Q: I rented a car from Budget for our family trip to Niagara Falls for 10 days. We also drove to Toronto and Montreal. After I returned the car, I received a bill for $450 for cleaning for what it called “excessive dirt and sand.”
I called Budget today using the customer service number provided in the bill. When I spoke to the representative I asked for pictures to substantiate the claim. Once Budget sent them, I refused to authorize the charge to my credit card.
I don’t think I should have to pay a cleaning charge. The amount of debris left behind would be vacuumed during their normal processing of a vehicle to the next renter. Can you help me?
A: I agree with you that $450 is too much for a cleaning fee. Yet Budget and other car rental companies have been charging these fees to drivers, and often for what appears to be a normal cleaning.
Question is, was this a normal cleaning?
Budget’s initial answer is yes — and no. After I began working on your case, a Budget representative contacted you and offered to lower the cleaning price to $150, which is much more reasonable.
You also sent me the pictures of the car. Clearly, you had taken the vehicle on a 10-day family vacation in it. There was sand on the floor, and although you say you had cleaned the car, it appeared there was more cleaning to be done.
What does your rental agreement say? Under the terms and conditions of your rental it says you will have to pay a reasonable fee” for cleaning the vehicle’s interior or exterior for “what we determine in our sole discretion are excessive stains, trash, dirt, soilage, odors, or pet hair after the vehicle is returned.”
