I had the misfortune of renting a car with Switch, and I can confidently say it was the worst experience I have ever had with a company. Previously, we were long-term customers of Thrifty’s Scot Group, who were excellent and never gave us any issues. However, Scot Group’s new rental business, Switch, is completely incompetent. The treatment we received was appalling, and I strongly advise potential customers to avoid their services at all costs.Communication with this company is impossible. Emails are passed around endlessly, and when you finally get a response, it’s often an out-of-office notification. The main office does not communicate with the local Thrifty offices, leading to poor treatment of customers and zero accountability.After several emails, we were told we could extend our vehicle rental for another month. However, the Thrifty office where we collected the car informed us that the vehicle needed to be returned immediately as it had been sold. Due to the lack of communication within the company, we had to email Switch again to confirm when the car would be collected. The last email we received from Megan stated: “I will look into this with my colleague as the vehicle is eligible for sale. I will come back with an update later today.” No update ever came—no emails, no calls.What happened next was nothing short of disgusting. Without any notice or communication, the Thrifty office in our area took it upon themselves to repossess the car from a shopping centre car park while I was there. This was done without my knowledge, leaving me stranded and thinking the car had been stolen. Security staff had to assist me in contacting the police and reviewing CCTV footage. It wasn’t until I checked the online car system that I discovered the car had been taken to the local Thrifty office. They didn’t even have the decency to try and call me so I could at least retrieve my belongings before they uplifted the car.Adding insult to injury, they charged £400+ to my card without explanation. After numerous calls, we found out this charge was for a key fob—yet no one took accountability for this decision. The lack of communication between Switch and Thrifty led to this chaos. To retrieve our belongings from the car, which were hastily thrown into black bin liners (including personal items and medication), we had to take a taxi costing over £100 to their office. This entire situation was an invasion of privacy and showed no remorse or understanding on their part.Despite multiple emails to Switch asking for clarification and updates about our deposit, we have received no response. The invoice for the key fob didn’t even list our correct address—or insurance policy details further proof of how disorganised this company is.This experience was traumatic, unjust, and utterly disgraceful. Switch/Thrifty’s lack of professionalism and accountability is shocking. Avoid this company at all costs—you will be treated like a criminal rather than a valued customer.
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Switch is a new vehicle rental brand from Scot Group Ltd which operates the Thrifty network throughout the UK. Switch is a sister brand to Thrifty and offers flexible car and van rental services to businesses and personal customers with a focus on responding to the quickly changing needs of the market, while delivering complete customer satisfaction.
Switch currently operates in over 80 locations in the UK and has a fleet of over 20,000 vehicles.
Whilst Switch is brand new, it's backed by over 50 years of rental experience.See more
