I’m writing to make an official complaint against Budget Car Hire for extremely poor service as far as providing the hire car is concerned as well as their complaints procedure. Below is a full breakdown and timeline of my complaint and all correspondence with them.

Please advise if you take these issues any further as I’d like to get back to Budget with some response as to my feedback from yourselves?

Many thanks,
Peter Armstrong

RE: budget?
From: Peter Armstrong
Sent: 19 January 2010 19:28:49
To: customer.care@budget-emea.com

Dear Simon,

I find the email below quite insulting.

I booked a car early to ensure I would get one, but believe me when I arrived there were at least 8 – 10 of your customers at that desk being told the same thing and I quote “unfortunately we don’t have any cars and some of the cars we expected back haven’t yet arrived”! To add insult to injury in my haist (trying to establish how long a car might be) I actually asked one of your other customers how long they’d been there and they said that they’d been waiting for their car since 8am that morning.

Let me explain my dissatisfaction with this appalling service:

1. Very poor service and no answer to help 2. The first email complaint I sent was the 3rd of November 2009 to express my dissatisfaction 3. After several automated responses to the emails I posted you, I finally got an email from someone at the beginning of December to say you have some company policy that clearly allows you to investigate this matter in a reasonable time frame (up to 20 days) to allow for good customer service 4. I’ve now finally got a response that’s not only a total fob off, but more than a month overdue.

No, this is not acceptable and the feable excuse without even so much as a small gesture is not good enough, so I have no other option than to report you to the UK Complaints Board with all the correspondence attached.

Peter Armstrong

Tags: budget, car rental