Update by user Dec 04, 2014
I emailed back and forth with customer service a few more times. Eventually they sent me a $25 voucher. Not exactly what i was hoping for but i guess it's better than nothing.
Original review posted by user Oct 24, 2014
Below is an email correspondence between me and their customer service. In my opinion their response was completely unsatisfactory.
I made a reservation through Costco travel for an Intermediate SUV. The
description said Ford Escape 4DR/5PSGR or similar. I needed a 4 door
because I have 2 children in car seats and did not want to deal with a 2
door. I figured that because it said 4 door it would mean 4 door,
apparently I was mistaken. When I arrived at the Budget location to pick
up my car only a 2 door jeep was available. I explained my situation to
the associate and showed him my reservation but he refused to budge. He
said for $10 more I could get the standard SUV that was there (I could
have rented the standard SUV through Costco for $37.14). I said no, that
was not in my budget. I asked what else was available and he gave me a
van (too big for my needs and not the gas mileage I was hoping for).
My husband tried speaking with him and the associate started to get
quite sarcastic saying things like, I have an SUV with a split tire,
would you like that?. I have never experienced such bad customer
service from Budget before. It was very frustrating not getting the
product I had paid for and it was upsetting being spoken to in such a
rude and condescending way. I am hoping to rent again next week from
Oct 28-29 and would like to rent through you again. Is there anything
you can do to make this situation right? On a side note while we were
there another woman came in with a reservation for an Intermediate SUV
and also did not want the Jeep as she also needed a 4 door. The same
associate that was helping us gave her the car for only $5 more.
Thank you very much for letting Budget know about your disappointing
experience. On behalf of our entire Budget team, we apologize for the
issue you had with the vehicle that we assigned to you. We understand
that this occurred at the South Jordan on 22OCT14 and your reservation
number was 00133833US0.
We fell short of your expectations and let you down. A vehicle in your
reserved car class should have been ready when you arrived at our rental
location. Although we try to maintain adequate inventory levels at all
of our Budget locations, logistical challenges occasionally occur, and
this is what happened in your situation.
We are so sorry that you were inconvenienced and appreciate you bringing
this to our attention. Please be assured a copy of your report will be
sent to the appropriate management team.
Upon review of our records we do show the reserved intermediate SUV is
listed as a 4 door. Feel free to contact customer service while at the
counter should you have any issues upon arrival 28Oct14.
Budget takes great pride in providing dependable cars and attentive
service at a great price, with no surprises. Your feedback is extremely
important because it helps us maintain our high service levels. We
appreciate your business and hope you will give us another opportunity
to meet your rental needs in the future.
Customer Service Representative
Reason of review: Not as described/ advertised.
Monetary Loss: $35.
Preferred solution: Full refund.
Budget Rent A Car Cons: Customer service, Car.