The Pick-UP Right from the very first step into the site office at LGW the issues started. We were early at the pick-up which was expected on our behalf and we were willing to wait for our scheduled pick up time. We had booked a large manual wagon described as VW Passat or Ford Mondeo or similar months in advance. Straight away we were offered a SEAT but were told that the cases would not fit and we would need to pay extra for a bigger car. I told them I had booked a large wagon and that if they could not provide a car of similar size I would not be paying extra. They offered me a Mercedes C230 class wagon Auto and again said I need to pay extra I refused. During the time that we were in the office, it appears another slightly more suitable car had been returned but we would have to wait for it to be cleaned. We also went to view the car a KIA Optima wagon to ensure it was big enough and similar to the car size we were expecting and had booked. The weather was mid-winter, dark and pouring with rain. The yard was covered with large ponds of water incredibly poorly lit we watched the car wash guy finish washing the outside of the car, there no other checks done to the car before the damage sheet was given to us. We went thru the car damage sheet as best we could and even queried a few things with the checkout guy this was ineffectively carried out by torchlight from the number of items marked on the sheet the car had clearly been well used and had areas of damage. We were also upsold on the insurance that we insisted that we did not need we were also fed BS on the carload that we have in the back of the wagon and that it could not be higher than the removable parcel shelf or we would get fined. My daughter wanted to use the toilet before we set off on our 1 1/2 to 2 hr journey into central London. They said we could not use the toilet and by the way, the car has no diesel in it so you will have to go and get some we recommend going back to the Tesco at the airport. The Return After our 30 days hire we returned the car to the same location as pick up at a similar time therefore dark and poor lighting. The guy checking the car in was the same who had checked us out. We left him to do his checks by torchlight. He came in and said we had scratched the bonnet, damaged the only undamaged alloy wheel on the vehicle and dented a passenger-side door. I said BS we both went and had a look he couldn't find the dent on the door, there were several scratches in different places on the bonnet as though someone had dragged something across it. He said we were only responsible for one of the minor scratches yet there were others but were not marked on the sheet !! His sheet indicates that the new scratches which we are responsible for are located in a different position to the one he showed us.