Why did Budget wait 18 days to charge me $450 for ‘dirty’ floor mats?

Q: I rented a van from Budget for a family trip last September. When I returned it, the agent checked the vehicle and said nothing about dirt. But 18 days later, Budget inspected the vehicle again and charged me $450 for “excessive dirt and sand,” claiming the floor mats needed cleaning.

They sent photos of the mats but didn’t explain how they calculated the fee. I’m a retired auto professional — I’d never mistreat a rental. My group was all seniors in their 70s and 80s! Budget’s contract says they can charge a “reasonable” fee, but $450 for vacuuming? I disputed the charge on my credit card, but my bank has sided with Budget. I also contacted the BBB, but it refuses to help. How can Budget charge me weeks later with no proof?

— Michael Margulis, Valencia, Calif. 

A: Budget should have inspected the van when you returned it and quickly given you a detailed invoice explaining the $450 fee. Budget’s own policy states that its cleaning charges will be “reasonable” (although it reserves the right to determine what is reasonable). California’s Consumer Legal Remedies Act also prohibits deceptive claims, including vague fees.

You should’ve taken photos of the van at pickup and return, even if you thought nothing was wrong, and even if the agent left you with the impression that nothing was amiss.

Based on the photos and invoice Budget provided, it looks as if it documented your dirty van more than two weeks after you returned it. That’s an enormous red flag.

As I read the correspondence between you and Budget, it appears Budget thought the excessive time lag was absolutely fine. But if a vehicle is so dirty that a $450 deep clean is required, it’s something an agent should have noticed at the time of your return.

The problem with a long lag time between a return and an invoice is that anything could have happened. The van might have been rented to someone else, who might have returned it in less-than-perfect shape. An employee could have taken it for a joyride. We just don’t know.

You might have escalated this to one of the Budget executives whose names I list on my consumer advocacy site, Elliott.org. Even if the charge stuck, I think you were entitled to a better explanation for the cleaning fee.

Your case had too many problems, including the van shuttling seniors around and the 18-day gap. I contacted Budget on your behalf, and it refunded your cleaning fee.

Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him on his site.