Regarding vehicle damage complaints, what evidence must a Budget licensee provide to address charges imposed on a customer?
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, a licensee must provide specific documentation to address customer complaints regarding vehicle damage charges. This 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.
Furthermore, the licensee needs to obtain the customer's written authorization to charge any repair costs to the credit card they own. This step is crucial for compliance and to avoid disputes over unauthorized charges. Finally, an accident report must be provided as part of the evidence.
Failure to provide all the required information within the period specified in the Joint Resolution Procedure will be considered an authorization to make further adjustments to the charges. These adjustments will then be fully reimbursable by the Budget licensee, potentially impacting their revenue. This requirement ensures that customer complaints are handled fairly and with proper documentation, but it also places a responsibility on the licensee to maintain thorough records and respond promptly to requests for information.