Will never use Budget again!!

[gwynne]

While I do understand that every company has it's complaints, I will go the record as someone that has had very good dealings with Budget. BUT....I always book directly with them, I never use a third party. I want control over my reservations.

We don't ever book rental cars from third parties, either. We join the program, in this case, Fastbreak. We rent directly from Budget.
I believe these steps help get a reasonably nice car, right in line with what we paid for. It's always worked that way for us. We're happy with Budget.

I have no evidence, my opinion only, but we book directly with Budget (and any other rental car company-same way) just in case when they match cars to customers...maybe they look after their "own" customers first.

 

[Horace Horsecollar]

I would like to clarify that I expected a car from the class I booked, I wanted a compact car -- some people do, is it that hard to believe? We are 2 adults and a 2 year old. With 2 bags, and a backpack. I like driving small cars and have 2 as our family cars. My Nissan Versa Sedan has easily fit a 30 inch, 26 inch, 2x 19 inch suit cases and a Phil and Ted's stroller for road trips.

I guess there is no point stating this and budget was "right" and I am wrong but a 2 door hatch back Yaris or Mini Cooper has no trunk and no space for a suitcase. They are barely more than a smart car.

Daisy-J&D,

By booking the car class that you did, you MIGHT have received a Nissan Versa sedan similar to the one you have at home. Or you MIGHT have received different car in that car class, such as a 2-door Toyota Yaris hatchback. Or you MIGHT have been offered an upgrade to a higher-rate specialty car, such as a Mini Cooper. Or you MIGHT even have been upgraded to a so-called fullsize car, such as Toyota Camry.

In your case, you were offered the Yaris or the Mini Cooper to fulfill your reservation.

One time, when I booked a subcompact car with Hertz, they gave me a Lincoln Towncar because that's all they had at the time.

It must seem as if you're being beaten up in this thread. I'm sorry if that's how I'm coming off. You posted your car rental experience, and I think there are valuable lessons in that experience. Thank you for posting.

I just think that "never use Budget" is not the real lesson, even if that's the lesson you took from it.

 

[gmeh1]

Daisy-J&D,

By booking the car class that you did, you MIGHT have received a Nissan Versa sedan similar to the one you have at home. Or you MIGHT have received different car in that car class, such as a 2-door Toyota Yaris hatchback. Or you MIGHT have been offered an upgrade to a higher-rate specialty car, such as a Mini Cooper. Or you MIGHT even have been upgraded to a so-called fullsize car, such as Toyota Camry.

In your case, you were offered the Yaris or the Mini Cooper to fulfill your reservation.

One time, when I booked a subcompact car with Hertz, they gave me a Lincoln Towncar because that's all they had at the time.

It must seem as if you're being beaten up in this thread. I'm sorry if that's how I'm coming off. You posted your car rental experience, and I think there are valuable lessons in that experience. Thank you for posting.

I just think that "never use Budget" is not the real lesson, even if that's the lesson you took from it.

I agree totally with your post. I think the lesson here is "never book via hotwire or priceline and deal directly with the rental agency". At least you will have the option of complaining directly or seeing if another agency will price match you, which most will do.

 

[Lewisc]

I would like to clarify that I expected a car from the class I booked, I wanted a compact car -- some people do, is it that hard to believe? We are 2 adults and a 2 year old. With 2 bags, and a backpack. I like driving small cars and have 2 as our family cars. My Nissan Versa Sedan has easily fit a 30 inch, 26 inch, 2x 19 inch suit cases and a Phil and Ted's stroller for road trips.

I guess there is no point stating this and budget was "right" and I am wrong but a 2 door hatch back Yaris or Mini Cooper has no trunk and no space for a suitcase. They are barely more than a smart car.

Again, you didn't book with Budget. You booked with Hotwire.

Compact car

Nissan Versa, Toyota Yaris, or similar** Unlimited miles

4
1
2

is how Hotwire defines a compact car. Seats 4 with room for one suitcase and 2 smaller bags.

I don't think that car category, as defined by Hotwire, is suitable for a family. I think you made a mistake in not understanding that Hotwire offered a good rate by giving you a smaller car then you thought you were getting.

I don't think you can fairly criticize Budget for giving you the exact car size Hotwire promised you.

You have a complaint. Hotwire has a different definition of a compact car then you expected and smaller then what some rental companies use. Hotwire gave you a credit because of your confusion. You want to be cynical, Hotwire gave you a credit because you made an issue of their possibly deceptive classification of cars.

 

[mieuxmew]

Slightly off topic, but Hotwire was mentioned and OP got a $50 credit from Hotwire.

