Budget Car and Truck Rental

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards, [redacted] Again your rental agent did not disclose this information to us as he was too busy on his cell phone talking to whomever they were talking and/or texting They did not disclose this information or provide us with a 'rental jacket' we were only given a receipt I am still awaiting the first credit from Budget that Maria advised me she was going to credit back to my account as I was charged for additional days, she mentioned crediting me with one and that has not shown up in my account however there is still $and change being held on my account by BudgetI guess this matter is going to taken a bit further since Budget seems to be ok with stealing money from customers accounts

I spoke to the renting agent again, and I was assured the renter was informed of the drop box policyThe policy is clearly stated on the insert enclosed in the rental jacketWe apologize for any misunderstanding

Good Morning!thanks for e-mailIt appears the customer kept the vehicle for day and hour which lead into the 2nd day chargeI will go ahead and remove this hour and make her new total $This change should reflect in the next 3-business days.Regards,Sean [redacted]

Ms*** called this am regarding her chargesMaria returned her call, and did leave her a messageMs*** called Maria backThe drop box policy was explained and she was advised of the above flier inside all rental jacketsMaria issued her a credit of $as we
didn't close her contract until Monday afternoon, and she stated she returned Sunday She began to swear and scream and Maria asked her to please watch her language; she didn't and Maria advised her to have a nice day and ended the callBefore she spoke to Maria the policy was explained to her by the location. Renters can return to our *** Sthr location to avoid additional billing and responsibilityMs*** was billed accurately

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
"The agent working the counter when Mr*** came is a new employeeWhen I spoke to him he told me he wasn't able to find Mr***'s reservationI apologize for any inconvenience Mr*** hadIt is our practice to offer complimentary upgrades when we do not have the vehicle reserved by the customer; the agent working has been told hisBudget of Buffalo is an Independent Licensee and isn't part of the Avis/Budget groupWe would never send a customer to them with the intent to charge them a higher rate
Mr*** can email his final *** bill to ***@budgetbuffalo.com and we will pay any difference between the reserved rate vs the charged rates (time and mileage) for the same day periodHis confirmed rate for time an mileage with Budget for days was $He will need to provide us with his current mailing address, and closed *** rental contract."
First: The agent did not have trouble finding my reservationHe didn't even bother to look for itHe simply told me that the only class car he had available was an SUV and if I was not willing to pay the full SUV price for my week reservation then he was not obligated to give me an SUV for the economy car price quoted on my reservation and he didn't know why Expedia would have given me a confirmed reservation for an economy car if they didn't have any economy cars availableThe manager's statement that the agent could not find my reservation is simply an excuse to shift blame from the agent and this Budget franchise for the callous way he treated me that nightNo mention was made as to why a manager was not contacted at the time despite my requests to the agent for a manager
Second: Compensating me for the difference in the rental price from *** and the price on my confirmed Budget reservation does not compensate me for the time lost waiting in line at the Budget counter late at night with hrs of driving that I still had to do to get to my final destination and the emotional distress that this caused me not knowing if I was even going to be able to find an affordable economy car late at night on the Fourth of July
third: the fact that the agent was new does not absolve Budget from any responsibility for what happenedThey need to better train their agents and have managers available on request for any issues that can not be resolved by the agent
While they can re-think what the true value of my compensation should be, I would say paying for the full value of my *** rental for the same days on my confirmed Budget reservation might show me that they are truly sorry about this eventHowever, because of the managers attempt to shift blame from the agent and Budget by stating that he was new and could not find my reservation has strengthened my resolve and no amount of compensation is going to dissuade me from insisting that my complaint is published on the Revdex.com site so that consumers traveling through BUF airport know that this has happened and that any time they are at fault they will use the excuse that the agent is new or that they couldn't find a reservation
This was an EXTORTION attempt by Budget BUF to get me to rent a higher priced vehicle late at night on the fourth of July
Regards,
*** ***

I was dealing with the Budget Car Rental at the Buffalo/Niagara International Airport

