The experience with this Budget in partial has always been a 5/10. They often ignore the people in line, stay understaffed (2 employees on a weekend), and never have a great attitude. This time around was even worse. First they didn't have the car we put our request months in advance for. Then the lady at the register told us we had to get their insurance even though Budget let's you use our own. And gave us an attitude when we said no. Secondly, we had the misfortune of losing our car key. When talking to Budgets roadside assistant, they sent a total of 7 tow trucks that couldn't pick up the vehicle. We told them the ceiling height was 7 feet and flatbed trucks wouldn't work. After 8 hours they finally said we could leave the car and grab a replacement, but would have to pay an unknown price for a drop fee(where we drop the car anywhere and they pick it up). The roadside assistant said between $0-150. When we picked up the replacement vehicle we were told the price would be $500. Over the course of the next 5 days we would get 50+ calls and texts saying the pickup service was cancelled by us and we told them no and that we had already left the car as instructed by Budget since we waited 8 hours for their lack of communication. After we got our replacement car we drove back to this Budget. We parked in the parking lot and went in to drop the keys like we had done at least 5 times before. This time the lady in the office had a nasty attitude and said we have to drive it around back so they can inspect it. We informed her we have never heard this rule and apologized and let her know we would gladly follow these instructions but that we rent here multiple times a year and never heard it. With the most attitude she informed us that "it's been printed for years but some people don't follow the rules". Finally a nice gentleman helped us After we dropped the car in the correct location. He gave us a printout of the bill and with a line charge that said "misc fee $750". When we came back to ask him what the fee was the old lady jumped in and said we agreed to it when we signed the contract and went on trying to explain the contract. We told her we just want to know what the misc fee was and she said it was the drop fee for the car and that we should've known that. It was 110 degrees outside so we asked for the number to Budget and if they ever picked up the car we left. Her response was "our cars have gps". Luckily the nice man told us where find the number and we left.
