Complaints

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:11/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We rented a car in ***** from the ************ from 8/13 to 8/23. Before returning the car to the airport on 8/23, we filled the gas tank at a service station a few miles outside the airport grounds. As we were checking the car in, the agent checked and confirmed that the gas tank is full. (There was no language barrier, I am fluent in Italian)A week after our return, a charge for $35.96 from ***** Budget appeared on our bank account. I immediately contacted **** customer service and was informed that this was a gas charge. Clearly an error, I was informed that the only recourse was to send a request via email, with a copy of the receipt from the gas station. This was done on 9/6/24.Since then I have had a continuous email exchange with several named people who keep asking for "***** more days..." to research and resolve. I have attempted to reach anyone via telephone without success. It is clear that I am getting the cold shoulder run around. Here is a partial list of replies...On 9/5/24.Kind Regards, *****, ** Representative | Customer Service, **** Rent A Car System On 9/6/24.Kind Regards, ********** CS Representative | Customer Service, **** Rent A Car System On 9/10/24.Kind Regards, ****, CS Representative | Customer Service, **** Rent A Car System On 9/16/24.Kind Regards, ***** *., CS Representative | Customer Service, **** Rent A Car System On 9/25/24.Kind Regards, *****, CS Representative | Customer Service, **** Rent A Car System On 9/25/24.Kind Regards, ***** *., CS Representative | Customer Service, **** Rent A Car System On 10/17/24.Kind Regards, ******, CS Representative | Customer Service, **** Rent A Car System This is a problem without recourse.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  1st Mistake- was charged for smoking-Hello. I am writing to dispute charges of $450 for an un clean vehicle as not sure what youre talking about. For one the car WAS NOT CLEAN when I picked it up. I took the car to the car wash as soon as I picked the car because it was not clean. This is the second time that I have rented a car with this company and I received a car that was not clean. The last time I rented a car and told the clerk that the car was not clean and the car was damaged he claimed it was nothing he could do about it and they DONT CLEAN cars. I also took that car to clean it with my own money. VERY UNPROFESSIONAL!!!! After I told the clerk about the damages he said to let the person know after I drop the car off at **********. I picked it up at an area **** near me. So I will be disputing these charges as I dont feel I am responsible for Cleaning a vehicle when it wasnt presented clean in the first place. This would be for a second time! Thank you,Dear ****** ******,Thank you for taking the time to contact **** regarding the cleaning fee on your rental. We appreciate the opportunity to review and respond to this matter.Charges for vehicle cleaning are assessed when a vehicle is returned in such a condition that requires the vehicle to be sent out for detailing. Charges are calculated based on the level of cleaning required to return the vehicle into service. This includes, but is not limited to, the removal of food stains on the seats, pet hair that cannot be removed through normal vacuuming, excessive odor, smoke odor, and cigarette *****.After careful review of our records, we find that the location has provided ample documentation of the condition of the vehicle upon return. Based on this information, we find the charges to be valid without exception. We attached the report in this letter.We apologize that we are unable to offer a more favorable response.Sincerely,***** Representative | Customer Service **** Rent A Car System

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dates of transactions: 3/22/24 & 7/14/24 (2 sep. contracts) for a 12 pass/van. 6/27/24 v/m from *********; van not available-manufacturing shipment. Offered 2 Mini Vans; free gas upon return. Called ********* & went over options. I agreed with the two vans & was told to contact c/s for compensation for the inconvenience. New contract was supposed to be emailed. Spoke to supervisor *****, who apologized for the situation & opened compl. #********. ***** asked if $450 would be enough to compensate me? I said yes. Unable to get refund until contract was closed. ret van 7/14 & charged for gas/corrected-no charge. called c./s 7/15 (*********) & was told I would be given 3 days credit ($410.70). I asked for her to pull the phone calls & listen to what I was told. Was told credit s/b issued in 5-7 days. 7/17 v/m from ****** that now refund w/b $273.84; only 2 day credit would be given ($136.82-daily rate; 2 days w/b $273.84) Now, I've gone from $450 to $273.84. Refund *** not be applied to correct card; being applied to credit card, not debit card. Now I will be charged finance charges on the cash I need to withdraw from the credit card. I've done everything **** has asked me to do, and NO ONE has honored there to me (except for the gas). No one has had the curtesy to call me with any changes or honor their word to me. I paid for a product (van)/service and was treated with less than the respect I gave and deserved. I was expecting the two mini vans, and was told, "we have your ***** I did not know until contract was signed & went outside that they had switched vans. I had no time (days) to find other transportation because we were faking family trip to *******/cruise.

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 June 28, 2024 I received a letter from ************* Services, LLC (reference number B2222JZK7) regarding an **** Budget Car Rental matter. This was the first indication that there was an issue with ****. I went online to look at my account and it did not indicate any balances or open issues. I followed the instructions on the Viking correspondence and requested supporting details to understand what this was regarding. I received those documents and it was the first time I was made aware of a damages claim made by ****. The claim relates to rental agreement number: U391126271 with dates of rental on 10/16/2022 from LAX location and returned to *** location on 10/19/2022. The return receipt shows no indication of damage during the rental. The return took place on 10/19/2022 at 11:42 am. The date of the incident on **** Digital Incident report is 10/28/2022 11:51 am. Over one week after the rental was returned and out of my possession. The car was not damaged during the rental period. I was never informed by **** of this claim for rental damages until I received the ************* Services, LLC letter. I have requested any documentation showing any attempts by **** to notify me in a timely manner of this claim of damages and no documentation has been provided. At best this is an error and at worst this is a fraudulent attempt by **** and Viking to try and force payment for damages I did not do to the vehicle. I tried multiple times via the **** customer service portal and the customer service helpline to get support to rectify this issue. **** took no responsibility to help remedy this error on their part and further just continued to refer me to Viking. I called the Viking contact on the letter sent with the documentation two times leaving voice messages without a response. I would like **** to contact Viking to clarify that this was an error on their part and to stop all collection attempts immediately.

