Budget Rent-A-Car Complaint - Stay Away From Budget!!! Horrible Experience
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 there of) 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.