Review Time
I rented a vehicle for 16 days with a return at an airport location. The service representative informed me of damage to the car's wheel covers, which was documented in the rental agreement. I recorded video evidence of the scrapes on all four hubcaps. Upon returning the vehicle, the agent again claimed there was damage to the wheel covers and took photos. She pressured me to sign the return documents, warning that refusing would leave the rental open. A couple of months later, I was charged £135 for hubcap damage, despite having proof it was pre-existing and noted in the agreement. This rental service has been the worst experience I've encountered, particularly for non-UK residents. This was my second time renting with them, and once again, I faced an unjust additional charge. Fool me once, shame on the service; fool me twice, shame on me. The management is truly disappointing.
I want to highlight the unacceptable customer service encountered at this location. My partner was ignored for 20 minutes upon arrival, and when she finally approached the counter, she was met with disrespectful comments from the staff. This behavior is entirely inappropriate, especially in 2025. When we tried to lodge a complaint, we were put on hold for an extended period and transferred multiple times, only to be told that complaints couldn't be addressed until after the rental was completed. This lack of accountability and care for customers is alarming, especially given our previous positive experiences. I strongly advise reconsidering any dealings with this company.
If I could rate this company negatively, I would. I've never encountered such rude and aggressive customer service. We faced unreasonable demands regarding payment methods for a car hire, and the staff showed no willingness to assist us, even when the situation was urgent due to a colleague's family crisis. Their refusal to provide a refund was unacceptable, and I have little faith that they will resolve this issue. I strongly recommend looking elsewhere for car rental services.
This review concerns the service at a specific location. My booking was canceled just two hours before pickup, and the representative I spoke with was indifferent and unprofessional. This situation disrupted my plans significantly, and now I must wait 28 days for a refund. I advise avoiding this location at all costs.
I paid for a premium vehicle but was told I could only provide a credit card for the deposit, despite having debit cards available. They wouldn't accept a credit card over the phone, which resulted in unexpected charges for a basic car instead.
I booked a car to pick up at 12 PM, only to receive a call the morning of stating I couldn't collect it until around 4 PM. When I tried to communicate my scheduling conflict, I couldn't reach the branch for over two hours. This level of disorganization is unacceptable for a car rental service.
The driver who picked up my vehicle drove recklessly. The car I booked was unavailable, and I ended up with a vehicle that had unpleasant odors due to improper cleaning. Additionally, I faced unexpected charges after returning the car, and customer service has been unhelpful in resolving these issues.
The service I experienced was incredibly disorganized and unprofessional. Check-in was painfully slow; despite being fourth in line, I watched as only one agent worked, taking far too long to process customers without even asking for driver IDs. I waited 46 minutes for my car, which was not ready, and others were in the same situation. Additionally, my vehicle had preexisting damage that wasn't noted on the contract, requiring me to return to the desk for clarification. The agent I dealt with provided shockingly poor service, failing to acknowledge my requests. This entire experience was frustrating, and if I could rate it lower than one star, I would.
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