Complaint Review: Budget

My daughter reserved a truck from Budget Truck for May 31, 2009. She asked for a refrigerator dolly and was promised one.

She was told to pick up the truck by 7:30 am on Saturday. We arrived at 7:45 and was told we'd have to wait for 10 minutes as they didn't open until 8:00am. We were told that they closed at 2:00 pm on Saturdays. We could return the truck Sunday or Monday.

We asked about the dolly and stated they did not have one and never guaranteed a dolly. Although they gave my daughter the distinct impression
there would be a dolly.

As a result of not having a dolly, the move was a lot harder and took quite a
bit more time. The truck was returned to the lot Sunday afternoon.

When I returned to the Budget office on Monday, I was startled to see that
they had charged me for another day, although no one stated that there
would be an extra charge if retirned Sunday afternoon or Monday.

When I complained about the lack of a dolly, the representative who was well-trained in assertiveness told me "we never guarantee dollies". As I stated before they did promise my daughter one.

My call to Budget Truck Customer Service at 1-800-462-8343, basically
backed up the Torrance Office. I asked for a telephone number for the
Corporate office and was told they didn't have a telephone number, but gave
me the address as 4500 129th E. Ave., Tulsa Oklahoma 14134. I guess it
would be futile to talk to them.

Thanks for giving me a place to vent my frustration.

Ruth
Tehachapi, California
U.S.A.