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We have been travelling to Kefalonia for the last 11 years. We have never experienced a problem with car hire until this year when we booked through Holiday Autos and our booking was subsequently put through Green Motion.

When we arrived at the airport, there was no rental car desk nor a representative from that Company. When I booked the car online, it stated "pick up in airport terminal". If I had known that we had to walk up the hill to their office on the edge of the airport, I would definitely not have made the reservation. I booked the car a few months ago and the money was taken from my account at that time.

When we arrived in Kefalonia, on realising that the office was further up the hill, I stayed in the airport with all the luggage and my husband went to the office with the booking confirmation. I had put his name down as the lead driver. He was asked for a credit card to guarantee the excess - 800 Euros. He did not have a credit card on him and was told by an extremely rude employee that the credit card had to be in his name.

He telephoned me in the airport and I suggested they change the lead driver's name to mine and he could be the additional driver and my credit card would guarantee the excess. We both have the same surname obviously but they refused to do this. We have never had this problem or rudeness before with any other car hire company. The woman was most unpleasant, not just with my husband but with every other person who was waiting to pick up their car.

Three different families walked out at the same time after she refused to help anyone!!! Therefore Green Motion had received money for three separate reservations without providing a car for each person. It is appalling! My husband returned to the airport and we hired another car from the Hertz desk - who, I might add, did not require a credit card for a 800 Euro excess!

In fact they did not ask for a credit card at all! They were extremely helpful and said that they were getting a lot of business from disgruntled Green Motion clients so obviously this has been happening for a long time! I called Holiday Autos in the UK and they said if I could hold on, they would speak to Green Motion and try and get the lead name changed to mine. At this point, I said I couldn't wait any longer as we had been waiting in the airport for well over an hour and had had to book another car with another company.

Obviously nobody needs hassle like this when they arrive on holiday. I said I would be in touch with them on our return to the UK, which today I have done. I think it will be a long process but if we don't get any satisfaction, we will be writing to Watchdog and Rip Off Britain. Green Motion cars are a disgrace - they are old and shabby and are not even worth the 800 Euro excess that is being charged.

I would never use this company again and would advise anyone who is thinking of, or who has already made a reservation, to cancel immediately. Stephanie Uijerts

Reason of review: Poor customer service.

Preferred solution: Full refund.

Green Motion Greece Cons: Small print.

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