bad teatment

Well i must say i will never be using your company again , We arrived in the Uk on may 25th and p[cked up a car , at first we decided on no extra insurance , after having second thoughts my husband went back into the office and changed the policy , On the saturday the 27th my grandson played with the keys which was wrong to do and then we found out that he had lost them ,I phoned the police straight away so as to alert them that in the area we were if someone picked up the keys and with the car reg on the key fob it was likely to be stolen , I then phoned up the car company which informed me they would pick the car up and take it to the depot , after the weekend with no car i went to the office to sort it , The gentleman i spoke with informed me the car was now in the new forrest and in the police pound which was going to be very expensive to retrieve , also it had a dent in the front and would possible need the panel knocked out , Of course this caused me no amount of stress as i informed them that the car was perfect when they picked it up , After much talking and only when i told them that the first insurance had been cancelled did they change there and assured me that all was covered and the police did not pick the car up nor was there a dent in the wing , strange isnt it my daughter phoned them to ask how we were to get the car back and only after mush disscission did they agree that they would pick up the car , I did all the running around and even found the keys so after five days i still had to go to the office and pick up the car , we were only  home for thirteen days and as a pensioner it was all to distressing for words , MY BOOKING REF IS I34352160 and i hope you will make in investigation into this affair , Can you imagine how often we can afford to come back to the UK and how much stress this has caused us  I thought if we payed full insurance it would have taken a lot of stress off us how wrong were we Hope you take this matter more serious than your staff  Mrs S M TROTTER