Open Road Access Reviews 125

Dawn who delivered our WAV hire vehicle was very polite and friendly. She took the time to show my wife who is a wheelchair user and myself the driver all the aspects of using the vehicle and was quite happy to answer any of our questions.

Great service from booking to having the vehicle dropped off. Naz was extremely helpful and thorough when going through the process of securing the wheelchair in the vehicle. He was very friendly and clearly explained each step with no hesitation to answer any questions.
Would highly recommend ORA

We had issues getting my father in law to my mother in laws funeral, we had to hire a disabled mini van from Open Road, there help with our situation was flawless, so helpful and understanding, even made sure it was a dark colour, guys dropped it of and picked it up again brilliant, highly recommended them for hire vehicles.

I have used this service on several occasions, and I have found them to be kind friendly, reliable affordable, and most of all true to their word.

Super van made life very easy everything in spotless condition Andy was helpful and efficient

OMG...honestly I will be using this company again, customers service, professionalism, vehicles, cleaniness,punctuality just everything was spot on. I was going to call a black taxi to chauffeur my nan and me to my aunts funeral but worked out to expensive it suddenly dawned on me to hire a wheelchair access vehicle and honestly I am so glad I did...I will most certainly be using this company again I really can not fault the staff or vehicles...OAR and staff thank you so much from the bottom of my heart...the funeral went beautiful and vehicle remained in between the 2 limos...

This company was excellent with regards to customer service ranging from the call centre staff to the delivery drivers. Everything was explained, the vehicles were immaculate and most of all it was delivered and picked up on time. If you need to hire a disability vehicle for a day or a week, then this is the company you should go to.

Very reasonable price, no hidden extras. Good reliable vehicles and everything you need for manual or electric wheelchairs.

Car was delivered early by Andy, everything was explained thoroughly and shown how to use the equipment in the car, about who to call in an emergency and where to locate the numbers. Really friendly and will definitely use again, great company

TL/DR: The car was lovely, clean and supplied as described. The administration was atrocious, and the amount of errors were inexcusable. The risk for exploitation of vulnerable adults who desperately need a service like this is quite high. I'll be looking elsewhere next time.

The car supplied was great, everything else was sadly pretty lacking.

I needed to hire a car for a day as my motability vehicle was delayed, which I think is pretty common. Unfortunately due to their delivery days etc, I ended up needing to pay for more than 1, which I accepted. As a disabled person, I have a small income which is a struggle to manage on, but having had almost no social outings for months and an awful Christmas period, I desperately wanted to visit friends and was willing to overlook what I thought was a high price and poor admin.

I explained that I was unable to speak on the phone with significant issues due to my disability, but would need to make arrangements via email. From then onwards everything went downhill. I was repeatedly given conflicting information over email, told different things by different members of staff, and pressured to phone up. Eventually I gave in and called up to make a payment and to clarify some very, very basic information. I was emailed a short list of basic terms, which outlined some information, including 1 excess amount of £400.

They initially told me I needed to be present at the delivery and collection of the vehicle. When I explained that this might not be possible due to my working hours, their delivery slots and my illness, they agreed a delivery slot. This was all sorted, and we collected the information needed for my named driver. Then it transpired than the person accepting the delivery needed to be a named driver, and as I don't hold a driving license (which they were aware of), this arrangement wouldn't work anyway.

Then told me that I didn't need to be present at the delivery of the vehicle, but one of my PAs could be, if the named driver who was taking it out at the weekend wasn't available. This PA needed to be on the insurance, which would cost more money. My PA was reluctant as she didn't want to be on the insurance for a vehicle she wasn't going to drive, just to accept delivery of, but agreed to. Phew!

Throughout this period I did get asked several times to call in, which eventually I did. I guess this is how they extracted my phone number which is only used for work calls. I'm unable to make phone calls unless supported or in certain scenarios, and I made it clear I was not able to conduct this sort of business over the phone.

At some point, my information was shared with Proximo, who I assume are ORAs partner/supplier. I was surprised to get a call from someone on the delivery day about this from an unknown company, but this was my first clue that my telephone information has been stored and shared.

The delivery went okay, but after my PA had accepted the delivery, she came back into the bedroom where I was in bed with a huge pile of terms and conditions- many of which I had never seen before, and some that contradicted the ones I had been emailed, including several different excesses, and various other terms. I had obviously paid the deposit and agreed the hire with the previous terms, and was annoyed but not surprised.

The car was lovely, spacious and clean. My friend and I took it out the next day and came back with no issues. It was parked on the street for the rest of the weekend.

