Went to their Heathrow airport branch in a shuttle. No car was provided even though I'd reserved over a week ago. I asked for a refund so I can go hire from another car rental. I was told their office had nothing to do with refunds but they had card machines there to take money from people. I tried called their phone line, complete waste of time. I had to find my way back to a different terminal of the airport where there a different car rental to hire from another company. I lost the money I paid to them. And it was all very inconvenient making alternative arrangements as I had my my luggages - extremely poor customer service. Long waiting line, still no support. Worst experience. I will rather pay pay a little more and use another car rental with peace of mind.