This is the worst customer service I've experienced for a rental car company. Rafael helped me out initially when I rented the vehicle. He told me that I'll only be charged for the additional driver and to keep the vehicle clean and I won't be charged with anything else. I received the vehicle extremely dirty. It was as if a child took chalk and drew it all over the seats (back and front) and the top of the vehicle. The outside had many scratches. I let Rafael know and he asked his colleague went to inspect the car because he was helping out another customer. I pointed out the top of the vehicle and the seats. The guy cleaned out the one spot on the top and said the car was okay. I pointed at the rest of the top and the seats. He told me that they only look at "actual damage to the outside of the car". I asked why did Rafael say "keep the vehicle clean" when the vehicle is so dirty? The guy told me not to worry. I told him that tank wasn't even full either. There was a some miles off. I came back and Santiago helped me out. He gave me the receipt and told me that I am getting charged for "insurance". I told him that everything was paid for in advanced and Rafael told me that I'm only paying for the additional driver. It looked like he contacted Rafael through text and he told me that Rafael missed it and he took off the additional charge. They blamed it on the other budget store that I had rented from. Santiago told me that I am only paying for the additional driver. I received a new receipt giving me a refund for the additional "insurance" and I only was charged for the additional driver. A day later, I was charged an additional $9.93. Upon calling , they said it was for the gas. These workers here are so DISHONEST! You can't tell someone one thing and then do another thing behind their back. I am going back on Monday when they open because they wanted to see "proof" that we did not receive the car on a full tank when we received it. I have pictures of when I got the vehicle. BEWARE when renting from here!!!! They will randomly charge you without your knowledge! The pictures I took don't really even show the actual dirtiness of the car. read more

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Every time the customer service is great. I rent frequently. They always have the car/SUV I reserve and if not will upgrade. This location is easy to access and you do not have the hustle and bustle of LAX. The prices are competitive ad again great customer service. read more

Santiago is by far the best customer service representative. He makes sure he is giving you the best rate based on your memberships and qualifications. He is patient yet can handle several people at the counter efficiently and without getting flustered. It would be 5 stars but have to take the entire operation into account. read more

Gerardo really was SUPER helpful. We were extremely late for our pick up but he hooked it up and was extremely patient and understanding. Thank you for saving our trip!!! read more

Very convenient non-airport location for occasional car rentals. I have rented from them many times. They do an adequate job. However, a few times I couldn't rent from them due to non-availability of cars. Inconvenient - but understandable - since they are a very small place with a limited inventory. read more

When you rent from a place called Budget, your expectations are not exactly high but this place still managed to disappoint. We were going on a road trip and we requested a compact SUV. We got there at the scheduled time, saw an enormous SUV in the front, and joked, "That's not our car, is it?" Alas, when we got to the counter, they informed us that it was. We also asked, "You're not going to charge us extra, are you?" They paused and then said no. I understand that car rental places, especially smaller operations, may not have a lot of stock and you may need to compromise a little bit. In this case, we were being asked to compromise quite a bit with either a Camry or an Expedition, two extreme ends of the spectrum. I think we were reasonable to ask if there was anything else closer to what we wanted. One of the employees got upset pretty quickly and said that they have what they have and it's not their fault. The other person checked the system and told us a Sienna would be coming in. We decided not to take any of the options. I would have appreciated a heads up that our requested vehicle was not available so we wouldn't have been surprised like that. Thankfully they processed a refund without any further ado and we ended up going to Enterprise. Unfortunately it did delay us getting on the road and we ended up arriving at our destination quite late. read more

I rented a Kia soul through the Hopper app. Went to the rental location filled out all the paperwork signed everything and then was given a low end passenger car. Not that the Kia soul is a wonderful car but it's better than the piece of crap that I was given. And quite frankly it's more difficult getting in and out of the car than a Kia soul. What makes me unhappy is the lack of any kind of concern from the rental agent. His response is "oh yeah, they always advertise the wrong cars it's been that way for years". Like that's an acceptable response. He knew he was signed me up for the incorrect car and didn't tell me anything until everything was signed. It's a scummy switch and bait and I don't appreciate it read more

