Choose another rental company! This happened a while back but I wanted to share my story. I had never had such an unpleasant experience with any member of the service industry than I did with the lady Sheila at the front desk. Incredibly rude woman who is as UNHELPFUL as possible. They had a faulty credit card reader that rejected my friends credit card (the card works perfectly fine). She then refused to try running it again. Forcing her to call me at my house to come to the airport and provide another credit card. This is something Sheila refused to accept over the phone. Once I finally arrive she proceeds to now be very rude to me and stating over and over how I will be the only one allowed to drive the car. I got it lady, I am not an idiot. Then goes "Okay we have to bill you as a walk up since your name is not on the reservation." At this point I almost lost it. The man "Michael" who was working with her proceeded to tell her all she had to do was edit the name on the reservation. Fast forward to her taking my credit card and she then tells me MY credit card was rejected. I unkindly told her to run it again (which she did this time) and it went through just fine. She is known for being extremely rude and the garage attendant knew exactly who we were talking about when we told him we had a very unpleasant time inside. We needed his help because Sheila chose to give us a crummy car with no key fab and we couldn't find the car in the garage. read more

Just as everyone else says, takes your business elsewhere if you want to avoid a headache during travel. Went to pick up my rental and got denied -- rental was already prepaid. Keep in mind the hold you need on your credit card as well, the price of the rental plus $200. They don't really want to accept debits as well. Best if you have a credit card with the total of your rental x2 and $200. read more

I wish I could give them a zero. Our recent experience with Budget Car Rental was both frustrating and disheartening, highlighting a severe lack of empathy and professionalism. What should have been a straightforward lost-and-found inquiry turned into a disappointing ordeal due to the indifference we encountered. What Happened: After returning our rental car on Monday, 10/14 at 7 PM, we realized the next morning that we'd left personal items in the vehicle. We immediately contacted Budget's customer service while my wife headed to the location. The representative advised us to fill out a lost-and-found report on Budget's website and visit in person, where staff could review the report and look for our items. The In-Person Experience: My wife arrived within hours of returning the car, hoping to quickly recover our belongings. The car was still on site, untouched by the cleaning crew or any new renter, so we were optimistic. However, she was met with a dismissive attitude from both the manager and the staff, who made no real attempt to help. The manager's only suggestion was to file a police report--an option he knew would be ineffective without detailed evidence, especially for a typical family on vacation. Later, I followed up in person, presenting our itinerary, reservation, and report numbers to a staff member, who sat with her arms folded, reflecting the same indifference. When I asked her to check lost and found, she phoned the manager and remarked, "Now the husband of that woman who came earlier is here," before telling me, "There's nothing I can do." No one made any attempt to help. The Disturbing Discovery: Again, the car hadn't been sent to their 3rd party cleaners or rented out, leaving us with troubling questions about what might have happened between our drop-off and return. It felt as if either the staff wasn't being transparent or they simply didn't care. Where Budget Went Wrong: While we take responsibility for forgetting items, Budget's complete lack of care and accountability made the situation worse. The manager's suggestion to file a police report felt more like a brush-off than a genuine attempt to help. We didn't expect miracles--just transparency and a simple effort to follow Budget's own lost-and-found procedures, which should have led to a search or at least an inquiry. Instead, we were stonewalled at every turn. Final Thoughts: As a service manager myself, I'm particularly surprised that the Budget manager wasn't more concerned about his team's mishandling of the lost-and-found process. The dismissive attitude and lack of effort to assist left us with a strong feeling of unease. Customer care and accountability should be priorities, and the indifference we experienced only made us feel less confident in Budget's commitment to its customers. While our family weekend in New Jersey was wonderful, this issue has completely overshadowed those memories. Whenever we look back on this vacation, Budget will be the one blemish on an otherwise excellent family vacation. It's hard not to wonder if this indifference reflects bigger issues within the team or their approach to customer service. I can't recommend Budget to anyone who values even a basic level of customer service. If you do choose to rent from them, double-check your vehicle before returning it--because if something is left behind, you're on your own. read more

