NATIONWIDE, OHIO -- I made my reservation early in the week, and scheduled two days off from work to move from the state of Ohio, to Indiana. I went to the location, Pep-Boys, in Mansfield Ohio at 1:00 in the afternoon to pick up my truck, only to be told that I was the THIRD customer of the day to NOT receive their truck! No trucks were delivered, I was told. I called the customer service number and much to my surprise, NO ONE at YOUR company could explain how this happened. I was transferred to another associate who explained to me that they would have to have someone call me back with an alternate pick up.
Guess what happened? They called me back and said that there was a shop in Galion Ohio, but wait, they couldn't tell me IF that shop was open or IF they even HAD A TRUCK! The recommendation to me from your associate: "Why don't you wait until Tuesday to move?" What a novel idea! It's almost as if your company assumed I was moving balloons or something ridiculously LIGHT that I needed no help moving at all. I normally work 80 hour work weeks, and my family graciously scheduled time off to help me as well. All in vain.
Well now, let me see. I think the FIRST thing you could do would be to determine just how this happened. Maybe your trucks were stolen. Maybe your driver just decided, "hey, I don't feel like going to work today". You know where I would start? I would begin by contacting the customers who had reservations and explaining just how this could happen. Preferably, BEFORE they arrive to pick up their truck. Additionally, I was appalled that customer service suggested I drive another 30 minutes out of my way to check on another location THAT MAY OR MAY NOT HAVE A TRUCK, AND MAY NOT BE OPEN!!!!!
Now, I'm not entirely sure just what kind of a company you are running here, but what I can assure you is that IF I WERE to rent from your company again (Which is not looking very promising) I would expect MORE than a free rental. I was at least hoping that you would make sure that a truck would be delivered as soon as possible to the Mansfield location. Ideally, I would have liked it delivered to my residence to make up for the time delay. Unfortunately, I am UNABLE TO MOVE AT ALL now because I can't take any more time off.
430 FRANKLIN VILLAGE DRIVE, FRANKLIN, MASSACHUSETTS -- Twice we made a reservation with this company for a 24 feet truck, twice had the worse customer service ever. On June 27, 2013, I made a reservation over the phone with the service center, even provided them with my credit card information. With confirmation number handy went to pick up truck. I was informed at that location by a very unprofessional person that he was not advised by "Service Center" of this reservation. Also, he said he has not had a truck that size for months.
On July 2, 2013, decided to give them a second chance. This time after reservation, I called the Franklin, MA location to make sure this time they had the truck. Actually I called twice to confirm the availability and make sure my 45 minutes' drive was not going to be in vain this time. Everything was fine until I arrived to pick up truck. Once there I was informed that they had no 24 feet for me, even though there was one parked right outside. Try to rationalize with the guy that I needed the truck to no avail.
My only advice to the rest of you hardworking people is to never ever trust them. I am sure I am not ever going back there for anything and if anyone asks me for reference it is not going to be a good one for sure.
When reserving my truck, the agent quoted me a rate of $176 for a 3 day rental, plus an $18/day youthful driver surcharge, plus tax, for a total of $230 plus tax for my rental. Because my drop-off location was closed on the drop-off day, the rental was extended for an extra day with no extra charge. I specifically asked if I would be charged an additional $18 for the extra day, and the agent said no. I also asked if there was the potential that I would be given a truck larger that 10', and the agent said no, I would receive a 10' truck.
It was important for me to know what size truck I would be driving, since I needed this information to establish coverage on the Budget truck with my insurance agent. The rate I was quoted, combined with the guarantee of a 10' truck, were the deciding factors in my choosing Budget over another rental agency. When I picked up my truck, I was surprised to find a 16' truck waiting for me. I was also surprised to see that my bill included 4 days of the $18/day surcharge, not 3 days like I was quoted, along with a $3/day "Cost Recovery Fee" that had never been mentioned.
Upon arriving at my new apartment complex, I parked the truck in the visitors section while filling out paperwork with the landlord. After finishing the paperwork about 15 minutes later, I went to move the truck to a new parking spot within the complex. The truck had very little power behind it this time and I had a great deal of trouble negotiating the parking lot of the hilly apartment complex, but the engine trouble didn't appear until I was already stuck blocking the entrance to the complex with a truck 6' longer that I had been expecting to drive. I was finally able to get the truck into a parking spot, though not without a great deal of trouble and inconvenience.
