In November 2010, I used 23, 186 airline miles to book a rental car to visit family for the holidays. The miles would only cover two day rental, so in early Novermber 2010 I called Budget reservations at 800-527-0700 to extend it to four days and pay for the remaining two. The customer service rep. said he could only add a separate reservation for the remaining two days and that I would need to check the car back in at the rental office before the end of the second day. In other words, I would be required to drive six hours round trip to "check in" the car since Budget's computer system did not have the capability to combine the reservation with the airline miles and the additional two days; and company policy required that the car be returned at the end of the first reservation. He recommended that I call the Green Bay, WI rental office directly for further assistance. I called Green Bay Budget office directly on November 11, 2010 and spoke to the manager, Ronette. She confirmed it would be no problem to extend my reservation to 4 days and she would take care of it. I arrived at Green Bay, WI Budget office on December 23rd only to find that the system and the manager did NOT have the capability to change my reservation from two days to four and that they needed to charge me penalty fees in the form of a higher rate for the addition two days since I was "changing my reservation". How could I be changing my reservation when the manager confirmed it was taken care of? The Green Bay office manager was very appologetic and explained these were unfortunate "system constraints and company policy" and she had no way of resolving it. They explained that with using my 23, 186 airline miles, my four day rental would cost me $140.65; however, if I was a "walk-up" without a resveration or airline miles, my cost would be $137.61. Yes, that is correct - my cost was actually MORE by using airline miles. I lost 23, 186 airline miles that I could have used elsewhere. My cost should have been 50% of the total, not more than the total cost of a "walk-up".

If this were not enough, I had a family crisis on Christmas Eve and needed to travel home to KY immediately. I frantically called 1-800-527-7000 customer service to confirm if I could drive the car to KY and return it the next day, December 25th, rather than returning it to Green Bay on December 27th. For thirty minutes I was given the run around by reps. that could not find my information, or could not assist me with my request. I finally reached the Louisville, KY office at Louisville International Airport where I planned to drop the car. The gentleman on the phone in Louisville Budget office said it would be no problem to bring the car to Louisville office and there would be a charge of about $115 to do this. He also confirmed that if I returned the car prior to 2:30PM, I would be refunded the two days that I did not use. My $115 estimated fee turned into $212.78.

I arrived at Louisville International Airport around 5:00PM on December 25th -too late to get two days refunded, but certainly was entitled to one day refunded. When I arrived, there a different man behind the desk than the one that I had spoken to the night before. He seemed to have many issues with the computer system (same as the women in Green Bay). When I asked for a refund for the day that I did not use he said I was not entitled to it because I was a "pre-pay". I asked, "what is a pre-pay?". He said since I paid for the rental car when I rented it versus when I returned it, I am not entitled to a refund of any kind. He said as the customer I was "responsible for informing" the customer service rep. the night before that I was a "pre-pay" since this is not something that the Budget Louisville office could see in the system when pulling up my rental record. He then proceeded to tell me that the term "pre-pay" is a very common term in the rental car industry that everyone who rents cars is familiar with. He then emphasize again I should have known this and it was my responsibility to use the term "pre-pay" and not Budget's to know this from the reservation system. I was shocked by his comments, insulting behavior, and poor customer service.

I have been renting cars for over twenty years and I have never had such a horrible experience. According to my calculations, I lost 23, 186 airline miles, two free days of car rental, and some % of the difference between the $115 fee I was quoted and the $212.78 that I was charged for driving the car to Louisville.

I hope that my painful experience will help Budget to truly focus on customer service and satisfaction.

I booked a car rental through your organization ( Hotwire Itinerary 4183033363 ) and picked up my car in Orlando. The Budget Car Rental confirmation number was 24706341US2. I returned the car in Pensacola on the date required and thought everything was paid for. I just received my VISA bill and was surprised to see a $139.57 charge by Budget in Orlando. Did I miss something or did Budget charge me incorrectly???

Do I challenge the Budget charge??

I am livid and have never received such poor customer service in my
life. I have always had pleasant experiences w/ National, Avis and
Budget, but this time I chose Budget. I picked up a car from Budget out
of the Santa Domingo, Dominican Republic office on November 16th 2010.
It was rented through the Internet at a rate of apx 30.00 per day. When
I went to obtain my car there was a customer service person
there-female-that checked me in--she assured me the car would be full of
gasoline and would not be red.


As a single person traveling cross country to meet my fiance I did not
want a red car for safety reasons.The attendant-male- that gave me an
orientation of my car--which turned out to be RED and had only 1/2 a
tank of gas-wrote on the paper that the car had a little more than 1/2
tank of gas.


Bear in mind I had been on a "Red eye" from California and had been in
airports and on planes for about 11 hours. I was very jet lagged. I
questioned him as to why he had indicated on the paper that it was over
1/2 full. He said not to worry it was the same as half full. I told him
I was promised a full tank and a different colored car.(I would be
driving cross country and wanted to have as much gas as possible. He
acted frustrated, as he had already put my luggage in this one, and
said we could change cars. I was ready to pass out at this point. Just
wishing to be on my way before nightfall for safety reasons---I said
don't worry about it. He pointed to where I could get gas.


