May 2021 by Becka Temple
Their customer service department is awful. I never dealt directly with this store, but the only number to call re-routes you to the call center. I made a reservation for a truck 5 days prior. The guy had me spell my email address (which is my name- he already had it!) SIX TIMES as I literally went B for bravo, E for echo, C for Charlie.... he repeated it back finally correct. I had him on speakerphone and my husband heard also. He told us we could cancel for no fee as long as it’s 30 hour notice of the reservation time. I even commented that 30 hours is weird...I took down the reservation number and repeated it back. He confirmed I would be getting an email confirmation with all the details. Gave him my credit card and I was done.Before we finished he asked if I wanted to talk to their partner company who provides movers with the truck. I said yes! He transferred me. I waited on hold 48 minutes before someone picked up and hung up on me. Super cool.Because of this, I found a different moving company who had a truck. Monday I called Budget to cancel because I NEVER GOT THE EMAIL. They couldn’t find the reservation number in their system!! I was told they couldn’t help me and to try to search the website for the reservation. Seriously?? They can make reservations but not cancel?I found it on their website and canceled. I took a screenshot of the confirmation and it noted the date and time.Well guess what? The reservation was for Thursday at 3pm, I canceled Monday at 11am. I was charged $75 on my card for canceling the next day- Friday.I called and they guy refused to talk to me because even though I had a confirmation number, my name, and my credit card number...he needed to know the EXACT city I reserved the truck in!! I never got the email that told me the address... so I had to play “guess the city” until I got it right. (I live on the edge of 4 cities)He tells me that because I canceled on Wednesday, the day before the reservation, that I was responsible for the payment. Mind you, the rental was only $48, but the no show is $75?? I told him I have PROOF I canceled on Monday, and either way I canceled within 30 hours. He laughed and said “I don’t know where you got that from”.He first said there was nothing he could do. I said I will just do a chargeback on my Visa because I have proof I canceled Monday morning. He then said he would give me half back.Excuse me? Half for canceling before what he now says is a 48 hour window? No way!!I literally had to put my Karen wig on to get him to refund the $75.He said he’s only refunding me in full because I’m a valued return customer.I’ve never used Budget before.Maybe they need to train their staff and give them better lines to read? It seriously feels like the income they focus on is setting customers up to fail.Just awful.