I have used Priceline and Hotwire many times before for both car reservations (always full size) and hotel reservations and never had a problem, until recently. The problem was not with a rental car, as OP, but a hotel.

I booked and paid 7 months in advance for a 4 star beach front resort hotel on Hilton Head Island this past July. We drove 14 hours, looking forward to the beach. When we arrived at 5 pm, we got a "sorry - we don't have a room for you." The hotel said it had some rooms go out of service and since we were
"Hotwire customers," we were unfortunately the chosen ones. No advanced warning given! Hotel said they had no way to contact us, since we booked with Hotwire. We had to scramble for accommodations with 2 small kids in tow and nearly every resort was sold out. NOT THE WAY TO START A VACATION! After 6 weeks and 3 phone calls, Hotwire agreed in writing to refund our money (which by the way we have not seen yet as Hotwire is too busy from the recent hurricane).

I will think very long and very hard before I book another reservation with Hotwire again. As someone said previously, you have very little control over your reservation (and your money). In most cases, all works out fine, but if the hotel or car rental company is in a situation where a customer needs to get the short end of the stick, the Hotwire customer seems to be the looser.

 

[goodferry]

We have never exactly had trouble with Hotwire, but I have noticed when staying in the same hotel, I get the very worst room when I book through Hotwire. It could be a coincidence, but I lean towards believing they do use the rooms they otherwise would not sell to a regular customer.

 

[OrangeCountyCommuter]

When you book with priceline and hotwire the vendor KNOWS your entire "Loyalty" is to your wallet. Nothing wrong with that, but to expect them to then respond to you like a "valuable" customer is not realistic.

They know that customers like this tend to be "outraged" only until the next deal!

 

[Lewisc]

I doubt any of this would have helped the PP...... Hotels overbook. Sometimes guests overstay. Sometimes conditions require a room be taken out of service. It's up to the hotel to "walk" the guest to another property. Taxi, cost of a phone call and even the cost of one night's lodging is typical compensation. The hotel could have contacted Hotwire. Hotwire has your complete contact information. It might not have helped but getting a manager and putting the responsibility on the hotel to find suitable accommodations would have been the thing to do. Suggest you'll be sleeping in the lobby if they can't do better.

To the OP. I'll sort of apologize. If the thread was a warning about Hotwire instead of Budget she'd have a point. Hotwire is classifying cars different then industry standards. People's reasonable expectations aren't being met. Offer a low rate then let the rental agency take the heat when the customer gets a car smaller then what the agency would typically assign and smaller then what the customer needs.

JMO but a family of 4 need to reserve a full size car with Hotwire, and maybe even with an agency. Cars agencies call compact won't always have enough trunk space.

 

[ccgirl]

Slightly off topic, but Hotwire was mentioned and OP got a $50 credit from Hotwire.

I have used Priceline and Hotwire many times before for both car reservations (always full size) and hotel reservations and never had a problem, until recently. The problem was not with a rental car, as OP, but a hotel.

I booked and paid 7 months in advance for a 4 star beach front resort hotel on Hilton Head Island this past July. We drove 14 hours, looking forward to the beach. When we arrived at 5 pm, we got a "sorry - we don't have a room for you." The hotel said it had some rooms go out of service and since we were
"Hotwire customers," we were unfortunately the chosen ones. No advanced warning given! Hotel said they had no way to contact us, since we booked with Hotwire. We had to scramble for accommodations with 2 small kids in tow and nearly every resort was sold out. NOT THE WAY TO START A VACATION! After 6 weeks and 3 phone calls, Hotwire agreed in writing to refund our money (which by the way we have not seen yet as Hotwire is too busy from the recent hurricane).

I will think very long and very hard before I book another reservation with Hotwire again. As someone said previously, you have very little control over your reservation (and your money). In most cases, all works out fine, but if the hotel or car rental company is in a situation where a customer needs to get the short end of the stick, the Hotwire customer seems to be the looser.

Great points made here. I think the OP was lucky to get any money at all from Hotwire since they received exactly what they booked.

 

[keishashadow]

I think you're partially right and this is where my problem is coming from because now that I compare Hotwire to Budget their car classes and examples of types of cars are completely different. I went back to my booking and I chose economy which I see is the Hotwire class that is similar to "Hyundai Accent and Chevy Aveo", of which I've driven both and I am ok with. The Compact class listed Toyota Yaris which I know I would have purposely avoided since I know that car would be too small for luggage.

