Budget Rental Complaint - *****READ BEFORE USING YOUR DEBIT CARD WITH BUDGET
KANSAS CITY, MISSOURI -- Warning to all...this is what heppenes when you use your debit card:
May 31, 2011 I rented a vehicle using my Utility Bill (address on bill 1704 **************.) and my most recent paycheck stub (address on stub 3831 N. *********** my current ID (address on ID 1704 **************) and my debit card. I agreed to the rental fees for 1 week totaling $365.00 and a deposit of $150.00. It was explained to me by the rental agent (you should be able to pull her name from my origingal rental agreement) that upon my return of the vehicle the $150.00 will be refunded to me but could take up to 2 weeks depending on when my bank releases the funds. I was told that if I were to need to extend the rental to call back in and authorize my card to be charged again. I was also instructed that if my method of payment were to change I would need to return back to the location to extend my rental. On May 7th at 10:00 I called in to extend my rental on the same original card given on May31st. I was told by this agent (again you should be able to pull his name from this transaction) that my total charges to extend my rental would be $216.00 and the $150.00 will be released back into my account but would be used to make up for the rest of the rental charges. I asked the agent to please confirm only $216.00 would be debited from my account so that I could make sure enough money was in my account to debit. I was reassured that the total amount of $216.00 would be debited, nothing more. I agreed to this. I checked my account at 2pm on 6/7 and the $216.00 was debited on 6/7. On 6/8 I viewed my account and an additional $150.00 was taken out as well. At 9:30am on 6/8 I called the Wyandotte location to question the additional $150.00 charge. It was explained to me that the agent I spoke to on 6/7 did not debit enough money and the $150.00 deducted from my account was to make up for the mistake. The agent (Sherry) apologized for the agent not taking out the correct amount and began to tell me there was nothing she can do. When I explained to her that my checking account had been drastically compromised, she interrupted me to advise me "Well you can just return the car and I will refund you for the days you have not used the car." I advised the agent that I asked the previous agent who extended my rental to confirm the single charge as advised $216.00 would be debited and was told "yes". I advised her that I had no knowledge to question the $216.00 being incorrect because the person I talked to should have been giving me accurate information especially when dealing with a debit card and not a credit card. Since she did not display any concern for my current situation I asked to speak to the onsite manager. She advised me that she was the location manager and there was nothing she could do. She again advised me "You can return the car and I will refund you for the days you have not used". I advised her that I was using the vehicle for job related travel and was unable to return the vehicle that day and should not be penalized by having to look for another vehicle because I was advised the incorrect information. Since the charges were valid in the end; I decided to let the matter go even though the matter was left unresolved. On 6/14 I called in to advise that I would be returning the car late, I spoke with Mike (a manager of another location, but at the 1217 location that day) and he advised me since I was returning the car late to be sure to have it back by 10:15 6/15 and to expect a $77 refund on my debit card instead of the entire $150.00. I later received a call from the agent who originally rented me the car and she asked if I would be returning the car that day. I advised her that I spoke with Mike and he gave me instructions on returning the rental. She advised me that he was a manager and see saw the arrangements made. I advised her that I will be calling in on 6/15 to renew the rental. She advised me this was fine, however if I am changing my card in which the rental was being charged on I would need to come into the 1217 Wyandotte to do so. Otherwise, I could call in and extend the rental. 6/15 8am I call in to the 1217 Wyandotte location to renew the rental. Sherry was the person who answered the call, she asked me who I was and put me on hold for about 5 minutes. She came back to the phone and advised her systems were down and she would need to call me back. I gave her my work phone number because my cell phone was not on me that day. She did call me back about 30minutes later advising me that I could not renew the rental because there was a debit card policy that stated no rental could be out over 14days. I would need to come in, close out the contract and take out another rental. I advised Sherry that finding out this information this late in the morning at work was once again putting me into another unnecessary position. I was never told this information at the time of the rental nor while talking to the agent on the phone the previous day. Sherry advised me that the policy was on the information I signed that is kept in the Budget rental office. I explained to Sherry that $300.00 total was being held on my debit card in addition to the $365 for another week. She advised this was her policy. While speaking with her over the phone I looked at my bank