Review Time
Steer clear! I used Drivalia twice over the Summer on an extended European trip and I thought they were great at the time. What follows is a great example of how a company's lack of process can end up turning customers off permanently. I returned my car at Gatwick at 6am on the 17rth July before the office was open. two weeks later I noticed a 350 UKP charge to my credit card. No explanatory email and no detail provided - just a charge. Several attempts to find out what the charge was for with long wait times or no responses from the local team, eventually I was told it related to damage done to the vehicle and later was forwarded a photo. I responded with photographic evidence that the damage was present on collection but was ignored. Further correspondence/escalation resulted in contact from the "regional manager" to whom I also sent the evidence of pre-existing damage and two weeks later, despite follow up, have still not had the courtesy of a response. The website says that if the regional manager does not respond, I can 'escalate to the highest authority' but provides no way on how to do this! My only resort is to leave this review and hope that the highest authority is interested enough to respond. In response to your swift response. I am sorry that it took a 1 Star review to generate a reaction. I have already used the portal that you have indicated I use and it is through that channel that I am being ignored. I have raised it again (6th open query) as well as through the email address provided for you regional manager. Is there a more direct way to access someone with the authority and responsibility to help resolve this?
I had to make a last minute trip to Scotland from the US for a family emergency. I booked a car through a third party and didn't pay much attention to who the vendor was. I was in a rush to get to the hospital after landing, but the Drivalia experience was a nightmare. They were quite a walk from the airport and located in a little hut. Their systems kept going down. The person in front of me couldn't pay using his credit card for no discernable reason (after ~20 minutes it magically worked). The other couple in front of me didn't have the excessive funds (something like £3000) required for "insurance" available on the husband's credit card and they wouldn't take the wife's card. I was there for close to an hour without moving even though there were only 2 other people there.Eventually, I just left and contacted the third party to cancel my booking. I walked into Budget at the airport and had a car within 5 minutes. The hold on my card for damage? £100. After much reading about Drivalia it seems like their entire MO is to charge a huge insurance deposit and then make up damages to retain as much of the deposit as possible. I am so glad I walked out. Lesson learned.
Very Disappointed.I was offered to pay for extra coverage and paid a pre authorization amount of €400 where in normal circumstances this is kept for a temporary period until the car is returned without any damages. However, after rental was finished and the car checked at drop off and everything was in place and returned home, I received an email, to a reply for my email sent around thirty days after, to inform me that the amount I paid was kept by DRIVALIA to pay for charges and other taxes (airport tax, road tax, vat), taxes that were already paid when the car was booked online through Economy Car Rentals.Also, we experienced a car breakdown on the last day of our holiday and all the numbers that were provided in case of emergency could literally not be reached. I managed to register this breakdown through their online system and although received a confirmation and was also informed that road assistance will be on the spot within 30/45, no-one ever came after almost two hours of waiting.
Instead of paying the toll charge for the Dartford Crossing of £2.50 Drivalia within 14 days it payed ait too late and had to pay a pealty charge of £35. So instead of £2.50 Drivalia charged us £35.50 PLUS £60 administration fee - I have rarely come across such a rip off of customers !The car we rented from Drivaliawas in a very bad state - the service was overdue and the airbag light illuminated and therefore not safe - and it was the ONLY car they had at the station. The inside seat covers were filthy, stain covered and in a terrible state. The two ladies at the station were trying to help and assist but the manager was an arrogant and uncooperative individual not interested in assiting us ... NEVER AGAIN !!!
My car was an upgrade with no additional charge, it was a great car, renault, easy to drive, very good screen and navigationCheck out at Gatwick was very efficient, delightful assistantRETURN? not so good, really grumpy "gentle"man who found a small scratch on the hub, suposedly new and my fault and charged the price of a whole new wheel
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