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Business Profile

Truck Rentals

Budget Truck Rental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Truck Rentals.

Important information

  • Customer Complaint:
    Due to the volume of complaints filed against this business, BBB only publishes the details for 50% of the total complaints filed.

Complaints

This profile includes complaints for Budget Truck Rental's headquarters and its corporate-owned locations. To view all corporate locations, see

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Budget Truck Rental has 526 locations, listed below.

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    Customer Complaints Summary

    • 430 total complaints in the last 3 years.
    • 102 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We are filing a formal complaint against Budget Rent A Car for its unfair practices, unauthorized charges, and suspected collusion with Tremont Towing, which ruined our vacation and caused us significant financial loss.Budgets Refusal to Authorize Vehicle Retrieval:After our rental car was towed due to a minor parking violation, we requested authorization from Budget to pay the fine and retrieve the vehicle ourselves. Budget refused and insisted that only their representative could handle it. This forced us to incur extra rental and administrative fees due to the unnecessary delay.Illegal Detainment of Our Property:Tremont Towing illegally seized our car keys during the rental period and refused to return them. They falsely claimed that Budget instructed them to withhold the keys, yet they admitted they had never contacted Budget, proving they acted independently and deceitfully.Suspicious Collusion with Tremont Towing:When we visited the Budget location, staff immediately knew which towing company had taken our vehicle before we even mentioned the name. This suggests a suspicious partnership between Budget and *******, exploiting customers through towing scams.Unfair Charges and **************** *********************************** forced us to pay for multiple days of rental and administrative fees due to their intentional delays.Your customer service gave contradictory informationsome representatives said we could retrieve the car with authorization, while others denied it.We have recorded evidence of these conflicting statements.Our Demands:Full refund of all rental and administrative fees beyond the towing fee and first-day charges.Compensation for our lost vacation time and financial damages.Termination of any partnership with Tremont Towing.If Budget refuses to comply we will File formal complaints with the BBB, FTC, and Florida Attorney General Report both Budget and Tremont Towing to the ***** for illegal practices We will fight this to the end

      Business Response

      Date: 03/24/2025

      Budget Case:71218841

      Regarding the BBB mentioned above, Complaint ID: ********, thank you for allowing us to address your concerns.

      Budget values our relationship with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.

      Upon reviewing the details you provided, the reservation number you referenced (19953960US5) does not appear to be under your name. 

      To ensure we are assisting the correct party, could you confirm whether this is the reservation you are referring to?  Kindly provide the name of the renter. 

      We appreciate your cooperation and look forward to resolving this matter. 

      Thank you,

      Avis Budget Group
      Response Coordinator

    • Initial Complaint

      Date:03/19/2025

      Type:Product Issues
      Status:
      Resolved
      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 absolutely unacceptable. I canceled my reservation, with confirmation via email, and still was charged $150 dollars for a no-show fee. I called customer service and they said they were unable to find my reservation, and that the number in my confirmation email from budget is wrong. I then called the rental location and was given another number. After I called, I was given ANOTHER number. It's been absolutely impossible to get into contact with anyone to even SPEAK about the problem, muchless have the problem reserved.The reservation was made on March 15th, 2025, and my card was charged on March 17th, 2025. My confirmation number is *************. This $150 dollar charge needs to be refunded to my card immediately.

      Business Response

      Date: 03/19/2025

      BBB #: ********
      Case: 71242927

      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 upon the information you provided and the findings of our internal investigation, we have refunded the no show fee billed on the rental.  A credit of $150.00 has been issued to the account on file.  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 assist you. 

      Sincerely,

      Avis Budget Group
      Client Relations Team

      Customer Answer

      Date: 03/26/2025

      I have reviewed the business response and accept this resolution. Thank you for the refund - I see the credit. 

      Best

    • Initial Complaint

      Date:03/19/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Complaint Against Budget Truck Rental I am filing this complaint due to Budget Truck Rentals dishonesty and lack of service. I was repeatedly assured on recorded calls that I would receive assistance, but I was misled at every step.On February 26th, I rented a truck from the ******, ******* location and was coerced into paying for insurance and roadside assistance. My car was strapped in by Budget staff, but the straps fell off before my departure to **********. Roadside assistance refused to help, directing me to customer service, which was unavailable. I had to seek help from U-Haul, delaying my trip.Upon arrival in **********, I contacted customer service multiple times. I was told my concerns were documented and that I would receive follow-ups and confirmation emails, none of which I received. Supervisor ******* assured me I would receive a credit upon contract closure, but I never got proof or a claim number.Returning the truck was another issuethe staff was unhelpful, forcing me to call customer service again. I was promised an email confirming my contract closure, which never came. After two weeks of unanswered calls, I left a voicemail. On March 19th, I finally got a callback, only to be told they couldnt help, and then I was hung up on.I have spent extra money on insurance and roadside assistance that provided no help. I demand a refund or the promised credit. Budget Truck Rental must be held accountable for their misleading and negligent practices.

