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Video interviews are designed to showcase real customer experiences with a variety of companies. They give consumers a chance to tell their side of the story and expand upon their original complaint posted to PissedConsumer.com

August 31, 2017 Budget Rent-A-Car 7135 Gilespie Las Vegas, NV 89119 Dear Sir or Madam, Upon arriving to Las Vegas on August 15th following a four-hour flight from Florida, we went to pick up our prepaid rental car. We had reserved a Chrysler 200 or similar vehicle and prepaid the $586.50 inclusive of taxes and fees. We were informed there were no Chrysler 200s available and was offered a Kia Soul. Not wanting the Kia, the agent promptly asked if I had a Costco account. I said no, but did have a Sam's Club account. She said that would be the same and said I could thus receive a 35% discount on an upgrade. She offered both a Premium and a luxury upgrade daily rate. Obviously upset about the situation, I left the desk to speak with my wife. The agent came over to us and said her manager would allow her to take us to see the vehicles offered. We proceeded to follow her out as she continued to push the Luxury upgrade saying it was the best for the price. A lone Cadillac was prominently parked nearby. As we passed, we told the agent we were not interested in a Luxury vehicle. We were then shown two Toyota Avalons and we chose one. Though I did not agree with the upgrade, under duress I reluctantly signed for the upgrade. This brought the total cost of the two-week rental to $1,042.38. Not only was this a classic bait and switch, I could have rented the Avalon in advance and paid only $624.86. (See attached Avalon rental cost). To make matters worse, upon leaving security stopped us because the car's registration did not match the paperwork. We had to return to the counter and have the agent re-do the rental papers. She spoke to another agent saying "I see what happened", though she never informed us what the problem was. After wasting an hour of time, we finally departed only to realize later that the vehicle had a strong odor of smoke. Though the car's driver's side window had a no smoking'' sticker, a prior renter had indeed heavily smoked and Budget neglected to have the car cleaned. We had no choice at that point, other than wasting additional vacation time. A Kia Soul is NOT similar to a Chrysler 200. (See attached specification reports on both vehicles.) Due to this breach of contract by Budget-Rent-A-Car, we demand a full refund of the upgrade cost of $455.88. This was not a customer friendly experience.
I made my reservation for a car on May 3,2017. I don't recall the person I spoke to but he told me that a one way rental for the above date was to be Approx. $72.44. I told the representative that I would be returning from a cruise and would need the auto at 8:00am. He booked my reservation and told me that the auto rental is located in the cruise terminal (WRONG!). I had rented a car also through Budget at Orlando International Airport on the 20th of May and was told the return would be at the location that the Budget Shuttle for the cruise terminal is located. After the cruise, I did what the shuttle driver told me to do when he dropped me off on the day of the cruise and picked up the shuttle after departing the cruise a week later. When I approached the counter and gave the woman at the counter my confirmation number, she declared my reservation time to pick up had changed to 11:00am. I didn't authorize the change of time from my confirmation at 8:00am. Then the lady at the counter told me because I was early, she didn't have the vehicle that I was promised, a Hyundai Elantra. I told her anything comparable would be fine. She ran around and then asked people who were in line if they were returning their car. After a few minutes she told me that she could give me a Mazda CX5 for no extra charge. When she gave me the contract, there was an unexplained charge for $9.99 noted as CFC. That was NOT in the breakdown for the amount on the confirmation. In addition, she told me before she knew I had personally spoken to someone that because I booked at the wrong Budget rental location that this charge was added on. Once I told her that I didn't book online, I told her the representative who set up my reservations told me over the phone the rental office was in the terminal, She and the other counter person laughed and said there wasn't a location in the cruise terminal. She then asked me if the person I spoke to was from India. I told her he didn't have an Indian accent but rather was in the USA. That was when the story about the wrong location changed and said there was nothing she could do because the charge is "hardwired" on to each contract. She initially tells everyone the same story because my son who also picked up a car at Budget same location was told the booking address story, he didn't know if that was the case or not. Today I have tried to resolve this dispute with your customer service person "Bruno" at 1-800-404-8033 he listened to my complaint and finally told me to call 1-800-621-2844 x54. YOU CANNOT GET TO EXTENSION 54!!!! There are only 3 choices and the one I needed was #3 which if you select that number will disconnect. I tried twice- same results. My complaints are as follows: 1. Your reservations people don't know what they're doing. 2. Cannot provide auto as promised 3. Customer Service Representatives in locations are RUDE!!! 4. Hidden charges without defined reasons. Train your representatives what the charges are REALLY FOR, and let the customer know when they agree to the rental. 5. Make sure the car is checked out before rented to the customer. I didn't know until I was on the road away from the rental office that the car was a quarter tank low on fuel, and was not cleaned before renting to me. I had to pay to fuel for the last renter and my own use before returning the car. I will never use this company and will not recommend this company's location in Port Canaveral, Florida again!!!
Most helpful review
1.6
Details
Wow...just wow - Budget Rent A Car review
Wow...just wow - Budget Rent A Car review
Wow...just wow - Budget Rent A Car review
Wow...just wow - Budget Rent A Car review
Wow...just wow - Budget Rent A Car review
Wow...just wow - Budget Rent A Car review
Wow...just wow - Budget Rent A Car review
Wow...just wow - Budget Rent A Car review
Wow...just wow - Budget Rent A Car review

Update by user May 26, 2019

Pictures are of replacement vehicle.

Update by user May 26, 2019

I also forgot to mention that the replacement car I got was even filthier and looked like it had been in a wreck.

