VANCOUVER, WASHINGTON -- I have already written down the events in this format, so I just copied and pasted, sorry it's so long!
1/2/07 â Spoke to Sarah at Budget location re: $9.50 error charged on car rental from December 29, 2006. Sarah said it was too late to credit my card, so she would tape a note on the desk for a free day rental. (Sarah knows me by sight from my continuing patronage, and has never been rude to me.)
1/18/07 â Rented vehicle from Budget car rental (with Sarah), since I was getting an Explorer, which cost more per day than my normal rentals, I verified that it was OK to use the free day (along with an extra day, that I would pay for), to which Sarah said âabsolutelyâ.
1/20/07 â Returned to Budget, spoke to Sarah and extended the rental an additional day, to make it 3 days (paying for 2 days, and getting the one free day to repay their error), again Sarah was amiable, and said âyouâre all setâ.
1/21/07 â noticed I had a coupon for budget for a free day (âRent a budget car for a minimum of 3 weekend days and enjoy the third day freeâ) I called budget, spoke to a man, not sure of the name, told him that I already have a free rental day because of an overcharge on their part, and asked if I could use the coupon, since the rental started on a Thursday, and I would keep it through Monday if they would accept it, paying for 2 days, getting a third free, and the fourth being free for the error. He said yes, and took the coupon code down, and said I was set. Let me add here that if they had said that I could not use this coupon, I would have returned the vehicle that day, paying for 2 days, and getting the one comp day.
1/22/07 â returned vehicle at around 4:30. I made sure to tell him to take off the 9.50 refueling charge, because I filled it with gas. Eddie helped me, and I asked if he needed the coupon, and he said yes. At this point he tried to tell me I was an hour late, and the total would be 200 something! I calmly explained that Sarah had arranged a free day rental prior to my renting this vehicle because of an erroneous charge on my previous rental, and that with the coupon which, I explained, I got an OK from the employee yesterday to use, I should only owe for 2 days (which clearly falls within the coupons requirements). To this, Eddie said (in a rude tone of voice, I might add) âIâm not giving you 2 free daysâ he also said that the employee I spoke to was a temp. I tried to explain that the person I spoke to yesterday took down the coupon code, and asked specifically for the âbcdâ number from the coupon, so he must know something about the business, as there are two codes on the coupon, one starting with âbcd #â and one starting with âcoupon #â. He (Eddie) continued to argue and first tried to say that the coupon did not apply, since I kept it longer than 3 days, then when he realized that the coupon would still be good, he reverted to âyouâre not getting 2 free daysâ. In the end he gave me a receipt that charged me $190.11 (As far as I could tell, this amount, again, included the 9.50 refueling service charge, and $1.80 Fuel services charge!) I was so angry at this point, and told him I wanted to speak to Sarah, he said she wasnât there, so I told him that I would be contesting the bill, and left. I came back 10 minutes later to get the original paperwork from when I rented on the 18th.
1/22/07, later at home â I know I did nothing wrong here, and made every effort to be sure that the free rental from their error could be used on the Explorer, and then calling for confirmation that I would be able to use the coupon. I really am just very confused as to why Eddie (I assume he is the manager) would behave in such a rude fashion to a semi-regular customer! And to reverse the other persons statement with his reason being that the guy was a âtempââ¦ in my eyes he was representing budget, and if he is allowed to answer the phone, then what he tells the customer should be honored! If I had come in on Thursday, got a rental, and used the comp day, then return it, then come back on later that day and rent until Monday and use the coupon, this would not even be an issue, so again I am extremely confused at what the problem was!
After thinking this over, I called (Eddie) and stated my case again saying that I was giving him another chance to rectify the situation before I take action, mentioning the bit about renting Thursday, using the comp, returning Friday, and come back later in the day, renting through Monday, and he said âno, you still would not have gotten 2 days free!â So from what I can tell, he would not have let me use the coupon no matter what, but he still ASKED for the coupon when I first returned the carâ¦ again, very confusing.
1/23/07 â Called Budget customer service, told her (Nicole) the story, and told her she could speak to Sarah at that location to confirm the comp day. When Nicole came back on the line, she said that Sarah said she didnât authorize that! I called Sarah, and she was very cold (this I couldnât believe, as she is normally very nice, and accommodating, a true customer service star), and told me that she gave me a coupon (which she did NOT)! So now it looks like I was trying to double use the coupon I had from before! I called Nicole back, and in the end, I DID get my credit for the day and the gas charge, but at the expense of being forced to first visit the Twilight Zone! I couldnât help but call Sarah back and tell her that their attempt to screw me had failed, and that they lost a good returning customer to boot.