There was no flexibility.
I have two versions. Either this man is incompetent or he's involved in some kind of criminal conspiracy. In any case, the knowledge of this person needs to be tested. It causes reputational damage to the company.
The worst service I've ever had with rent-a car company. He made us pay for two tiny dents on the roof of the car which we had nothing to do with. Since the dents were on the roof, during the pick-up we did not pay attention to them, and as a result, were told it was our fault which resulted in 230 EUR fine. No proper photos of the roof, showing its undamaged state, were produced to us. Since the car was rented through Autoeurope aggregator, and we had purchased their insurance, Top Rent decided to use this and get some money out of us, since we are supposed to get reimbursed by AutoEurope anyway. This incident happened on 26 April on Friday evening, and to-date I have not yet received correct paperwork (they sent me the invoice for the wrong amount and the statement not specifying the type of damage we paid for). The staff was not helpful or accommodating, they only cared about getting the money out of us; nothing was properly explained, they just kept on pushing for money. The worst experience I've ever had; stay away from them