All service is good and staff very friendly.

We arrived at the Budget/Avis counter at Montreal Trudeau International Airport around 8 AM, but there was no one there, even though their business hours state they open at 6 AM. A middle-aged woman showed up after 8, looking very displeased as if we had disturbed her sleep. We handed her our rental voucher, and she processed the pickup and added an additional driver at my request, explaining that for spouses, there is no extra charge. Initially, we were happy as it saved us some money. However, when we reached the parking lot, we saw they had given us a Chevrolet Spark, the same model we originally got from Alamo in Vancouver, which has a trunk too small to fit two suitcases. Alamo eventually replaced it with a new Golf. We went back to the counter to request a different car, but the lady's attitude worsened, saying they had no cars of the type we booked and that if we wanted a bigger car, only a C-class KIA was available for an additional 10 CAD per day. We argued that since they didn’t have our booked car, the upgrade should be free. She insisted that the Spark was in the same group as our booked car and that we needed to pay for a larger one if desired. We then contacted Mr. Zhang from your Guangzhou headquarters, who had provided excellent service before our trip and left us his WeChat for any issues. We reached him via WeChat voice, and after hearing our situation, he agreed that the other party was at fault and promised that the customer service would call us soon. Your company’s customer service called quickly, communicated with Budget, but it seemed like the problem wasn’t resolved. The customer service suggested we agree to the upgrade fee to complete our trip and discuss it later. Meanwhile, the woman had already given the KIA to someone else, implying we no longer had that option. Ultimately, they gave us a Hyundai Elantra, charging us an additional 32 CAD, with the remaining amount to be charged upon vehicle return. Being forced to upgrade for a fee left us very dissatisfied with Budget.

From picking up the car to returning it, it was a pleasant process. The staff were very friendly. On the return day, we woke up late and were nearly an hour late. They didn't charge us for the extra time (at least that's what they said, we'll see when the deposit is refunded). They even gave us extra time to refuel.

La voiture de location était parfaite, lors de récupération nous avons passé 50 minutes pour trouver le véhicule, nous sommes retourné au guichet, heureusement un employé a eu la gentillesse de nous accompagner jusqu'au véhicule. Le personnel au sous sol a été formidable et compréhensif.

Parfait et très clair sur la plate forme de réservation.

The original car they gave was faulty. Had to return and replace it. Time was wasted but replacement was great

Like: Car was in good condition and worked well for our needs.
Dislike: Car was advertised as a Toyota but ended up a Ford. Inflexibility for adding a couple of hours beyond the exact 24h period - had a later flight to catch. An extra hour would have costed 50% of a full day - that's very poor customer service in my opinion.