  Business Response

  Date: 06/07/2022

  Business Response /* (1000, 5, 2022/05/04) */ ******************************* Dear Mr./Ms. *****, 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 have reviewed our records and found at the time of rental you completed an upgrade from a midsize car to a standard SUV, the upgrade was an additional $29.00 per day. We also show that you accepted our Gas Service Option which allowed you to prepay for a full tank of fuel, the rate for the fuel was $122.18. Our records show that our Customer Service Team did split the fuel charge with as a gesture of good will on April 9th 2022, this was a total credit of $71.72. We have attached a copy of your Signed Rental Agreement showing the agreed charges. We have also attached a copy of the damage report showing pictures of the vehicle at the time of return which support the cleaning fee you have been charged of $450.00. However, in an effort to reflect your concerns and to promote positive customer relations we have adjusted 50% of the cleaning fee on your rental. A credit of $225.00 has been applied to the card on file, please allow up to 10 business days for this credit to post. Thank you for giving us the opportunity to be of assistance to you. Sincerely, Avis Budget Group Customer Advocacy Response Coordinator Consumer Response /* (3000, 7, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, Thank you for your response. I do not accept your solution. First, I did not request the upgrade. I simply took whatever kind of the car the agent gave me. As far as I know, rental car company usually doesn't give the car exactly as when customers reserved. The contract only stated a type of the car or similar. And also, sometimes due to the availability of the car, a free upgrade is very common. The truth here was that the agent did not tell me it was an upgrade and the charge was for the upgrade. She clearly told me the withhold would be released after the car was returned. I confirmed with her three times. If I was told that was an upgrade and I would have to pay for extra then I would have declined. It was only me and my daughter for this trip, we didn't need any upgrade. I didn't realize this was the trick to scam customers. Secondly, I do not accept to pay for 50% of the cleaning fee. The reason was simple. IT WAS NOT ME OR MY DAUGHTER WHO CAUSED THE ANIMAL HAIR. You can't accuse me for anything I didn't do and then pretend to show your mercy. You should go to find out who has caused the animal hair or if that was the even real. Again, I requested a proof showing the animal hair was caused by me or my daughter. Your report didn't support an evidence that the animal hair was caused by me or my daughter. It could be someone else, or even caused by your agent on purpose. At the time I returned the car and you accepted it, our contract has ended. You should have exams the car when I returned and we could verify whatever issues have occurred. And our contract should have ended at the time I returned the car. My responsibility ended at the time I returned the car and you accepted it. Please refund me the full amount of $450. That will be the only solution I believe is correct. Business Response /* (4000, 9, 2022/05/09) */ ******************************* Dear Mr./Ms. *****, 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. As you are aware the signed rental agreement shows the upgrade cost were noted on the contract, the additional cost is included in the estimated total, and we show the renter's signature appears in acceptance of these terms. We are disappointed that you feel you were manipulated into signing for these items. Although we do not doubt your veracity, our decisions are based on the facts at hand. The Rental Agreement was signed and a larger vehicle was provided. Because of this we are unable to remove the full cost of the upgrade. As a gesture of good will, we will gladly split the cost of the upgrade fees this an additional credit of $70.56. Please allow up to 10 business days for this credit to post. While we understand you do not agree with our findings on the cleaning fee, we were not able to find any record of the animal hair being pre-existing. The pictures we previously provided you do show at the time of return that their was animal hair throughout the vehicle. Based on this we do feel that the previously issued credit of 50% is fair and reasonable and no additional credits are warranted. Thank you for giving us the opportunity to be of assistance to you, we have closed your case. Sincerely, Avis Budget Group Customer Advocacy Response Coordinator Consumer Response /* (4200, 11, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The pictures of hair didn't prove the animal hair was caused by me. Again, it was only me and my daughter during this trip, there were no pets involved at all!