Dear Sir/Madam, Just to let you know that we can’t produce a final invoice from the rental desk as we don’t get any paperwork whatsoever from the awful and incompetent staff at the shambles of a holiday auto car rental desk in Sardinia. They were making figures up on hand written scraps of paper in front of us and nothing typed was shown nor offered. Neither myself or my partner was prepared to hand over a further £1,200 minimum to cover “ total” insurance to this con merchant only to receive £100 back when we returned the car ( not the car we had booked anyway but any car that had just been handed back as they didn’t have any cars whatsoever to give people waiting, let alone the actual make of vehicle that customers had booked on your site on line). After over 2 hours standing up in a very tight and uncomfortable queue it became obvious to most of the customers witnessing the scenes of mayhem on the desk that no cars were available and the company was a mess. Every other car hire desk was running smoothly and quickly, this was a total embarrassment to all concerned and I highly doubt many on that day will ever use the services again. We witnessed personally customers asking why the staff were playing for time, getting them to repeat paperwork and information already dealt with on line being asked for again and totally ignoring their questions as to why they were kept waiting. Overhearing other customers complaints and seeing how desperate the staff were when a car was handed back and how it immediately was offered to the first customer at the queue, regardless of what they had actually wanted, it was clear that the system was a mess, overbooked, and the staff were either shockingly rude to customers or just totally silent. The manager was one of the rudest, most sarcastic, arrogant and conceited individuals we have ever met! How this is the image that you wish to project to your customers of your service is just beyond belief. The man actually questioned whether I could afford to even pay the car when I dared to ask how on earth and why we were expected to pay another huge sum of money, triple the actual “total payment” paid on line already for “total insurance” . He stated that “ I guarantee I make more money than you and your partner could ever dream off” I have never been spoken to like that in public before in my life! I was totally disgusted and my partner was horrified, questioned why he was so appallingly rude to customers and how he thought he could get away with keeping people waiting in the high heat with no cars and no answers. He told us he was the manager, he could do what he liked!! We left shocked, upset, angered and very exhausted. Let me also point out that my partner is registered disabled with rheumatoid arthritis, for over 30 years, has a knee and ankle replacement and was greatly in need of our car for our holiday enjoyment. You ruined the comfort of our holiday, upset my partner extremely, we lost hundreds of pounds, wasted valuable time, we had no vehicle and were verbally attacked and insulted in public. The man had no compassion, understanding or empathy and was like an angry headless chicken with a severely overbooked desk and lying to his customers to stop more from getting angry. I have been on line, as had my partner and have looked past the initial first page “success” stories with holiday auto cars and have now seen the truth! We read the shocking reviews on your poor services, how people feel they have been conned and scammed with no response from your company and no refund for their complaints. We had no service, from anyone! I want a full refund of monies paid, we had no car, no service and no help. There is no validity to any on line contract when in real life we never received a car and signed no further physical paperwork and got non whatsoever from the rental desk. In effect, we paid for a physical item we did not receive, a car we did not use and as such we want our money returned. You had no car to give us, wanted huge sums of money for more insurance ( non of that shown on your site break down of costs I might add! ) You basically ruined our holiday plans. I do not want to have to take this case further but rest assured my partner works for the local council and is well versed in dealing with difficult issues and legal matters, we will press forward. Looking forward to your response in this matter