TERRIBLE TERRIBLE SERVICE!!!I’ve rented a Mercedes GLE on 11Nov2022 at Victoria station. But it was a terrible experience, traumatizing. I was asked to pay £800 for insurance that I do not know existed until the last minute. It was not mentioned by the staff until I asked. It was scary as I do not speak much english and the staff half-forced me to pay this unknown insurance. At first the staff was nice because I arrived early at 10:30 for my 12pm booking, and done all the paperwork. After the paperwork, the staff started telling me about this non-compulsory insurance that cost £800. I do not want to buy it because I have already bought a full coverage insurance on their agency website, and I have told the staff about this existing insurance. The staff then started telling me that they can offer me a better price on this 'insurance', going from £800, to £750, to £450. This is when I realised that the offer do not seem right. So i refused right away. After I rejected to pay the money, the staff told us to return the key, with an attitude that is very much worse than when I first arrived. They then told me that my car isn't available at that moment because I was early and I'll have to come back at 12. Ridiculously, I already have the key on my hand and they told me the GLE is ready out there. This was confusing because they were saying that everything is ready until I refused to buy the insurance plan they offered - but I did book for 12 pm, so I went away and got back at 12 pm. When I got back, the staff told me that the GLE model that I ordered is no longer available and they are offering me a downgraded GLC (I don't know if this is true because I saw 2 GLEs at their parking space). This do not make any sense to me as they said all is ready an hour and a half ago. I got the car I booked at 1:30 pm at last because they claimed that they 'lost the key', this is 1.5 hours later than the booked time slot. At last the manager led me to an alleyway behind the Hilton hotel car park (which is not even a carpark). I did not even have time to confirm if there are any things I want to point out before i have the car because they are terribly late and that I have plans afterwards. As I check the car, the car is covered with mud and bird poop. There is also a missing part on the ventilation bit of the car. Overall a terrible experience, at some point I was scared that I wasn't able to get the car because I have urgent plans later. They said I'm free to cancel but that would cost me 3 days of car rent, which is obviously their mishap. I have told the police officers at the station during that time and they suggested me to post this as a crime matter on the metropolitan police website. There are also photos of the car (taken when I checked). As you can see, the oil tank wasn't filled up. The GLE was supposed to come with carpets and they do not have that as well. The condition of the car is dirty and some parts are missing. I also want to make this review a proof of how I have not intentionally made the car dirty / destroyed certain parts of the car. I do not want to bare any responsibility that do not belong to me. And until today, I haven’t received my renting contract from them which they promised will sent to my email right after I got my car, I even confirmed the email address again after one of the staff drove me to Park lane to get my car and he promised the same thing. I have never experienced such disappointing and scary renting car experience in anywhere if the world . This is no doubt a COMMERCIAL FRAUD!!!!