Complaints

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

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  Budget Rent a Car

  6 Sylvan Way Parsippany, NJ 07054-3826

• 

  Budget Rent a Car

  360 River Street Hackensack, NJ 07601

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  Budget Rent a Car

  Tulsa, OK 74119

• 

  Budget Rent-A-Car

  4178 4 Ave Whitehorse, YT Y1A 1J6

• 

  Budget Rent A Car

  5700 E Taft Road North Syracuse, NY 13212

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:05/27/2025

  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 5/1/25 went in to pick up my rental car did not have the car I reserved and wasnt any other suitable cars for me to rent had to call and cancel was not allowed to cancel in person although the women working in building was very helpful I had to call and on phone i had very poor customer service on phone finally getting a hold of management I was told I would recive a email and refund and I still have not seen this email or refund

  Business Response

  Date: 05/08/2025

  BBB #: ********
  Case: 72277310
   
  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.
  
  Based upon the information you provided and the findings of our internal investigation, we show that your contract was opened by the location when you arrived. We have reached out to our internal department to issue a full refund for the amount of the prepaid. please allow up to 10 business days for this refund to reflect. 
  
  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:05/27/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 rent a car from April 1st - 6th, reservation #********US5. I made the reservation on February 13th, due to their advertisement of 35% off. The price I found online prior to booking was $534.82, and once I clicked on the link to complete reservation to get my 35% off, I found the price did not decrease. Therefore, I called budget, and after multiple attempts, I was finally able to get through to to ******* ******; who said "We will remove the 35% discount after the car is turned in, and payment is made". I questioned why, and was told this is standard procedure, and she would send me an email with an RE:Budget case ID, which she did (Case ID #******** see attached email). She said when I receive the email do not go to the link; however, I should call back and provide the case ID# she was providing in the letter after I turn the rental car back in. In any event, upon my return, I have made 6 attempts to get my refund (names of people I spoke with are: *******, Jordo, *******, ******** *************** of which I told by everyone I spoke with that they saw all the info in their system, and the credit was in progress; however, it takes 7 to 14 business days to receive. I called again yesterday and was told by ******* "the credit should be made by tomorrow, and to call back if I don't receive it. I did not receive; therefore, called back today and was transfered to supervisor (**** ID#***** to be told, I had been misinformed by the other people that I had spoke with on previous calls. He was very dismissive and when I said I would reach out to the BBB, he said, "well you can do that, as you already received your discount when you booked". This was completely untrue, as stated above the online price (prior to booking) was $534.82; however, when we picked the car up at airport, it was actually $580.94. I have asked for the difference in what I was orginally quoted, as well as my 35% off (for a total of $233.31) to be refunded to me. Thank you!

  Business Response

  Date: 05/08/2025

  BBB #: ********
  Case: 70826803
   
  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.
  
  When a reservation is booked on the website using a discount it is already applied in the base rate that you see. Unfortunately the promised refund the agent advised you of was denied as the discount was already applied. 
  
  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: 06/05/2025

  
  Complaint: 23278686
  
  I am rejecting this response because:

  I wanted to let you know that I understand the BBB can only do so much and greatly appreciate your trying to assist me in this matter. The BBB certainly cannot help when a company lies to them and their consumers. The response from Budget Rental Company is totally inaccurate and not true at all. I have documentation showing the price I was quoted before the supposed "discount". Also, I did some research to find that in the past year Budget Rental has had over 3000 complaints made to the BBB, and of the few I reviewed, it appeared they were all due to Budget Rentals dishonest practices, false advertising, and discounts promised to consumers that are never rewarded. I do not expect you to pursue this matter any further, I clicked on the reject option in order to send a response. Thank you again for looking into this matter for me. Again, I greatly appreciate your time and assistance in this matter.

  
  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.

  I went to drop off my car and set the luggage behind my car. I was turning it in over two hours early so there was no rush for the guy working to process the car. I was waiting for an **** with my luggage behind the car and he rudely came out and was rudely pestering me to move. I wasn't going to move all of my luggage twice unnecessarily just to accommodate his whim when I was returning the car hours early so I told him (for a second time) I was waiting for a ride and would move when the ride arrived. He was nasty and accused me of being rude. I'm not going to be super pleasant to him when he was already rude to me. How bizarre. I had to start recording on my phone to get him to stop yelling and being nasty. I think I'm owed a refund.

  Business Response

  Date: 05/08/2025

  BBB #: ********
  Case: 72458714
  
  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.

