We hired a family saloon car for our trip to Dortmund via Rentalcars.com. When we arrived at the Dollar desk, we were informed that we could only have the one car that they had. It was a 7 seater van, meaning that the 1st row of passenger seats were facing backwards. This meant we would not be able to see our baby and toddler in their baby seats. I said I cannot take the car as it is not the family friendly car that we had originally booked. I was told by Dollar to take or leave it. While at the desk, I called Rentalcars.com and spoke to someone who, after themselves speaking to the Dollar staff, confirmed what I was saying, and replied said that I could hire a car from another agency and that they, Rentalcars.com, would pay the difference, and the original booking fee. The only other car I could get was through Europcar and cost about 460 Euros. Before I took it, I again contacted Rentalcars.com and thrice confirmed the refunds due, and then booked the car suited to a family of 4 with two young children. I had been informed by Rentalcars.com, that as long as I show the receipt to them, that I would then get my refund of the original booking, and a refund of the difference in cost of the new booking. So on our return to London, I forwarded the receipt as advised, and then got an email to say no refunds would be forthcoming. I called Rentalcars, and was again advise that I would be due a refund by the different staff members I spoke to, and that they would look into it. I advised them to read the transcripts, and listen to the recorded conversations, and understand that I was told several times that refunds would be due. I was told that they would have to investigate it and it would take up to 4 weeks!? All this despite all the conversations I have copies of, and the conversations being recorded, showing the facts. I am still awaiting reimbursement of the refunds, or any communication whatsoever. Terrible terrible service. I will go to small claims court pending the outcome of their investigation.