CB Vehicle Rental and Leasing Budget Rent A Car Complaints #102-121

Budget Rent A Car Reviews and Complaints

Budget Rent A Car review: IND airport - budget customer service counter complaint

Frequent Traveler 01 of Chicago, US

Feb 15, 2023 4:45 pm UTC

Verified customer

Budget Car Rental at: Indianapolis, US (IND)
Pick-up at: Indianapolis, US (IND)
Pick Up: 10:18 PM Sun Feb 5
Pick-up at:Indianapolis, US (IND)
Number of Cars:1
Return: 06:21 PM Fri Feb 10
Returning to:Indianapolis US
Status:Confirmed

I would like to express my dissatisfaction with your counter rep, Raymond, on Monday the 6th. I rented a vehicle Blk Toyota Camry. It was late in the evening and it had displayed maintenance required and needs windshield wiper fluid. Because it was so late, I decided to come back the next day after work and exchange it because I was leaving to go out of town that night. When I arrived around 4:30 pm to the fast break desk who a gentleman I don’t know his name tried to assist me. He stated that they were out of cars, and he looked to his counterpart Raymond for assistance. Raymond told him the only vehicles they have, “they cost”. The gentleman said it would probably be about an hour before more cars come and went to the back to see if they had flashing light cars come in, “I have no clue what that means”. At this time it’s me and Raymond at the counter and I asked him what was the customer service resolution to have me stand here for an hour when he/they/budget had cars on the lot to give me but wouldn’t because “they cost”. He said, “per policy, we are not allowed to”. I said to him that I’m baffled that I received a car that had maintenance issues, I want to exchange this car because I want to be safe on the road as a woman, at night, alone, with potential cars issues like breaking down. Raymond says to me as the person who represents your company that the maintenance issues aren’t their problem or responsibility. Let’s go back a week off this topic. I came in to rent a car and put my coupon code for an upgrade to a premium car on my rental reservation. I encountered Raymond when giving ma a car I asked him was my coupon code attached he said no, he then who told me “Well we're giving you an upgrade to a Toyota Forerunner use it next time. I let it go and went on my way. Back to the current issue. I said to Raymond can I give you the code you would not honor last week, would that simplify things so that I can be on my way. I'd been there 30 minutes at this point and was ready to go and get on the road. He said it doesn't work that way. By this time, I’m fed up I said can I have your name “I didn’t have his name at this time” that I was reporting this incident to Corporate. I received it later. He told me that he didn’t have to give me his name, I said OK, but little did he know it was on the contract and a friendly co worker of his gave it to me. He then left to go to the back. He later yelled from the back to a coworker “is she still out there” I said yes, I’m still out here. A different rep came in, he was African American with locs in his hair. I explain everything to him that I’m waiting for a vehicle, that you have vehicles and that I’m being treated this way and that it’s not my fault the car has issue warnings or because they cost more, or they don’t have anymore in the class I rented in. I said this is very poor customer service, Raymond is Rude, and I can’t believe he would be ok with putting cost over my safety. He Immediately put me in a SIL GMC TERR AWD Budget Car that he could have been put me in, in the very beginning, instead of wasting my time. This could have totally been avoided and prevented.

Additionally, because I frequent there so often, I would like to see the car's maintenance and detailed better because the exchanged vehicle given was dirtier than the Camry. The cars are barely clean. Lastly, as a person in the medical profession, I would have never treated or acted in the way he did that day with any patient of mines. If he is unable to conduct himself professionally, he does not need to be in a customer service position.

Raymond truly needs disciplinary action, additional training and coaching in customer service and how to handle customer resolution. I would prefer not to have to deal with him in the future because there will be a future and hope his attitude changes because I am scheduled back for business on Feb 26th with a confirmed reservation as well other future dates in March not reserved as of yet. I would like to receive decent customer service and my rentals upgrades honored when I present my coupon code or any other future complimentary upgrades with cars that are clean and maintained for my future rental for the inconvenience and poor customer service.

I have consistently been renting with your company for the past six years and did not feel like a loyal member to be treated the way I was as far to a simple exchange, and as much as I rent for my business trips. I think some sort of compensation should be given and the employee reprimanded.

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budgetcustomerservice@budgetgroup.com

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6 Sylvan Way, Parsippany, New Jersey, 07054, United States

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