Name: Fresh Car - Mobile Car Valeting and SMART Repairs
Address: 29 Stafford Street, Edinburgh, Edinburgh
Rating: 4.68

“Twice had confirmed bookings and both times they were cancelled at the last minute by an automated text!!! - Don't rely on this service showing up even if you have a confirmation!!”

Helpful Report

Posted 1 year ago

Thank you for leaving a review. We have looked at your booking on our system and we can see that the Franchise has had an issue with being let down by it's employees. We are sorry that this has impacted your experience. No franchise ever wants to let down our customers. Sorry for the inconvenience caused.

Posted 1 year ago

“Wouldn’t even give 1 star. Will (Brighton) turned up to fix my car, told me a new bumper would give a better result but asked to be paid up front as he was going to honour the original quote- 8 weeks later he still has my money and is not answering my messages. I am having to take him to court to get my money back.”

Helpful Report

Posted 1 year ago

Hello Stephanie, We operate a franchised business and unfortunately on this occasion the franchise in the area has left the business. The operations team is currently aware of this matter. We will do anything that we can to help and assist. We are very sorry for any inconvenience.

Posted 1 year ago

“Back here again, I first left a review on google to which they replied and asked to directly email. They have since not responded on email. I'll be taking my issue to small claims court... Initially, I was very happy with the service I received from Ryan. There were some scratches and scuffs that needed taking out of my car, to which he did a great job of getting out. However, after the work was done I noticed that there was a new nice long mark down the side of the rear, apparently this was just "masking tape residue" when I pointed it out to him, alas it was not... it was a lovely new scratch. Ryan acknowledged this new scratch and said he would come back over to repair the scratch he'd accidentally made. But each time I made contact I was pied off and ignored, its now been 2 months and still no word. £245 to get a scratch out, only to have a new large one put in... resulting in me now forking out £280 to get the new scratch repaired. I would love to recommend this service, but the pure disrespect is actually gross. Do not use.”

Helpful Report

Posted 1 year ago

Hi Aiden, We are very sorry to hear you have not received a response. This was forwarded across to our repairs team who also informed the operations manager regarding this. Ryan was asked to reach out to you directly. We are very sorry to hear that this doesn't seem to have happened. I have once again raised this to the operations manager and the repairs team to look into and get back to you. I hope they will be in contact soon.

Posted 1 year ago

“Cancelled on me 5 minutes before they were due. Wasted a days annual leave booking this. No attempt to rectify the situation either.”

Helpful Report

Posted 1 year ago

Good Morning, We are very sorry that the valet had to be cancelled on the day of your appointment. This is due to the franchisee having equipment issues with their generator. Due to where you are located they would not have been able to plug in to your power so this was not an option they could substitute. You did reach out to us to see if we could send out someone else however unfortunately the other franchisee who operates in your area was fully booked up and could not accomodate your booking. There was nothing further we could do to assist. We have fully refunded you for the booking and do sincerely apologise it wasn't able to go ahead today.