Later we determined that the truck was experiencing vapor lock, and was drivable again given sufficient time to cool down, though the temperature gauge never rose beyond its midpoint. The truck vapor locked again after I gave it a final fill-up before dropping it off; luckily I was already close enough to the drop-off location that I was able to make it.
Following this experience, I called customer service to complain. The agent eventually offered to refund 5% of the $176 rental cost for the inconvenience of the truck's performance. Though I feel like I deserve more than an $8.80 refund for this, I accepted because the agent angrily insisted that this would be the only offer, and that she didn't even have to give me the 5% discount. The customer service agent did nothing to address my other issues. The extra $18 was not refunded, even though I specifically asked about it upon making the reservation.
The agent stated that the "Cost Recovery Fee" was particular to the individual dealers, and the central office did not include this in its quotes. First of all, it would not be difficult for Budget to keep tabs on the fees of its dealers, so that this price could be included in the quote once pick-up and drop-off points are established. Furthermore, if Budget was unable to quote what this hidden fee would be, Budget should have at least warned me that some dealers will charge an extra fee, and that I should contact the dealer with any questions concerning this. The customer service agent made no apology for this surprise on my bill.
The agent also told me that Budget does not make guarantees about the size of its trucks. Clearly some of Budget's reservation agents think you do. Throughout the phone call, the customer service agent kept saying that I had already received a good deal--a 20% discount had been applied when I made the reservation, and I got the truck for 4 days at the cost of 3 (sort of). However, because of all the extra fees I had to pay Budget, I could have gotten a better deal with another rental agency.
Additionally, because the other agency was up-front about their fees and the uncertainty of truck size, I could have made better arrangements. Instead, the lies I was told by Budget led to added frustration in this move. Overall, my experience with Budget has been very bad. The dealers with whom I spoke when I picked up and dropped off the truck were very friendly, helpful, and apologetic, but everyone else was disappointing.
The reservation agent lied to me. The customer service agent was unfriendly, talked over me, and angrily told me that no managers would accept calls and that this would be the final resoltion to my issue. I find it hard to imagine that Budget gets many repeat customers with this kind of business practice.
TRIP FROM HELL and all due to Budget! I reserved a 16' truck and tow dolly to used to move from Denver, CO to Seattle, WA. My dad flew into town and we picked up the truck on 12/5/10. They didn't have a tow dolly, so they gave us a tow trailer instead, which was fine with us. We put my car on the trailer and left Denver 12/6 A.M. About 200 miles into the trip, the gauges on the truck stopped working. Couldn't tell how fast we were going, how much gas we had, or anything else. But the truck seemed to run okay other than that so we kept going until we could find a gas station, where we pulled over, got some gas, and tried to restart the truck, and it wouldn't start.
It didn't even try to turn over. So I called the Roadside Assistance number and was on hold for at least 30 mins. before someone answered. I told the woman our situation and said we needed help so she told us she would have dispatch call us back with info. We waited almost an hour, and no call from dispatch. We were blocking a gas pump, stuck in a snowstorm with no heat, and my dad was on crutches due to a knee problem. So I called the Roadside Assistance number AGAIN, and was on hold AGAIN for at least 30 mins. and rather than wait for dispatch to call me back, I told the person on the phone that I was not going to hang until I had info on what was going to happen.
She came back on and said a tow truck would be there within 30 mins. Tow truck came and tried to give us a jump start and it wouldn't start, so the tow truck driver called Roadside Assistance and HE had to wait at least 30 minutes on hold before someone answered and he finally got permission to tow our Budget truck and trailer to a place that would fix it. It was about 4:45 P.M. by that time so we were stranded in Rawlins, Wyoming that night. Got a call the next morning that the truck had been fixed so we went to pick it up and the man at the repair shop asked us about payment and we said "Well, we figure that will be Budget's responsibility."
