Melvin Keith Markey sent a message to Ronald L. Nelson - Chairman and Chief Executive Officer of Avis Budget Group, Inc. - email address that said:
SUBJ: Letter from a loyal, longtime, faithful Budget customer stock holder - a result of a full extra days charge on rental
REFERENCE: Quality
• We will place the interests of our customers first.
• We will be dedicated to providing an individualized rental experience that assures customer satisfaction and earns the unwavering loyalty of our customers
• We will ensure that the We Try Harder® philosophy underlies everything we do and shines through in our service to customers.
Case#: 20058933 RA#: U760887245
I sent the below letter to your customer service email center. The response I received was a negative admin. reply-since I over-went the 29-minute (m) grace turn-in period no consideration is given. There are discrepancies in the Customer Service reply, e.g. I turned-in the car 86 m late i.e. short of 90 m (the cut-off for a full days extra charge - so why the full days charge?). Customer Service ignored the above mission statements and did NOT consider my customer loyalty to Budget nor the issue of me considering never again to use Budget Rental Car. So, I send this directly to you for your consideration in line of your stated, published company mission goals.
(Below was written to custom care June 1, 2017)
Dear Sir:
I am a long time faithful customer and Fast Break user. I have always used Budget for my rental car needs would like to continue.
However, my last experience with Budget shakes me to the core and makes me seriously consider never to use Budget again. Why? Because I rented a car for 24 hours 17 May 2017 but because I turned in the car one hour 1/2 (~90 m) I was charged for another 24 hours. I reserved the car for a 2 pm pick-up but because a taxi took me to pick-up some minutes earlier I ended up getting the car before 2 pm. Driving to Dulles International Airport, where I turned in the car, I encountered massive traffic and not being totally familiar with the area I tuned in the car over time. The Budget rep simply charged me for a total extra day. In a rush to the airport I did NOT have time to consider nor talk to the rep about the extra day charges.
This extra charge is NOT customer friendly, understanding nor productive to establishing good customer relations. It is simply unfair to a loyal, faithful customer. If Budget wants to keep me a faithful customer Budget will refund the extra block charge of ONE FULL DAY. I would understand paying for the extra time as a late fee but NOT the extra total day charge. Please response to this email to enable me to decide if I remain a Fast Break Budget customer.
I am a long time faithful customer and Fast Break user. I have always used Budget for my rental car needs would like to continue.
Sincerely,
Melvin Keith MARKEY
