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

• 

  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:05/26/2025

  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.

  Dear BBBI am writing to formally express my dissatisfaction with the services provided by Budget. As someone who frequently rents cars for work, I have never encountered such poor customer service and unreasonable billing practices with any rental company nationwide.Typically, other rental companies notify me via calls, texts, or emails if I am late, allowing me to extend my rental or return the vehicle for a different one. However, with Budget, I received no such communication. Instead, I was shocked to receive an email stating that the car was being reported as stolen.This lack of communication resulted in a bill that was six times the normal weekly rental rate, which I find completely unacceptable. The absence of any automated phone call, text message, or email until the situation had escalated was highly unprofessional and indicative of extremely poor customer service.Additionally, I would not have rented a car from Budget a second time if I had not been pressed for time. Despite having rented from them just the week before, they were unable to locate my previous rental in their system. I was stuck at their counter for an hour while they unsuccessfully searched for my record, despite my credit card transaction for $454.18 from the prior week. They then claimed to offer me a deal due to their inability to manage their system properly, which was not reflected in the actual service I *********** add to my frustration, I never received an emailed receipt for my first rental, which means I have to cover that expense myself as they failed to provide the necessary documentation for reimbursement.Overall, Budget has demonstrated complete incompetence, leading to significant inconvenience and financial loss on my part. I request an immediate resolution to this matter, including a refund for the excessive charges and a review of their customer service procedures.Thank you for your attention to this serious matter, sincerely ******** *********

  Business Response

  Date: 06/30/2025

  BBB #: ********
  Case: 73808796
  
  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 rental went past due on May 9th, 2025, due to this our Loss Prevent Team did process an additional hold on May 12th, 2025, to give you additional time to extend or return the rental. On May 16th, 2025, we still had not been contacted about the status of the rental so our Loss Prevent Team did reach out via both email and mail. As a gesture of **************** we have discounted 25% off the late fee. This is a total refund of $46.21, 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

• Initial Complaint

  Date:05/25/2025

  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.

  We rented a car from Budget in FL 2/17/25 - 2/24/25 *********** Malibu Lic#BPN6744) and the car broke down on 2/22/25 due to a bad battery on Saturday morning. We called Budget to inform them and they sent emergency road side service however it would cost $181.00. In order for them to come we had to agree to pay the charges or they would not send someone out. The gentleman came out and informed us this was his 3rd call for this type of problem. He said the cars are not being maintained or serviced. We called Budget back asking for another car and they proceeded to tell us we had to call **** $43.06 in order to pick up another car as they would not deliver a car to us stranded at the hotel. Budget also told us we would be charged for gas $140 because the tank was not full. We could not drive the car! We lost 1 day rental $128.25. We informed them that we would be disputing the charges for the roadside service and gas charged because we could not drive the car. We picked up another car ******** and filled that up with gas. We are now going into June and we still have not been refunded our monies except for the emergency road side service = $181.00. We would like compensation for the ****, gas and 1 days rental = $311.31. Budget claims they cannot credit our credit card account because we placed a dispute on our card which has now been lifted and the dispute closed because Budget informed they would give us a refund and still have not refunded us. We have called Budget and sent them numerous emails and a letter from our credit card company and they still refuse to work with us. We are tired of all the ******** and emotional frustration this has caused. Budget does not care about their customers. They rent cars that are junk and need service and do not care about customer safety. ********************** just wants to turn over cars at the liability of the customer and then will not do what is right. If we need to provide anymore information please reach out to us.

  Business Response

  Date: 06/30/2025

  BBB #: ********
  Case: 71671759
  
  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.
  
  Although we realize that we cannot make up for a disappointing experience such as this, we have removed the fuel charge and credited a day off the rental. This is a total credit of $205.98, please allow up to ************************************************************************* 2273. In order for us to reimburse your for the **** charge please provide a more detailed **** receipt which includes the breakdown of the charges billed along with the name of the passenger listed to validate the receipt. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

• Initial Complaint

  Date:05/24/2025

  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 was issued a $450 fee for pet hair in a vehicle.
  
  To say that animal hair is causing $450 in damages is completely absurd. First of all, it takes 5 minutes to vacuum the hair. Second of all, this is not damage, it’s a small amount of cleaning which I’m sure is done with every car return regardless.
  
  I would like to add that the car I was given was not even the car I reserved. As I reserved an elite SUV and was given a minivan instead.
  
  As I said previously, I’ve returned multiple vehicles in the past that my pet has ridden in, and never once was dog hair even mentioned. So I find these claims to be completely egregious and downright predatory.
  
