Esirent UK - Disgraceful service

We booked a van with Easirent well in advance, for collection at Kings Cross train station due to ease of access with public transport.

Day prior to collection, received a call notifying us that the reserved Van was now not available. We were offered another category vehicle but at a higher cost, for our own account! We declined and insisted on a solution at no additional cost.

Arrived at the Easirent office close to Kings Cross station on the day of rental Van collection, to again be told that our booked Van was not available, and again offered an alternative at a higher cost for our account. We then agreed to accept a smaller van, at a lower cost with the understanding that we would pay less than the original quote for the larger Van. On signing, we were informed that we were to pay the original contract amount, and we would then be refunded the difference for taking a smaller and cheaper van, within a few days.

We then had to walk over a km with our bags, to FETCH the rental van, which was parked elsewhere !!!! No assistance offered, and no indication on website of this total inconvenience. On arriving at the replacement smaller van, we were handed keys to a filthy, unwashed van, which was potentially not roadworthy, due to a side mirror being totally smashed. The inside of the van was also filthy, with evidence of fluids and food debris throughout. The fuel tank was also not filled.

We nonetheless took the van not having much choice.

Back home, we inquired about the refund, to then be told that we now have to submit a claim and fill out forms etc, to request a refund. This was not the understanding, and is the furthest one can get from positive customer experience.

Ridiculous.

I've decided not to bother with all the paperwork in trying to claim back a refund, and rather share our experience with all who care to avoid a similar experience from Easirent UK.

Despicable.