Appalling customer service from Easirent.

The car was fine. There was some delay on pick-up due to incorrect address of Easirent desk at Gatwick in the pick up instructions. They could not explain the error.

The QEEQ instructions to get to the Easirent desk at Gatwick were incorrect. The instructions said to go to the Crowne Plaza Hotel in Crawley. When I got there, I called Easirent and was told to catch a taxi back to Gatwick airport terminal. I reported this to QEEQ but have still not received a refund of the taxi fare. (The instructions to drop off the car in Manchester were also misleading).

Slow at picking up car, had to wait in a queue and then wait whilst electricity went down for 10 mins (daily occurrence) and then wait for car to be washed. Had to pay £260 for a small scratch on door which had occurred through a stone strike.

Not enough staff on arrival, very slow check in process despite there only being three people in front of me it took over an hour to collect the car! Staff complaining about everything all in all it was a total shambles!

Told by counter staff that my prepurchased excess insurance was null and void, Forced to buy insurance over the counter with Aaron stating that I would be liable for a £40k car, and any damage that was not reporterldnto the police and had a report... the insurance doubled the overall rental cost. Next, when being shown to the car assigned, it was not roadworthy, engine warning light & oil service and inspection light were showing on dash. Car was filthy both inside and out, not prepared or ready for collection in any way shape or form, so given all the warnings that Aaron had highlighted to me I point blank refused to accept this car. I was then offered a lesser model at a discount of 95pence! This car was 1500 miles away from needing a full service, it had not been cleaned, the staff member (Aaron) did try to sort this out, hoovering the inside and topping up the wiper reservoir with water (even though the conditions were sub zero temperature!) he also topped up the oil. The collection took over 1.5 hours and I left feeling angry, ripped off and not at all satusfied with my experience. It also caused me to be late picking up my guests from the airport. I’m not at all happy with any aspect of the rental from arrival at easirent to return of vehicle to them.

Like: The car was just what I reserved and was spotlessly clean and ready to go. The staff explained the procedure and got me on my way quickly.
Dislike: The pick up van was difficult for my wife to get into because it is high off the ground. Perhaps a small step for those of us less mobile would be a good idea. Pave the entrance to the car hire lot, it is full of potholes (Glasgow location).