If you don't want to read my lengthy review, the shorter version reads “The worst experience of car rental ever. I always use low cost firms here and abroad, so I don't have high expectations. The upfront cost is cheap, but don't be fooled by this, there are other ways for them to make money. On return of the vehicle they found reasons to charge ourselves, the people in front and those behind for 'damage' to the vehicles. Coincidence? Please do not use this company” For those of you that like a longer read, my email to the managing director starts on the paragraph below. I had a reply from customer services, rather than him which was just a standard 'oh dear, never mind' response, as I had expected. My email I felt I needed to contact you directly regarding a recent experience with your company. The experience cost me nothing in terms of finance, as I have an annual excess policy which has subsequently paid me back the money I paid you for 'damages'. But it leaves a bitter taste. My correspondence is much more about the way I and my wife, as well as the other customers waiting to return their cars, were treated by your staff. Of course I could simply post unfavourable reviews and put this down to experience, but I would hope that, as managing director you'd want to know of and respond to, an unhappy customer experience. The problem started when on return of the vehicle we were told we were to be charged for a small tyre cut. I would ask you to note the following:- a) the tyres were not checked by staff at the time I picked up the vehicle. the staff member did a general check, including wheel arches, alongside my wife and I, but the tyres were not observed b) the cut to the tyre pointed out to us on our return was almost imperceptible to our eyes (see attached photo), so:- c) we questioned this with the member of staff who identified the problem who told us that staff were very experienced and knowledgeable in these matters and it was our responsibility to identify problems on collection of the vehicle. d) in which case, how could we 'inexperienced' car inspectors have been expected to note if the problem pre-existed? You really can't have it both ways. e) so, is it just possible that we had been given a car which may have already been damaged? f) to add to this the couple ahead of us and the people behind us were also charged for 'damage'. 3 in a row seems to be quite a coincidence. g) one of the couples made such a huge fuss about their 'damage' they were 'let off' h) my wife then followed on into the office to enquire why we should not be 'let off'. The member of staff was rude to my wife, basically saying it was tough luck because we'd paid the cost of the tyre already. He then, clearly exasperated, refused to speak to us any further i) I asked to speak with the manager who was apparently not present in the office j) had it not been for the need to catch my flight I most certainly would not have let the matter rest at that point. As mentioned above, we have excess insurance so, apart from the principle, it was not a problem. However the staff were rude to my wife and there was no manager on duty to complain to. I don't have unrealistic expectations about car hire companies as I normally go for smaller companies and cheap options both in the UK and Europe many times a year, but never with this level of customer service. Thank you for your time in reading this. I look forward to your response.