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“Started dimly and just got worse!”

written by 268Goodman on 14/05/2015

Easirent Glasgow airport - Dismal service from the moment I arrived at the supposed collection point and had to ring 4 times without answer, through finally be re-directed to a different area, the subsequent long wait for collection at this new area along with 4 Dutch people who were very confused and told the shuttle would take 30 minutes, through to the shuttle itself which was so small I had to use a jump seat, to the requirement for a paper licence copy (which I didn't have and haven't needed ever before, but was charged £10 to contact the DVLA) and the Manager who being unreceptive to those problems, lost his temper and belligerently threatened to not rent me the car I'd already paid for (can he legally do that?). This started badly and just got worse. I should have known at this point and just walked away. Next time I'll just follow my gut and leave, but I just thought go with it, this can't get worse, but oh boy how wrong can we all be.

When I asked to talk to the manager, I was told that this person WAS the manager!! ? I ended up having to say "please may I proceed with my car rental?" before we proceeded. The rest of the paperwork was all done in complete silence. A perfect example of how not to conduct customer service, eh?

At no time did I raise my voice or become aggressive, but being at the counter to their Glasgow airport and under time pressure, I had no option, but to take the scuffed and paint chipped car I was given. It was hard to spot all of the minor paintwork and rim damage and whilst I did go over it in detail, there was just so much wrong. Meanwhile, the "Manager" kept saying, they wuldn't worry about stone ships. Again, I should have heard the alarm bells and run at that point too.

I drove the car for a total of 80 miles and returned it after 4.5 hours, only to be told that there were 2 new rimmed areas on diagonally opposite wheels (How can someone do that????) and a "sharp" dent (more like a piece of metal had been jammed into the area - not anything readily explainable as it looked to be intentionally done). I have a clean driving licence with no endorsements, have had no accidents and never scuffed my own wheel rims, or dented my own car in 20 years, so what happened all of a sudden - had I had a brain haemorrhage whilst driving and missed all of this? My route was Glasgow airport to Ayr - from A to B and back to A on motorways. I parked the car beside a Jag on the same side as the dent and one of the rim scuffs and upon return, the jag had not moved in the 2 hours I was parked At what point had all this damage occurred on this already untidy car?

It was the same Manager as I had had my problems with earlier who inspected the car and was most apologetic that he was going to have to charge me either £150 per rim damage or report it to head office at a cost of £500 per rim. He would forget about the dent as it might not have been seen in the sunlight earlier - I have no idea what that means, but he inferred he was cutting me some slack. Sorry, I don't think so my friend, if it was real you would have charged me. I had a plane to catch and even though I genuinely know I inflicted no damage on this vehicle, I signed the sheet for the lower amount and left feeling that I had been scammed and just about mugged.

Do not use this company. Bad service, bad attitude, substandard, badly maintained bodywork that makes it difficult to know what was there and wasn't (even when you check in detail), bad explanations and in my opinion, completely disingenuous.

Avoid like the plague - 4.5 hours driving may have cost me not the £28 billed, but closer to £400. Unbelievable and I am beginning a dispute with them asap. Might I have landed myself into a vendetta for asking for the details of whom I complain to about their service? Well, you be the judge of that, but the jury is out. I'm a fair man and felt treated very unfairly. I had the genuine impression I was being manipulated and mocked.

Never again and I suggest you shouldn't go there either.