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

3,114 total complaints in the last 3 years.
1,183 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:05/28/2025
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.
- picked up a rental car in ************ on March 4 - March 7 the rental would not start and I spent almost 4 hours trying to get through to someone at budget to get assistance. Finally someone at roadside assistance was able to put in a request for a tow truck and a replacement vehicle. I was told my husband could pick up the replacement at the airport because I had 2 kids with me and once he arrived they said no he could not pick it up even though he was the secondary driver on the account. I had to make my way to the airport and collect the car myself. - the agent was non-apologetic, said there was nothing he could do and it was just the way it is this time of year - I called to extend our rental by one day because we lost a day of our vacation because of the rental and I asked for a one day extension free of charge because of this situation and I was told that was impossible Budget has taken away a full day of our vacation and the customer service has been TERRIBLE. Nobody has made any effort to apologize, refund, or make anything better.
Business Response
Date: 03/12/2025
BBB #: ********
Case: 70982211

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 you still have the rental, due to this we do not have any billing on file yet to adjust or review. We would recommend speaking with the rental counter at the time of return about the billing for possible adjustments.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 03/25/2025
I am rejecting this response because:
I do not still have the rental vehicle as stated in the message from the business. I have been charged for the rental and on top of that I have now been charged for a tow bill as well. The vehicle was returned on March 13, 2025.
Business Response
Date: 06/27/2025
BBB #: 23038601
Case: 70982211

Dear ******* ****,

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

Our records show that this matter has since been resolved.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Initial Complaint
Date:05/28/2025
Type:Service or Repair 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 3-28-25, I picked up a cargo van from Budget Truck Rental, previously reserved, for a one-way move of items from ******** ** *******. I picked up the cargo van from: ****** ****** Locksmiths, ***** ******* ***** ********* *** *****. I paid $463.99 for the rental, insurance, taxes, and fees. I called ahead to ensure an after-hours drop off at *** ** ****** *** ** Bloomington, Indiana was available. I dropped off the van the same day, fully gassed up, at approximately 6:30PM, with the keys and extra copy of receipt in the locked drop box. The following week, I did not receive any notification that the van had been checked in. On 4-4-25, I attempted to get a confirmation/receipt of this. I called Budget at ###-###-####. I spent a full hour on the phone trying to get a confirmation. I was told by 4 different operators that my customer reference number(from my pick-up receipt) and my confirmation number(from my reservation email sent a few days before my move) were not valid numbers. Both these numbers are the same (1*********900). They also told me the address where I picked up the van Friday morning was not in their system. They told me they couldn't help me at all, and suggested I call the local office in Bloomington, and also suggested I "look at the website and see where it takes me." I called the local office(###-###-####) 4 times, and each time it lead me back to the main customer service number. I tried again later that afternoon, and the local office answered. I explained my issue, and the woman stated she had received the van. I asked for an email stating that, and she refused. I asked what my proof was of the van's return, and she said "because I'm telling you it was returned." When I pressed for written confirmation, she hung up on me. I called back immediately, and spoke to a different person, who also hung up on me when I stated what I wanted. I still have no written confirmation that a very expensive van has been checked in and found acceptable.
Business Response
Date: 04/08/2025
BBB #* ********
Case: ********

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.

Our records show that our Customer Service team already addressed your concerns on April 5th, 2025. However, enclosed is a copy of your rental receipt for your records.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 04/09/2025
The company (Budget Truck Rental) has contacted me with an apology and a receipt of the return of the moving van.

Thank you
Initial Complaint
Date:05/28/2025
Type:Sales and Advertising 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 April 14, I rented a van from Budget, location **** ******** ***, ******, ** *****. At the time, I signed a waiver declining their insurance coverage, as I was covered with my personal insurance. When I dropped off the van, the agent 'accidentally' added their liability insurance, because they 'forgot' I had signed the paper. They charged my card before 'realizing their mistake'. They weren't able to do anything at the time, they made us call customer service to get this resolved. Tax was charged for this liability fee, and Budget is refusing to refund the sales tax on something that should never have been charged in the first place.
Business Response
Date: 06/30/2025
BBB #: ********
Case: 73804135

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.

Once this complaint was received, we tried to conduct an investigation. Unfortunately, there was not enough information provided, and your rental was unable to be located if you would kindly provide us the following information below, so we can investigate this matter further.

