Vehicle Replacement Group Reviews 309

Over 2 years ago we were sent a hire car as part of an insurance claim. Our insurers organised the car through this company. At no point did we personally have a contract with them. They subcontracted the car hire to Europa. We received a really dreadful Hyundai in poor condition. Within 9 miles we realised that it had a slow puncture. We called the AA on their instruction and organised replacement tyre. We received a bill from VRG for the tyre, the AA and an administration charge. I immediately told them that this was covered under the insurance contract with the insurers, which clearly states that tyres are covered. Over 2 years later they are still chasing this 'debt' and have now referred us to a credit collection agency for a debt that isn't ours. When contacting them they ask for an account number that I don't have because we didn't set up an account with them at any stage. This is an atrocious company, avoid at all costs! They even refuse to send a copy of the complaints procedure.

Grace today when i rang not only understood my problem but within 17 minutes rang me back with a fantastic solution…
I promised that girl flowers 🌺 💐.
She was professional and knowledgeable…
Absolutely superb

I would like to express my appreciation to Lynn Newton in Administration for her assistance with my PCN. Her level of customer service was exceptional, and she went above and beyond to provide support and guidance throughout the process.

Lynn demonstrated professionalism, patience, and a genuine willingness to help, ensuring that my concerns were addressed efficiently. Her support was greatly appreciated.

Lucy was a very kind and professional. During all the calls and documentation process she guide me through and clarifies all my questions and help me through it.
I can’t thank her enough her guidance in this difficult moment help me get through the process and paper work.

Charmeine is a genuine nice person and wants to help during difficult times

Europcar on the other hand are awful made me so upset and low.

**DO NOT USE THIS COMPANY** even if told to by your insurance company.... They are utterly useless, totally unprofessional and despite confirming the rental on 3 separate texts, then said they wouldn't deliver it unless I was there to receive it, which I couldn't be as I was meeting clients 50+ miles away. However, I had specifically arranged for the vehicle to be delivered direct to a car bodyshop repair centre, and when I said I couldn't be they cancelled my booking completely leaving me with no replacement vehicle.

They also take an age to answer their phones, put you on hold for lengthy periods (during one such call I drove 52 miles whilst on hold!) and there's never a manager available to speak to when you need to escalate things.

This is not my first dealing with them and I will definitely NOT use them again so I would strongly advise that you save yourself the horrendous stress they've put me under in the past 24 hours. Wish I could give no stars. How these guys are still in business is beyond me.

Dont use this company! Worst company i have ever dealt with, They lie when delivery is due and customer service is a joke! had no vehicle for over 1 week due to their incompetence!!!!!

Lady on the phone is good. The company that took the damaged car arrived 20 minutes earlier than I told them I’d be home. Had to wait until next week. Then waited 2 hours after they said they’d be there to take the car. Replacement car was sent today spending 15 minutes on the phone ensuring he would deliver to the correct address. All fine. Told them if they had any issues to give me a call. Didn’t bother to tell me they had taken the car back with them. Spent 20 minutes going to neighbours drive ways trying to find a car which isn’t actually there and had to call for them to tell me that they had taken it. They took the car back stating that I wasn’t able to insured on it because of age which is really basic info they should have. Even though every time I have specifically asked to be called about any issues and I’ve had to take the initiative to figure all this poor service out and I’m left without transport for another day. The lady on the phone is now overseeing all the operations so hopefully they turn this around but everyone other than her has been absolutely useless.

Stuart was very informative and helpful with the booking of the rental van.

My insurance company used this company to replace my van while got fixed. Fine however a month after I had handed the van back they claim they received back dirt (not true) and charged me £210.00 plus admin fee plus vat.

I disputed this and with in 10 mins they responded with we look over it and you have to pay.
Now they say they send it a debt agency.
Cowboys stay clear they are just after your money and extras they can get.

Awful company. After using one of their hire cars they tried to charge me for a dent in the car which was present when delivered, when I disputed this with photographic evidence there was no response, I can only assume this charge was dropped. Issued a formal complaint which I received no response to for three months despite chasing. Charged me a £60 admin fee for me taking the car to get the tyre changed when it had a slow puncture, they didn’t have to do anything at all to warrant an admin charge. Just constantly trying to throw charges at you wherever they can and cause a lot of stress when they make it so difficult to dispute anything.

Stuart was very helpful, excellent service, and very patient and polite.

Many thanks Sally

Stewart was fantastic. He made it very clear what was available and what would happen and when.

Seamless service. Issues developed were my own fault, and was well treated. I spoke with Lynn N, and she provided clarity and options. I do recommend, from my experience.

Disgusting money grabbers;
Recently my car was written off whilst parked by another driver no fault of my own A replacement hire car was arranged for me through insurance and on drop off I was told I had it to December 1st and if I needed longer I only had to call.a week later vrg wanted to collect the car...I explained what had happened and they refused to help stating they were picking it up at 1800. 1800 came and went and they didn't collect. In the interim our fabulous insurance company NFU arranged for a replacement car. The following evening at 1700 on my way to a cancer appointment they called to collect but I assumed it was the for the new car and clearly in the way to a cancer appointment you are not thinking straight and told the guy I had only had the car for 24 hrs, and he hung up. On the drive over I realised my mistake (5 mins after they had hung up) and called three times to apologise and rearrange. I got cut off three times and the agents were next to useless. At 0830 the following morning vrg phoned to tell me I owed an extra day and that they would charge me despite me having explained what had happened.... I would never contract with an inexcusable incompetent and inhuman organisation again

I spoke with Kerry today. Who really made my day. She was so helpful and really went above and beyond to make my life easier.
Thankyou again.

Waited for 36 mins when a lovey lady picked up the phone got everything done in a matter of mins well done kerry

AVOID…… My dog has more brains than these clowns 🤡

Avoid them as they will take admin fee of £60 if you get a ticket or a parking fine which is really ridiculous.

I had a fine of £60 for parking I forgot to pay at Manchester Airport and I had to pay them £120 after they added their admin fee.

Brooke simply the best,what a lovely, helpful understanding young lady.She found me a car within 1hr of talking to me and phoned me to let me know.She was very patient with me as I'm not very good with online forms.The best customer service I have ever had. Thankyou