When Joseph Hall returns his car to Budget, it drops a $450 cleaning fee on him. Does he have to pay all of it?
Question
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 asked to speak to a supervisor and the representative said that I would be entered into a queue and should expect a call back in 24 to 48 hours.
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? — Joseph Hall, Brooksville, Fla.
Answer
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 (section 2.6 (c)) 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.”
In other words, Budget gets to say what is dirty, and it gets to set the cleaning fee. Unfortunately, the company also doesn’t offer any guidance for renters about what constitutes above normal use. Is it a few candy wrappers? A little dust from that memorable hike in the red rocks of Sedona? A few sea shells from your Sanibel beach adventure? Who knows?
How to prevent a cleaning fee from your car rental company
Surprise cleaning fees are happening more frequently. They can range from a modest $25 to $450, and in some cases more. But there are steps you can take to avoid these pesky fees and keep your rental experience smooth.
- Look before you leave. Before driving off the lot, inspect the car for any pre-existing dirt or damage. If it’s too dirty, return the vehicle immediately. If there are no more cars, take pictures of the car’s condition. You may need it later.
- Face it, it’s someone else’s car. Look, there’s no easy way to say this: It’s not your car. It’s your job to return the vehicle in good condition. This means no excessive dirt, trash, or lingering odors. If you’ve had a day at the beach, a quick rinse of sand from the interior can save you from extra charges.
- Clean the car before you return it. Remove any personal items, trash, and debris before returning the car. If you’ve eaten in the vehicle or transported pets, make sure to vacuum and wipe down surfaces. A little effort goes a long way.
- Define “excessive” dirt. Familiarize yourself with your rental company’s definition of excessive dirt. Generally, normal wear and tear won’t incur fees, but pet hair, smoke odors, or mud caked on from off-roading might. (And by the way, off-roading may void your insurance, so definitely don’t do that.)
- Ask if you’re not sure. If you’re uncertain about cleaning policies or have specific concerns, reach out to your rental company ahead of time. Clear communication can prevent misunderstandings later on.
These steps should help you avoid a surprise fee. But what about this case?
How to deal with this $450 cleaning fee from Budget
You called Budget to negotiate the cleaning fee reduction, but it is also a good idea to put requests like this in writing.
When you write to a car rental company, you create a paper trail, which is often essential in getting a fair resolution. You can always appeal your case — again, in writing — to someone higher up at Budget. I list the names, numbers and email addresses for the Budget customer service executives on this site.
I reviewed the photos of your vehicle. It brought back memories of my family vacations with young kids, a few of which were in Canada. There’s no doubt that there was some sand and dirt left in the car. I would have found a vacuum cleaner before returning the vehicle. You never want to give a car rental company an excuse to charge you extra.
Just to make sure, I also checked with Budget. My contact at the company confirmed: “The charge is valid.” You appealed the charge and Budget agreed to lower the cleaning fee to $75. Good work!