Posted 1 year ago

“After the valet service was completed, I immediately noticed several issues and raised them with the valet person. Although he apologised and offered to return to complete the job, this solution was highly inconvenient for me. The specific issues I observed were: Interior dust was still present behind the steering wheel. Dust remained in the control console area. Dirt was visible on some of the leather seats, making me question whether the leather cleaner treatment was performed at all. The pull-out extenders on each front seat were not cleaned. The alloys had dirt inside the spokes, which was evident upon running my finger over them just a couple of hours after the service. There was a dirty section on the driver side door interior (suede material) which was not cleaned. I questioned this at the time and was told it was makeup oils ?? I used a sofa cleaner on it and it came out ! Additionally, I was told by the valet person that the removal of swirls and minor scratches, which I believed was included in this package, would require a separate booking for a machine polish. However, the website under the package explicitly states that the Signature Valet package includes addressing these issues. The presence of swirl marks and minor scratches on my car makes me doubt whether the procedures promised under this package, such as superior paint treatment and protection, were actually carried out. Given these concerns, I am left questioning the integrity of the service provided. Was the leather indeed cleaned and protected? Did my car receive the superior paint treatment as advertised? Or was it merely given a superficial clean? The valet person admitted that the alloys and the interior were not cleaned properly. Despite this acknowledgment, I am deeply disappointed with the overall experience and currently have no intention of using Fresh Car again. I contacted Fresh Car, only to be informed that as a franchise, they could not offer any solution beyond what the valet person suggested, which was to rebook the service for free to complete the missed sections. However, I have lost trust in the quality of service provided by this individual and do not wish to have the same person return. This experience has shown me that the quality of service from Fresh Car depends significantly on the specific valet assigned. Clearly, some valets may be more passionate about their job and deliver a proper service. I would not recommend booking the Signature Valet and I cannot recommend anyone use Fresh Car. Instead, I suggest finding a reputable local valet who is more likely to provide consistent and satisfactory results.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to provide feedback on your recent car valeting experience. We value all feedback as it helps us improve our services. Ensuring our customers receive a high-quality service is our top priority, and it is clear that the franchisee did not meet your expectations in this instance. However as stated by yourself the franchisee did offer to come back and rectify these areas but unfortunately was never able to find a suitable date with yourself. Swirl Marks in the paintwork are not something that can be guaranteed to be removed as we are unsure on how minimal the marks are. The franchisee who attended to your booking advised that they carried out all the paintwork protection that was included in your package, Wax, Polish, Claybar and Sealant, However this did not remove these marks meaning that your car would require a machine polish to be able to remove these. This is not something that can be conducted as a part of a valet and would require detailing which was advised to you by the franchisee. This would have been the same no matter which of our franchisees attended to your booking. We apologise that we were not able to meet your expections and we thank you for bringing this to our attention. We strive to learn from customer feedback and provide a better experience for all our customers

Posted 1 year ago

“Made a car booking weeks in advance, was a previous customer. At the very last hour they cancelled my booking and couldn't give me another appointment for another week. Highly unprofessional, not reliable, couldn't care less no customer loyalty TOTALLY UNRELIABLE AND UNPROFESSIONAL WILL NEVER USE AGAIN”

Helpful Report

Posted 1 year ago

Hello Janice, We are very sorry that your booking was cancelled today last minute. This was due to an unforeseen personal matter with the employee that was due to attend. The franchise owner was in direct contact with you as soon as they were made aware that the employee would not be able to attend the booking. We understand that this was a very last minute cancellation but unfortunately not something within our control. We do apologise for this. You were offered some alternative dates to reschedule but unfortunately this was too far in advance and was not ideal for yourself. Unfortunately there was nothing sooner that could be offered otherwise this would have been the first course of action. We appreciate that you have used our services in the past and have opted to use us again after enjoying the service that was provided. We care about our customers very much and don't ever want to let anyone down, but unfortunately sometimes things can happen which can result in the valet not going ahead as scheduled in which cannot be helped. We are sorry that you were let down on this occasion.

Posted 1 year ago

“Cannot fault the actual repairs, just the colour of white paint they used. I provided full colour code details and now I have a two tone car!!! They told me it was down to the year 2016 and sunlight!!!! Totally unimpressed, sent pictures to customer services Edinburgh and Maurizio, but silence. I have stopped the payment and will be taking legal advice as my car is now devalued.”

Helpful Report

Posted 1 year ago

Good Afternoon Pam, We are very sorry that the repair has not gone how you would have liked. We received your complaint this afternoon and have requested for you to provide us with some photos so we can get this investigated for you. Once we have received some photos we can pass this over to the relevant parties and a resolution will try to be arranged. If you can send over some photos to clean@freshcarvaleting.com , We hope to hear from you soon.

