Business Profile

Auto Rentals and Leasing

Budget Rent a Car

Headquarters

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Complaints

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

Customer Complaints Summary

3,117 total complaints in the last 3 years.
1,182 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.

Initial Complaint
Date:06/19/2025
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 car from a local Budget Rent A Car retailer in ********, **** approx.. March 26th-28th. it was a special and I got upgraded to a 2024 Dodge Hornet vehicle. The vehicle got a flat tire which I called Budget roadside assistance for @ about 11:30pm. A repair agent came out and advised that they could not change the flat tire as the make and model of the vehicle did not come with a spare tire instead I was instructed to use the air pump located in the vehicle and contact roadside assistance to have it towed. I did was what suggested however because the 2nd call and request was done after midnight I asked that the vehicle not be towed till morning. That was not done, the car was towed approx 1:15an without my knowledge and or consent. I did not get a replacement vehicle. I was not able to complete my rental contract nor go to work. I took the keys to the local retailer where I picked the vehicle up from. Later I got charged on my credit card $400.00 and a charge for $337.00. I have disputed those charges with my bank. I do not have detailed charges regarding the cost of the tire but I was billed for that. The amount is overly excessive for a tire.
Business Response
Date: 06/26/2025
BBB #: 23491426
Case: 71535021

Dear Mr./Ms. Reid,

In regards to the aforementioned BBB complaint case# 23491426, 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 the charges have been disputed with your credit/debit card company. Please note that once Budget has been informed that the charges have been disputed per our merchant service agreement we are unable to review or investigate this matter any further until the dispute is complete with your credit/debit card company and they have notified us the dispute is closed.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Initial Complaint
Date:06/19/2025
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.
Rented a car from Budget rent a car in the ****************** location , returned to same location. Rented from Feb2****** 6:30 pm to Mar ****** at 5:30 pm. Choose the pay now option and paid ******. At pick up the lady told me a hold would be placed on my card for a deposit and would be returned when the car was returned in acceptable conditions. (Gas tank full, no damages). Was never told I had an optional services selected and owed any other amounts. When returning the car I returned it on full and no damages to car. Keys and papers were returned to the lady at the desk. She told me I was all checked in and was good to go. A couple days later I received my e-receipt. And I look at it and it says the total was ****** dollars with ****** prepaid and optional charges of ****** owed which they charged to my charge which was the deposit amount they had placed a hold for on the night of pick up. I call customer service to see what the optional charges was for. And he tells me it was for an optional insurance. That I had never agreed to. He told me there had been a modification but he could assure me it wasnt on their part. And quickly offered me 30 percent off of the charges I never agreed to purchase in the first place. This was highly dishonest. And I wonder how many modifications they have that customers arent notified about until they charge them and then just give a 30 percent discount to. Very displeased with Budget.
Business Response
Date: 03/05/2025
BBB #: 23019261
Case: 70897102
Avis Rental:794848084

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

We have reviewed your Complaint, and our records indicated that your reserved prepaid rate was honored. The added charge was for the acceptance of the LDW coverage.

Please be assured it is not a practice of Budget to charge for a product that is not wanted or needed, the decision of course is left up to the customer. Unfortunately, we are unable to verify the nature of the conversation at the counter. As such the rental documents are the best evidence of what you agreed to at the rental counter.

Based on this information the charges seems to be correctly rendered and no refund is order in this instance.

Thank you for giving us this opportunity to be of assistance to you.

Sincerely,

Customer Advocacy Response Coordinator
Escalation Team
Avis Budget Group, Inc.
Customer Answer
Date: 03/05/2025
I am rejecting this response because:
I never willingly added on an optional service nor was I informed that I “did”. I was not informed that I owed any remaining amount at any time pick up or drop off. I prepaid the total amount at the time of booking. If I would have selected an optional service I would have been charged at the time of my prepayment and I was not.
Business Response
Date: 03/25/2025
BBB #: 23019261
Case: 70897102

Dear Mr./Ms. Salmons,

In regards to the aforementioned BBB complaint case# 23019261, thank you for giving us the opportunity to address your concerns.

