(12/27/24)
I had a terrible experience with Budget at the Pasco Airport location. When we picked up our rental car at 5:05 PM on December 26, 2024, we specifically asked the agent multiple times if we could return it at 5:00 PM the next day at the Walla Walla Airport to match the 24-hour rental period. The agent assured us repeatedly that it was fine and refused to adjust the agreement, even when we asked her to.
We followed her instructions and arrived at the Walla Walla Airport at 5:00 PM to return the car, only to find the office closed. After four stressful phone calls with different support agents, we finally resolved the situation by dropping the keys in the dropbox and parking the car with the other vehicles.
Despite all this, we were wrongly charged for two days, a late return fee, and a fuel charge--even though we filled up the tank before dropping it off. On top of that, my $250 deposit is still missing.
A third support agent we spoke with later apologized for the original agent's mistake and promised to adjust the booking, but the charges remain. This entire situation was caused by poor communication and lack of accountability from their staff.
I strongly do not recommend Budget at these locations. Save yourself the stress and go elsewhere!
UPDATE 12/30/24:
Still No Refund and Missing Deposit
Following my initial review, I wanted to provide an update on this situation.
Despite spending six hours on the phone with four different agents over two days, I was promised refunds for the extra day and late fee we were wrongly charged--yet I've seen no refunds processed and my $250 deposit is still missing. (Please note I was assured it would be processed by today over the phone -- yet the same false charges were processed despite this)
To recap:
* We were charged $236.90 USD despite only having the car for less than 24 hours at a rate of $41.99 per day and paying $85.36 for cover and insurance.
* We followed the agent's instructions to drop the car off at 5:00 PM, but we were still hit with a $20 late fee even though the office was closed when we arrived.
* After several agents assured us the issue was fixed and refunds were being processed, nothing has happened--no refund, no deposit returned, and no response to any of my emails.
I cannot emphasize enough how unprofessional and stressful this experience has been. It's unacceptable to keep customers in the dark after promising resolutions.
Avoid Budget at all costs--I wouldn't wish this hassle on anyone. read more
