I finally received an email response from Budget Customer Service. Given it took 6 days for them to reply (vs. a promised 24 hours) I thought I would actually get a more comprehensive response - i.e. "life is about choices and you can pay for convenience" - but instead they apologized and said that I shouldn't have had to wait in line, and have escalated it to the city manager for Detroit.

I find all this to be nonsense because I was clearly told in Detroit that making customers stand in line was a computer programming decision made by corporate, and they had no control over it. I actually believe them because the roving return agent tried different tricks to get the charge removed (next time, I'll ask them to fudge the mileage, because that's a trick that WILL work). I have also read FTers have had the same experience in other cities.

I replied back to Budget to ask them if they meant that in the future I will be able to get the charge removed at the roving return unit (because after all, they promised "to prevent any future recurrence"). I'll let you know if I hear back.

Hello Mr. xxxxxx,

Thank you for contacting Budget Customer Relations regarding your recent
rental from our Detroit office.

Budget is a company that is actively interested in and committed to
providing the best all-around service for its customers. It is distressing
to receive a report of this nature and to learn that a customer has found
some aspect of their experience with Budget to be less than satisfactory.
We apologize for any inconvenience of getting the gas charge removed.

Any difficulties or problems encountered by a customer are a concern to us,
and we apologize most sincerely for any inconvenience you may have been
caused. Please be assured that your experience was not typical of Budget's
usual high standards, and that the responsible manager has been contacted to
prevent any recurrence.

Thank you for bringing this matter to our attention. We look forward to the
privilege of providing for your future rental needs.

Thank you for choosing Budget

Joe Daniels