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

  2000 Airport Road Airport Terminal Calgary, AB T3E 6W5

• 

  Budget Rent-A-Car

  5404 Dalton Drive NW Calgary, AB T3A 2C3

• 

  Budget Rent-A-Car

  140 - 6 Avenue SE Calgary, AB T2G 0G2

• 

  Budget Rent-A-Car

  15180 Bannister Road SE Calgary, AB T2X 1Z5

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:03/13/2025

  Type:Service or Repair 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.

  I reserved a car in *******, ** one way to drive home, Confirmation # ********US0. I picked up the vehicle at 8:07am and drove to ********* that day with intentions of returning the vehicle the next morning by 8:00am, however the Budget office located in the ******************************** (very small airport) did not open until 9:00am. I was there waiting to return the car when they opened. Upon completing the process and receiving my receipt, I noticed I was charged for an extra hour at the rate of $50.25 for a late return. I questioned the charge and the lady told me they only check vehicles in and out and that I would have to contact customer support and handed me a ********************** advertiser with the number on it. I called the number provided and the agent on the other end told me the charge would not be removed because her system was showing the location to open at 8:00am. I googled the location and it clearly states opening at 9:00am and asked her to do the same. She was not accommodating and simply stated the charge would not be removed. I then asked to speak to a supervisor and she responded that she would have to first transfer me to another level of customer care and then placed me on hold. I was on hold for 57 minutes when I decided to hang up and try again. On the second call, I was placed on a call back que and have yet to receive that call. All of this after having reserved a vehicle with Budget to get to Orlando Conformation Number 18255627US5. I reserved a luxury SUV and when I arrived to pickup the vehicle was told by the Budget attendant my options were a Camaro or charger with no option of upgrade or rate adjustment. TERRIBLE TERRIBLE customer service. I would like a refund of the hourly charge at a minimum and will NOT be renting from this company again.

  Business Response

  Date: 03/13/2025

  BBB #: ********
  Case: 71056493
  
  Dear ******* *******, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Budget values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Our records show that your reservation was booked to return the vehicle back on March 11th, 2025, at 11:00 AM, with an estimated total of $145.96. As the locations posted hours state that the location does not open until 9:00 AM, we will not allow customers to book a return earlier than 9:00 AM. As we do bill in 24 hour periods and the rental was picked up at 8:00 AM you would be billed for an hourly rate for the extra day to return at 9:00 AM. Our review shows that you were billed $128.63 which is less than you estimated total. We do offer a 29 minute ***** period but once your outside of that ***** period additional hour or day charges due apply. 
  
  As you were actually charged less than your estimated total provided at the time of booking we do find the rental charges to be valid and no adjustment is owed. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair 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.

  I picked up a vehicle between the hours of 4:30pm and 5:00pm on 2/28. The reservation was from 2/28 till 3/3 for the amount of $256. The vehicle was returned 2/28 @ 2:00pm due to me receiving my personal vehicle from the mechanic. I was informed on 2/28 the vehicle was not p***aid so I was eligible and will be receiving a reimbursement for the 3 days the vehicle was not used but to allow 48 hours for the vehicle to be checked in. I did not receive a receipt till 3/4 that the vehicle was closed on 3/3. I contacted cs who stated the issue will be escalated. On 3/10 I did not receive any communications and contacted cs to follow up. I spoke with a *** who stated there was disc***ancy in the daily rates and vehicle type but I can be reimbursed for 2 days in amount $74 instead of 3 days. I asked *** to escalate and did not receive communications. I contacted cs on 3/12 and spoke with a ***resentative and manager who than states that I am not due any reimbursement and because I returned the vehicle early the rates have changed. This is something not any of the previous ***s had stated and the manager I spoke to on 3/12 attempted to altar the receipt that was originally sent to me to try and have the receipt show dates of check in and out but the timing is still inaccurate and the amounts are not adding up. the reservation was made on expedia at a discounted rate and it was the manager choice vehicle. they provided me with a electric vehicle because that is what was available at the time

  Business Response

  Date: 03/13/2025

   BBB #: ********
  Case: 70807253
  
  Dear ********* *****,
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Avis 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 booked this reservation on a special weekly rate and the car was returned after 3 days and 7 hours so the rate reflects the time that you were in the rental and no adjustments are due.

