I booked a van hire a week in advance for a house move, expecting a smooth process. When I arrived at the Heathrow branch at 10am for my scheduled pick-up, there was no queue, yet I still ended up waiting over an hour before anyone even checked my paperwork.Once it was finally checked, I was told I needed to pay a surcharge, which I paid immediately — but no receipt was given. I was then told to wait again for the vehicle collection. After another 30 minutes, the customer service advisor informed me that the van was faulty and offered me a car instead. I explained clearly that a car would not meet the purpose of a house move.I asked for a refund, and they said it would be returned to the original payment method, including the surcharge. I’ve since emailed them, and it has now been two days with no response at all.This experience showed extremely poor communication, long unnecessary waits, and unprofessional customer service. I would not recommend this branch, especially if you are relying on a vehicle for a time-sensitive move.
Claim your business profile now and gain access to all features and respond to customer reviews.
