In June 2016 I came back from the Far East for a visit to family & friends
Had arranged and paid for a VW Passat estate car (or as they say...similar)
Upon arrival at the Holiday Inn went to collect the vehicle, the nightmare began....it was chaos in the office.....four or five desk clerks totally swamped by customers, there wasn't a queueing system of any kind, consequently people were entering the centrally located door and ignored those who were patiently waiting, after a 40 minute wait, upon reaching the desk, I said to the guy "a simple number system" would solve this, he agreed and pointed to a CCTV camera which he said was their monitor...BS
He then took my booking form and advised me that they did not have a VW nor similar, so he was giving me an Audi....for just a small "extra cost"....strange I thought, but after a 12 hour through the night flight and an hour wait for the "Hoppa Bus" I wasn't in the right frame of mind to delay my departure. He then said "do you want to upgrade the insurance for £49 ?" .....OK just get me out of here.....he took my credit card which he transacted manually, and passed it to me for signature
The amount was for £540......I wrongly assumed that he had refunded my original £267 payment and had added a £200 deposit plus the £49 insurance upgrade
It wasn't until a few days later that a business colleague warned me of an "Insurance Scam" being reported in the media....this led me to looking at the paperwork.....sure enough I had been charged £83.00 car upgrade (which I now understand cannot happen) and the balance for insurance etc.
I immediately telephoned Sian at customer services, she said I could swop the car if I returned to Heathrow 120 miles from where I was, she later rang and said ther weren't any cars of the original spec' available for 3 days, which was the planned return date....then told me to e-mail my complaint.
Upon returning the car the manager knew of my complaint "saying we could not take any action until the vehicle was returned".....the car was only ever parked upon family & friends driveways.....had NO accidents, scrapes etc. returned to them in the same "as new condition"
I have e-mailed them twice in the past month......total silence....not even the courtesy of a response
This is the second time I have hired from them......And the last
Sadly I have to say.........BEWARE
Product or Service Mentioned: Green Motion Volkswagen Car Rental.
Reason of review: Order processing issue.