My wife and I have rented from Budget often. They seem to have competitive rates. However, we have been surprised to find, on at least 3 occasions (Oakland, CA, and twice in the DC area), that the online estimates they quote are different than what you actually pay. Here's the low-down:
1) Budget charged us more when we were actually at the counter picking up the car. Even though I gave them my confirmation/reservation number on each occasion, they would claim that they don't have access to the online quote I was given. They would then ask me for a printout of the estimate, which is absurd since they are the ones who are suppose to have the information in their computer system.
2) Budget, as I found out, keeps its rates competitive with other companies by NOT telling you about hidden charges, such as concession fees you pay at the airport. And this despite the fact that the company knows plain well who is renting from an airport location.
3) On the most recent rental from Budget, I returned the car a full day earlier than the return date on my reservation, BUT actually paid MORE than the online quote I was given.
4) When I contacted Budget about the matter, I was a) told there was a change in the online system that MAY have affected the quote (even though this has been happening now for at least a couple of years), b) given a $25 voucher on a future Budget rental, c) informed me that it was my fault for not understanding the contract (absurdly, even after the rep Elle Wood admitted there was a supposed "glitch" in the reservation system, and issued the voucher), and d) given dishonest replies about the correctness of the amount I paid BASED ON MORE WRONG FIGURES.
5) Finally, I was told by a customer care supervisor, Mr Gregory Stevenson, "Due to numerous surcharges, airport fees etc. We unfortunately are limited to how much detail we can provide in our quote." This is simply an EXCUSE for baiting customers with the wrong information and the wrong quote. It is a DISHONEST way to do business and it should be stopped.
6) A final note: on numerous occasions I have found customer service at the Budget counter to be slow, unprofessional, and even discriminatory. Recourse to Budget's customer service support has been anything but satisfactory and helpful.
Don't let Budget overcharge you based on wrong estimates, and then try to cover up for the mistake with more excuses and more wrong figures.
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