It is the customer's responsibility when signing the rental contract that everything is agreed upon at that time. If the customer doesn't agree with the optional products, the rental contract can be redone at that time of rental. The rental agents do not accept or decline the items for the customer, this is done by the customer prior to signing the rental contract and agreeing to the final, estimated charge. We encourage all customers to read their rental agreements at the counter when signing the documentation as they are assuming full responsibility and agreeing to the charges shown.

You had the benefit of this coverage during the course of your rental. As you were covered in good faith, your rental billing is found to be correct and no adjustment warranted for services received and billed.

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:06/19/2025
Type:Customer Service 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.
I had a rental at the Budget Airport Location in ****, ******, Agreement #*********, it took over 3 hours to pick-up a rental, even though I was signed up for ********* but never got any confirmation. Only had two employees working at the counter with little to no urgency with a line out the door. In addition, cars were not readily available, once you finally got checked in, you still had to wait before your car was ready. When we finally received the car, its condition was just was bad as the service, every side of the car had significant scratches, dings, and dents along with a weird smell inside and ants roaming the console.If a customer such as I had been delayed in returning the rental by 3 hours past its expected delivery time, without a doubt that Budget would have applied additional charges and penalties for the ******** a result, I too as a customer expect such repayment or reimbursement for the delay caused at no fault of my own by Budget because of your locations inability to deliver timely customer service and having inadequate preparedness in vehicles and staffing. In line with my hourly rate of $35 per hour at my place of employment, I would expect compensation in the amount of $105 returned to the credit card on file for this rental.
Business Response
Date: 06/25/2025
BBB #: 23111864
Case: 71376985

Dear Mr./Ms. Barbosa,

In regards to the aforementioned BBB complaint case# 23111864, 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 Customer Service Team did agree to refund $30.00 off your rental. We have processed this refund back to the Visa card on file, please allow up to 10 business days for this refund to post.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 06/27/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23111864, and find that this resolution is satisfactory to me.
Thank you, while they did propose that solution months ago, they never processed it and even after contacting them and replying to those messages it was never processed until today after this BBB claim was responded too. Its disappointing that without the elevation of the concern to the BBB proper and timely customer service is not delivered.

Regards,

Robert Barbosa
Initial Complaint
Date:06/19/2025
Type:Order 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.
[T88566539] budget, case # *** 504 92, Reservation #********US5 at BK2 I was told someone would address this case, # *** 504 92, a month ago. I have wasted at least day dealing with Budget ******************* I was promised and am owed Aadvantage miles for this rental. I now want ****** miles deposited to my AAdvantage account, or Ill challenge the rental payment & take legal action. I have told all the Budget locations I rent from why they lost my business. This happens EVERY SINGLE TIME I RENT, and every time I have to waste DAYS dealing with Budget's unique blend of incompetence and animus. This is beyond breach of contract to knowing fraud. I warned you 10x I would sue if this happened yet again. I have complained about it 12+ times.I also told the agents you have completely screwed up my account. You locked me out repeatedly even though my password was saved. Then you claimed you couldn't find my account, which is beyond belief. Then you keep not allowing me to search on Budget rental page because your insane system says my wizard #, which has nothing to do with Budget, doesn't match my last name. Then it wouldn't recognize my password after it forced me to change it. You already lost a rental because of this, & I am telling Berkeley location it's because of this insane negligence. When I did get the website to quote rates, it insanely told me location was closed when it was objectively open. Is there anyone competent at Budget?I already sent samples of just a few of the mails I got, & a few photos documenting the above. ALL these problems are created at your end. I did nothing different & nothing to trigger the issue. Again, please have a manager only in the US address all the above. If it is not resolved, I will file a lawsuit for cumulative fraud. Your response was to tell me to call you, when I had already wasted 8+ trying top get through, and then being told to email you. You cannot make this up. Dealing with Budget is like dealing with sociopaths.
Business Response
Date: 06/27/2025
BBB #: 23026350
Case: 70550492