Rented a car from here so that my son could take his driving test in it. Pickup on Monday was efficient and smooth and the staff was friendly and helpful. Fast forward to Wednesday at the DMV... vehicle registration was required to proceed, my son returned to the care to get the registration which should have been in the glove compartment. There was NO REGISTRATION in the car causing my son's appointment to have to be reschedule. As the licensed driver that rented this vehicle, had I been pulled over for any reason, I could have gotten into serious trouble for driving a vehicle with no registration. I will be sure to make sure that any vehicle that I rent n the future has the registration in it, which should not be my responsibility. Careless, rookie mistake on the part of Budget which should make sure that there is registration in every vehicle that they rent, at the very least. I returned the vehicle early explaining what had transpired. There was no thank you, nor any apology for the inconvenience. Review got 3 stars for the pickup experience and 0 for the return and the ensuing inconvenience. read more

Horrific service here. The person at the counter refused to adhere to Budget's policy for authorized drivers in California and would not remove a $13/day fee for adding my parent as a driver. BE AWARE that California policy states there is no fee for adding parent, sibling, child of a renter. https://www.budget.com/en/help/usa-faqs/additional-driver-policy They also noted the odometer incorrectly and claimed we drove 14,000 miles in less than four days and marked the fuel incorrectly forcing me to call customer service THREE TIMES to get this fee removed. Seriously, this was the worst experience, go anywhere else. read more

People be aware, they don't deserve any star. Staff working at Budget location in Pasadena (middle age man named Javier) had fraudulent intentions when picking up car and tried to cancel reservation twice even though I had prepaid for it in advance. He asked to verify the last 4 digits of the credit card I had prepaid and intentionally changed the last number twice. I had to mention calling police in order for him to stop doing that. Did not provide his name or supervisor's name when asked to do so. Even though reservation was prepaid for 8AM I had to wait 40 additional minutes until they finished washing the car. Never renting from this location again. read more

Had to cancel a car reservation i made to go see family for new years. I called and talked to an agent that assured me I would get the full refund. Instead I wake up the next day and see that I've been charged twice which stopped me from seeing my family and ruined new years for me. It's been 2 weeks and I still haven't been refunded for either charge. Haven't been given any explanations as to why I was charged or what happened. read more

Great Location, Daniel is the best! Needed a holiday rental to go to the mountains and Daniel hooked us up with the 4 Wheel Drive, super friendly to all the customers, definitely will be renting all my cars from Daniel! Thanks again! read more

Worst location and representative. I am a travel agent for JPL, and know the rules of rental. The agent RAFAEL at the counter did not even greet me. I gave him my name to pull up the rental. I had a full size car confirmed and received a compact Kia for a long distance one way rental. I advised him 3 times that it's incorrect and tried to showed him the confirmation on my phone which he ignored and refused to look at. He said this is "what you reserved and got, i have no car for you. " Which he was lying there were over 15 cars on the lot. His issue was he wanted to go home as my rental was at 330 and another customer walked in, iI went to the car and called customer care, while in the car he came out and started closing the gates , he even tried to lock me in!!! i had to drive off while on the phone with budget. How can someone be so rude, there are many people who needs job and will be grateful. obviously he hates his job and feels entitled. I will make a point to not book cars with this location. i have opened a complaint case against him and this location. I was sent to Burbank airport in traffic to switch the car, which Winston (Burbank agent tried to get me a car but only midsize available) but he was not rude. He even told me I should not have left without the car that I had confirmed. He was appalled when i told him I was practically kicked out. DO Not use the Arroyo location!!!! read more

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The 2 young employees need to be trained. Not regarding how to fill out paperwork, a monkey can do that. Train these young men how to treat people. How to provide something called customer service. If they have to stay open an extra 15 minutes to help a customer, then do it. If you have to bend a rule thats a gray area, if its in the customers best interest, then do it. At the end of the day, tou cant blame the kids that work there, they dont have the slightest clue what taking care of a customer truly means. Blame the management who refuses to train them and explain what to do in certain situations. read more

Horrible service, before reserving a car I called to make sure we can cross the border with the rental car they said yes just neeed to let the person know when we arrive to get insurance from Mexico. I decided to go in person ahead of time just to confirm and was told yes we can cross the border with the rental. I go the day off to pick up the car and was told they can't get Mexican insurance in that location I would need to go to the airport and get it there. I call and they said yes but would need to get a rental from their location. I drive to Burbank airport they tell me the machine is down I need to stop in San Diego for the insurance. We start getting ready to reserve a car and the person tells us that a seven seater car can't cross the border. All staff from budget don't know what they are x talking about every person was telling me something different. I will never rent a car from budget worst experience ever and if I could I would give them 0 stars read more

