When we picked up our car in Liverpool, I informed the customer service rep that we would return the car a few hours later to our destination (Edinburgh) on the return date. He said no problem, and I could do it online. Once I was finally able to get to our booking online (which was not easy to do and very hard to reach someone to help me in customer service), I put in the return time (5 hours later) and the fee was 355.00 pounds ($700 CDN)- more than our entire 5 day rental ($500)! I tried to contact customer service in the UK (no luck), so I contacted them once I returned home to Canada. The only option is to email them. After getting connected to the first customer service rep (probably AI), I was told to contact the Branch Manager in Liverpool. When they got back to me, I was told by them that there was nothing they could do, and told me to contact the Regional Manager, who told me that because I agreed to the late fee that there was nothing I could do. This communication was all in writing since they don't have a 1-800 number, and I wasn't going to pay long-distance fees to talk to someone who probably would tell me that there was nothing they could do for me. I was told that if I still wasn't happy to let them know. I requested that a Supervisor get in touch with me. That was over 4 weeks ago, and no response. I don't have time or energy to keep up this ridiculous back and forth and not have any human have the decency to speak with me, so I'm going online to leave as many 1 star reviews so that people know this is a terrible company that seems only interested in ripping people off and not in customer satisfaction or customer retention.
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