So then HE called Customer Service and was on hold for 45 mins. and was getting transferred to this person and that person before he finally got authorization for payment from Budget. So we think we're good to go, walk outside to hop in the truck and noticed that one of the wheels on the towing trailer was bent/askew and it was unable to be towed. Not sure how that happened; we honestly think the tow truck driver may have done it while backing it into the service facility because it was fine the day prior to that when we were driving.
The service facility told us they wouldn't be able to get parts to fix it so I AGAIN called Roadside Assistance and was AGAIN on hold for 30-45 minutes before someone came on to help me. We were told dispatch would call back with a directive, and AGAIN - no call from dispatch in an hour. So I called Roadside Assistance AGAIN, on hold AGAIN for 30-45 mins. and tell them I'll hold while they're figuring out what we can do because dispatch had never called back.
She finally came back on the line and told us we would have to drive to Laramie (100 miles back the way we came from) or Casper (120 miles north one way and completely out of our way because we were heading west) to pick up a new trailer. I told her there was no way we were going to drive that far out of our way to pick up a new trailer because we had already been inconvenienced an entire day because the truck had broken down and now we were expected to drive way out of our way to get a new one. HORRIBLE customer service. If anything, a new one should have been brought to us.
Then I suggested we go pick up a U-Haul trailer because there was a U-Haul rental company in town and asked if Budget would pay for that and she transferred me to a Customer Service representative who said "I don't know why she transferred you to me because all I can do is tell you that you're breaking your lease agreement if you get a U-Haul trailer."
She LITERALLY said that. So I hung up from her, called Roadside Assistance BACK to get "authorization" to just drop the trailer where it had broken down, was on hold for 45 minutes AGAIN, was told dispatch would call me (and they never did), so AGAIN I called, was on hold AGAIN for 30 minutes and FINALLY got authorization to just leave the trailer where it was and was told Budget would go pick it up. My dad drove the Budget Rental Truck the rest of the way and I followed him in my car the ENTIRE way to Seattle - almost 1,100 miles.
But to be honest with you, I was just happy to be rid of that trailer and be done with customer service and get out of Wyoming. I will NEVER rent from Budget again and I am going to go on all the review websites and give Budget a scathing review. My move to Seattle was the trip from hell and it was all due to Budget. Never again. I wish I had read the reviews before renting from them and now I've learned my lesson.
EULESS, TX -- I set up a truck rental last Friday August 6th, 2010. I was told by the employee ** when I rented the truck on Friday morning that I could leave my car at the Budget Facility overnight and that the truck had to be back at the facility by 8:00 am the next morning otherwise there would be another day rate charge. She told me that her manager would be opening the facility at 8:00 am the next morning but that he was sometimes late.
I had the truck there at 8:15 the next morning -- Saturday, August 7 but the gates were locked. I waited. As I had just moved there were many things I had to do. At about 8:30 I called the corporate number and spoke to a woman who suggested I drop the keys in the box and, seeing that my car was locked in the facility, I should call a cab. She had no name or number for the manager. At 8:45 a car pulled up and the driver reiterated that the facility should have been open at 8:00. He was a repeat customer and didn't know why it wasn't open. He also told me to park the truck and put the keys in the box. I told him that my car was parked inside the facility.
He was on first name terms with the manager -- he said this man '**' was the owner or manager. He called a number from his mobile phone and after a brief conversation then told me that the person was on his way. When ** got there he opened the gates. I asked him if this was Budget way of treating their customers -- telling them to bring back the truck at 8:00 am but not bothering to open the gates until after 9:00 am. He told me he didn't have to take any ** from me and that if I didn't like it, I could talk to the corporate office.
Then he told me this lie: "The girl who was supposed to open the facility had car troubles and she had called him to tell him she couldn't be there at 8:00 am." I told him to process my papers and that I couldn't believe a national rental company would act so unprofessionally. He was very rude.
Then he checked the fuel and said that the tank wasn't full. I told him that when ** and I had checked the fuel gauge on the morning when I rented the truck it did not go all the way to the 'F' mark. When I asked her about this she told me that fuel gauges on these bigger trucks were often not accurate. I had actually filled the truck just before returning it. The manager said I would have to wait and then drive with him to the has station. Needless to say I left.
