On March 26, 2016 that all changed. It started, with a visit to Budget Rental Cars at San Francisco Airport. The friendly representative at the counter must have been close to end of shift, as it was everything he could do to rush us through the process and give us a slot in the garage. We were getting a 2015 Mercedes C300. Nice!
Upon walking the San Francisco Rental Car garage with all of our luggage to the proper bay, we discovered that there was a mistake, and a small, sporty convertible was in the slot assigned to us. This wouldn't work, as our luggage wouldn't fit, and we have no need for a convertible. This is where the nightmare of Budget Rental Cars begins.
In a situation like this, Budget Rental Car employees turn it into a game of "I can't help" and "Go see this person" who, as you guess - also can't help. We ended up going back to the front desk where we started and explained the situation to the representative. 25 minutes later, we have a new slot and off we go, back into the rental car garage and find our vehicle which was thankfully, correct this time.
Mistakes happen, and I totally get that - and if what happened next didn't happen, I would have probably forgotten all about that mix up. However, 4 hours later in the city of Merced, California, I was about to find out what Budget Rental Cars was really like.
Driving on the off-ramp to enter Merced, the Mercedes dashboard lit up with "Tire Malfunction" on the screen. I immediately pulled over into a gas station to inspect and make sure everything was OK. I checked the tire in question, which appeared to be fine - however, within minutes the reading stated it had 0 psi, and once reaching 0 psi, it was clear that the tire was not in driving condition.
The paperwork that Budget Rental Car provides has a 1-800 number for roadside assistance, and after a phone call to that, it was clear that we were in for an adventure. Being Canadian, their phone system recognizes a Canadian number and you are greeted with a message "For emergencies in Canada, press 1..... For emergencies in United States, press 2."
Pressing 2, the phone rings and I'm greeted with a message "For emergencies in Canada, press 1..... For emergencies in United States, press 2." Press 2 again. "For emergencies in Canada, press 1..... For emergencies in United States, press 2." I dial 1, and eventually get transferred to a phone representative where I explain my situation. "Hold on, let me transfer you to the United States center." "Great!" I think. "For emergencies in Canada, press 1..... For emergencies in United States, press 2." here we go.
Getting back into the Canadian system, and further explaining not to transfer me to the 1-800 number, I finally get a representative that understands and transfers me to a human in United States. After confirming that yes, the tire is flat... and no, there is no spare, nor a fix a flat kit, and that yes - I'm sure it's flat - they advise me that they will need to tow the vehicle to Fresno, CA in order to swap out vehicles. Now, I'm en-route to Oakhurst, CA so while this is out of my way, is understandable. They're dispatching a tow truck immediately.
1 hour after the phone call, I get a call on my cell. It's "Cheap City Towing" in Fresno, and they're coming to get me. Nothing but the best, I joke to myself. They inform me that they are 2 hours away, and will be there as soon as possible.
1 hour passes. My phone rings, "Newman City Towing" calling to get my location. I tell them it's OK, Cheap City Towing in Fresno is en-route. They correct me and say that Budget Called and cancelled them, and that Newman City Towing has the contract. They are 2 hours away. Great.
About 30 minutes later, I notice someone taking pictures of the Mercedes. Being the friendly Canadian I put the window down and say Hello. This individual made it very clear "Don't be in this car after dark." I ask him to clarify what he means, and he tells me "If your help isn't here when it gets dark, don't be here." as he got on his bicycle and rolled away.
Another call to Roadside Assistance at this point, as it will be dark within the next hour, and the towing company is 1.5 away - I have to do the Canadian bounce to USA trick again to get someone, and explain what is going on. When I told them about what just happened, and that I may not be safe now or in the very near future, they ask if I need 911. You know what Budget Rental Car? If I need 911, I'm going to call 911, not sit on hold for 18 minutes and then have you do it for me.
Regardless, I tell them to see if they can do anything or advise me what to do. Given that I have a flat tire, driving the vehicle probably isn't a good idea. They tell me they will see what they can do about a tow, and hang up.
5 minutes later. 5 minutes. I get a phone call from Merced City Towing. They'll be over to get me in 10 minutes. Wait, what? I've sat here for almost 3 hours at this point when Merced City Towing was just around the corner? Whatever - happy to have help on the way.
