ED Magedson – Founder
Avis Budget Car Rental, LLCJFK Airport Internet United States of America
To make it easy, Here is a copy of the complaint letter I wrote to Budget:
I made an online reservation for an economy car at the JFK location. My reservation states a Hyundai Accent or Similar, a five passenger vehicle. When I arrived I was given a Smart Car, clearly not the same car class. A Smart Car is in no way similar to a Hyundai Accent as there is not even a back seat in this vehicle. I have two children that I need to transport and they cannot fit into a Smart Car, but would fit into a Hyundai Accent or similar. Another customer in line behind me also reserved an economy vehicle and refused to take the Smart Car for the same reason. When I brought this to the attention of the rental counter agent, I was referred to her manager. The manager, explained to me that the Smart Car is listed in the economy category and I could not be given anything else without paying a higher rate. When I complained about being charged extra, and not being notified that I could possibly be given a Smart Car, she was extremely rude and responded to me by stating I just work here! How does that statement help in resolving a customers concern? Instead of attempting to resolve my issue to the best of her abilities, the manager continued to go back and forth with me and escalate the situation. I ended up having to pay a higher rate and additional fees for a 2-door Chevy Cobalt. I inquired about this at another location and was told by a different agent that the 2-door Chevy Cobalt is an economy car and I should not have been charged a higher rate! If the Smart Car is an option in the economy class, this should be disclosed prior to making a reservation. Renting the Smart Car as similar to a Hyundai Accent is a misrepresentation and a scheme to force customers to upgrade!
This is not the first time I have had an issue with a counter agent. At this same location, where I rent frequently, the representatives are very often rude, condescending and almost never explain the details of the rental agreement prior to you leaving the counter. On one occasion I was charged for LDW despite the fact that I specifically told the agent I did not want it. However, because the agent, was on a personal phone call during the entire transaction, she did not pay attention and did not even state that she added the LDW. Fortunately for me, I noticed it within the 24 hour time frame and it was removed the next day (with much resistance from the next counter agent). In addition, the phone representatives are not much better with customer service. I returned a car this morning, prior to picking up the vehicle I currently have an issue with. I later realized that I left an item in the car I returned. When I tried to call the JFK rental counter there was no answer and I was transferred to a call center. The call center representative advised me to call again, I did and the same thing happened. This time the call center rep advised me to call EVERY FIVE MINUTES until someone answered!! OUTRAGEOUS! Why is it that the call center representatives cannot contact the rental counter when there is no phone being answered? When I asked for a supervisor I was told that no one was available to help me. Seven hours later I have still been unable to reach anyone at the counter and I can only hope that the item I left in the car was found and handed in. This is absolutely absurd!
I am a frequent renter from Budget. If the additional charges I have to pay for this rental cannot be reversed, not only will I report this to the Better Business Bureau, but this will be my last transaction with Budget. Additionally, I will be sure to spread the word on the service I have received. I began renting with this company because of the lower rates, but I will pay more for better service and a more pleasurable rental experience. Other rental car companies go out of their way to please customers; it seems that Budget goes out of their way to aggravate customers! SHAMEFUL!
This report was posted on Ripoff Report on 01/20/2010 02:42 PM and is a permanent record located here: http://www.ripoffreport.com/r/Avis-Budget-Car-Rental-LLC/internet/Avis-Budget-Car-Rental-LLC-Budget-Truck-Rental-Horrible-Customer-Service-Thieves-Inter-557451. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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