Here's my email to Budget. I got a canned response.
Horrible, horrible service. I arrived at your Philadelphia airport location at about 5:30 PM. I finally left with my car at about 6:20. 50 minutes to get a car is an outrage! The line was nearly out the door when we arrived. When I finally got to the counter I expressed my displeasure and threw my reservation conformation on the counter along with my drivers license and credit card. Instead of an apology for the wait and inconvenience, the rep, (Lori, I believe. White woman, blond hair) responded with “I don’t deserve this, I’m calling the manager” and then proceeded to go into slow motion to punish me for complaining! The manager, a large African-American man, arrived and asked me with an attitude what the problem was. I indicated that I stood in line too long and just wanted to get out of there. The manager, again offering no apology, proceeded to stick up for the counter person who by now was giving me a smart-ass phony sicky-sweet treatment.
As I was receiving the car, the manager approached me, at which point I again expressed my displeasure with their attitudes. I told him I’m the customer and that he should be apologizing or giving me a free upgrade instead of making me out to be the bad guy for complaining. He proceeded to offer me a Mustang. I ordered a full-size car and I had zero use for a sports coupe – more importantly I had a 2 hour drive ahead of me and needed to get on the road. I refused, indicating all I wanted to do was get on my way (and I would have refused the nicest car in your fleet for free at this point just to get going). It took another 5 minutes or more at the gate just to leave. I spent the afternoon flying in from Florida and did not expect to waste almost an hour just to get a car.
All USA
Here's my email to Budget. I got a canned response. Horrible, horrible service. I arrived at your Philadelphia airport location at about 5:30 PM. I finally left with my car at about 6:20. 50 minutes to get a car is an outrage! The line was nearly out the door when we arrived. When I finally got to the counter I expressed my displeasure and threw my reservation conformation on the counter along with my drivers license and credit card. Instead of an apology for the wait and inconvenience, the rep, (Lori, I believe. White woman, blond hair) responded with “I don’t deserve this, I’m calling the manager” and then proceeded to go into slow motion to punish me for complaining! The manager, a large African-American man, arrived and asked me with an attitude what the problem was. I indicated that I stood in line too long and just wanted to get out of there. The manager, again offering no apology, proceeded to stick up for the counter person who by now was giving me a smart-ass phony sicky-sweet treatment. As I was receiving the car, the manager approached me, at which point I again expressed my displeasure with their attitudes. I told him I’m the customer and that he should be apologizing or giving me a free upgrade instead of making me out to be the bad guy for complaining. He proceeded to offer me a Mustang. I ordered a full-size car and I had zero use for a sports coupe – more importantly I had a 2 hour drive ahead of me and needed to get on the road. I refused, indicating all I wanted to do was get on my way (and I would have refused the nicest car in your fleet for free at this point just to get going). It took another 5 minutes or more at the gate just to leave. I spent the afternoon flying in from Florida and did not expect to waste almost an hour just to get a car.