I am shocked at the treatment I received from this company. There was total disregard for me as a customer. I was made to waste an hour of my time. I was lied to and the truck's fuel gauge was faulty. Plus I found out from their corporate office that he had charged me $49.00 to fill the truck up anyway, this borders on criminal intent. I will not only never do business with this company again, I will attempt to dissuade everybody I know from doing business with this company. I'm sure one bad apple won't harm Budget's reputation but I would give this facility a miss.
ALHAMBRA, CALIFORNIA -- Recently my family rented a 26' Budget truck and a car dolly from Kokomo, In. We called about a week early to reserve the truck and was asked for a credit card number. We told the Budget Truck rental employee to NOT charge any fee on that particular credit card and that we would be using a different card to pay the $150 deposit with. He said he needed the card number for reservation purposes only and that the card would NOT be used for any other reason. After we picked up the truck and paid the $150 deposit we drove 2,500 miles from Indiana to California and unloaded the truck, we then filled it up with gas and took it back to Budget Truck rental.
Here's where things get nasty. We pulled in to the Budget Truck Rental store in 539 W Valley Blvd Alhambra, CA ** and the manager comes out, opens the fuel tank lid and barks, "I can't except this truck it isn't full of enough gas!" We told him that we filled it until the fuel pump automatically shut off but he just shook his head and said, "No, I can't take it." and turned around and walked back to his office. So we drove down to the gas station and tried to put more gas in the truck. In California, there are very strict fuel laws and one of them is that all the gas stations are required by law to have automatic shut off devices on the gas pumps.
After trying to fill up the truck with gas but unable to due to the automatic shutoffs, we returned the truck and tried to explain to the Budget Truck manager our situation. He said we have to manipulate the pump to "trick" it into working in order to fill up the gas to his satisfaction or he would not accept the truck.
By this time I'm getting extremely furious and I said,"Look dude, the gas station has automatic shutoff devices on their pumps for a reason so take the damn truck and give us our deposit now." He refused to cooperate and told us to go somewhere else some 60 miles away. As you will see later I should have just left the truck and took the loss. I gave in and jumped back into this truck, went back to the gas station and "tricked" the pumps not to shut off by pulling them out the nozzle and pulling the automatic shutoff device with my hand so it would keep pumping.
Here I am in 95 degree heat at noon with gas splashing out onto me and the ground trying to fill up this stupid truck while putting myself and my family and everybody else within distance in danger of being burned alive by igniting fuel so I can get my $150 deposit back and make some moron at Budget Truck rental happy.
Luckily a cop didn't see what I had done and after filling the truck up with gas we got out of there in one piece. We pulled into the Budget Truck rental store again and they finally were satisfied by the fuel level. So, we went inside to get our deposit and the 2 clerks inside decided they wanted to do it "their" way like their anal retentive boss does it and put the $150 deposit on the card that we used to reserve the truck with! Well, that card was maxed out because we used it for gas/food during the trip here. We were going to use the $150 deposit to eat with until my pension came in. I would be more than happy to join a class action lawsuit against Budget Truck Rental.
TAMPA, FLORIDA -- I rented a Budget truck to move from Dayton, OH to Tampa, FL. I flew to Dayton to get the truck I reserved, and took a cab to the business. When I showed up, the man working there was surprised to see me because he didn't have any reservations. Luckily he had a truck, if you could call it that, and eventually found the reservation. I examined the truck, and told him the gas tank was not completely full. He told me to just return it the way it was. Should have known that would be trouble.
While loading the truck, I went to open the passenger door, and learned at that time the passenger mirror was taped on. The mirror flapped the whole trip. The truck had no cruise control, the tires were out of balance, and it pulled significantly to the right. Made for a long trip. When I got to Tampa and finished with the truck, I went to return it. It was about 6 in the evening, but the business had already closed. I parked the truck there since I had a ride at that time, but didn't see a drop box so I decided to return in the morning to finish the transaction. I got a call at 7:30 am complaining that the truck was parked in their lot.
I told them I would be there as quick as I could, and was pushed over and over for a time. I did get there and drop the keys off about a half hour later. The gas gauge was as it had been when I picked it up. I contacted customer care, interesting name for it at Budget, and was treated very rudely by the operator there as well. Eventually I saw the futility of it, and just hung up.
