After the RAC booked it, they rang to say they could not commit to supplying a vehicle even 6 hours later. I had to book another car hire company. They suddenly arrived about 3 hours later. They didn't pick up for hours but expect you to wait for them for 8 hours after paying £15 for the pickup service. During this time you are still responsible for the vehicle. (see T&C's 11.1) I made a complaint via email to get my £15 back, they refused. Customer services are useless and very rude. Could not get through to the local branch ( Tonbridge) for ages. We spent so much time on the phone trying. The Tonbridge manager called after I left a message with a sales assistant who rang me asking for the car back the next day after they collected at 6:10 pm the day before. She said we could have the £15 back but nothing was ever received. Online customer services still refused to give £15 back after a formal complaint via email for a car collection that took 4 hours! The branch is only 2 miles away! 8 hours is not reasonable. Poor communication. Other reviews reflect this. Additionally, the delivery driver said the gauge always showed 8/10th full even though actually 10/10th full. So I returned it 'full', but it wasn't the case so gave them extra petrol on top. ~They will probably leave a standard response below telling me to call their rude helpline ( who can't even call the local branch for you) or unhelpful email, if they do you, you know to AVOID!