Great service!! This is a small, neighborhood rental car location and Raphael provides excellent attention to detail and friendly efficient service. Plan ahead; naturally this location doesn't have the fleet of cars LAX has, and there's only one person working there at a time. I feel very fortunate to be within walking distance of a place I can pick up or drop off a car from so my currently carless self can socially distance instead of taking public transportation. read more

I was charged $18 more per day than quoted when I rented the car. When I looked into it, it turns out Budget charges you an $18 fee if you drive the car you rent fewer than 75 miles. Again, I got CHARGED EXTRA FOR NOT DRIVING THEIR VEHICLE FAR ENOUGH. I'm not even sure how that makes sense. Complete scam and totally scummy business practices. Apparently, according to their site, this fee can be "avoided if you've purchased fuel and provide us with a receipt". Except I did purchase fuel before returning and the gauge was ABOVE FULL when I returned it. No one mentioned the fee or asked for a receipt. Budget = scam artists and scumbags. read more

My family rented a Nissan Pathfinder for a road trip this past week. The customer service was okay but the car was not up to par. The vehicle was promised to be cleaned thoroughly because of the pandemic but it was not. There were many items left from the previous renter such as a disposable vape and orange juice as well as many crumbs from whatever was eaten. The vehicle had a HORRIBLE stench of marijuana and cigarettes. To top it off the vehicle's alignment was off making the driving experience for the driver very annoying. read more

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This place goes to BADBADBADBADVADBADBADBADBAD when they change the manager. My gas was little bit of under when I was returning the car, and I ask the front desk what should I do and can I go fill some more gas and then return the car. And the front desk didn't answer me. One minutes later, he just printed and ask me to sign, ignored my question. And the new guy there can not explain things between collision plan and liability plan properly which is so confusing. GOODBYE read more

This place is awful and the people working there are ride and mean. They act like they're doing you a favor by renting you a car, and they did not walk the car with me before I drove away then accused me of damaging the car upon return. I took my own pictures of two small dings but they found other damage they say wasn't there. I highly recommend avoiding this location at all costs. read more

I have had two experiences here that we're pretty dismal. I made a reservation for a car over a non-holiday/major weekend to haul my family and friends around, but received a text message the day before that they didn't have any cars and basically they cancelled my reservation. Cool, thanks, strike one. Another time I rented a car for memorial weekend and was downgraded because they didn't have the vehicle class I reserved. Annoying, but not game changing. Then when I came to return the vehicle I spent a solid 35 minutes waiting with only two customers ahead of me. Strike two. Their systems are obsolete, customer service is slow, sometimes they have cars and sometimes they don't. I'm not waiting for a strike three, I'll just rent from Enterprise down the street. read more

I know these places are typically horrible but this one was easy peasy and the car took all the thousands of miles rather than our lease. Good service at this Pasadena location. Rafael is very attentive and provides excellent service. read more

If it was up to me I wouldn't give them no starts ... this company is what you call False advertisement.... I rented a car until Sunday then to find out after renting it ... Sunday there closed and I got charged until Monday by force because they decided there not open and there's no other open location to drop off the car.. not one person that work there decide to tell me that also when talking to customers service they tell you there's no manager nor Corporate number so that I can speak to someone and if people really did the math they charge us not even within a 24 hour period anywhere from 150 and up per Supposedly a day when yet it's not even a full day. F.... This company.... Even when trying to talk to a representative I spoke to a robot what happened to service??? I remember back in the days we were able to talk to an actual person now everything's all robots.... I will make sure me nor my family or friends never rent from this company again. read more

I had a awesome time here, The staff has surpassed my exceptions of customer service. The moment i walked in , i was welcome with a warm smile, the girl there was very helpful. if your looking for good prices, and honest business, please come to this one ! YOU will not regret it ! see you guys soon !! 5 STAR place. They will be straight up with you and help you in anyway you need. good business with good staff, what more can you ask for really? read more

