Created By:	aprilmhb	Last Reply:	aprilmhb
Priority Level:	[High]	Status:	[Open]
Created:	9 years ago	Last Updated:	9 years ago
Department:	N/A	Replies:	0
Product:	Budget truck rental

We recently rented a Budget truck to personally move to a new location in North Carolina from Long Island, NY. We spent 2 days packing up the truck very carefully and it was filled

completely in an organized way (in addition, we had two cars filled). Our trip south started off okay and then as we stopped for gas for the cars (not the truck -- the truck was parked off to the side), the truck would not start again when we were ready to continue our drive. It apparently stopped working for no reason (and was a 2015 Ford truck!). Of course it was also 96 degrees outside. We waited 2 hours in that heat for Budget to find

someone to check it out for us. He got the truck started again, but there was some sort of electrical / starter / who knows what else kind of failure that had occurred (again, just

from turning off the truck!!) and so the truck would not drive above 30 miles an hour (it would not automatically shift out of first gear). So we pulled over to the side of the road and then waited another 2 hours in 96 degree heat for Budget to get a tow truck out to us and tow our broken down truck to the closest hotel we could get to that was pet friendly

(since we were also moving our cat and dog and fish). Did I mention we also have two young kids that had to wait out in the heat on the side of the road too? Budget then told us the

next morning they would find a new truck for us and people to move it (YES, all the stuff from our carefully packed truck would have to be moved to a new truck). So we stayed the night in the hotel, expecting that the next morning we would be able to get back on our way. Oh we were soooo wrong... (or I should say misled by the roadside assistance department).

So we called them the next morning and we were told by the first (of many people in their roadside assistance department that we would talk to throughout the day) that they would

probably have something worked out in the next half an hour to 45 minutes, and they would call us back. We waited that long and received no call back. So we called again and were told that they had *emailed* (not actually called because apparently they don't do that...) the department that handles this kind of thing and were waiting for a response. Over the

next 5 hours, we called back repeatedly and were told there was nothing we could do but wait. And oh how we waited. The one thing I can say is that thankfully we had decided to do a mail-away mortgage with our bank (which was also a horrendous experience but that's another story...) because if not, we would have missed our closing. Anyway, finally around 1 pm or so, we found out they had a truck for us. But they told us the movers would be a couple hours later. This we thought was very confusing because how could it take that long for local movers to come and move our stuff over?!? (The reason why... the movers were coming from 3 hours away? What?!). Oh, one other thing... in one of the many calls to the roadside assistance department, I stressed to them that we would need several people to move the stuff over (they said they usually get 3 people) because our truck was completely full. So finally around 4 pm, the movers show up, and it's just 2 people!! I was absolutely livid! Budget gives us a faulty truck that breaks down on us; we are stuck for a whole day at this point; and they send 2 people to move all our stuff to a new truck (we had the largest size truck they rent out, by the way). OK here comes the best thing any of the roadside assistance people ever said to us. I called again to ask why they only sent 2 people (reminding them that they told me they normally at least send 3), and the woman I spoke to responded "well, sometimes 2 people can be as fast as 3." I couldn't help it... I laughed and said to her "you did not just say that." And she responded, "well, I said sometimes." Ugh! These are the type of people they have working in that department.

So... as you can probably guess, it takes these 2 guys 8 hours to move everything from the old truck to the new truck (i.e., they finished at midnight). And the first time they moved stuff over, they left a pile of our belongings on the side of the road and told us they could not move over. My husband reminded them (and their boss who called us) that he was not a professional mover and he had managed to fit it all in. So they tried again. In the end, we had to leave behind a wooden bed frame for our son's bed and a (granted it was old) bookshelf they had broken during the process. So... we were stuck in the hotel another night. We finally (!!) got on the road the next morning (2 days after we were supposed to have arrived at our new house), and thankfully, there were no more broken down truck incidents. But when we unpacked our stuff when we finally arrived, we discovered that they had packed things very uncarefully, and several items were broken (including my diploma!).

Obviously, we called Budget and asked for compensation. They told us that given our troubles, they would waive the fee associated with our truck being late. Seriously!? So we told them that's not good enough. They then offered to pay for our hotel fees. OK a little better but that should have been offered to begin with! Finally, they offered to give us a 25% refund. Honestly, we really wanted a full refund but based on our horrible experiences with their customer service (e.g., one time we asked to speak to the manager, and when the

rude customer service representative finally agreed to transfer me, the phone rang and rang for 5 straight minutes... obviously a ploy they use), we decided to just take the 25% refund.

Altogether, I strongly advise against using Budget truck rental, mostly because of their horrible customer service. I don't know how a company that wants to attract customers could

employ people that don't even try to be sympathetic or even act like they care. I can only hope one day one of them has their Budget truck break down and they can experience it for

themselves...

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