We used Meet and Greet for the first and last time. On our return we discovered that our handbrake was broken. The operative did not bring this to our attention (despite having parked the car in gear as he was completely aware that the handbrake was broken). On questioning he told us ‘oh yeah I noticed that but it’s not my fault’. We were then advised of the 14 day investigation period (no supplementary information could be given). On contacting the main office customer service was completely devoid. At the end of the conversation there was really no doubt that the investigation would find the Meet and Greet service free of any liability. I was encouraged to get the handbrake fixed despite your representative telling me (when I directly asked) that if I did not use a garage, approved by your insurers, that I would be limited in what I could claim/unable to claim at all if by some small miracle that you accepted liability. There was no sympathy to this being our sole car and the fact that the car is unroadworthy without a functioning handbrake. Two garages have now inspected the handbrake and whilst both cannot rule out that the handbrake would have failed at some point they have suggested that negligence and rough handling (coupled with the fact that an element of the handbrake is missing) has paid a part in the handbrake failing much sooner in your care than it would have done in ours. I’m still awaiting the outcome of your investigation but am assured, from the previous conversation, that you will not be covering the £357 (minus VAT) for the new handbrake and the £150 (minus VAT) required to fit it. I’m also expecting that we will not receive any information on how it broke i.e. it broke on the way to park, or any apology e.g. we are sorry this happened in our care but our investigation has shown x,y or z. Instead I suspect the bully boy tatics I encountered on the phone will prevail. The attitude of ‘it’s not our fault’ can be much more eloquently delivered so as not to alienate your customers. Instead I’m now of the mindset, and will tell everyone I encounter, that Meet and Greet service deserve their ‘cowboy’ reputation.