Budget Car Rental Debacle

On my most recent trip to Vegas I had the worst car rental experience of my life and it involved budget. I arrived on the 17th and was set up to use their fastbreak service for a 5 day rental. In summary I wound up with 3 cars and 5 contracts for this rental

1) I rented an intermediate car which they were showing on their website as a pontiac g6. Considering that pontiac has been out of business for a few years this should have been a warning sign!

2) When I got to my space they had assigned me a chevy cruze - not even close in size to the car I wanted. I was directed by the boothling to see the manager - Laura who I got to see often during the week.

3) laura offered me an elantra & I said that was the same size car as the cruze

4) she then sent me to a deskling who offered me a small volkswagon - No good

5) he then wrote up a contract for a fusion and just before he handed me the contract he announces - sorry; the car isn't on the lot - WHAT!

6) he then says - "how about an Impala" - in the past when this question was posed with other companies when I was having a problem it meant complimentary upgrade. He then hands me a contract for $100+ more - I reject this 3rd contract

7) he then gives me an Avenger; get to the car - NO GAS

8) Boothling then says they will fill it up; at this point I ask for a discount - sorry you have to talk to laura

9) laura offers me a coupon for a 1 day rental in the future; unacceptable. she then says that she will get me a credit. Comes back with a new contract - $5 off - I surrender; figuring I will take care of it thru customer service when I come home. This fast break rental took 90 minutes

10) On Monday I am driving to Southpoint - tire pressure light goes on. Check the tires - fine. While checking the manual we found a slot coupon for the Hard Rock for $5 - cool. However it was from October which means they don't clean the cars Drive back to budget; boothling says we will get you another car. Now for some more fun

11) Boothling tells me since the car is 3/4ths full they have to charge me for gas. I say the gas is low because the car is broken and I shouldn't be charged. Back to laura who agrees and gives me a Fusion - another hour wasted

12) Wednesday am I return the car; boothling gives me a receipt with charges for $16 gas and a $75 fee - back to laura

13) laura agrees that I shouldn't be charged for gas (apparently she can only handle fuel issues) and can't determine what the $75 fee is for. I say if you don't know what the charge is for then it should be removed - apparently budget can't do this. laura promises to call me later that day with a resolution.

14) Saturday comes; still no phone call and I am in the LA airport waiting for my flight home; figure I will call budget - Vegas.

15) make a new friend - Angela; who takes notes and promises to call back on Monday with a resolution

16) Monday comes and suprisingly Angela calls me; very sorry etc. Gives me a $50 credit and a 1 day rental. Unacceptable. Called customer service, spoke to a manager who tried to cut me off halfway thru this story, but I insisted he hear the whole thing. He said my $50 credit was a great offer & wouldn't budge and I said it is service like this that makes budget the #4 company in a 3 company market

With just a little effort at customer service most of this could have been averted. Instead they have lost a customer who rents about 10 cars per year with various companies

Wow sounds like you got screwed all the way around. If you still don't get satisfaction contest it with your CC company. 50 credit for a 75 mystery charge a great offer I think not.

I wasn't clear, they removed the $75 charge as well as giving me a $50 credit. I still think they could have done better.

I will dispute the charge just to get a small matter of revenge by holding up payment

Wow.Not a good way to start a Vegas vacation.What ever happened to customer satisfaction.

Sounds awful hoops.
I've rented from most 'em & had my best deals with Budget.
Guess I was lucky? lol
Lately my Budget prices were higher, so rented from Payless & EZ in the interim.
Both had their issues. Payless makes getting your contract an adventure, and you need 3 LINEs
to complete your transaction & leave the Lot.

EZ had the shortest line, each time I'm there, so decided to give them a shot last week.
Getting the contract line was short, but I couldn't get the boothling to stop "educating me" on
the Nev. Loss use law, and basically trying to get me to pay for the loss use, yada yada.
I said Noooooooo.

Upon returning the car.......NO cars ahead of me, but Nobody to check me in!
Had to go wait in another line to Return my car. Wasn't so.........EZ.

I had to wait about 1 hour last time I rented at Budget (Sept or Oct I think). When I started complaining they advised management changed and that every car had to be requested manually on their hand held radio because their computer inventory was messed up. I was number 4 on line and by the time I left there were about 20 people on line. Ended up with something I did not reserve but I asked for "first available".

I rent about 10 cars a year also for about 1 week each time and I am with hoops...Unless they give me a car for almost free I would not rent with Budget again.

I am with Payless this Wednesday, wish me luck.

V

I am still waiting for my free rental coupon; which may never arrive.

I usually rent from Hertz and National. The cars are newer and the service is faster; although the rates are higher. I have also noticed on my last 2 budget rentals that they have a wide range of cars in their rental classes, so while they imply the cars are large when you make the reservationr they switch you into a smaller car using their "or similiar" clause in the agreement.

Am I understanding correctly, they refunded the mystery $75 charge and offered you a $50 credit and 1 day complimentary rental for your troubles?

That is correct. Considering that I spent 4 hours in their terminal as well as driving to and from their terminal that works out to $12 per hour.

Consider this - after leaving vegas I went skiing in Utah and stayed in a Hilton using honors points. Due to technical difficulties I couldn't access my room with my key for 2 days. They had to send a bellman whenever I went to the room (the hotel was sold out so I couldn't switch). I received half my points back, a bottle of wine and a free meal. American damaged my luggage and I received a new bag within 72 hours.

My coupon finally arrived (after almost 2 weeks) and even though it was promised that it would be good for ANY budget location, it is only good for Vegas. I am not planning on going back until next year

hoops2 - sounds like you had a bummer of a trip.