No physical location for car pick-up, not told in advance; did not answer phone calls, delayed car delivery by 5 hours after multiple attempts to reach them. Car model downgraded.
The QEEQ website didn't list Katowice airport as a drop-off location, but thankfully the staff allowed us to return the car there when we picked it up, saving us a lot of trouble! However, I strongly advise against renting a car to travel from here to Warsaw in Poland; the road conditions are terrible. Also, the pick-up point stated that they operate until 9 PM, but we arrived a little after 9 PM and fortunately, someone was still there. Otherwise, we wouldn't have known what to do.
“We have refuse rent a car provided to us for safety reson.We end up rent a car from different compan”
About EXPRESS:2.0/10
The Express car rental office in Warsaw airport was close upon our our arrival at 2:30pm. We had to wait over 1 hour before someone showed up after our repeated phone calls to the number left on the office counter.
The person who arrived had no customer service skills, did not acknowledge our wait time or even apologize. On top of it he was very rude and unprofessional.
We had to sign all the documentation for our car rental prior to viewing the car. The car they offer was BMW3.
As per our agreement when booking we should have been given an Infinity Q50 or similar luxury car.
When we went to pick up the car we were in complete shock. The car from outside was complete dirty, covered in mud and dust as if it had not been cleaned from the previous renter (picture attached). What was most shocking was that the tires were almost completely bald and not safe to drive. Some tires had zero tread. This is not only unsafe but also illegal to drive with. With odometer of the car was over 120,000km.
We immediately contacted the office however the guy who provided us with documents left right away and closed the office again. We contact the main office with our concerns and that we refused to use the car for safety reason as well as the general condition of the vehicle.
The lady who answered the phone advised us that they do not have any cars to replace the current one and advised us to simply drop off the key and she will cancel the rental. This was by far the most shocking customer service we have ever experienced at a car rental facility in any airport we have been in around the world. It absolutely blew my mind.
There was no one at the kiosk office at the airport to deal with. They left us with a horrific car in an unsafe condition after making us wait for more than 1hr at the airport after already traveling for 20 hours.
We dropped the key off and went to Euro Car rental to rent a vehicle which came in immaculate condition and only 6,000km
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