Colley Marine

Ms [redacted] was set to return at 4:43pm on 5/01/We allow an hour grace period without charging an additional day -- She actually had until 5:43pm to return the car without penaltyWe do not allow after hour rentals and we clearly state this to every customer upon opening of their rental agreement(The store closed at 6pm on Sunday May 1st) Had our store been opened for business during the hour Ms [redacted] wanted to return her car she would have been nearly two hours late and another day charge justifiedShe was not charged an extra day because she returned the following day -- She was charged the extra day for returning at 7pm (2hours after she was due, and 1hour after her grace period)Raul [redacted] attempted to explain this to Ms [redacted] but the customer became irate and did not want to speak with him so she began to ask for a manager above himRaul informed the customer that he would make me aware of the situation and that I would get back to Ms [redacted] upon review of the incidentThis upset our customer further and she threated to take the matter to our corporate office, to which Raul informed her that matters such as these are only handled locally as we are a franchise Budget locationWe take great pride in our customer service and are saddened when we hear of such complaints but we stand by the charge for the aforementioned reasonsWe're sorry that our customer seems to not understand when she was due to return her car but we have it clearly stated on her contract that is attached to this email

Again, our customer does not understand how rental contracts are calculatedMs*** informed us that she would be two hours late in returning her rental unitShe was informed that by doing so she would incur the additional days charge - rental days are calculated on 24hr periods not calendar daysShe asked how was she to return the unit if we were closed to which the CSR responded on the next business dayWhen she expressed concern of being charged another day (in addition to the day that she was already being charged for returning late) the customer service rep explained that the their wouldn't be another just the charge for not returning the car on timeMs*** was already paying for the additional day she had until 4:to return the car on the day she did and wouldn't be charged additionally -- and she wasn't

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Again like I said your rep said there would be no extra charge from what I already paid because you would be closedI made sure to get clarificacion on it since this is not my 1st rental car I do travel quite a lot for work and make sure to get everything detailedOf course you are not going to admit that because you would rather have Budget lose a customer then admit your agent provided wrong informationAre you calls recorded because I would like a tape of this call and for you to listen to it so you can see exactly what your agent told me and how there would be no chargeOn top of that this is labeled as an airport location what type of business does not have a night box for customers what if they have a very late or early flight.]
Regards,

Ms. [redacted] was set to return at 4:43pm on 5/01/2016. We allow an hour grace period without charging an additional day -- She actually had until 5:43pm to return the car without penalty. We do not allow after hour rentals and we clearly state this to every customer upon opening of their rental...

agreement. (The store closed at 6pm on Sunday May 1st) Had our store been opened for business during the hour Ms. [redacted] wanted to return her car she would have been nearly two hours late and another day charge justified. She was not charged an extra day because she returned the following day -- She was charged the extra day for returning at 7pm (2hours after she was due, and 1hour after her grace period). Raul [redacted] attempted to explain this to Ms. [redacted] but the customer became irate and did not want to speak with him so she began to ask for a manager above him. Raul informed the customer that he would make me aware of the situation and that I would get back to Ms. [redacted] upon review of the incident. This upset our customer further and she threated to take the matter to our corporate office, to which Raul informed her that matters such as these are only handled locally as we are a franchise Budget location. We take great pride in our customer service and are saddened when we hear of such complaints but we stand by the charge for the aforementioned reasons. We're sorry that our customer seems to not understand when she was due to return her car but we have it clearly stated on her contract that is attached to this email.