When I returned the car on Dec 1st there was a problem. Before
returning the car we filled it up to half full just before getting into
the airport.We arrived in more than enough time to catch my flight and
get my connecting flight.However the customer service person wanted more
money for the "deficit gas". I explained the previous scenario to her
and then to her supervisor-also female- who was eating french fries at
the desk in front of me. They did not care--They went round and round
with me for at least 25 minutes and then we decided to fill it up to
where they wanted it. I feel this was a tactic to just have us say
forget it and pay the high price that is tacked on for a the extra gas.
They knew what time my flight was and figured I would not put up a fuss-
My fiance went and put more gas in the car. I got in line for my flight.
As a result of this hassle these Budget customer service agents gave me,
I missed my flight.


I had to pay a change fee of 100.00 to jet blue and I had to spring for
an expensive hotel near the airport that evening- 185.00.(Quality Inn)
285.00 +15 for the gas and about 50.00 for food. 351.00--The of course
the rental of my car $302.01--Turned out to be a 753.01 car rental!!!
Such a deal!


To top it all off, my fiance and I were mugged as we walked to get food
near the hotel. Luckily I was able to make it to the hotel and my fiance
and the hotel manager handled the problem. needless to say this was a
really bad experience. The c.s. people at budget were horrible and
relentless over a sum that amounted to probably no more than $50.00 that
they would have been making. I think it cost us about 15.00 to fill it
up.I know that if you were traveling you would not have liked to be
treated like this.Times are hard, but it is my philosophy that every
customer counts and the way that you treat people really does matter. At
the very least, I would like to be compensated for my expenses.


Your prompt attention to this would be very much appreciated. It may
seem like a small thing to you, but when your vacation memories are
ruined it is a big thing. I'm sure you understand and will look forward
to your reply.Good communication and customer service, as I'm sure you
know, goes a long way. By the way I'm fluent in Spanish too--It was not
a misunderstanding. I feel like I was mugged twice. The bandits didn't
get anything, but Budget cost me a substantial amount.


It's also really about the principal and how horrible I felt after this
experience. Thank you.

I called up in the States on an 800 number to rent a car for a week while on vacation in Israel. Car was picked up in Tel Aviv and returned in Jerusalem. I returned the car on the morning before the end of the week-everything was fine. I did not need the car any more though I was still in Jerusalem. I noticed later on when I looked at my Capital one Credit care statement that I was charged $110 more than the agreed upon price. I immediately appealed with Capital One. I asked for explanations from Budget. Firstly found out that Budget in Israel is an independent entity so the American office did not want to get involved(though they set up the rental). The Israeli office stated that once I returned the car early that they reverted to a daily rate. This was done without telling me-I could have easily held on to the car for the day. Capital One quickly informed me that the charge would go through and I only could appeal with the Rental Company. I will no longer use Capital One as their Appeal process was bogus. I would not use Budget whether in US or overseas. Also found out that Budget is really a subsidiary of Avis so be careful about them.

June 06, 2010, I returned a car to Budgets garage at Orlando airport full of gas. The check-in person checked the car inside (to see that the tank was full) and outside (to see that there was no damage to the car). She gave me my bill for $313.89. Subsequently, June 07, my credit card was charged additionally $106.82 for gas.

If the customer is present and the car is checked, how can Budget subsequently charge the customer for gas when the tank registered full in his presence? I have been renting cars from Budget and Avis for the last 16 years, in some years, I have rented a car every week. I have Avis Preferred Wizard number X3P53F and Budget Fast break number LF930M. I have always returned their car with the gas at the full level. I did not have problems before and so budget was my car rental company of choice. But Budget has billed me incorrectly $106.82 and has refused to give me my full refund.

Below I will document the difficulty I am having with Budget.

June 14, 2010

I complained to budget about the additional charge and was told that if I had the receipt and provided it by fax, my account would be credited for the $106.82. I could not locate the bill and so the staff member said Budget would give me a credit of $53.41 (1/2 of $106.82) pending their receipt from me of the bill.

June 19, 2010

I provided Budgets representative, Ivis by fax (fax number 407 825 1749), as requested, with a copy of the gas bill which indicated that I had bought gas on June 5, at 17:59 before returning the car at 6:00 AM on June 06. I was told that I would receive the remaining credit within 7 days.

July 6, 2010

I spoke with Budgets representative, Carlos, at 407- 825- 1742. He assured me that the credit had been approved and sent to head office. I checked subsequently but credit did not show up on my credit card statement.

August 2, 2010

I spoke with Budgets representative, Rod (Carlos manager) at 407- 825-1742. He confirmed that the credit had been approved. He told me that he would check with head office and get back to me by phone or email the next day. I provided him with my phone number and my email address. I have not heard from Rod yet.

Aug 06, 2010

Spoke with Budgets Representative, Laura @ 800-214-6094. She told me that I should have sent the bill to Customer Service. I provided bill by fax to 918-627-2508; referenced case #3199286.

Aug 19, 2010

I spoke with Budgets representative Kenneth. He told me that the credit allowed on June 14 was all I was going to get because the gas was purchased on June 5 and the car was returned on June 6. I pointed out to him that the car had to be returned at 6 am on June 6, therefore I purchased gas at 17:59 the night before, since the distance away from the airport was short. The tank was checked full by the return clerk.

MY COMMENT ON BUDGETS CUSTOMER SERVICE

Budgets customer service leaves a lot to be desired. Everyone needs to be on the lookout for undue charges from Budget. I will not rent from Budget again and I will dissuade anyone I know to do likewise.