I had to cancel the reservation because they did not have the type of vehicle that I requested.
The man who helped me at the counter in SLC who I believe is named Joshua Da Jemente, is very slow and incommunicative which makes for a very frustrating customer service experience. I have dealt with him twice in 3 months, same situation both times. Fortunately the man downstairs in the garage, Frank, was very helpful, and although overall I had to wait an hour for my car, which I had reserved for earlier than I arrived at the counter, he got me into the car relatively quickly once I went downstairs. I strongly urge Budget to look into this franchise. After 15 minutes of paperwork (!), the man at the counter finally tried to call downstairs to determine which car was ready for me to use. No one answered. He seemed helpless. The other person at the counter had left, so he was by himself. He finally went inside the office and a woman came out and communicated to me what was happening: a car was in fact being prepared, and once the car was ready, I'd be escorted downstairs with my paperwork, which seems totally unnecessary. Give it to the customer, they can take it to the car and drive off. They finally said I could go downstairs to the garage and wait there and my paperwork would follow, that the guy who was "helping" me would bring it. I was very doubtful and frustrated. When I got to the garage office, the man there, Frank, immediately responded, made sure the car was being cleaned and did the paperwork himself, printed it out, and once the car was ready - just 5-10 mins later, got me in it and helped me hoist my luggage up into the HUGE car. The final issue that I am frustrated by is that I reserved a Chevy Impala and was given a Ford Expedition which is massive and not comfortable to drive as it is far too big. I had no choice but to take what I was given and get on the road. Due to Budget, I had already lost an additional hour and 15 minutes of daylight. Why is the car not ready, set aside, with contract and keys for me when I arrive at the counter? This franchise at SLC airport seems poorly managed - or maybe they need to update the inventory that they tell Kayak is available, as clearly the car I booked was not available.
The customer rep was cold and unengaged. There were additional charges and they placed a 850 dollar hold on the rental.
Smooth check-in (appreciate 24 hour check-in), smooth return, clean and well-appointed vehicle
The car had a lot of bird poop on it. Also, what we reserved was unavailable, so we had to spend more money on gas for a larger car with no adjustment to our rental rate. Besides that, though, it was great. The truck was in perfect condition and very clean.
Easy pick up and drop off at SLC airport
