This letter is stemmed from an unbelievably inconvenient, frustrating and horrible experience I recently had with Budget Rental. To say this was the most dissatisfied I have ever been with a company, would be putting it mildly.
My girlfriend and I were set to move from our NJ apartment to another apartment in about and hour away. The specific move-out date was Thursday, September 30th between 2-5pm. Since our new apartment would not be available until October 6th, we planned on renting a truck for a week and storing our belongings there.
We researched a few places and found Budget Rental to be the cheapest. They had a location that rented out Budget trucks 6 miles away, called Liberty. With a 20% coupon we had, we would be paying $27.99/day + .59/mi, which was great. We booked a 16 foot Budget truck on September 5th. The representative from Budget asked us what time we would like to pick up the truck on September 30th. We told them 1:30pm, as we had a very strict time frame in which we would need to be in and out. Everything was going smoothly.
On the move-out day (Thursday), we were all packed and ready to go. It was 11:30am and I figured I would give the rental location a call to see if the truck was available yet, just get a jump on things. I was informed by the representative at Liberty, "The truck is not here and I'm not sure when it's going to be here." Someone was renting the truck that I needed for a week that morning. I was confused; we made a reservation with Budget and even gave them a credit card to hold it. The man explained that I should call Budget and double-check because this type of thing has been known to happen.
I called Budget and explained the situation. They said the only truck available right now was one in Brooklyn, NY. This trip would have taken a long time. It was not yet 1:30pm, so I figured I would just wait until the pickup time and then go get the truck. I was told that I would be put on a notification list and someone would call me when my truck was ready to be picked up, which could take up to 2 hours.
The man I talked to at Budget did not show any signs of confidence that the truck would be there for me. In fact, He used phrases, such as "I'm not really sure, I don't know, we can try." This made me feel a bit uneasy; all I wanted was assurance that the truck I reserved with my credit card a few weeks back would indeed be there for the time I needed.
It was finally 1:30pm and I went to pick up the Budget truck. When I got to Liberty, the truck was still not there. I waited until 2:00pm, no truck. The representative at Liberty tried calling the person who rented the truck out, no response. I called Budget again, this time from the Liberty location. I was extremely annoyed and frustrated. I explained the situation again and they had no explanation.
The woman I spoke with was just as unsure as the first man whom which I spoke. I asked her how this is possible that a truck I reserved weeks ago was not here at the time I reserved and it was now 45 min past. She told me and I quote, "We don't guarantee the truck, we guarantee the rate." This set me off. How can you not guarantee a truck being there when you make a reservation? I was never informed that the truck "may not" be there when I called, otherwise who in their right mind would use Budget?? The truck being there on time is the main part of the reservation.
I then asked her what she could do to help me. She replied that there are no trucks available and that she would put me on a notification list when one does become available. This was another 2 hours that I didn't have on the same list I was on before, and still did not hear anything from! There was no excuse for not having my truck. More so, they offered absolutely no help, concern or consideration for my time frame.
At the very least, they should have offered to rush another truck there for make up for it. It was now 3:00pm. I realized at the point, they would do nothing to help me and it was a lost cause. The last thing the woman said to me and I quote, was"Maybe you should contact a competitor for a truck." Are you kidding me???
At 3:30pm, I was scrambling through phone books to find another truck at the size I needed. I finally found another truck, which was double the price I was planning to spend. By the time I got to that location, filled out paperwork and drove it to Hoboken, it was now 4:15pm. I had 45 minutes to move my entire apartment into the truck. I had to rush to make the 5:00pm cutoff for when we had the elevators reserved.
My girlfriend called Budget back later that day to AGAIN explain what happened and see if we could receive some compensation for the aggravation they caused us, not keeping a reservation and causing us to resort to a competitor for twice the amount. They said there was nothing they could do about it.
I never received calls for the 2 notification call lists I was presumably on. They did not apologize. If I was unable to find this last minute truck, I would have had to pay a heavy fee for my apartment complex for not being out of my building by Oct 1st. To top it off, I called back Liberty around 6:30pm that day, just so see if the truck was there. Nothing. It was like I never made a reservation at all. There should have been a truck on site for these situations, especially when someone rents it for a WEEK.