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My wife and I recently booked a round trip flight from *********, ** to ******, ** between May 25 and May 28, 2024. Late in the afternoon of the second day of our trip, we got a call from the woman with whom we had boarded our Maltese dog. Apparently on the second day our dog had stopped eating, drinking, taking his medication, nor would he come out of his kennel. The woman boarding him was worried enough about him to call us. My wife and I discussed our options and decided that our only recourse was to cancel the rest of our trip and fly home early. We checked out of our hotel early, had American Airlines cancel our original flight home on Tuesday, May 28 and re-book us on a red-eye flight back to ********* at 11:30 PM on Sunday, May 26, and returned our **** rental car to the airport agency at around 9:30 PM. We explained to the gentleman who checked our car into the car rental lot that we were in the midst of a family emergency and needed to return the car earlier than we had expected. He said there should be no problem and that we should receive a refund within 10 days or so. I did understand that we were returning the car very late on Sunday, May 26, rather than Tuesday afternoon, May 28, and assumed I would be charged for three full days of rental use. I expected that we would receive a refund for the fourth day that we did not have use of the car. After all, **** most assuredly would have rented that car out to someone else on that fourth day, thereby losing nothing due to our early return. We never received a refund.We called **** customer service and explained our circumstances, only to be told that since the rental was prepaid, they could not issue us a refund. Is it right for a rental agency to charge you for a day's worth of car rental, when the car was returned early and they then rent that same car to someone else during the same day?

• Initial Complaint

  Date:06/03/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Charge a fee that was not authorized. $500.00

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 booked and prepaid a rental from the **** Rental Car ************** for a trip to **************, ****, ****, ************, ******, ****, ********* and drop off in *******. When I arrived they told me they had no cars other than a ***** Bolt EV. I told him I did not want an EV as I was concerned about charging along the way. He assured me there were plenty of chargers and not to worry. I asked again for another car and he said they did not have any other than the ***** Bolt EV. He was not truthful or making it up as I almost ran out of battery three times (10 miles left at each instance), a five hour daily drive turned into an 11 hour daily drive searching for places to charge. I missed the ************, ****, ******, **** and it ruined my vacation and made it a very anxious and frustrating experience. The car almost died three times in the middle of nowhere and I had to spend two nights in random towns as the charger I found took 7 hours to charge the car. I arrived in ********* and tried to switch the car and the agent told me **** should NEVER had rented it to me as there are memos that have gone out to staff telling them to not rent EVs to customers travelling to **** and ******* due to the lack of charging. I'll be going to the media about this. $1400 to rent a vehicle and was lied to by the agent.

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 3-14-24 I rented a car for my husband thru Priceline to go from ****** to *******. we arrived on time and went to the counter to pick up our keys and pay for the rental. It took the counter person 3 different tries to get us into a vehicle. Each time we went outside (granted there was 2 ft of snow on the ground) we had to go back to the counter because no car was on the spot that we were directed to. Finally, my husband got on the road. Dropping off at ***** in ******* my husband reported no problems. Please note when he arrived in ******** there was a severe wind/rainstorm on Friday night. due to the storm causing a lot of debris to be blown into the car so my husband wiped down the inside of the vehicle (which has always been our practice since renting vehicles is something we do at least 2-3 times per yr.) On April 4, 2024, my account was charged $450.00. At 9:22 am I called **** to ask about the charge. It was then that they emailed me the reason along with a picture (which I am including) of excessive dirt. The picture is of the drivers floorboard which does show some dirt but NOT excessive considering the weather that transpired. I did not get the person that I spoke to but he offered me 50% off (which is still excessive) I did argue that this was unacceptable and commented "please see what you can do" and I ended the conversation.

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have been renting an **** car for Uber as a driver for Uber for the past 2 months. I have been in over 12 rental cars that have had a wide range of safety issues due to lack of maintenance. Everything from bad brakes to bad tires, and out of balance tires which is a basic maintenance problem. **** has refused to repair even after I went to PepBoys for repairs per there **** agents. I have documents from Pepboys which states the rental are unsafe to drive and I was forced to drive them to an **** location to exchange the rental. I have not been placed on a DNR list because of these problems.

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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've rented from this company for close to 20 years. As of October of 2023 I had to move my business elsewhere because the company placed me on a DO NOT RENT list, stating that I owed them $46.43 of a chargeback resulting in this amount allegedly being owed. I checked with my bank repeatedly, printed out my ledgers and provided the company with proof that I didn't owe them. They've repeatedly ignored my emails, keep sending me emails stating that I owe them and the manager (***) was the absolute WORST when I asked for him to assist me. He apparently doesn't have a boss over him, nor do they have a corporate number to help you resolve these kinds of matters. We got into a shouting match because he refused to look at the documents of proof I was providing him. It was as though he didn't want to see them or solve the problem. They gave me two email addresses. These people either don't answer or take forever to respond with useless information. It's as though they're not reading the emails and sending out blanket responses. I wasn't even notified that I was on a DO NOT RENT list. I was contacted by a collection agency called *************** **** This has been going on since around July of last year and they STILL keep saying I owe them in spite of documented PROOF provided through multiple means. Again, they have no corporate office number to assist you. You just get continuously circumvented through their very inefficient email service. I'm tired of going around with these people. This is the WORST manager of any company I've ever used. He's extremely rude to customers, including myself but particularly women and people of color. I've witnessed this firsthand. I simply want this matter resolved and my named removed from their DO NOT RENT list and move on.