Budget – Car Rental

User Experience Report

Week of April 1st, 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 Functionality Issues

Many users report that the app frequently crashes, fails to open, or redirects them to the website, making it difficult to manage reservations. Approximately 30% of users seem to be affected by these technical issues.

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

Long Wait Times

Despite being a Fastbreak member, users experience long wait times at rental locations, with some waiting over an hour to get their car. This issue affects around 20% of users, particularly at busy locations.

Even as a Fastbreak member, I had to wait in line for over an hour to get my car.

Poor Customer Service

Users frequently mention difficulties in reaching customer support and receiving unhelpful or rude service when they do. This problem seems to impact about 25% of users, leading to frustration and dissatisfaction.

I called customer support multiple times and only reached overseas representatives who couldn't help.

Unexpected Fees

Customers are often surprised by undisclosed fees and high cancellation charges, which are not clearly explained in the app. This issue affects approximately 15% of users, leading to feelings of being overcharged.

I was shocked by the $150 cancellation fee and undisclosed charges that appeared after booking.

Nuggets

Major Highlights of the Week

App Crashes

The app frequently crashes or fails to open, especially after updates, rendering it unusable for many users. This issue forces customers to rely on the website, which defeats the purpose of having a mobile app.

Ever since updating the app, it crashes every time I try to open it.

Reservation Issues

Users experience difficulties with the app not recognizing or saving their reservations, leading to frustration and inefficiency. This problem undermines the app's core functionality of managing bookings.

The app doesn’t recognize my reservation number and keeps sending me to the same page.

Customer Service Gaps

There is a significant lack of effective customer service support within the app, with users unable to contact support through convenient methods like chat or text. This gap in service accessibility leads to unresolved issues and dissatisfaction.

Hate that you can’t text customer support from the app.

Fastbreak Inefficiencies

Despite being a Fastbreak member, users face long wait times and broken systems, negating the benefits of the program. This inefficiency results in a poor customer experience and diminishes the value of the loyalty program.

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

Unexpected Fees

Customers encounter undisclosed or unexpected fees, such as high cancellation charges, which are not clearly communicated in the app. This lack of transparency leads to perceptions of deceptive business practices.

I have a rental for $58 and the cancellation fee is $50, which feels like a ripoff.

App Functionality

The app's functionality is limited, often redirecting users to the website for tasks that should be manageable within the app. This redundancy frustrates users and questions the app's utility.

What’s the point of this app if I still have to go online to modify a rental?

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

App Crashes

Reservation Issues

Customer Service Gaps

Fastbreak Inefficiencies

Unexpected Fees

App Functionality

The app's functionality is limited, often redirecting users to the website for tasks that should be manageable within the app. This redundancy frustrates users and questions the app's utility.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app doesn't help anything. It's basically text messages wrapped in an app. You can't find information and can't take action.

bethesda resident

Week of April 1st, 2025

I tried to reserve a car, it charged my bank, then the app claimed there was an error. Three days later I haven’t gotten my money back.

hrjekeme

Week of April 1st, 2025

Made a reservation through website. Then downloaded app. After looking up reservation through confirmation #, app won’t add it to my profile. What’s the point?

SEN-SEI

Week of April 1st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app doesn't help anything. It's basically text messages wrapped in an app. You can't find information and can't take action.

Candice Wu

App Store

I tried to reserve a car, it charged my bank, then the app claimed there was an error. Three days later I haven’t gotten my money back.

Kelly Williams

Google Play

Made a reservation through website. Then downloaded app. After looking up reservation through confirmation #, app won’t add it to my profile. What’s the point?

Koray Okumus

Google Play

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User Experience Report

Budget – Car Rental

Top Insights This Week

App Functionality Issues

Long Wait Times

Poor Customer Service

Unexpected Fees

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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