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Budget Rent-A-Car Complaint - Unethical Customer Service - 2 Day Car Rental
2 Day Car Rental - Complaint
We rented a car from the Budget Car Rental at Reno airport. We got to the counter after we landed and waited nearly 45 minutes to get to the counter. There was no line anywhere else, and had we not had a pre-existing reservation I would have left then. We used a credit card for the hold (of $200) but let them know that we wanted to pay with the debit card when we returned. We were only in town for 2 days, and we returned the car on time, with a full tank of gas. Returning the car was easy, we changed payment to the debit card and were on our way. Only when we returned home did we figure out that we had been charged over $700 in 3 charges. First the credit card was charged $250 (I imagine this was the hold that hadn’t yet been refunded), the $81.05 rental fee to the debit card, and a $300 fee to the debit card. I had no idea what the $300 charge was for, so I called the national Customer Service number to ask.
After 30 minutes of being on hold, I explained what my issue was, and he pulled up our reservation. He then told me that it was my fault that we were charged so many times because the only reason that would happen is if I asked to be overcharged. I told him that I couldn’t think of any circumstance in which I would actually ask to be overcharged, and that perhaps it was an accident. He said there was no way, and it had to be because I asked for two charges to two different cards. At this point we weren’t going to agree, but I just wanted to get it taken care of. He said that he could certainly get the $300 charge released if I would give him my bank account information, pin number, and social security number. I politely refused and asked for another way to handle it. I specifically asked for a letter to be faxed to me showing this charge to be released and I could handle it with my very nice local bank. He said this wasn’t possible and again asked for my personal information. He said that he had it all there in front of him and just needed me to confirm it with him. I still refused to give him any of my personal information and asked to speak to a supervisor. He said that he didn’t have a supervisor at which point I asked him for his name so I could report the call to Consumer Protection. He then hung up on me.
On the brighter side, I called back and spoke with a very nice woman who apologized for the previous agent’s actions and said that under no circumstance will anyone at Budget ever need my Social Security Number, bank account info, or anything else like that. Not only did she take care of the charges (yes, without the personal info) but also she said that she would report the agent I spoke with earlier and have it taken care of internally.
I think it’s incredibly inappropriate for a company like that to have a customer service agent asking for such personal information. I realize that his actions do not represent the entire Budget Car Rental Company, but he was the Customer Service agent and represented Budget to me at the time. Again, the second woman I spoke to was VERY helpful and took care of it, however, I don’t think I will be renting a car through Budget again.
After 30 minutes of being on hold, I explained what my issue was, and he pulled up our reservation. He then told me that it was my fault that we were charged so many times because the only reason that would happen is if I asked to be overcharged. I told him that I couldn’t think of any circumstance in which I would actually ask to be overcharged, and that perhaps it was an accident. He said there was no way, and it had to be because I asked for two charges to two different cards. At this point we weren’t going to agree, but I just wanted to get it taken care of. He said that he could certainly get the $300 charge released if I would give him my bank account information, pin number, and social security number. I politely refused and asked for another way to handle it. I specifically asked for a letter to be faxed to me showing this charge to be released and I could handle it with my very nice local bank. He said this wasn’t possible and again asked for my personal information. He said that he had it all there in front of him and just needed me to confirm it with him. I still refused to give him any of my personal information and asked to speak to a supervisor. He said that he didn’t have a supervisor at which point I asked him for his name so I could report the call to Consumer Protection. He then hung up on me.
On the brighter side, I called back and spoke with a very nice woman who apologized for the previous agent’s actions and said that under no circumstance will anyone at Budget ever need my Social Security Number, bank account info, or anything else like that. Not only did she take care of the charges (yes, without the personal info) but also she said that she would report the agent I spoke with earlier and have it taken care of internally.
I think it’s incredibly inappropriate for a company like that to have a customer service agent asking for such personal information. I realize that his actions do not represent the entire Budget Car Rental Company, but he was the Customer Service agent and represented Budget to me at the time. Again, the second woman I spoke to was VERY helpful and took care of it, however, I don’t think I will be renting a car through Budget again.
Comments:
Posted by cherpep on 2008-05-27:
BRAVO! Good post and excellent example of how to handle the situation when asked for SS# and pin number.
Posted by Ghost of Doc J on 2008-05-27:
Excellent review and I also applaud how you handled the first 'rep'. I would only add that you may want to make Budget aware of the call (date, time, etc). They obviously have a phisherman on their staff who has likely compromised the identities of people who are less savy than you. Very helpful post!!!
Posted by tnchuck100 on 2008-05-27:
Excellent post!
Posted by DebtorBasher on 2008-05-27:
Good job...it may also have been that rep's last day on the job and was trying to get as much personal info from as many people as possible...for his "New" job.
Posted by Mrs. V on 2008-05-27:
Wonderful Post!
Posted by Big Al2674 on 2008-06-03:
Thanks for sharing your experience. Good lesson for everyone, never share ssn, pin numbers with anyone. I might have asked for the supervisor as soon as he started asking for that info.
Posted by Sunchaser1469 on 2008-06-10:
Wonderful post! Just reinforces that not every Customer service person is there to help you, some want to hurt you.
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