Complaints

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

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  Budget Car & Truck Rental of Atlanta

  2300 Rental Car Center Parkway Atlanta, GA 30337

• 

  Budget Car & Truck Rental of Atlanta

  PO Box 20945 Atlanta, GA 30320-0945

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:03/12/2025

  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.

   
  Complaint: 23057651
  
  I am rejecting this response because:

  We were not notified the key was missing until 12 hours after returning the key to your employee.  Had we known we needed to take the employees name and a selfie to ensure we could describe the employee we would have.  A lot can happen in 12 hours, why did it take 12 hours to call us to say you didn't have the key?  We still have not been advised the 2 employees who were working that morning were asked about the key.  We were only asked what the employee looked like.  In a 1 minute conversation, we were not interested in what your employee looked like, as he appeared to be doing his job and helping us.  We are absolutely being taken advantage of and no one seems to understand that A LOT can happen in 12 hours or want to address the fact that we were not called for 12 hours!  We were already in our home, back in ** before our phone even rang.  Also, in my conversations with ********, not once did she mention she was the Manager.  I asked specifically to speak with a Manager and she said she'd have someone call me, no one did - which is a theme for any time we've asked for a manager to call.  I find the **************** of this ********************** location to be beyond poor.  We'd gladly pay for something we caused; however, 7 of us were in the airport and returned the key to your employee.  Next time we will be sure to take a selfie with anyone we come in contact with.  Also - the van was checked in at 9am.  If the van was checked in at 9, why did it take until after 4pm for someone to call??  Makes you wonder what happened in those hours after we returned the van, how the van was supposedly damaged by us and then the damage was written off.  The procedures of this rental location make my eye brows raise. We both worked in a rental locations for over 10 years, as well as in Loss Control - I question the ethics.  
  
  Sincerely,
  
  ******* And ****** *****

  ****, no call so far. My wife emailed a complaint to Budget on 2/19 - no email response. We were charged $500+ for the key. Two+ weeks later on Thursday March 6th - ****** received a call from ******* a Claims Manager @ Budget advising the damage was "pre-existing" and the claim was being written off. ******* said she could not help me with key issue but said she'd email folks to call my wife. No call from anyone - my wife also emailed ******* twice to follow up. How is it, you can check in a rental at 9am on 2/17 and 12 hours later be missing the key? Did they ask their employees (two of them working at 3:15am 2/17) about the key. Did they really watch the video surveillance? My wife called A Betterway Leasing (DBA Budget) and they said to call ****************, as there are 7 Managers and if we left a message someone would immediately call us back. Why is no one calling us back? How is this ethical? I would like for the key charge to be credited back to our credit card.

  Business Response

  Date: 03/20/2025

  Good morning, 

  We are very sorry to hear of Mr. ******* recent experience at Budget in Atlanta. Budget takes pride in offering a high level of service to our customers and very much appreciate your business.  We have spoke to the customers wife and completed an investigation into the charges for the key of the rental vehicle.  Management did search for the key and did watch security video,  no key for the vehicle was located.  There is a $500 fee added to the agreement if the key is not returned with the vehicle. 

  Sincerely,

  The ************* Team

  Business Response

  Date: 03/27/2025

  Good morning, 

  All efforts have been made to investigate the complaint.  No refund is due. 

  Sincerely,

  The ************* Team

   

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23057651
  
  I am rejecting this response because: no one is addressing the following:

  1.  We have repeatedly asked for clarity on why it took 12+ HOURS to be notified the key was missing.  No one has or seems to be willing to address this, how this is ethical and how someone is expected to pay for something when 1/2 a day went by before being notified. If this happened to you, you would also question why it took 12 hours to call!

  2.  We have asked if the 2 employees working that morning were asked about the key - no one has addressed this.

  3.  We have asked REPEATEDLY for management (above ********) to pick up the phone and call us - no one has done this. Why can no one pick up the phone and have a conversation with us?

  We are owed an explanation and the decency of upper management calling us.  This is morally wrong to expect someone to pay for something without any explanation or the opportunity to speak with upper management when requested multiple times.  We still have not heard back from the email dispute, voicemail we left per our conversation with Betterway themselves, or the phone dispute we filed with *****.  There is something clearly wrong with the business practices being followed.  
  
