Undoubtedly The Worst Car Rental Experience Imaginable I booked a car from our flight from London to Glasgow via booking.com. I got an email from a company “Green Motion” that required a mass of documentation, almost like filling in a mortgage application, that you had to submit on their portal, passports, driving licenses, multiple proof of addresses etc. At this point I was quite pleased as this meant I did not have to take the passports on holiday with us. I received a notice that all the submission was successful. You would think this would mean it would save time!!! Not with this backstreet, shady service…….. When you get to the airport, they aren’t in the airport like the other car companies, you are told to wait for an eternity in the car park for the “shuttle” that is a small van and takes about 6 people with no luggage, so we waited an AGE for this van to go back and forth. In the end, I had to leave my wife and kids with all the luggage in the airport and hop into the front seat with the driver so I could hopefully get the car. The other passengers were complaining that they had to have infants on their knees (no car seats), luggage on top of their needs, it was so cramped and we didn’t even know where we were going……which is to a waste land some miles out of Glasgow airport to an area I think used as a rubbish dump (see pictures) and this company, Green Motion, has lots of old cars on four wheels outside the place. It’s simply unbelievable that booking.com send you there. You would not go there alone or after dark I am telling you. You are then told to wait in part of a warehouse to get the car. I asked for the car and the guy said I needed all my id. I told him I had submitted it on line. He said It had to be brought in hard copy as well and that I should have read this in the terms and conditions!!! I said there was no point uploading it if I had to bring it with me and I didn’t have my passport. He said we don’t look at this stuff until you turn up!!! He then said my documents were incomplete because I didn’t include my NATIONAL INSURANCE NUMBER!!! I told him the submission said successful. He then said he couldn’t continue without my national insurance number and this could mean the booking is cancelled with NO REFUND!!! I had to call my Accountant on a Saturday afternoon to get my NI number to appease him. I mentioned that it said the documents were successfully submitted but that didn’t help. He told me, regularly, that there was a contract supplied and it stated quite clearly in various clauses that hard copies and national insurance documents needed to be supplied OTHERWISE IT MEANS A CANCELLATION WITH NO REFUND. Since he was doing everything possible to try and cancel the booking and not refund any money, I thought they had no cars or hadn’t yet put the wheels back on the cars outside. If it hadn’t been half term week and my kids weren’t with me, I would have walked out and got hold of my lawyer. The credit card I had used for the booking had expired in the meantime. I handed him another card but he said he couldn’t take debit cards. I said to take the whole deposit amount and they could refund it later so there was no danger they couldn’t hold a deposit. He wouldn’t do it. I asked him to take my wife’s credit card but he refused because she was not the main driver and no, no way could he amend the booking by one initial so that my wife could be the main driver. I could, if wanted, pay an exorbitant fee over £350 to alleviate the position and the matter could be sorted. He refused to contact booking.com to see if they would amend the booking (I’ll cancel the whole thing if you want, there will be no refund though) and was rude, aggressive and unreasonable until I had NO CHOICE BUT TO PAY THE ADDDITIONAL CASH £350 making this back street, run down operator twice as expensive as any proper car rental company. They then gave me a diesel. So much for GREEN motion. The guy doing the booking, referring to me all the while as “my friend” in a derogatory, unprofessional manner whilst clearly enjoying the commission he had just extricated. I have made a formal complaint to booking.com. They don’t let you know that you will be escorted (eventually) in multiple vans, in split groups, to a Glasgow backwater so that unprofessional underlings can force you to pay exorbitant additional fees because they haven’t checked the admin you sent through or can’t make a minor change (one initial ) to a booking. It was thoroughly the worst customer experience I have ever had and I urge you NOT TO BOOK GREEN MOTION OR CAR HIRE WITH BOOKING.COM. Imagine if it had been my wife, alone with our kids and we hadn’t paid the fees, she would have been left in these backstreets of Glasgow with luggage.. When I returned, I was offered a “lift” back to the airport but with all the messing around last time and a plane to catch, I went back on my own steam with luggage and ended up traversing double carriageways to get back but at least I got there.