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From: sxnahm@bbncca.ARPA (Steve Nahm)
Newsgroups: net.consumers
Subject: Budget plays Bait-and-switch
Message-ID: <712@bbncca.ARPA>
Date: Tue, 15-May-84 18:00:27 EDT
Article-I.D.: bbncca.712
Posted: Tue May 15 18:00:27 1984
Date-Received: Wed, 16-May-84 00:10:25 EDT
Organization: Bolt, Beranek and Newman, Cambridge, Ma.
Lines: 41

<has this ever happened to you?>

I needed a rental car for five days in San Francisco, so I called Budget and
was quoted a $79 rate.  I was told it was a weekly rate, but that I could have
it for five days.  Since the rate seemed unbelievably low, I made sure that it
was correct and that it would be acceptable for my schedule. I made a 
reservation one month prior to my trip.

The day of my trip I called Budget to confirm my reservation, and was told the
rate would be $159!  I was of course shocked, and explained the previous quote.
I was told that the rate was valid only for a seven day rental, not less than
that.  I told the person on the other end of the 800-number that I was certain
the previous person I talked to had given said the rate would apply to my five
day trip.

Now, why am I flaming here about an obvious foul up on the part of one of their
operators?  Because the way I was handled by them, and evidence from my talk
with them, makes me believe they were working a passive "bait and switch".

I know their computer records must record all transactions on a reservation.
They first told me I reserved with them on April 4, then later said I reserved
with them on April 10.  My guess is that some manager saw the error the
operator made, and modified the reservation to reflect the actual rate.  So why
didn't they admit this when I called to reconfirm?  Why didn't they act the
least bit apologetic for their mistake?  Why did their "consumer relations"
person act totally uninterested in my complaint?

My only answer is that if Budget was not actually trying to play bait and
switch, getting me all the way to San Francisco with hopes of $79 and pulling
the $159 figure out when I arrive, then their disregard for my complaint tells
me their attitude towards the consumer is hostile.

I intend to never rent Budget again.  Can anyone tell me (send mail) the best
place to officially complain about this behavior (I'd guess at my local Better
Business Bureau)?

-- 
Steve Nahm
sxnahm@bbn-unix.arpa (ARPA)
{decvax,ima,linus,wjh12}!bbncca!sxnahm (Usenet)