In making a reservation # 773380215 with Budget Rent A Car System Inc., we specified that we needed a minivan or vehicle that would seat 6 for a family trip to Yosemite from July 13 to 26. The reservation agent specified that a “premium” car would seat 6 and so a reservation agreement was made for a “premium” vehicle for $ 469.29 for the 13 day period. We arrived at the required time at Budget rental office at SF Airport and we proceeded with the contract. However, when we got to the vehicle, it did not seat 6 but only 5. The only possible way to seat 6 would be to lower 2 armrests positioned between the front driver and passenger seats but that would definitely be unsafe and unsuitable for a journey to Yosemite. We went back to the rental office and complained that the vehicle did not seat 6. We were told that it does seat 6 and that the manufacturer’s specifications notes that that it seats 6. We expressed that we believed it to be a fraudulent misrepresentation to say that this premium car seats 6. We requested a vehicle that had 6 actual seats but we were told that a minivan would be required and that it would cost $ 807.37 for the same rental period at the best discount they could give– an increase of $ 338. Despite our protest, we had no alternative so late at night but to take it, and we were told to lodge a complaint after the rental ended. We were inconvenienced by an immediate upfront blow-out of our holiday budget. At the end of our trip, The Budget Customer Care officer Vicki offered a $ 25 discount off the next rental as a compromise ( that coupon was available at the counter for all rental customers even those without a complaint) but no reduction in price. She said she had no way of knowing what went on with the reservation and that we got what was reserved, a “premium” car. Our 17 years as a Budget customer had no impact- nor that the “premium” vehicle did not seat 6 as represented. She said that it is noted as seating 6 and has bench seats- we explained this car had no bench seats -only armrests. All to no avail- she said dispute the charge on your credit card if you wish. Since this unsatisfactory result, we have gone to the Budget website and have noted that on the website description of “premium” cars it states it seats 5. We therefore consider that the reservation agent and the Budget rental officer at SF Airport were both fraudulently representing this “premium” vehicle to be capable of seating 6 as required by us. And they do not care that they induced us to make a reservation with them on false pretenses nor do they care about the inconvenience to us from our planned travel budget being depleted upfront by $ 338 nor the upset of not getting what was contracted, a vehicle that seats 6. We also suggested that we would find acceptable paying an extra $ 5 or so a day not the extra $ 26 a day charged. We pointed out that usually we reserve economy cars and we are invariably offered upgrades for an extra $ 5 or so a day. Budget can make concessions if they wish, if they benefit but apparently a happy customer does not qualify as a benefit. William and Ellen Crowe Honolulu HI William Honolulu, HawaiiU.S.A.
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