When a customer complains about vehicle damage charges, what specific documentation regarding repair costs must a Budget licensee provide?
Budget Franchise · 2025 FDDAnswer from 2025 FDD Document
(1) In the case of a complaint regarding charges imposed on a customer in connection with any vehicle damage, the Licensee must provide copies or sufficient evidence of the following:
- a. itemized actual repair costs and charges of the damaged vehicle;
- b. full disclosure to the customer of any damaged vehicle repair costs and charges;
- c. customer's written authorization to charge any repair costs and charges to the credit card owned by such customer; and
d. an accident report.
- (2) Failure to provide the information listed in clauses (a) through (d) above within the period set forth in the Joint Resolution Procedure will be deemed an authorization to make further adjustments and such adjustments shall be fully reimbursable by the Licensee.
Source: Item 23 — RECEIPTS (FDD pages 80–426)
What This Means (2025 FDD)
According to Budget's 2025 Franchise Disclosure Document, when a customer complains about vehicle damage charges, a Budget licensee must provide specific documentation to address the complaint. This documentation includes itemized actual repair costs and charges for the damaged vehicle, ensuring transparency in billing. The licensee must also fully disclose all damaged vehicle repair costs and charges to the customer, leaving no ambiguity about the expenses incurred.
Furthermore, the licensee must provide the customer's written authorization to charge any repair costs and charges to the credit card owned by the customer. This requirement ensures that the customer has explicitly agreed to the charges. Finally, an accident report must be provided as part of the documentation.
Failure to provide all the listed information (itemized repair costs, full disclosure, customer's written authorization, and an accident report) within the period set forth in the Joint Resolution Procedure will be deemed an authorization to make further adjustments, which the licensee will be fully responsible for reimbursing. This highlights the importance of thorough record-keeping and timely response to customer complaints to avoid potential financial repercussions for the Budget franchisee.