Budget Rent-A-Car Complaint - Complaint - Customer Service
FORT WORTH, TEXAS -- I made an online reservation with Budget. I paid for the car rental online as well. After reading the rental contract, I called the location where I would be picking up the car. I asked if the debit card I used to pay for the rental would be accepted at the counter when I picked up the car. I was told yes. I asked for the dollar amount they would be "holding" on my card once I picked up the car. I was told $100.00. I asked why the rental contract says the hold amount would be $200.00? The agent responded with "oh that is just a standard amount used on the rental contracts." odd...but ok. I asked if I would be subject to a "credit check" as this too is included in the rental contract. I was told there would be no credit check.
I went to pick up the car and the agent (Crystal in the Downtown Fort Worth TX location) looked at my card and told me she would not accept the kind of card I had. She would give me no explanation other than we do not accept your kind of card?) I told her to cancel my reservation. Crystal cannot do that. I have cancel it online. Ok, I cancel the reservation online and I call customer service to complain. I told the agent that I had canceled my reservation and wanted a time frame for receiving the refund.
She asked if I had requested a refund? Canceling the reservation does not entitle you to a refund? You must request it? she told me that she would request the refund for me and I should receive it within 10 business days. I asked questions about their rental policies and why what was on the contract was different at the counter and vice versa and I informed her about how poorly I had been treated at the counter. Just when I thought it couldn't get any worse, she informed me that I signed the contract and that I was being rude. She then proceeded to act as if she could not understand me. Fast forward to today, two weeks later and the 10th business day. I have not received my refund. I called Budget again, spoke to Tony who advised my reservation had not been canceled (according to him my reservation was in limbo...odd, I have a cancellation number) and no refund had be requested.
He said he would take care of this for me and that it would be another 10 business days before the credit was received. I told him that the agent I talked to two weeks ago told me that the $50.00 cancellation fee would be waived. He said it would and that I would receive a confirmation e-mail stating that the reservation was canceled and that the refund had been requested. I received the email. The e-mail said that the cancellation fee would be $50.00 and that it was not waived. I called Tony back. Read the e-mail to him...Oh, I'm sorry, I should have told you that the e-mail would say that and that the $50.00 cancellation fee will be processed through another department. I have not received a confirmation e-mail from that department; but I am mad as hell. A monkey could do a better job. I'm now in the process of disputing all charges made to my card from Budget Rent a Car through my bank and informing every person I know not to use them. I find it quite interesting that at the time I write this, Budget has 80% more complaints than any other car rental company on this web-site. Go with Enterprise, and enjoy your trip.