BMW car hires in Bristol

I had booked a Nissan Qashqai and got a Nissan Juke.

The drop off in Newquay was confusing, no signage for the dropoff. The staff were friendly and helpful. We picked up a car in Bristol that had been keyed all along one side of the car. The attendant in Bristol advised us to take pictures. We did and the dropoff attendant looked at them.

I booked this online and was given a final price for the rental agreement. However, when I turned up at the office they insisted that CDW insurance was not included and I had to pay extra. I find this unacceptable, how can you agree to rent a car to someone without insurance?? I rent many car and I have never come across this before. It is always included. Furthermore, I have read read through the agreement and I can see no reference that this insurance is not included, in fact, the rental policy is says that it is included!!!

I couldn’t get the car because of the requirement for some other kind of insurance than excess insurance. I wasted two hours waiting to try to be served because the woman in front of me was also having a terrible experience (ended up paying 500 to get a car) and then the ancient computer system went down. So then I had to spend a few hours travelling by bus, train and taxi to my destination. 100% terrible.

COMPLETE SCAM / CON / DAYLIGHT ROBBERY 1) No contact phone# on reservation voucher or confirmation email. 2) airport shuttle driver said he heard people complain Easirent doesn't answer phone, don't send shuttle for pickup. Told us how to walk the 15 mins out of the airport, across a busy main road to get to them. 3) Looked up their phone number on Google & phoned their customer service. Pressed the option in the menu & waited several minutes while it rang & rang then disconnected. Started walking to their location. Found a number for the location, tried to phone a couple more times while we walked. Same thing - no answer, then hung up. 4) Got there to find office is a shipping container. After waiting for the only employee to finish with other customers I asked him how we're supposed to summon a shuttle if they don't answer the phone. He said there hasn't been a shuttle for a couple of years! He also said the phone isn't working!! 5). Asked for passport, then airline ticket stubs. Luckily I had kept them & showed to him. Finally he told me an amount I had to pay. It didn't seem right to me so I opened my rental voucher. He was trying to charge me almost double what I had booked it for, saying there was collision waiver added which was required by law. That is an absolute lie. I asked to see where in writing it said that & also asked to see their contact. He couldn't / wouldn't produce either. I walked out. Never again. COMPLETE WASTE OF TIME & ENERGY. I've since found that I had another bad experience with that company the year before & had vowed never to use them again but had forgotten!