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I reserved a truck for Saturday October 22 in Naples Florida on Bonita Beach Road. I phoned ahead to the manager to ensure my truck would be there when I arrived.

He would not confirm but would only say "it should be here" - I asked him twice more to confirm my reservation and again, he would not, only saying "it should be there," and never saying it would (or would not) be there. My wife and I drove 160 miles (2 and 1/2 hours) from the Tampa area and arrived at the rental location just after it opened on Saturday morning. THERE WAS NO TRUCK. The manager shrugged and said he did not know where the truck was and could not help me locate another.

I asked him to phone me if a truck became available. I did not hear from him. My wife and I called and drove to other truck rental locations for the next two hours until we found an alternative at a higher price ($50 higher than our Budget quote) through Penske. The Penske agent told us the difference between them and their competition was that they guaranteed their reservations.

Had I known my reservation was not guaranteed but only a "hope" - I would never have used Budget.

What is the point of a reservation without a guarantee the truck will be there? The experience I had with Budget was deplorable and a terrible business practice.

Reason of review: Order processing issue.

Location: Lakeland, Florida

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