  When I called Budget, I was told I would be refunded the $450. The refund never came. I called back twice and they told me it was still pending but I would receive the refund.
  Then when I called a final time I was told by a rep that they had no record of these conversations and the case was closed. They essentially told me I was lying.
  From reading multiple posts online from others, this seems to be a standard business practice of Budget: they asses an exorbitant fee and hope you won’t fight it and eventually let it go.
  I’m not willing to let this go after the way I was treated. And I don’t want Budget to do this to others.

  Business Response

  Date: 07/01/2025

  BBB #: ********
  Case: 70372182
  
  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 this was already resolved and the the cleaning fee was refunded on June 6th, 2025.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

• Initial Complaint

  Date:05/24/2025

  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.

  Under reservation 19811155US0 I prepaid for a ***** Traverse or like vehicle. I arrived for my reservation on 5/3/2025 and was given a VW Tiguan. This is a model below what I paid for. There is a refund due because I paid for a ***** Traverse. Even when checking out my **** ***** remained at $491.41.

• Initial Complaint

  Date:05/24/2025

  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 customer service Rep ***** was so rude . I booked my reservation through Priceline at a non refundable rate. I went to pick up my car and was told they needed to see my credit card and license . Gave the *** that and he said they would be holding the card on file until the reservation was done . He then said it declined because $250 was supposed to come off . I told him I would be over my credit card limit if I did that . I called Priceline then came back up asked for a manager whom told me I would need the $250 on a credit card they couldnt take my debit card so I can try to see if customer service could do something . I spoke to ***** gave him my reservation number then he continuously yelled over me saying thats my problem I rented through a third party if wanna make changes I need to call them . I continuously told him that not why I called . After he continued to yell I told him if you werent smacking on your food at the beginning of the call you wouldnt been able to hear me. He continued yell over me and said either you gone pay the $250 or you not gone get no car at all. Then I started to ask for a manager which I was refused one . So once I told him I wasnt hanging up until a manager gets on the phone he told me I dont have $250 so theres no reason for use to keep talking and hung up. I am demanding to be contacted by corporate and the tape the be pulled. This is my second time coming to budget and its always something wrong when I book thats why I need to stop trying to book with you all .

  Business Response

  Date: 06/30/2025

  BBB #: ********
  Case: 72832069
  
  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.
  
  Reports such as this are not taken lightly and the inappropriate behavior you encountered will be addressed in a most urgent manner so any necessary coaching, training or disciplinary action can be taken to prevent any future occurrence. As you can understand, we are not able to discuss or disclose the details of the actions taken as these records are restricted to the individual employees personal files. Again, the behavior you experienced is considered highly unacceptable under any circumstances and we can assure you all necessary actions will be taken to ensure this is stopped.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

• Initial Complaint

  Date:05/24/2025

  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.

  Reservation made, confirmed and processed by Budget. When I arrived at pickup location the rental was denied when trying to run payment for the 300.00 hold. The message given to Budget employee was "Refer to ******* - Do not rent". I contacted both my financial institution and ******* and were told by both companies that there were no holds, leins or other issues with my account. Budget employee was given this information and I was told that there was nothing that could be done to process putting the hold on my card even though the payment for the rental had been accepted. I need to have an immediate explanation as to why my rental was denied. I can be contacted at the previously provided phone number or email. ( *********@*****.***/ ###-###-####)

  Business Response

  Date: 07/01/2025

  BBB #: ********
  Case: 73832442
  
  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 at the time of rental you presented a debit card, per our rental terms and conditions when using a debit card a soft credit check is completed to determine credit worthiness. The credit checks are processed through Equifax, and when your credit was ran it came back as declined. Once your credit has been declined the only way we can move forward with your rental is with a major credit card for the authorization hold. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

• Initial Complaint

  Date:05/24/2025

  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.

  Date of Original Transaction: Feb 10, 2025
  Confirmation #: ***********
  Rental Agreement #: *********
  Original Amount Paid: $252.42
  Disputed Charge: $157.98 (drop-off fee never refunded)
  
  I rented a car from Budget (pickup: Boise, ID – Feb 10; intended drop-off: Bozeman, MT – Feb 17). I confirmed the drop-off location with agents multiple times, but while in Montana I found out the system still showed the return as Boise. I was told the drop-off change wasn’t properly applied. I was charged $157.98 to update it and assured it would be refunded. It never was.
  
