Budget Car Rental

1. I was charged 100.00 dollars a day for an AWD vehicle that was in fact not AWD.( I had explicitly requested this and was reassured multiple times that this car was AWD) I specifically asked multiple times due to significant snowy conditions, and I was in town for skiing. I was placed in an unsafe vehicle with balding tires, no capacity to handle AWD conditions, (the wheel wells were filled with ice when I initially picked up the car).
This flags multiple ethical dilemmas:putting a customer at risk for injury, fraudulently billing for a product that was not provided, and falsely representing a vehicle as AWD when it was not.

2. Inability to communicate with staff, despite being given the " on call," number. No prompt response or follow through( I do have the phone records to prove this) When I finally did get a hold of them I requested for them to to come and pick up the vehicle from my location after I had to have towing assistance d/t the car's inability to handle snow conditions.

The on call employee apologized for the inconvenience, and and she reassured me that I would not be charged for the pickup nor would I be charged the additional 100.00/day rate, or be charged beyond a one day rental due to the inconvenience, and the less than quarter tank of gas missing as I felt unsafe driving it. They did not arrive to pickup the vehicle until another day later.

3. I was overcharged an obscene amount for a one day non-AWD vehicle of 567.00, even a quarter tank of gas is somehow 64.00? ( I thoroughly photographed the condition of the vehicle, the mileage, and the gas tank reading prior to their pickup) There are other unexplained additional charges accounting for this overinflated price hike.

4. I attempted to speak with management several times, including during the ,"on call," debacle, and was denied access to speak to him.
I finally was able to reach the manager," [redacted]," I think, as he would not disclose his full name or name of the business owner.
He refused to discuss the charges, to provide me an itemized invoice/ or an invoice at all for that matter, or to honor his employee's verbal agreeements to fix her mistake ( as she had agreed with me). He even accused me of abandoning the vehicle( I do not know how that is possible given that I met with the staff member who came to retrieve the vehicle, and verified he was with the company). The manager was very unprofessional, even rudely hanging up the phone on me, prompting me to call back immediately, knowing my rights as a consumer.

I called back asking to speak to upper management and he referred me to the corporate office where I did file a complaint which is being reviewed and pending resolution.

I have also sought to speak with the owner of the business as he/ she should be aware of how their staff is representing their business, putting customers at risk, and fraudulently billing for services that were not provided. This opens the door for a variety of lawsuits. ( The manager refuses to give me the owner's name or information, and despite leaving my information for them to contact me, I have not heard from them)

I did involve by credit card company immediately after not being able to reach staff, as I felt that if they were this unprofessional, it would be likely they would also falsify charges ( which they unfortunately have)

I am a very competent driver, especially in snow conditions. I travel frequently to ski, have driven an AWD vehicle my whole adult life, and rent cars frequently. Never have I encountered such unprofessionalism, or lack of regard for a customer from a rental company.

I would appreciate this company be held accountable, give me a refund, and bill me for the actual fair amount.
They should honor the word of their," on call," staff member, especially since this staff member is the one who agreed and was responsible for the whole event . The business deserves to have professional, and knowledgeable employees representing them, especially to avoid placing another customer in a potentially dangerous and unrofessional situation like they did to me.

After my husband and I lost our cars in the flood, I rented a vehicle from Budget and Enterprise until we could get a new cars. Both companies do direct billing with my auto insurance company. My interaction with Budget has been a nightmare. Budget understood to bill my insurance company but have billed me unexplainable charges prior to billing my insurance. The Customer Service Reps promise things they don't deliver such as emails of proof my insurance paid them, which my insurance company has no record of. I have spent a tremendous amount on the phone and submitted a formal complaint with the company online and still no resolution.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]