Dear Mr./Ms. Hardack,

In regards to the aforementioned BBB complaint case# 23026350, 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 this rental was done at our Kittredge Street location in Berkeley, CA. Please note per the American Airlines agreement, you can only earn miles when renting from participating airport locations. As this was not an airport location it does not qualify for points, to view the full terms and conditions to earn miles with American Airlines you can view the link below.

https://www.budget.com/en/programs/miles-points-partners/airlines/aero-american

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 06/27/2025

Complaint: 23026350

I am rejecting this response because:your own agent explicitly confirmed I would get miles for this rental when I asked beforehand. Budget never takes any responsibility for the misinformation it frequently gives out, and there is no way for me to tell, and not my responsibility to figure out, when your agents are giving misinformation. Yiu can't rely on anything Budget says.

Regards,

Richard Hardack
Business Response
Date: 06/27/2025
BBB #: 23026350
Case: 70550492

Dear Mr./Ms. Hardack,

Thank you for your reply, we do apologize for any frustration that this has caused you.

Although we realize that we cannot make up for a disappointing experience such as this, we have sent you a $20.00 off coupon for your next rental. We have also shared the feedback provided with Senior Management so that this can immediately and appropriately be addressed.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Initial Complaint
Date:06/17/2025
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 prepaid for a 5 person rental car through expedia as I have many times before. When I picked up the car she told me I would need to upgrade because the car wouldn't comfortably seat 5. I agreed and she told me it would just be additional $25 a day for 5 days. She asked if wanted insurance and I told her yes, I had selected the basic insurance when I paid for the car. She then brought up a screen for me to sign and it said the total was 541. 57. I asked why it was so much. She assured me that that was just a hold they place for the total amount of the car and I would only be charged for the upgrade when it goes through. I signed and we went on our way. They then charged us for the full amount. When I contacted them to find out why they keep responding with lies. First they said that I had agreed to all these extra insurances. Then they told me what the prices of those wre but they still only added up to $325. Then they said that why charged me for mileage (before I drove the car and on an unlimited miles rental) a mileage surcharge and all sorts of other fees totaling over $1000. Each email they just keep making things up to try and justify overcharging me.
Business Response
Date: 04/24/2025
BBB #: 23224739
Case: 71545312

Dear Miranda Ray,

In regards to the
aforementioned BBB complaint case# 23224739, 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 the additional insurance coverages were added at the counter and signed for and the car was upgraded at your request. We find the charges to be correct and no adjustments are due.
I assure you we take
matters of this nature seriously and are committed to continually improve our
service. I look forward to having you use Budget rental in the future and
having a much improved experience.

Thank you for allowing
us to assist you.

Sincerely,

Avis Budget Group
Customer Advocacy
Response Coordinator

Customer Answer
Date: 04/29/2025
I am rejecting this response because: as I've stated multiple times. I was not told about additional insurance charges and when I asked the woman at the counter why the amount was so much she lied and said it was a hold for the total amount for the rental and I would only becharged for the car upgrade at $25 a day for 5 days. I had already paid for insurance through expedia.
Business Response
Date: 07/02/2025
BBB #: 23224739
Case: 71545312

Dear Miranda Ray,

Thank you for your reply, we do apologize for any frustration that this has caused you.

Our records show that in the email on April 1st, 2025, that you stated you did agree to basic coverage. Based on this the coverage charges would be upheld, we have noted your additional comments under case 71545312 and have closed your case.

Thank you for allowing us to assist you.

Sincerely,
Avis Budget Group
Customer Advocacy Response Coordinator
Customer Answer
Date: 07/03/2025

Complaint: 23224739

I am rejecting this response because:

They keep failing to see that I had already paid for my rental and insurance coverage through Expedia. I agreed to an upgraded vehicle at $25 a day. I never agreed to additional insurance. I informed the woman at the counter that I had already selected the basic coverage. She then LIED to me and said that the amount I was signed off on was the total and I would only be charged for the upgrade of $25 a day once our trip was complete. They blatantly lied to me and charged me the full amount.

