Complaint / review text:
I rented a vehicle from Budget online for an economy vehicle. I arrived in Baltimore to get the vehicle and waited in line for approximately 30 minutes. There were 17-19 people in line and there was one person at the counter to handle the customers. After a few minutes a second person came out to assist. Knowing that they had all the reservations coming in at this time, why would they now have more staff?
When I finally got to the counter I was herded off without a greeting, a smile, not any explanations. I got a "Sign here, initial here" conversation. I was handed a key to a Ford Focus, (the online reservation was for a Hyundai) and told to go to a certain spot to get my car. The car itself was ok, although I did wonder why I got a different vehicle. After returning the car, I saw a $74 charge on my credit card. When I inquired I was told that I had an upgrade and something called a "comfort" plan. Since I had no idea what that was, and I certainly did not ask for an upgrade, I called the company. I explained that I had not been made aware of an upgrade, nor had I asked for one. How would I know what Budget considers an economy car? A Ford Focus is an economy car to me.
Anyway the customer service rep was pleasant and related that getting the "comfort" plan is a common occurrence that is not explained and he reversed that charge. However, he would not reverse that "upgrade" which I never knew anything about. To make matters worse, I got an additional bill for app. $25 more. I had to again inquire and was told that this was a fee for the EZ pass in the car. Again I was not told anything about that by the agent. The customer service rep gave me a website to go to so that I could contest a toll, and said it was listed on #30 of the rental agreement.
I asked the customer service rep how long it would take to stand there and read the rental agreement, and she stated that "personally I feel they should tell you of the charges, but it is on the form." Again I asked how long it would take and got no response. Obviously it would take 20 to 30 minutes, including the questions that would no doubt arise. All that while there are 17-19 people in line. To make a long story short, I would not recommend anyone to ever use BUDGET. Their business is nothing but a scam to take advantage of travellers who are already going thru the stress and headaches of air travel. Frankly it amounts to theft. Never again.