Awful service, terrible communication

One of my clients attempted to extend his car rental. As this was his second extension, he was instructed to visit the branch in person to confirm it, which he did. At the branch, he was told that a new booking would need to be created, but he was reassured that he could keep the same vehicle.

Yesterday, he was contacted and informed that the vehicle was overdue. He explained that he had already gone into the branch to extend the rental. He was then told that everything had been resolved and was even wished a good weekend.

However, the following day, two armed guards from a tracking/anti-hijacking company arrived at my home, having traced the vehicle there. My client had parked the car at my house, behind a gate, while he was out sightseeing.

Woodford is now claiming that the vehicle should have been returned last week, and that my client made a new booking rather than an extension, despite being reassured both by the branch and by customer care that the rental period had been successfully extended.

I understand that mistakes can happen. What is unacceptable is the clear lack of communication between Woodford’s departments. My client was explicitly told the matter was resolved, yet someone still authorised armed guards to recover the vehicle.

Rather than acknowledging the error or offering an apology or any form of resolution, the branch manager has doubled down, insisting that the mistake lies with us.

This level of service and internal miscommunication is extremely disappointing. I will be advising my clients to look elsewhere when booking car rentals in future.