Dear Green Motion I am writing to formally lodge a complaint regarding my recent car hire experience at Zagreb Airport, Croatia. On Saturday 27th July 2024 I booked a Renault Clio or similar vehicle. However, the car I was allocated was completely unacceptable. The vehicle provided was old, dirty, and had 120,000 miles on the clock. Furthermore, the engine warning light was constantly on, and the car frequently lost power and struggled to accelerate. This car was not only substandard but also dangerous to drive. When I raised my concerns with the staff, I was informed that I could upgrade to a better car for an additional £20 per day. I firmly believe that I was given this unsuitable car to coerce me into paying for an upgrade. When I complained, I was simply told, "it's an old car," and the staff member shrugged his shoulders and walked away, which I found both dismissive and unprofessional. Your website offers pictures of all brand-new vehicles indicating that you have a newer fleet of cars, however despite these cars being available on the car forecourt I was offered a car that was circa 10 years old, full of dents, scratches and scrapes, the interior of the car was extremely warn most notable with all the air vents broken preventing the air conditioning from reaching the passengers, it was simply the worst hire car I’ve every been given in over 20 years of driving abroad. Additionally, I was charged an extra £60 for taking the car into neighbouring Slovenia. This charge was not outlined in your terms and conditions, and I believe it was unjustly added to increase costs. When I rented a car from Enterprise last year, there were no extra charges for driving into other countries, making this additional fee seem arbitrary and unfair. I also want to highlight the inconvenience caused by your office’s location. The car hire office is not at the airport, requiring a bus transfer to reach the compound. This setup leaves customers with no practical option to return to the airport and seek alternative car hire services, effectively holding them captive on your site. Given the dangerous condition of the vehicle, the poor customer service, and the undisclosed extra charges, I am requesting a full refund for the rental cost, including the £60 charge for driving into Slovenia. I also expect measures to be taken to ensure no future customers experience such issues and that the vehicle in question is removed from future customers due to its safety.