      Business Response

      Date: 03/19/2025

      BTR Case: 71248343

      Reservation: 1808388065353



      Dear ****** *****, 

      Thank you for contacting our Budget **************** through your local Better Business Bureau. We take our customers' problems seriously and appreciate the opportunity to address your concerns.

      On behalf of our entire Budget Truck team, we apologize for the inconvenience you experienced during your recent rental.

      Regarding your concerns about assistance with loading and unloading your personal vehicle onto the towing equipment, please note that, due to liability issues, our dealers are not permitted to handle customers' personal vehicles during these processes. However, they should have provided you with instructions or a pamphlet to guide you through the procedure. We apologize if this information was not provided.

      To address the inconvenience caused by the delay, we have applied a 15% discount to your rental amount in the amount of $168.26. This refund has been processed to your **** card ending in 8377 and should post to the account within 5 to 7 business days.

      Once again, we apologize for your inconvenience.

      Sincerely,

      Avis Budget Group
      Response Coordinator

    • Initial Complaint

      Date:03/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Avis: Your reservation number 24353840US0 Pickup date 3/8/25 10:30am Drop off 3/12/25 5:00pm Same location for pickup and drop off Total paid $512.65 I went to the local office to make a reservation and get a vehicle the local person asked did I have a reservation number I said no he instructed me to make a reservation online and give him the US number. Which I did online it didnt have a place to enter my member number for my **** so I inquired about it with the person at the counter he said to call the corporate office he couldnt adjust anything. I sat back down and called the corporate office and sat on the phone for four hours and spoke to 4 different representatives before the last supervisor **** employee id number ***** said there was nothing they can do for me its not there job to go out of their way to the help the elder. All I asked every representative from the moment I walked in their building was to rent a car and apply my **** discount.

      Business Response

      Date: 03/12/2025

      BBB #: ********
      Case: 70993676
       
      Dear ******* ****** *****, 
       
      In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

      In looking at your reservation we show that there is a discount code already. Due to this you cannot add your AARP to the rental as well. We do apologize for any frustration this has caused you. 

      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:03/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 16 feet truck with reservation number ************* on 2/24/2025 to move our belongings from ******* to ******. The first thing that came in was that the windshield of the truck was broken and limited visibility to what the agents in ******* said that it doesnt matter and they deny to replace the truck. They clean the windshield as I asked since it was very dirty. I needed the truck so I proceeded with it. On our way we stopped at a rest area. The truck did not want to start since the battery was dead. Some good people helped us with jumper cables and a battery to initiate the truck. We could get to a hotel where I called budget with the request to replaced the battery. Help came in but they did not bring a battery so we have to wait 12 hours to get a battery replacement. The technician also told us that the coil was broken , that it was glued and that we may have problems. How they rent a truck with that poor maintenance: windshield broken, bad battery and bad coil? Also I noticed the tires were worn unevenly. Steering wheel was shaking a lot at 60 mph. This is unsafe for customers. Also when I returned the ********************** they argued about a damage in the truck. Fortunately I had pictures that demonstrated that the damage was there. I really demand a refund for this bad and unsafe service.

      Business Response

      Date: 03/06/2025

      BBB# ********

      Budget case#  70947902

      Rental # 18082-5377-0419

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

      By way of explanation *** 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 $152.00 has been issued to your **** account.  The credit will post to the account within 5-7 days.  We hope that our actions will meet with your approval.  

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

      Sincerely, 

      Budget Response Coordinator 

       

    • Initial Complaint

      Date:02/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 12/16/24 I made a reservation (Reservation #********US3) for an Elite SUV. Upon arrival to the counter the agent told me that the only vehicle they had was a minivan even though I had made a reservation 4 months earlier. I was pressured into accepting the vehicle as I had a family of 4 with 2 kids under 6 years old with me, 9 bags and I needed a mode of transportation for our vacation. I asked the agent if the rate would be adjusted due to the downgrade and she said it would upon completion of the rental. The agent did her computer work and said to insert my credit card. Upon reviewing the amount being charged I told her that it was not the correct amount and she stated that it was just a hold for incidentals. I asked how much the hold was for and she stated $200. I said I would authorize the hold but it was still not the correct amount as the rental ~$355 plus $200 does not equal $640. She said it was fine and that it was the correct charge. I let her know that I had been scammed at car rental before as they had charged us for car seats previously that I did not catch and would not authorize the charge and to call a supervisor. She called a supervisor over and he took the additional charge off which was prepaid gas after I hold told her in the previous conversation that I would fill it up upon rental return. Upon arriving to the vehicle it was clear that they didn't have many cars available but should have had a vehicle for my reservation. I removed the trash from the previous rental vehicle prior to settling in as it didn't seem like the vehicle went through all the proper steps before being rented back out. As of currently the full amount was billed to my credit card. I reached out to budget customer service on 2/22/25 to inquire about the adjustment and have not heard back. Trying to finalize the "adjustment" so I can pay the merchant as the full amount was not authorized.

