I booked a fiat 500 (manual) or similar petrol/gas for collection at 18:00 on Friday and return 18:00 on SundayFirstly, i was called a Drivalia employee at 14:27 on Friday who told me I would not be able to collect the car at 18:00 as he wanted to close the office then and go home. When i said the app had given me the option to collect at 19:00 he said I could book then if i wanted, but he would not be there to give me the car. So, i left work early to make sure i got to the Drivalia office in time.When we arrived, we were told that the car we could rent was electric. I said this would not be possible as where we were going in the countryside had no electric car chargers and that i had specifically selected a petrol/gas car instead of electric. I was told by the Drivalia employee that the only petrol/gas car available was the most expensive option. I said this was not acceptable and that it felt like the Drivalia employee was trying to scam us. I had prepaid for a service and that it clearly states in your terms and conditions that "our booking reservation system shows you real-time availability". I fully understand that we weren't necessarily going to get a fiat 500, and like all car rental companies it could be something similar. However, I had intentionally not selected an electric vehicle while using the app and made sure it was petrol/gas. The employee behind the desk offer no apology and was rude from the moment he had called me earlier in the day saying he wanted to close the office early. It seemed like he resented the fact we had turned up at all. I asked if it would be possible to speak to his manager. He call "head office" and the man on the other end of the line was just as rude and kept telling me that the electric car was "or similar" to what we had booked. He also stated that the app was not correct and that he had no control over what the app allowed us to book, which again is the complete opposite of what it says in your Terms and Conditions. He offered a small discount of £20 from the large upgrade in price we were going to have to pay. When i said it was not acceptable he said that he was going to cancel our booking. My wife who had stayed calmer than me during these conversations tried to help but was told by the employee behind the desk that he would not speak to her because she was a woman. I then asked if i could have my driving licence and the rental agreement (that i had just signed) back from the employee behind the desk, who said no. It seemed like he was intentionally trying to get me worked up to try and provoke me. I had to come round the desk to retrieve my licence.I have never received worse customer service in my life.
Claim your business profile now and gain access to all features and respond to customer reviews.