  Thank you for allowing us to assist you.

   

  Sincerely, 

   

  Avis Budget Group
  Customer Advocacy Response Coordinator
  

   

• Initial Complaint

  Date:03/13/2025

  Type:Product 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.

  The original rental agreement# ********* was on December 11, 2024 @1124 and returned December 16, 2024 @10:30. The total amount $ ****** Base Rate:Taxable Products/Services*:Rental Sales Tax:Net Charges:*Includes Fees and Surcharges $ ****** $ ***** $ ***** $ ******. Then on February 11, 2025 I was charged for damages that were there prior to my rental agreement. I have been given the run around. Ive been told that my money would be reversed within ***** hours, then 5-7 days. I have gone higher up and Ive been told theyre working on it. The customer service sides says send in more information and indoor said there is nothing I need to do, because its stated here of the damages prior to my rental. I last sent email on February 25, 2025 and went in person again on March 10, 2025 learning that the person that was to handle it by the name of **** A)no longer works there and has been turned over to a Mrs. **** This is frustrating.. and causing financial distress and creating credit crisis. When asked to send information over and over to the same email address and one states I received it and another stated I cannot access it and to please send again to the same email address. Last email is listed below..sent to mailto:************************************************************************ vehicle was shuttled to you RA# Budget ********* VA # ******** with several Xs (damages) please reverse my payment of ******* taken from my account in February 11, 2025. The documentation of damages was noted on your end prior to my rental agreement . Its been greater than 10 days and Im getting the run around. Please refund. V.E. rental #********US3(total charged *******) Budget ********************************

  Business Response

  Date: 03/13/2025

  BBB #: ********
  Case: 70557983
   
  Dear ******* ****** *******, 
   
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Based upon the information you provided and the findings of our internal investigation, we see that there was a chargeback from your bank on 2/27/25. Before we can move further with this dispute we will need a letter from your bank stating this dispute has been completed. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs.  
   
  Sincerely,
  
  ABG Client Relations Team 
  Avis Budget Group

• Initial Complaint

  Date:03/13/2025

  Type:Sales and Advertising 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.

  ********************************************************** has received my written objection concerning a letter that was sent about a cleaning fee of $450 added due to odor. I rented the vehicle of 2/21/25 it smelled strongly of Marijuana, which was commented on by *********** passengers. Anyone who was near the vehicle or entered it on 2/21/25 could smell that the vehicle was in that condition when I received it. Not sure who rented it prior to my rental period but it definitely was brought to me for my rental in that condition. Upon my return of the vehicle they are attempting to charge me. I believe that the employee or business target ppl who they believe can pay or will have the ability to get additional money from since it was no way that they could have been under the impression that I was the cause of the smoking/Marijuana odor when that was the condition of the vehicle brought to me. I don't know if they also attempted to charge the prior renter but I'm not going to pay or play this type of game with my money or reputation. They know **** well that the odor from the vehicle was not caused by me.

  Business Response

  Date: 03/13/2025

  **** Case 767527982
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case# ********
  
  **** values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Unfortunately, we are unable to investigate the matter you have described with the reservation and rental number provided. Therefore, please provide the information listed below so that we may complete our investigation. 
  
  You may feel assured that as soon as this information is received, we will give the matter our immediate attention. 
  
  Thank you in advance for your cooperation. We look forward to hearing from you shortly.
  
  Reservation or Rental Agreement Number__________________________________________
  Renter's Name ( If different then what is on complaint) ____________________________________
  
  Sincerely, 
  
  ABG Client Relations
  Escalation Team
  **** Budget Group******

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair 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.

