When you reserved your rental vehicles you agreed to the cancellation policy before booking and paying your deposit, in turn we agreed to have the vehicle's ready for you upon your arrival rather than renting them to another customer. I am sure you would have loved your rental and the Grand Staircase-Escalante National Monument. I am sorry that you experienced mechanical problems and were not able to visit the Escalante area. Our rental policies are in place to protect the customer, the National Monument, and our business. We want our customers to have a great time in Escalante and the Grand Staircase National Monument. Customers that damage the vehicle during their rental period are provided with an invoice, that documents the total cost, once the repair is complete. The tire, rim, and gas tank cost is well over the $500 deposit made by SC_Visitor483. Upon vehicle turn-in we noticed a portion of sagebrush stuck under the vehicle, this shows the vehicle was taken off the marked OHV trails. Unfortunately SC_Visitor483 or another driver in his party drove the vehicle off the marked OHV trails damaging the tire, rim, and gas tank. We also advise all customers to keep the vehicles on the OHV trails, this is explained in writing and each customer is provided a copy of this information. We do require all customers to purchase insurance and that insurance is used after the $1,000 deductible is met. All of our customers fill out and sign forms that inform them of the consequences of damaging the vehicle. We are sorry that SC_Visitor483 is upset over the damage done to our vehicle while it was in his possession. Just know that if there is any damage during your ride, no matter how slight, you will lose all your $500. However, when I called them to ask where my refund was they insisted the ful $500 was needed to cover the replacement due to labor? $285 labor to replace a tire and rim? Outrageous!!!!!!!! I looked up on CanAm's site the cost of the rim and tire and the retail buying from them was $214.98. They assured us that they would refund the difference between the $500 damage deposit and the cost to repair within 3 days. At this point on our return it was noted that a front tire was low on air and further examination revealed a small bend in the rim and gash in the tire. After riding another brief visual is done. Before you ride a brief visual inspection of the exterior is done. They explain that is the maximum of your liability. Second, they require a $500 deposit per machine. They do not explain what exactly this covers. First, they require for you to pay for insurance. However, the financial details are potentially bogus. We both took turns driving and the scenery and driving off road like that was a blast for us.The riding experience was fun - lots of trails, powerful machines. Because of the mud and snow we couldn’t go all the way up but it was all amazing to see. After roaming through the canyon we headed back down and went up toward Hancock Peaks where we saw this otherworldly gray landscape. We first went to Casto Canyon and we were up close and personal to the orange hoodoos. Then we had a full 4 hours to roam through this beautiful country on our own. Then David led us to our starting point and gave us a rundown of the area we were to explore, explained how to read the map which took another 15 minutes. The paperwork, helmet fitting and review of how to operate the UTV took about 30 min. From the moment I called until check out, David and Tina were great! They explained everything thing in detail, updated me with text messages, helped choose the best rental to do.
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