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:04/18/2025

  Type:Product 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.

  On approximately 3-20-25 I made an online reservation # (20295808-us-1) under rental agreement # ********* for a Budget rental car agreeing to and paying an online discounted base rate of $1154.05 plus all additional taxes and fees totaling $1637.33. However, immediately upon making the reservation it was noted that I would still owe an additional $81.20(apparently for the unrecognized discounted fee). I made numerous phone calls subsequent to finding out the discounted fee was not recognized prior to my trip and submitted screen shot proof of my agreed to price and a complaint case # ******** was created as the agent at that time agreed that I didnt have to pay an additional $81.20 but I was told I had to wait until after I returned the car (4-1-25) to get this rectified. to this date and several more phone calls I still have not been refunded the amount I was overcharged. Approximately 4-10-25 I spoke with an agent who said that I would be refunded $81.20 to my credit card and it would take 3-5 business days. Today, 4-18-25, I still have not been refunded my money and spoke with another agent who said my request was denied without explanation and I would not be refunded $81.20. As a side note to this rental and totally separate from my initial complaint regarding above noted case #, we did receive a contested amount of $149.48(what they said was a one day fee) because our rental car did/could not lock and now they saying I already received a refund but there are two separate complaints and thus I expect two separate resolutions and only received one.

  Business Response

  Date: 04/18/2025

  Budget Case: 71273782
  Rental Agreement: U138915125
  
  Regarding the BBB, as mentioned above, complaint id: ********, thank you for allowing us to address your concerns.
  
  Avis Budget Group values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Our records show that you prepaid $1,637.33 for your rental in advance. However, the estimated total at the counter was $1,718.53, leaving a remaining balance of $81.20. This means your prepayment did not cover the full cost of the rental. 
  
  Additionally, our records show that a credit adjustment of $149.48 was issued by our customer service team on April 13 for the inconvenience you experienced with your rental. 
  
  Based on this information, we believe the matter has been resolved, and no additional credit adjustment is warranted. 
  
  Once again, we apologize for any inconvenience caused by this matter.
  
  Sincerely,
  
  Avis Budget Group
  Response Coordinator

  Customer Answer

  Date: 05/05/2025

  Complaint: 23222699
  
  I am rejecting this response because: The prepaid amount of $1637.33 I initially paid was derived from the online discounted base rate of $1154.05 that I was offered. Subsequent to my submitted payment the website offered congratulations on my applied discount and indicated my total savings was $203.65. For reasons unknown my agreed to base rate of $1154.05 has never been recognized and instead I am told that I owe an additional $81.20 which is based on a base rate of $1218.15 that I did not agree to. I subsequently submitted photo evidence of the online base rate I agreed to and an agent I spoke to placed me on a brief hold and then confirmed that I would not be required to pay the additional $81.20 and opened case # ******** indicating same and said I needed to speak with an agent when I returned my car to get the matter rectified. Immediately upon returning my car I spoke with an agent at the airport return center and they said they couldnt help me because I rented the vehicle from a different location. I went on my way and I have been patiently seeking this correction since 4-1-25 when I returned my car. The noted credit adjustment of $149.48 was relative to an entirely different issue I experienced and has no bearing on why case # ******** was created. Im not sure how much clearer I can be in my quest for a refund of $81.20 and appreciate your time in this matter.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/05/2025

  Budget Case: 71273782
  Rental Agreement: U138915125
  
  Regarding the BBB, as mentioned above, complaint id: ********, thank you for allowing us to address your concerns.
  
  Avis Budget Group values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  Our records show that you modified the rental on 3/1/25. As we cannot see the full original reservation and only the modified reservation we cannot issue a refund as the modified reservation shows there was a balance due of $81.20. 
  
  Based on this information, we believe the matter has been resolved, and no additional credit adjustment is warranted. 
  
  Once again, we apologize for any inconvenience caused by this matter.
  
  Sincerely,
  
  Avis Budget Group
  Response Coordinator

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23222699
  
  I am rejecting this response because:
  Their claim that I modified my reservation on 3-1-25 is incorrect - I did not make my reservation until 3-20-25 when I paid the total amount owed of $1637.33 based on the applied discount that was offered. At no time did I modify my reservation. The attachments show my credit card statement purchase date and the congratulations from Budget that my discount was applied. 
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/06/2025

  Budget Case: 71273782
  Rental Agreement: U138915125

  Thank you for your reply. 

  We appreciate the additional information you provided.  Based upon these details we have adjusted your bill.  A credit of $81.20 has been issued to your MasterCard  account.   The credit 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 

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/02/2023

  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.

  I rented a car from Budget in ****** last September 1-4, 2023 and it was paid at that time. When I returned home there was a bill waiting for me. I called Budget customer service on Sep 19 and they of course confirmed that the rental had been paid. Today, Nov 2, 2023, I receive an email from Budget's collections **** saying I still owe them. I do not owe them anything. See the attached invoice and credit card statement clearly indicating that ****** was charged to my card on Sep 1, 2023 which is the exact amount on the invoice. Budget's actions are nothing short of criminal harassment.

• Initial Complaint

  Date:07/21/2023

  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.

  I rented a car from Budget from June 17, 2023 and was to return the car on June 18, 2023. On June 18th, 2023, I was involved in accident with the car where another driver T-boned me. Police came and transported me to hospital. The car was impounded by the police on that same day. I call Budget and report the accident. I provided Budget with the police report number which is: HEP23-003015. This is ****************************************. The issue is, Budget continued to charge my credit card until June 23rd, 2023. I spoke to a customer rep who understood the issue and submit a request for refund for the extra charge of $861. The request was declined by budget, I spoke to a manager who stated that he cannot refund the money since it was declined before.I am asking that Better Business Bureau intervenes for a resolution.Thanks.**********************************