Budget

Budget/Avis has been an absolute nightmare and they shouldn't be in business. My boyfriend and I rented a vehicle for one day and regret is not word. He called made a reservation early that morning. We arrived at the Berlin turnpike location because it was convenient from where we live and the woman had no knowledge of the reservation. It's ok we're pretty laid back people and understanding. But as we're waiting I noticed how filthy their location is. (I will be back just to take pictures) It looks like the health of the employees are at risk from the mold from the ceiling to the huge staining on the floor. Should have been a warning right then and there but I didn't want to judge and make a big deal and ruin our day. We rented a SUV for one day. We told the woman at the desk we were both going to be driving the vehicle she said I DID NOT NEED to be on the contract. We both advised her that we didn't want an issue returing the vehicle the next day and we wanted it to be on there. She said there was NO NEED to be on the contract. Regardless I should have made her do it but she works there. You can't force someone to do their job. I should fight with her to do it? She gave us permission it was ok i was returning the vehicle because he was going to be at work. I returned the car in better shape than we got it... and the woman was completely unprofessional and defiant. Called me names and slammed the door in my face because I asked for a receipt. She said our contract was null and void and we never got a receipt or anything. No proof we ever returned the car on time or the condition of the car. Never a walk around the vehicle before hand or after. They pray on people to make a mistake and trust their "professionalism" for their personal gain and profit. Regardless of the corona virus time or not I'm sure many people have fallen victim in f this company. Maybe damage that wasn't their fault. Charging for uncleanliness that wasn't their fault. They are hurting for business and will ruin your day and take complete advantage of You. Looking forward to pursuing this matter because it's morally wrong in my eyes and no one should have to go through it.

Such a terrible experience with their customer service. After not getting the correct truck for a move that we booked online, (of course they didn't have the right one available after realizing they gave us the wrong one), we decided we would rent from somewhere else. They told us we would get the hold fee of $105 back within 24-48 hours. Not so much. After not getting it back 2.5 weeks later, we decided to call and ask what was taking to long. Their answer? Literally..."It's not our problem, it's your bank." So we checked with our bank and after researching it, they said no, Budget had placed a 3 week hold on the funds. (I later found out that the exact same thing happened with a colleague of mine) That's a ridiculously long amount of time, no? Anyway, it wasn't a big deal... at least would be getting our money back at some point. My husband had to call their customer service line back to give them more information, and when we asked to speak to a supervisor, the girl replied "We don't have any here." How is that possible? He asked if there is ANYONE else he could talk to and she, again, literally said, "No, sorry. You can leave your information and someone may get back to you within 24-48 hours. But they probably won't call back because they don't usually call about releasing deposit funds." Seriously? We were speechless. She was the most UNPROFESSIONAL, rude "customer support" individual we have ever encountered. She barely listened to us, kept cutting us off with "I can't help you, there is nothing else I can do" and pretty much hung up on us. When we called back for a 4th time, (yes, seriously), we got a nicer person who, suprise suprise! Was able to connect us with a supervisor. He looked into the matter and saw that yes, it was Budget who had put the hold on the funds for 3 weeks. He was apologetic and we appreciated that, but we were more upset with how we were treated by the others we had spoken to up until that point. It's not about the money, it's about "customer service" providing anything BUT customer service.
I decided to share our experience by emailing their corporate office and their response? An automated email stating, "Thank you for your feedback. Our records show your problem was resolved."... I am speechless. I work in customer service and if my organization ever treated our customers that way... let's just say it would never happen.
In today's world where consumers have many options for services and much of our decisions are based on service/experience, companies should do whatever they can to provide excellent customer support. Let's just say that I would NEVER, EVER use Budget again and am beyond appalled at what they call "customer service".

HORRIBLE! I arrived to LVS with a prepaid rental agreement. I don't see how this was useful or expedited my experience in any way. Budget was the ONLY car company at the airport pick up area with a line that extended to the entrance of the building (and no, this was not because people were social distancing). It took me over an hour to get to the front of the line where I was then told that the car I had paid for and reserved was not available. I was moved to a sedan, without plates. I ended up missing my obligation because the time it took to retrieve the rental was excessive. I was prepared to shake it off and make the best of it but then I was met with the same experience on the day I returned. Only this time, the crowd and back up ultimately led me to missing my flight home. There were so many cars in the return garage that it was physically impossible to drive the car into the return drop off spot. The cars were lined up and down the ramp into the garage. I tried to call and let customer service know but I was only rerouted, put on hold, told to wait. When I can up with what I thought was a reasonable alternative (drop the car where there was visible room at the neighboring Avis company) the rep told me I'd be charged with a drop fee if I did that. And so, I no option but to wait and once things did seem to be moving, I had to wait more - for an agent to print a receipt and have me move on. That also took an unreasonable amount of time. And so, my daughter and I ended up missing our flight and had to spend six hours stuck in the airport where amenities are limited due to pandemic and the only option we could do to get us home was to take two flights, change planes, travel long hours, etc. Simple tip: If Budget anticipates that it will be busy, at the very least give a courtesy warning to your customers. I would have gladly allowed more time had I known it was needed. I held up my end of the contract by filling my rental car with gas, keeping it respectfully clean and returned on time. Budget, however did not hold up its end of the contract. Wrong car, no one to receive the car, overworked and mismanaged staff. Overall such a horrible experience that I will avoid using the company in the future. I requested a refund after reporting this experience and they DECLINED. And so, I will now share this honest review everywhere that I can.