I was shocked and embarrassed by the behaviour of one of your managers at Newcastle branch which he negatively affected my experience with easirent . I was frankly appalled that a member of your staff could treat a customer in this way and “punish” him because he said that I’m dealing with easirent the company not personally you as a manager. I am not normally moved to complain but on this occasion, I feel I should bring the matter to your attention because you lost a customer because a manager felt he had the right and power to refuse service to someone. I fully respect the right of staff to withhold service to rude, aggressive, disruptive customers but in this instance, I was none of these and I feel that you should seriously consider whether you want to develop a reputation for managers who use their “power” in such an inappropriate manner. The Story: Yesterday afternoon I phoned your business for expanding my booking : 1332854 another two days. A man identifying himself as a manager answered the phone and proceeded to talk in a most rude and vulgar manner asking me to bring the car back at 4pm. My contract was at 4:30pm knowing that I had to wait 30min in the cold as the lady was very late. He also hung up on me (what a great example). I accepted and thought probably I was not in my best mood to tolerate him. I went ahead with another booking through auto-europe.co.uk Confirmation # UK4654666. When I arrived he gave me a look and said is it you who I hang up on earlier, in front of the staff and also said: let’s see. He took his paper and said you have damaged the car and you have to pay £270 so I asked him what it was the damage so he show me an old damage, which another member of staff mentioned it during the signature of the agreement. Of course, he was just looking for something to charge me so his answer was: that was all messed up by her the damage on the agreement was on the other side, she wrote it wrong!!!!!! Hmmm, Okey!!! Again, I accepted to pay and asked him to go through my new booking and take a new car, I just want to leave here! Mr the manager, refused to go ahead with my new booking and also refused to provide me lift back to the airport!!!! He said I’m not going through your new booking and I’m not giving you lift back to the airport (knowing that it was part of our contract)! I asked him to explain more, he said that you must to apologise to me or you have to stay here haha (looking at customer faces and staff)! I was embarrassed and shocked hearing that again in front of customers and staff knowing that I did nothing wrong other than requested queries, expand my booking, paid my damage, book a new car!!!! Overall, Mr the manager represented negatively himself as a person, as a manager and an easirent employee. As a results, I went back home with no car and auto-europe.co.uk refused to provide me the refund as they said it’s up to easy rent to pay it back. According to The Consumer Rights Act 2015 says that services must be provided with reasonable care and skill. Which is missing in my case, I am requesting: - An apology from Easirent and the manager. - A full refund, including the damage fees. IF you believe that, I am not entitled to a refund and an apology. Then, It has not been possible to resolve this matter amicably, and it is apparent that court action may be necessary, I write in compliance with the Practice Direction on Pre-Action Conduct. In accordance with the Practice Direction on Pre-Action Conduct and Under the Data Protection Act I would request that you provide me with copies of the following documents: - A copy of all the information you hold about me including the records of all the phone calls with Newcastle branch and customer service. - The reason for the cancelation of my booking: # UK4654666. - Your legal department contact details so my solicitor can get in touch with them. I can confirm that I would be agreeable to mediation and would consider any other system of Alternative Dispute Resolution (ADR) in order to avoid the need for this matter to be resolved by the courts. In closing, I would draw your attention to paragraphs 15 and 16 of the Practice Direction which gives the courts the power to impose sanctions on the parties if they fail to comply with the direction including failing to respond to this letter before claim. I look forward to hearing from you within the next 28 days. Should I not receive a response to my letter within this time frame, then I anticipate that court action will be commenced with no further reference to you.