Later, I was charged a $10 drop off fee, and $43 top off fee. I am fighting these fees, and will challenge them with the credit card company as well if they do not reverse them. I will not deal with Budget/Avis/Advantage rental agencies again. They have no clue about customer service!
SAVANNAH, GEORGIA -- I reserved a truck on July 11th for July 31st. I was called in the afternoon of the 30th from the Savannah, GA, Abercorn Street Budget truck rental location telling me that they will not have a truck for me the next day and there was absolutely nothing they could do for me or to compensate their huge mistake. They said I could try to call customer service, which I did and was on hold for over 30 minutes; I never spoke to a real person. My house lease ended on the 31st and I had absolutely no choice to stay any longer in that location. I had to move. I spent all afternoon calling other rental companies that were all completely booked. I was left completely stranded.
I will never rent from Budget Truck Rental ever again and I will be sure to tell anyone needing a truck rental to do the same. A company that states in their fine print that a reservation date is only a preference and can be changed as the company pleases is absurd and just plain wrong. When people need a moving truck, they need it for a specific day, not sometime around that date when Budget feels like delivering their trucks. It's one thing if there was weather related issues, but there was no reason for me to not receive the truck I RESERVED.
I think this company needs to seriously reevaluate their company policies and actually have customer service be a priority; if not for the sake of the people spending their hard earned money on the rentals, than at least for the poor local Budget employees that are given no authority by corporate to help customers but are the ones getting yelled at when Budget screws people over. Moving is tough and exhausting as it is, Budget made it so much more miserable.
AIKEN, SOUTH CAROLINA -- Made a reservation for 10 foot truck to move my daughter from Columbia SC to Aiken SC. No one told me at any point a 10 foot truck would be unavailable. Instead, once I got there I got a 16ft for same price. Had I known this, I would have gone 1/2 mile down the street and rented from U-Haul but we were pushed for time. I drove off with the truck only to get to my daughter's apartment and find that the inside back of the truck was absolutely filthy, not to mention it had water inside from a leak in the roof. I had to make do as we were pushed for time!
Handling this truck was terrible. The right mirror was taped with plastic as it was falling out of it's casing. With the price of gas, renting this truck was considerably more expensive. I almost was going to leave the truck on the destination lot as a drop-off, but thought otherwise, as I wanted to make sure I personally saw a Budget representative see that the truck was in better condition than when I got it. I had just filled it up completely but the representative told me it wasn't completely full. I begged to differ, but he told me he was going to charge me $30, if I didn't put more gas in there.
I then had to drive this big truck to a nearby gas station and see if it would take anymore gas. The price of a gallon of gas currently is $3.43. As I tried to fill it up more, it hit $3.15 and gas spilled out of the gas tank as it was overflowing. The destination facility was Jordan's Signature Automotive in Aiken, SC. Needless to say, never again will I rent from Budget!
I am so disgusted at Budget Truck. I rented a 24 foot truck and trailer with a dolly. I showed up at the Budget Truck place at 9:00 am. The guy said that there was no truck and he called customer service. In the office customer service asked to speak to me. They told me that when I made the reservation that it does not guarantee the equipment. Hmmmm.. 1:00 pm rolls around and they have brought a truck out that was being serviced. They have offered me a whole 42.00 dollars off. Meanwhile the dealer is trying to get me a truck, 4 hours a later I get a truck.
I get a truck that goes a 40 miles an hour and I have to return it. The dealer is trying hard to figure out a solution. It is plain that he is getting no help on the phone, anymore than I did. It was pathetic. I have now called back to my house to tell everyone that was to help me move to go home. Four people rearranged schedules to help the next day.
It is now the next day at 1:00 pm and I am now way off schedule. I could not even call people to help me unload because I could not depend on Budget Truck Rental. The truck I got apparently had no shocks or something as the cab shook horribly off and on. The gas gauge did not work which scared me that I was going to get stranded out in the middle of nowhere. I finally get to my destination and the dealer tells me that they have charged me for a dolly that I never got.
I asked for a refund and he said they should have straightened that out when I rented the truck and he gave me a customer service number to call. Well, since I and the dealer spent hours on the phone in the original place, I knew how the conversation would go and decided I had enough of the run around. If you care about not getting bogus charges and the safety of you and your family you will not go with this business.