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 not 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 hard working 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.
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 due 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.
I rented a Budget truck for a move and the truck broke down on us at 1000 Sunday morning in Denton, TX. Roadside assistance left my wife, 8 week old baby, my father, my 84 year old grandfather and myself on the side of the road for 6 hours to get us towed despite being only 1 mile from the closest Budget office and only 24 miles from their fleet repair station in Grapevine. Both of which were open at the time of break down but closed before anyone bother to tow us. When they did tow me they towed me to wrong location.
I called road side assistance back three times and tried to get us towed to the correct place but each representative was more rude than the next saying "we would never tow a truck twice" and "you just don't understand" They also told me "all of my expenses would be reimbursed and to just check into a hotel and we will call at 08:00 to let you know how long on the repair." I am still today waiting for that 08:00 phone call as that was that last I have ever heard from Roadside assistance. I went to the local budget office and spoke to the employee there who confirm that we were indeed in the wrong spot and would have to be towed a second time.
He just called fleet repair directly and they got us a tow truck. Unfortunately, that process took another four hours and it wasn't till 12:00 the next day that they were actually able to get the truck at the correct location. It then took another four hours to repair the truck. We didn't get back on the road till after 16:00 over 30 hours since we have broken down.
I have since called to get reimbursed for my expenses which they are now trying to put limits on saying I was only allowed so much for food or hotel. This of course was never mentioned when I was stranded. Also every time I call we are told to call back at another time or a manager will call in a hour and never does. Today they had the nerve to transfer me to a off track betting company. Don't let this happen to you or your family boycott Budget!
Our original reservation was to pick up the truck at 11:00 am on Saturday. Upon arriving at the pickup place, they had no knowledge of the reservation, nor did they have any trucks. After calling everywhere and finding no trucks available within 100 miles, we had to leave. Phone calls to Budget customer service told us that we are not reserving equipment, merely reserving a price. Eventually, we were called at about 4:00 pm to let us know a truck was available. We were told that the rental would start at 11:00 am on the next day, Sunday since we didn't get it in time to use it on Saturday.
Upon attempting to return the truck, we drove through Petoskey 3 times, stopping at the police station and 2 other places looking for the address, as well as calling Budget 2 times. We eventually found the place 3 hours after we should have been able to find it. It was located in the country without any signs or any way of knowing that it was a Budget place. We only knew to leave the truck there after calling customer service yet again.
Then, upon returning home we received a message that we would be charged for another day since they had actually started counting our rental at 1:18 on Saturday - several hours before a truck was even available. As far as we are concerned, this is theft of $60 since they are charging for a day that we did not receive. We are retired and do not have time and money to throw away. We had to hire people to load the truck even though it wasn't available. We aren't 20 years old and can't load a truck ourselves in the middle of the night to get things rushed through. That's why we paid for a 3rd day -- but to be charged for a day we didn't even get is ridiculous.
Make absolutely certain you understand how Budget handles breakdowns before you rent from them. I rented a 24' Budget truck in Myrtle Beach SC and had 2 days to pack, drive 250 miles, unpack and return to work. We left Myrtle Beach at 5 pm on a Friday, drove for a while when the truck started acting up. Stopped at a truck plaza off I-40 and cut the truck off. Then the truck would not start again. This was 8:15 P.M. Called the 800 "Roadside Emergency" #. Waiting on hold for 30 minutes before finally getting a "Customer Service Specialist".
He was more concerned about mileage, vehicle #, contract #, etc. He then told me he would forward to a "Technical Specialist" who would call me back within 1/2 hour. 46 minutes later we get a call that a mechanic is on the way and will be to us within 1 hour. When questioned about what was going to happen, I was told you have to wait for mechanic. Long story short, mechanic replaced an alternator and we got on the road at 2:15 am! Six hours on breakdown and Budget will only credit me $30 on my rental. BUT, they paid the mechanic $1.50 a mile for 180 miles and $98 an hour for 3 hours!!!!! Budget is not responsive to their consumers!!!!
I rented a truck from Budget to move from Colorado to Washington. My online confirmation quoted me $381.99 since the deposit would be waived if I paid with a credit card, which I did. When I went to pick up the truck I requested a dolly and was told that it would cost me an additional $17 and that there was no extra fee for an additional driver. I was frazzled, I'm a new (and first time) mom so I didn't even check my receipt and left. It wasn't until I arrived at my destination that I saw that I had over drafted three times because I was charged over $600 for my rental.
At this point I took out my receipt and found I had been charged $37 for a dolly, $25 for an additional driver and $150 deposit for a total of $193 more than I was quoted. Since I over drafted three times because of this (I don't know why they couldn't have just done this in one transaction) I was now negative almost $300! Again... NEW MOM! When I returned the truck I was told that it would take up to 10 days to get the deposit back and that I would have to contact customer service for additional help with the other fees.
I called customer service and was hung up on twice. I then asked to talk to a supervisor and got a woman named **. Later, I found out ** was NOT a supervisor though she claimed to be. Regardless, I sent her the information she asked for asking for a refund of $18 for the dolly (the difference of what I was quoted), $25 for the additional driver fee, $102 for my over draft fees and applicable taxes for a total of just over $137. Of course, my first fax wasn't sufficient so I had to fax the information again, at an additional cost to me despite the fact I was already over drafted.
I waited for several days for an update with no news. I called and asked for ** to call me back. Nothing. I called again and asked for a supervisor and found out ** was not a supervisor per **. ** then hung up on me. I'm still awaiting a call back from a supervisor. At this point they have only refunded $18 and told me that my bank would just "forgive" the three over draft fees. When I spoke to my bank they told me that it didn't matter if it was my fault or not, they would not refund those over draft fees.
I'm still waiting. My calls are going ignored and I am still severely over drafted. I don't have money to help support myself, let alone my baby and Budget continues to refuse to work with me.
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.
They overbooked and didn't tell me until the day before my move that I had no truck. After being left high and dry by the pick-up location that told me of the failure to be able to honor my confirmed reservation, I called Budget and they tried (supposedly) to find me a truck. When I called to find out the status of the search, it was like they had no idea who I was. So the search begins (again?).
They end up finding me a truck over 30 miles away. They oh so generously offered not to charge me for the extra miles I would have to drive so far out of my way due to THEIR mistake. They absolutely would not give me any kind of discount or reimbursement to compensate for the $40 extra in gas it would cost me to pick up at the new location and I didn't even bring up the 2 hours of extra driving I would have to do on my moving day!
I spent so much time on the phone with customer service and various supervisors and it came down to them not caring and not even thinking that they did anything wrong. They were almost confused that I thought they should modify my charges in some fashion so I would pay the same as I would have paid with my initial reservation. It was THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED. I called U-Haul and had a truck within an hour.