Do not go to this location! Received the most rude employee the moment I walked in to pick up my reserved vehicle. He acted as if I was disturbing him and wanted me to leave. I went in person 6 weeks prior to requested a vehicle to seat a specific number of people for carpooling up north. I was told it wasn't a problem, it was in the computer, and would be ready. But when I arrived, they had the wrong vehicle which sat less than what they had in the computer, AND what was in the computer was less than what I asked for! The young man there told me that was all they had and I would be charged if I didn't take it. I asked for someone else to help me, he rudely left me standing at the counter until a girl asked me if I needed help. She called another location, 45 minutes away, and told me that I could swap it out there for the right one and I could speak with a manager when I returned the vehicle. When I returned the vehicle, I got the same rude kid, told me there was no manager, and that I could either pay for another day and come back tomorrow or I could pay full price now. I demanded that he call some type of supervisor, to which he refused. I demanded a corporate number, at which he laughed at me and pointed out a number on their pamphlet. I called the number, but all I could do was file a complaint. I left, was charged full price, and will always associate this company with the snide smile of terrible customer service from a kid that shouldn't have a job. read more

The worst chain rent car location you can find. the guy there is super slow and unprepared and zero helpfulness. came on time waited for an hour to get a broken car that the tire was not working. Go to the Lake location and they refused to help, needed us to go back to this Pasadena location. We went back to Pasadena and the same guy said they have no car, and it was us that get here late to get our car in the beginning. what? We waited for an hour and on time! and what doesn't that do with renting a undrivable car to your customer. He said he has no car now and we have to go to Burbank where usually they have a lot of car and can exchange a car for us. come on that was what we just -did, we went to another location. We just didn't trust him and we ask him to call to Burbank location just to make sure that is feasible and he just said it can be and unwilling to help us to call other location. while we insisted not to leave ,he called his boss and then now he was told that Burbank has no car either. and have now has us drive that broken car and go to a place to fix it. wow!we rent a car, and we have have to spend our time to fix the car as well.We just wasted 6 hours+ just to get the car and fix their car. read more

I reserved a small car for my partner to rent at this location several days ahead of time. After we arrived to pick up the car and completed the paperwork, we were give keys to an SUV and told it was the smallest car available. We reserved a small car, not an SUV, we explained. We were not provided assistance in finding a smaller car at any of the other local budget locations, and ultimately went down the street to a competitor and paid 25% more for our car rental. Terrible service, and I will be sure to take my business elsewhere next time - you get what you pay for and it's all in the name. read more

Although the price is good, the service here is lacking. We have had a mixed bag, so I can't say it's always this way, but most of the time you get rude, disrespectful, unhappy staff serving you and when you reserve a car, it's not always there. Typically, the lady who has served us never looked at us when speaking, never smiled and spoke to us as if we were little kids. And while the initial car inspection is quick, the return car inspection is very detailed, so watch out or you may find that you are paying for damages that were already there. Again, while you may get a good price here, you may need to endure through an abusive customer experience. May or may not be worth it. read more

Affordable car rental and exceptional services. We rented a Ford SUV for 7 people for our trip, but on the day of pick up , they said my car was not ready but they are willing to upgrade to a Cadillac Escalade for only $7.00 for our whole trip. I was like hell yeah , why not ?! So they washed the car and I signed the papers and we hit the road like a rock stars lol. We are so glad we came in here and we want to thank you Bryan for all his help/service provided to us. We definitely come back in the future ! :) Thanks Bryan !!! read more

Budget Rent A Car - Car Rental Near Me - Pasadena, California

DO NOT rent a car from this location. People who work there are rude, and uncourteous. The car was dirty. I told Wendy, one of the employees, the car was dirty and all she said was it had been washed. There were ants all over the back seat. I drove a car home and the front bumper pealed off. I took the car back soon after I found the problem which was 2 hours after I rented the car. Right away the first thing I was accused of side swiped the car and I told both employees there that was not the case. When we walked through the car with her before taking out the car we both didn't see this because the panel was glued back to the bumper. I kept telling them i didn't side swipe the car at all. If I did it would have been another scratches visible, not just having the plastic part of a bumper falling off To summarize DO NOT go to this place. The employees are rude, not friendly, talked back to customers. I give them zero for customers services read more

Buyer beware. I reserved a car and prepaid the rental fee (including return on empty option). I handed the person at the counter my email with the confirmation number. What I received was a new reservation at a higher fee. I ended up paying an additional $187.58 for the rental. When I called Budget they told me I should have been more careful and made sure that I compared the rental rates. They were happy to refunded my original pre-paid reservation fee because it was the lower of the two. I travel quite a bit and I hope it was worth it to lose a customer for life for $187.58. This does not include the time I spent on the phone over the past few months. read more

