ERSIRENT at London Heathrow Airport (KV) took advantage of the language barrier. Despite repeatedly showing the printed statement from the rental service about not needing additional insurance, and stating in English 'I have all cover, no need other cover!', the staff didn't mention the £1250 deposit option. When I repeatedly confirmed if the three charges were all deposits, I got a confirmed response that 'ALL will come back to me.' However, when I returned the car, the staff said this was a charge and wouldn’t be refunded. They maliciously upsold the insurance. Essentially, I rented a car and ended up with two full insurance policies, costing me significantly more than usual. This has caused me substantial financial and mental distress. Customer service is handling it, and I hope for a good outcome.

An additional insurance fee was added.

Quite disappointing. Long waiting time. Poor service attitude. Annoying pressure to buy insurance. Not punctual. Reserved model was not available.

The car we hired had not been cleaned and wasnt washed from outside. It felt like someone had just returned thecar and then given to us.

One thing wrong only discovered when on motorway no fluid in windscreen washer bottle