I hired a car from Easirent because my own car was in the garage having some work done and I needed to get from Bristol to Heathrow to get to work. My experience with them was awful and very long winded. For those who do not have the time to read it all here are the highlights; • Knowingly provided a damaged car • Having to go through the hassle of changing cars with no apology • Leaving my house keys in the damaged car • It taking over 2 weeks to finally get someone to take me seriously but then just being told there was nothing that could be done Now the long version. When I first collected the car from Bristol I was very impressed. It was a lovely new Kia Picanto with all the mod cons which was perfect for my needs. I was asked to walk around the car to see if I could see any damage, but as I do not know much about cars I do not have the knowledge to do this thoroughly. From what I could see it seemed fine and I was happy. It wasn’t until I was on the motorway going at speed that I noticed something wasn’t right. I could hear a weird noise and a lady pulled up beside me pointing at the car. I exited the motorway only having gone 1 junction to have a look and saw that the join between the front of the car and the wheel arch was coming away and the flap above the wheel was loose and hitting against the wheel as I was driving which was causing the noise. I phoned the Bristol branch straight away and was told that they already knew about this damage and that I was fine to continue driving. I was a little surprised to learn they already knew and had decided to hire the car out to me anyway knowing I was doing such a long journey. They insisted it would be fine and as I was facing possibly missing my flight if I had to go all the way back to Bristol airport to sort it out, I continued as advised. By the time I made it to Heathrow the damage had become worse and I did not feel safe driving it anymore. I was told I could swap the car for a new one at the Heathrow branch, which I did. I was offered no apology for being provided with a damaged car and was given a little Toyota Aygo which did not have any of the mod cons and was definitely not as good as the Kia Picanto. I feel I should have been given a car of the same standard considering the inconvenience of having to swap vehicles as the original was damaged through no fault of my own. Instead, the impression I got was they believed that I had caused the damage so they provided me with a substandard vehicle in case I did it again. When I returned the Toyota to the Bristol branch a few days later it was only then that I realised I had left my house keys in the Kia. I contacted the Heathrow branch but couldn’t get directly through to them and spoke to someone in the head office. They were then able to transfer me through to the Heathrow team who told me they would have a look for the keys and call me back. They did not. I phoned a further 3 times each time going through to the headquarters and being transferred through, each time being promised a call back and not receiving one. I then emailed the Heathrow branch about my predicament and am still yet to receive a response. In the end I went to the Heathrow branch in person where I spoke to a lady called Mary. She did her best to help me and asked someone to go find the Kia and have a look. I waited for about 45 minutes to then be told that they were too busy to go have a look there and then and that they would call me later once they had had chance to have a look. I wasn’t confident in this as their track record of calling me back wasn’t very good, but Mary assured me she would, so I left to head back to Bristol. Mary did call me back eventually, but to tell me they did not have the keys. I was very disappointed that after going through all this palaver and having told them specifically where I had left them and knowing full well I left them there and no where else that this is the only conclusion anyone can come to and there was nothing further that could be done. I decided to write a complaint to Easirent about the abysmal customer service I had received. I have worked in hospitality my whole working life and strongly believe that good customer service is of great importance. I even stated in my complaint that it was regarding the customer service but the response I got back was completely off the mark. They thought I was complaining about a) being provided a damaged car, which had been swapped for a none damaged car so that was that issue dealt with and b) leaving my keys in the car, ‘Easirent will not accept responsibility for any personal belongings left in the vehicle’. Receiving this response made me even more appalled at their customer service skills as the person responsible for dealing with complaints couldn’t even recognise what the complaint was regarding. A couple of very simple things could have been done to improve the experience I had with Easirent. An apology for being provided with a damaged car and my first phone call being taken seriously and someone acting upon it there and then to resolve the issue are just a couple of examples. If these had been done I would probably have considered using Easirent again in the future. As it is, however, I do not feel that Easirent care about their customers and I strongly advise that you use a different company if you need to hire a vehicle. I personally will never be using Easirent again.