HSS ProService
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Avoid! Misinformation, Unfair Charges & NO RESPONSE to Formal Complaint
I am beyond disappointed with HSS Hire and urge others to be extremely cautious. We have been subjected to unfair charges, blatant misinformation from staff, and now a complete failure to respond to a formal complaint regarding contract W-T7WMTHDG. The core issue is an unfair additional charge of £83.31. This arose because on Friday, 11th April 2025, at 1:36 PM, I was explicitly told by an HSS operator that our equipment collection reschedule was confirmed AND that this would be completely free of charge. Had I not been given this false assurance, I would have made alternative arrangements (e.g., with a neighbour) for the original collection date of 12th April, as we were going on holiday. Predictably, relying on HSS, the collection was NOT rescheduled and failed. Upon our return: Another HSS representative admitted his colleague gave incorrect information and "needs to be retrained." Despite this, HSS refused to collect their equipment unless we paid the £83.31 for an extended hire, threatening further charges if we didn't. We were forced to pay. Our attempts to resolve this have been met with a shocking level of incompetence and evasion: My online HSS account was deleted. Multiple emails to various HSS addresses (including to onlinesupport, operations, onecallfinance) have been ignored. Phone calls have been abruptly cut off (May 7th during ID, May 8th after transfer). Live chats on May 8th repeatedly went offline when I reached the front of the queue. Following these issues, I sent a formal complaint email on Thursday, 8th May 2025, detailing all these points and requesting a refund within 14 days. It is now Tuesday, 20th May 2025, and we have received NO ACKNOWLEDGEMENT OR RESPONSE WHATSOEVER to this formal complaint. This entire experience has been stressful and a complete waste of our time. The lack of accountability and basic customer service is appalling. We expect a full refund of the £83.31 that was charged due to HSS's errors and a formal apology for the unacceptable service. Avoid HSS Hire if you value your time, money, and sanity. We will be escalating this to the Hire Association Europe.