This might be the second review I've left in my life...and I wish we could give zero stars. We rented a car at Orlando International Airport for a week. We picked up the car around midnight after our flight was delayed and the first thing we all noticed upon getting in the car was that it reeked of cigarette smoke. And it didn't seem the cleanest but it was late and dark and we wanted to get to the hotel. The next morning when we went to drive there was sticky stuff everywhere. It looked like kids had smeared ice cream all over the back doors and windows. On the center console there was something that looked like a smeared booger. It was gross and still reeked of smoke. When I had time later that day I called customer service and they assured me we'd get a replacement car that was nicer. I drove back to the airport, the guy who helped me was annoyed and when I walked to the replacement car at first glance it seemed ok. Had a couple dings in the driver side but the inside didn't smell as bad as the other car and it seemed cleaner. It wasn't as nice of a model as the SUV we'd been given the night before so that was a little annoying but when I looked back at the outdoor stand where I'd been helped there was a huge line and I needed to get back to the basketball tourney we were there for our son to play in. I stopped at a grocery store on the way back and when I walked around to the back and other side of the car, there were scratches and a long scrape down the right side, dings all over the back side. I immediately got back in and called customer service. They assured me they would make a note and that the bill would be adjusted upon the car being returned for all of the inconvenience and the cars not being up to the expected quality. I didn't honestly want to spend anymore time going back to exchange so we kept this car that was a little cleaner but damaged. When we returned the car we'd gotten gas just before and returned it with a full tank like you're supposed to. I tried to talk to three different employees about handling our poor experience. They directed me to a manager who was unavailable and I was told she would call me. No one called. A few days later I got the receipt and it was for more than I was expecting bc they had charged us for fuel. No adjustment. I just got off the phone with them...they reluctantly took off the fuel after I said I had the receipt from getting gas that morning and gave an adjustment if one day of the rental which is basically nothing...40$. Really? What poor customer service after an all around horrible experience. As someone who traveled for work and used Hertz constantly, I was accustomed to good service and clean cars, and I guess you do get what you pay for but even still the experience and hassle with Budget was horrible. DO NOT RENT FROM THEM. The only reason we did was bc of a deal southwest was running to get extra points and I'd canceled another reservation to take advantage, won't make that mistake again!!! read more

staff member yelled at me with his heavy accent for not knowing where i was traveling too i'm a minor and i wasn't the one that booked the ticket (there idiots) read more

We rented a car through the avis-budget group at the Rochester International Airport and it was not a good experience. The SUV they rented to us reeeeeeeeeeeeeeked of body order from the moment we got into the vehicle and lingered all 5 days which was pretty unbearable driving over 800 miles. The SUV also had a crack in its windshield that we noticed the morning we left for our vacation after picking up the SUV. Fortunately we took pictures of the cracked windshield and notified the staff when we got back., we would have otherwise done it that morning and drove back to the airport but we were on a tight schedule. Oddly it seemed they knew about the cracked windshield because when I took it back I said I wanted to show them the windshield and they responded "oh for the crack?" and I said yes I want to show you guys that we did not make the crack, in fact we took pictures. And they said they needed to see pictures within the 24 hours I first rented the car or else they'll charge my insurance. I'm thinking to myself ... you already know about the crack apparently, do you keep charging customers for this cracked windshield and not fixing it so you can charge the next person?? Fortunately our pictures were within 24 hours so we did not get charged........that we know of. Terrible experience, I will take our business elsewhere. read more

I have rented a car for the past 3 years from Budget at the Rochester airport several times/ year when visiting my daughter in college, moving her in and out of school. I give them a ZERO for customer service. The people at the counter in the airport are professional and helpful. Howver, the last person I dealt with in the garage when picking up the rental car was rude and nasty. The SUV I rented had the second row seats halfway up, and the cargo area was unaccessible. I politely asked for assistance. The man was nasty rude and barely helped me put the back down so I could place my luggage in the Cargo area. The last time I returned the car, I had an early flight 5:30 am. I returned the car at 4:00am, and there was not a human being to check out the car. I always return the car with a full tank. I didn't realize this would be a problem. I was appalled to receive a FRAUDULENT charge on my credit card for $72.85 for gas fill up. Their customer service is horrific and I will look to rent elsewhere. I've wasted an exorbitant amount of time attempting to resolve this issue. What's shocking is that I was told that often this happens when you return a rental car without having a person physically check it in. I'm disappointed and frustrated with Budget. I've never given a negative review, but this one is warranted. Very poor customer service. Shame on Budget for fraudulently charging your loyal customers. read more

