Budget Truck Rental

Jordan Brown (13.07.2017 14:02)
This place needs to be shut down. I reserved a truck over a month in advance. I showed up on the morning of my move, and the door was locked. There were three employees sitting in the office. I tried to open the door and then knocked to be let in. One woman frowned and then came over to open the door for me. She continued to grimace while she jerked the door open. No one looked at me or acknowledged me when I entered the building. I proceeded to tell a different woman behind the desk that I had a reservation. I was quickly told that there was not a single truck available. Incredulous, I told them again that I made a reservation over a month ago. The woman behind the desk replied, "Sorry, we don't have any trucks for you." I asked, "I understand that these things happen, but why did no one even bother to call me to let me know? I am moving today, and I hired movers."

The woman responded, "Someone was supposed to call you." The three people in the office clearly did not care at all. Realizing that it was a lost cause and that I needed to scramble to find a truck for the move I had been planning for months, I asked again how something like this could have happened.

"It's this system that we have. It's stupid. It doesn't stop people from making reservations even when we don't have any trucks."

I asked about the purpose of making a reservation, as it didn't seem to matter whatsoever. The woman behind the desk continued to mutter that it was bad system and that they intended to call me. Clearly that never happened. Apparently, and this is not clear at all, Budget does not guarantee a reservation. The company only guarantees a rate on the day of your reservation.

I looked at the e-mail I got guaranteeing my reservation, and it stated: "Budget reserves the right to offer a customer alternatives." Never do they say that one of the alternatives is to offer you absolutely nothing and leave you stranded. This business model is horrible and is borderline fraudulent.

After this unbelievable lack of customer service, I ran down the street to U-Haul, and they fortunately had one 26-foot truck available. The truck was way too big for a downtown move in Richmond, and I ended up getting into accident due to the truck not being able to fit where I needed to go. This is, of course, not Budget's fault, but I never would have been in this position if I had received the much smaller truck that I ordered.

After everything that happened this past weekend, I was at least glad that my experience with Budget was over. Or so I thought. After looking at recent transactions on my credit card, I saw that I was charged a $50 no-show fee. I called the Richmond office to ask about it, and after putting me on a long hold, they abruptly told me I had to call the corporate office. The man I spoke with on the corporate line was at least polite, and he said, in an embarrassed way, that they never should have charged me. Thankfully, he was able to remove the charge, although the refund still has not processed. He told me that Budget does not have to do anything for customers who never receive a truck. They only have to provide money if the truck is delayed. That made absolutely no sense, but I had to accept it.

What an awful experience. Not only will I never go to this location again, I will never rent a truck from Budget nationwide. I encourage you to do the same.

Kristie Smith (09.07.2017 12:44)
Rent somewhere else!

My husband reserved a truck weeks prior to our scheduled move-in date. With that set, we also arranged for a moving company to assist us. On the day of our move, my husband arrived at the rental office, only to be told there was no truck. They had "intended to call us," but those intentions never translated into someone actually picking up the phone. After a bit of scrambling on my husband's part, we secured a truck through U Haul. Frankly, we should have started with them from the beginning.

These employees are blame-shifting, unprofessional, unethical, and outright lazy. Budget corporate should be ashamed to be associated with them.

Michael Crose (23.04.2017 17:36)
Least helpful place I've been in a long time

vivian zhu (16.01.2017 23:59)
They charged me extra days because of the fact that I did not return the key on time. I kept the key because the day when I returned the truck, the office was closed. I Returned the key today but The front desk woman here was so rude. She just charged me extra without even ask for my permission. I feel like they don't care customer service at all. All they want is money.

Alex Skidmore (21.06.2016 05:46)
These guys are pretty shady. When I showed up during normal business hours for my pickup, the office was locked and a friend of the employees was around to tell me "they'll be back in a minute." Ten minutes later, the employees showed up from their lunch run to Panera. It was unprofessional, sure, but if they had apologized it would have been fine. Instead, they became annoyed with me, making rude comments about me being late and implying I was stupid for not taking the insurance. I shook it off, and 30 minutes later I drove away with my moderately damaged, graffitied truck. You'll save money going with Budget, but be ready to sacrifice quality and customer service.

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