The entire experience was horrendous! The worst car rental experience I’ve ever had!!

It took about an hour a half to receive the car there was a backlog of customers at the facility at Heathrow. The car trip meter was not put to zero but I only realised this after I had set off in the car.

The platform seems good.

When I called the contact center it kept on going on to the IVR, ultimately someone answered who seemed uninterested. Getting to your pick up point was a challenge since the call center told me a different stop than what it was. When I reached the pick-up point I tried self service machine which didn't work. When I tried to get attention of the staff at the counter, I was told rudely because I'm late they wont work for me. The chap was using foul swear words with his colleagues in Indian language while I was at counter, least mindful of the fact that I could understand Indian language. I saw a customer break into tears because your crew charged him $350 for a scratch on the wheel. For a moment I thought I had signed up to a scam shop and was scared if the same fate awaited me at the return. It was stressful. Best part of return the chap was fresh as a daisy even if it was almost midnight. He took the keys and completed the process in minutes. That still doesn't change for me the impression I got when I came to pick-up, I will always be scared that I could be paying $350 for a scratch so while I value this survey, you wont' be seeing me again ever !!

When picking up the car the woman marking the damage was totally obnoxious as was the driver who picked us up at the airport. The young chap behind the counter started off okay but when getting into discussions with the damage marking lady he became slightly rude and wouldn't listen. On returning the car what a totally different experience the 2 guys checking in the car and young man behind the counter so much better. Pity the others couldn't learn from them