Following a long and arduous journey from Australia to visit father who is very ill with cancer, arrived at Drivalia, Glasgow Airport to be met with completely unacceptable and inappropriate actions. Having been held up at customs, a situation out with my control, arrived to be told that the car I had hired and paid for (via booking.com), was no longer available and would be required to pay a further £350 for another vehicle. On top of that required a £2,000 excess to be placed on my credit card, which would restrict funds (to £500, given my requirement to assist parents financially during my visit would have been inappropriate. I was forced to leave, hire another vehicle from a different company. Following discussions with the manager, Mr. Peter Kerr, he accepted that it was handled very badly, and assured me it would be refunded within 3/5days. Having chased him repeatedly we were advised that he had no intention of pursuing and failed to honour his promise, retracting any refund or help in the matter. Have now written directly to Head Office, Customer Complaints and Booking.com - all have failed to respond. They claim I was a no show, which in fact is in factual and untrue. I arrived to collect, ,albeit late but prepared to take car but felt it was all handled with a lack of transparency and dishonesty.After a number of days waiting for a response, have this afternoon received a reply from Mr. Peter Kerr, hasten to add astounded by the false narrative, disinformation and inaccuracy of the facts. Not only was he in full agreement in respect to both the holding deposit given the circumstances, but given that they failed to provide a suitable car (and confirmed as a No Show), which again was untrue, he is now providing a complete prevarication of the facts as they unfolded. We were met with abrupt and rude staff during every call placed, and yet has accused us of being rude, when we expressed only frustration by the fact, all of our calls were ignored, we were advised to call back as he was at lunch, then told he had left early, provided contact details to which he failed to have the courtesy of returning any calls, or addressing emails and now find ourselves being told the matter 'IS CLOSED', no refund, no apology and very poor management of the entire situation from start to finish - we will never use this company again.Just received a response from Customer Complaints - they have asked that I updated via their booking system, again made many attempts but this failed, just as everything else with the booking had. To lack care or compassion during the hire of this vehicle, required to transport ailing father for chemo sessions is very poor performance indeed. Therefore please do us the courtesy of handling in a more professional and timely manner our full complaint
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