INDIANAPOLIS, INDIANA -- I have never had a worse customer experience in my life than I've had with Budget rental today. I set up this rental car for my boss. The location (4555 N Keystone Ave, Indianapolis, Indiana, United States-(ID3)) was completely unresponsive and did not answer their phone over 20 times. We requested a pickup, and they never showed up. My boss was finally able to get through to them, and they were rude, then put him on a hold which disconnected after 10 minutes.
After multiple call-backs and multiple disconnections, they refused to serve him. Meanwhile, I could not get through to the location and was continually transferred to the corporate customer service line. The corporate service line over and over told me I needed to call the location- an impossible task, as I could not get through to the location. No one on the customer service line could offer any solution. I was continually transferred.
After being transferred finally to a manager, the manager was incredibly rude and unwilling to listen to a word I said. This obviously escalated the situation. I definitely raised my voice; He continually was speaking over me not listening to a word I was saying. He kept accusing me of not knowing what was going on, when I kept telling him I just explained what was going on.
His rudeness was completely unacceptable. He refused to transfer me to anyone else and refused to help me. Long story short, and over two hours of aggravation later, my boss was left with NO solution, and Budget did not even try to provide one or make the situation right. I will never use Budget again if I can help it.
ORLANDO, FLORIDA -- I prepaid 2 months ahead of time. When I got to the counter there were 2 police officers detaining a man. I surmise it was an irritated customer. There were (I am not exaggerating) 35 people waiting. Instead of taking 1 agent at a time they were talking to all of them at once. We waited more than an hour to get to the counter. We even cheered when a customer finished at the counter. They gave me a space # but forgot to mention that the space was in another car rentals area. Of course there was no one around to help. I was a nervous wreck when I got out of there.
This is the second time I have experienced this in the past year at this location. I blame the management and the company for not seeing it. There had to be at least 4 people that left the line and went to another rental. I don't know if they realized that there was a penalty for being a no show or canceling. But there were a lot of people pissed off about it including me!!!
MIAMI, FLORIDA -- This rental car company is the worst. I will never use them again. It seems that they continue to accommodate customers that are not ready to rent cars and make us customers that have reservations and that have already paid standing in line for an hour while they figure out the issues. I WILL NEVER USE BUDGET AGAIN. And I have instructed my company to do the same.
NEW JERSEY -- I reserved a rental truck from Budget and even received a reminder email on 11/26/2015 verifying and reminding me of my reservation **. When we went to pick up the reserved truck located at (Budget of Federal Way) 34225 Pacific Hwy S, Federal Way at 8:00 AM, the dealer was not open and was about 25 minutes late in doing so. Is this how you want Budget to be represented?
When they arrived at approximately 8:25 AM, we were told they did not have any trucks and could not help us. I was at the very least upset but it gets worse. I contacted your Corporate Customer Service at 800-455-1332 and I was literally told the same thing but they added, “Someone from Budget should have contacted you about not having a truck available.” These comments were made by a fleet manager, I believe his name was **. I did not get any phone call only the confirmation and reminder email. I was also reminded by ** to look at my rental contract.
Only a hint that Budget does not guarantee anything and it appears your contract is only downside for your customer. I trusted that I would get the service I expected. You should be ashamed!! I am a mid-level manager for a large corporation and if anyone that worked for me provided the same answers to our customers, I would at a minimum given them some sort of corrective action if not fired them.
While looking up the Budget Corporate office address, I noticed social media posts about Budget which I included in this envelope. Have you ever read these? You should be ashamed of the postings about Budget's poor service. I also realize that often time people do not share good experiences, only bad. I do share both bad and good. I have already signed up for a Twitter account so I can share my Budget experience with the world. I contacted Penske and they were very professional and found a truck for me.
I do not expect anything from Budget. You should be thankful that there are some people that share experiences with you so you can make things better, based on the social media postings that does appear it will happened. I will also contact my company's corporate Travel Manager about my Budget experience. I want to make sure others at our company do not, nor have the same experience while traveling as I did with a truck rental. I feel sorry for you, I am blessed to work for a company that cares for its customers. I do hope your admin gives this to you. My admin gives me the bad news too. I am still flabbergasted!!
