Public Mediation

My Claim vs. Budget Truck Rental

H. C. vs. Budget Truck Rental (Fort Worth, Tx)
5204 Denton Hwy, Fort Worth, Texas, 76148-4137, United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (5) - View
Claimant says:
"Me and my husband had just gotten out of the military, and we had to move here to Texas so that he can go to school. To help get our household goods down here we rented a truck from budget because of their low prices. And my brother and my husband drove down there a few days before me so they can get it unloaded. They called me after they dropped the truck off on November 1st, 2015 and said there was nobody at the place of business that it was suppose to be dropped off at. The truck was due by 2:30 PM on November 1st. They were there about noon to drop it off. So my husband, brother and sister (who had already lived here in Texas, and was their to give them a ride home) looked around the building for a drop box for the keys and couldn't find anything. There was no sign of the drop box anywhere around the building that they could find. My husband left a note on the door saying that if they need the location of the keys then to call his number that was written on there. On November 13th I went on to my bank account to see what was left on there, and I saw that budget had taken out $584.96 on November 12th. I was confused and upset because that overdrew my account leaving me with negative $579.09. I immediately called the place of drop off an asked them why that was taken out of my account. They told me that we didn't turn in the moving truck til that Tuesday, which was November 10th. I explained what had happened and they told me there's nothing to do. After I called my brother, my sister and my husband to ask them what happened just to clarify alittle better and they all told me the same important parts. I called the rental place and the guy on the other line told me that there's nothing he can do about it because he said that he found the keys on the ground on that Tuesday, and later on after explaining it to him some more that I don't know how if they had turned in the truck on time, he changed his story and told me that he physically took the keys out of the drop box that day, then at the end of the call he said once again that he can't do anything and that someone found the keys on the ground that Tuesday. I called my brother to let him know, because he was the one who had his name on the contract because he was the only one of us over the age of 24. He called that guy back the next week because they had closed at the end of the day and that man told my brother that he can't do anything, and if he wanted to be can try calling Budget customer service. My brother called and told them what had happened and they said they needed to call the company to find out more and that my brother needed to call back later on that day. He did and they said that they just asked the manager when we turned in the truck and he told them November 10th. Customer service dropped the case and said there's nothing they can do. Since this incident my car insurence has tried to come out twice and brought me down to -$637.09 because of the payment bouncing. I'm 8 months pregnant and stressing out because that puts us in a bad spot because it seems that someone is being dishonest with us. I've tried everything to figure this out."
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Additional Communication Between Claimant and Budget Truck Rental (Fort Worth, Tx) Hide
  • Dec 02, 2015, Claiming party added:


  • Dear Heather Chavez,

    Thank you for contacting our Budget Executive Office by way of your local Better Business Bureau. We do appreciate the time you have taken to bring your rental experience to our attention. Reports such as yours are most appreciated, since they help us target and correct areas of service which might be improved.

    Unfortunately, we are unable to investigate the matter you have described with the information provided. All records are kept by the Rental Agreement number or Reservation number; therefore, we would appreciate your forwarding us a copy of the rental document and/or reservation number. If it is not available at this time, please provide the information listed below and return the form to us so that we may complete our investigation. You may feel assured that as soon as this information is received, we will give the matter our immediate attention.

    Thank you in advance for your cooperation. We look forward to hearing from you shortly.

    Rental Agreement or ________________________________
    Reservation Number ________________________________
    Renter's Name ____________________________________
    Renting Location __________________________________
    Exact Date of Rental _______________________________


    Sincerely,


    Lisa Roberts | Avis Budget Group
    Response Coordinator Executive Office
    Tel: 800-462-8343 | Fax: 303-824-3087
    4500 South 129th East Avenue | Tulsa, OK | 74134

  • Dec 05, 2015, Claiming party added:

  • Dec 05, 2015, Claiming party added:

  • This is the email that we received at the time of reservation.

  • Dec 05, 2015, Claiming party added:

  • This is the email that we received at the time of reservation.

  • Dec 05, 2015, Claiming party added:

  • Reservation Number: 1808315499082 Renter's Name: Tony Garcia Renting Location: (pick up) 40th street towing and repair , 381 north 40th street Springdale, AR 72762 at 2:30pm October 29th 2015 (drop off) Aa party and tent rental, 5204 Denton highway at 820 Fort Worth, TX 76148 at 2:30pm November 1st 2015

  • Dec 14, 2015, Budget Truck Rental (Fort Worth, TX) (responding party) added:



  • Dear Heather Chavez:

    Thank you for contacting our Budget Executive Office by way of your local People Claim. We do appreciate the time you have taken to bring your rental experience to our attention. Reports such as yours are most appreciated, since they help us target and correct areas of service which might be improved.

    You made a reservation for a truck from a Budget Truck Rental (“BTR”) location in Springdale, AR for October 29, 2015 with a return to Fort Worth, TX on November 1, 2015. Upon receipt of the complaint an investigation was conducted. We understand you returned the truck after the Budget Truck Rental (“BTR”) location was closed on November 1, 2015, and the dealer did not have a drop-off box. Therefore, you did not leave the keys visible for the dealer to retrieve the following morning. The keys to the truck rental were retrieve November 7th by the dealer representative, accordingly, the dealer charged you for the late days because it was due back on November 1st at 4:14 p.m.

    Unfortunately, our BTR location in Fort Worth, TX does not have any surveillance equipment. Therefore, no video surveillance is available to confirm your statement that you returned the truck on the evening of November 1st, after the BTR location was closed. However, as a matter of customer service and in an effort to resolve this matter, BTR has refunded the closed end charges of $584.96 to the credit card used for this rental. Expect to receive this credit within 5-7 business days.

    BTR would like to thank you for the opportunity to respond to this matter.


    Sincerely,


    Lisa Roberts | Avis Budget Group
    Response Coordinator Executive Office
    Tel: 800-462-8343 | Fax: 303-824-3087
    4500 South 129th East Avenue | Tulsa, OK | 74134

What Claimant Wants Hide
Just make me happy!
Claimant invites Budget Truck Rental (Fort Worth, TX) to make a fair offer to resolve this complaint.
  • 0
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Respondent's Counteroffer

There has been no response to this claim from Budget Truck Rental (Fort Worth, TX). This claim will remain posted until resolved
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