I'm still totally turned off budget. I called both Budget and Hotwire this morning to tell them I was unhappy with being offered the Mini Cooper 2 door/Yaris 2 door hatch stating it would not fit the luggage without the seat being dropped down and therefore making it impossible for a carseat to be installed. Hotwire gave me $50 and Budget repeated over and over that I got what I paid for selecting the "cheapest car" <-- their exact words. I have never been so aggressively treated at a rental car agency.

Edited to add: I also see that Hotwire listed Nissan Versa and Toyota Yaris together as Compact Car examples but Budget, when I asked about the Nissan Versa since that is my primary at home car said it is classified as a mid-size!!! Hmmm... not sure about that being a mid-size.

congratulations on getting the $50 from Hotwire, very rare. I'd take it and run and chalk it up to a learning experience.Suggest you make sure to book a mid-size in the future.

if budget didn't have the car class that you booked they most likely would've upgraded you if you didn't book thru hotwire. I've had confirmed hotwire reservations for hotel rooms, arrived and told the hotel didn't have a room for us. However, the hotel did find us another (better!) accommodation and our costs were refunded as well as received some additional gimmies.

re classes of cars, i was stuck with only cars on Alamo's mid-size lot several years ago on President's Day weekend being PT cruisers which have the smallest trunk i've ever seen. My kids had to sit on the suitcases...we received a small refund on our reservation but still was a dangerous situation.

 

[Daisy-J&D]

After all of this I will NEVER use hotwire to rent a car again. Unfortunately for Budget I'll never use them again either. Maybe ALL car rental agencies are to blame for this but I think it is obvious they are pushing very small cars with no trunk space (hatch instead of trunk) to FORCE their customers to upgrade. Even my paid for upgrade to mid-size ended up being a hatchback. He really wanted me in a fullsize.

We drive a compact on a daily basis at home and it's really not that bad. For just the 3 of us with only 2 suitcases, and one of us being 2 years old, barely fitting in a midsize is BS.

 

[Lewisc]

After all of this I will NEVER use hotwire to rent a car again. Unfortunately for Budget I'll never use them again either. Maybe ALL car rental agencies are to blame for this but I think it is obvious they are pushing very small cars with no trunk space (hatch instead of trunk) to FORCE their customers to upgrade. Even my paid for upgrade to mid-size ended up being a hatchback. He really wanted me in a fullsize.

We drive a compact on a daily basis at home and it's really not that bad. For just the 3 of us with only 2 suitcases, and one of us being 2 years old, barely fitting in a midsize is BS.

We're responsible. We book low rates. We then look to rebook every time we can save a dollar. Use services like PL and Hotwire. I can't really blame the agencies for deciding to offer cars commiserate with what we're willing to pay.

What it really means is car classes like economy and compact are geared to couples and maybe a family of 3 who can stack extra luggage on the back seat.

Families of 4 need to book a full size car. Families of 5 and 6 have to hunt.

Your post is an example of a family, in your case unintentionally, booking car smaller then you needed and being forced to pay for an upgrade.

 

[Greysword]

I would like to add that the value of presenting a "frequent flyer" card is indispensable in these situations, even if it is at the lowest rung (i.e. just signed up, rarely used, etc).

It shows the company (and their agents) that we aren't just the typical Orlando "fly-by-night" customer; rather, we have a bit of an investment in their company. In addition, it gives the impression that the card holder is likely to be a bit more informed. As such, it makes it much easier to trade, if that is needed, and get upgraded if desired.

I have had many overly positive interactions with rental agencies (including Budget) during irregular situations, likely due to being a member of their frequent renter club (even though I had fewer rentals). It made me stand out in the crowd, and I think the agents simply followed their training with regards to general treatment of very frequent renters, despite my low status.

On another note if you see a low price on an online site, it is likely you can get it matched on the provider's website or by calling their reservation desk. They would much rather provide you with the price listed to avoid paying the commission to the online provider.

 

[Lewisc]

I would like to add that the value of presenting a "frequent flyer" card is indispensable in these situations, even if it is at the lowest rung (i.e. just signed up, rarely used, etc).

It shows the company (and their agents) that we aren't just the typical Orlando "fly-by-night" customer; rather, we have a bit of an investment in their company. In addition, it gives the impression that the card holder is likely to be a bit more informed. As such, it makes it much easier to trade, if that is needed, and get upgraded if desired.

I have had many overly positive interactions with rental agencies (including Budget) during irregular situations, likely due to being a member of their frequent renter club (even though I had fewer rentals). It made me stand out in the crowd, and I think the agents simply followed their training with regards to general treatment of very frequent renters, despite my low status.

On another note if you see a low price on an online site, it is likely you can get it matched on the provider's website or by calling their reservation desk. They would much rather provide you with the price listed to avoid paying the commission to the online provider.