Posted 1 year ago

“The person cleaning left my car insecure and left rubbish from the car on the pavement. I was not home, he stated he spent 4 hours on a full valet, however the interior is noticeably dirty. The door inners and boot frames still grimey. When I fed this back to the company they directed me to the person cleaning as it’s a franchise. The cleaner denied what I was saying, told me tales of woe about their expenses and pay and then tried be offensive about my “old dirty car”. No resolution after £80 spent. Horrific customer service. If you use this company take photos of your car before cleaning as they are saying my car was filthy. Local car wash would do better. Very disappointing. From the other reviews looks like I unfortunately got a bad cleaner.”

Helpful Report

Posted 1 year ago

Sorry to hear that you feel that no resolution was achieved between yourself and the Franchise in which you booked. As a booking platform, the resolution has to be from the Franchise in whom you instructed to carry out the valet. We always try to ensure a fair outcome. Sorry if you feel on this occasion that was not the case.

Posted 1 year ago

“Person didn’t show. No explanation. No effort by management to rectify the situation. Don’t bother with this service. And don’t pay beforehand. Some person emailed me quickly after the live chat and then I got an apology from the apparent owner. No one has offered me an explanation. No one has been in touch to make anything happen. They just don’t seem to bothered about having me as a customer. Move on. Choose another service.”

Helpful Report

Posted 1 year ago

Sorry to hear you feel this way regarding our services. When we are informed a Franchise has not shown, we always reach out to try to inform the customer. We are sorry if you feel this was not the case.

Posted 1 year ago

“Cancelled late evening the day before claiming Valetor was sick. Despite receiving a text from the valetor the same night confirming the appointment. Waste of time”

Helpful Report

Posted 1 year ago

Sorry to hear that your valeter cancelled due to illness. We appreciate your feedback.

Posted 1 year ago

“Absolutely awful service. Tried booking three times and when I finally received a confirmation I got contacted at 9.20pm to let me know my appointment for 9am was cancelled due to unforeseen reasons. They weren’t even courteous enough to organise another person to come after I took off my morning from work so I could be at my house for a full valeting to take place. Do NOT RECOMMEND!! Go elsewhere and safe yourself the stress.”

Helpful Report

Posted 1 year ago

Hello, We are very sorry to hear you are unsatisfied with our services. You live in a secondary location which is only covered by our franchisee Amila as long as they are nearby that area on the day. This is why it was difficult to be able to get a confirmed date for you when you originally enquired to us. This is a location they don't normally travel to, However on request they would as long as they are nearby the location. We offered you a few dates and we didn't receive correspondence from yourself until 3+ days after each date we offered to which once we received a reply there was no longer availability as it had been taken up. We did advise that the dates we offered are based on live availability and may be subject to change. The specific franchise you were booked with has a very busy diary and gets booked up in advance. We tried to assist in getting you booked in whenever we could but cannot help if a timeslot is taken while we awaited your response. Amila informed us that the cancellation was due to a fault with his van, Unfortunately this is not something that can be helped and we are sorry that it lead to the cancellation of your valet. We understand your frustration and appreciate that you waited for this appointment. Amila operates as his own franchise and is the only person who would be able to come to your location as he is the only one who covers your area on request. This is why no-one else was able to be offered otherwise this would have been the first choice of resolution if we had it. We are very sorry for the inconvenience.

Posted 1 year ago

“Booked two separate morning appointments with Fresh Car, one in January and one in April. Both were cancelled on the day for the same reason…hospital emergencies. Could be a coincidence but I don’t think so!!”

Helpful Report

Posted 1 year ago

Hi Mark, We have spoken through email this morning. Sorry for the issues in which you have faced. Unfortunately, valaters have to prioritise their health and that of their families. Sorry we were unable to fit you in for a valet on the day you were free this week to do so.

Posted 1 year ago

“Car damaged during valet where petrol cap has been forced open instead of asking how it opens and now jams and won’t open. Company/ valet person taking no responsibility so will not use the company again.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to review our services. Unfortunately, if the valeter has identified with you on the day he can not gain access to clean an area due to this being faulty he is unable to take responsibility for this. We appreciate your feedback.

