Reply from American Dream VacationsAug 26, 2019
Mr. Gonzales,
I would like to first apologize for the inconvenience you suffered with the motor home. It is always our hope that every customer go and come with nothing but fun in between.
Unfortunately, as with all things mechanical, this isn’t always the case.
All of our vehicle tires are thoroughly inspected and properly filled with the required air pressure prior to departure. We do this not only for the safety of our customers, but also to prevent all of the problems that may arise from a blowout or tire failure during a trip. The costs incurred on the road, for blown tires and assistance, are often far more expensive than that of a proper inspection and/or replacement of a tire while here on the lot. The last thing we would want is to have you or any of our customers upset or delayed due to oversight on our part.
Seeing as the blowout you experienced occurred in North Carolina and the vehicle only had 29,000 on it, I don't feel the failure was due to oversight.
Blowouts can be alarming and distressing to say the least and waiting for roadside assistance can become tiresome. I apologize for the response of the contracted service company. While it is not uncommon for any roadside assistance to take several hours especially during summer months with increased travel, there is absolutely no excuse for them to be rude to our mutual customers nor deny service on 16" rims. This is false as they are contracted with a network of shops around the US similar to AAA although, for larger vehicles. Rest assured that this has already been brought to their attention and addressed.
The deposit was not simply withheld but rather applied towards the additional 600 miles you drove and the additional extended night of rental. Prior to being withheld, we discussed this on the phone and you were in complete agreement. The remaining $275 was refunded back to your credit card.
It is not uncommon to receive toll bills weeks if not months after the violation. Because all of our vehicles are individually owned, we reach out to the renters to collect for the appropriate violation as the toll bills are received.
After the 3,600 miles trip, the only issues that were mentioned was the blowout and the rate at which the generator consumed propane.
We gave you a complimentary one night gift certificate good for the rental of any vehicle we offer which is valued up to $500 depending on the vehicle you choose.
Your business is much appreciated.