Merced City Towing shows up to help and are nothing but professional. Very helpful, offered to get me a drink from the nearest convenience store, and so on. Just amazing. Surprising that they have anything to do with Budget Rental Cars.
My only issue with Merced City Towing was actually nothing of their fault - but Budget Rental Car again. They have informed me that they are going to tow me to Sacramento. 2 hours in the wrong direction of where I'm travelling. There must be a mistake. Another call to roadside assistance.
I ask to confirm where the order was placed to tow me, and they inform me that they don't have any Mercedes in Fresno, so they are taking me to Sacramento. I say that honestly, at this point - after being stranded for 3 hours, I could care less what kind of car it is - Please don't tow me 2 hours in the wrong direction. They say they will see what they can do.
20 minutes later we get a phone call back from Budget Rental Car's Roadside Assistance. They tell me that unfortunately, we're going to Sacramento. The representative advised that they called Fresno and advised type of car didn't matter, and that they had lots of vehicles available. Upon the Fresno Budget Rental Car operation finding out that the Mercedes had to be returned to San Francisco, they are all of a sudden "out of cars". The representative said she would be filing a complain on their end, as that's not right to displace a customer over that. I agree, and accept that we're going to Sacramento.
The 2 hour drive to Sacramento proved to be a good bonding time with Zac, my truck driver. I'm telling him about the situation and about the phone service, how long we waited and so on, and he asks "What company is this?" so I reply with "Budget Rental Car, why?" he says "There are 2 Budget Rental Car locations in Merced. Normally I just go get a new car, bring it to you and then deal with the broke down car on my own. Why did they make you sit there?" To which I have no idea... But we're 20 minutes outside of Sacramento at this point.
Upon arriving at the Sacramento Budget Rental Car location, I assume that things will be in place and ready - as they have known for 2.5 hours that we are coming. I assumed incorrectly. I get to the counter, and they inform me that "We'll have to see if we have anything for you." At this point, I'm far too tired to be upset. Just find me a car. Eventually, they do, and I'm on my way - without signing any damage paperwork, loss paperwork, etc. Nothing was mentioned about the Mercedes on the tow truck other than it was a swap.
Having to drive 2 hours just to get back to where this incident occurred and then continue on my way, this whole incident has displaced approximately 8 hours of my time over a tire malfunction in a decently large city in California.
After our trip concludes, I sent Budget Rental Car an email regarding the phone system issues, as well as the Fresno office lying about not having vehicles, forcing me to go back to Sacramento. I get an email back within the next 2 days and they inform me that this was clearly not typical, and that they have refunded $100 back to my credit card for the trouble that was caused.
Fast forward 1 month to Tuesday, April 26th, 2016 - I have a letter in my mailbox in Canada from Budget Rental Car. Thinking this is probably a survey or something, I open and look forward to providing some feedback. It turns out that it is a letter stating that they have billed my credit card the following:
- Vehicle Repair cost: $344.64
- Emergency Roadside Cost: $56.16
- Administrative Cost: $25.00
- Total Expenses for Service & Repair: $425.80 USD.
Not once during the whole ordeal did anyone mention that we would have to pay for this, They did not provide me with any damage reports, loss reports, or any paperwork on the matter at all. I have insurance through my Mastercard that will cover issues like this, but in order for that to be effective, I must inform them within 48 hours of the incident and provide the Rental Agencies damage report.
Having not received this, and not being notified that I was being billed for the tire malfunction until 1 month later, the insurance that I carry to protect myself from issues like this is now void, and they have already billed my card. I email Budget Rental Car and ask what the deal is - why I'm being billed for this, and receive only cookie cutter emails about how the charges are valid, and already charged to my card.
I have had no luck getting in touch with anyone at Budget Rental Car that can be helpful in this situation, and I think that with the experience I went through, I needed to share this situation with the world to make informed decisions on where you choose to spend your rental car money.
Rental cars are all the same, it is the service that you are paying for when you rent a vehicle. Knowing that Budget Rental Car will not be there for you in a time of emergency, and not put your needs first during an incident should be clear that looking elsewhere for a car would be in your best interest.
I hope that no one needs to go through what we did that day, and I can guarantee that the $425.80 USD that Budget billed to my credit card is the last dollar they will ever see from me, or my family.
