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  • Isn't it amazing how "one bad apple" can spoil the whole bunch?! I had a bad experience with one employee at Budget at the Charlotte airport and now will NEVER rent from Budget again thanks to a bad attitude and inability to simply be nice. I don't enjoy writing negative reviews on any business but I hope some of my points will be well-received and considered by Budget to improve their customer service. Long story short, I was not pleased with the way I was treated by one employee in particular. In the time she spent talking over me, giving me bad nonverbal communication and trying to explain Budget's company policy about being slightly late (which would cost me an extra $166 for a mere 15-30 minutes), she could have smiled, been nice, helpful, understanding, gracious and focused on making me feel good about Budget. The company policy to charge someone $386 rather than $220 for a mere 20 minutes difference is totally absurd, by the way. Hints for Budget: 1) Focus on outstanding positive customer service and having everyone simply be nice, considerate, understanding and use the Golden Rule. 2) Teach employees that tone and body language toward customers makes a big difference and can be the difference in keeping or losing a customer. One split second of bad nonverbal communication can make or break a relationship with a customer. 3) Examine how much time it takes after printing an agreement, getting insurance information, obtaining signatures and conducting the walk-around of the car BEFORE customers actually have possession of the car and how many minutes it takes to wait in line to return a car as well. 4) Examine company policy about the grace period on returns and examine just how much is reasonable to charge for a late fee. I would submit that $386 rather $220 for a mere 20 minutes is unheard of, or should be unheard of, with any rental company. I'll be going back to Hertz where I'm treated nicely and I don't have to go through all these problems! One bad apple spoiled the whole bunch for me.
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