Worst excuse for customer service I have EVER experienced. Upon arrival, after having prepaid $82.91 for a luxury vehicle, I was told that there was a 30 minute wait. There were at least 40 customers milling around. I received number 80 and the ticker was on 60. I called Budget to cancel but was told there would be a $50 fee. So I waited, and waited and waited. 70 minutes later my number was called, only to reach the desk and learn that they were out of the car I had reserved. BUT they were kind enough to offer me an upgrade. Not free, but at a discount.
If you are visiting Phoenix, please heed this advice, DO NOT USE BUDGET. Use Thrifty, Dollar, Enterprise or any of the other rentals who had no lines and whose customer service is decent.
Budget should be called LOW BUDGET and they are dead to me.
UPDATE: I did an online survey. A Budget representative contacted me and credited my card with his apologies. This was very nice and good business.