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Business Profile

Auto Rentals and Leasing

Budget Car and Truck Rental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

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

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Budget Car and Truck Rental has 12 locations, listed below.

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    Customer Complaints Summary

    • 28 total complaints in the last 3 years.
    • 10 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/20/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 rental vehicle from Budget on August 28, 2022 for the period of December 23-28, 2022. Upon arriving at the desk, the agent revealed that Budget had over-booked and did not have a vehicle ready. The agent stated that she would not have a vehicle ready for another 3 hours. However, the agent told my wife and me that she could dig up an SUV if we agreed to pay an additional ~$700. Given that we had a sick infant and had just gotten off a 5+ hour flight, my wife and I felt we had no choice but to pay.

      When we called up the Budget national service desk, they agreed that the agent’s behavior was unacceptable and agreed to refund $675. The national service desk initiated the process to refund the money. However, the SLC franchise itself has to pay the money back, and they have simply gone silent and refused to communicate further. It has now been nearly two months without the agreed to refund.

      Upon reading the reviews of the SLC Budget franchise, it is clear that this is a tactic they use regularly to extort more money from stranded travelers. Due to their repeated pattern of unethical behavior, and their unwillingness to fulfill their verbally agreed to refund, I am filing this complaint in the hopes that the BBB can force a change in their business practices.

    • Initial Complaint

      Date:01/23/2023

      Type:Product Issues
      Status:
      Unanswered
      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 overcharged for my rental. My rental was to be in the $700 dollar range. The Ford Mustang was returned on January 2nd. I have been charge through the 5th. I was overcharged over $1500. I have called now numerous times, was at first told I had to pay it because that's just what the computer told the customer service representative and it was impossible for me to get my money back. Then I spoke with a manager who immediately said he would refund the overcharges. Now over a week since the call I still have not received a refund for the overcharges. I have called again and got no where. I was told they are submitting the request again?! I cannot believe the level on ineptitude from a company. I demand this to be fixed immediately and it would be nice to be compensated for my time I've had to take away from my life to reach out and get my own money back.

    • Initial Complaint

      Date:09/16/2022

      Type:Product Issues
      Status:
      Unanswered
      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 made a reservation online and prepaid $775.52 with cc ending **** on August 5th. This credit card was comprised and closed at my bank and SLC Budget refused my other credit card charging an entire rental again. I have attached that rental receipt charging me again for $753.43 on cc ending in ****. I called on August 29 and was told by a customer service representative that that my refund for $772.52 on credit card **** was coming in 7 to 10 business days. It has been 13 business days and calling back no one know what the hell is going on. Now they tell me Salt Lake Budget is responsible for this refund and SLC Budget gave me a customer service number. I am getting the absolute run around from this company and want my refund!

    • Initial Complaint

      Date:09/06/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 through Budget Rental Car at Salt Lake City airport dba The Salt Lake City Landsmen LLC an independent budget rental car operator. We reserved a Jeep Cherokee and upon arrival at SLC we were informed that the type of vehicle was not available. The representative tried to up sell a larger vehicle but we declined. Upon reviewing our bill afterwards we found a charge for $49.99 per day daily upgrade was added after the fact. Our original rental agreement attached below clearly shows no such charge was authorized. Attempts to resolve this issue with the company have proved fruitless. We are simply asking for this business to conduct itself honestly and refund the additional unauthorized charges totaling $149.99.

    • Initial Complaint

      Date:08/13/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 in the intermediate suv class, in order to be eligible for the promo they emailed me, I had to prepay, which I did. I am a fast break member which means my car should be ready at kiosk instead of having to go to the counter, it was not. After over 30 minutes waiting, my prepaid car was not available, they gave me a compact sedan instead and did not adjust the price accordingly. The car did not reach the speed limit on the highway without nearly standing on the pedal. It had an issue and was burning gas at the rate of a dump truck. Management has not returned my call in an effort to correct the issue.

    • Initial Complaint

      Date:07/29/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 are ***** ****, *** ****, and ****** ******, and we'd like to file a complaint about excessive cleaning fees charged to our credit cards by Budget Car Rental.

      We rented 3 minivans from Budget between 6/29 and 7/6 at a total cost of $1,527.25.  Our rental confirmation numbers are ***********, ***********, and *********** for *****, ***, and ******, respectively.  The minivans had been returned in time on 7/6.  On the same day, in addition to the rental amount, Budget had charged to each of our credit cards an additional amount of $586.25, which totaled $1,758.25, for salt removal.

      Before we returned the car, we had made sure that the cars' exteriors be cleaned thoroughly by a professional cleaning service.  Please see the attached document for proof of payment for service from Fabulous Freddy’s Car Wash in Sandy, UT.

      When we picked up the cars, we were asked only to check for major scratches and dents. We were not asked to check underneath the cars for salts or other debris. The rental agreement does not have any clause that holds renters responsible for debris that may get to the car's underneath. Budget never mentioned about a salt removal fee to be applied if the car is driven on salt surface. In addition, we find charging salt removal fees to rental cars in Utah, a state where it snows in the winter, and where salts are used to melt ice on the road surfaces, unreasonable. To our knowledge, Budget does not require renters to clean the cars' underneath after a snow in SLC. Also, traces of salts on the car can be easily sprayed off with water within minutes; thus, an amount of $586.25 for cleaning is unjustifiable.  We believe that Budget is taking advantage of the amount of salt present in SLC to charge tourists excessively to increase its own profits.

      We are seeking for your office’s assistance to have Budget Rental Car fully refund the amount of $586.25 that they had charged to each of our credit cards. We hope to hear from your office soon.

    Budget Car and Truck Rental is NOT a BBB Accredited Business.

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