Budget Rental was the sole reason for my inability to move out on time. They are fully responsible for the exhausting, irritating and inconvenient day that I had to endure. It was truly the most horrendous experience I have ever had with a company. The conduct in which Budget Rental and its corresponding employees runs its business is disgraceful. Their unwillingness to problem solve was among the worst I have ever seen. There was no professionalism, urgency or regard for my situation. I am utterly disgusted with the provided service (or lack thereof) and will never use Budget services again.
In addition, I will warn everyone about Budget and how unhelpful they were throughout this entire ordeal. They took no responsibility for their actions and did absolutely nothing to make it easier on me. Their solution was to contact a competitor, which I will do from now on and urge everyone else do to as well. Words cannot express my anger regarding this experience. Budget is unreliable, untrustworthy and completely ignorant as a company.
I have been working with Budget Hungary more than 3 years and I was very satisfied so far. However I rented a car again for 4 days between 28 June and 02 July 2010 and I got the car with basic insurance which my responsibility is around 450 EUR...
When I returned the car, they realized a small scratch on the front bumper lower part and they told me that they can not give me invoice now as they have to see the cost of this damage..It was so small which the cost can be maximum 40-50 EUR. But I saw they did charge 110 EUR for this damage..
I called the downtown office in Budapest and the lady on the phone told me that she can send me only the invoice.. I several times told her that I need to talk to the guy who made this invoice but she refused my request and hanged up the phone... I do not accept such amount for such a small mistake.. Otherwise I will rent a car with full insurance next time and I will return the car wrecked up..
KANSAS CITY, MISSOURI -- I arrived to pick up a reserved car at a promised rate of 175.45 (plus tax and 89.37 fees). Upon arrival, the counter person stated that our reserved car (Chevy Aveo 4dr) would be too small for my mother's wheelchair and our luggage so gave me the option of either a Prius or Thunderbird to choose from, stating that the Thunderbird had a large enough trunk. She never once mentioned the daily costs of the car and insurance upgrade.
Imagine my shock when my bill ended up being $748.37. Not only was we charged almost $400.00 additional for the upgrade, but we were also charged a 48% tax fee! I would never had knowingly rented a vehicle for only 9 days at the cost off $748.37. I had used Budget many times in the past but never again. I just cannot afford that kind of additional cost.
AMARILLO, TEXAS -- I rented a car on Tuesday, July 12, 2011 from the airport location, which is independently owned and operated. I called the location first and explained that I only had a debit card and the manager stated that would be OK. At that time Manager took my debit card ( despite the written sign stating that they do not accept debit cards. The estimated charges were going to be about $215.00. He placed a hold on my account of $200.00. I called back on Thursday to request an extension and a better rate comparable to the one posted on website. S**** said I would need to bring the car back and close that rental out and re-rent the vehicle to get the new rate. I brought the vehicle back on 07-14-2011. She closed the rental out and opened the new one at the better rate. She took my debit card and without disclosing the amount placed a $500.00 hold on my debit card for estimated charges of $61.50. I received a text message from my bank indicating that my account had been over drawn by $167.21. I then asked her if she had just held $500.00 on my card. She said yes that was their policy. I explained that earlier in the week Budget had only held $200.00. She again stated this was their policy. I asked to see the policy, because nowhere on the contract I signed did it state this policy or was it indicated anywhere that they had held any amount on my card. She brought out a book and stated that these were also listed on the website. I read the policy and it states that "generally we require a debit card authorization hold of estimated charges plus $200..." I pointed this out to her and she said it was for credit cards. I showed her the words "Debit Card Hold Rules". She then claimed that they do not accept debit cards. I told her she just accepted mine. And that she couldn't say they do not take them and then accept them and charge whatever they want. I asked to speak to the manager. He came out and I questioned why they had only held $200.00 earlier in the week (which was still being held on my card at this time as well. He replied with" I don't know you from Adam. We are basically giving you a $20,000.00 car for $ 500.00. You could just take off in the car. I would hunt you down." I said "so now you are calling me a thief?" They refused to release the hold. I called the corporate office, who stated that because they were independently owned they were not able to do anything. They had requested several pieced of information from my rental contract that was not filled in my S****. I called my bank who was unable to release the funds even though the charges were disputed. I never gave them authorization to hold $500.00. They never requested authorization to hold this amount. I called the Budget office again and asked to speak to the owner, who conveniently had just left for the day. I find this suspect as I was sitting in the parking lot this entire time and had not seen anyone leave. I returned the vehicle on Saturday 07-16-2011, a few hours early. On Monday morning the $500.00 hold was still on my account. I spoke to my bank and they had not received the release from Budget. The written policy states" Upon returning the vehicle, we will process a released of the unused portion of the debit hold..." I called budget and spoke once again with S***** who states they funds had been released and it was my bank that was holding things up. I informed her that I had just spoken to my bank and they have not even received the release. She said it was sent. I asked for the name of the person who sent it. She refused to give that to me. As of the time of this complaint the hold is still on my account. This company was unethical, unprofessional, and deceptive.
