I booked with Easirent many times, I even have an Loyalty number, and beside long queue times I had no issues until the last time when I was refused the car based on wrong demands.
I arrived on the 27. April 2019 Friday at 21:30 at the Gatwick branch and was told that I was too early to pick up the car (30mins) and so I need to pay more. I joked that I never got any refund when I received my car 1-2 hours later which happened many times with Easirent. From there it went downhill.
The Easirent employee demanded proof of address which I couldn’t provide. I told him that on the booking reference it doesn’t say anything that I need proof of address when arriving through the airport. I arrived from Ireland.
The Easirent employee explained that this was a recent changed because 4 cars got stolen and so now they have to demand proof of address. This was a lie which another employee from this branch confirmed three days later when I called them to complain.
I was desperate to get the car and to drive down to Portsmouth which is around 2h away so I told him that in the past I lived in UK and that I can provide this address. I was told that he will do an address check to confirm. I failed because the number which came back was too low. I think what he did was a credit check without my consent.
Based on this he couldn’t give me the car. I was told that the next day I can talk to the Easirent customer service to sort this issues or I can cancel. I decide to cancel, which turned out to be the right decision. We found our way down to Portsmouth using Taxi + train and with a much higher cost then I paid for 1 week car hire from Easirent.
Next day I did what I was told from the Easirent employee and called the headquarters to sort the issue. But I only had an answering machine on the line which told me to leave my phone number so they can call me back. Another lie as nobody called me back!
On Monday I called them again and I was told that I can only rebook the car with a much higher rate than I booked previously and that I have to complain online through my online account. I didn’t want to pay again as I already paid for one week car hire so decided against it.
I also called the Gatwick branch where an Easirent employee confirmed that it’s not required to have proof of address when arriving through the airport. He asked me why I didn’t show my ticket but I explained that I was never asked and I told them that I arrived through the airport. This Easirent employee too gave me the feeling that this was my issue and that only I caused this situation. Am I responsible for training the Easirents employees?
I filled out the online complaint which then automatically was sent to the branch office I had the problem with. How ironical! It’s needless to say that I didn’t expect any answer. After 14 days later still no answer. This was Easirents promised respond time. Another lie!
After 14days I logged in again and now I was able to escalate it to the regional manager. But 1 week later still no answer.
I only want my money back and then just forget about them!
This should be a warning for everybody who books with Easirent. They are getting too many complaints that they can’t process them anymore so please stay away. I agree they are cheap, cars are clean and new but this comes for a price with 0 customer service and 0 customer service skills of their employees.
Just imaging you arrive on Friday evening after a long flight at the Easirent branch, you are tired and your kids too, but with the uncertainty if you get the car, being exposed to the mercy of Easirents employees. Do you really want this for your family?
My recommendation is to pay for the service and stay with the mainstream car hire companies
Another point to mention is that in Gatwick branch the employees disappear with your driving licence + credit card behind a high desk so you don’t see what happens. Make sure that you never give your credit card away because they have enough time to note your credit card details. I had to cancel my credit card a couple of days ago because of credit card fraud. I don’t have proof yet but I used my credit card only for car hire in this branch so I suspect it was somebody of their employees.
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