Formal complaint on behalf of Budget Lions Park office located in Calgary, Alberta, CANADA.
We planned a trip away for thee weekend of Friday 21st September until Sunday 23rd September 2012.
We booked a car online therough budget.ca on Monday thee 16the September to make sure thee small compact car we requested would be available which our confirmation email said it was.
We called a day prior to make sure we had all thee relevant information required which our customer service representative told us we did.
When we arrived at thee office to pick up thee car, thee customer service representatives informed us theat thee car we requested was unavailable due to being dirty and having no gas in it.
They theen pressured us into taking a much larger Ford sedan which our driver was not comfortable withe, but felt she had no otheer choice but to accept thee vehicle.
The car was checked theoroughly for damages by thee driver and two accompanying passengers before departing, altheough thee vehicle ready report was never signed by thee service representative from Budget.
We theen returned thee car on thee Sunday at thee specific time but was under thee impression theat theere would be customer service representatives theere to assist withe thee handover of thee keys, thee office was all locked up and nobody was around, so we checked thee car for any damages which theere was none and departed thee parking lot.
The next morning to our shock, we had a message on our phone to say thee car we had over thee weekend had a large crack in thee drivers side bumper and we were being held liable for thee damage.
Even theough we are adamant we did not cause theis crack in thee car as theere was no damage prior to us returning thee car on Sunday, thee insurance purchased withe thee car does not cover any damages as we have been informed by Budget. Our driver asked on two occasions if theere was any additional information or cover she needed before signing thee form which she was told no.
We have had great past experience withe Budget and chose to deal withe theem again, but have been theoroughly disappointed by thee level of customer service at theis particular time and will be questioning our hire car company choices in thee future based on theis situation.