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December 2025 by Timothy De Vries
They had what I needed. The lady who worked there was prompt and professional
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December 2025 by Les Parker
I prepaid for a 2 week rental, begins g in a Sunday. My flight was delayed and I was unable to pick up the car before they closed, but did pick it up the next day early. When I returned the car on the scheduled day and time, my receipt showed another addition charge of $289 on top of the prepaid amount. The associate was unable to explain why and told me to call CS. The CS lady was very rude and aggressive telling me that because I did not pick up the car (that I already paid for) at the agreed time, the contract was void and a new rate was applied. I will never rent from Budget/Avis again!
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November 2025 by Basher Zokari
Just bad employees
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October 2025 by Melodie Graham
Our experience started off extremely frustrating. We arrived to pick up our rental and were told there was no XL available even though we had booked everything in advance through American Airlines. We even had our written quote showing the confirmed price, yet the first person we dealt with tried to charge us nearly double what was listed. To make matters worse, he didn’t speak great English, and there was a lot of confusion that wasted more than half an hour of our morning. After all of that we were told to go over to the other line to wait for the manager.
Thankfully, the manager, Anthony, eventually came back and took over. He located our reservation, honored the original quoted rate, and although the XL vehicle we reserved wasn’t available, he made sure we had a small SUV at the same price. He was calm, professional, and efficient, and we really appreciated that after such a stressful start.
Overall, the beginning of the process was a complete mess, but Anthony’s professionalism salvaged what could have been an even worse experience. Budget is lucky to have someone like him who knows how to handle difficult situations with patience and respect.
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September 2025 by Asrar Obaid
I had a confirmed reservation for 12:00 pm pickup, but due to some unavoidable delay, I arrived around 2:00 pm. To my shock, the lady at the front desk told me my car had already been rented out to someone else. She claimed they had called me and left a voicemail—which is completely untrue because I received no call, no voicemail, and nothing in writing stating that my reservation would be canceled after 2 hours.
When I politely requested them to honor my booking, both ladies at the counter were extremely rude, dismissive, and unprofessional. Instead of helping, they outright canceled my reservation in front of me and walked away into the office, leaving me stranded.
This is the most unprofessional and disrespectful customer service I have ever experienced. If Budget/Avis cannot respect confirmed reservations or treat customers with basic courtesy, then what is the point of booking in advance?
Avoid this location at all costs—7923 W Broad St, Richmond, VA—unless you want to be lied to, disrespected, and left without a car despite having a reservation. Absolutely unacceptable. I would instead them a minus 5.
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September 2025 by Tony Orpiano
Ms. Paulette and her staff are great! They always take good care of me! Very Professional!
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August 2025 by Avaa Adams
Everything felt smooth and effortless. Impressed with the quality of service.
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August 2025 by Lexie Chavez
Made a reservation yesterday. Came here by foot and bus only to be informed they don’t accept chime debit cards. Y’all need to have a disclaimer of some kind! Home girl at the front didn’t have the best of customer service either. Was quick to turn me away and told to contact customer service without no number provided.
Update 8/11:
The response below is just as useless as their customer service. Funny to think yall think I’ll be back. Ha. My age wasn’t the issue! It’s the fact yall took the money off my card for the reservation but when I go to give yall the same card in person it’s a problem.
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July 2025 by Quan Harrison
Don’t not go here they stealing ppl deposit money, and saying I was smoking when I kno I wasn’t, soon as I got out the car to go in and return the key soon as I walked in I knew it was going to be a problem smh a young lady’s didn’t speak or nothing is yu returning, Yes where the key damn dats how y’all talk to customers. All the lady’s in this place are rude with a attitude problem smh police was called because I wanted a paper receipt and didn’t leave so I waited for the police didn’t want to leave and they be looking for me but yes don’t not spend money with these ppl
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July 2025 by E Win
Would never rent here again nor do I recommend it. Car had a horrible smell and didn’t really look wiped down inside had dirty finger prints everywhere. Front desk staff was rude. I asked about using their bathroom room after I returned the vehicle, she said yeah outside to the left. I replied you mean next door at the restaurant? She then said yeah and walked off. All you had to say is sorry there isn’t a restroom here for you to use, which is crazy to me.
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July 2025 by Illisil
These people are trash. Booked a vehicle online only to find they have no availability!!!
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July 2025 by David Kosturakis
Made reservation and when I showed up they said they didn’t have cars available. When asked why they didn’t call me about it answer was “we have called so many people now, I don’t even know”
Zero apologies, zero cares
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June 2025 by Bruce Lewis
I am writing to express my extreme dissatisfaction with a recent rental experience from Budget. My family, including my mother-in-law, had reserved a 7-seater vehicle for a planned trip. Upon arrival at the West Broad location, we were given a silver Jeep Grand Cherokee L that reeked of marijuana—so strongly that the odor was noticeable even from outside the vehicle.
When we attempted to exchange the vehicle, we were told there were no available alternatives and were advised to drive to the airport location, which added nearly an hour of unnecessary driving time through airport chaos. To our dismay, the airport location was also completely sold out and unable to help us.
Prior to leaving the West Broad location, a representative named Janea sprayed the vehicle’s vents and assured us that keeping the AC on high would eliminate the smell. This was completely false. We were forced to spend the entire weekend driving a vehicle with a strong, persistent weed odor, which was uncomfortable, embarrassing, and unacceptable—especially while traveling with family.
When we returned the vehicle and asked to speak with the manager, Paulette, she refused to acknowledge us or hear our concerns. The lack of accountability and customer service from this location is appalling.
This experience has completely eroded any trust I had in Budget. I will never rent from Budget again and will instead choose a more professional and customer-focused company like Enterprise in the future.
I expect a formal apology and a full or partial refund for this unacceptable experience.
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April 2025 by Richard Pulley
April 26 2025...clerk was totally rude and unprofessional...never again !!!
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April 2025 by Neil
When I've a booking and busy schedule to travel to catch a flight ✈️ and at the counter they say the car 🚗 is not available, and you can pickup at another location,,,?!?!? Does that make sense 🤔????