I should have just bought a baby seat instead. 0 for customer service and -1 for quality. 1. I called ahead of time to confirm we would get an all wheel drive car, all they could say on the phone was that they would put in a request. Upon arrival big surprise we only got a front wheel drive car AND I would have to upgrade for a 4 wheel, while they could have said that on the phone when I made my reservation a MONTH in advance. 2. We requested a car seat, first they brought us toddler seat instead of an infant seat. Then we had to wait further in December weather for an infant seat, when they finally brought it, there was no infant head rest/insert, no instruction manual, no help for liability, just here figure it out. All while we have a screaming hungry and cold baby in the parking lot. 3. The car suspiciously smelled like smoke but there was an overwhelming cleaner smell so we thought it's probably just the chemicals once we got to our destination and the cleaner aerosols or what ever they used wore off, it was definitely disguising cigarette smoke.. the car still stinks of smoke 4 days later. 4. Have since borrowed a relative's car and the rental is just sitting in the driveway. WILL NEVER EVER USE BUDGET AGAIN, national, Avis, Enterprise and Herz are all better options. read more

Bait and switch tactic. Reserved a compact car. None available when I arrived. Was only offered an "upgraded" truck for no extra charge, or the option to pay another $15 a day to get a smaller car! A truck is not an upgrade at all. No trunk for luggage, very hard to get in for my elderly mother, and crappy gas mileage. They had more appropriate, smaller vehicles they could have given us but refused unless more was paid. Should have been given what I reserved or given something similar, not a huge truck with no space for luggage and is unsafe for seniors. Should have also been given a discount to offset the cost of of gas due to poor mileage. Horrible customer service. Will never use again. Would have gone with a different company but because it was on the spot the costs would have been double. read more

I reserved a car online. They had no problem taking my money. I get to the airport to pickup my rental and the lady at the desk was rude and nasty right out of the gate. She tells me they can't accept my bank card and basically threw it back to me. I asked why not? She said because it says debit on it. I said we'll its a bank card. She then tells me it's in the terms and conditions. So I read it out aloud to her. Where it says they can accept it if it says visa or Mastercard on it. She then picks another reason off the list of where they would accept it. She says and I quote, "you would have to have proof that your flying out". If I was flying out I wouldn't need a rental. Its been a week and a half and I still haven't gotten my refund....bad business all around. Would not recommend read more

Budget scammed me for my money. The rep took my card info over the phone and set everything up without telling me if prepaid that I wouldn't be able to get my money back if I turned the car in early. I specifically asked the question and he didn't answer. I went to the counter and asked again they just continued with the reservation without answering the question so I thought I was good. Then I called to see if I could return it and vet a refund they said I had to go to the desk. I go to the desk they tell me I have to call reservations. Reservations tells me if the manager calls and notes it I can get a refund. I go back to the counter they tried to note it close it out and tell me to call.customer service to get my money back. I said are you sure? They were like it shouldn't be a problem. I said nah I don't trust it. I'm keeping the car can ill call back tomorrow and call with a manager. I come back to call with a manager he tried to close and I said no hold on ima call customer service. I call explain the story and they tried to tell me the manager has to do it at which point the manager says he can't do it either. At which point they go there are only some exceptions. Which are accidents and such. So I asked so everybody lying to me and making me waste my time is not an exception. Worst horrible service experience in my life. Everyone lied to me or didn't know what I was talking about. Had I been clearly told from the start the situation this would not have happened. Instead I was jerked around. Will never do business with budget/avis again. I will be posting this everywhere. read more

