This seems long but we had so many issues. Any suggestions
Customer Service Management
Avis Budget Group, LLC
6 Sylvan Way
Parsippany, NJ 07054 U.S.
On October 13, 2007 I rented a vehicle from the Budget Rent a Car office at the Orlando International Airport (MCO). My RapidRez Number is _____. Upon arriving at the kiosk I had to wait in line for over 20 minutes as it seemed the person working the counter had no idea what they were doing. He was neither efficient, or helpful in regards to working with the current client he had, this did not change when I finally approached the counter. I gave him my RapidRez card along with my drivers license and confirmation sheet promptly. Here are the following problems:
Although my confirmation clearly stated I arranged to rent a standard 4 door automatic car your employee offered me a hard top Mustang. This is not what I reserved and considering we were traveling with a small child it would have been impratical.
He then asked me if I wanted the fuel purchase option. I said yes when handing me the receipt the amount was almost $100.00 more then my confirmation said it would be. When I inquired as to why he said it was the fuel purchase option. If I would have been informed about the additional charge I would have turned down the offer. I then proceeded to have to wait 10 minutes while he redid everything again without the fuel option.
I was directed as to where to get my toddler seat, and where my car was. When I retrieved the first seat it was broken. So I went back and got another seat this one had no safety latches. I then got a third seat and realized this had no safety latches either. Why does your company remove the safety latches from their car seats? These safety latches is what allows you to put the car seats in correctly and holds the car seats in place.
My husband and I struggled to put the car seat in as is but could not get the seatbelt to secure tight enough as to be safe. When I asked your employee for assistance I was told due to liability reasons he could not. When I asked to speak to his supervisor as I was beyond fed up he said he would get them.
After 45 minutes we were finally able to install the car seat adequately although not as securely as we would like. We were at the center in front of your employees for over an hour. Not once did I see their supervisor or talk to them. When I asked for a name and phone number I was given the general 1-800 number.
Due to the lack of response from the supervisor I have to conclude they were never contacted or they are just as inept as the employee we had to deal with.
I am highly disappointed in the level of service that I received as well as the fact that your company removes safety equipment from their car seats. I travel to Orlando twice a year, and will no longer be using or recommending Budget Rent A Car to my friends, family, or on my website.
I hope this complaint letter will be taken seriously and that your company will do what is necessary to improve upon not only your customer care, but the quality of your toddler seats, as a childs safety should be your #1 priority.