Posted 1 year ago

“Not as good as expected. Half finished inside of the car and when promised to return the person never turned up or answered his phone. Worst £125 I have spent in years”

Helpful Report

Posted 1 year ago

Hi! We're so sorry to hear you are not happy with your experience! We unfortunately are unable to locate any bookings for you. Would you be able to provide us some more information to clean@freshcarvaleting.com and we would be happy to look into this for you!

Posted 1 year ago

“Please don't contact this company as they advised me that they are not responsible for a final result as they are passing all work to franchise. In case I also have been advised that their backlog of complaints so long that they are dealing with them for years”

Helpful Report

Posted 1 year ago

Hi, We do ask that all our customers contact us should they have any issues with their valet, as we would want to make sure we can assist the best we can, and offer a resolution to any complaints. Unfortunately in your case, the original package was not sufficient for the valet as there was a milk spillage and this would need an interior only dedicated valet which was not the valet booked in so unfortunately due to the extent of the work needed for the spill, some areas may have been missed which we asked that you provided us images of these so that we can asses the situation, these were provided to us, but unfortunately investigating complaints do take some time, and you had given us less than an hour to action your complaint after receiving these images. We do apologise for the delay, but unfortunately these do take time to liaise with management and the franchise owner. We do not have a backlog of complaints so long. You must have misunderstood. You asked us if we had records of your complaints as you had contacted multiple times and we assured you we log all complaints and keep these logs for a lengthy duration. We are not dealing with complaints for years. We aim to close down all complaints within 5 days of them first coming in, with a resolution agreed by all parties. Unfortunately, your complaint came in originally about the valet being rescheduled. This was a separate complaint to the complaint raised about the valet itself which we only received images of these after requested today. We have actioned your complaint, and it has been raised to management who will be in contact with you shortly. We do operate as a franchise model, and complaints are raised directly to the franchise owner. We at Fresh simply act as a 3rd party as we operate under a franchise model. Please rest assured that your complaint has been raised and will be actioned once management can take a look at your case but unfortunately there are other matters being addressed so we cannot guarentee an instant response, but do ask all complaints are responded to within 48 hours. As your photos came in this morning, please expect to be contacted in the next 48 hours to discuss the complaint and the photos provided as evidence to us. If you wish to discuss further, you can contact us via clean@freshcarvaleting.com. Thank you for your time!

Posted 1 year ago

“I cannot start my car after this service. This is probably the most important thing I need to mention. I chose the Full Valet + Paint Protection service. I have a small Polo car and I still paid £115. I scheduled the service for 1:30 p.m. but someone called me at 10:56. Then it turned out that the gentleman was at the door and wanted to start work at 11. The duration of the service was to be up to 3 hours. The man washed car in an hour. As for the work itself, everything was washed, but the smell in the car was bad. I do not recommend.”

Helpful Report

Posted 1 year ago

Hi Magdalena, Very sorry to see you have left a 1* review. We are aware you had a valet with us yesterday and were in contact with us this morning to advise you have not been able to get your car to start. We have contacted the franchisee and asked for him to be in touch with you ASAP to let you know what was carried out in your valet and discuss any areas of concern that you have. We would request for a mechanic to perform a diagnosis on your car and provide a report stating that the issue with your Vehicle is at the result of a valet. Nothing that was performed on your Vehicle yesterday should result in any issues pertaining to your car not starting. We noted that in your email this morning you stated you were happy with the clean carried out and the valeter who attended, We are very sorry to read that this does not seem to be the case in the review you have written. Please reach out to us at clean@freshcarvaleting.com if the franchisee has still not been in touch and we will do our best to assist you.

