Philadelphia

I've been renting cars abroad since 2008, and have rented about 20-30 vehicles from various companies. Besides a few with really bad reputations, I've rented from most major companies. Budget in Philadelphia had the worst service I've ever experienced. This summer, I rented from them three times, and each time was a hassle with different problems. I chose Budget mainly because of the low prices, but you get what you pay for. The first time, I came out of Philadelphia airport in heavy rain with a long queue of people waiting for cars. Two attendants were slow and impatient, making me wait over an hour. When it was finally my turn, I specifically told them not to add any extra services. In my rush, because of the rain, the late hour, and having my child with me, I didn't carefully check the contract and later found out they added a $60 road assistance service. Previously, other companies I've rented from would pitch additional services and insurance, but would respect a refusal. This was the first time extra charges were added secretly. Calling customer service didn't help; they said it was common practice and advised me to be more careful next time. During my second rental from the airport location, I again had to wait at least half an hour. I reviewed the contract before signing and found a $50 charge without explanation. The attendant claimed it was for arriving 20 minutes early. I argued that I could return the car 20 minutes early instead, and only then was the charge removed. When picking up the car, I discovered another issue — the car given to me was already occupied. The attendant had to issue me a different vehicle. Nearing the end of that rental, I visited a nearby Budget location to inquire about an extension. They said I could simply place a new order online and finalize it at their branch without waiting for the current one to expire. A few days later, with two days left on my current rental, I placed a new order and went to that branch to extend my rental. Upon completing the paperwork, I noticed a $300 fee and questioned it. The attendant explained that since my current order hadn’t expired, he canceled my existing rental and rented a car for two days at their branch rate, which led to the $300 fee. I inquired about my remaining two days on the original contract and was told they were voided. The attendant claimed that, despite initial assurances, I needed to select their branch when making the new order, not the airport location. When I decided to cancel, they informed me it was too late as the system had already processed the cancellation. Without my signature or agreement, the cancellation was non-reversible. The attendant and I had a heated argument; she insisted I pay the $300 or leave without the car; otherwise, I couldn’t drive away. This was the worst service I experienced during my two months in the U.S., feeling like I had encountered a scam. I called customer service, who tried to mediate but ultimately failed. The manager stated the order was processed and couldn’t be changed, so I was left with two choices: leave and rent from another company or pay the $300. Customer service suggested filing a claim post-rental for any additional costs. Needing the car urgently, I had no choice but to pay with the promise to claim later. Eventually, rental customer service helped me recover $100 from Budget. I noticed that Budget is the only company in Philadelphia with bad reviews, and I now understand why. Their service is the worst I've encountered. If you have options, avoid Budget, and if you must rent from them, check every single charge before signing.