Reservation Number;
Renter's Name;
Rental Location;
Exact Date/Year of Rental;

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Initial Complaint
Date:05/27/2025
Type:Service or Repair 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 picked up my rental car from Budget at the *********** in ************* on April 17th 2025. Upon inspection the car had bumper damage and I took a full video of the vehicle inside and out. They looked at the car upon exit, I mentioned it, they acknowledged it. When I returned the car in Ap/ril 18th 2025, the person taking the car from me at budget IMMEDIATELY accused me of damaging the car. I told her no I did not damage the car and showed her the video. She then annoyingly told me "fine" and that was it. About a week later, I got an email stating that I damaged the car and that they were filing a claim. This is super shady business practice by your people at the ***********. From what it looks like, THEY caused the damage before I ever picked it up and they're trying to **** it off on me. I have a full video, showing everything including the damage they're claiming I made to the car in that video. The rental agreement number is U129758311. The claim number is **********.
Business Response
Date: 05/09/2025
BBB #: ********
Case: 72288589

Dear ******** ***,

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

Budget values our relationship with 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 giving us the opportunity to be of assistance to you.

Sincerely,

Avis Budget Group
Customer Advocacy Response Coordinator
Business Response
Date: 05/12/2025
BBB #: 23290220
Case: 72288589
Thank you for your patience during our investigation.

We have received a reply from our Claims Manager. Based upon the information you provided and the findings of our internal investigation, the claim has been stopped. Their office will be sending a closing letter via standard mail confirming this information. 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: 06/04/2025
[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 ********, and find that this resolution is satisfactory to me.

Regards,

******** ***
Initial Complaint
Date:05/27/2025
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 rent a car placed two fraudulent charges on my personal credit card on two separate occasions while I was renting a car for work, using a work credit card. I did not use the card that the charges appeared on at any time.
Business Response
Date: 05/09/2025
BBB #: ********
Case: 72477605

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.

Once this complaint was received, we tried to conduct an investigation. Unfortunately, there was not enough information provided, and your rental was unable to be located if you would kindly provide us the following information below, so we can investigate this matter further.

Reservation Number;
Renter's Name;
Rental Location;
Exact Date/Year of Rental;

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Initial Complaint
Date:05/27/2025
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.
The woman who assisted me with my rental was dishonest and Misrepresented the need for toll equipment. I understand the e-toll system but was told the charge was simply a hold and would be adjusted based on actual toll usage after the rental. I was charged the full amount with no correction. Budget should know customers are being lied to to purchase unnecessary add ons.
Business Response
Date: 05/09/2025
BBB #: ********
Case: 72341998

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 you have already contacted our **************** Team and had your concerns resolved.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Initial Complaint
Date:05/27/2025
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.
Today, I received a threatening text message stating that legal action would be taken if I do not return my rental vehicle. However, the vehicle was returned as agreed, and this should be reflected in your system.

I have made multiple calls requesting that the vehicle be properly checked in, but despite my efforts, the matter remains unresolved. It is unacceptable that I am receiving legal threats due to a failure on your end to process the return appropriately. After spending hundreds of dollars with this company, I am disappointed with the service.
Customer Answer
Date: 05/08/2025
This has been resolved and can be closed.
Business Response
Date: 05/09/2025
BBB #* ********
Case: ********

Dear ******* *******

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

Budget values our
relationship with travelers and always strives to do the right thing. We
apologize for the inconvenience this matter has caused.
After careful review of your case notes, the contract has been closed out and 2 credits were issued for $15.99 and $74.33 on May 7, 2025. Please allow up to 10 days for processing.
Although we realize
that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us. Only by being made aware of a
problem can we correct it and offer the high quality of service that our
customers expect and deserve.

