Van Hire in Hayes, England

The rental itself and the car were good, but I was disappointed with the pricing experience. I booked and paid online based on one price. When I arrived, I was offered an upgrade, which I agreed to, but the new price felt more like an entirely new rental rather than simply paying the difference for the upgrade. What I had already paid didn’t seem to be properly reflected. The bigger issue was the insurance. I explained that I already had rental coverage through my credit card and wanted to decline their insurance. I was told that I would have needed to decline it when making the original booking and could not do so at the counter. I even offered to make a new booking, but was told I couldn’t. I was also told that without their insurance they would place around a £2,500 hold on my credit card, while taking their insurance reduced the hold to only £1. Overall, the staff were polite and the rental itself was fine, but I left feeling that the attractive online price gets you in the door and then there is a lot of pressure to increase what you pay once you arrive. The upselling is done in a friendly way, but the final cost can end up being very different from what you thought you booked online. I would recommend getting the complete price, insurance requirements, and deposit amount in writing before arriving.

I don't take car and they tak my money please I need help to refund my money

It was extremely difficult to cancel my reservation well in advance and I still have not been refunded.

Friendly and efficient staff and process. But difficult to contact after. There is no way to speak to a person. The email given was not responded to when I asked for a larger vehicle after pick up. Very frustrating.

Worst ever. Use a more reputable company. You’ll thank us.

I couldn't get a hold of the company before traveling to make amendments to the booking. I called Kayak and tried to call Ace and the name of the company was something else entirely. Kayak said to visit their kiosk when I got to Heathrow, there was no kiosk at Heathrow. No phone number would connect me to a human and in the end I showed up to pick up the time I wanted to change it to and they were very accommodating. Shame about the runabout in the lead up.