Disappointed & Stressful Service

On arrival we called the mobile number 25 minutes before hand as instructed, the reception their end was awful, I couldn't understand what they were saying and they kept putting the phone down on me! I checked my signal and had a full signal on my phone. They were clearly mobile.
I used my partners mobile too and the same with his phone.
In the end after 6 attempts to call them they finally had a better reception and confirmed our booking and instructed us to proceed to the collection point car park.
I used the paperwork for instructions as the phone call was so bad! The instructions were to go to level 3 in plain black and white. We got there waited 20 minutes and no one about!
We then had to call them again and was advised to go to level 4 - This was NOT indicated at all on the paperwork emailed to me which I had printed out!
After going to level 4 they were there with other customers. Finally we were able to park our car. Wasn't the best start!! Actually very very stressful!!

On return, we did as instructed, called them, no problem, they were there with our car. Handed over my key and was then told we had to pay £7.50 parking fee!! We were shocked by this and asked what for? After all we had already paid!
He then told us it was because we didn't call 20 minutes before hand on arrival, the driver argued with me I then showed him my phone log history and proved I had called 25 minutes before hand. We then had to wait 10 minutes to get the ticket cleared and paid! Why charge twice? Why do the customers have to pay for the car parking charge!!

Our car was left in such a muddy condition inside! The drivers side was full of mud marks and scuffs on the door entry, footwell and side of door!
Surely the car should be bought back in the same condition as left! Was it parked in a muddy field!

I'm not impressed with the total service and would not recommend them!