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If I could rate them a zero I would. First let me start by saying that I did not get names hence, why I am describing the workers physically so that management knows who they are. Secondly, I am a Latina myself, there is no racism here simply a lack of names and mgt needs to know who these people are.
I rented a minivan and yesterday the rear window was broken into while at the Bronx. I called and was told they had cars to exchange it with. I went in [7/27 between 2-3pm] and when I arrived I was told there were no cars. One of the workers a black lady with two toned blonde and black hair 4 counters down at the other end, yells to the latina woman helping me �if she didn�t take our insurance there is no exchange!� the room was full of customers. The latina lady [thin frame highlighted shoulder length hair] give me a casualty form to fill out and I asked if I could borrow her pen. She said NO! I need it� step to the side. I waited and waited and waited while I watch her type and not once over the next 8 minutes did she touch her pen. A latino guy [with a blue shirt] comes out with a pen in hand and I asked if I could borrow it to complete the form they asked me to fill out. He said No! I need it. He was not helping any customer, he was hanging around not doing much. Finally, I said give me back the mini van I have rented with the shattered rear glass, I need a car. He says �we only have a pick up� to which I say, I will take it. The black lady across the other side of the room yells again to the latino guy �if she didn�t take our insurance there is no exchange!� Unprofessional to say the least. The man outside who takes all the cars in was so nice and sweet [latino] and he came inside with me to talk the clerks into exchanging the car as he said they had cars indeed! He talks to the manager in the back office and I am not sure what she said but he brings me to the black lady to help me. She says �we already explained it to her that she can�t have an exchange because she did not take out our insurance�. NO ONE explained anything to me. No one looked at me in the eyes and talk to me about this. If yelling across the counter to her co worker is explaining then she needs serious communication training. In summary, she did not exchange the car and I had to leave with a minivan that had shattered glass inside of it as well as on the outside [I have pictures and happy to share]. Isn�t this a liability for BUDGET to decline a customer a safe car and force them to continue driving with a hazardous car that could have been further broken into? Unbelievable how dumb these workers can be. Where is customer safety on your company goals? The latino guy outside that receives the cars could not believe what unfolded when they did have cars. He and an African American man both came and got brown paper bags and tape and taped up my window. I tipped them and it was so deserved. I told them they knew was customer service was all about and that they should go inside and train the 3 clerks on attitude.
I am an executive, I travel extensively, I rent cars extensively and I was speechless at the PURE IGNORANCE for safety coupled with the POOR ATTITUDE and lack of customer service at this location. I hope corporate mgt. has video they can play back on this, I hope they train their employees. Though from the 2 rating this place has, it is evident that mgt is doing nothing to change things here. As such, I am going to escalate this review all the way to the top because clearly middle level management does not care to turn around this location. I can�t help to wonder, had I had an accident or something bad happened because Budget turned me down when I went to them with a dangerous situation, what legal protections Budget would have had [yes this complaint is also being sent to the chief legal counsel at Budget]. I did the right thing. Budget did not. I will not stop and will personally contact The top on this. To the two gentlemen that work outside, THANK YOU for what you did to make this bad situation more tolerable. I could�ve exploded but I kept my cool composure because I realized these clerks were travelling on the wrong side of the road which I refuse to travel on. I know one thing, Budget is off my list forevermore! Alamo, Avis, Dollar and Hertz, you gained a customer!


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