Review Time
We have used this company a few times recently and every time Zak at the Gatwick branch has been the most helpful and caring gentleman.My father in law had sadly passed away and Zak could not do enough to make the pick up and drop off as smooth as possible.Zak is a huge asset to Drivalia.
The agent who dealt with my booking, Daniel Bardos, was extremely helpful and addressed all my queries promptly. I have used Drivalia for the last 10 years, twice a year, on visits to the UK, and I cannot fault the service from start to finish.
James in Manchester was exceptional. He clearly explained what I had purchased externally by way of insurance cover and helped me resolve quickly and effortlessly. Exceptional level of customer service by going the extra mile. Would highly recommend and will certainly use in the future.
After a brake warning light came on, l contacted customer service. Although l was in the countrysideat my son's house the recovery truck was there within an hour and half. The car and myself were taken to the Heathrow depot and in half an hour l was on my way in a replacement car. Thank you to the recovery crew and staff at Heathrow for making a stressful journey much more pleasant.
The car company allows you to book to hire a car at 1pm on a Sunday in Edinburgh City Centre, but closes at 1pm... This is not communicated at the point of purchase, as most cars don't let you arrive before your booking as they won't let you have the car until your allotted time. Furthermore, the company has no customer service at this time, and gave no help or guidance. I stayed overnight to pick up the car on Monday morning instead, to which they said they have cancelled the booking (a week later I still have received no cancellation) and tried to charge me triple the amount. Crazy! The man in the shop who I spoke to was extremely rude, and had no intention of trying to help me, only scam me out of more money. Terrible. I had to find alternative arrangements, and still don't have any sign of my money being returned.
Please avoid this company. I don't normally post reviews but by writing this I truly hope someone pays a little more to use a legitimate company. The business model of Drivalia is basically a scam. They do not deserve the 1 star you have to give to write a review. They post cheap rates and then try anything possible to take as much as possible from customers. After travelling from Canada with my 5 month old daughter we followed the Drivalia instructions to the shuttle bus. Now I fully understand this is not operated by Drivalia, however it is the recommended option for getting to the pick up building. The first scheduled bus did not arrive and nor did the second. After waiting for well over an hour we eventually managed to get a bus and made it to the office. Not a huge problem and would not have tarnished my view of the company ordinarily. However when arriving they were very busy and the staff took our names and arrival time and asked us to wait. I understood it was busy, but waiting a further 45 minutes with a baby was not pleasant. Still I would not have given a bad review purely based on this either. However, when we were seen we were informed that as we were over an hour later than our scheduled collection time they could no longer offer us the same car class we had booked and we would have to pay an upgrade cost for a different class of vehicle. What they then did is "price match" what other car providers were charging for car hire on that day and quoted us over double the initial estimate. This despite the fact that you could still book on their website for the same car and price that we had initially been quoted! I explained the only reason we were late was the shuttle did not arrive but they did not care. I also explained that at no point in the booking process or on the confirmation email did it state that you had to arrive within 1 hour of the booked time. This scam was also being done at the same time to the man next to us at the counter. When you are travelling long haul it is very difficult to book a 1 hour slot for car hire. I find it inhumane that they would treat a young family this way and try to extort such a large sum of money for a situation outside of our control. When i tried to talk to staff they would not even look up from their screens and look me in the eye. We ended up travelling back to the airport and paying a similar amount to an onsite legitimate car hire company and would beg people to avoid Drivalia. Rather than reaching our destination by the middle of the afternoon we had to travel late and our 5 month old baby did not get to bed until after 9pm after a long day of travelling. This company should not be allowed to continue operating. Please don't be drawn in by the cheaper advertised rates.
I've used Drivalia since 2020 and I can highly recommend. There have been times there has been a slight issue with a car or van and they are always quick to make it right, which is why I always continue to hire through them.Brilliant customer service, excellent value and the Gents in the Liverpool City branch are lovely.As a woman, often renting a van on my own, they can't do enough to help me in there and I really appreciate it.
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