      Business Response

      Date: 02/28/2025

      Budget Case: 70691683
      Budget Rental: 597886833

      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 any inconvenience this matter has caused.

      We have reviewed your Complaint, and you can be assured that the experience you described is certainly not typical of Budget. Please accept our sincere apologies for any inconvenience you may have been caused. **** takes seriously its commitment to have the vehicle that is reserved available when and where you have reserved it and our teams do their best to match your needs and accommodate your specific request. 

      While Budget strive to give you the best service possible, it appears it was not evident in the handling of your car rental needs. We appreciate your bringing this matter to our attention and assure you that the responsible manager will be made aware of this unfortunate incident, in order for corrective measures to be taken to prevent any recurrence. Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your making this report to us.

      Therefore, in an effort to demonstrate our apologies for the inconvenience you were caused. We have processed a 25% adjustment off the billing of your rental. A credit of $88.99 will post to the **** ending in 6184 within 3-5 business days.

      I appreciate you taking the time to let me know about your most recent rental experience. Please be assured that we take matters of this nature seriously and we are committed to continually improve our service and look forward to having you use **** in the future and having a much-improved experience.

      If there is anything further, we can do to assist, please do not hesitate to reach out to us.

      Sincerely,

      ABG Client Relations
      Escalation Team 
      **** Budget *********** 

      Customer Answer

      Date: 03/06/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:02/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 car in Sept 2023 a vehicle. Turned it in with no issues, or comments. Last month, they contacted us (Jan. 13, 2025) and stated there was damage to the car and they would like to fine us $104.50....There was NEVER any damage, and this was rented 2 years ago...this is rediculous and not acceptable. When i told them no, they trasfered it to a collections company. not ok nor ethcial. No damaged was also on the receipt. Rental agreement number is *********

      Business Response

      Date: 02/26/2025

      BBB #: ********
      Case: 70461039
       
      Dear ******* *** ****, 
       
      In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

      We have reviewed your rental and the notes from your case. We have contacted the collection agency to have this removed.  When we receive a response from their office we will advise you of this. We apologize for the inconvenience this has caused. We appreciate your patience during this process.

      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:02/25/2025

      Type:Product Issues
      Status:
      Answered
      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 budget truck for $156 online. When i arrived at the place i was told it would he $356 as there was a $200 deposit and that money would be refunded when i returned my truck. This was on 1/25/25 that i was charged. I still have not received my $200 back it has been over 4 weeks. Their website states wait 28 days. Ive done that. Getting on the phone with customer service is impossible. Twice now over 1 hour hold times to then be hung up on. I need my $200 back

      Business Response

      Date: 02/26/2025

      BBB #: ********
      Case: 70745219

      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 our **************** Team already processed a refund of $200.00 on February 25th, 2025.

      Thank you for allowing us to assist you. 

      Sincerely,

      Avis Budget Group
      Client Relations Team

    • Initial Complaint

      Date:02/25/2025

      Type:Product Issues
      Status:
      Answered
      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 applied for a rental car, picked the time and date and verified cost. I have the email confirmation to confim total of $542.12. Im a fast break customer so i was able to go to the car at the airport with out checking in. I picked the car up on Jan 29th. On January 30th I seen a hold on my credit card for $996.60 and called Budget and spoke with someone and sent over my confirmation and email verifing total, and after an hour they said when i return the car, my account will be credited. Well after a few weeks and several calls they said its not their fault and i just have to pay what it is now, instead of what i reserved it for. I want to just pay what i selected and reserved the car for.

      Business Response

      Date: 02/25/2025

      BBB #: ********
      Case: 70432712
       
      Dear ******* **** *****, 
       

      In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

      As the insurances (ALI,PAI,LDW) are on your profile for optional coverages they will be added to all of your rentals. Due to this we are unable to issue a refund for them. If you no longer want these added to your rentals you will need to login into your profile and remove them. 

      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:02/25/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 contact Budget Rent-A-Car on 2//9/2025 to reserve a rental at **************************, for pick up at 12:30 pm. When arriving at the location, I was informed by staff that they location had nothing available. The representative on the phone had charged my account. When calling I was told I needed to contact **************** for a refund. In an attempt, I spent hours left on hold without any assistance. I was able to cancel the reservation online and send an email request for refund. I received a response at 6:10 am on 2/10/2025 that the refund would be issued to my card in 3-5 business days. Since, I have attempted to contact Budget's **************** dept, just to be transferred and left on never ending hold. Each email I send, a automatic response is sent and never any follow up. Now, 9 business days later, no refund has been issued to my card. I have attached numerous email threads to this complaint.

      Business Response

      Date: 02/25/2025

      BBB #: ********
      Case: 70542861
       
      Dear ******* ****** *****, 
       

      In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

      We have issued that refund as of today in the amount of $214.62 to the Mastercard ending in 3249. 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

      Customer Answer

      Date: 03/01/2025

      I have reviewed the business response and accept this resolution. 

    Budget Truck Rental is NOT a BBB Accredited Business.

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