The proximo delivery person then turned up to collect the vehicle much earlier than agreed on the day. We asked him to wait in the building downstairs as my PA was helping me to shower, but eventually she had to go down and give him the key to get the vehicle by himself.

He then came back inside and said that the car had been keyed all down 1 side across several panels, which he said he thought it would buff out but needed to record it, so I signed for it.

Later I got a call to arrange collection of the vehicle that they had already collected.

Proximo then phoned me to inform me that as it was a "no fault" incident that occurred during the hire, a different excess to the one they emailed me would apply- of £1000. This would mean that I'd have effectively spent in total £2k on a day trip to see a friend, including the original hire, and some food and care costs.

When I queried the excess, why they were calling me, who their data controller was, and requested a copy of the insurance documents/invoices, they were unable to help.

To date, they have agreed to reduce the excess to the original agreed amount (paid). They have supplied an estimate for work, no invoice. They haven't apologised or acknowledged the risk of exploitation this poses to vulnerable adults hiring from them. The director was too busy to speak to me at an event recently.

2* because the car was nice.

ORA - 1298362

Very impressed from start to finish.
Hired a WAV from open road.
From start of enquiry to return of vehicle was efficient, slick and easy.

The pre hire communication was excellent. My needs discussed and appropriate vehicle recommended. Communication excellent during all stages of the hire.

Vehicle arrived in excellent condition and was clean, tidy and functional for my needs.

The vehicle dropped off and collected in a timely manner.

Would definitely use again and highly recommend. Thank you.

Really friendly and very helpful people to deal with.
They take the time to ensure that you are getting the correct vehicle for your requirements and are more than happy to answer any questions you may have.
My Mother was able to leave her house for the first time in 3 years.
The look on her face at the end of our day out was priceless!
Thank you!

Andy Stubbs delivered our vehicle. He took time to show us around the vehicle and was very informative. No rush in making sure we were happy. Thankyou.

Each person that I dealt with was extremely professional and warm - if you know what I mean. I was looking to get my Dad (97) out for the day and the one day hire period was an absolute winner for us. Callum who dropped off and handed over was fantastic. Ian who picked the car up was great and prompt! The only piece that needs a bit of work is the online tracker. We were in Bramhall (Stockport) and the (refreshed) tracker showed Ian in Birmingham so we had plently of time to pop out to the shops when ding dong the front Bell goes with Ian ready to pick up! We could easily have missed him before our return back to Scotland, something in that link with Proximo not quite working. Having said that I will definitely be using ORA again as the service is outstandingly good and costs very reasonable. The WAV it'self was fantastic.

I contacted quite a few companies regarding hiring a wheelchair access vehicle.

Open Road Access were head and shoulders above the rest. Their approach really does seem to be customer approached, and with the aim of providing more opportunities to help wheelchair users get out and about. They were the only company to offer 1 day hire (though I haven't put this to the test yet), and their prices were very reasonable. If I had to pay for 3 days every time I want to take my Mum somewhere, it simply wouldn't be affordable. But if I can hire for 1 day, that really is a game changer for us.

In terms of the actual hire, a friendly team dropped the vehicle off and picked it back up. The vehicle itself was excellent.

My Mum's mobility has worsened to the point we were worried how we could still getting her out and about. This service enabled us to have a really special few trips out. She had a wonderful time.

The enquiry was handled quickly throughout.

I'll definitely be booking again.

At fairly short notice we needed a wheelchair accessible vehicle for a family funeral. Lilyana was very helpful and patient as it took several phone calls to sort out what we needed. The drop off and pick up was very easy and stress free (apart from I needed to ask a neighbour to release the handbrake for me as it was pulled too high on delivery!) We only needed 24 hour hire and it was very reasonable price. The funeral directors were very impressed with the service, price and vehicle condition and asked for the contact details to be able to recommend to other families if needed. I would definitely recommend this company and wouldn’t hesitate to use them again.

After reading the other reviews, there is nothing to add.
If I ever need to hire a WAV again they are the goto company.

From first call to collection of hire vehicle everything was perfect
Keeley was superb in sorting vehicle to my exact requirements with a great price
Tony who delivered the vehicle was professional and made sure I was happy with all instructions
The transit custom they supplied was lovely
Nearly new and great too drive so easy getting everyone and luggage aboard
Collection was easy and took no time
Will definitely be using Ora and proximo again
Thank you Keeley and team

From knowledgeable and helpful agents on my initial enquiry with Open Road Access through to clear and courteous delivery and collection representatives (thanks Naz) the whole experience has been seamless and very well executed. The vehicle itself was perfect and easy to use. Highly recommended company.