We were also unexpectedly charged for refuelling. How can it all be so hard when you've already provided the info for your rental? We waited a good hour, but having spoken to some people on the bus I think we may have been lucky. The car we ended up with was great! The negatives: Long wait line, with grumpy customers and even grumpier staff. Shuttle buses to the airport worked well. So - an unexpected free upgrade to a much bigger car. The positives: The check in procedure (Denver Airport) was so chaotic that by the time we'd made it through to the cars, we were invited to pick whatever we fancied. We were basically told it was our problem and then they stopped replying. They responded eventually saying that we had agreed to extra insurance and roadside assistance and it’s our responsibility to check the paperwork thoroughly!! We were unable to check the paperwork in full detail because it’s all online and the system ‘crashed’ at that point, which I didn’t think much of at the time as I’d already checked the details when I booked it, but with hindsight that now seems dubious. We attempted to get in contact but couldn’t find an email address so contacted them through their Facebook page. Then we we returned home we saw that $260 had been charged. I even repeated it back to the lady to confirm that there would be no extra charges if the car was returned in the same condition with a full tank and she confirmed again that this was correct. The car we were given was nice enough, no problem there, but extra charges were made to our credit card despite everything being pre paid and us being told that the card details were only needed for security reasons. Will never use budget again and have reported the issue to our credit card company.
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