This morning, as I was ready to leave for work, Alan L. from Budget called me back. He identified himself as a manager in Customer Relations. He was willing to admit that Budget dropped the ball in handling the initial complaint, and apologized as if he had been the person that had actually performed the bad actions. He has offered to reimburse me should I choose to rent with them, though it feels like a bit of an empty offer considering I don’t have a credit card in my name. He has offered to forward information on how to rent a car with cash, but that’s a pretty big endeavour with a 6 week waiting period while they check my background to see if I’m liable to load the vehicle up with explosives and take out a federal building.

He stated that at least a note would be placed in Elle’s file, and that he could almost guarantee that this would never happen again. He laughed at that point which makes me wonder if she’s had a routine of customer complaints. Keep your eyes out for a LiveJournal post from someone who got fired from their telephone support job…

He has emailed me, the basics of which I include below, and has stated that he will forward a copy on company letterhead.

In checking with our Cash Qualification Department they do not have an 800# for you to call from Canada on. So I have requested that they mail you the information so you can look over.

For all the problems you had with our Customer Service Department I would like to offer you $150.00 off your next rental with Budget. All you will need to do is send me a copy of your closed contract to me. You can fax it to 918-627-2508 and I will request a check or if you want to provide a credit card number I can issue a credit back to your account. I will also be putting a letter in the mail to you on Monday morning for your records also.

I want to apologize again Mr. Murray for the way this was handled. I want to assure you that the agent has been addressed on this and it will not happen again.

Regards

Alan L.
Team Manager
Budget Customer Service
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