Horrible service

I have had a lease since 2020 with woodford car hire, my husband had taken the car for inspection on my behalf many times while I was at the last stages of my pregnancy and could not drive, not once were we made aware that he was not authorised to drive the vehicle.

On Saturday he was ill and needed to use the vehicle to the Dr, he stopped at Woodford to make payment and do the inspection and took longer than expected so I called Woodford to track the vehicle in a panic that he was not well and I could not contact him, car track was very helpful and escorted him home safely, on Thursday he had gone to a gp around 5km from our home and needed to book the car for a service at Toyota as Woodford advised we need to do so, I called to check and the control room advised that he is not allowed to drive, I then informed them that we were at the branch during the week and it was not mentioned at all, also car track had come to recover the vehicle saying we haven’t paid yet the beach told us they cannot process the payment because justice is off and only he had access to that type of contract. The vehicle was recovered on Thursday and the contract was terminated

Is this the way Woodford treats their customers? After having the long term lease for so many years they did not even bother and were so rude and disrespectful. I was told I would be refunded and have not heard from them since