*AVOID*: Undocumented fees, rude, coercive in-branch service and unhelpful, slow online customer service This is based on my experience with Easirent Glasgow City. This rental ended up costing more than twice what it should have cost me, as well as costing me lots of time and frustration. I was charged an undocumented ‘late collection fee’ as well as being forced to pay a full tank of fuel, despite repeatedly refusing this (as I knew I’d be using less than half/travelling less than 200 miles). To begin with, I was charged a ridiculous £18 'Late collection fee', which isn't mentioned anywhere in the Terms & Conditions, for collecting my car at 12.40pm instead of 12pm, while the branch wasn’t at all busy. When I disputed this in branch, my knowledge of the terms was ridiculed (I’d read through them several times, they don’t mention a late collection fee during branch opening hours) and was provided no evidence regarding this late collection fee. Instead, I was told by Kevin, who wasn’t attending me: " I don't know if you're problematic with other rental companies as well, but *you should look to rent elsewhere in the future*". I couldn’t believe my ears, particularly as I’d rented a few times previously with Easirent (each previous time I’d successfully avoided extra charges tried to add on to the rental). I was then told I wouldn’t be able to take the car unless I paid for a £90 fuel deposit. Previously, I’d just refused paying this deposit and returned with a full tank, but this time I was forced to pay it. I accepted, and offered to pay with 5 different bank cards, but each of the cards I was simply told ‘there was an error’. I wasn’t prompted my PIN with any of the cards, nor was I given ‘payment failed’ slips. I had just used one of the cards to pay the excess, and then used one of the other cards for paying the entire rental. In summary, I was forced to pay a full tank of fuel, despite having 5 cards with funds available to them and repeatedly saying I didn’t want this at all (arguing that I wouldn’t even use half a tank as I’d be covering less than 200 miles, mostly on the motorway, with a Vauxhall Corsa – George tried to argue I’d be able to cover only about 300 miles on the tank. I covered 192 miles and returned the car more than half - 5/8 - FULL). After this shocking in-branch service and completing the 3-day rental, I attempted getting online customer services to refund the undocumented late collection fee and part of what I’d paid for fuel (providing video evidence of the amount of fuel the car was returned with and the distance travelled). Except for automated replies stating ‘you will hear back from a member of the team within 7 working days’, I didn’t receive a reply to any of my first 3 emails in over 1 month. I ended up calling customer services, who quickly found my emails (no explanation given as to why I’d not received a reply), but went on to be very rude and insist that the late collection fee was at the branch manager’s discretion and that I’d been correctly charged. I asked for documentation regarding the fee, as nothing regarding this is mentioned in the rental contract, or the online terms & condition and FAQs. I was read part of the FAQs on late return fees (which I believe are perfectly acceptable to have), but nothing about late collection fees. I was rudely told to stop asking about it. I unsuccessfully tried to request some of the fuel charge back, but was told I needed to prove the payments had been unsuccessful. I explained I wasn’t given anything in branch as proof of failed payment. I insisted they must have a digital record of the failed payments, which he said they didn’t have. What a ridiculous situation: I was having to prove that they hadn’t accepted any of my bank cards, while a charge to them was clearly never attempted (I wasn’t prompted my PIN). Several long emails later from me (with very slow, unapologetic replies), I finally received a refund for the late collection fee. The whole rental procedure and following exchanges with customer services were infuriating. Bottom line: *avoid Easirent* & their coercive, rude service.