  While your experience with our Budget rental location has been less that satisfactory there is good that can come of this it in regards to corrective action and training.Please be assured that you experience was not typical of Budget usual high standards, and this matter is not being dismissed with my reply to you. A copy of this report has been forward to the responsible manager, with instructions to bring the location into compliance with our standards. 

  To demonstrate our apologies for any inconvenience this matter has caused we would like to offer you a one free rental day coupon for your use on a future rental.  Please go to ****************************** and register for FastBreak.

  We appreciate your taking the time to bring this matter to our attention. We look forward to seeing you at a Budget rental office soon.
  

  Sincerely, 

   

  Avis Budget Group
  Customer Advocacy Response Coordinator

   

  Customer Answer

  Date: 06/04/2025

  
  Complaint: 23278109
  
  I am rejecting this response because:
  
  They did not resolve the issue
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:05/27/2025

  Type:Billing 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'm submitting a complaint about the $450 cleaning fee being charged to my account for the rental vehicle ********** from 4/10 to 04/21. While I acknowledge there was some mess, I strongly believe the fee is unreasonable. Keep in mind that the vehicle was rented for 11 days at almost $1000!
  
  According to your company's policy, the maximum damage fee for severe cases is $450, which applies to extreme cases like smoking or significant vehicle damage. Given this, I request a significant adjustment to the cleaning fee.
  
  I would appreciate it if you could review this matter and consider reducing the fee to a more reasonable amount. I believe $50 would be a fair charge, considering the circumstances.

  Business Response

  Date: 05/08/2025

  BBB #* ********
  Case: ********
   
  Dear ******* ********* 
   
  In regards to the aforementioned BBB complaint case# ********* thank you for giving us the opportunity to address your concerns.
  
  Budget 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.
  
  Charges for vehicle cleaning are assessed when a vehicle is returned in such a condition that makes it not rentable and requires the vehicle to be sent for detailing putting it out of service. The fee applied will be in proportion to the level of cleaning that is needed. This includes, but is not limited to, vehicles returned with food stains on the seats, dog (or animal) hair that cannot be removed through normal vacuuming of the car, excessive odor, smoke odor, and cigarette burns.
   
  After careful review of our records, we find that the location has not provided enough documentation of the condition of the vehicle to warrant a charge of $450. Because of this, we are willing to reduce the charge to $125 once the charge has been 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

  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. Please note that I have already been billed the $450 
  
  
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Hello, I am contacting your office regarding the excessive cleaning charge for the Pacifica I rented from 4-4-25/4-15-25. It is rental number u760253045, rented and returned at ************, Airport. 'Cost Breakdown' on the letter states it was a vehicle cleaning charge for being excessively dirty. I have rented cars for over 20 years, and when I spoke to ****** on 4-29-25 to discuss it at the telephone number given in the letter I received, she said it needed washing. I requested to speak to her supervisor, she stated she would document my request and a supervisor would call me within 3-4 hours. I was at my telephone the remainder of the day, but no one called back. It sounds like there is a breakdown in communications somewhere. Today (4-30-25) I called again and Jeante reviewed the information, telling me it had a water bottle in it. We reviewed all the listed items in the letter, and none of those were in the vehicle, no smoking, no spills, stains, liquids, sand, paint, nor pets. I did leave the back seats stowed down in the vehicle, but that obviously would not be a problem. When I checked in at the return I was given the ok to leave after the attendant checked it out and checked the mileage--nothing was mentioned about any excessive trash nor excessive dirt in/on the car. I simply drove the car on the roads and expressways during my rental. It was my significant other and myself only in the car during the whole 11 days. Nothing unusual. I am sure it needed to be vacuumed and washed due to the length of time of the rental, but that is traditionally done when each vehicle is returned. Since I was not informed of any issues at the return of the vehicle, you can not just add an additional $250 charge for cleaning it. If nothing else, it is not acceptable business procedures. I was not given any pictures of what the problems supposedly were. I am requesting that the additional charges be removed from my account.

  Business Response

  Date: 05/08/2025

  BBB #: ********
  Case: 72222999
   
  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.
  
  Charges for vehicle cleaning are assessed when a vehicle is returned in such a condition that makes it not rentable and requires the vehicle to be sent for detailing putting it out of service. The fee applied will be in proportion to the level of cleaning that is needed. This includes, but is not limited to, vehicles returned with food stains on the seats, dog (or animal) hair that cannot be removed through normal vacuuming of the car, excessive odor, excessive garbage, smoke odor, and cigarette burns.
  