I would give zero stars if I could. Horrible! Horrible! Horrible! Rafael is greedy! I rented a car for 3 days, and returned it on the 2nd. Rafael checked in the car, and said he had to charge me for 3 days, even though I returned it earlier. I asked for a copy of the written policy that stated that. Rafael had no answer. I am filing the necessary disputes, but am disgusted at the level of greed and complete lack of customer service. How can you say that you have to charge a higher amount based upon your store policy, but have no written store policy to back it up? Highly unethical! This was my first time renting from this location, and it will be my absolute last time. I will not recommend this location to ANYONE!! Beware!! They are greedy, unethical and lie!!! read more

This place took two hours to clean my car and they said they still need fifteen minutes never ever take cars from this place if you do tell them to clean it two days earlier the manager sucks. read more

I rented a car the other day, there is only one employee working, he had no mask on & no gloves. He appeared to be washing cars as well, at least he was outside in the car washing area, when I returned the car, he still did not have on a mask. I asked him if he wore a mask, he said he was tired of wearing it. Imagine if we all were tired of wearing protection ! I've rented cars from here for years but I won't be going back. read more

I needed a Rent-A-Car last minute. Andrew was very helpful. He was efficient and he upgraded me to a better car because it was my birthday. That's awesome customer service. I've never had a rental process go so smooth and quick. I would recommend this location to anyone. read more

The Best car rental place in the area! Andrew is exceptional. Super professional and quick. I had a last minute trip to Vegas and my personal car had just broken down so I needed a car asap. Andrew took care of me with no hesitation at all and practically saved my life. He was super friendly and definitely knows what he's doing so I definitely would recommend coming here. So glad he moved here from the Alhambra location! read more

Absolute total jerks. I had a 4 pm rental reservation. Got there right at 4 pm. They had already closed. Two employees were still there. One on the lot and one just sitting in his car. They refused to honor my rental appointment. Left stranded without a car. Never. Again. Ever. read more

I truly wish I had the experience most of these reviewers had with great customer service that was definitely NOT the case. This was my very first time ever renting with Budget and I didn't know what to expect. I showed up to pick up the car I had reserved, I was told that the car class that I reserved was unavailable and that I would receive a free upgrade for another car. The car I received was NOT clean, inside or out. The car had scratches and dents ALL over it. I had already decided at this point that if this was the quality of cars that they rent, I would not be back. I took the car and just went home and cleaned it out myself, BIG MISTAKE. The rental experience just got worse from there. Once I got to my destination I realized that the headlight on the vehicle was out. I called the 800 number and they assured me that I could go to any Budget location and they would exchange the car for me. I went to a Budget location and the customer service agent at that location had to call in to request approval to exchange the car. The agent on the phone asked to speak to me personally and then preceded to tell me that they would not be able to exchange the vehicle, instead she told me that I needed to take the car to Pep Boys to have the light replaced. SERIOUSLY, am I the only person that thinks that the customer should NEVER be inconvenienced to service a rental vehicle EVER? I REFUSED to take my time to have their car fixed; I don't even care if it would have only taken 10-20 minutes to fix the light. That is 10-20 minutes of MY time that I REFUSE to spend fixing THEIR car. I was eventually given a replacement vehicle. The replacement vehicle was MUCH better, very clean and in pristine condition. I later complained at this location in Pasadena when I returned the vehicle. I was again told that it is their policy to have the customer take the car into a local Pep Boys to have the car serviced. SERIOUSLY Budget, this is a VERY bad policy. On top of all of this, I expected that the manager would want to make things right or offer to do something to make my rental experience better. I was disappointed AGAIN. He offered to give me a free upgrade on a future rental. REALLY!!! Had he offered to maybe give me a free day on the current rental, I would have considered renting with Budget again. But there is NO WAY I will be back to Budget when this is how they treat their customers. TOTALLY wish I could give this place ZERO stars!! read more

We had a great experience renting a car here. Car was ready for us & it was a very quick check out. Easy return too. I reserved car through Costco.com. read more

2 stars for low price and proximity to home (convenience). For the second time, we booked online and showed up at the appointed time to get the car. When we got there--no cars! We were told to come back 20 minutes later. It seems wrong that if we've reserved a car, it not be there. Isn't that the whole purpose of reservations? Finally got the car 1 1/2 hours later and it was smaller than the one we'd booked on Hotwire for. AND, the guy at the counter offered a 10% discount but price was even higher than Hotwire quote even after the discount was applied! Shame on me for being too lazy to drive to Burbank Airport or LAX. read more