Extremely poor customer service, system set up to charge you extra

Reasonable prices, very convenient procedures.

Staff is very helpful, but it takes a long time to do the paperwork because there are more than 10 customers and only 1 staff!

First of all, I booked an auto large car with air con. , a Volvo V60 or similar capable to store 3 large luggages.I was given a SUV instead and they said is similar class which I had doubt and queried, but I was given the same answer. Anyway, the bad experience start at the second day of the trip, the car was parked in the sun for 1.5 hours and we put on the air con and couldn't cool down the temp at all and we start wondering why? Anyway, same happen the next day. We called the number on the rental agreement and they said they are only the car provider and the car hire contract is not with them. They asked me to contact the company that I signed the contract with.Then I looked up the reservation confirmation email and email them the problem and then somebody called me back and said where I was, Bristol, has a replacement car which was a manual small toyota. I told them this is totally different from what I booked and can't service my needs. Then they gave me another option - asked me to take it to car dealer Renault to have it check and fix. So I did, took it in and the prelim. check result was no gas in the air con. system and need a full re-check on next day. Final report came out on next day and found a pipe is leaking, but they don't have the parts need ordering from France. So I lost almost 2 days without the car and my time lost looking after this on behalf of the car supplier. All the record was sent via email to your supporting emailing system. For the rest of the trip, there was no other options offered to me and the whole family suffered tremendous uncomfortable heat and no rest in the car. We even had to cancelled a few long trips particularly our desirable trip to Scotland. I paid more to book a car with unlimited mileage and it didn't come in use because there is no air con in the car and under hot temp. Image driving 7 hours each way in that condition. Anyway, I am writing for serious compensation for full refund as it had ruined my whole family trip

Like: Booked a compact car and got a free upgrade to a luxury range which was a brand new mini cooper! Excellent customer service at pick up and drop off, fast and efficient.
Dislike: The shuttle bus from Heathrow T4 to car rental during pick up and drop off, took over 1 hour each way. Distance is not far but due to the multiple stops at hotels/locations, it took over 1 hour. I was nearly late for my flight.