After waiting in line for more than an hour, I finally reached the counter. When I booked through the rental platform, I had already purchased full insurance. At the counter, I told the staff that I'd fully paid and bought full insurance. She asked me to sign on the iPad, where I noticed a lot of English terms and an amount listed. I reiterated that I had already paid in full and wondered why the amount was displayed. She assured me I wouldn't need to pay extra, it was just a signature. She didn't provide any contract or receipt, only a pick-up slip. After returning the car, I discovered $112.75 had been charged from my card. When I called to inquire, they said it was for additional insurance fees. I found this very confusing—I'd already purchased full insurance, why would I need duplicate coverage? Additionally, if there were extra charges, the staff should clearly inform customers about the amount and purpose. Such unclear charges feel like a deceptive act towards customers.

We arrived at 10pm at night due to flight delays. There were over 100 people in the queue and after 30 mins they told us they had only 2 wheel drive vehicles and no others despite booking a 4WD large vehicle. this was the same for most of the people around us. This was unacceptable as we were going to be driving in snow on ski fields for the 5 days. We eventually after 3 hrs saw a customer service person who did provide us with a suitable car but it was much smaller than we had ordered and paid for. We were grateful but would have liked to see a refund for the smaller vehicle. This was not offered at any stage.

no concerns.

When renting from the Budget-Denver branch, it felt like they were trying to add extra charges. The return process was fine.

Budget initially directed me to a car that was not in the car park, I returned to the office where the staff found me an alternative car.

They acknowledged the rate of the contract, but did not accept the insurance coverage that you were offering. However my credit card and private vehicle insurance covered me.

You are offering great products.