What evidence must a Budget licensee provide in the case of a complaint regarding charges imposed on a customer in connection with vehicle damage?
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, in the event of a customer complaint regarding charges for vehicle damage, a Budget licensee must provide specific documentation to address the issue. This includes itemized actual repair costs and charges for the damaged vehicle, ensuring transparency in billing. The licensee must also demonstrate full disclosure to the customer regarding these repair costs and charges, maintaining open communication.
Furthermore, the licensee needs to provide written authorization from the customer, allowing the repair costs and charges to be applied to the customer's credit card. This step ensures that the customer has agreed to the charges. Finally, an accident report must be submitted as part of the evidence.
Failure to provide all the listed information within the period specified in the Joint Resolution Procedure will be considered an authorization for Budget to make further adjustments to the charges. These adjustments will then be fully reimbursable by the licensee, meaning the licensee will be responsible for covering the costs of any adjustments made by Budget due to the missing documentation. This requirement ensures that customer complaints are handled efficiently and fairly, with proper documentation to support the charges.