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I'm moving and made a truck reservation (pick-up in Nanuet, NY). Two days later the location employee called me to inform me that due to a lack of inventory they will not have the truck I reserved and to call their 1-800 number.

I did as instructed and spoke to an inventory manager who transferred my reservation to the Lodi, NJ location (I live in NY). I was assured by telephone and email that my truck is reserved and everything is good. After reviewing the email I noticed my pick-up date and drop-off date were incorrect. I called back to have this issue corrected.

This happened two more times before my reservation was corrected to reflect the appropriate dates. On Tuesday (Move was scheduled for Saturday morning at 9am with truck pick-up the previous night) I called the Lodi location to make sure that everything on their end with my reservation was accurate. I spoke with Kim who stated my reservation was received and everything looked good. On Thursday I called the location again to ask if on Friday I could pick up the truck keys earlier in the day and return for the truck after work (I spoke to a guy, not sure what his name was but he was very brisk and rude).

I was told no, that when I take the keys the truck needs to leave the lot with me so when Friday came around I left work early and drove 45 minutes to Lodi to pick up the truck that was promised to me by the inventory manager. My reservation pick-up time was 5:30 and I showed up at 5:11. Throughout the week I received 6 emails confirming my reservation. Once I told the clerk (Kim) that I have a reserved truck I'm picking up I was told she does not have one available for me.

The exact truck I reserved was sitting in the lot. She offered me a small van that wouldn't even fit my couch, not to mention the rest of the furnishings from my home. Kim told me she would contact the manager to see what could be done. She told me she could give me the truck on the lot, but I would need to bring it back to their Lodi location before Saturday morning (It was almost 6pm on Friday).

My move was scheduled to begin on Saturday morning at 9 and my reservation was from Friday - Sunday as a one way trip due to the distance. At this point it was 5:50 when I asked her for a follow-up on the situation and if she was able to figure out an alternative (I was under the impression that's what she was doing while clicking away at her computer since she stated she will see what she could do) only for her to tell me I could call customer service. I asked for the truck on the lot multiple times only to be told I can't take it at all because it needs to be serviced after hours, and then it is reserved for someone else. How is it that my reservation was cancelled, without anyone calling me to tell me there will be no truck, but someone else's reservation was set in stone for the following day?

How is it possible to make a reservation, confirm it with the location itself, in addition to receiving 6 confirmation emails to then be told I cannot have the truck I reserved (which is sitting on the lot) because it's reserved for someone else and they overbooked. I have to be out of my home and moved out by the end of tomorrow which is also when all my utilities are being turned off. I am a single mother with a disabled child so the move was also exceeding the normal amount of "stressful" for a move. Now, I have no truck, all my utilities are being turned off, I need to be out of the house tomorrow unless I want to say goodbye to a large security deposit that I need back.

This is the worst and most unprofessional company I have ever dealt with. I finally lost my temper and raised my voice with customer service after I was told their reservations make no guarantees and that the fine print states they guarantee a price, not a truck. Because of Budget I am in a situation where I lost time from work, drove 45 minutes to NJ to look at a truck sitting in the lot, drove 50 minutes in home, was told they overbooked, they could try to get an inventory manager to call me the following day and that they can't make any promises. In addition I am probably going to loose $1,800.00 from my security deposit.

Will budget pay me back for time lost from work, for driving to Lodi for NOTHING and back home without my reserved truck. Will budget pay for any of that? Probably no because they do not care about customers, or how their unprofessional and unreliable service affects people. This is far beyond an "inconvenience" as stated by Budget employees.

An inconvenience is getting stuck in traffic when you're already running late! I will NEVER do business with this company in the future and I highly recommend others to avoid them unless you want to be completely screwed.

Reason of review: Bad quality.

Monetary Loss: $2000.

Preferred solution: Full refund.

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