Devon and Phillip got their Budget truck from a rental facility called Brad’s Used Cars that Budget partners with.
Right off the bat, there was some confusion about truck availability at Brad’s Used Cars. Devon and Phillip needed their truck on January 7, but to secure it for that day, Brad’s Used Cars required that they reserve it for January 5, two days early. And they had to pay for this extra time. This extra price was included in their initial quote.
Later, Devon called Brad’s Used Cars and asked if she could pick it up a day later since neither she nor Phillip could get off work in time to pick it up. The customer service agent told her she could pick it up two days later (the date that they actually wanted to pick up the truck in the first place) and would be refunded for the time they didn’t need.
When Devon actually went to pick up the truck, though, a different customer service agent helped her and told her that she wouldn’t be refunded for the extra time. So, after all this rigmarole, Devon and Phillip were able to get their truck on their desired day, but they had to pay for extra time.
Additionally, though Devon had cleared this later-than-reserved pickup with customer service, she was still hit with the late pickup fee we mentioned. Luckily, when Devon called Budget directly, the company immediately refunded this fee.
The takeaway here is that you should try to get your truck from a Budget facility instead of working with one of Budget’s partners. This isn’t always possible in some areas, though, as partnerships are very common, and they allow Budget to service areas it otherwise wouldn’t be able to. They also don’t always result in these types of problems.
If you do rent your truck from a third party like Brad’s Used Cars, just call Budget directly whenever issues arise.
The worst thing about Devon and Philip’s move was the truck. To start with, the truck was pretty dirty when they picked it up. The dashboard had dust all over it, and the floors were grimy. What’s more, there was a large crack across the windshield. Luckily, Devon had the foresight to discuss all of these problems during her pickup inspection.
Otherwise, she might have been charged for the truck’s problems when she returned it.
The serious problems began when Devon got in the truck to drive it away. As she was pulling out of the rental facility’s lot, the engine died. She was able to restart the truck, and it made it to her apartment just fine, so Devon and Phillip chalked it up to cold weather draining the truck’s battery, which can happen.1
The following morning, Devon backed the truck up to their door for loading and it died several times. At this point, it was clear that something was wrong with the truck. Devon called Brad’s Used Cars to address this issue, and the company referred her to Budget’s customer service, who then told her to call roadside assistance.
After asking Devon several questions about the truck, roadside assistance sent a mechanic her way. While the mechanic worked, Devon and Phillip loaded the truck with the help of a few friends.
After the truck was almost completely loaded, the mechanic told Devon that the truck’s alternator was completely fried and would need to be replaced. The bad news was that he wouldn’t be able to get the replacement until the following Monday, January 11, but Devon and Phillip needed to be on the road on Sunday, January 10.
Budget then gave Devon a choice. She could either wait for the truck to be fixed on Monday or she could get a replacement truck, but she would also have to wait until Saturday (the next day). This would also mean they would have to unload the current truck and load everything into the new one.
Devon told Budget that neither of these options worked, so Budget escalated Devon’s case to a manager, who contradicted what the mechanic had said about being unable to get the new alternator until Monday.
The manager said he’d send out a different mechanic to investigate the problem and get the replacement part from a nearby car parts retailer if need be. If that didn’t work, Budget said it would get her a new truck immediately and send a loading labor crew to help move everything out of the old truck and into the new one quickly.
Luckily, this wasn’t necessary. The second mechanic was able to get the truck fixed in 30 minutes. Apparently, the alternator didn’t even need replacing. Devon and Phillip’s move was back on schedule.
The truck made it to Austin without any further problems, and Devon and Phillip were able to unload everything and return their truck on time. Their move had a rocky start, but it ended fine, and everything went smoothly after they started driving.