| rev:text
| - When I checked into the Phoenix Budget area and waited about 20 minutes for my number to be called, the agent performed a number of intimidation tactics that I have not seen since the 1980's.
a. He tried to pressure me to buy Budget-issued protection plans. When I stated that I had sufficient coverage and declined, he rambled on about costs of down-time should the vehicle be damaged.
b. Next, he tried to imply that the compact or sub-compact that I had reserved would be inadequate for my needs, even though I was the only person who would be in the car and my luggage consisted of a carry-on case, a backpack and a laptop computer in a case.
c. He next stated that there would be a delay in moving a compact or sub-compact to the site. He suggested that I upgrade to an available SUV at an additional cost. I replied that if he did not have the class of vehicle that I reserved, there should be no additional cost for a larger vehicle.
d. He next asked if I would be willing to rent a "mini-van," something that I agreed to. We completed the paperwork and and went down to the assigned staff. Personnel in the car area gave me inaccurate advice on the location of the "F row." The van was immense: possibly suitable for twelve passengers.
e. I went back upstairs and the rental agent and I debated abut the meaning of "mini." I stated that I needed the class of vehicle that I had reserved. He again stated that there would be a delay, although I had seen a reasonable number of small cars in the rows A and B.
f. While waiting, I eavesdropped on another agent running a similar pitch by two customers who had also reserved a compact or sub-compact vehicle. He rambled the same "inadequacy" talk, trying to get them to "upgrade" at additional cost to a mid-size vehicle. He even asked what they drove. And when they replied, "Honda Civic," he had the audacity to state that a Honda Civic is a "mid-size" car. They stood their ground and he found them a compact vehicle. While this was going on, I asked the agent "serving" me why he couldn't find an appropriate vehicle for me. He stated the my booking via Priceline.com put me at a lower level of service.
g. I just leaned on my backpack and stared at him, setting my stopwatch and deciding to see ask for a manager after 15 minute of waiting.
h. At about 10 minutes, he "struck gold." I though I would get a compact or sub-compact, but actually the vehicle was a Mazda mini-van that had been near the monster van all along. I though about refusing this one also, but needed to get to my lodging, have some dinner, and get some sleep.
I have had good experiences with Budget Rent-a-Car in the past, but what happened was appalling. I don't even totally blame the agent. He was probably doing what he was trained to do: screw the customer.
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