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Kilburn branch employee lie to me, but he also attempted to scam me
I’d like to share my experience: I went to hire from the Kilburn branch, where the staff member at the desk was friendly and assured me he would give me the best rate. Without hesitation, I accepted and proceeded with the rental. During the hiring week, we needed to extend for two extra days. The same person who initially promised me the best rate said, "No problem," and added the extra days. On the scheduled pick-up day, this same person called me and said they would come the following day instead. While I hadn't expected the delay, I wasn’t too concerned about the additional day charge. However, the next day, I received an invoice for a 14-day hire. Confused, I called to ask why, and he informed me that rentals could only be extended by the week, not by the day. When I asked why he hadn’t mentioned this earlier, he simply said he wasn’t obligated to. To verify, I called another branch and inquired about a new rental. Not only did they quote me a lower price (£120 instead of £169, with the standard rate being £159), but it also became clear that I had been overcharged. This means that not only did the Kilburn branch employee lie to me, but he also attempted to scam me by charging more than the normal price. This is absolutely unacceptable. The other branch was far more reasonable, while this individual not only deceived me but also tried to take advantage of me. I have since sent an email to file a complaint, hoping they will take serious action against this person. So far, I have only received a £100 refund, but after doing the calculations, this amount does not fully correct the overcharge. I expect a fair refund that accurately reflects the correct cost adjustment. SO DON'T GO TO KILBURN BRANCH!!!! >Update< They offered me a £200 refund, which, of course, sweetens the whole situation and balances out the overcharge. However, I still wouldn't go back to Kilburn. I trust HSS again, but not the man who sits behind the desk there. Stay away from that crazy man...