SandraBulmer
09-08-2009, 18:15
Having been loyal and satisfied customers of Dollar and Hertz over many years of visiting Florida, we decided to give Budget a try this trip mainly due to the price and the free upgrade. Bad mistake!
On arrival at MCO, we went to the Budget desk. "Oh, Affordable Cars" said the lady behind the desk ominously as we handed over our voucher. She processed all the paperwork which we went over with a fine toothcomb before signing, mindful of other forum members' posts. She then presented us with the keys to our full size 2009 Chevrolet Malibu. We queried the size of this vehicle and pointed out the free upgrade clause on the voucher. When she stopped laughing, she pointed out that this was subject to availability and that every car hire company in the airport was sold out for at least the next 2-3 weeks. She assured us that the new 2009 Malibu was a full size car (we know that the older version was in the intermediate class with Dollar and Hertz).
We took the keys and went to find our car. After first taking note of all the scratches and dents, we opened the boot and tried to fit our 3 suitcases in (31", 29" and 27" hard shell Samsonites which we have always fitted into a full size with other rental companies). After trying every combination, we were forced to return to the desk. They then offered us a Mitsubishi Galant, which again was in questionable condition both inside and out. There was not much more space in the boot of this and we only managed to squeeze the final one in on top because it was empty. We did return to the desk again to see if they had anything else to offer us. We were told the Malibu and Galant were the last 2 vehicles they had available. After disappearing into the back office to speak to the duty manager, the rep returned and invited us to take the Galant and call the manager in the morning to agree a time when we could return and get our free upgrade to a premium vehicle. After a long flight and with 2 very tired children, this seemed a reasonable compromise and so we took it.
Next morning we were up at the crack of dawn anyway and started to call the number we had been given. It did indeed get us through to the Duty Manager's voicemail - we left a message requesting a callback. We tried all day - we left more messages. We tried the next day - same again. And the next. We tried any Budget number we could get our hands on - all said we would have to speak to the MCO Duty Manager. We tried Customer Service - they are closed weekends! Meanwhile, we were checking Budget's website and the claim that they were sold out seemed at least to be true for full size and premium vehicles. Finally, on day 5 hubby checked for vehicles at Tampa Airport and they seemed to have most classes available. In desperation, we jumped in the car and drove straight there. We walked in to the desk, and asked to change the vehicle. "No problem, sir" and within 10 minutes we were on our way in a very nice Chevrolet Impala (not sure what class but we weren't going to get into that discussion!)
Although the free upgrade offer was part of the reason we booked, we were not relying on it and were aware that it was subject to availability. But we now realise that you don't stand a chance of getting it at peak times like summer and probably Xmas either. Having said that, we were confident based on our experiences of the other rental companies that a full size would still be adequate for our needs. Obviously not with Budget. So, if you are travelling with more than 2 suitcases, beware of who you are booking with and what class you are getting. The old saying "you get what you pay for" seems to have been true in our case.
Although we booked through this site, we have no complaints with the service from here. We did not request any involvement from you as we felt it was an issue between us and Budget locally. Unusually for an American company, their Customer Service leaves a lot to be desired.
P.S. The car is black and like getting into a sauna, but who's complaining?!
Sandra
On arrival at MCO, we went to the Budget desk. "Oh, Affordable Cars" said the lady behind the desk ominously as we handed over our voucher. She processed all the paperwork which we went over with a fine toothcomb before signing, mindful of other forum members' posts. She then presented us with the keys to our full size 2009 Chevrolet Malibu. We queried the size of this vehicle and pointed out the free upgrade clause on the voucher. When she stopped laughing, she pointed out that this was subject to availability and that every car hire company in the airport was sold out for at least the next 2-3 weeks. She assured us that the new 2009 Malibu was a full size car (we know that the older version was in the intermediate class with Dollar and Hertz).
We took the keys and went to find our car. After first taking note of all the scratches and dents, we opened the boot and tried to fit our 3 suitcases in (31", 29" and 27" hard shell Samsonites which we have always fitted into a full size with other rental companies). After trying every combination, we were forced to return to the desk. They then offered us a Mitsubishi Galant, which again was in questionable condition both inside and out. There was not much more space in the boot of this and we only managed to squeeze the final one in on top because it was empty. We did return to the desk again to see if they had anything else to offer us. We were told the Malibu and Galant were the last 2 vehicles they had available. After disappearing into the back office to speak to the duty manager, the rep returned and invited us to take the Galant and call the manager in the morning to agree a time when we could return and get our free upgrade to a premium vehicle. After a long flight and with 2 very tired children, this seemed a reasonable compromise and so we took it.
Next morning we were up at the crack of dawn anyway and started to call the number we had been given. It did indeed get us through to the Duty Manager's voicemail - we left a message requesting a callback. We tried all day - we left more messages. We tried the next day - same again. And the next. We tried any Budget number we could get our hands on - all said we would have to speak to the MCO Duty Manager. We tried Customer Service - they are closed weekends! Meanwhile, we were checking Budget's website and the claim that they were sold out seemed at least to be true for full size and premium vehicles. Finally, on day 5 hubby checked for vehicles at Tampa Airport and they seemed to have most classes available. In desperation, we jumped in the car and drove straight there. We walked in to the desk, and asked to change the vehicle. "No problem, sir" and within 10 minutes we were on our way in a very nice Chevrolet Impala (not sure what class but we weren't going to get into that discussion!)
Although the free upgrade offer was part of the reason we booked, we were not relying on it and were aware that it was subject to availability. But we now realise that you don't stand a chance of getting it at peak times like summer and probably Xmas either. Having said that, we were confident based on our experiences of the other rental companies that a full size would still be adequate for our needs. Obviously not with Budget. So, if you are travelling with more than 2 suitcases, beware of who you are booking with and what class you are getting. The old saying "you get what you pay for" seems to have been true in our case.
Although we booked through this site, we have no complaints with the service from here. We did not request any involvement from you as we felt it was an issue between us and Budget locally. Unusually for an American company, their Customer Service leaves a lot to be desired.
P.S. The car is black and like getting into a sauna, but who's complaining?!
Sandra