In responds to claim # ***The concern outlined in his letter was easily resolved and to *** ***’s satisfaction I have attached a copy of the most recent invoice from 9-11-signed by Mr*** for the satisfactory
completion of services ordered. For several years Bryan & Suns has been providing service to the homeowner, *** ***She was a faithful and satisfied customer over the yearsIn fact, she kept an ongoing maintenance plan with us and she and her son *** had purchased a new furnace at one point from usAccording to my records and recollection, we had had no dissatisfaction with either of them at any point in our service history. When our staff attempted to contact Mrs*** *** for her fall visit, we discovered her situation had changed and we would now need to work with her son *** to arrange the fall tune- up A tuwas scheduled with *** but he later decided the time frame was not convenient for him, so he called back to reschedule at first and then finally asked if we could refund the agreementThe agreement purchased on 4/1/does have transfer and cancelation/refund details listed on it and nearly half a year has gone by, costs were incurred by us and the hour time window for refund had expiredThe staff tried to resolve this with him to the best of their abilitiesOur staff member told *** she would refer this to the the manager and she did that very same day on 9/10/at 2:06pm via an e-mailAfter returning to the office and reviewing the records, I personally called *** *** that same day and left a message since he did not answer. The next morning Mr*** called me backI reviewed a few options to resolve this issue when these situations occurIt was easily resolved and Mr*** met us at the house, completed the two tune-ups included as benefits of our program to his satisfaction Mr*** kept the maintenance agreement for the time being as he tries to sell the house and asked me for a reminder when it expires in case he wishes to renew it Our staff works very hard and is equipped to handle most situations as they arise but sometimes it needs to be referred to a managerHad I been in the office at that very moment the call came in or if Mr*** would have answered his phone later that day, this would have been resolved on the spotHowever, now that it was resolved we hope all parties see how committed Bryan & Suns is to customer satisfactionIt was always a pleasure working for Mrs*** and we wish her the very best in her new location. Sincerely, *** ***Vice President

The agent working the counter when Mr*** came is a new employeeWhen I spoke to him he told me he wasn't able to find Mr***'s reservation. I apologize for any inconvenience Mr. *** had. It is our practice to offer complimentary upgrades when we do not have the
vehicle reserved by the customer; the agent working has been told hisBudget of Buffalo is an Independent Licensee and isn't part of the Avis/Budget groupWe would never send a customer to them with the intent to charge them a higher rateMr*** can email his final Avis bill to ***@budgetbuffalo.com and we will pay any difference between the reserved rate vs the charged rates (time and mileage) for the same day periodHis confirmed rate for time an mileage with Budget for days was $He will need to provide us with his current mailing address, and closed *** rental contract

Thank you for your e-mailWe did investigate this matter and our records indicate we were able to get the customer into a larger passenger van around 6:P.MWe apologize for the wait of about an hour that occurred during this rentalHis total charges came to $Please let me know if there
is anything I can assist with
Regards,Sean C

Consumer states that the company resolved the complaint

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,[redacted] Again your rental agent did not disclose this information to us as he was too busy on his cell phone talking to whomever they were talking and/or texting.  They did not disclose this information or provide us with a 'rental jacket' we were only given a receipt.  I am still awaiting the first credit from Budget that Maria advised me she was going to credit back to my account as I was charged for 2 additional days, she mentioned crediting me with one and that has not shown up in my account however there is still $75 and change being held on my account by Budget. I guess this matter is going to taken a bit further since Budget seems to be ok with stealing money from customers accounts.

I spoke to the renting agent again, and I was assured the renter was informed of the drop box policy. The policy is clearly stated on the insert enclosed in the rental jacket. We apologize for any misunderstanding.

Good Morning!Thank you very much for letting Budget know about this situation. Unfortunately Budget's policy is a 20 minute grace period followed by an hourly/daily rate. At this time we cannot remove the charge!Kind Regards,Sean [redacted]

Good Morning!thanks for e-mail. It appears the customer kept the vehicle for 1 day and 1 hour which lead into the 2nd day charge. I will go ahead and remove this hour and make her new total $89.01. This change should reflect in the next 3-5 business days.Regards,Sean [redacted]