matteo baldasserini
1/5
Really unpleasant and awful experience!
I'll explain: on Thursday 02/29/2024 I booked a car, via the Expedia platform, at Budget rental at Antwerp central station, for a total value of €71.48.
The following day, Friday 03/01/2024 I personally went to the budget rental at Antwerp central station to make sure that the price included every extra and supplement as Expedia clarified in its sales policies, in particular if it included the surcharge driver under 25 as in my case.
I was received by one of Budget’s employees, who reassured me, after having specifically asked him, I repeat, if the price was final and inclusive of all taxes and supplements then referring specifically to the surcharge for drivers under 25, that the price would have been the same and not a cent more; I specifically went the day before because I had, in the event that there was some inconsistency, the possibility of canceling the car for free and making a new reservation elsewhere.
In the following day, Saturday 02/03/2024, when I went to pick up the car I booked, I was asked to pay a supplement of €20.22, supplement for drivers under 25.....
Explaining to an other Budget’s employee that Expedia's sales policies made it clear that the price was final and inclusive of taxes, surcharges, etc (including the surcharge for those under 25); he replied that it wasn't his problem but rather Expedia's fault and this was the first serious issue found since, in the event of any inconsistencies, as in this case, the Budget agency should notify the customer immediately after booking on a different platform, of any price divergence (supplements which will then be added).
Continuing with the explanation, referring to the fact that I personally went to the office the day before specifically to make sure of the above, he replied that actually, in this case, the fault lies with his colleague who gave me incorrect information but despite this he couldn't do anything about it. Second severity encountered, and the latter unacceptable especially from a rental of the importance such as Budget, I tried to insist but the only thing I got was a rebound of responsibility, and some excuses that certainly do not have the problem.
All this is shameful and unacceptable, the employee who received me in the morning when I collected the car, after his colleague's admission of guilt, cannot limit himself to a simple apology but should have taken steps not to apply the supplement because the mistake was yours and not the customer's or even Expedia's.
Also not to be overlooked is the disturbance I had during the day due to this vicissitude which did not allow me to enjoy the day as expected.
Cannot happen such an incompetence in a rental the size of budget, because it is not acceptable to receive incorrect information from a rental company on something common in rental administration such as the supplement for those under 25 and a second employee who was unable to handle the situation properly, initially placing the blame on Expedia (which had nothing to do with it, or at least not after I introduced myself to ask for information directly) and on his colleague, also accusing him of having made a mistake but being unable to do anything about it.
Finally, after contacting Budget customer service, I was told that after contacting the office in question they declared that they had explained to me that the under 25 tax was not included.
This was the response and handling of the problem by their customer service of Budget.
Not caring about the customer and making him look like an idiot.
Shameful.
