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Replied
Booking Ref: NVR23084A36640
Reg: RJ23 FHR
I called the agent on the morning of my rental 28th September 2023 at 8:38am to confirm all was ok. the agent advised that the card holder should be present at the collection, I asked for a short time for this to be arranged as the card holder was only a short drive away. this was agreed with the agent and I was advised to call back when I was home ready for collection and that she would let the driver know. great I thought, So with the card holder with me I then called the agent back at 9:43 to be advised that they should be with me shortly. no mention that my collection was now rebooked to between 12pm and 2.00pm!
I then called back at 11:47 very concerned as to the whereabouts, then to be told the car was not coming until between 12 and 2. I had been waiting with elderly family for over 5 hours to get the vehicle that turned up well after the 2pm drop off time.
this set the disruption for the whole visit planed and caused much frustration.
the collection was also late. and a fuel charge was overzealous of 20lt at £2.75 per lt.
when the driver did drop the vehicle he didn't even collect the card holders information. also didn't check the forms of Identification.
simply knowing that the delivery was coming to be now between 12 and 2 pm would have given me time to do so much with the day instead of waiting for what you describe as a free service that actually was very expensive for me and my family in time and frustration.
Desired outcome: you have franchises here in the UK I don't expect anything will be done.
This complaint has been resolved automatically due to user's inactivity.
