Review of Best Western Laurel 2*

Disclaimer: Budget corporate and the regional Budget office in charge of this location were extremely helpful and went out of their way to solve the issues at hand. This Budget location is the worst I have ever seen in regards to costumer service. In order to understand my complaint, I have to give you some background. My friend and his family came to visit me from TX. Consequently, they called this Budget location, as it was close to my house, to arrange for a rental car. The Costumer Service Representative (CSR) quoted my friend a price with unlimited miles. When we picked up the car, the price had increased and he was not entitled to unlimited miles any more. When my friend tried to explain the CSR of the discrepancy he did not want to hear about it. My friend gave the CRS the name of the person who took the reservation and asked to call him to fix the problem. The CSR refused to call and said he did not have time (despite that we were the only costumers there). After approximately 15 minutes of pressuring him to call his colleague, he finally agreed. After the two CSRs conferred about the issue, the CSR helping us out said that we were mistaken about the price (despite the fact that we had a print out that showed the old price). When my friend spoke over the phone to the person who took the reservation, he just said that someone else had use his name and he had not agreed to the previous terms of the rental. After approximately 50 minutes we took the car with the idea of calling the Corporate office to solve the problem. Both the Corporate and regional Budget offices told us to have the CSR call them upon returning the vehicle to fix the issue. Fast forward two weeks and the same CSR who dispatched the rental car was there to receive the vehicle. When my friend asked the CSR to call the regional Budget office to solve the price issue, he refused and said he did not have the time to do it. After hearing this excuse, my friend called the regional office himself and explained the situation. The representative of the regional office asked my friend to pass the phone to the CSR. After a couple of minutes, the CSR told the regional representative that he was going to change the price and hanged up the phone. Although we ended up getting the agreed upon price and we did not get close to the limited number of miles, we lost a great deal of time, when picking up and returning the vehicle, dealing with an individual with poor costumer service skills. My advice, avoid this location and go to a different Budget rental car in the area.