  Sincerely,
  
  ******* And ****** *****

• Initial Complaint

  Date:02/14/2025

  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 truck from Budget in ********, Ga a few months ago back and had a medical emergency. I was told to the return the vehicle back which I was not able to do and my grandson returned it to the airport and Budget put me on a DNR for something I couldnt control. I was told that I would remain on a *** until there security manager Mr. ****** take me off which he never answers the phone more does he return calls. Even the receptionist at the executive office is careless and rude. I dont understand how a business operate in this manner. It wasnt my intention things happen and they dont care about the people that keep them in business. The receptionist sounds as though she is age and she is so rude and unhelpful its really sad!!!! They want provide any other numbers to reach there executives and Im sure if they knew how there customers were being treated which keep them in business they wouldnt be to happy. Please beware of this company, they are extremely friendly until you have an unforeseen situation and youre now a nobody to them.

  Business Response

  Date: 02/14/2025

  Good morning, 

  In reviewing the customer's inquiry, it appears that the customer violated the terms and conditions of the rental agreement.  Once there is a violation a customer can be placed on the do not rent list.  The manager and numerous other agents have spoke directly to the customer and explained this process.  Unfortunately the customer choose to violate the agreement and we can not extend the privilege of renting from Budget Rent A Car in the future. 

  Sincerely,

  ******** *. 

  Customer Care Team

• Initial Complaint

  Date:02/04/2025

  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: 22897982
  
  I am rejecting this response because: weather (whether in the forecast or not) is outside of the customers control. This severity of storm could not have been predicted, especially in ****************. This was a state of emergency and there was no one to accept the vehicle upon the return date. If their employee was not expected to be at the counter to receive the vehicle, then the customer should not be expected to be there to attempt to return it. Once again this business chooses to hide behind their terms and conditions instead of helping their customer with their personal situation
  
  Sincerely,
  
  ***** *********l a Budget employee received it. I attempted to explain the situation regarding the weather and closure but they did not care. I called their ***** number and received similar results, to include an even higher bill than I received when returning the vehicle ****** 5). Eventually I opened a credit card dispute in attempts to get this resolved. Awaiting those results as Budget does not care about their customer base and continues to hide behind contracts instead of making the situation right.

  Business Response

  Date: 02/05/2025

  Good afternoon, 

  The customer takes on responsibility for the vehicle during their rental until the vehicle is checked in by a Budget employee.  The weather was in the forecast and the customer continued with the **********************.  The billing for the time is correct on the agreement.  See the attached terms and conditions of the agreement.

  On review, the location erroneously charged for fuel on return; we apologize for the clerical error and ask that you please allow 7-10 business days for the $95.12 credit to process.   

  Sincerely,

  Customer Care Team

  Business Response

  Date: 02/07/2025

  Good afternoon, 

  Ms. ********* accepted the vehicle and responsibility for the vehicle during their entire rental.  We make every effort when a customer is picking up a vehicle before a weather report has been made that they are aware they are responsible for the vehicle until the vehicle is returned to Budget and checked in by a Budget employee. 

  Sincerely,

  ******** *. 

   

  Customer Answer

  Date: 02/16/2025

   
  Complaint: 22897982
  
  I am rejecting this response because: No effort was made to inform me that weather would ever impact me being able to return the vehicle. The agent at the counter was most likely not a meteorologist. It seems rather predatory of this company to take advantage of an emergency situation for their own gain. While I took responsibility for the vehicle for an extra amount of time, I will continue to reject paying for that amount of time. I will mention again that this city and airport were shut down and no agent wouldve been able to receive the vehicle had I attempted to return it. I would like to know what the company expected me to do in this situation to avoid these extra fees. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:12/03/2024

  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.