  At check in the agent at return does not inspect the vehicle for damage and/or cleanliness. The vehicle is sent to our maintenance team after each rental and if the vehicle is found to need cleaning, it will be taken out of fleet to be cleaned. Once the vehicle has been cleaned and can be returned to renting, the invoice for cleaning is processed then forwarded to the customer for notification of charges. This process can take up to 3 months between when the vehicle is returned and notification is received by the customer.
   
  After careful review of our records, we find that the location has not provided enough documentation of the condition of the vehicle to warrant a charge of $250. Because of this, we have applied our tier 1 cleaning fee and processed an adjustment in the amount of $125 to your card on file. Please allow three to five business days for processing.
   
  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: 06/10/2025

  
  Complaint: 23270536
  
  I am rejecting this response because: Hello, thank you for your update. I did receive a $125 partial refund, but no one has contacted me. It appears my telephone number is incorrect. It is actually ************. I still do not understand why there is $125 charge, for a normal return of a rental car. None of the reasons were possibility displayed in this situation. And I did not get any contact from budget.
  
  
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:05/27/2025

  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 May 7th Budget Rental came and took the rental car we were renting, and then charged us $2800 which over drafted our bank account. Our bank account is now on frozen due to an investigation. We have three children and are unable to get to our money.
  
  In the rental agreement there is nothing that states a $2800 charge.
  
  We are trying to purchase a vehicle and cannot due to our account being held hostage. There was never a phone call made letting us know we needed to pay any money they just came and took the car without our knowledge. We had our kids things in the car. We were able to get the things but they still will not work with our bank on fixing this issue.

  Business Response

  Date: 07/01/2025

  BBB #: ********
  Case: 72418820
  
  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 only rented the vehicle from April 10th, 2025, to April 14th, 2025. We show that the vehicle was not returned or extended on April 14th, 2025 and our attempts to contact you about the status of the vehicle went unanswered. Due to this we did higher a 3rd party repo team to locate and collect the vehicle. Due to this you have been charged for the following charges:
  22 days of rental $1429.78
  Fuel charge $227.47
  Late Fee $360.00
  Loss Prevention/Repo Fee $510.00
  
  With all taxes and fees the total charges came to $2838.50. As for any belongings in the vehicle at the time of repo they would have been turned into the locations lost and found and held for 30 days for you to retrieve them. After 30 days they items would be discarded. 
  
  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.

  On Thursday,April 24, 2025, I made arrangements with Expedia to rent a Budget Car from the ******************** for that same day. I arrived at the scheduled time and was told there were no cars available. The person at the counter then told me my identification was not valid- it is a new identification issued by *****. I was then charged a no-show fee despite showing up, being denied a rental, and being lied to. That same identification rented a budget truck at a different location the following day.

  Business Response

  Date: 05/08/2025

  BBB #: ********
  Case: 72224667
   
  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.
  
  We apologize for not being able to locate a vehicle for you at your arrival time. Since the reservation was booked less than 48 hours prior to the pick-up date, we were not able to secure a vehicle for you. When a reservation is booked the same day as pick up we are not anticipating that rental. We do our best to accommodate every rental but sometimes if vehicles aren't returned when they are supposed to be it causes us to be short on vehicles and we need to make sure that we can honor the other reservations that were booked in advance
  
  Based upon the information you provided and the findings of our internal investigation, we are unable to refund the no show fee without a the full card number. Please call into customer service at **************  and reference the above case number and provide the full Mastercard number ending in 9438. 
  
  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:05/27/2025

  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.

  Complaint:In April 2025, I prepaid $1,148.43 for a 28-day rental with Budget Rent A Car (Reservation #********US4). Upon arriving at my confirmed pickup location (UA6 ********************************************************************************), I was told no vehicles were available, despite a full lot. After contacting Budget customer service, I was directed to a second location (CT9 *********************************************), where I was again informed that no vehicles were available.Despite multiple confirmations and my full prepayment, Budget failed to honor the reservation, resulting in over two hours of wasted time, disruption to my plans, emotional distress, and inconvenience. I was issued a refund only after formal complaints, but Budget has refused to provide any meaningful compensation or remedy beyond two generic rental coupons, which are not equivalent to the disruption and financial harm caused.Additionally, Budget employees admitted that locations routinely accept reservations far beyond their available fleet essentially knowingly selling rental vehicles they do not have. This appears to be a systemic, deceptive business practice designed to prop up revenue using customer prepayments without ensuring fulfillment.Desired Resolution:Formal apology from Budget Rent A Car acknowledging the breach of contract and poor handling of this ******************* compensation beyond the refund already issued, to cover time, inconvenience, and additional expenses *************** and correction of Budgets overbooking practices to prevent future consumer harm.Assurance that prepaid reservations will only be accepted when vehicles are actually available.Your Staff admitted they had over 25 bookings without cars. Budget appears to knowingly overbook, take customer payments, and leave travelers strandeda practice that may violate consumer protection laws.

