I had made an online booking for car hire to pick up from Edinburgh airport where I had travelled to with my wife and three children. There was no problems online booking the car, I am a memeber of Europecar and a previous customer and had only rented a car from a different branch around 5/6 weeks prior. We arrived really excited to celebrate or wedding anniversary and looking forward to explore the city. But things didn't go as planned. I went to collect the car and I was refused. I was told that I didn't meet the rental criteria, as they perform credit checks. Even though I am a returning customer I was not aware of this, when I had previously hired from a different branch there was a slight issue but this was to do with blue light card discount, no mention of credit checks at all. And even when I made the books online there was no mention of credit checks. After being refused rental, which I fully understand if that's the company policy and anyone don't meet the requirements then a car would be refused. The staff were limited in branch as to what they could do I understand this also but there was not alot of help given, and knowing I had three children with me. All I was given was a piece of paper with a basic explanation and an email address to contact to find out why. Which I did and I also asked a few questions non of which got answered, one of the questions I asked was to confirm what I had been told in branch that I WOULD NOT be charged anything for this rental, they didn't answer that, all I got in the form of a reply was a breif description about credit checks, non of which are done at the time of booking, and exactly the same letter I received from the branch the day of rental. I asked about being charged for the vehicle ij branch and I was told that the car hire would be cancelled their end and I WOULD NOT be charged anything. I have this morning noticed that I have been charged £102 by the brach still, for a vehicle I could not rent, which is absolutely disgraceful. Be very careful when hiring, you will have to undergo a credit check, which is not done at the time of booking online it's only done in branch, if anything comes up you will not be able to hire and you will be left in a difficult situation and you will also get charged for a vehicle you didn't have. The original price for the car hire was more the £102, it was around £154, but we have still been charged £102. I then on the day had to go around to different rental company's to find a vehicle, which luckily enough I managed to find one with no issues in renting at all, albeit it cost more money but we were in need of a vehicle.
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