Complaint Review: Budget Truck Rental

Okay, this report is after three phone calls to Budget Truck Rental customer service. I reserved a 12' moving truck online. during the process, there did not appear to be any way to unslect the insurance (I was given three options and all three were an insurance package) or an option for "no insurance". I was assured by Budget Truck Rental that I would be able to decline the insurance when I picked up the rental truck. When we arrived to pick up the vehicle...we waited almost 45 minutes for the gentleman to finish doing his "ice compnay" business before we were helped. During the process we were told that they did not have a 12' truck (something that an employee had previously verified) and that we would be given a "16' truck at no additional charge!"During this process, when the insurance question arose, I indicated that I did not wish to carry the insurance since I was only going a few hundred miles the approx. $100 wasn't cost effective given the probability of an incident.* The gentleman went through out paperwork...having me intial in places and informing me of additional charges for this...and additional charges for that...blah blah blah. We went outside to inspect the truck...I was concerned about the additional fuel charges due to the larger size of the truck and the agent assured me that it would only be an additional $20 or so. WRONG!** Due to already being about an hour behind schedule...I put my trust in this agent, intialed and went on my way.

The inside of this truck was filthy. There was a thick coating of dust all over the cab of this vehicle. It took 3-4 Clorox wipes to clean the seats, doors and dash. The air conditioning was so full of dust that we could not utilize the air conditioning due to dust being blown into our face. The truck was mechanically sound, I will give Budget Truck Rental that much. We had no problems, nor concerns about the vehicle breaking down or having any mechanical problems/issues. It was during the pick up proces that the agent indicated there were additional charges for rental vehicles that were left in the wrong location. Knowing that the drop-off location was only open until 2pm on Saturday (we planned on returing Saturday evening) and that the location was closed on Sunday, I tried to contact the location all say on Saturday. I was met, each time, with a voicemail recording. With issues mounting up, I decided to give Budget Truck Rental customer service a call to relay my dissatisfaction with the service that I had received. As I reviewed the contract (the only copy was in the envelope that I was to leave in the truck upon return...none in the envelope for me) I noticed that the pick up location agent had in fact charged me for insurance ($92.97)...I was livid. I relayed all my above concerns to the customer service agent...who simply told me that he could do nothing...I was to return the truck to the location and give the location a call on Monday to discuss these issues. This response was unacceptable to me and I asked to speak with a supervisor. I was basically told that it would do me no good..."transferred"...and listed to a ring for approximately 3-4 minutes. I hung up and called back. The 2nd customer service agent explained that they would assist me, but could not do anything because the rental was still "open" and it had to be "closed" before they could assist.

Today (10/19/16) I contacted Budget Truck Rental customer service again. The young man that I spoke with indicated that he would provide me with a $25 credit for the filthy truck inside, a $29 credit for the additional fuel charges (are you kidding me? $29? WOW! This is 2016, fuel is over $2/gallon, it's not 1950! I spent nearly double for fuel because of that larger "16' truck at no additional charge"!) and that they would do nothing about the insurance situation. When I pushed back, indicating that I felt that the agent was fraudulent and that I would like to speak with a supervisor...this customer service agent indicated that I should have notifed them on the date of the rental or before I returned the truck. Really? Like I did on Saturday...when I noticed the charge? He also indicated that I should provide them with verification that I had insurance coverage on a rental vehicle from a commercial insurance agent and submit to them and they would review whether to refund my $92.97 or not. Huh? The last time I checked...if you elect the insurance, and an accident happens you are covered by that insurance...if you decline, and an accident happens you are personally responsible for damages that you are fault for. When I told the agent that I did not wish to have the insurance, they never asked me to prove that I had insurance on their equipment...my financial responsibility was addressed...not the presence of other insurance. I will be the first one to admit, I was personally negligent in my failure to adequately review the contract. But...given the circumstance...I was in a rushed mindset after waiting quite a while for the agent...and I never once thought that I couldn't trust the agent to document my wishes appropriately. In addition, all the paperwork that we intialed...not one section indicated that I had elected any insurance products. At least none that I can see on the contract...the one thatI had to take a picture of on my phone because only one was provided and I had to leave it in the truck upon drop off. Whatever the outcome...the bottom line is that I have reason to believe that I was deceived by Budget Truck Rental.

I have done business with U**** and P***** before for moving truck rentals and I have never had this experience. I would caution consumers to be aware of the shady business practices of some Budget Truck Rental agents...and the reluctance of the corporate customer service agents to adequately assist the customer. It has been a very bad experience (with the exception of the great mechanical condition of the equipment). In honor of this election season..I will leave you with this. You, the consumer, have a vote! Your vote is green ($$)! Your vote is your business! Don't vote for Budget Truck Rental!