Posted 1 year ago

“The man called G Val turned up late and then stayed an hour and didn't even take a car mat out of the car and then advised that he wouldn't be able to finish the job on time even though I already paid for the service and then left. I needed my car cleaned today for my baby coming out of hospital and the man was rude and disrespectful and laughed in my face before leaving. I don't understand what he spent an hour doing when nothing in the car was touched. I am now at a loss and don't have a clean car and now have to wait 10 days for a refund. Why offer a service if it can't be done in the time frame and also I don't understand why it took an hour to tell me that he wasn't doing the job and didn't even wipe anything down or hoover one car mat. Absolutely gutted and disgusted at the lack of professionalism and rudeness of the man. This was after me emailing the company before paying for the service to make sure the job was able to be done today as it was important. G val your customer service was horrendous and ur attitude was uncalled for and”

Helpful Report

Posted 1 year ago

Hi! We're really sorry you're not happy with the service you received. We did take on all your comments and explain that unfortunately on this occasion the vehicle was booked under a package which was not sufficient for the extent of the work needed on the interior. We would have recommended this vehicle be booked in under an interior only package such as our deep clean which would have given the valeter 2 1/2 hours to carry out the interior clean rather than the 1 hour allocated for the interior on a Full Valet. The valeter did provide us images to support this which we forwarded over to yourself and explained why, on this occasion the service did have to be refused. Our valeters do have the right to refuse service if, on arrival the vehicle has not been booked in under a sufficient package and unfortunately on this occasion that was the case. We are not aware of the condition of a vehicle prior to arrival so unfortunately in some rare cases, refusal of service does happen. The valeter did initially start the valet, however upon working on the vehicle, the valeter realised that due to the extent of the dog hair inside the vehicle, they would not be able to carry out the valet to a sufficient standard in the time frame they had available before their next booking and so organised a full refund back to you. Refunds can take up to 10 days, but usually are back with you in just a few days, sometimes same day. We have flagged up your comments about the way the valeter conducted themselves on the day and this is being investigated internally with the valeter and their management team, so please rest assured that your comments in regards to this, are being taken seriously and an investigation into this is taking place. We do apologise again that your valet could not go ahead this time. If you wish to discuss any further please feel free to contact us back to clean@freshcarvaleting.com. Thank you.

Posted 1 year ago

“You didn’t turn up twice. Very poor customer service”

Helpful Report

Posted 1 year ago

Hello, Very sorry to see that you have left us with a 1* review. Unfortunately the first occasion was due to some van issues that the franchisee could not attend and we are afraid this is not something that can helped. However, We are aware that they were running late for your booking today, We do apologise for that. We believe they have attended and completed the booking. We are very sorry that they were running late but we have confirmed with the valeter that the booking has taken place and your car has been valeted.

Posted 1 year ago

“I paid £150 for my car to be fully validated to showroom quality I paid for this after the outside was done as I had to go out for a couple of hours when I come back the inside was disgraceful and was just left with dirt everywhere today Credit they did come back and make it right the same day, but this took another two hours off of my daily time when I had stuff to do would not use again”

Helpful Report

Posted 1 year ago

Hi Mark, Very sorry to hear you were unsatisfied with the valeting service you received. Once we received your complaint we passed it over to the franchisee and asked for them to be in touch to sort a resolution with you. They were more than happy to come back and rectify any areas you feel had been missed on the same day. They passed on their sincere apologies for missing these areas and wanted to get it rectified immediately. They believed you were happy with the finished product so we are saddened to see you have wrote a disappointing review. Sorry that you feel let down.

Posted 1 year ago

“I've had an absolutely horrendous experience with this company Edison showed up 40 minutes Badly washed the outside of the car badly cleaned the inside of the car Paid for a signature valet And an extra £20 for engine bay clean Which he never did Lied to me said he did it But not knocked the £20 off anyway Tell me couldn't get the dirt stains out and patches told needs a full sterilization which is included in the package But somehow I managed to get rid of them with fabric cleaner and a microphone cloth And there's a lot more. Just don't waste your money go somewhere else. Yeah”

Helpful Report

Posted 2 years ago

Hi, We're so sorry you've not had a good experience with us, we never want this to be the case! I do believe you are in discussions with the franchise owner in regards to your complaint and issues raised and we do hope to have this issue resolved for you!

Posted 2 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	Greater than 88%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5
Returns & Refunds
Refunds Process	Difficult

Fresh Car - Mobile Car Valeting and SMART Repairs Reviews

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