Absolutely appalling service.
My girlfriend and I called ahead as instructed and then arrived at the airport to drop off the car and there was noone there to meet us. When I called to find the whereabouts of the driver, I was told that there had been a problem and we would have to wait at least 20minutes before anyone could meet us. When I explained that we could not wait that long as we had to get on a plane I was told I could leave my key on the tyre of my car. When I, understandably expressed worry at this, I was very rudely told, " Well you don't have to, you can just wait." The problem is that we could not wait since, like most people requiring this service, we were under time constraints as we had a flight to catch.
Reluctantly I left my car with the key on the tyre as I felt I had no choice. This is so unacceptable as a) it is highly insecure and could easily result in my car being stolen and b) it meant that noone was there to assess the mileage/condition of the car etc meaning that I have no insurance against use or damage.
Once in the airport, I called back and asked for confirmation that my car had been safely collected and was met with the rudest customer service I have ever encountered in my life. I was told very bluntly that it had not yet been collected (approx an hour had passed by this time!) and they didn't know when it would be. I asked politely if they would please let me know when it had been collected safely and was told "No, we've had a problem, we're too busy." in such an incredibly rude manner that I was shocked. I asked if they could even just text and the man reluctantly said "maybe". He then said "It's not my problem, you didn't have to leave it." which is hideously unfair as I really had only two choices - leave the car and risk it being stolen, or miss my flights and lose the money for my holiday. Not exactly what I paid for when I bought their services!!
Needless to say, I never received any text/call/communication to say that my car had been safely collected.
I had to presume from the lack of contact that all had in fact gone well. When we returned, my car was returned to me and I was asked to sign a form which had all the "damage/mileage" sections left blank. I was told that I couldn't take the car if I did not sign.
I have since noticed a nasty scuff on the front of my car which I am very sure happened whilst in their care. In addition to that, I am disgusted with the service I received and above all the rudeness with which I was spoken. I do understand that problems happen, but to made to feel like I am being difficult and unreasonable for asking to be let know when my car worth approx £5000 has been picked up safely after I;ve been told to leave it unattended with key on the tyre for over an hour is simply not acceptable. I really tried to remain calm and polite on the phone but I have honestly never been spoken to so rudely in my life.
A2Z responded to me by saying that they are not responsible for the actions/behaviour of the companies they represent.However it is their moral responsibility as a booking agent to ensure the validity of the companies they are promoting. If they are not doing this then I'm afraid it is entirely appropriate to say that they are not completing their part of the service to a satisfactory level and thus warrant a negative review.
People use booking agents because those agents are presumed to know the industry well and do the research on this for them. That is your job and duty of care. Nobody wishes to entrust a booking/comparison agent who is suggesting to them poor or even unsafe companies.
When I told A2Z this and asked them to investigate this was their response:
“We can not comment on your complaint without investigating your complaint but it seems you are more interested in posting your comments on a review website for this reason your complaint is closed from our end. You have full right to leave your comment on social media or review website if you are not happy with the outcome or if you think we have not dealt with your complaint seriously.”
They then closed the complaint meaning they are not going to investigate the complaint (as they themselves stated they must do in order to deal with it) based on the fact that I have written a review which is accurate based on my experience (despite saying themselves that I have every right to do so).
Unbelievably poor and unprofessional behaviour