My family of 6 people had to carry luggage on their legs because of the small trunk with all the seats up. Then at the counter they state that a Durango is pretty much a Tahoe which is a little bit lower to the ground. That’s the kind of vehicle I was expecting (Ford Expedition, Nissan Armada, Toyota Sequoia, Toyota Land Cruiser, GMC Yukon, Chevrolet Tahoe) but I was given a Dodge Durango, a midsize crossover with 7 seats. Cons:At the time of making the reservation budget states that a full size SUV would be a Chevy Tahoe or similar. Why is the car not ready, set aside, with contract and keys for me when I arrive at the counter? This franchise at SLC airport seems poorly managed - or maybe they need to update the inventory that they tell Kayak is available, as clearly the car I booked was not available. Due to Budget, I had already lost an additional hour and 15 minutes of daylight. ![]() I had no choice but to take what I was given and get on the road. The final issue that I am frustrated by is that I reserved a Chevy Impala and was given a Ford Expedition which is massive and not comfortable to drive as it is far too big. When I got to the garage office, the man there, Frank, immediately responded, made sure the car was being cleaned and did the paperwork himself, printed it out, and once the car was ready - just 5-10 mins later, got me in it and helped me hoist my luggage up into the HUGE car. They finally said I could go downstairs to the garage and wait there and my paperwork would follow, that the guy who was "helping" me would bring it. Give it to the customer, they can take it to the car and drive off. He finally went inside the office and a woman came out and communicated to me what was happening: a car was in fact being prepared, and once the car was ready, I'd be escorted downstairs with my paperwork, which seems totally unnecessary. The other person at the counter had left, so he was by himself. After 15 minutes of paperwork (!), the man at the counter finally tried to call downstairs to determine which car was ready for me to use. I strongly urge Budget to look into this franchise. Fortunately the man downstairs in the garage, Frank, was very helpful, and although overall I had to wait an hour for my car, which I had reserved for earlier than I arrived at the counter, he got me into the car relatively quickly once I went downstairs. I have dealt with him twice in 3 months, same situation both times. Its about 5 minutes from the airport.The man who helped me at the counter in SLC who I believe is named Joshua Da Jemente, is very slow and incommunicative which makes for a very frustrating customer service experience. You can either get back on I-80, or even less complicated is to continue west on North Temple Street to the airport. If you are returning a car to the SLC airport from I-80 westbound, get off on Redwood Road and fill up. FYI, Costco car rentals are like airfare.they change ALL THE TIME, so make a reservation and then keep checking and make a new reservation if the price changes (for my Hawaii car I went from $250 a week to $125 just watching it 2 or 3 times a day). ![]() I noticed that Avis had lower rates through Costco at the SLC airport location ($173 a week for a full-size, vs. I don't get hit with the sales pitch (maybe its the mention of Costco, or my pleasant-no-nonsense-I'm-a-smart-traveler-look on my face). ![]() When I arrive at the rental counter I let them know I'm picking up the car I reserved from Costco and will not be needing any upgrades or additional insurance. I have had wonderful experiences by renting through Costco. Renting cars can certainly be exasperating.
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