WINDSOR LOCKS, FLORIDA -- I have NEVER interacted with such unknowledgeable staff or had such a difficult time retrieving information. When I placed my order online, I paid for the entire rental of the vehicle and was required to pay the "estimated taxes and fees" when I picked the vehicle up. When I arrived, the employee who was helping me informed me that my remaining charges were more than THREE times the "estimated taxes and fees."
When I asked how this could be, he simply said he didn't know. At this point, I asked to speak to a manager. Instead, he sent me to a different counter with another employee. This woman looked at my reservation and told me, "Can you read? It says estimate." I was irate. That is no way to speak to a customer. Again, I asked for a manager and was told that there was no manager on site.
I was appalled at the service I was receiving and wanted to cancel my order. However, they had already charged me before I signed for the payment. My card was charged, and there was "nothing we can do, ma'am." I became upset and asked for the keys so I could leave, deciding to worry about the situation later. After all, I was on vacation.
When I returned home, I received two more charges from Budget. I called the toll- free number to ask what they were for, and one woman told me that they were for tolls (which is understandable). Another woman told me I was incorrectly charged when I retrieved my vehicle so she refunded a little over $100. Each time I received a charge and called Budget, I asked to speak to a supervisor.
Each time, I was told that they were unavailable and would be called back. It has been two weeks, and I am still waiting. The service is unacceptable, and my entire experience was frustrating. I will never rent from Budget again, and I would certainly not recommend that anyone else does either.
KAHULUI, HAWAII -- Beware and do not rent from this company. These sleazebags are trying to charge me $272 for a bald tire that blew out. Roadside service said this and one other tire was disintegrating and unsafe to drive on. Budget is actually trying to hold me responsible for this wear and tear item caused by their irresponsible maintenance of the vehicle. They expect me to pay for an existing item that occurred over thousands of miles which I did not cause.
My bank is reversing the charges and said Budget has no right to charge me. Budget states they will continue to aggressively pursue collection on it. It is interesting to note that Budget Rent A Car has an F rating with the Better Business Bureau, and this rating is reflective of worldwide corporate owned rental locations.
AKRON/CANTON, OHIO -- I reserved & prepaid for a rental out of the Akron Canton airport. Because my flight arrived after the closing time I called before reserving the vehicle to inquire as to whether they would stay to give me the rental; I was assured they would and they put my flight information into the system. I know this was done because when I called on the day of the reservation to again confirm someone would be at the counter to assist me my flight information was repeated to me.
Upon my arrival at the airport, at midnight, there was a sign on the Budget counter saying go to the Avis counter. There was no one at the Avis counter & the girl at the neighboring desk said "He left". When she messaged him he said there was no flight information in the system. When I called the next day to lodge a complaint I was told someone from corporate would contact me. With it being the holiday I didn't realize no one did until the following Tuesday.
When I spoke to a customer representative I was told that she wasn't sure why someone would tell me they would follow up because the counter closed prior to my flight arrival time. I replied maybe because they thought Budget cared about such a poor show of customer service & would be interested in attempting to right the wrong. Clearly I was wrong. Don't rent from Budget if you have a late flight or you'll be stranded at the airport!!
FRANKFURT AIRPORT -- We rented a Skoda car for 6 days from the Budget Agency at the Frankfurt Airport. We had no problems or accidents with the car and returned it October 23rd full of diesel. When we checked it in, there was no damage to the car according to the check-in person.
Two weeks later we received a letter that we were being charged 220 euros for damage to the car. The corporate Budget Customer Service person justified the charge by saying they probably found damage we didn't notice. After seeing all the other complaints about Avis and Budget, it is a common problem at the Frankfurt Airport to get ripped off by Avis and Budget for damage after you're gone. Avoid Avis and Budget at Frankfurt Airport!
PORTLAND, WISCONSIN -- I inadvertently left my camera and case in the car I rented upon returning it to fly home. I immediately called Budget Lost and Found to lodge a report but had to do so after the department had closed. I left a message with the information I thought to be correct and was going to call the minute Lost and Found opened the next business day. I didn't have to as the staff beat me to it. They found my camera and were excited they could help out. It was shipped back to me that day.
I was beyond thrilled with the honesty of the staff and their desire to get my camera back to me as quickly as possible. The gentleman that called me was pleased he could make my day. I had absolutely no issues with my vehicle during the time I had it. Very clean, comfortable and was just what I needed. I will definitely be working with Budget in the future when I need to rent a car.
