I feel completely deceived and mislead by the Tucson Budget office. I rented a mini-van for my first vacation with my baby (born on the morning of September 11) to see the southwest. I ASKED AT THE TIME OF PICKUP TWO QUESTIONS: First, I wanted my husband to be able to drive also since we were renting the mini-van for 12 days (Answer: No problem). No actions were taken and his license was not looked at. Second, I wanted to confirm that I had unlimited mileage since I was planning on visiting Arizona, New Mexico, and Texas (Answer "No problem, you have unlimited mileage").
I rented the car using my Budget fastbreak number so the contract was pre-printed when I got there. He answered my two questions and asked me to initial that I declined the insurance coverage and sign for the rate which I did. He did not indicate, or bring to my attention that there would be any additional charges. I was immediately given the keys and sent on my way with estimated charges on my rental agreement of $673.29.
Upon my return of the car on Sunday (12 days later), I was told that I OWED $3043.94 because I went to Texas and there was a note in the file that I went to Texas. I presume that the agent at the counter added this note when I told him where I was going. I later found out from the Operations Manager, that the mini-van had a GPS on it and Budget knew exactly where I went, for how long, and how fast I was driving. I only drove into El Paso, TX so that we could see a tiny part of Texas. I would NOT have gone if that were a problem.
When I returned the car, the woman at the rental counter said that she had no authority to assist me in anyway other than charge me the penalty. She told me to call the Tucson Budget manager (Natalia Lozano) and explain what happened. I tried more than 8 times to reach Natalia Lozano. Finally, I spoke with her on Monday and she told me that she had no authority to assist me either because the contract is closed. She told me to call customer relations (Maria Martinez).
I tried to call Maria Martinez also more than 8 times, but I only would get a voicemail that says, "Customer Relations is not available". I do not even know if SHE ever got my message.in frustration, I sent an email to Budget fastbreak customer service for assistance. Their response was the Tucson office makes the final decision regarding their rental charges. They did contact the Tucson office and was advised that the vehicle was only authorized to be in to Arizona and there were no additional drivers listed. This information was noted on the opening agreement that was initialed. The rental office also advised the customer service department that they do stand behind their charges and no adjustment is due.
Finally, I reached the customer relations person (Maria Martinez) and she told me that she passed the case off to the Operations Manager. After 10 days, he finally was able to speak with the Tucson counter person that checked me in and the manager. Both people stated that I was told about the mileage fine if I went to Texas. First, the manager was not present at the time of rental and second; the counter person lied about telling me about the Texas fine. The Operations Manager stated that he believed his people in Tucson and therefore, he would not do anything for me.
I am very disappointed in the counter person in Tucson, Budget Rentals, and Budget customer service. I am upset that Budget finds it necessary to specifically point out the obvious and typical parts of the contract (declined insurance coverage, etc.) while omitting the geographical restrictions caveat. I am disappointed in the counterperson for not pointing it out, even when I had asked about unlimited miles and mentioned my plans to travel out of state. I am upset with Budget for having an arbitrary, costly, and inflexible policy. I am disappointed with Budget's customer service for the unreturned phone calls, slow response & inability to help.
In my frequent work related traveling over the last 6 years, I have never had a contract that restricted travel within the United States.in addition, several of my traveling business colleagues that I contacted concerning this situation have never heard of restrictions like that in Tucson either, or imagined that a rental agency would penalize a customer like Budget did.
I feel that I have been treated unfairly, and taken advantage of by Budget Car Rental. I have since cancelled my fastbreak account. As you can guess by my long comment, I am EXTREMELY UPSET and I would like some assistance. I do not feel that I should have to pay $2003 for the mileage when I was CLEARLY VERBALLY TOLD that I had unlimited mileage. But at least, I hope that others will not become victims of Budget as I have been.
Cheryl
Elgin, Illinois
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