I was extremely dissatisfied with the level of customer service and the entire truck rental process from Budget. I had a reservation over 1 week away from my move day and I was called on the day prior that the truck I wanted was unavailable and that I had to find somewhere else. There was no offer of help and no apology. I called Budget direct and they found me a truck nearby.
When I picked up this truck, the customer service seemed great. The cost of my online reservation did not match what he had, but he said he would fix it. I saw him adjust the numbers and then said that he would throw in the moving pads and dolly for free. He also informed me that since I was picking up the truck Friday night, that I could drop it off Saturday night after hours and there would be no issue at all and no extra charges would be added to my account.
I paid the deposit and even purchased the insurance for the move to Suffolk, VA. The insurance is supposed to cover anything that is stolen from the truck, to include the truck itself.
I returned the truck after hours on Saturday with a full gas tank and a gas cap in place.
When I received my final bill, I was only given back a partial credit on my deposit.
When I called customer service at the Rental Location, the agent was rude on the phone, and was upset that I did not return the truck earlier in the day on Saturday. She told me that someone was waiting for that truck. I explained that I was under no obligation to return the truck until later that night.
At this point I was informed that I was being charged for a missing gas cap. I informed her that I was absolutely certain that the gas cap was in place, because I remember tightening in place. You have to turn the gas cap numerous times for it to be locked into place. She accused me of leaving it at the gas station. As a former Marine and a current United States Navy team member, I was upset that she was questioning my integrity. How could the truck remain full of gas if I filled up 35 miles away and did not place the gas cap on?
I explained that the cap must have been stolen, she said that this I would have to call corporate. I called and the claims department said they could not help since it was already charged to my credit card. Customer service said there was no way to prove the gas cap was stolen and would not refund the cost. What is the point of purchasing the insurance if they will not honor their commitment?
I really believe that an individual was inconvenienced when they stayed open later to accommodate the lady waiting for the truck that I rented. They even had to drive her home that night. I think because of this that someone removed my gas cap just so they could charge my credit card extra money.
Just to ensure I was not crazy, I also checked with the place where I filled up and there were no gas caps left at the pump that day or the next day.