John Bivona sent a message to Ronald L Nelson that said:
Dear Mr. Nelson, as CEO of Budget Group, Inc., I'm sure that you're concerned that all customer service issues get resolved both quickly and efficiently. It is for this reason that I am contacting you. I just returned from a Florida vacation with my wife that started with a nightmare experience at Budget Rental Car in the West Palm Beach Airport. To give you a brief summary, I prepaid for a Ford Mustang rental with a timeline to match the itinerary of my flight. When my wife and I arrived to the airport pick-up location with the shuttle, we were shocked to see "one" representative to handle a crowd of 25+ people! Needless to say, the wait was extensive and although there were other Budget employees onsite to assist, they did NOT. I took me close to 2 hours to get to the front of the line at which point I was told that my 'reserved" car wasn't available, but they would obtain one with a partner nearby. I was told this would only take another 5 minutes. However, after me going into the lot and back into the office 3 times and 30 minutes later, I was finally given a car. The bottom line is that this service was horrific and at the VERY least I feel that I should receive a full refund. I have already called the customer service line and they credited $40, which was totally underwhelming. I'm sure that this level of service does NOT meet your criteria and ongoing goals. This experience was very frustrating and not a way to start a vacation!
