“Impressed with the people I met at the drop off and also the pick up. However, I was not impressed that after phoning the day before arrival and informing them that I would be arriving two hours earlier, that upon arriving, being told that they had no record of the call and that I would have to pay £30 in cash to the driver for changing the time. In the end, we had to wait over half an hour after the expected time and paid.
In fairness, it is within their contract to make the charge if the time is altered, but having called and being reassured that all was going to be fine, we were a little disappointed.”
“Although the drop-off and pick-up were quite well handled we were shocked to receive a Notification of Intended Prosecution from the Met Police for our car approximately 12 hours after we had handed it over. The price was neither most, nor least expensive for the booking period.
Requests to speak to the management were met with delays and only at 2000 hrs, 7 hours after making the first phone call did we receive a response. There was no real apology; just a request for a copy of the letter and an enquiry about how the vehicle was seen behaving without due care and attention on the public road and the driver not arrested or stopped. That is not my worry; it could have been security cameras or something else.
I have been in touch with ELM&G and stated that they have 48 hours to provide the name of the driver. Failing that I shall inform the Met that the name of the driver has not been forthcoming. A not unreasonable amount of time I think.
I have received a semi-apology from APH who provide links to ELM&G, but they have no control over the quality of service delivered by the companies on their website.
Do not use this company (ELM&G).”
“Instructions to where to park were clear. We were earlier than anticipated but rang half an hour before as directed and only had to wait a few minutes for key collection. We had to wait about 10 minutes on return for the car to be returned to us.”
“All worked very well on the way out and the return. Points for improvement of a very good service. Email confirmation of the booking would have been helpful. Slightly more detailed instructions for getting to the drop of point. If you've not been to Heathrow before it can be quite daunting.”
“I've used them several times for the convenience at Heathrow. A couple of things could be improved. Firstly, the car body and wheels are always filthy when it returns. I kinda don't really want to know where it is parked (in a field ...?) but a quick wash with a power washer before the client returns would be a nice touch. Also, when calling the phone number to advise of arrival time/pick up time, the line is usually very faint with a lot of background noise. I strongly suspect the operator is using a handset in the car while on the move. EL could ensure the operators have decent phones and bluetooth headsets that make calls better quality.”
