I rented a car through Rentcars with…
I rented a car through Rentcars with Budget in Baltimore, USA. Unfortunately, I was unable to arrive in time to pick up the vehicle, so I called customer service to cancel my reservation. Their representative confirmed that the reservation had been canceled and clearly told me that I would receive my refund within 5 business days. After waiting more than the promised time, I contacted them again, only to be told that they would take up to 21 more business days to review my case because the cancellation “was not made through the website” and therefore was supposedly not valid. This is unacceptable. I relied on the information provided by their own customer service representative. Customers should not be penalized for mistakes or misleading information given by a company’s staff. Instead of honoring what I was promised, they delayed the process and shifted the responsibility to me. Very disappointing customer service and a frustrating experience.