  On March 2, we rented a Dodge Hornet Hybrid vehicle from ****************************** at around 1 pm that day. We drove it to our hotel on *************************, ** and parked it in the lot The next morning we felt the engine a bit rough but proceeded across the bridge onto ************************** (2 miles) and stopped at a beach enroute to ********. We pulled into the parking lot around 9:45 am. When we went to pull out the car would not turn over. the engine was dead. We called the Budget roadside assistance and were told a tow truck would be there within an hour. We waited 5 hours. Finally we called a local tow truck and paid $250 out of pocket to have the vehicle put on a truck and delivered back to ********-*****************. We spoke to ******* at the counter, agent, who gave us a *** as a replacement. When we got into the car that had an alert that the car was needing service but as we were exhausted we drove back to our hotel at 5pm. The entire day was wasted (our first day of vacation) and never did have Budget Road Side assistance come to our rescue. And we are out the $230 for the tow and another $20 for the tip. My husband had the hood open on the red Hornet and noticed tht all the fluids were nearly empty. The car had obviously not been maintained. We would like to be reimbursed for our tow. Nothign can repay the day lost on our vacation but at least we shouldn't have to pay for the tow truck. Receipts attached as well as various txt messages trying to get someone to help us. We also rented a car in ******** in Nov and that too required maintenance but at least that one didn't break down. Budget does not maintain its vehicles.

  Business Response

  Date: 03/13/2025

  BBB# ********

  Budget case # 70869397

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

  We  have reviewed your rental and notes from your case.  Based upon the information you provided and the findings of our internal investigation, we have refunded the out of pocket expense incurred while on rent.  The c4redit issued to your MasterCard  will post to the account within 3-5 days.  We apologize for the inconvenience this matter has caused.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs. 
  
  Sincerely,

  Budget Response Coordinator 

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair 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.

  I reserved a rental car on February 27 , 2025 with budget. When arriving to pick up the rental I was told I will have to cancel my reservation because no rentals were available. Today it is March 8th and the money still isnt in my account it only took 2 seconds to take my funds. They are mine and I need them now. They told me 5 days then when I called told me its going to be another 5 days. I believe they are running a ponzi scheme

  Business Response

  Date: 03/12/2025

  BBB #: 23039037
  Case: 70991788
  
  Dear Mr.******,
  
  In regard to the aforementioned BBB complaint case, thank you for giving us the opportunity to address your concerns.
  
  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,
  
  ABG Client Relations
  Escalation Team
  Avis Budget Group
  
  

  Business Response

  Date: 03/14/2025

  BBB #: ********
  Case: 70991788
   
  Dear ******* ***** ****** Jr, 
   
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Based upon the information you provided and the findings of our internal investigation, we have refunded the prepayment.  A refund of $182.44 has been issued to the **** account on file. Please allow up to 10 business days for this to reflect. 
  
  Thank you for giving us this opportunity to be of assistance to you.  We look forward to serving your future car rental needs.  
   
  Sincerely,
  
  ABG Client Relations Team 
  Avis Budget Group

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair 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 Rental Agreement Number: ********* I picked up the vehicle at ************** Budget a Car on Dec 12, 2024.I was pulled over by **** in ********* for driving vehicle with expired registration on Dec 12, 2024. I brought the ticket to *** Budget on Dec 12, 2024 and the staff said he would ask the company to pay.I returned the vehicle at *********** on Dec 14, 2024 Now, I received the payment request from ****** and asked me to pay the fine for driving a vehicle with expired registration. After multiple emails and phone calls with Budget staff, my ticket still has not been paid and resolved. It's Budget's responsibilities to renew the vehicle registration of the rental vehicle. Because the ticket is past due, now the ****** has suspended my driving privileges and I cannot renew my driver's license. I am writing to express my anger and demanding Budget to pay the past-due fine immediately.

  Business Response

  Date: 03/12/2025

  BBB #: ********
  Case: 70260099
  
  Dear Mr. ***************** regards to the aforementioned BBB complaint case ********, thank you for giving us the opportunity to address your concerns.
  
  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 we have reached out to our citation department to investigate this matter, and we have been informed that they cant plead guilty for you or pay the ticket., you will need to defend their plea if it is not guilty or they would need to plead guilty, provide payment to the court for this ticket and once payment is made you can inform them to send their reimbursement request directly to the ******************** at ************************************************* with a copy of the court fine assessment letter and their payment receipt/receipts showing the amount paid.
  
  If you have any further questions are concerns, please dont hesitate to contact us. 
  
  Sincerely, 
  
  ABG Client Relations
  Escalation Team
  Avis Budget Group
  
  

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair 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.

