Friends - DO NOT rent from Budget
Truck Rentals. I have never had a more difficult moving experience and it was
all due to the continued incompetence I dealt with at 3 different locations,
including their office.
The truck I reserved was 2 hours
late. There was no call to tell me the truck would not be there, though they
knew I had reserved it. I had movers waiting at my place that I was paying to
do nothing and their time was running out. When the truck finally arrived, it
was missing a passenger wiper blade (how does that even happen?) and the hand
truck I PAID for. I ended up having to load about 1/3 of my stuff myself
because the movers were short on time due to the late arrival of the truck.it was missing a passenger wiper blade (how
does that even happen?) and the hand truck I PAID for. I ended up having to
load about 1/3 of my stuff myself because the movers were short on time due to
the late arrival of the truck.it was missing a
passenger wiper blade (how does that even happen?) and the hand truck I PAID
for. I ended up having to load about 1/3 of my stuff myself because the movers
were short on time due to the late arrival of the truck.
When I returned to put my car on the
tow cart, which took another hour and a half because on a Saturday, there are
only two people working at the Covina, CA location. One doesn't even answer the
phone, and the other apparently does everything. Now, I am 3 1/2 hours late
getting on the road. I know when I get to the drop off location, they will be
closed so I call then and there is no answer, during business hours. I called
customer service to see if anyone else is open later. They called the location
and confirmed they would be closed but couldn't be bothered to find another
solution.
At the drop off the next day, they
don't tell you not to pull the truck in because they are scared of being liable
for anything happening during unloading the car so I had to BACK OUT a 16 foot
truck with a car carrier onto the street, where traffic is, to unload the car.
They person they sent to help me, had no idea how to unhook it.
When I get
inside, I am waiting for the hand truck refund, which they can't do because it
is out of state, the two people behind the counter are complaining about other
customers right in front of me. Very professional. To get my hand truck refund,
they told me I need to call the corporate office customer service back.
I called Customer Service and
reached someone that I had to tell 4 TIMES I wanted to speak to a manager.
When
he finally transferred me, I let the phone ring 20 times and got no answer. I
called back. Got another person that I had to tell 3 times I wanted to speak to
a manager. Again I was transferred and the phone rang 20 times with no answer.
Is this an acceptable service level
in 2015? Everything was lined up and timed perfectly until Budget fell short
and fell short again and then you can't even reach them to take responsibility
or even get the refund for the hand truck I never received.
So, my friends and all the musicians
I know that perform and travel and rent trucks, I suggest you rent them from
someone that is not Budget Truck Rental.When I returned to put my car on the tow cart, that took another hour and
a half because on a Saturday, there are only two people working at the Covina,
CA location. One doesn't even answer the phone, and the other apparently does
everything. Now, I am 3 1/2 hours late getting on the road. I know when I get
to the drop off location, they will be closed so I call then and there is no
answer, during business hours. I called customer service to see if anyone else
is open later. They called the location and confirmed they would be closed but
couldn't be bothered to find another solution.
When I
returned to put my car on the tow cart, that took another hour and a half
because on a Saturday, there are only two people working at the Covina, CA
location. One doesn't even answer the phone, and the other apparently does
everything. Now, I am 3 1/2 hours late getting on the road. I know when I get
to the drop off location, they will be closed so I call then and there is no
answer, during business hours. I called customer service to see if anyone else
is open later. They called the location and confirmed they would be closed but
couldn't be bothered to find another solution.
At the
drop off the next day, they don't tell you not to pull the truck in because
they are scared of being liable for anything happening during unloading the car
so I had to BACK OUT a 16 foot truck with a car carrier onto the street, where
traffic is, to unload the car. They person they sent to help me, had no idea
how to unhook it. When I get inside, I am waiting for the hand truck refund,
which they can't do because it is out of state, the two people behind the
counter are complaining about other customers right in front of me. Very
professional. To get my hand truck refund, they told me I need to call the
corporate office customer service back.
I called
Customer Service and reached someone that I had to tell 4 TIMES I wanted to
speak to a manager. When he finally transferred me, I let the phone ring 20
times and got no answer. I called back. Got another person that I had to tell 3
times I wanted to speak to a manager. Again I was transferred and the phone
rang 20 times with no answer.
Is this an
acceptable service level in 2015? Everything was lined up and timed perfectly
until Budget fell short and fell short again and then you can't even reach them
to take responsibility or even get the refund for the hand truck I never
received.
So, my
friends and all the musicians I know that perform and travel and rent trucks, I
suggest you rent them from someone that is not Budget Truck Rental.
load about
1/3 of my stuff myself because the movers were short on time due to the late
arrival of the truck.When I returned
to put my car on the tow cart, that took another hour and a half because on a
Saturday, there are only two people working at the Covina, CA location. One
doesn't even answer the phone, and the other apparently does everything. Now, I
am 3 1/2 hours late getting on the road. I know when I get to the drop off
location, they will be closed so I call then and there is no answer, during
business hours. I called customer service to see if anyone else is open later.
They called the location and confirmed they would be closed but couldn't be
bothered to find another solution.
Initially, I sent a copy of the text about, minus the plea to friends since I was writing directly to them,. This is their initial response:
ReplyDeleteDear Scott ,
Thank you for contacting Budget Truck Customer Service. I apologize for the inconveniences encounter
Thank you
Jose 33823
Somehow, it was cut out of the text that they offered to refund he cost of the hand truck I never received. That's it. Nothing but an apology. Was THIS supposed to satisfy me?
ReplyDeleteMe response:
Jose,
That is all you are going to do? Only refund me for the hand truck I didn't receive? You aren't going to compensate me for any of the inconvenience are terrible service I received? How about the fact I had to move a good portion of my own things when I was paying someone to do that? How about the treatment I received at your locations and offices?
