If I could give zero stars, I would — and it still wouldn’t reflect how catastrophically bad this company is.The level of customer service is astonishingly diabolical. We have now wasted eight hours of our lives attempting to contact two branches, only for each call to cut off after 15 minutes with the same useless message: “Call back later.”We were told we couldn’t extend our hire through head office because the car supposedly needed a service — despite no service light, warning, or message appearing on the vehicle. Instead, we were told the King’s Cross branch needed to confirm the extension. Except head office themselves admitted they couldn’t get through to that branch either, despite multiple attempts.Across six calls to head office and two emails (sent by head office directly to King’s Cross), we still have received NO response, NO assistance, and certainly no meaningful communication from anyone remotely competent.When we explained we had a family emergency and urgently needed to extend the rental, we asked for a customer service manager. We were told no manager was available — anywhere. Not in the department, not in the building, apparently not on planet Earth. I insisted I would hold, was placed on hold for 38 minutes, and then unceremoniously disconnected.Meanwhile, our mum has been admitted to hospital with a serious, l condition, and instead of being with her, we have been forced to sit on hold for hours because this company is utterly incapable of basic communication.I genuinely have no words strong enough to convey how infuriating, obstructive, and incompetent this experience has been.You cannot contact a branch of this company. You cannot rely on them. They are an operational shambles. I now remember why I previously swore never to use them again — that time they accepted a booking, took the payment, and then casually informed me there were no cars available when I arrived.Unfortunately, my sister booked this car before I could warn her.If you have any alternative, take it. You cannot trust this company to deliver a car, provide support, or even pick up the phone. If something goes wrong, you will be on your own.
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