SAN FRANCISCO, CALIFORNIA -- In May of this year, my wife and I rented a Jeep Grand Cherokee from Budget. It had less than 200 miles on it when we picked it up at SFO. After five days and about 800 miles, we returned it to the same lot at SFO. It was full of gas, that they initially tried to charge me for, but we got that straightened out before we headed to the terminal. After an inspection by the attendant, found no damages, we unloaded our luggage and went inside.
Now it's August. I received a call from the Claims Department telling me that I owed another $206 for damage to the windshield. I was never notified that the windshield was damaged, but they tried to tell me that in the summer heat, the windshield cracked because of damage that was done while I was driving. I asked if they had rented the car in the last three months to anyone else. I was told that they did rent it out, but it was my fault, even though the damage was never pointed out to me at the time I returned the call. I asked for **'s manager and he was conveniently at lunch at 3:00 in the afternoon, and he couldn't afford me the courtesy of a return call. What a joke.
I can't believe they are even in business if this is the way that they treat customers. I called the Budget office at SFO to get a copy of the damage report and the lady that I spoke to on the phone had no clue what I was talking about. She did send me another copy of my receipt, which showed no mention of damages, but she couldn't find any notes about damages. Like I said above, they are absolute crooks. They wait until 90 days after the rental and then try to steal from a customer.
ARLINGTON, TEXAS -- Their customer service phone reps are horrible. I had 2 reps and 1 person in corporate hang up on me. I should have taken that as a sign. I booked a car 3 weeks in advance I decided to call to check on my reservations the week after I made the reservations. Come to find out the representative booked my date the same day I called. I immediately asked to speak with a supervisor. During the time I was speaking with a supervisor I got hung up on twice.
Supervisor finally got on the phone. Rebooked my reservations. Told me he would honor the rate I originally had thinking everything was ok. I decided to double check again on my booking. Well the supervisor gave me the date I originally booked the car, but had me at a higher rate. So now i'm furious. Spoke with another supervisor to make sure I had the right rate and date in the system. I was told they could not see the rate in their system but when I get to the location the morning of the pick up they should have the correct rate.
I get to the location to pick up my car that day at 7:00am when they first opened just to find out they did not have my correct rate in the system. I immediately got on the phone to speak with corporate. While on the phone with one of the corporate reps she asked me for my conf# which at that time I left at home because I thought everything was good. I informed her I didn't have my conf#. Can she look me up by my name? Well she refused to look me up by my name, gets mad and hang up on me.
I finally get someone else in corporate that looked my name up to see if I had reservations and to get me out and on the road. I did not get on the road with a rental until after 10am. I never got an apology, coupons or nothing. Not one time did anyone feel the frustration or sympathy I had. I was one my way home for a family matter and almost didn't make it. I will never rent from Avis/Budget ever again. They have really poor customer service.
MIAMI AIRPORT, FLORIDA -- I have to say that I was very happy with my experience with Budget. Especially the Miami Airport location. I found the operation very efficient, and easy to navigate. I have never written a review of anything before, but I researched a lot for which place to get my car from. I chose budget because they had an easy site to navigate, and it was easy to find all of the answers to my questions. They also do not require that you buy their insurance, which I did anyway, and if you prepay for the reservation with a debit card they only place a 100 dollar hold, which is lower than most places that I looked into. I was worried about my flight being late, but they told me that they would hold the rental for 15 hrs with no fees, which they did and I was 4 hrs late and accrued no fees.