You HAVE to refund the hand truck fee. It was a charge for a service that was never provided. The rest should be returned because of what I had to endure at the hand of your company.
Scott
This was the new offer:
ReplyDeleteDear Scott ,
Thank you for contacting Budget Truck Customer Service. I can really appreciate the request but unfortunately the option is not available . But here what I can do in addition to the HT $22 I can do an amount of $50 to be issue as a courtesy . Please let me know
Thank You
Jose 33823
My response:
ReplyDeleteDear Jose,
I would imagine the refund for the missing hand truck is in process. As for stating the option to refund me is not available, that is not correct. Any company that charges a customer for a service can reverse or refund the charge. it may not be available to you at your level but there are people in your company that can sign off on it. if you are unable to help me, please pass this up the chain to someone who can, which should have happened in the first place after reading the severity of your company's actions.
Please let me know whom I should be expecting to hear from.
Thank you,
Scott
Budget Car Rentals, via Twitter, was the one that gave me this contact address of:
ReplyDeleteBTR-CustomerService@avisbudget.com
Please feel free to leave your comments here, or feel free to send them directly to Budget.
Newest response:
ReplyDeleteDear Scott Haskin,
Thank you for your response to Budget Truck.
I am sorry again for any inconveniences and confusion. I do show that the previous response to you had offered you 50.00 for the inconveniences for the delays on top of the 22.00. We are waiting to start that 50.00 once you accept that. The 22.00 has been started for you already.
Sincerely,
Cristy
And my response, baffled they still do not take any responsibility:
ReplyDeleteHello Cristy,
Thank you for contacting me and and letting me know the hand truck fee refund is in place.
I think I was pretty clear that the $50.00 "courtesy" fee was insulting at best. Because of the massive amount of issues and terrible treatment I continue to endure at your company's hand, I expect nothing short of a full refund. The longer it takes to get to that point, the more it costs you in time dealing with taking responsibility for your company's actions. If you are not the person that can approve that, I suggest you escalate the situation to someone who can.
Let's be clear, there was no confusion and if you truly were sorry, you would stop saying you are sorry and issue a refund.
You are more than welcome to follow the responses as I am posting them all here, among other social media sites:
http://www.scotthaskin.blogspot.com/2015/04/budget-truck-rentals-worst-service-ive.html
Scott
Dear Scott Haskin,
ReplyDeleteThank you for your response.
I would only be able to look at giving a full refund if you were not able to use the truck and vehicle tow to get your move completed. We understand there were inconveniences with the rental and we are making an offer to you for that. We will not be refunding a full rental for this as you did use the truck and towing equipment and you did complete your 280 mile move. The 50.00 our offer.
Sincerely,
Cristy
Hello Cristy,
ReplyDeleteYou would have been absolutely correct and that was actually the same line of thinking I had when I first tried to reach someone in customer service, before being treated rudely and being sent to numbers where there is no answer multiple times, and having to go back and forth with people to make this right. Now, however, I absolutely expect nothing less than a full refund and I think I am being more than reasonable at this point. I'm not even adding a "courtesy" charge.
The fact is very simple, this wasn't just a mistake or two, this was a series of gross mistakes made on behalf of your company. As of this point, I have already had over 300 people contact me stating that because I made them aware, they will not be using yours services. I don't know what your average move costs but let's say $150.00 per move. So, even at 300 potential customers, that would be $45,000.00 that not only are you not going to get but will end up in your competitors pockets and I haven't even scratched the surface of my reach and all I am asking for is to be properly compensated for the amount of things your company did wrong that cost me. If you think $50 even comes close, you are mistaken.
So, in trying to save $450, you have already lost a potential average of $45,000.00. Once again, I suggest that if you are not able to rectify this to my satisfaction, I suggest you get this to someone who can and my patience is wearing thin.
Scott
Dear Scott Haskin,
ReplyDeleteAfter further review by upper management the offer stands as $50. You have until 05-07-2015 by 5:00 PM CST to accept this offer otherwise the offer will be forbidden and your case will be closed with no compensation.
Kind Regards,
Daniel T.
Agent 31267
Budget Truck Customer Service Team
Hello Daniel,
ReplyDeleteThank you for getting back to me.
Considering you are an agent, I see I am still not dealing with the right people. I am more than disappointed to see this issue is not being taken with more serious regard nor is your company willing to take any real responsibility. $50 doesn't even cover having to move my own things when paying someone else to do it let alone anything else so your offer is rejected.
Since your company refuses to take any responsibility, we'll let the public decide. It is funny to think of the $59 I "Saved" on your multi state moving special. I wonder what saving $450 is going to cost you.
Let's say of the people I just reached, only 100,000 of them choose to never do business with you. Again, using the $150 average move model, that would be a loss of a potential $15,000,000 revenue.
What is most important is that you do not care about your customer. You do not care about being professional and taking responsibility or being decent human beings. It is 2015 and Budget has been in business long enough to have a high standard set and followed. If you aren't going to step up, you should step off the playing field and let companies that provide real service take over.
WORST SERVICE EVER #noresponsibility! http://www.scotthaskin.blogspot.com/2015/04/budget-truck-rentals-worst-service-ive.html
@budgetcar @NBCNews @ABC7 @abcnews @ABCNews24 @AvisCarRentals @CBSNews @CBSLA @ABC7 @ABC @FoxNews @foxandfriends @60Minutes @ABC2020 @google @YahooNews @bing @BBBNE_SD_KS_IA @BBBTriCounties @BetterBizExpert @BetterBusinessJ #boycott #share #SpreadTheWord #worstservice #BadBusinessIdea #unacceptable
Scott