I think your comments are generally helpful but probably not with respect with a booking made on an opaque booking site such as Hotwire or PL. Those customers have told the vendor price is the most important factor. Both Hotwire and PL make a point of saying miles/points aren't credit on those purchases. Likewise a vendor puts rental cars, hotel rooms and rarely airline tickets on places like Hotwire and PL so they won't have to match those prices to customers who book direct.

 

[gmeh1]

After all of this I will NEVER use hotwire to rent a car again. Unfortunately for Budget I'll never use them again either. Maybe ALL car rental agencies are to blame for this but I think it is obvious they are pushing very small cars with no trunk space (hatch instead of trunk) to FORCE their customers to upgrade. Even my paid for upgrade to mid-size ended up being a hatchback. He really wanted me in a fullsize.

We drive a compact on a daily basis at home and it's really not that bad. For just the 3 of us with only 2 suitcases, and one of us being 2 years old, barely fitting in a midsize is BS.

The rental companies do not build the cars, that is the way economy and compact cars are being built these days. Midsize cars, for the most part, have full trunis and very very few are hatchbacks. I think rather than blame the rental car companies, you need to educate yourself on the different classes of cars and what the capacities of them are.

 

[maxiesmom]

So if I have this right you rented a car that was pretty much the bottom of the barrel size wise, and are mad because it was pretty much the bottom of the barrel?

It sounds like you made the mistake, not that you were mislead by either Hotwire or Budget. It sounds like you didn't really understand what size car you were getting, which is not either of their faults.

I'm looking at Hotwire right now. And it does state that they do not guarantee make or model. And on Budget the second cheapest car shows it will hold 2 small suitcases or 1 large one. Both sites clearly state you may get a 2 door car for that price. Honestly, I think you tried to rent a car that was too small but had an attractive price, and then were stuck with it. Again, not either Hotwire or Budget's fault.

 

[goofy4tink]

After all of this I will NEVER use hotwire to rent a car again. Unfortunately for Budget I'll never use them again either. Maybe ALL car rental agencies are to blame for this but I think it is obvious they are pushing very small cars with no trunk space (hatch instead of trunk) to FORCE their customers to upgrade. Even my paid for upgrade to mid-size ended up being a hatchback. He really wanted me in a fullsize.

We drive a compact on a daily basis at home and it's really not that bad. For just the 3 of us with only 2 suitcases, and one of us being 2 years old, barely fitting in a midsize is BS.

I have to say that when we rent from Budget, we always request a compact car....it's three of us, all adult size, and usually have 2 checked bags as well as 3 sizable carryon bags. We usually get a Focus....which fits us very nicely.

 

[Horace Horsecollar]

So if I have this right you rented a car that was pretty much the bottom of the barrel size wise, and are mad because it was pretty much the bottom of the barrel?

That's not exactly right. Allow me to defend the OP, even though I disagree with the OP's conclusion.

The OP used Hotwire to book "one level up from the lowest car class." The bottom size is Economy ("Chevy Aveo, Hyundai Accent, or similar**" according to Hotwire). The next size up, which the OP booked, is Compact ("Nissan Versa, Toyota Yaris, or similar**" according to Hotwire). According to the "**" footnote, "The makes/models shown are examples only. We are unable to guarantee a specific make/model. Actual makes/models are subject to availability and vary by supplier."

The OP would have been very happy with a 4-door Nissan Versa sedan or a 4-door Toyota Yaris sedan. The OP would would also have been satisfied with another car that had enough room for 2 adults, a young child in a carseat, and a modest amount of vacation luggage. The OP likes Compact cars.

Instead, Budget assigned a 2-door Yaris hatchback, which is a smaller type of Yaris. The OP was surprised and disappointed.

Yes, it's a Toyota Yaris, which is one of the Hotwire's examples. And Budget's own description of a Compact includes that it can be a 2-door or 4-door. (Even Budget's Full-size and Premium cars can be a 2-door or 4-door.) Technically, Budget lived up their end of the deal.

However, a 2-door Toyota Yaris hatchback really is similar to the Economy models that Hotwire listed. The Budget counter then offered a Mini Cooper, which, although technically an upgrade, was just as impractical for the OP as the 2-door Yaris hatchback.

So the question is... Was the OP assigned a Compact car or an Economy car by Budget?

The OP had to pay more to get an adequate car, and even it was a hatchback, not a sedan. The OP didn't like the way that Budget dealt with the situation. That's why the title of the thread is "Will never use Budget again!!"

I pointed out that the same thing could have happened with other car rental companies too.

I normally book larger cars as rentals than we drive at home.