Budget Rent-A-Car Complaint - Break Failure On Route 95 In The Rain At 11:00 At Night
NEW YORK CITY, NEW YORK -- The breaks on a Budget vehicle failed on route 95 approximately 11:00 pm in the rain. I managed to maneuver and stopped the the vehicle without injury and without running into a WAWA convenience store.
I contacted the road side assistance and because of the late hour they suggested I get a hotel while I waited for my replacement vehicle. Three hours later I had a new vehicle. I took pictures of the vehicle and conferred with a mechanic regarding he identity of the liquid leaking profusely from the vehicle. We bother confirmed it was probably break fluid.
THIS IS WHERE BUDGET MANAGED TO BREACH MOST OF THEIR SO CALLED MISSION STATEMENT. The following experience was wrought with stress. I was not treated with integrity, there was no quality in the vehicle provided or the customer service, I was not treated with any compassion or respect, nor did Budget display any team work to coordinate this effort. (PLEASE SEE BUDGET?AVIS Mission statement - hysterical)
The next morning I contact customer services and the rental location to discuss the incident and to inform them as a result of the vehicle failure that I would be late returning the vehicle. Customer service said to contact the Manager at the rental location. The Manager stated that she would allow me to retain the vehicle for an additional day without charge. She would update the record so when I returned the vehicle all would be aware of the contingencies.
The next day when I returned the vehicle to the location I was told by the Supervisor that the Manager did not update the record to reflect the earlier discussion. She also advised me that the Manager no longer worked at that location and in the Managers' absence she was not authorized to remove any charges from the invoice. But, she did manage to remove the charges associated with the extra day but failed to remove the late fees and suggested I contact the customer service department to discuss the matter further.
Over a two week period I have been attempting to negotiate this matter with customer services and various other Budget employees (not Management, the common customers do not have access to anyone other than customer service).
After great frustration I thought perhaps taking the whole mess to Court might be easier than trying to maneuver through the idiot mine field. Customer service referred me to legal but that number sent me to an automated system where you could leave a message that would reach any lawyer decided to listen or not. In my professional experience Lawyer on respond to Court filed complaints.
Someone in corporate sales manage to contact the new Manager at the rental location who authorized an additional $50 credit that I had to coordinate with customer service to execute.
After discussing the incident with a Supervisor she took off the cost of the hotel and stated that she would remove the $10 late fee. When I contacted American Express she stated the hotel fee had been removed but the late fee had not.
When I called to confirm all credits had been applied I spoke to a feeble minded $5.00 an hour, old poorly educated man who attempted to bully me into not requesting the credits that had been orally agreed upon prior to his brief and unnecessary inclusion. The entire useless conversation was ridiculous considering he had no authority to make any modification to the file.
In order to expedite resolution I had to coordinate with the location Manager (who was very cooperative) to negotiate with his customer service to execute the credit that had been agreed upon.
Throughout this entire process not one Budget employee ever acknowledged that the because of the questionable condition of this vehicle I could have been injured or killed.
I attempted to contact corporate but I was told by a secretary at the front desk of the corporate office she was not allowed to give out names of Management or Legal and was not allowed to put dissatisfied customers in direct contact with anyone other than customer service.
This has been the most dissatisfying encounter I have had with a corporation in quite some time. It will be one I will not forget. But I will certainly forget to consider AVIS and BUDGET when I require car rental services. I will also make sure my organization and our partners in the respective Procurement departments also forget AVIS and BUDGET when considering services.
I would have probably received better customer service by banging my head against a brick wall. AS@@ Holes would be a understatement when describing the unreliable, belligerent, short sided, incompetent budget employees.
A company's stature is reflected by its employees. Employees are a reflection of the tone set by Management and their Mission Statement. I am guessing the BUDGET/AVIS Mission Statement is just a bunch corporate speak that clearly is not executed by its employees or its management. The Mission Statement, Management, the employees have all failed, like the breaks on their cars.