Hired a 7.5t, had an accident in London tried to explain this to BTC staff and they weren't interested, it was like i'd personally gone round the staff members house and smashed her windows. Emma the counter staff was very rude, arrogant and sarcastic with no empathy towards her customer. We didn't set out to have an accident in the vehicle it was an ACCIDENT by definition!
Took weeks to try and get any claim form from BTC, had to go in and get personally after no procedure for accidents was explained on the day and the old line of we'll email the details to you!! never materialized after several phone calls and emails!
They are cheap to hire but the level or sarcasm and rude customer service by Emma is too much, we now use Thrifty or Rabbits as they are much better with dealing with there customers.