  Okay thank you for the resolution. I am awaiting the refund, per my card issuer no refund has not been issued or pending as of yet. Just to confirm, I should be receiving the refund on or before December 27, 2024?vehicle was not inspected until an hour after my return. This delay raises questions about the accuracy of their assessment and the validity of the smoking fee claim.I made several attempts to resolve this matter over the phone, but was told that I would be contacted to address the issue. On December 2, 2024, I spoke with Manager ******** ****** regarding this issue. During our conversation, I was told that I would be contacted to resolve the matter. However, I have not received any follow-up from Budget Rent A Car, and the issue remains unresolved.Therefore, I respectfully request the following:Immediate refund of the $500 smoking fee.Refund of any taxes or fees associated with the smoking charge.Clear documentation from Budget to substantiate this claim, should they choose to dispute it.I have attached my rental agreement and other relevant documents for your review. I trust you will address this matter promptly to prevent further escalation

  Business Response

  Date: 12/12/2024

  Good afternoon, 

  Sorry for the delay,  The case file has been investigated and a refund has been submitted to be processed to the customers card on file.  This process can take 7 to 10 business days. 

  Sincerely,

  ******** *. 

   

  Business Response

  Date: 12/24/2024

  Good morning, 

  We have completed the adjustment to credit the card on file the $615.22.  Please see the attached agreement. 

  Sincerely,

  ******** *. 

   

• Initial Complaint

  Date:07/19/2024

  Type:Sales and Advertising 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.

   
  Complaint: 22017073
  
  I am rejecting this response because: Please see the attached fuel receipt from Kroger in ******** on 7/14 and a picture of the fuel gauge upon return verifying the car was returned full.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/29/2024

  Good afternoon, 

  A visual inspection is completed at the time of return based on the fuel gauge and the customer is provided a tracking receipt; each vehicle is then audited and topped off with fuel to ensure each customer receives a full tank of fuel at the time of rental, and additional fuel charges may occur. All rentals are subject to audit as stated in the terms & conditions of the rental agreement. When a fuel charge is in dispute, we confirm the fuel audit with the rental location and also ask that the customer provide proof of fuel purchase to replace the miles driven. Please provide the fuel purchase receipts for all fuel purchases that occurred during the rental so that we can verify fuel replacement; we can also accept line items on your card statement. Please send them in by email to ********************************************** or fax **************, referencing your rental agreement number. 
  Thank you for your assistance. 
  Sincerely,

  ********************

  Customer Care

  Business Response

  Date: 08/01/2024

  Good afternoon, 

  I am unable to open the fuel receipts please forward to me in a different format.  I need all fuel receipts for the miles that were driven during the rental .  You can send them to me directly at **********************************************.  Or reach me directly at ************.

  Sincerely,

  ******************** 

   

  Customer Answer

  Date: 08/01/2024

   
  Complaint: ********
  
  I am rejecting this response because: Good Afternoon ********:  I spoke with you via phone on 7/31/24 concerning ******** and advised you that I rented a vehicle from Budget on 7/11/24 with a contract rate of ****** to be returned on 7/15/24. I returned the vehicle early on 7/14/24 as I had a medical appointment scheduled for 7/15/24. You reviewed the reservation (05603067US1) and found that I was erroneously charged an additional *****.  You further advised me that you were preparing the paperwork for a credit to my card in the amount of *****. You also indicated that you would email me confirmation of our agreement immediately after filing the paperwork.  I never received the confirmation.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/08/2024

  Good morning, 

  We have spoke with the customer directly and a credit was issued for the fuel on the agreement. 

  Please close your case file. 

  Sincerely,

  ******************** 

   

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22017073
  
  I am rejecting this response because: A credit has not been issued to my card as of this writing at 10:36 am 8/8/24.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/08/2024

  Please see the attached agreement.  The credit takes 7 to 10 business days to process. 

  SIncerely,

  Customer Care

  Customer Answer

  Date: 08/08/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/20/2024

  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.

  Hello,

  while I appreciate that the matter is being looked into, no one has provided further update information from the roadside assistance team. I am still without answers or resolution.

   

  thank you,

  *******

  erstand needing to take care of this charge. I also checked my banking account and a withdrawal of $113 was taken by budget. I call customer service, no one can tell me what the charge is for because the ticket was still open. I have now come to find that my $300 deposit and an additional $113 was charged due to the car not being back on 4/16something completely out of my control. The car was in Budgets possession on 4/15 when the roadside service came to pick the vehicle up. They also advise an additional almost $40 was needed to satisfy the remaining balance on the rental as well as the $45 claim. This is outrageous! No one can give me a breakdown or help me understand why all of this happened, where the charges are coming from, etc. worst experience renting a car and worst customer service! I want my deposit of $300 and extra $113 returned to me. I am happy to pay the $45 tire plug fee.