Regards,

Miranda Ray
Initial Complaint
Date:06/17/2025
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.
We rented a vehicle from Budget in Feb 2024. When we did this, we manually paid for our tolls by plate through Floridas SunPass program. When we returned in April 2025, we tried to do this same thing, but Florida has changed the program. When we went back inside to inquire, we were told by the representative ********** that our tolls were covered through our rental car coverage. We asked if we needed to pay anything else for this, and she informed us no. Upon returning our rental car, an additional $96.22 was added. When I called to inquire about this, I was notified that this charge was for e-toll service. When I told the representative ****** that we were told that we wouldnt owe anything extra, he told me that was incorrect. I asked to speak with a supervisor, and was connected with ****. He very rudely informed me that he could remove the charge, but that we would be billed by the state of ******* for the tolls that we incurred. I asked to speak with someone else. I was connected with a supervisor, who told me that he could only reduce the charge by 50%. I think that we should be refunded the full amount of $96.22, as we did our due diligence to ask if anything else would be incurred, and we were told no. Budget needs to take responsibility for their representative ********** for not informing us properly.
Business Response
Date: 04/28/2025
BBB #: 23209301
Case: 71865193

Dear Mr./Ms. Lobello,

In regards to the aforementioned BBB complaint case# 23209301, 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.

Based upon the information you provided and the findings of our internal investigation, we show that when you talked to a supervisor on April 15 the 50% off was accepted and that refund was made in the amount of $47.55. We cna remove the full total of the unlimited toll package, but you will be rebilled at the eToll Standard rate if you incurred any tolls you didn’t pay for during your rental.

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: 04/29/2025
I am rejecting this response because: we were told inaccurate information, and we were responsible customers by going back inside to inquire about toll coverage. Budget Rental needs to take responsibility for their employee’s actions and pay the cost of the tolls, no matter whether they were incurred by us, the customer, or not. If I made this mistake in my job, my company would accept the responsibility of my mistake and pay the associated costs.
Business Response
Date: 07/02/2025
BBB #: 23209301
Case: 71865193

Dear Mr./Ms. Lobello,

Thank you for your reply, we do apologize for any frustration that this has caused you.

As a gesture of Customer Service we are happy to remove the toll charge from your rental. Please note that if tolls were used, and we have removed the unlimited package than you will be billed for each toll used along with a $6.95 daily convivence fee for each day that the tolls were used. If you would still like to have the toll package removed in full please let us know.

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: 07/02/2025

Complaint: 23209301

I am rejecting this response because:

As I have stated before in my previous correspondence, we as the customers did our due diligence to make sure that we were covered and were told by the employee we spoke to that we owed nothing more for our tolls to be covered. Therefore, Budget Car Rentals should stand by their employees claims, and should refund us the money, WHILE ALSO taking responsibility for the tolls and convenience fees incurred during our use of their vehicle. We want the money we were charged back AND the guarantee that we will not be charged for the tolls incurred and associated fees. I will repeat again for the record that we did nothing wrong based on what we were told, and this situation can (and should be) used by Budget for training purposes in the future. The actions we desire are standard operating procedure for many other businesses, and we are STUNNED that this simple ask cannot be completed. Budget must be in an awful position financially if returning this amount of money is such a make or break scenario.

Warmest regards,

Maggie Lobello
Initial Complaint
Date:06/17/2025
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.
I rented a car with Budget Rent-A-Car from March 4 - March 11 Reservation #********US4 at *****************************. When l picked up the car a $250 deposit was charged on my credit card and to this day it has not been returned. When l returned the car l was charged a $69.37 for a fuel charge. When l dropped off the car l asked the agent if everything looked fine, and she said yes. So, l contacted Budget and disputed this charge because when l returned the car it was filled up to the level l had picked it up at. Thankfully, they refunded me this amount after l had provided a screenshot of the purchase l had made for the gas to refill the car.Once l got the $69.37 charge resolved, l called a couple of times for my $250 deposit and l have been told the funds were released to bank. I have called my bank several times and my bank has notified me that they have not received any funds from Budget. At one point l had a three-way conversation with a representative from Budget and the bank to resolve this and the representative said they will send a fax to the Bank to have about $180 refunded back to me. I didn't understand why $180 was being refunded to me but the representative's response was that since the $69.37 has been returned to me they were going to deduct that from the $250 deposit which did not make sense to me. I had to explain to the representative that was a different charge which l have already disputed and it has been resolved so l shouldn't be getting the $180 but the full $250 deposit back. Yesterday l called twice and spoke to two different representatives and they were still not able to help me. At one point l was on hold for over 30 mins and l even asked to speak to the supervisor but l never got to because l was placed on hold until the call ended. I have not really had any issues with Budget up to this point which is very disappointing, l am hoping that this is just a misunderstanding, and that l will be able to get my full $250 deposit back.
Business Response
Date: 04/07/2025
BBB# 23160484
Budget case # 71105728
Rental # U136855530
Your
file referenced above has been brought to our attention.
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 fuel charge billed on your rental. A credit of $69.37 was issued to your
MasterCard on March 13, 2025. The credit would post to the account within
3-5 days from the processing date. We have e-mailed a copy of the
amended receipt to you under separate cover for your reference.

