Budget Car & Truck Rental Wellington Airport

We arrived at Wellington Airport from Auckland on December 24 and had an SUV pre-booked online that was meant to be ready immediately. But we found that we were forced to wait over 45 minutes to pick up this car, and had to contend with a dithering and rude customer support representative. This individual, an older man, kept delaying us with lengthy descriptions of requirements for the car rental, was incapable of reading our driver's licenses (poor eyesight), and obstinately denying that vehicle insurance was already covered in our contract. He spun the computer monitor around at us to try and prove that we were wrong about the insurance payment. I suffer from hearing loss and have difficulty following what is being said in these situations, and made that clear to him. He made no attempt to make himself clear to me when I told him I am hearing impaired. He obviously needed much more training to handle disabled customers. Moreover, when he spun the computer monitor around, I felt that this behavior was unprofessional and informed him that this was the slowest I've ever seen anyone work at a car rental counter, and that we rented a car from Budget within 2 minutes at Vancouver International Airport (an airport that has its fair share of screwups) just recently. The assistant then stated that he was working 2 hours beyond his regular shift to help his colleague at the counter. But in fact it was the assistant who was asking his own colleague for help. We were frustrated with his incompetence. But then he insulted me (my husband informed me later) by instructing my husband that if we ever wanted assistance from Budget at WLG Airport, to come alone, and NOT to bring my wife to the counter again. This was absolutely appalling behaviour for customer support from a company that prides itself on superior service.
Dec 12th, 2022

Mar 5th, 2023

Extremely impressed with the customer service provided by Josh from Budget. He was extremely helpful, booking was quick and the car was easy to find. I had no issues with the car it was brand new. The price was reasonable and there was a key return box for quick return. I will use this provider again.
Feb 3rd, 2023

Sep 1st, 2022

Absolutely ridiculous that they wont let you prepay or pay over the phone?! Please update your policy - its 2022 for goodness sake
Jul 13th, 2022