The best experience ever

Ordered a transit van but given a Toyota Proace - significantly smaller and almost not fit for the purpose I hired for. Counter agent demanded I fill out a positive review of his service before giving me the van keys… only then to give me keys for a significantly smaller van than I ordered. Not impressed.

Arrived at 11 PM. It was cold and raining in Edinburgh; only two staff members were working, and they were slow and had an average attitude. I had read about others’ experiences beforehand, so I came prepared with a China Merchants Bank Platinum International Card, embossed, Visa-only, no UnionPay mark. But when picking up the car, they said the card couldn't be used for the deposit; I had to purchase full insurance on the spot to get the car. The insurance payment went through, and they explained that transactions and deposits go through different channels. They didn’t accept cash deposits, and I couldn’t cancel the order at that point, so I ended up paying £600+ for insurance. I saw other Europeans having the same issue when picking up their cars, so it felt like the company makes money off these insurance fees. I’ve never experienced such a scam in other countries. Warning other travelers not to fall for this.

Car was excellent and though small was ideal for 2 people. Long wait at pickup for an hour because of long queue. Several people arrived at the same time.

Easy to book, good price and got a discount online with the app. Clear information given so we didn’t have to buy extras.

Waited over two hours to collect vehicle.

Waited almost 3 hours for car collection. Very difficult customer service staff, and very strange document outlining vehicle damage and possible damage to underside of car bumper: all of which would be chargeable up to £1250