Original review posted by user May 26, 2019

I rented a car from Budget over a month ago and today received a letter completely blindsiding me with a $520 dollar...
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Review
#1543026 Review #1543026 is a subjective opinion of poster.
Service
Budget Rent A Car Ford Car Rental
Reason of review
Poor customer service
Loss
$520
Preferred solution
Full refund

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
4.0
Details
Renting a one way mini van from Texas to south Florida. I have a lot of health issues and lost everything in a hurricane so did not need a truck. I made budget aware of my limitations and that my daughter would be packing the van and we would need a dolly. At first I...
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1 comment
Anonymous
#1807620

You can get a hand truck for 30 bucks they went them for 15 to 20. Check Big Lots they had some for 20$ at one point.

Review
#1762245 Review #1762245 is a subjective opinion of poster.
Pros
  • Usually like budget
  • Cars are affordable
Reason of review
Poor customer service
Preferred solution
Rent dolly even if it must be returned before leaving state
My husband rented a car online and prepaid for thee rental to be picked up in Phoenix for the Ohio State game Dec 27 and 28--a two day rental for $180. Not too bad...except, when he got there to pick up a small pick up truck *which is al they had available" when he...
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Review
#1750450 Review #1750450 is a subjective opinion of poster.
Pros
  • Access to airport
Cons
  • Never agian
  • Did not receive car that we prepaid for
Reason of review
Pricing issue
Loss
$564
Preferred solution
Price reduction

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
1.0
Details
We were to rent a car at Budget for yesterday and today (december 27 and 28) and arrived at the Phoenix rental center and found at least 100 people in line in front of us. We talked to people half way through the line and they had been in line for almost 2 hours and...
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Review
#1745271 Review #1745271 is a subjective opinion of poster.
Service
Budget Rent A Car Customer Care
Pros
  • Usually like budget
Cons
  • Lack of customer service
Reason of review
Poor customer service
Preferred solution
Plan ahead and never let this happen again.....such poor service

You charged me 2 times on my card | Budget Rent A Car review from Roselle, Illinois

They changed my card 2 times for 60 and That's not right at all and I got the paperwork for its
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Review
#1737974 Review #1737974 is a subjective opinion of poster.

Rent somewhere else | Budget Rent A Car review from Commerce Township, Michigan

1.0
Details
When I arrived in Philadelphia, I waited for over 40 minutes at Stand #9 (Rental Car Shuttles) with 6 other people waiting for a Budget shuttle. After 45 minutes, we waived down a Hertz shuttle and the driver was kind enough to drive us to Budget. When I returned the car this morning, we waited about 30 minutes and no Budget shuttle. We walked over to the Avis counter to take their bus to the airport gates. Your people at the counter blamed it on the shuttle bus union. Blaming doesn't solve anything. I won't rent from Budget again!
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Review
#1731743 Review #1731743 is a subjective opinion of poster.
Service
Budget Rent A Car Car Rental

Do not rent here | Budget Rent A Car review

1.0
Details
They told me one rate over the phone, and charged me a different fee after
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Review
#1729168 Review #1729168 is a subjective opinion of poster.
Cons
  • Timing for refund
  • Being decieved
  • Customer service
Reason of review
Poor customer service
Preferred solution
Full refund
Tags
  • Misinformed Agents
I went online and reserve a vehicle through you guys about 10 to 14 days in advance and a day of that I was supposed to pick up the vehicle I received an email three hours before it it’s time for me to pick up my vehicle that the location has been changed so I wasn’t...
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Review
#1721833 Review #1721833 is a subjective opinion of poster.
Service
Budget Rent A Car Car Rental Booking
Reason of review
Missed trip
Loss
$2
Preferred solution
Let the company propose a solution

Customer No Service Budget Rent A Car

1.0
Details
I'm sorry to say but YOU ARE THE FOOL Sir! Im not whining. I'm stating the facts as they happened! You are right...I didn't read the itsy bitsy small print before driving off at 3:00 a.m. If Budget Rent a Car had any business sense and gave one iota about their customers...they would have tried make good from a bad situation.There are a lot of car rental company's to choose from.. Budget Rent A Car won't be one that I will ever to patronize It is of no interest or concern to me anymore how they choose to handle their customers. I do an extensive amount of traveling and I use rented cars. I'm going to chalk this up as a bad experience with Customer No Service Budget Rent A Car.
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Review
#1720155 Review #1720155 is a subjective opinion of poster.
Service
Budget Rent A Car Car Rental

Locked key in car | Budget Rent A Car review from Indianapolis, Indiana

5.0
Details
So excited to report that the customer service representative was amazing. She calmly walked me through the information she needed to get someone out to help.
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Review
#1718345 Review #1718345 is a subjective opinion of poster.
Service
Budget Rent A Car Customer Care
Reason of review
Good customer service

Contact Budget Rent A Car Customer Service

Website:
Mailing Address:
6 Sylvan Way
Parsippany, NJ 07054
USA
Phone:
(800) 268-8991
All Budget Rent A Car Contacts

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Latest Question

Budget Rent A Car Questions
1.0
Details
I rented a car out of Fairless Hills, PA. This rental was for work related meetings in PA and NJ, and was needed for three days. After driving over 800 miles and returning it to the Lodi, NJ site, I was informed by the representative there that I was lucky I didn't get...
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Review
#1711408 Review #1711408 is a subjective opinion of poster.
Service
Budget Rent A Car Car Rental
Cons
  • Safety - not inspected vehicle or registered
  • Bait and switch deceptive
Reason of review
Safety
Loss
$269
Preferred solution
Full refund