Hello Tuggers-
On a 1/30/16 arrival at OGG airport in Maui we had a Budget rental reserved through Costco Travel. When the shuttle bus dropped us at the rental office (approx. 5:15pm) we observed nearly 200 people waiting outside the facility. They were giving out numbers in order to service the customers. The number I received when compared to the number being served at the time showed that I had 92 others in front of me. We were told that it would be a 45 minute wait. The true of the matter was that once you were inside the facility it was a 45 minute wait. People who we talked with outside the facility indicated that they had been waiting for between 2 and 3 hours. Our rental was completed at 8pm that evening, 2 3/4 hours after arriving.
We spoke with customers returning vehicles that indicated they had experienced similar excessive delays the prior week when picking up their cars.
This past weekend when we returned our car we again saw many, many people waiting outside the facility waiting nearly 2 hours to get a car rental.
This facility and this company has a very broken system when it comes to handling customers and the ability to process their rentals in a timely manner. No one should be waiting this long for a car rental to be processed. This facility was severely understaffed and the Customer Service Manager showed no concern whatsoever regarding the inconveniences that her facility was creating for their customers.
When my wife returned to work this week she shared this information with a co-worker who then told her that her son-in-law have recently experienced a 4 1/2 hour delay to get a car in LAX.
We are sending a complaint letter to the CEO of Budget along with a copy to Costco Travel outlining the horrendous service that we received. I think it will most likely result in little or no action but we feel compelled to do so.
I would seriously urge any Tuggers to reconsider any upcoming rentals or future travel arrangement in which you will be dealing with Budget Rent a Car. You are likely to be in for a lengthy delay and much frustration. Perhaps if enough of us frequent travelers share our experiences and together avoid future rentals through their company we can send a strong message about their deplorable operations and customer service.
On a 1/30/16 arrival at OGG airport in Maui we had a Budget rental reserved through Costco Travel. When the shuttle bus dropped us at the rental office (approx. 5:15pm) we observed nearly 200 people waiting outside the facility. They were giving out numbers in order to service the customers. The number I received when compared to the number being served at the time showed that I had 92 others in front of me. We were told that it would be a 45 minute wait. The true of the matter was that once you were inside the facility it was a 45 minute wait. People who we talked with outside the facility indicated that they had been waiting for between 2 and 3 hours. Our rental was completed at 8pm that evening, 2 3/4 hours after arriving.
We spoke with customers returning vehicles that indicated they had experienced similar excessive delays the prior week when picking up their cars.
This past weekend when we returned our car we again saw many, many people waiting outside the facility waiting nearly 2 hours to get a car rental.
This facility and this company has a very broken system when it comes to handling customers and the ability to process their rentals in a timely manner. No one should be waiting this long for a car rental to be processed. This facility was severely understaffed and the Customer Service Manager showed no concern whatsoever regarding the inconveniences that her facility was creating for their customers.
When my wife returned to work this week she shared this information with a co-worker who then told her that her son-in-law have recently experienced a 4 1/2 hour delay to get a car in LAX.
We are sending a complaint letter to the CEO of Budget along with a copy to Costco Travel outlining the horrendous service that we received. I think it will most likely result in little or no action but we feel compelled to do so.
I would seriously urge any Tuggers to reconsider any upcoming rentals or future travel arrangement in which you will be dealing with Budget Rent a Car. You are likely to be in for a lengthy delay and much frustration. Perhaps if enough of us frequent travelers share our experiences and together avoid future rentals through their company we can send a strong message about their deplorable operations and customer service.
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