SAN JOSE, CALIFORNIA -- Two or three years ago I had very pleasant, courteous and professional experience with BUDGET in Sunnyvale, CA. And the price was right too. At that time, I decided to stay with BUDGET for my future needs. Disclaimer: I do need to rent a car once, sometimes twice a year. In other words, I am not a heavy user of the rent-a-car service(s).
My experience from Jan 14th, 2015: I needed a car for 5-7 days from Sunday Jan 11th, 2015 onwards. Called BUDGET's 800 number to make reservation. A lady on other side was very nice, polite, friendly and fast. Her name was Aisha, Usha or something similar - Japanese name. We agreed about the car (Ford Focus or similar). She gave me a quote for CCA $580, including full insurance, unlimited mileage and taxes. She said that cancellation of the reservation will cost me $10. If I do not pick up a car (or something similar) I have to pay $50. I agreed and gave her credit card number.
Unfortunately, my traveling plans changed before the pickup day. I needed to cancel or change the reservation. I was willing to pay $10 fee. Called 800 number. After many automated questions, I got on the phone a live person. I do not remember his name. His attitude, during the conversation was "I do not care about anything, I have to do what I am paid for." No friendliness, very annoying attitude.
On the bright side. He understood what I want to do. I wanted to change the reservation day from Sunday, Jan 11th. He said "No." He also said, "The full price is going to be $40 less than the original quote ($580)." I said, "Great, I like to Wednesday Jan 14th, 2015." He said, "No problem, I can do it for you." I asked him if I need to pay for the change outcome.
On Jan 14th 2015, I've showed up at the BUDGET office (San Jose International Airport) to pick up the car. The sales associate asked for the reservation number. I gave it to him. He checked his computer and said that I need to have another reservation number, because my reservation number was for the past Sunday Jan 11th 2015. I told him, I do not have any additional or new reservation number.
He said, in such a case, he will use the original reservation number to proceed with the process. The price is going to be $880 + $80 for GPS. Total of $960. I could not believe my ears. The price went $300 UP just because of the change of the pickup date. If I would have known that, when I changed the pickup date, I would cancel the reservation and go shopping elsewhere for the better price.
Reminder: the person, who made a change over the phone four days before, told me that the price is going to be $40 less than the original quote. I told sales associate that I am going to one of the competitors to get a better deal. Another reminder: I was at San Jose International airport where are CCA, 10 other Rent-a-Car offices in one row. He said, that I will not find a better deal, because today was a very busy day for all of them. Most of the cars in my category were gone. I said to myself... "Hmm this is a bummer."
Then I told him that I would like to talk to his manager. He said, "Ok...just wait, please, for a sec." Then I waited, 5 - 10 minutes. Nothing. I got bored and decided to talk to another car rental company (SIXT). The lady was very polite and friendly. She said, "Yes, we have car for rent, but not in Ford Focus price range. It is going to cost you $680 all included + GPS as a complimentary." So, I got 4-door BMW with GPS.
Went back to the BUDGET front desk. The manager did not show up yet. The initial sales representative was not there either. Few minutes later another gentleman came to the front desk. I thought... "Wow...great." This is the manager. I approached him and started to explain my case. He listened to for a minute, saying nothing. Then a lady next to him said, "No, he is not a manager. He is sales associate on training." Few minutes later the first sales associate came back (no manager yet) telling me that they cannot do anything to accommodate me. The price is $880.
I said to him "Ok, then please cancel my reservation." He answered, "No, I cannot do this. You have to talk to the company who gave you the reservation." I told him, "The company was the BUDGET and you work for BUDGET." He was firm. He said few times in a row, you have to call the company who gave you reservation. I wished him a nice day, left the BUDGET's desk and went to SIXT. Paid $680 to SIXT. Got a better car, paid $200 less than BUDGET and got GPS for free.
Came home, called BUDGET, one more time, to cancel the reservation. I explained to the gentleman the whole situation and asked for refund. He said, "Ok, I can cancel the reservation. It will cost you $50." Again, I could not believe what I heard. I told him that I was in the BUDGET's office to pick up the car on time. He still did want to waive the $50 fee. Then I asked him to transfer the call to his manager.
A nice person (Daryl) answered the phone. He was very polite, he listen to me, and he apologized for all troubles I had with their sales representatives. He also told me that I will get a full refund in 2-3 days. Conclusion: Stay away from BUDGET. You can spend your time better.