If I could give zero stars I would. Have been having an issue with Budget Rental Car for the past 8 months. I prepaid for a rental car 11/21 and was charged for that and paid that price. The next month I noticed that I was charged for a 2nd car which I did not pick up and never rented. It is at least a 45 minute wait before you can talk anyone at Budget rental car. I spoke with at least three different people who said they could correct the problem "that day" but the charge is still not off my credit card. So, am now getting charged interest for the car that was never rented and never picked up. I am appealing with the credit card company the 2nd time. If that fails. then will proceed with the attorney general. The 2nd car charge is for around $1200. Avoid Budget rental car if you can. read more

Do not get the the mystery car because it is a gas guzzler ,gigantic van.Budget Car Rental would not compromise !on making this right .Budge Car Rental fought me the exchange on a smaller vehicle . Budge Car Rental !stick you with SUV and charge you an extra $24 a day which adds up after eight days . Plus they stick you with countless charges that added up to your car rental cost . I classify budget car rental is chintzy car sales man who cheats you out of your money with bait and switch tactics . Beware ! read more

First and last time I will ever use Budget Rent a Car again! The most subversive and deceitful business practices. I booked an economy car for a business trip last week. When I arrived on location, the agent told me that they were going to give me a Ford Fiesta, but pushed really hard for me to upgrade to a Doge Ram because the weather conditions were dangerous. I asked how much the price for the Doge Ram would be and he replied "$42 per day." I then said "compared to the $37 for the Fiesta?" and he confirmed. For a $5 per day difference for safety I agreed. When I returned the car and got back home I finally had time to review my receipt. They charged $42 ADDITIONAL per day on top of the 37, so a total of $81 DOLLARS PER DAY!. With taxes I payed $100 per day, and road conditions were not even that bad. I tried to get them to refund me, but they refused. So they managed to sneakily get away with charging me double what I was expecting, but they have forever lost my business. I hope they lose yours too. read more

If I could leave this with NO stars, I would! Traveled to east coast due to death in the family and already stressed. PREPAID for air and auto rental. Flight arrived a little late and when I got to Budget sign said to go to Avis. Went to Avis and the person there ABSOLUTELY REFUSED to rent me a car; said he was closed and going home. Explained I was 2500 miles from home and he still said "come back in morning; I didn't have flight info". Well, seems Budget would have had flight info and provided that. In the time he argued with me, he could have done the paperwork on the car. On top of all this, he said NO CREDIT even though I didn't get the car when I was supposed to. Had to make arrangements to get picked up from an elderly relative and nobody was too happy about it all. Then, when returned the car, the same crotchety old man said I was going to be charged for a 1/2 gallon if gas. I had JUST filled up and the gauge was showing over-full. I was able to get that forgiven but after all the times we have rented with Budget; this will be the LAST time and NEVER to Avis (they have always been too expensive). ZERO customer service; ZERO human empathy, ZERO concern about wanting to do a good job .....SHAME ON YOU!!! read more

I picked up a Nissan Altima at the Rochester airport on 8/18/18. Nice car, good gas mileage, but the navigation "system" was totally unacceptable. It was a cell phone which only had a connection for about 60% of our itinerary. There was no connection on the shore of Sodus Bay off Lake Ontario, nor on the state highways nearby, although that is a vacation area for New Yorkers. No connection south of there until the top of a ridge in the middle of the village of Cato, where two state highways cross. Good connection from there to Syracuse and for about an hour east of Syracuse on the Thruway, then spotty connection, then no connection going thru Adirondack Park. No connection at Lake George or Ticonderoga, although that is a resort area. No connection west of Ticonderoga to the interstate highway. None on the highway, either, until we approached Saratoga Springs. Then finally we had connection on a state highway making a shortcut to the Thruway and on the Thruway back to Rochester. Budget should have supplied a GPS-based navigator that works everywhere, not a cell phone with coverage limited to densely populated or heavily traveled areas. If I hadn't brought a AAA paper road map with me, we'd have been totally lost. read more