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Budget Rent A Car review: Customer service complaint

Wolfgangblue5150 of US

Jan 28, 2026 8:41 am EST

Verified customer

Featured review

To whom it may concern,

I am filing a formal complaint with Budget rental car regarding rental agreement number 160409852. (January 22 through 26 rental). I initially booked a midsize SUV for my stay in Dallas. When I arrived on January 22, they informed me that they would be putting me in a dodge hornet. The vehicle seemed rather small considering that I rented a “midsized SUV”. Upon receiving the vehicle, I noticed that it had damage along the side of the driver side, and that there was also damage to the front passenger side of the vehicle. The vehicle looked as if it had been in an accident, and it was also dirty showing no signs of being cleaned. When I attempted to drive the vehicle, the brakes were rubbing and making a very loud noise. I was not comfortable driving the car for the safety of myself and my wife. I went inside the office at the airport and told them about this. They told me to take a minivan. I asked if I would be charged for the upgrade and they said “no”. They changed my rental agreement and I left with no problems. I would also like to note that I never received a receipt with a breakdown of charges for my original rental so I have no idea if they up charged me or not) During my weekend stay in Dallas, the winter storm was coming in and flights were being canceled at the airport. My wife and I decided that we would try to drive back to the Jacksonville international airport (JAX) where we originally departed from in order to avoid delays and cancellations due to the winter storm. On January 25 at 3:13 PM I called budget rental cars customer service line. I believe I spoke to a person named “Dave”. (at least I think that’s what he said. His name was. He had a very strong accent and was hard to understand) I explained my situation and was told that there is a very expensive fee to drive one way to another airport, however, because of the storm they would waive the fee for me driving to JAX. Before I hung up, I stated to this person. “So just to make sure, I am driving this to the Turn Jacksonville International Airport and I will not be charged for the one-way fee?” The budget rental car representative responded, “yes, that’s correct“. My wife and I drove our rental car back to JAX and returned it at approximately 4:30 on January 26. I received an email with a receipt for the rental. The receipt showed that I was being charged $1099.99 for a one-way fee. I called customer service in order to dispute this charge. I spoke with a representative named Keisha. He told me that they could discount the fee by 50%, but it was not their fault. He stated that their policy clearly states that I must first return the car to the place that I originally got it from which would be Dallas love international airport DAL. I explained to him that this is not what I was told over the phone by their representative. He also claimed that they had no record of my phone call, almost like he was insinuating that I was lying about it. This made me very upset. I asked to speak to a supervisor and got the runaround on that. I was told that she was speaking with another customer and would get with me as soon as she was finished, so I waited on hold for about 30 minutes. Keisha then got back on the phone and stated that she would call me back within 20 to 30 more minutes. Approximately 30 minutes after that the supervisor named “Viana” called me back. She was very short with me, and stated that they would not be refunding me the money. I did get very upset with her, because she kept saying the same thing over and over again. I demanded to talk to her Supervisor, or someone else that could help me and she absolutely refused. She said I would be contacted by her supervisor (Makonnen) the next day, but I have heard nothing from budget rental car since. During our conversation Viana kept insisting that that is not their policy, but I kept arguing that one of their employees told me that it was permissible, therefore it is their mistake and I should not be liable for the charges. She again stated that they had no record of me ever making that phone call however I countered that with Phone Records indicating that I made that call at 3:13 PM and was on the phone for approximately five minutes. I can show that in my telephone call log. I would have never driven this car across the country if I had known that it was going to cost me this amount of money. The only reason I did it was because I was assured, BY A BUDGET RENTAL EMPLOYEE, that there would be no charge. I have made two additional attempts to contact customer service regarding this on Jan 27. Both times I contacted customer service I began to explain my situation I was hung up on. It appears now they won’t even communicate with me. They have made it where I have no way to resolve this. I believe that it was fraudulent for them to tell me that I would not be charged, but then sent a bill anyway. I dispute these charges and would a FULL REFUND credited back to my credit card.

Thank you

Claimed loss: 1099.99

Desired outcome: Refund

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budgetcustomerservice@budgetgroup.com

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6 Sylvan Way, Parsippany, New Jersey, 07054, United States

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