Complaints

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• Initial Complaint

  Date:06/10/2024

  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.

  On Monday the 27th of May I reserved a Budget Truck and Trailer online for my son to relocate from Bossier City, LA to Appleton, WI. Confirmation #: ************** Truck #: ****** with the total amount, with military discount being $829.60. My son picked up the truck/trailer at 11:00 on Wednesday, May 29th, 2024. At that time my card was charged $966.24, I was told that there was a possible $150 refundable deposit, therefore I assumed that charge was added. A day later my card was charged another $150, for a no show. We returned the truck/trailer to the drop off address on Monday, June 3rd, 2024. There was no one at that location. I had to back the truck/trailer into a slot and we were told to leave the paperwork in the vehicle and put the key into the return slot. I allowed a week to be refunded and contacted Budget this morning to be told that the truck was never picked up. I have photos, screenshots, and the invoice attached. I would like to be refunded my $286.82. I have also contacted my bank to file a dispute in regards to this matter.

  Business Response

  Date: 06/19/2024

  American Auto Rental is an Independent Dealer for Budget
  Truck.  We rent Budget equipment on
  behalf of them, we do not own Budget.  They have their own policies, procedures and fees that we are NOT
  subject to.
  

  With that being said, we have launched our own investigation
  of this inquiry and the following is what was discovered.   Two reservations were made by the customer.
  

  Reservation #1:  The original dollar amount of the reservation
  was for $829.60.  This in fact was the
  amount that was charged upon pick up of the truck, along with a youthful driver
  fee.  This youthful driver fee is applied
  at $25.00 a day for any driver that is under 24 years of age at the time of
  rental.  Since ******* ***** is in fact
  under 24, at the time of pickup, this fee was added.  So the contract agreement was for 5 days, so
  $125.00 plus $11.82 taxes were added at the time of pickup.  The contract was signed by ******* at the
  time of rental; reference number for this rental is **************  This gives us the difference charged of
  $136.82 between the reservation and the opened contract.  This reservation was made by the customer
  with the national Budget Customer Service phone line.
  

  Reservation #2 -
  Regarding the other $150.00 charge.  This
  was a NO SHOW fee.  2 reservations were
  made with the last name Hagar with the same credit card on both
  reservations.   Reservation reference
  number ************* was made by the customer with the national Budget Customer
  Service phone line and the other reservation reference number ************* was
  made by the customer online through the Budget website.   1 reservation was opened and the other was
  not BUT both reservations were for the exact price amount so it didn’t matter
  which contract was actually opened.  The
  customer reference number with that reservation was *************. This
  reservation was made by the customer online through the Budget website.   
  

  The 2 of these differences add together to be $286.82.  This is the amount that is being
  disputed.   We have attached a copy of
  the reservation that wasn’t picked up and the contract for the reservation that
  was picked up.  The line item for the
  open contract will show you how the price was calculated to get the total paid
  $966.42.  Since we don’t have access to
  the NO SHOW fee being charged by the Budget National System, we can’t include a
  copy of that. 
  

  The youthful driver fee would be explained on the website,
  it is listed at the bottom of the reservation copy that we attached and *******
  was explained the charge at pickup.  Our
  advice would be to call Budget Customer Service and explain the NO SHOW
  situation to them.  They would be the
  only ones who could help in this situation.  Budget customer service is 866-756-5750.