Authorization holds are released electronically when the contract is closed. We
apologize that the hold linked with your rental has not been released. Can you provide us with the name of your bank and their fax number ? With this information we can contact your bank and request the hold be released manually. 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. We look forward to your reply and assist with resolution.

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: 04/29/2025
Hello, l am following up on my complaint. I still have not received any updates on this complaint. Please assist. Thank you Denise.
Customer Answer
Date: 04/29/2025
I am rejecting this response because:
As l mentioned in my complaint that l have contacted Budget several times regarding this issue and two of those times l had to provide my bank's fax number. ln one instance l had a three-way phone conversation with a representative of budget and the bank and the bank provided the fax number as requested by Budget's representative. Even though Budget has received the fax number twice now for my bank, no funds have been returned to my account. I have called the bank several times also to follow up on this and they have indicated that they have not received the $250 from Budget. To move forward, l am sending the bank details again as requested; Chase Bank - 8886439624. Hopefully, this gets resolved this time around.
I can confirm that l have received the $69.37 fuel charge which l disputed previously but that is not the issue at hand. The issue at hand is that l have not received the $250 for the hold for a car rental that l return.
Customer Answer
Date: 05/13/2025
Hello, l am checking in on this. I have not received any help or update regarding this complaint. Please assist. Thank you!
Customer Answer
Date: 06/04/2025
Good afternoon,
I am following up on this complaint. I have not received any further response or information regarding this complaint and it is now exactly two months since l made this complaint. What will be the next step to ensure that Budget addresses this issue. Please assist
Thank you,
Denise.
Business Response
Date: 06/26/2025
BBB# 23160484
Budget case # 71105728
Rental # U136855530

Thank you for your reply, we do apologize for any frustration that this has caused you.

Our records show that this was already resolved, we show that the fuel charge was refunded on March 13th, 2025, in the amount of $69.37. Additionally, we show that the pending authorization hold was released on March 11th, 2025.

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:06/17/2025
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 car from Budget March 9th - March 14, 2025 from the *********** location. Upon pick up of my vehicle, I found a sticker on my key tag marked "ACCIDENT" a panel from the interior of the car was missing and the air conditioner was not working, it was blowing out hot air. I called customer service reporting the air issue. I was staying in central ***** and the temps were exceeding 95 degrees. After my call being passed around several times, I was told I can go to a location to trade the car in. The closest location offered to me with an available car was over 4 hours away. I could not drive that far so asked for a partial refund of my cost for the mechanical malfunction. Again, after waiting on hold and my call being passed around we settled on 30% off my cost for the inconvenience. I was told $255 would be credited at return. Confirmation number ********. I returned the car when due but was charged full price. I called a week later to be told the credit can take 5-7 days. I again called after two weeks to be told I received a $91. credit so my 30% would not be honored. I explained I never agreed to that and provided my confirmation number again. I was told I will not receive my credit and that was final. Every time I asked to speak to someone else to discuss, I was placed on a long hold for the same person to pick up and ask what I was waiting for. Everyone I spoke with was extremely rude, not willing to escalate my call and out right refusal to honor my agreed upon credit. I was back in *** on 3/30/25 and went to discuss the issue at the Budget counter but once again, their desk was closed and there was no customer service. I went to ****, as the sign directed but unfortunately they could not help to resolve his issue. I am beyond upset that money was essentially stolen from me.
Business Response
Date: 04/07/2025
BBB #: 23150478
Case: 71044422

