Very smooth process. After landing in London, there was a shuttle to take us to the rental location. We received a brand new car, absolutely fantastic. The car was great. Highly recommended.

Overall service was good, explanations were clear at pick-up.

There was a double charge issue. I had already paid in full on the rental website, but was charged an additional £250 rental fee and £252 deposit for damages when picking up the car. I told them I had already paid to the rental company, and they said it was a deposit. My understanding was that the deposit would be refunded upon returning the car. I contacted the rental company, and customer service assured me it was a pre-authorization and I should just pick up the car. Upon return, the damage deposit was refunded, but the £250 rental fee was not. The car company said the rental company would refund me. I called the rental company to report the issue, and the customer service mentioned they would handle it after the New Year holiday. Needing to catch a flight, I returned the car and left. Now 10 days have passed, and the car company is still verifying the issue. It seems the process in the UK is quite slow.

Luxury sedan: Mercedes C Class automatic or similar model, but there was no similar model when I arrived. They tried to convince me to upgrade to a luxury model at a higher price, claiming that because I had rented from them before, I could get this higher-end model at a very good price. Additionally, I had purchased full insurance, but they claimed it was partial insurance (unsure what partial insurance means). Then they mentioned an excess of 2000 pounds, and when I asked more questions, they refused to check. I called the rental company's customer service, and an Indian-looking employee at the store spoke with the customer service representative for about 10 minutes. When I went over to ask further, they said the excess was now 250 pounds, which seemed like bargaining. I then called the customer service directly, and they said they would report to their supervisor. I decided to take the car for now.

The rental location is near the airport, with a dedicated reception desk at the airport exit directing you to a shuttle bus for car pickup. The pickup location is spacious with many service staff who are very friendly. The paperwork is correct, and someone accompanies you to pick up the car and explains the usage precautions. The process is smooth and fast.