I made the mistake of renting from Green Motion because they had the car I needed at an affordable rate, even assuming I took the maximum insurance based on that recommendation through other negative reviews. I figured I would avoid the "double charging for minor scratches you didn't cause" by paying for the insurance and roadside assistance and everything would be fine. Then, I had an actual emergency, and fell victim to their systemic incompetence. While I was sleeping on day 2 of 5 for my holiday rental, someone ran into my parked Green Motion vehicle and rendered it undriveable - the bumper was smashed into the wheel and the tire was punctured and flat. The driver who caused the accident was polite enough to knock on doors until they found me. This was roughly 9AM. I called to report it and had the reporting calls done by 10. I figured it would take 2-3 hours to resolve from there - not ideal, not the end of the world.Except once the claim went in, nothing happened and I received hardly any communication or information. I had conversations with innumerable hapless staff at the "emergency" number, and one call from the rude manager of the branch I'd hired from, but no helpful information EXCEPT from their third party insurance provider who called at 5:30 PM (and confirmed they were having all kinds of issues with Green Motion - she seemed genuinely stunned by our saga). Green Motion staff claimed that two different individuals were handling my case and would reach out, they never did, and whenever I asked to be connected, I was told "they're on the other line". The manager refused to give me a phone number, telling me in an offended voice "I'm not giving you my cell" -- making it clear that my persistent request for a number that actually rang at their desk instead of the general line was not possible because they LITERALLY DON'T HAVE A PHONE AND DON'T WANT TO BE REACHED. The phone number online is an endless tree that always ends with "email us here" or "go to our website" - I tried every combination.Despite promises that they would respond promptly to my emails and attempts to reach the "staff assigned to the case," I never once heard from Green Motion with any useful information about timing or how I would get back on the road. I was also told by the manager that it was "his discretion" whether I got a replacement car (again, don't forget that the car was parked when it was smashed - I had done literally nothing to create this problem), and he weaponized the idea that I would not get a vehicle from them if I was pushy, and that even if I did, I would have to pay the Excess waiver ($200+) a second time for the new vehicle because "that's how it works." And, he claimed I could only get the car if I rode in the tow truck (that they were refusing to give me information on who was dispatching or when) to Heathrow to get a new car, which I'd then receive "as a favor". At one point, they had me call Citroen to arrange recovery, who then routed me to Citroen's insurance provider, who confusedly told me "who are you, and why are you calling again? We don't work with random people - we work with companies."Two more absurd details: in order to file the claim, you have to wait for a 2-page attachment to arrive via email (took 3+ hours), which can only be completed on a laptop, and requires a drawing and signature -- things that require a printer, which most tourists don't have.After waiting 7 hours for literally any actionable information from Green Motion, I gave up - a friend drove me to Heathrow to rent a different car from a company qualified to rent you a vehicle. I was happy to spend $600 so I would never have to deal with Green Motion again. The damaged car, which sat on the side of the road all day with glass and plastic strewn about the street, was finally retrieved between 9 and 10PM, a full 12 hours after it was reported, and nobody followed up to say "hey we assume you need a new car when are you coming?" They also did not pick up the debris that was left behind.The icing on the cake was this: on my way to work on Tuesday morning (the car was due back on Monday and I was back in the states), I received a call from an English phone number. "Hello sir, you were supposed to return your car yesterday - can you update us about what's going on and where the car is?"There are other ridiculous details that I've omitted, but the takeaway is this: there is no way to characterize Green Motion's practices other than criminally negligent and grossly incompetent. The maximum insurance can't save you - they simply don't care about their customers, and you're making a mistake if you give them your business because they will do everything they can to ruin your holiday.
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Green Motion Car and Van hire offers its customers - both leisure and business the opportunity to enjoy great value vehicle rental, while helping to reduce the impact of global CO2 emissions associated with road travel.