Dear Mr./Ms. Finch,

In regards to the aforementioned BBB complaint case# 23150478, 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 the rental counter did discount 1 day from the rental. As you were not satisfied with this you did call into our Customer Service team and an additional refund of 30% was offered. Please note the 30% would be applied to the time and mileage only not the full rental total. After the day was discounted your time and mileage came to $195.24. Based on this we have discounted this amount 30% and an additional refund of $74.85 has been issued to the MasterCard ending in 1864. Please allow up to 10 business days for this refund to process.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 04/29/2025
I am rejecting this response because: While I thank you for your response to my complaint, the information provided is not accurate.
1) you state "the rental counter did discount 1 day from rental." I never spoke to the counter about my complaints or concerns, therefore, how or why would I discount my rate? I made my initial complaint on 3/10/2025 via customer service number.
2) I was told following several calls to customer service and road side assistance that i would receive a 30% discount off the total invoice. Your associate, who claimed to be a supervisor confirmed that my total charge is $851. and I would receive 30% off that at time of return. He also confirmed the discount amount would be $255. I was also give the case ID# 71044422, as noted in my original complaint.
3) I did receive the $74.85 refund to my MC. That is still leaving and open balance of 180.15 owed to me based on the agreement made between myself and your Customer Service Supervisor.
Business Response
Date: 06/25/2025
BBB #: 23150478
Case: 71044422

Dear Mr./Ms. Finch,

Thank you for your reply, we do apologize for any frustration that this has caused you.

Per your reservation your time and mileages was suppose to be $286.99 for the 6 days. The rental was adjusted prior to the billing of the charges bringing the time and mileage down to $195.24. This was the adjustment for the originally offered day. The 30% discount was only being made on the updated time and mileage not on the total charges. As the updated time and mileage was $195.24 we did discount it down to $136.67 which was the refund of $74.85. While we understand you do not agree with our findings we do find that all offered adjustments have been issued and would not process any additional refunds.

Thank you for allowing us to assist you, we have closed your case.

Sincerely,

Avis Budget Group
Client Relations Team
Initial Complaint
Date:06/17/2025
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 on ************ in ************** refused to give me a receipt for $1500.00 Case Number-*******. One time they implied they would send me a receipt, but I never received it. The only thing I have is from my **** showing they charged me $1500.00. I would like for them to send me a receipt.
Business Response
Date: 06/25/2025
BBB #: 23479223
Case: 72107640

Dear Mr./Ms. Mullin,

In regards to the aforementioned BBB complaint case# 23479223, 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.

We have sent the receipt to the email address on file, please note you can also access the receipt anytime from www.budget.com using your last name and rental agreement number.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Initial Complaint
Date:06/16/2025
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.
Company: Budget Car Rental / **** Budget Group Location: *********************************************** (FLL)Rental Dates: April 14, 2025 April 20, 2025 I rented a vehicle from Budget at FLL, returned it on time and in perfect condition on April 20. I received my final receipt and no issues were mentioned at drop-off. Suddenly, on June 15almost 2 months laterI received an email stating Im being held responsible for damage to the vehicle.The report they provided is dated April 26, six full days after I returned the car, and labeled READYLINE, indicating this was an internal inspection before another rentalnot upon my return. The vehicle was clearly handled or moved by others after I returned it. There is no documentation of damage upon return, no signature, no timestamped inspection, and no return reportjust photos from April 26.This appears to be a baseless and deceptive damage claim, and I want it formally dropped. I am requesting written confirmation from Budget that I will not be held liable for this damage.
Business Response
Date: 06/25/2025
BBB #: 23472934
Case: 73395600

Dear Mr./Ms. Giraldo,

In regards to the aforementioned BBB complaint case# 23472934, 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.

We have contacted our Claims Manager to review the issues you raised. When we have received a reply from their office, we will advise you accordingly. We appreciate your patience during our investigation.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team

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