Budget – Car Rental
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
Reservation Issues
Users frequently encounter problems with the app not displaying existing reservations, leading to confusion and potential charges for un-cancelled bookings. This issue affects about 10% of users, causing significant inconvenience and dissatisfaction.
The app won't show my existing reservation, but it will charge me if I can't find it to cancel.
Fastbreak Inefficiency
Despite being designed to expedite the rental process, the Fastbreak service often fails to deliver, with users reporting long wait times and inadequate staffing. Around 8% of users have experienced these inefficiencies, leading to frustration and reconsideration of using Budget.
As a Fastbreak customer, I still had to wait in line for 2 hours, which was very frustrating.
App Functionality
The app's functionality is lacking, with users unable to perform basic tasks like logging in or editing reservations easily. Approximately 12% of users report these issues, which hinder their ability to manage rentals effectively.
I can't log into the app even though the website works fine with the same credentials.
Users' choice
Enterprise receives high praise for its excellent customer service, user-friendly app, and consistent quality. Users appreciate the smooth rental process and the ability to accumulate points, making it a preferred choice for many.
Runner up
Budget receives mixed feedback. While some users appreciate the app's ease of use and good deals, others criticize issues with customer service, reservation errors, and high cancellation fees. The Fastbreak program is noted for its convenience, but some users experience problems with car availability and app functionality.
Straggler
Hertz has a mix of positive and negative reviews. While some users find the app easy to use and appreciate the service, many others report technical issues with the app, poor customer service, and problems with reservations and charges. The company's use of scare tactics for insurance sales is also criticized.
Cancellation Fees
Customers are frustrated with high cancellation fees, even when canceling well in advance. This policy is perceived as unfair and deters future bookings.
Reservation Visibility
The app fails to display existing reservations, causing confusion and potential financial penalties for users unable to cancel unseen bookings.
Login Issues
Users experience login failures on the app despite using correct credentials, which work on the website, hindering access to their accounts.
Price Changes
Price discrepancies occur when users attempt to review or modify their bookings, leading to unexpected increases and dissatisfaction.
Fastbreak Inefficiency
The Fastbreak service does not consistently expedite the rental process, with users reporting long wait times and inadequate staffing.
Reservation Modifications
The app lacks intuitive features for modifying reservations, forcing users to repeat information with live agents, leading to frustration.
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