Sincerely,

Avis Budget Group
Customer Advocacy
Response Coordinator
Initial Complaint
Date:05/27/2025
Type:Customer Service 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 3/5/2025 I rented a car from Budget at ****************************. I returned the car on 3/8/2025 at 7:26pm. At the time of return the car was clean and did not smell of smoke. I do not smoke and would not have accepted a rental car that smelled of smoke. A vehicle inspection was performed on 3/9/2025 at 5:56pm. The car was in Budget's possession and under their control for the 22-1/2 hours between return and inspection. At the time of inspection the car was found to have heavy smoke smell, and I was charged a $450 cleaning fee. I have spoken with Budget customer service three times attempting to resolve this issue. One agent offered to reduce this fee by 50%, which I did not accept. On each of these three calls I asked to speak with a supervisor but was left on hold for an extended period of time, or the promised return call did not happen. During these calls I requested information on who was in the car between return and inspection, but no information was provided. I do not feel I should be assessed a fee for something I did not do.A web search reveals I am not alone in experiencing this situation when renting from **** / Budget. Note that car rental terms and conditions are provided on their website at **************************************************************************************
Business Response
Date: 05/09/2025
BBB #: ********
Case: 71300107

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 you have already contacted our **************** Team and had the cleaning fee refunded.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Initial Complaint
Date:05/27/2025
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.
I was issued a coupon as compensation for a previous rental experience in which I was provided a vehicle infested with roaches. When I attempted to redeem this coupon, I encountered repeated error messages and subsequently contacted customer service for assistance on 4/15/2025.
During my interaction with a customer service representative, he attempted to apply the valid coupon to my reservation but also encountered an error. He confirmed that the coupon was active, not subject to blackout dates, and placed me on hold to consult with a supervisor. Upon returning, he informed me that I should proceed with the rental and that I would be reimbursed after returning the vehicle.
Relying on this assurance, I completed the rental on 4/21/2025. On April 23, 2025, I contacted Customer Service and was informed by both a representative and a supervisor that although the note was present in the system, they were unable to issue a refund due to the coupon allegedly having blackout dates. However, the coupon explicitly states, 'Blackout dates: none.'"

Had I not been explicitly told that reimbursement would be issued, I would have chosen a different vehicle rather than proceeding with the Chevy Trax. The case notes reflect that the coupon was valid and that a reimbursement commitment was made.
I am extremely disappointed with how this matter has been handled. I feel misled by Budget/Avis, and the situation has caused unnecessary stress and frustration. I respectfully request that the company honor the assurance provided to me and process the reimbursement as promised.
Business Response
Date: 05/09/2025
BBB #: ********
Case: ********

Dear ******* ******

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

Budget values our
relationship with travelers and always strives to do the right thing. We
apologize for the inconvenience this matter has caused.
We have contacted the Operations Manager to review the issues you have raised as this is an Independant location. When we have received a reply from their office, we will advise you accordingly.
We appreciate your patience during this investigation.

Sincerely,

Avis Budget Group
Customer Advocacy
Response Coordinator
Business Response
Date: 05/09/2025
BBB #: ********
Case: ********

Dear ******* ******

In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
Thank you for your patience during our investigation. Based on the finding of our internal investigation, we will be adjusting your rental charges for 3 days to honor your coupon ******** 48 hours after your rental vehicle has been checked in on May 21, 2025.
Please email us a copy of rental receipt once the vehicle has been checked in to *********************************, put your reservation and case number in the subject of your email.
Sincerely,
ABG Client Relations

Customer Answer
Date: 05/12/2025
Update: Budget /Avis has refunded me for the three day rental, but it should not have taken me filing a complaint to get a refund.
Initial Complaint
Date:05/27/2025
Type:Service or Repair 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 reserved a small car from Budget, but when I went to pick it up at the Denver Airport I was told my car was not there and I would have to take something else. The something else was a large pickup truck. I have never driven a vehicle this big. Therefore, my trip was ruined because of the size of this vehicle I was not able to go many places. The truck was 7'6" tall and the parking garages were 6"6". I had to pay higher prices to charge this EV.
Business Response
Date: 05/09/2025
BBB #* ********
Case: ********

Dea* ******* ******

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.

Reservations are booked based on our expected availability, however when vehicles are returned back late or returned damaged it can cause us to not have the availability we had expected. In these cases we will offer you the next available class of vehicle at no additional charge. As a gesture of Customer Service we are happy to offer you a $30.00 off coupon for your next rental. To accept this coupon please provide your Budget FastBreak number, if you do not have a FastBreak number we can create on your behalf.

Thank you for allowing us to assist you.

Sincerely,

Avis Budget Group
Client Relations Team
Customer Answer
Date: 06/04/2025
[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 ********, and find that this resolution is satisfactory to me. I do not have a fast track number?

Regards,

****** *****

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Budget Rent a Car is NOT a BBB Accredited Business.