  Business Response

  Date: 05/22/2024

  Good afternoon, 

  The agreement was closed when Budget received the vehicle and the contract was charged accordingly.  We have requested any notes and communication from the road side assistance to investigate the claim further. 

  Sincerely,

  ******************** 

  ************

  Business Response

  Date: 06/13/2024

  Good afternoon, 

  I have spoke directly to the customer and we have went into details in regards to the charges on the rental agreement.  We are in the process of posting an amount to the claim file and then the claims department will reach out directly to the customer.  If there are any further issues please reach out to customer care directly at ************.

  Sincerely,

   

• Initial Complaint

  Date:04/20/2024

  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: 21602327
  
  I am rejecting this response because:  I returned the vehicle with the same amount of gas or more.  Fuel gauge was at FULL. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/23/2024

  Good afternoon,

  Unfortunately, we're not able to refund the fuel charge. You purchased ***** gallons of fuel.  The vehicle was driven 510 miles during the rental and gets an average of 21 miles per gallon.  This would have required a purchase of atleast 10 gallons of fuel. Based on the receipt ** station ******* is located approximately 57 miles from the return location.   We recommend customers fill up within three miles of the rental location to ensure the vehicle is returned with a full tank.  

  Sincerely,
  ******************** 
  

• Initial Complaint

  Date:04/11/2024

  Type:Billing 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.

  ******************** and a fast break member. A reservation was made and the entire rental and deposit was taken from my credit card prior to me picking up a rental. I cancelled the reservation prior to my pick up time on 4/8/24 and the funds have not been returned. I have talked to multiple employees with no results and my card has a pending charges still showing.

  Business Response

  Date: 04/12/2024

  Hello,

  Thank you for contacting us regarding your recent Fastbreak reservation.  As part of the Fastbreak program, we expedite your rental process by authorizing and pre-qualifying your credentials in your profile.  This includes obtaining an authorization on your credit card as explained in the terms of the Fastbreak program.  This process occurs prior to your arrival. Should you not want this to occur on any future reservations, we suggest you not create the reservation using your Fastbreak profile.

  If your bank has not yet released the pending authorization, feel free to contact us at ************ so we can contact your bank in order to release the authorization.

  Regards,

  ***************************

   

• Initial Complaint

  Date:04/04/2024

  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.

   
  Complaint: 21532692
  
  I am rejecting this response because: As I stated before, you all vehicle FAILED mechanically beyond my control. I understand the terms and conditions however you all are not taking into consideration that the vehicle was dropped off due to mechanical issues that is the RESPONSIBILITY of you all to fix. There were no mentions of getting the issues fixed in order to allow me to safely return the vehicle at the assigned location. Im not sure how much more I can be with my statements thus far. I am requesting those fees to be waived to the this issue and certainly do not plan to utilize this company on the future. 

  Sincerely,
  
  *************************

  for over a week then I emailed the budget location in ******** requesting one only to discover a "drop fee" of ****** dollars, an "overstay" fee of $40.00, etc. These charges are invalid and should not be charged. My total bill should be $148.05.

  Business Response

  Date: 04/08/2024

  Good afternoon, 

  Please be aware that if a vehicle is returned to a location outside of the Atlanta area, it is considered an unauthorized drop of the vehicle and is charged $0.75 per mile driven, with a minimum of $500.00 drop charge. ****************** made an unauthorized return to EWR when he was scheduled to return to ATA, which resulted in a $0.75 per mile driven drop charge a minimum of $500.00, as explained in the terms and conditions of the rental agreement. 

  See the terms and conditions of the agreement at Budget.com. 

  Sincerely,

  ******************** 

   

  Business Response

  Date: 04/18/2024

  Good afternoon, 

  This case is still under investigation.  Please forward any out of pocket expenses receipts you may have incurred. 

  You can send those documents directly to me at ************************************** .  As we have discussed we have to investigate ever aspect of the case file. 

  Sincerely,

  ********************