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.
My son and I reserved a Budget truck for a local move. When we went to pick up the truck, we were informed that reservation not withstanding, there no trucks available at that location. For the rest of the day! The local agent (Budget trucks were his sideline business) looked totally bored, was completely unconcerned, didn't apologize and offered zero help. He gave us a toll free number then started reading a book and ignored us after that. After 20 minutes bouncing between Budget reps and hold music we were told they "might" be able to get a truck for us in 2 hours.
We called a local U-Haul store, and by contrast they could not have been more helpful. The location we called did not have a truck, but reserved one for us at another U-Haul store nearby. It was ready in 30 minutes and we were able to salvage the day. This is actually the second time Budget promised us a rental truck that wasn't available the day we needed it. I'd forget Budget trucks if I were you. To be fair, we've gotten good service with Budget car rentals; must not be the same group in charge with the truck division.
PORT ORCHARD, WASHINGTON -- We rented a Budget truck from Defiance Boats on Highway 3 in Port Orchard in early June 2011. Our experience was perfect from beginning to end. The service we received at Defiance Boats was exemplary and sets the standard for customer service. Courteous, thorough, supportive, accommodating, they have it all. No un-ordered 'blankets' or 'dolly' tie-wrapped to the walls for loading and spatial problems and/or charges if dislodged, mirrors were stable at highway speeds, non-smoking truck,...no complaints whatsoever.
We estimated the size truck we would need by checking online the various truck sizes, and then stacking all our stuff in a measured space in the garage. We figured the smallest size truck would be best for several reasons: cheaper, easier to drive, more fuel efficient, and our load would pack better and shift less. The truck we rented from Defiance Boats was mechanically excellent, got GREAT gas mileage [seriously - unbelievable!], and was reliable from the start. Our drop off in Lewiston, ID could not have been more accommodating and cheerful. Totally a wonderful experience. You will not go wrong here!
Never, ever rent from Budget. After reserving a truck, traveling 200 miles with my family to pick up some furniture from my in-laws, Budget had overbooked and had no truck. In fact, they said they had five reservations for three trucks, and that I merely reserved the rate not the truck when I made my reservation. Unbelievably, they then charged me as a no show. Sounds like they thought I was reserving more than the rate. Customer service was horrible.
No effort was made to make good. Thankfully Penske had a truck. They were far more professional and customer oriented. Budget just didn't care.
PHILADELPHIA, PENNSYLVANIA -- We made a reservation for a truck. We were told to pick it up before noon, got there at 11 and was told they did not have a truck for us. Got sent to a different location and they had nothing available. Was again sent to another location and again nothing was available (luckily this time we called them first).
We called to complain and the representative said, "making a reservation only reserves the price, not a guarantee that there will be a truck." So I responded, "why don't you disclose this verbally so people can decide, instead of asking me to fill out some offer for free gas and ask me how your service was." Better yet just make your new slogan "if you want to rent a truck, live longer, and keep your blood pressure down, you better go to U-haul instead, you'll save time and money in the end." DO NOT RENT from them.. Better Business Bureau here I come!
My son requested special leave based on a confirmed rental truck reservation held with a credit card from BUDGET. He left from Kansas the day before we arranged to pick up the truck. As he was driving, a 'warehouse manager' called and cancelled his reservation which he had for over a week. He has only 4 days leave and now no truck. His wife is expecting their first child and he will be deployed to Iraq in October. They have no way to move their belongings to Kansas. They have to be out of their apartment at the end of the month as was planned.
Thanks to BUDGET they have no way to move their belongings and he has to be back on base by Monday. BUDGET DOES NOT SUPPORT OUR SOLDIERS. Don't trust Budget. If I cancelled within 48 hours I had to forfeit my deposit. Budget cancelled 20 hours before the arranged pickup time and screwed over an American Soldier.
Worst customer service!!! Budget Truck Reservations promised me a truck with cruise control, air conditioning, and would be clean. The truck I received when I picked it up was crap!!! We were driving 1500 miles. We did not get a truck with cruise control. I have rented from Penske many times and their trucks always had cruise control. Budget also added on an extra driver charge that I was not informed of. (I did ask about any potential charges as I was comparing prices) The man at the counter told me to call customer service and they would remove the extra driver charge, that he can not. Customer Service was so rude. I asked for a supervisor to call me. After several days, Cynthia called. What a nasty lady. The only thing I got was more frustration.
MARIETTA, GEORGIA -- Please, whatever you do, please do not rent a one-way truck from Budget Truck Rental! The Budget Truck Rental business model is a disaster. It comprises a loose collection of dealers who do not care whether you get the equipment you need when you need it or if you ever get moved. We had a reservation for a truck and a car carrier and waited THREE DAYS for a car carrier. Yes, three entire days and then we could not get a refund on the car carrier and the online customer service has not contacted me yet (almost a month later). Plus, the location we turned the equipment lied to us and said they had refunded our credit card deposit of $150 in cash. No company would ever do that even if we begged them to do it. So, I had to call Budget Truck Rental Customer Service(for probably the 10th time) and finally got someone who said that she would credit the deposit back to my credit card (though it will take 7-14 days to show up even though they charge what we "owe" immediately). Again, do NOT rent from Budget Truck Rental. You will regret it. Their online reservations is a total joke; they have no way of seeing inventory; their dealerships open and close and random hours; they do not care a bit about customer satisfaction nor do they seem to understand that when people are doing an interstate move that they do not have DAYS to wait for equipment to arrive. We were even asked at one point to go pick up the car carrier ourselves from another dealership across town.