The pick-up process took about half an hour, which was tolerable. After returning the car half an hour earlier than scheduled, they charged me an extra $65. The email said it was for a late return. I went to the branch to resolve the issue, and they promised a refund, but after two days there was no sign of it. In the end, I had to dispute it through my credit card company.

They tried to up sale.

It wouldn’t let me book without extra coverage. I didn’t require the extra coverage or fee.

The staff in the Miami airport branch of Budget were rude and unhelpful. They were dismissive and very confusing. When we asked her for clarification (e.g. about the complex fuel arrangement and insurance) she didn’t explain anything and was constantly talking to a colleague throughout the booking process. Also we stood in line for over an hour which wasn’t ideal. The car (Ford Mustang) was great but was pretty dirty on the inside and clearly hadn’t been cleaned for a while.

Great experience from start to finish. Easy process and good communication. The app is also very handy.