  I had book a rental car almost 2 months in advance . They waited till 1 hour prior to picking up the car at *. **** ***** Tampa Fl n advised me I could not pick up any car at this location which was 5 minutes of where I was staying the whole reason I booked this car . Advised me of no cars and I would have to go to ************* a hour away to pick up my car. Then charged me almost 50 dollars more for the car altered n modified my rental agreement without my approval for this amount no amount of wrongdoing this caused on their end they charged me for their fault n forced me to pay. Then they placed me in a Kia *** infested car with *** hair all over it n the seatbelt would not work. I could not find anyone to help so had to leave with this illegal car . I will never ever do business with an illegal company again ! Have ************ modified my bill and I do not have access to pull up the original amount under Budget ! Illegal altering !

  Business Response

  Date: 03/12/2025

  Budget Case: 71083056
  Rental Agreement: U133963233
  
  Regarding your file referenced above to the BBB Complaint ID: ******** to our office for you to review and reply.
  
  We have reviewed your rental and notes from your case. By explanation, Budget takes pride in providing our clients with a seamless rental experience. We are sorry that your rental did not meet this standard. I want you to know that your experience was different from typical. A copy of our report has been sent to the appropriate manager for corrective action.
  
  Based on the issues you've raised and our internal investigation, we have issued a partial discount of $30.22 to the method of payment on file for your inconvenience. Please allow the credit to post to the account within 3-5 days. 
  
  Our deepest apologies for any inconvenience we have caused you, and we hope to serve you better next time. 
  
  Sincerely,
  
  Avis Budget Group
  Response Coordinator

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair 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.

  I rented a moving truck from this location for March 8 2025. Online with Budget I selected that I did not want a physical damage waiver added to my reservation and was supposed to pay $283.08, but this waiver was added to my rental agreement without my permission or consent and I was charged $389.76 and Budget refuses to refund me the $87.98 it charged me without my consent.

  Business Response

  Date: 03/17/2025

  BBB #: ********
  Case: 71197986
  
  Dear ******** ****,
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  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 the 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,
  
  ABG Client Relations
  Escalation Team
  Avis Budget Group
  
  

  Business Response

  Date: 03/18/2025

  BBB #: 23043808
  Case: 71197986
  
  Dear ******** ****,
  
  Thank you for your patience during our review, and again we do apologize for any frustration that this has caused you.
  
  Per the attached signed agreement the rental coverage was agreed to at the time of rental. Based on this we do find the coverage charges to be valid and no adjustment would be issued towards the coverage. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  ABG Client Relations
  Escalation Team
  Avis Budget Group

  Business Response

  Date: 03/18/2025

  BBB #: 23043808
  Case: 71197986
  
  Dear ******** ****,
  
  Thank you for your patience during our review, and again we do apologize for any frustration that this has caused you.
  
  Per the attached signed agreement the rental coverage was agreed to at the time of rental. Based on this we do find the coverage charges to be valid and no adjustment would be issued towards the coverage. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  ABG Client Relations
  Escalation Team
  Avis Budget Group

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair 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.

  A recent rental car from Avis/Budget rental cars from ************* had pre-existing damage Im being billed over $600 for. The vehicle was washed and was covered in water drops when picked up making it impossible to see the three inch crack in the passenger side corner of the windshield. By the time the water dried and I was able to see it, it was over an hour from the airport. At this time, I took a video of the entire car including the damage. By the time the car was returned the crack had tripled in size. A week later, Im being asked to pay for replacing the windshield for over $600.Ive attached the billing request and a picture of the preexisting crack in the windshield,There needs to be a class action lawsuit against this company as Ive seen many similar complaints.

  Business Response

  Date: 03/07/2025

  Budget Case: 70979952
  Rental Agreement: U133894493
  
  With regard to the aforementioned BBB Complaint ID: ******** thank you for allowing us to address your concerns.
  
  Avis Budget Group values our relationship with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Based on your information and our internal investigation, we have stopped the billing for the windshield damage charge. We want you to know that your experience was not typical. For corrective action, we have sent the report to the manager.
  
  Thank you for giving us this opportunity to be of help to you. 
  
  Sincerely,
  
  Response Coordinator
  Avis Budget Group

  Customer Answer

  Date: 03/25/2025

  I have reviewed the business response and accept this resolution.