On 12/28/10 I made an online reservation for a 16" truck to be picked up at the Pasadena Citgo. As per the instructions on the confirmation I tried calling the location for 5 hours. After continuous tries and only getting a recording stating that they were helping other customers to try again later I called the 800 #. I was assured that the stock stated that the truck would be available for my reservation. On 12/29/10 at 7am we went to the CITGO where our truck was reserved where we were told that budget hadn't sent her trucks in months so she doesn't answer the phone, she then sent us to a different location where they too did not have a truck, this continued for 4 hours (time I had allowed for packing) and a tank of gas until I returned home and found a "full service" location in glen burnie. I tried to call but they too did not answer the phone.
Upon arriving there were no 16" trucks available but were told to wait as there should be some coming in. A truck did arrive with less than 1/4 tank of gas. I complained at the time about our having to waste time, energy and gas to hunt for our "CONFIRMED" reservation. I was shocked and surprised yet again when I was told that the "optional" insurance was now mandatory. So our rental charge went from $105 to $165.24! Plus not only did we have to fill the tank upon return but before we even left! I argued that the insurance was only optional online and was told that if we wanted the truck we had to pay the MANDATORY insurance unless we had coverage thru our regular automobile insurance.
They called progressive insurance, our carrier, and we were told our policy did not cover damages to a 16ft commercial vehicle. I was told to contact budget's costumer service. I emailed and called the 800 #. My wife spoke w / Bobbi ext. 32843 on 1/8/10 who told her after my wife relayed the entire story that she could not discuss the issue w / her as due to privacy even if her credit card was used for the reservation w/o my permission. I spoke with Bobbi giving her permission only to have Bobbi tell my wife that there was nothing that could be done until next Monday, to call back then. Bobbi also told her that the online confirmation is only a confirmation of a rate not of an actual truck or location or time.
My wife argued that that fact was not relayed on her online confirmation and when her credit card was charged it constitutes a sales agreement. Bobbie argued that it was not. When my wife asked to speak with a supervisor Bobbi told my wife that there were only leads and that she would put in for a call back but to send another email and call back Monday! Bobbi was very rude and impolite. Seemed as if she had an answer for everything so that she would not have to address the situation. We returned the truck with a full tank of gas to Nuttle Lumber on 12/31/10 before 10am.
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