Budget – Car Rental

User Experience Report

Week of April 21st, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Budget – Car Rental's key feedback

App-Website Sync Issues

Many users experience frustration due to the app and website not syncing properly, leading to password issues and reservation management problems. Approximately 15% of users report this issue.

The app and website don't sync, forcing me to change my password repeatedly without success.

Customer Service Challenges

Users frequently report poor customer service, including difficulty reaching support and unhelpful interactions, affecting around 20% of users. This leads to unresolved issues and dissatisfaction.

It's impossible to contact anyone for a refund after my car was towed.

Fastbreak Inefficiencies

Despite being a Fastbreak member, users often face long wait times and unfulfilled promises of expedited service, impacting about 10% of users.

As a Fastbreak member, I still had to wait in line for an hour to get my car.

App Functionality Problems

The app frequently crashes, fails to load reservations, or redirects users to the website, causing inconvenience for approximately 25% of users.

The app crashes every time I try to open it after the latest update.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Enterprise Rent-A-Car

Enterprise receives high praise for its user-friendly app and excellent customer service. Users appreciate the ease of booking and the reliability of the service, with many highlighting the convenience and professionalism of the staff.

#2 RUNNER UP

Hertz

Hertz has a mixed reputation, with some users praising the app's ease of use and customer service, while others report frequent technical issues and poor customer support. The app's functionality is often criticized, with users experiencing login problems and app crashes.

#3 Straggler

Budget – Car Rental

Budget faces significant criticism for its app and customer service. Users report frequent app crashes, poor customer service, and issues with reservations and refunds. Despite some positive feedback on app design, the overall experience is marred by technical and service-related problems.

Nuggets

Major Highlights of the Week

App-Website Sync

The app and website lack synchronization, causing users to face login issues and repetitive password resets. This disjointed experience leads to frustration and inefficiency in managing reservations.

I have to change my password on the website, but it doesn't work on the app, creating a frustrating loop.

Fastbreak Inefficiency

Despite being a Fastbreak member, users experience long wait times and broken systems at rental locations, negating the program's intended benefits. This undermines customer loyalty and satisfaction.

Even as a Fastbreak member, I waited over an hour for my car due to system failures.

Hidden Fees

Users encounter unexpected fees and misleading pricing, leading to dissatisfaction and perceptions of deceptive practices. This erodes trust and deters future rentals.

I was shocked by undisclosed fees that inflated my rental cost significantly.

App Crashes

Frequent app crashes, especially after updates, hinder users from accessing essential features and managing their rentals effectively. This technical instability frustrates users and impacts usability.

The app crashes every time I try to open it after the latest update.

Customer Service Gaps

Users struggle to reach customer service for urgent issues, such as refunds or cancellations, leading to unresolved problems and dissatisfaction. This lack of support diminishes the overall customer experience.

I couldn't contact anyone for a refund after my car was towed, leaving me frustrated.

Reservation Management Issues

The app fails to retain reservation details, requiring users to re-enter information and causing inconvenience. This inefficiency in managing bookings frustrates users and complicates their rental process.

The app doesn't remember my reservation details, forcing me to re-enter them each time.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

App-Website Sync

The app and website lack synchronization, causing users to face login issues and repetitive password resets. This disjointed experience leads to frustration and inefficiency in managing reservations.

Fastbreak Inefficiency

Despite being a Fastbreak member, users experience long wait times and broken systems at rental locations, negating the program's intended benefits. This undermines customer loyalty and satisfaction.

Hidden Fees

Users encounter unexpected fees and misleading pricing, leading to dissatisfaction and perceptions of deceptive practices. This erodes trust and deters future rentals.

App Crashes

Customer Service Gaps

Reservation Management Issues

Quotes of the week

Hear from some of the most impactful users to drive changes

The app and website don't sync, forcing me to change my password on one platform, which then doesn't work on the app, creating a frustrating loop.

Weeder46278

Week of April 21st, 2025

I am a Fastbreak member, yet I had to wait in line for an hour to get my car, which defeats the purpose of the service.

Recransli

Week of April 21st, 2025

The app doesn't retain reservation details under upcoming trips, and I'm hesitant to use Fastbreak due to security concerns with storing my credit card information.

Taglet

Week of April 21st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app and website don't sync, forcing me to change my password on one platform, which then doesn't work on the app, creating a frustrating loop.

Candice Wu

App Store

I am a Fastbreak member, yet I had to wait in line for an hour to get my car, which defeats the purpose of the service.

Kelly Williams

Google Play

The app doesn't retain reservation details under upcoming trips, and I'm hesitant to use Fastbreak due to security concerns with storing my credit card information.

Koray Okumus

Google Play

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User Experience Report

Budget – Car Rental

Top Insights This Week

App-Website Sync Issues

Customer Service Challenges

Fastbreak Inefficiencies

App Functionality Problems

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts