VERY slow pick up process, staff tried to limit mileage to 100 per day.

Car was adequate for our trip. No problems with counter staff very courteous. Had problems finding the drop off location, street name not the same as given instructions. Otherwise it was a good experience.

When I called the contact center it kept on going on to the IVR, ultimately someone answered who seemed uninterested. Getting to your pick up point was a challenge since the call center told me a different stop than what it was. When I reached the pick-up point I tried self service machine which didn't work. When I tried to get attention of the staff at the counter, I was told rudely because I'm late they wont work for me. The chap was using foul swear words with his colleagues in Indian language while I was at counter, least mindful of the fact that I could understand Indian language. I saw a customer break into tears because your crew charged him $350 for a scratch on the wheel. For a moment I thought I had signed up to a scam shop and was scared if the same fate awaited me at the return. It was stressful. Best part of return the chap was fresh as a daisy even if it was almost midnight. He took the keys and completed the process in minutes. That still doesn't change for me the impression I got when I came to pick-up, I will always be scared that I could be paying $350 for a scratch so while I value this survey, you wont' be seeing me again ever !!

Having never used Heathrow airport before, I found it difficult to find where to catch the bus from to the rental company. A phone call to the office sorted it, but perhaps the bus stop number could be added to the booking instructions. I also found it difficult to locate the offices to drop off the car. However, the car itself was fantastic value for money. I booked a small vehicle but was upgraded free of charge to the next size up due to availability. All staff were very friendly and helpful. I would definitely book with Easirent again. Especially now I know how to find them. :)