• Report: #700254

Complaint Review: Budget Truck Rental

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  • Submitted: Sat, February 26, 2011
  • Updated: Wed, August 10, 2011

  • Reported By: Alena — eastlake Ohio U.S.A.
Budget Truck Rental
25000 Euclid ave ate 107 Euclid, Ohio United States of America

Budget Truck Rental ON TIME DELIVERY Racist! Refused to rent the truck to a white couple! Euclid, Ohio

*Author of original report: Absolutely not!

*UPDATE EX-employee responds: not racist

*Consumer Suggestion: Keep fighting

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We needed to rent a truck for our moving needs. After calling numerous companies we decided to rent a truck at Budget dealer location at the following address:

ON TIME DELIVERY

25000 EUCLID AVE STE 107 

EUCLID, OH 44117

(216) 261-7073

We did the reservation online and a few days later we decided to call and confirm that that location would have a truck at that particular date and time. The person who answered the phone, Chris, confirmed that the truck would be available but we would have to return before 1 o'clock because "you know I have many people who need that truck too, if you do not like the terms go and rent the truck somewhere else". At that moment after getting that kind of attitude I got that feeling that this experience of renting won't be the best one, so i started to look elsewhere but no other location/ company had the truck available for that particular date and time. Moving experience is always frustrating since you have to pack, clean, unpack, so I wanted to make sure that everything goes according to the plan since we were at the narrow time frames for moving out from out previous apartment. I decided to call Budget Customer Service Department at 1-800-567-6582 and see if they had any other locations that would be able to give me the truck till the end of Saturday. The lady I was speaking to asked me what happened and i told her about the attitude of that person at their Budget Dealer location. She said OK, let me call him and talk to him. A few minutes later she came back on the line and said that that person Chris gave her the same kind of attitude and she would file a complaint on my behalf and someone would call me with an alternative solution. An hour later I got a call from their Virginia office and the man told me that I would be able to keep that truck till 4pm as agreed when placing a reservation online. I was glad that everything worked out until today.

We were supposed to pick up the truck at 9am on Saturday morning. We came there at 9.30 since that location opened only at 9am and I knew that we would have to wait until they got ready to work anyway. We came there and the office was closed. We waited for an hours and then I decided to call Budget Customer Service to see what is going on. They said that there was nothing they could do since they did not where their employee Chris was and what his cell phone number was and suggested to keep on waiting. Like I've mentioned before we did not have that much time to wait and I asked them for an alternative solution. They said they would try to locate another truck for us elsewhere and would let us know within 3 hours! We had a team of movers waiting at our previous apartment since 9.30 am and we could not wait any longer. After talking to their CS manager Kathy who said that there was nothing she could do about that since i made a reservation online (I did mention that I called the location and confirmed the availability in advance) the guy Chris finally showed up. It was 10.43 am. He walked in without any apologies like no one was waiting there. Then he said "oh, I do not have that truck here, you have to go somewhere else". We started to demand to give us another size truck for the same price since we had been waiting for an hour for him and there were 4 trucks parked on the back yard but he started arguing and showing the same attitude like a few days ago over the phone. There were 3 other African-American couples waiting and he rented trucks to them and literally told us to go away. He was African-American as well, we are a white couple. This treatment can be considered as racism. I know the consumer rights and we can pursue a legal action against him based on that. What is the most terrible is that Budget CS refused to do anything about that! 

 

This report was posted on Ripoff Report on 02/26/2011 11:36 AM and is a permanent record located here: http://www.ripoffreport.com/r/Budget-Truck-Rental/Euclid-Ohio-44117/Budget-Truck-Rental-ON-TIME-DELIVERY-Racist-Refused-to-rent-the-truck-to-a-white-couple-700254. 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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REBUTTALS & REPLIES:
1Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Absolutely not!

AUTHOR: Pissed lady - (U.S.A.)

How would you address the fact that he did have a truck for 2 other couples who came right after we did? Is this a normal technique for budget dealers? You say it is not, but I doubt - complaints from people are all over the web. You dealers have the power of choosing your customers I guess.


I absolutely doubt that you are a former employee. The only thing I do not understand is why you would say all this stuff if you were a former (!) employee. Did you get fired for the similar actions? And now you are angry and mad at a customer who filed a complaint on you? Budget is absolutely full of liars!


To everyone who will read this: people, will an honest company have 516 complaints on RipOffReport? FYI, this is the only web site that does not delete any consumer complaints, otherwise we would be in the dark of unknown. I know for fact that I would not recommend budget to anyone I know and I do not. I just wish that "dealer" from ON TIME DELIVERY got fired!!! That would be absolutely fair!!!


 

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#2 UPDATE EX-employee responds

not racist

AUTHOR: Daw418 - (U.S.A.)

Im almost 100% sure they were not racist.... only color that matters to the budget dealers are GREEN!  with out a doubt i know what happened... being a dealer my self i know how it goes, heres what happened

Budget over booked that location and all the surrounding locations, because there is always a high cancellation and no show rate.  i agree they shouldnt over book because it puts you the customer in a bad bind and us the dealer in a bad position as well.. makes us look bad for what the Customer Service or internet booked.  We as dealers would love to rent to you and everyone else as well for thats how we get paid COMMISSION! so what you walked intoo was an over booked week only with so many trucks around, so being the dealer and he gets paid a commission he rents to the most expensive rentals to collect more commission and tells the cheap rentals sorry no trucks!  its wrong yes, but at the same time the dealer has to make money and feed there family as well...  its really not the dealers fault, budget should buy more equipment and quit selling perfectly good equipment for a quick buck. also the Inventory managers need to do there job by seeing who needs trucks and who doesnt and have them moved by transfer drivers ahead of time and not rely on incoming oneways that may or may not ever show up.  They need to focus more on the truck side as much as they do on the car side! thus would crack down on so many customer service complaints... oh and when reserving any truck from any company they dont guarantee u a size or time.. they just guarantee you a truck some time.. yes its deceiving but thats why small print is there.
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#3 Consumer Suggestion

Keep fighting

AUTHOR: Larry - (U.S.A.)

I used to be a Budget agent in Tucson several years ago.  None of this is normal for Budget.

If you booked a reservation online and confirmed it with a credit card, Budget used to make sure that there was a truck for you at the time and place you specified.  If this guy said he did not have a truck for you he was most likely lying as he seemed to have a real attitude problem.

Budget agents are supervised by a District Performance Manager.  I would suggest that you call another nearby Budget agent to get the contact information for the DPM.  I would then give him an earful.  If you feel that there was racial discrimination then I would not hesitate to file a complaint.  I would also suggest that you make a written complaint to Budget's corporate office.

This crap about using the truck for just a few hours is news to me.  I never heard of that from Budget, where a rental day is 24 hours.  I rented a truck from Budget just a few months ago and there was no nonsense about having it back in just a few hours.

FYI for all do-it-yourself movers:  Everybody wants a truck on the last Saturday of the month.  Everybody also expects to drive out of the agency in a rental truck at 8:05AM Saturday morning and schedules their help to be at their location at 8:30AM.  Get real!

You can avoid a lot of problems by picking up your truck on Friday and paying an extra day's rent.  It's worth it because you know when you wake up on Saturday morning you have a truck.  The OP found out the hard way that a lot of stuff can go wrong when you plan on picking up a truck at the last minute even with a reservation. 
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