Complaints

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:05/03/2025

  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 arrived in ********* on 4/23 to rent a car and drive to ********* to attend the *** Draft. My initial reservation was for a luxury vehicle, which I had made several months earlier. When I arrived, I was given a Jaguar F-Pace. While I was looking for the keys, another renter came out with them and was told they had been given the same vehicle. I went back inside to speak with customer service. After about an hour of trying to find another vehicle, I was eventually given a Jeep Grand Cherokee.Upon inspecting the vehicle, I noticed a strong smell of stale smoke. I spoke with two different attendants on-site, one of whom took a picture of the *** and entered some data into her phone. Both assured me that they would make a note in the rental record so I wouldnt be charged for cleaning upon return.On May 2, I received an email from **** stating that I would be charged $450 for cleaning the vehicle. I called and spoke to a customer service representative, who told me that the attendants on-site arent able to handle those issues, and I should have called and spoken to them before taking the vehicle. I had no reason to believe the employees were lying to **** would advise staying away from Budget and ****, particularly this location in *********.

  Business Response

  Date: 05/21/2025

  Hi, The wrong contract number was billed. The refund for this $450 fee is being processed. It should reflect in 7-10 business days.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Agreement Number: U791098173 Renters Name: *********** ******* Relation to Renter: (self)My wife and I were issued a car there that smelled of smoke, but neither of us noticed the degree of the odor immediately as we were getting over illnesses that reduced our sense of smell. Throughout the three-day rental we noticed it more, but did not have the time or bandwidth to devote to figuring out how to report this to budget (there is no clear means of doing this other than calling budget and wading through the labyrinth of phone options and waiting on hold). The smell was very noticeable and unpleasant, but we put up with it for the weekend because it would have been more trouble to agitate for a change when we were hundreds of miles from the office, and assumedly Budget had judged the car fit for subsequent rentals by non-smokers, as we had been issued the car after whoever was responsible for the smell.Weeks later, we have received a $450 cleaning fee from Budget. The only way this can be understood is that no one employed by Budget ever recorded the onset of the smell after whoever is actually responsible. The idea that anyone in our party (both of us are non-smokers, have never touched a cigarette, and were with our five-month old child the entire trip) can be held responsible is an indication only of Budgets failure to inspect their vehicles properly between rentals. This was also indicated by the presence of a razor blade on the sunroof of our car before we left, which is unsafe and belies a carelessness that endangers customers. Smoke smell is not something I can record with an image, so this sort of cleaning fee relies solely on the honesty of both parties, which is clearly lacking from Budget.