Ross Thomson
Do not use this company under no uncertain terms despite their low pricing. I booked hire car via booking.com for a collection today, Saturday 1st August, from the Aberdeen Airport based at the Marriot Courtyard Hotel, for 3 days. Money was deducted from my account of £59.43 ( covers booking in full). I ‘checked in online’ providing all details on Thursday and called the Easirent branch direct on Friday evening to confirm the booking. I arrived to collect the car today at 1015. I had a long wait as there was a queue which was not helped by the easicar representative trying to sell additional easicar insurance products to customers which they obviously did not need. When I did get to desk, I was informed no car was available as the car earmarked had a fault. I was offered a very large Transporter van as only alternative (we were on a family holiday so this was not an option). There was little by way of apology. I was even offered a run in the car to hear fault for myself. I was informed that Easicar were looking after my safety. I would categorically state that providing a safe vehicle should not be even a discussion point and they were certainly not doing me a favour by not giving me an unsafe car. I set out my expectation, I had a confirmed and paid booking and that Easirent was a contractual obligation to provide a vehicle but there was no movement whatsoever from the branch manager and it was obvious the stance was ‘No vehicle, go away please’. There was no assistance at all, no alternative offered and no advice. I asked why I couldn’t be called earlier in morning to tell me there was no vehicle ( I waited and sat on a bus for over an hour to collect the car). I was told that you 'shouldn’t have booked via a 3rd party' and 'this is beyond my control'. I had actually checked in online to Easirent portal and provided all details to Easirent including phone numbers. Surely hire car companies anticipate faults and have backup. I asked if easicar would arrange a vehicle with another company to meet their obligations. 'I cannot do that' was response. There was nothing offered from easicar whatsoever. I was dismayed at this point and stranded at an airport hotel with no vehicle and plans in disarray . We had tickets booked for Edinburgh Zoo at 1300 on Saturday and then a booking at a Chester zoo Hotel. At this short notice there was little car hire availability and hire costs were much increased. I was able to hire a car and got keys at 1230. However, our plans were now in disarray with money lost on bookings made. I cannot begin to express my disappointment, frustration and disgust with easicar. A Hire Car company must expect car faults or non-returns. There must be a backup option and there must be an alternative option or advice to help individuals. It cannot be a ‘tough, you booked via a 3rd party’. For information, I attempted to call Easicar and Booking.com customer service numerous time today but to no avail and failed to get through to any person to discuss matter. I still do not have a refund nor had any communication with easicar or booking.com. Reference 652951413
3 years ago
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Easirent has a 1.3 average rating from 1,024 reviews

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