  Business Response

  Date: 05/07/2025

  BBB #: ********
  Case: 72140877
   
  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.
  
  Based upon the information you provided and the findings of our internal investigation, we show that you have already been refunded in full for the prepayment of the reservation. We also issued you a coupon for 2 free days  on a future rental. 
  
  We apologize for not being able to locate a vehicle for you at your arrival time. Since the reservation was booked less than 48 hours prior to the pick-up date, we were not able to secure a vehicle for you. When a reservation is booked the same day as pick up we are not anticipating that rental. We do our best to accommodate every rental but sometimes if vehicles aren't returned when they are supposed to be it causes us to be short on vehicles and we need to make sure that we can honor the other  reservations that were booked in advance.
  
  We take complaint resolution seriously and therefore we have thoroughly reviewed your concerns. We have carefully read and listened to your concerns, and based our response on experience and the facts at hand. As such, we are not able to provide any further compensation. Your feedback is extremely important to us, and we hope that you continue to consider us for your future rental needs. 
  
  Sincerely,
  
  ABG Client Relations Team 
  Avis Budget Group

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  A flight delayed cause the airline to change our airplane tickets making it impossible for us to pick the vehicle for the day it was scheduled for pick up. It was a prepaid reservation supposed to be picked up on 5/27 at noon, budget said it would hold the reservation for 24 hours but our flight will not arrive until the day after around 4pm going over the 24 hr policy. I Tried calling budget Rent-A-Car in San Juan, Puerto Rico and nobody picked the phone for over three hours. I called budget Rent-A-Car here in customer service in the United States but they couldn't do anything because the reservation was already was already on checkout status and only the company in Puerto Rico could do the changes. Looking at the cancellation policy from budget if I was able to cancel my reservation, I would get $150 fee for the cancellation but if I’m not able to cancel my reservation and my reservation will be taken as a no-show pick up, then my prepaid reservation will be lost so over $1000, will be pretty much stolen my budget because there’s no customer service available in Puerto Rico. We understand that Avis and budget are one company down there. I also try calling the phone number for the Avis company in San Juan Puerto Rico. That number also doesn’t work, all the options for the directory only say “that option is not available” making it impossible to get a hold of anybody for customer service.

  Business Response

  Date: 06/30/2025

  BBB #: ********
  Case: 72918841
  
  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 the rental counter did honor your reservation and the prepayment was applied to your rental. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

  Customer Answer

  Date: 07/02/2025

  
  Complaint: 23381735
  
  I am rejecting this response because:

  The company failed to even read my claim correctly and try to understand what happened. Providing a generic answer most likely by an AI system. My original claim clearly said that it was impossible to get a hold of customer service to cancel my reservation before the vehicle was picked up. The customer service center at the pick up site (***********) had no known phone numbers not even for the main company or other branches of the same company. We were on the phone on hold for over 4 hours with the automatic phone tree and never able to talk to a human in order to assist with our situation. The consequence of this was loosing all my prepaid money approximately $1,100 already paid to this company which I paid off way back early this same year.
  
  
  
  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.

  Rental dates: 04/03/2025 - 04/05/2025 . I pick this *** up at ******************** on a Thursday drove straight to check at hotel went out to eat and back to the hotel for the rest of the night . Got up and dressed for a furneral on friday. Drove and attended the furneral and out to eat, went back to hotel where I stayed the rest on the night, checkin for my flight back. Got up and packed, then checked out of the hotel, went to put gas in the rental, then drove straight to return it. upon returning it no issues were found as I stood there with the attendance/ return check in lady/person. She said my receipt would be text to me, and it was. Then a five day to a week later receive email then a Letter and a bill for $450.00 vehicle cleaning fee. No one but me were ever in that vehicle during my rental period and I'm 69 yrs old with little health issue. I wonder how many people have they done this too.

  Business Response

  Date: 05/01/2025

  BBB #: ********
  Case: 72161024
  
  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.

  Our records show the vehicle was brought back with the presence of a smoke smell; however, upon further review, we have found the charges were incorrectly charged, and we have refunded this back to your credit card.  

  I have shared your feedback with ***************** so that this can immediately and appropriately be addressed with the locations staff and Management.

  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