Finally got a resolution to the worst car rental experience of my life with Drivalia, and no thanks to them at all. I went straight to the top - the CEO of Booking.com, where I made my pre-paid reservation, and secured a full refund AND confirmation that Booking.com will conduct a comprehensive review of Drivalia to determine whether they should be removed or downgraded from their platform.If you've had similar issues with Drivalia, please share your story at drivaliacomplaint at gmail.com so it can be included in this investigation.KEY ISSUES - Know the Risks Before Booking with Drivalia:DECEPTIVE INSURANCE PRACTICES I made a pre-paid booking weeks in advance through Booking.com. Drivalia's own rental policy at drivalia.co.uk and then under "rental-terms" clearly states "Insurance Excess Waiver & Covers (Included in our prices)" and "The CDW (inclusive) can only be removed with evidence provided from the hirer with their own CDW insurance." Despite this, their agent at London Heathrow aggressively refused to accept the CDW purchased through Booking.com. She demanded additional coverage for 44,000 GBP even though I was renting their smallest, cheapest car. None of their vehicles were worth anywhere near this amount. For context, Enterprise, Sixt, Europcar, Alamo, Avis, and numerous other reputable companies accept Booking.com CDW without any issue.UNPROFESSIONAL STAFF BEHAVIOR The agent refused to provide the manager's name, claiming it was "Fred" when pressed. She then cancelled my pre-paid booking when I asked to speak to her manager. The only name I ever received was "Daniel" from customer service, and my final response from them stated: "Dear Customer, I still stand on my last decision. No further action are needed. Kind Regards BM" - still refused refund, and the branch manager still refuses to give their name, apparently, very defensive, obviously.COMPLETELY INEFFECTIVE CUSTOMER SERVICE I had 8 separate exchanges with their customer service team and they refused to help every single time, redirecting me to some other complaint line or form. I was told the branch needed to handle it, but the branch refused to cooperate. There was zero accountability or willingness to resolve the situation.QUESTIONABLE REVIEWS Be skeptical of their positive reviews. They follow suspiciously similar patterns with no specific details, while negative reviews contain detailed accounts. This company formerly operated under the name Easirent with many more negative reviews available on TripAdvisor.BOTTOM LINE: Avoid Drivalia at all costs. Their deceptive practices, aggressive sales tactics, and non-existent customer service make them a liability. If you've already booked with them and encounter problems, escalate immediately to the platform you booked through. Don't waste your time with Drivalia's customer service.
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