The counter was easy to find and pick up was pretty quick. We also had to leave very early in the morning, so I left extra early not knowing how long the turn in process would take. There were signs clearly posted so finding the drop off was also very easy. It was very fast, and I never even had to go to the counter. I also was concerned about a few small scrapes on the car because nobody walked around with me when I picked up the car, so I waited until the hold on my card was released before writing this review, there was no hidden charge and I paid exactly what I expected, plus they only put a 2 dollar hold instead of the 100! The car was great, clean, and great gas mileage. I forgot exactly what type of car I reserved but it was the type after economy and compact.
They let me choose from between several, and the guy at the counter suggested one with good mpg and sound system and low miles, which I chose. Every employee I encountered was helpful and friendly. They put a Sun Pass in the windshield for toll roads which is awesome, and made navigating the congested highways a breeze. Overall, if you look for a car at a site with multiple companies, go to their sites and read the terms, this was the best deal, and very efficient service. Also, I recommend prepaying on-line. It eliminates some of the restrictions(like pick up time and card holds), and it is the best rate even over other discounts. I give this location a 5 star as well as budget themselves. Good Job, and I will use them from now on.
CREST HILL, ILLINOIS -- Had an experience with Budget Golf from Crest Hill, IL not a good one. Bought an item from them on eBay (buy now), which is a legal contract according to Ebay. I paid for the item, but they couldn't deliver because they did not have the product. They did refund my money and offered a 10% discount on an item on a purchase from their website and with a little coaxing, offered 2 other items for the same cost which wasn't acceptable to me (They knew up front what color & style were needed, but offered something else). I contacted eBay and they told me I had to deal with them direct and the only way I could complain was in their feedback system.
Their final compromise on their breach of contract was a 10% discount on an item from their website. I though a 50% off coupon on a purchase was a fair compromise. They wouldn't even discuss it. Even with the discount, it would have cost me more to buy from their website then the item cost me on eBay because of shipping charges on the website versus free shipping on the item from Ebay.
Being in business myself for over 20 years, I found that the character of a company is ultimately decided by the way it reacts to adversity. They failed my expectations.
Caveat emptor- Let the buyer beware. I don't know if eBay's policy on contracts or the sellers unwillingness to do everything in their power to avoid responsibility for their lack of business skills.
Their Mission Statement on their website:
"We believe in complete customer satisfaction and lasting value, which is why we guarantee a perfect delivery of your discount golf equipment. We'd love to be able to promise that you'll improve your golf game but at least we can assure you that you will get the quality and service you expect, and together we'll improve your golf game”.
They get a double bogey in my opinion, along with Ebay.
CLEVELAND, OHIO -- My sister rented a car from this company and I went with her. We were lied to about the price and the time to return the car. Budget took more than double out of my sister's account than what the total price that the desk clerk said out of her own mouth. The desk clerk also gave us the wrong time my sister was to return the car. This resulted in her being charged an extra day and double fee. When confronted, the same desk clerk kept apologizing because she knew she was wrong for lying to us. But my sister insisted that something must be done. After speaking to the manager once the clerk did what she can do, they only refunded a quarter of what they were supposed to give back.
Plus, it takes a long time before your money is put back into your account. Well isn't that a [snip]!!! It sure didn't take them long to take the money out! She will never rent from them again and I would never even consider to rent from them either.
STOCKTON, CALIFORNIA -- We had a horrible experience with budget and we will never
Use your service again we had reservations for a month
For a car dolly and 16 inch truck, the night before we were supposed to get
Truck and dolly budget called us and said we rented out the last truck
So you have to drive to Tracy budget and get the truck then return
To stockton to get dolly which was a hassle but we had no choice,
Once we got there the employee called to get the vin # for the dolly
Well come to find out he rented out the dolly to someone else and had no more
And told us we would have to drive 30 minutes out of the way to go to another budget place
And get the dolly we asked for the gas money because this was not our fault but
They refused. We had a very stressful day with this and we are not happy that we had to fork out more cash for their mistake.