Van Line Direct Reviews

Name: Van Line Direct
Address: 2 BISHOPS WHARF WALNUT TREE CLOSE, 2 BISHOPS WHARF WALNUT TREE CLOSE,GUILDFORD,GU1 4UP, Guildford
Rating: 4.58

4.6 Rating 2,477 Reviews

91 %

of reviewers recommend Van Line Direct

Company Reviews

Metrics

4.6

Based on 2,477 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver, Postal Service
On-time Delivery	99%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.5 out of 5

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I was very unhappy with vanlinedirect as the price I was quoted and paid my deposit for wasnt honoured and after me asking for my deposit back was told I couldnt have it as I was cancelling my policy andthere would be a charge. I argued that I didnt yet have a policy as it had not started yet but was still told i needed to pay a cancellation charge. After two or three phone calls the price was lowered but not to the price I was quoted and I reluctantly gave in and went through with accepting the terms offered at this point. As a result I will not be reccomended you to anyone and it is very doubtful I shall renew with you next year.”

Helpful Report

(Taahir Fisher) - Posted 5 years ago

“Obviously not enough people answering the phones, I gave up after calling and waiting 3 times. I sent emails that went unanswered and had to wait a few days before someone called me. The how quick response question below..... there is nothing to select between 12 hours and 1 week, it was 3 working days.”

Helpful Report

(Florence Dantjies) - Posted 5 years ago

“Difficult to deal with and 3 times in one day I was given 3 different quotes differing between £150 in price range...?! Doesn't fill me with confidence...”

Helpful Report

(Zinzan Finnucane) - Posted 5 years ago

“can't get hold of anyone”

Helpful Report

(Nosiphiwo Mute) - Posted 5 years ago

“Non UK call centre, difficulty understanding operator”

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(Florence Dantjies) - Posted 5 years ago

“never got a renewal quote, just a text saying my payment had been declined. still haven't received any confirmation of my policy, can't get through on phone either. won't be using again, and will advise others to do the same”

Helpful Report

(Alexandra Pyman) - Posted 5 years ago

“Premium increased significantly once deposit was taken (before agreement was signed) as during the online application, using the drop down box, I innocently stated my occupation was “driver” instead of “HGV driver” (bearing in mind i stated correctly I’m not using the vehicle to commute) ........why i get penalised for having what I consider more than standard driving skills I don’t know. Told the representative I’ll cancel the process and look elsewhere then to which he replied with “in which case you’ll get a £25 cancellation fee” .....for an agreement I had not yet signed into!! Be very weary before you pay this company any form of deposit!!”

Helpful Report

(Millicent Nkwane) - Posted 5 years ago

“I have spent the last 4 days trying to phone you and never get through. Then when you do, they can’t seem to sort the issue. I was told yesterday evening that i was all sorted with my new policy and this morning, I’ve received another text saying i need to contact you urgently. Yet again tried to call with no answer”

Helpful Report

(Anica Mulder) - Posted 5 years ago

“Called me up tried making me pay £119 more than quoted online and then when I said cancel it then, he then told me it would cost £25 to do so. Upon requesting to talk to the manager he came back with the original quote. He needs more training and people skills”

Helpful Report

(Nosiphiwo Mute) - Posted 5 years ago

“The 1st person I dealt with from customer services was S.Manan she was very good, but because I did not have the information to hand that they had asked for they asked me to call them back. This is were the problems started. I Phoned van line direct customer services 3 times I was disconnected after being on hold for 45 minutes. On the 4th time calling I managed to talk to a person without being disconnected. Unfortunately I could not understand a word they said, not just the broken English but the back ground noise you could here a load a other service advisors ….”

Helpful Report

(Sadiqa Manan) - Posted 5 years ago

“Although Vanline Direct was the cheapest quote initially I was later informed that my “ Comprehensive “ policy did not cover me for commuting. After a further £150 additional premium I was eventually covered. This turned out to be overall £140 more expensive than the next quote which DID include commuting at no additional cost. Buyer beware.... check the small print if there is any.”

Helpful Report

(Millicent Nkwane) - Posted 5 years ago

“Applied inline filling in all the information needed only to be called and have to do it again 3 more times over 45 minutes on the phone to get it completed never again”

Helpful Report

(Montesque August) - Posted 5 years ago

“took ages to get through to speak some as keeped getting cut of or put on hold but once got to speak to some he was was good explained every thing well”

Helpful Report

(Montesque August) - Posted 5 years ago

“Paid for my insurance then got a phone call asking if I wanted to complete my quite. Was sent a text saying contact them URGENTLY! Not once but three times,then yet another call asking if I wanted to carry on with my quote. Also the quote increased by £70 so all in all not a great company to deal with”

Helpful Report

(David LaBorde) - Posted 5 years ago

“I’m a repeat customer and always ask to be sent my documents. Last time you forgot to send them and now this time.i don’t know when my insurance runs out. I do not do email it maybe easier to go somewhere else next time . Please do not auto renew”

Helpful Report

(Ben Avenell) - Posted 6 years ago

“I couldn’t really understand the accent, which means a lot of information given has not been understood. The policy is wrong, I called back and was told this would be fixed, two days on and still nothing. When getting insurance for a business van you would kind of hope they would understand that it’s business insurance your after, all documents and finance is in my name and my home address, we are a big company why would I want everything in my name and home address ? Can’t imagine all of Richard Brandsons’ plane insurance is sent to his home address...”

Helpful Report

(Annie Mguba) - Posted 6 years ago

“I found this insurance company from confused.com so already all of my details there( license number and date) after insuraing my van i recieved text from them for urgent call so i phoned them straight away and they just looking for any excuse to increase price. She talked to me rude and pushing me to accept new offer what she gave me ( 25% up) She mention to me i filled some option on confused.com which i did not find this option there so i asked for manager, after she hold me on the phone for while she said to me manager busy so we could give you some discount(5% off). I just wanted cancel my policy in the same day but she said you need to pay for cancelation fee. It was complicated even it was not validate my insurance so how they could ask for cancelation fee?! anyway i insured finally with this company because i dont have time to looking at it again . I recieved another message, day after insurance about urgent call again so i phoned them again after hold me half an hour they said to me its dublicated message so i dont need to worry( wasting time). Anyway i am not happy with thier services at all. Disappointed.”

Helpful Report

(Nosiphiwo Mute) - Posted 6 years ago

“I have sent my license code from the DVLA website and now I’ve had another email saying you want another code or I’m going to have a £35 fee added. What????”

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(Richard Clark) - Posted 6 years ago

“Communication problems (broken English)”

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(Nosiphiwo Mute) - Posted 6 years ago

“Not even had the Insurance 24 hours phoned up to give correct no claims and got charged for changing information I believe this to be very poor Service And the phone call to verify my account was very poor the man came across quite rude”

Helpful Report

(Zinzan Finnucane) - Posted 6 years ago

Van Line Direct is rated 4.6 based on 2,477 reviews