Disappointing follow through on promises

We booked and paid for a specific rental class vehicle, 6 days in advance, and received various emails and whatsApp messages confirming our reservation. On arrival, the selected vehicle class was not available and we were requested to downgrade our vehicle choice. In additional we were double charged. We are currently in communication with Woodford to refund us. The vehicle was in good condition, but the service experience was poor. There also seems to be very poor implementation of customer history, as we have rented from Woodford on multiple occasions before, yet every time we seem to start from scratch.