account and saw a new charge for $73.00. I asked Sherry to have a District Manager call me immediately as this situation was getting out of hand. Sherry asked what number was best to contact me on and advised my work number, the same number she had been calling me on that morning. Waiting all day at work for a phone call back, I never received one. At 5pm, I regained access to my phone and saw that I had a message from 785-331-2722, I listened to the message and it was from Mike. He called my cell phone at 11:32am. Mike advised that if the car was not returned Budget would report the car stolen. In a panic, I call Sherry to first ask her why I was not contacted at work. She simply said “I don’t know”. I advised her that I was waiting on a call from her manager. She advised me, her manager did not want to call me back and he told Mike to call me and “handle” it. Sherry said she would call her cooperate office to try and find out what can be done at this point. Sherry called me at 5:45pm to advise me the car was reported stolen and there was nothing she could do. She advised me “Just drop the car off at the airport location since you live up north anyway, we close at 6. There is nothing I can do”. I advised her that I had my 2 young children with me and this is leaving me without any transportation at all. She advised me “If you continue to drive the car, you are creating grand theft auto, the best thing for you to do is drop it off at the airport location”. I asked her if they could renew the rental, she looked up some rates and advised me it would be $86/day in addition to a $150 deposit. I ended the call with Sherry and proceeded to call the Kansas City Police department in fear that if I got pulled over on the way to the airport with my children in the car, I would be in another very bad situation. I asked them to let me know if the VIN number or license on the car had been reported stolen, they advised me no. The car had not been reported stolen. Feeling very angry and confused I looked at the back of my rental agreement that shows additional fees if the car is dropped at a different location. Sherry did not inform me of this, but today I am very glad that I did not. 6/16 7:30am I call the 1217 Wyandotte location to speak with Sherry to renew the rental. Prepared to pay the additional fees, I go into the location in person. Sherry asks me for my proof of income and utility bill. I advised her that they should already have that information on file from my previous rental; Sherry says “I told you over the phone yesterday I would need this”. I went back to the vehicle to retrieve the original documents used to rent the vehicle. I handed them to her; Sherry says she needs an updated paycheck stub. I called my boss and had him fax me a paycheck stub. I also gave her my most recent utility bill. Sherry takes my debit card and drivers license along with my proof of income and utility bill and give me the total for the rental. I advised her that I was using my cell phone to move that exact amount over into my make account. Sherry runs my debit card. 30 seconds later Sherry hands me all of my information and says she cannot rent me the vehicle because the address on my paycheck stub does not match the address on my utility bill. I advise her I just recently moved and it was an update still pending with my HR office. I asked her what other information I could give her she says “Nothing”. I advised her that after 2 weeks of renting this vehicle they are just not seeing an error? She says “They never should have rented you the car in the first place. I can’t let another mistake walk out the door.” I asked her to allow me to gather my son’s car seat and stroller from the back of the car. Sherry advised me “I don’t have to let you get anything out of the car”. I asked her, what could she possibly want with a baby car seat? She then advised me that the car doors were unlocked. I went to gather my things from the car. At 8:28 AM I am standing in downtown Kansas City with a stroller and have no transportation to work. I called Enterprise was picked up and in a car in less than 20 minutes. No issues at all. As soon as I got to work, I checked my account again, 93.00 had been debited that morning. If Sherry was not going to extend the rental, my question is why didn’t she tell me that from the beginning and not waste my time. She led me to believe she was running my card for the new rental agreement that morning. Once she confirmed the charges were through, she then advised me she could not help me. When I saw the charges on my card I called Sherry to find out that the charges were for and she advised me because the car was dropped late and the gas tank was on “E”. Had I had known Sherry had no intensions on renewing the rental I would have put gas in the car ready to turn back in, but my intensions were to rent the car again and head straight to work. I was given the name Mr. Sweeney who works in the Shawnee Kansas location as the DM. He, to this day has not returned my call and to the day the deposit for $150.00 has not made it to my bank. It is my hope that writing this letter this information will make it into the right hands and this entire situation costing my not only money but complete embarrasssment at my place of employment because of being misinformed on several occasions by the employees and managers at the 1217 Wyandotte location.