Feel free to read my exchange of emails with them below and make your own conclusionsDear Mr. Amorim, Thank you for your response. I apologize again that we had to get you a bigger truck for your move. We wanted to make sure you did have a truck for your move rather than be without. I also apologize that your name was misspelled in the previous email. The 50.00 offer is more than we normally would offer a customer when they have taken a different size truck. I do have the 50.00 being refunded back to your card on the rental. Please allow your bank 5-10 business days for this to show available for you. Sincerely,CristyAgent 32220 $50 dollars? After I spent $1300 between gas and rental? I almost feel like I am being nickel and dimed by you. Or I feel like I got a “standard” discount by the company. I will accept it since I don’t have an option but I don’t think this value makes me feel like you really cared or truly appreciated my business. In the future, when trying to show a costumer you really care at least make sure you spell their name right as well. Is this really the best your customer service can do? Problem resolution is the best chance to make a costumer for life and I feel like you failed to do so. Best, Pedro Amorim Dear Mr. Amorim, I very much appreciate your taking the time to tell Budget Truck about your recent experience. On behalf of our entire team, I sincerely apologize for the problems resulting from the 10' not being in working order. Budget Truck strives to have the confirmed truck type available when and where each customer has reserved it. Your reservation confirms the truck size that you initially requested during the reservation process, and our teams do their best to match your needs and accommodate your specific request. We hope this basic explanation is helpful. Although we cannot make up for your disappointing rental experience, Budget Truck very much appreciates your continued patronage and thanks you for reporting this incident to us and would like to reimburse you $50 for receiving a size that you had not requested. Once accepted we would refund that back to the card that was used and it can take 5-7 business days to see that back to your account. Mr. Adorim, Budget Truck strives to go the extra mile to give each of our customers a positive experience that includes a well-maintained, dependable truck delivered at a reasonable price by a friendly staff. Please allow us to serve your rental needs in the future, and we will do our best to make it a more positive experience. Sincerely,Cynthia Mcdougald Level 2 Customer Service Agent 31426Budget Truck Customer Description Of The Situation: When I went to pick up my rental truck it was Friday afternoon, when I got there they had just realized that the truck I had rented was not working properly, so the guy said the "upgraded" me to a 16' truck. I was very unhappy with that and it was too late to find another rental since I was planning on departing Saturday morning. First I spent more gas than planned, second I had never driven something so big and had a hard time with it, third, driving through the hills of Arkansas I feel like my trip was delayed because the truck had a hard time through all the up and downs. I chose the 10' because it was the ideal size for me and was pushed into something that cost me more in gas, took longer and was harder to drive. Wy would they wait until right before the pick up time to check the condition of the truck? They should have called me in advance to give me the option of trying to find another company to rent the proper truck.What We Can Do To Help: Even if I was told I was upgraded I believe I did not get what I wanted and that it costed me more money, I want a refund. It is the right thing to do.