  I contacted Budget at least 5 times, plus during multiple reservation extensions, each time being told the refund was “processing” or “sent.” On March 7, a new case (#********) was opened and I was told the refund didn’t go through on my ****, so they’d reissue it to my ***** Card within 3–5 days. Nothing was received.
  
  On March 25, I was told I was emailed a doc request related to ****. On March 31, I was told it was sent to the back office. On April 30, I was told $179.24 was refunded to **** and would arrive in 5–7 days. I received a receipt for $814.52 that day, but it didn’t match any charges or reflect a refund. I even sent my bank statements showing I never received anything on either card.
  
  Despite over 3 months of follow-up, Budget has failed to resolve this or prove that a refund was ever processed. I’m requesting a full refund of the $157.98 (or $179.24 if accurate) to my ***** Card or another confirmable method, plus written confirmation this is resolved.

  Business Response

  Date: 07/01/2025

  BBB #: ********
  Case: 70567245
  
  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 this was already resolved and the following credits were issued the **************** Card ending in 2005.
  
  $159.00 refunded March 4th, 2025
  $179.24 refunded April 30th, 2025
  
  If you have not seen these refunds post, please check with **************** as to the status of the refunds. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

• Initial Complaint

  Date:05/24/2025

  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 budget rental car in Boulder, Colorado from March 19th to March 26th, 2025. While I drove the rental car back to my hotel that was 2 1/2 hours from the rental car location I noticed a STRONG body odor smell in the car. I called the Budget rental and complained. They said they had limited vehicles and that when I turned the car in in a week I could call Budget and complain and try to get a refund and that’s what I did. I called and was told I would get a 30% refund in 7 to 10 days which came to $134.00. Well weeks went by no refund. I called again and was transferred and basically ignored. Then I wrote an email. I was ignored. Then I wrote another email and they said they would give me 50% off a new rental. I explained I don’t want to rent another car nor would I rent a car from budget again. I just want my $134.00 refund. I have resized my photos of the rental car budget contract and emails and it won’t let me down load them and send them.

  Business Response

  Date: 06/30/2025

  BBB #: ********
  Case: 71356513
  
  Dear ******* Glenfield, 
  
  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 have refunded $134.72 back on your rental.  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 allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

• Initial Complaint

  Date:05/24/2025

  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.

  For my last rental (#**********) I was charged a $450 cleaning fee. This fee was charged due to dirt/debris on the floorboards where the customer and passenger feet must go. Budget provided no paper, rubber, or carpet floormats & this was unavoidable due to weather (shoe transfer from rain/gravel driveway/lot). I am a long-time, loyal customer & rent multiple times a year - this was unavoidable during transit to the airport for a flight out before the rental center opened. I called to complain, also emailed customer service and received a quick response that the charges will stand. I'm in disbelief - vehicles are always returned with full tanks and no trash or items left behind. If this were to the seats, interior or any place other than an unprotected floorboard, understandable. Rain and snow are common occurrences in the north and it is unreasonable to expect customers, if no paper or mats are provided, to not have transfer from shoes getting in and out of vehicle. A $450 cleaning fee is outrageous regardless and refusal to even consider the charge from someone that rents frequently is even worse. Very disappointed. I am asking Budget in good faith to reverse this charge, I have always been a good customer and hope to be able to rectify this so that can continue in the future.

  Business Response

  Date: 06/30/2025

  BBB #: ********
  Case: 72572481
  
  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 have refunded the cleaning fee billed on the rental.  A credit of $450.00 has been issued to the account on file.  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 allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team

• Initial Complaint

  Date:05/23/2025

  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 rental car on May 9th. When I arrived, they did not have the car and "upgraded" me to a much larger car that was far more expensive on gas. Then, they told me the cleaning people had not cleaned any of the cars and offered me 2 cars to pick "which was cleaner". One car was absolutely terrible and the other smelled like cigarettes and only had a half a tank of gas. I was going to visit a family member who is sick, so against my better judgement, I took the car that smelled like cigarettes. Almost as soon as I leave, I get a notice that they maxed out my credit card and charged over 650$. This was not at all what I agreed to. I was told the car rental was 145 and the security deposit was 250. They attached so many extra charges and now I'm having to dispute through the bank, shut off my credit cards. They're going to give my money back or I'm going to just find the employee who stole it from me and I'll take it from him myself. I do not allow people to steal from me. The company refused to do anything except offer a 30% discount off of the money that was STOLEN FROM ME. Absolutely ridiculous. Scam artists!

  Business Response

  Date: 06/30/2025

  BBB #: ********
  Case: 72498350
  
  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 a refund of $100.67 was issues on May 15th, 2025.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Client Relations Team