Budget Truck Rental Tracking Order Status

I rented a Suburban during July 2023. First of all the truck was dirty and smelled of smoke. The insides had not been cleaned. Beads in the back(chocking hazard for kids) and dirt and smudges everywhere. Most important one of the seat belts did not work. We had seven people including children and only six working seat belts. I was on the phone with customer service for more than an hour prior to leaving for my trip and maybe another hour while driving. Therefore, my trip was delayed by more than an hour because we were trying to get a confirmation on an available replacement. The call center indicated there were no more suburbans. I was then informed I could go to BWI ( more than an hour out of my way during rush hour) for a vehicle that may or may not be there. I could not get the call center to guarantee me a replacement. There was no way to reach BWI to confirm a replacement. The alternative was to drive towards my destination and try to exchange the vehicle. Reportedly no vehicles available. Made it to my destination. However, the vehicle would vibrate if you went over 65mph. Car had an oil leak and had to be exchanged for an expedition. All I can say is…. Frustrating!!!!!

AMANDA from SC inventory was absolutely sent down from heaven. I been trying all week to confirm truck reservation and nobody was giving me any answers. I needed a truck and found out 1 hour before my pick up time that the location didnt have it. I Was totally stressed out. She called me and apologized for me not being helped to my satisfaction. She heard my issue and quickly resolved it. It was amazing efficiently she did this when numerous other customer care and inventory couldnt get it fix. Amanda is absolutely a godsend. Budget is very lucky to have her on their team. The rental went fine today and all is well. Thanks to her. So i say thank you Amanda. Good job. God bless and thank you again. You are absolutely, 100% amazing person and the same goes for job that you do. True definition of customer service

Simple. Next time you send an email confirming the availability of the truck 48 hours prior to pick up.... to make sure it is available. I called the local Budget truck place to confirm... they stated that there is no coordination between local dealer and online store. So they cancelled my reservation w/o any other option. So now I am stuck w/o a vehicle... I can provide confirmation order number, if Budget is interested as well as the their emails...

Miserable experience. The call center is just as bad. Like make your day and week worse kind of bad. After this cluster I ended up going with Enterprise and was surprised at how much easier it could be.

Arrived at counter to get vehicle and the line was very long at 11pm at night. All other rental companies were not busy at all. Long wait and Budget must've been the cheapest because that's where literally everyone was to rent a car. Car was nice. Then when it came time to return the car the line was extremely long again and had to park it way out in the lot along with everyone else. Then charged another $50 for something they didn't send or explain what the charge was for and no receipt was given.