I rented vehical # 553755 and tow dolly # 670638 on 04/02/08. It was a one way rental from Portland, Oregon to Gainesville, Florida. We were to have the truck returned by 04/13/08 and opted for unlimited mileage as we were going to be making sightseeing stops along the way. Budget recommended this particular tow dolly to tow a 1999 Ford Explorer XLT. The tow dolly was defective to the point that we almost lost the truck on an entrance ramp to a interstate bridge overpass. We again hooked up the truck to the tow dolly as instructed and set out on the road. The tow dolly continued to have problems the entire way towards Tillamook, Oregon; one of our first stops. We constantly had problems with tow dolly straps coming loose and were consistently having to tighten down the tow straps. What should have been a two hour drive turned into a nine hour drive and we lost an entire day to the hassles provided by your recommendations. Once we got to Tillamook, Oregon, we called Roadside assistance. We ended up speaking to one of your maintenance supervisors by the name of Billy. He informed us that the particular tow dolly rented was not suitable for towing the 1999 Ford Explorer XLT and assisted us in finding a flat bed trailer to tow the vehicle as requested. There were no suggestions of the trailer being brought to us, but instead we had to go out our way to drive back to Salem, Oregon; which is only 45 minutes south of Portland, Oregon to pick one up. This in turn cost us another day in travels all because you hire people who don't have the knowledge required to rent these types of services.
From there, since Budget already put us two days behind on trip, we were forced to take I-5 south down into California, instead our original route down the Oregon coastline and into the National Redwood Forrests. We continued to drive through California to our final destination, after being very disappointed that we couldn't drive the scenic Oregon coastline and see the California Redwoods, through the Mojave desert. The truck began overheating, we checked all necessary fluids, all of which were beyond sufficient and we called roadside assistance. I spoke with Michelle, ID # MGO located in Maryland, and she proceded to inform us that any problems would be our fault, any repairs made would be charged to us and if she sent someone out to take a look and there turned out to be nothing wrong that we would be charged for the time it took for the service person to drive to our location and any time they needed to tell us nothing was wrong with the vehicle. I was irate. I paid for a rental truck, abided by all rules and regulations of the contract I signed and I was still going to be charged for any potential services rendered to equipment that was faulty to begin with; not to mention that we were stranded in the middle of the desert! I felt completely violated and abosolutely astonished. We let the truck cool down and started on our way once again. That night, it took us 3 hours to go 30 miles in distance. This was completely absurd. Once again we were forced out of our plans of sightseeing and forced to take the shortest route with the least amount of inclines. We were not able to see the Grand Canyon and our only option was to take the I-10 through Texas, since it was the flatest and quickest route to get home. On our way to I-10 in Texas, there were many times when our rental truck would go no faster than 10 miles an hour up steep inclines, would continually run hot and we were continually forced to make unnecessary stops to let the truck cool down to a driveable temperature without damaging any parts to the engine. We were many times stuck on the side of interstates with semi-tractor trailers whizzing by us at 60 miles per hour or more. It was dangerous, unreliable and most of all disappointing that a company with your name and stature would even consider putting this type of malfunctional equipment on the road, much less on a one way rental across the country. We eventually made our destination with many unseen places that we wanted to go and one day late. Oddly enough we were charged for that day as well, as if we hadn't been screwed enough by your company as it was. I was very disappointed with your equipment, your truck, your customer service skills, your road side assistance department and your overall haphazard way of dealing with your customers.
You can bet that I will never rent from your company again and everyone that I know will be informed of your erratic responses to legitimate questions and concerns from your customers.
I am requesting a full and complete refund of all "so-called" services. You rented the wrong equipment to perform the task requested, you rented faulty equipment from start to finish and because of the combination of this you completely ruined our vacation and sightseeing efforts, not to mention that because of the faulty equipment, we were late on the return and charged lates fees. As if the combination of all the aforementioned problems were not enough, my nephews, who were expecting to have an awesome spring break, with the ideas that they would get to see things as wonderful as the National Redwood Forrests and the Grand Canyon had to miss a day of school because of all the trouble we had with your rented equipment. The day after your equipment was returned, I spoke with Sharon, ID # 54228, who said she would refund the cost of the towing dolly rental. I have not seen any of those charges reversed on my account, nor have I seen my $150.00 refundable deposit returned. I feel that with all the troubles and complications we had directly due to your negligence, I should be refunded in full for all charges made by your company. My attorney will be waiting to hear whether or not your company is willing to step up and give a complete a refund. Keep in mind that it is the right thing to do, you rented us a faulty tow dolly which almost completely wrecked my personal vehicle being towed, you rented a faulty rental truck that left us stranded and possibly could have caused severed harm to anyone my traveling party. I look forward to you settling this matter as soon as possible and would expected all charges to be reversed or refunded. I will escalate this matter further to the care of attorney if your do not respond quickly, efficiently and refund the entire cost of rental, late charges and deposits. I hope it does not come to this. Thank you for time in reviewing this formal complaint against your services.
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