I've been renting cars abroad since 2008, and have rented about 20-30 vehicles from various companies. Besides a few with really bad reputations, I've rented from most major companies. Budget in Philadelphia had the worst service I've ever experienced. This summer, I rented from them three times, and each time was a hassle with different problems. I chose Budget mainly because of the low prices, but you get what you pay for. The first time, I came out of Philadelphia airport in heavy rain with a long queue of people waiting for cars. Two attendants were slow and impatient, making me wait over an hour. When it was finally my turn, I specifically told them not to add any extra services. In my rush, because of the rain, the late hour, and having my child with me, I didn't carefully check the contract and later found out they added a $60 road assistance service. Previously, other companies I've rented from would pitch additional services and insurance, but would respect a refusal. This was the first time extra charges were added secretly. Calling customer service didn't help; they said it was common practice and advised me to be more careful next time. During my second rental from the airport location, I again had to wait at least half an hour. I reviewed the contract before signing and found a $50 charge without explanation. The attendant claimed it was for arriving 20 minutes early. I argued that I could return the car 20 minutes early instead, and only then was the charge removed. When picking up the car, I discovered another issue — the car given to me was already occupied. The attendant had to issue me a different vehicle. Nearing the end of that rental, I visited a nearby Budget location to inquire about an extension. They said I could simply place a new order online and finalize it at their branch without waiting for the current one to expire. A few days later, with two days left on my current rental, I placed a new order and went to that branch to extend my rental. Upon completing the paperwork, I noticed a $300 fee and questioned it. The attendant explained that since my current order hadn’t expired, he canceled my existing rental and rented a car for two days at their branch rate, which led to the $300 fee. I inquired about my remaining two days on the original contract and was told they were voided. The attendant claimed that, despite initial assurances, I needed to select their branch when making the new order, not the airport location. When I decided to cancel, they informed me it was too late as the system had already processed the cancellation. Without my signature or agreement, the cancellation was non-reversible. The attendant and I had a heated argument; she insisted I pay the $300 or leave without the car; otherwise, I couldn’t drive away. This was the worst service I experienced during my two months in the U.S., feeling like I had encountered a scam. I called customer service, who tried to mediate but ultimately failed. The manager stated the order was processed and couldn’t be changed, so I was left with two choices: leave and rent from another company or pay the $300. Customer service suggested filing a claim post-rental for any additional costs. Needing the car urgently, I had no choice but to pay with the promise to claim later. Eventually, rental customer service helped me recover $100 from Budget. I noticed that Budget is the only company in Philadelphia with bad reviews, and I now understand why. Their service is the worst I've encountered. If you have options, avoid Budget, and if you must rent from them, check every single charge before signing.
I've requested a car without an e-toll device as I was going to pay all tolls in cash, which I've done. Weeks after returning the car I was charged for two tolls that I've paid in cash. Send the receipt and company did nothing.
Very Poor customer service. Will not use this again!
The whole process went smooth from the time I booked the car to the time I returned the car.
About QEEQ:10.0/10
Price drop protector is a wonderful tool. It did save me some money on my car rental. Good job!
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Customer Service
So-so
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