Good experience. Nice vehicle. Friendly staff.

I arrived at the store at the agreed time and was informed that the reserved model was unavailable. I needed to wait one to two hours for the car to be delivered. I had only booked the car for one day, from 10:00 AM, and waiting two hours would waste the entire day. After negotiating with the store and coordinating with the rental platform, I was eventually given a Mazda SUV. I finally got the car at 11:00 AM. Really unreliable!

Service attitude was good, explanations were detailed. The wait time was a bit long but understandable.

The listing on the rental platform indicated it was a full-size SUV, but it wasn't actually. Previously, I had booked a Suburban with another rental company, which was also listed as a full-size SUV, so I thought they would be the same category, but it turned out to be much smaller. It's more suitable for four people plus luggage. The rental company kept pushing insurance even though I had already purchased full coverage. The service was slow, so I'll choose a bigger company next time.

The business hours at ROCHESTER airport are short. This time, both our arrival and departure times were outside the company's operating hours, so we could only pick up the car the next day and had to return it a day early. It's a bit inconvenient. Maybe because ROCHESTER is a small place, unlike big city airports like Los Angeles or San Francisco where the car rental spots are staffed 24 hours.

When picking up the car, the male staff at Budget counter informed me that they no longer had the Ford Explorer I reserved. They only had a Chevrolet Suburban, a large SUV, available with an upgrade fee of $125 per day. Considering there were six of us with six pieces of luggage, we had no choice but to agree to the upgrade. Renting it for two days including tax came to $599.47, almost $270 more than the originally confirmed amount on Zuzuche.com! I thought the Ford Explorer I initially booked would have been sufficient for us and our luggage, but Budget's failure to keep the model we reserved resulted in significant extra costs. I will not be using Budget again. Compared to a friend's experience at another rental company where they got a free upgrade under similar circumstances and were even given an additional day's rental due to the larger vehicle's higher fuel consumption, Budget's service was disappointing. Additionally, the process to pick up the car at Budget was slow, and there were no staff to accompany me to the vehicle. They just handed me the keys, and I had to find the car in the lot myself. When I had questions there, no staff were present to assist. The entire pickup process took almost 45 minutes.