I reserved a truck with Budget a little while ago, when I decided not to use the PODS for assorted reasons. The predominant reason was that I believed it would be cheaper to use the Budget truck. I was quoted at about $1500 for the truck. I knew fuel would be expensive, so I was estimating another $1500. The combined cost of a POD and driving the car was slightly higher, and this way, our stuff would arrive with us. I knew that my insurance would not cover me on a rental truck. I had already spoken with my agent about this. I expected around $300 in insurance cost. I was wrong. In order to be covered for liability, damage to the truck, and my property, I was going to pay $587. This did not make me happy. However, I knew that it was not this man's fault. I took this opportunity to explain to him that if I did not need the truck right away, I would not take it because of the price of the insurance. He responded that I did not need to buy the insurance. He is incorrect. It would be illegal for me to operate that truck without liability insurance. I did not tell him this. I instead explained to him that I had planned to move with PODS, but I booked with Budget because I expected it to be cheaper, or close to the same price. I was very frank, and matter of fact with him. I was not insulting. I was not angry. He became angry and started explaining how it would be more expensive if I rented it somewhere else somehow. It didn't end there.
He was telling me that a 16' truck with 11'4'' clearance would be easier to drive and cost the same in fuel as a 10' truck with 10'6'' clearance. When I tried to read the paperwork, he rushed me to sign it. He kept explaining to me how to load the truck. He would not listen when I told him I knew how. I moved A LOT as a kid. Over 10 times. I explained to him that this was my 2nd relocation in 2 years, and he kept on explaining. He spent so long lecturing me about things that I stopped listening and sent a few texts. He just kept rambling. He never even walked outside to show me the truck. He just handed me the keys and said, "Have a safe trip. God bless." I had to ask him which truck it was, and with an irritated tone, he told me to match the number on the key to the truck.
I was so mad at this point that I went out into the parking lot and called Budget's 800 number. I spoke to the rep for about half an hour, trying to get a truck from anywhere else. I told him I would even take another 16' truck from another Budget dealer. None of this was possible, as all the trucks and vans smaller than 24' were accounted for. I asked if I was stuck with the truck, as I had not even put the key in the door yet. He said I could return it and reverse the charges because I had not left with it yet. He offered to stay on the phone with me because I was concerned about the man's attitude. I'm glad I did, because the man tried to lie to me, saying he could not cancel it. When corrected by the agent from Budget, he claimed he could, but he had to get permission from some regional director. He then began to berate me, while I was on the phone and Budget was recording the call.I said to the guy from Budget of Olive Branch, while Budget was listening on the phone, "I am punishing you the only way I can as a consumer, by spending my money elsewhere." The Budget rep became so irritated that he escalated it to the regional level and ordered an investigation. So I am leaving a day late, and with a different truck.
Wheelman is not happy. Budget's rep was very helpful. I do not fault them at all for this. My issue is with the franchisee.
[edited by NXer for sense-make
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I'm also surprised the national rep didn't offer you some sort of compensation for their franchise's unprofessional behavior. I'll bet the franchise idiot didn't care as he'll never see you again as a repeat customer, but I'd be shocked if that the parent company felt the same way as they want your biz if you ever move again, albeit from a different city. I've only rented cars from Budget and Avis from all over the country. They always gave me adjustments/freebies right on the spot whenever I encountered problems on their end.
