This Budget truck rental location in Niles is completely unreliable. That said, Budget itself came through and refunded the difference between the cost of the truck I reserved, and the one I had to rent in its place. I needed to rent a truck to help my son move on Easter Sunday (4/8/2012). Many places aren?t open on Sunday, let alone Easter, so I called and spoke to Dennis on 3/30/2012 before I made my online reservation. He assured me they would be open on Easter, as long as I picked up my truck early since that location is only open for a short window of time on Sunday mornings (which is weird, and not what the online reservation system shows ? but whatever). An early pickup wasn?t a problem, so I booked online. I called back to reconfirm on 4/2/2012 and Dennis told me to be there between 8:30-9:00 AM. On Sunday morning, we got to the location between 8:15 and 8:20. No one was there. I made my first of 9 phone calls at 8:28, leaving multiple voice mail messages. We finally gave up at 9:10 and luckily were able to get a truck at Home Depot, but for 40 cents per mile more than my online reservation with Niles Truck Rentals. We got no phone calls back, so I called at 7:30 AM on 4/9/2012 to complain. Dennis said the person who was supposed to be there was sick. I understand that this can happen, but how about a phone call, or an apology? Someone who rents trucks for a living has to know that typically people have scheduled pick ups and drop offs, have lined up friends to help, etc. Dennis couldn?t have cared less. I asked about the ?absolutely guaranteed reservation? he mentions on his voice mail message. I told him I wanted to know what that guarantee entailed, since I felt they did not live up to the guarantee, and we paid a lot more for the alternative rental. Basically, the guarantee is meaningless. He said ?I?ve got 6 trucks sitting here right now?. That?s nice. They were there yesterday too, but no one was around to give us the keys to the truck we reserved, and the next day everyone we lined up to help is at work. But it gets better ? 45 minutes later, Dennis called me back and left a voice mail saying that he looked at his notes from my phone call earlier in the week, and that he?d told me to be there between 8:00 and 8:30, and since we weren?t, we ?lost our reservation?. I called him back to tell him he was ridiculous. Hadn?t he just told me the guy that was supposed to be there was sick? Plus, we were there before 8:30 anyway. I made my first phone call at 8:28, after we?d been waiting in the parking lot for a while. Niles Truck Rental is a very unreliable business and should be thrown out of the Budget network.
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