If I could give them 0 stars I would have. When collecting the car, I asked where the key was; I was told it was in the car and with the engine running (and after the long wait thus far), we jumped in and drove off. When we arrived 80 mins later at our destination, no sign of any key. We searched the car but no sign - the key wasn't there so couldn't restart the car. We called Drivalia and after a long wait we got through and told the story. The first Drivalia employee suggested I call the tow truck and sit in it all the way back to the Drivalia office (80 mins+ away remember) in order to get the keys. In fairness the second employee recognised this to be ludicrous and said the keys would be dropped to the hotel in the next couple of hours. It was now 6pm on the Friday evening of our 2-night stay so we waited and waited and waited...until 8.30pm and still no sign. Our hotel was about 10 minutes drive from the nearest town so we called Drivalia who said we could get Uber, keep the receipts and they'd reimburse us for their mistake. Happy days. We got back from dinner around 10.30 and still no sign of the keys (they eventually arrived about midnight). I sent the recipts the next morning (July 19th), was told money would be refunded to me in 3-5 days. When we dropped the car back to Drivalia the next day, was told again 3-5 days for refund. A week later and no sign so I texted Drivalia and was then told actually it was a 6 step process for a refund and mine was only on the 3rd and anyway, it can take weeks. No arguments from me, so left it. Still hadn't heard anything so on 13/08 I texted and asked about it - no reply. On 19/08 I texted a follow-up and again no reply. My last message simply said "Hi, can I get an update here please? I would rather not have to pick up the phone and/or take to social media about this desperately poor customer service. But that's my next step if this doesn't get resolved asap." No response; tried calling and rang out (as it usually does), Been over a month since their blooper, since I was told 3-5 days for my refund, 3.5 weeks since I got the 6-step process nonense and not a single word ro rersponse since. AVOID THESE COWBOYS LIKE THE PLAGUE
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