Drivalia at London Heathrow Airport Reviews

1.3 Rating 3 Reviews

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Phone:

0330 222 0369

Email:

marketing@zestcarrental.com

Location:

Suite 4c, Market House,
Market Place,
Wokingham
Wokingham
RG40 1AP

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Thomas Jones

Verified Reviewer

“Car Hire never picked us up from airportr. We had to get taxi to hotel and in the morning when we went to get car Drivalia told us that it was cancelled as we were unable to show up night before as shuttle bus did not collect us. They were rude and un cooperative and had no replacement car”

Helpful Report

Posted 9 months ago

Was this Rental Good Value for Money?

Was it easy to find / get to the Desk?

Was the Pick Up Experience Smooth?

Were you happy with the Car?

Was the Drop Off experience easy?

Did the Rental Team look after you well?

“If I could give them 0 stars I would have. When collecting the car, I asked where the key was; I was told it was in the car and with the engine running (and after the long wait thus far), we jumped in and drove off. When we arrived 80 mins later at our destination, no sign of any key. We searched the car but no sign - the key wasn't there so couldn't restart the car. We called Drivalia and after a long wait we got through and told the story. The first Drivalia employee suggested I call the tow truck and sit in it all the way back to the Drivalia office (80 mins+ away remember) in order to get the keys. In fairness the second employee recognised this to be ludicrous and said the keys would be dropped to the hotel in the next couple of hours. It was now 6pm on the Friday evening of our 2-night stay so we waited and waited and waited...until 8.30pm and still no sign. Our hotel was about 10 minutes drive from the nearest town so we called Drivalia who said we could get Uber, keep the receipts and they'd reimburse us for their mistake. Happy days. We got back from dinner around 10.30 and still no sign of the keys (they eventually arrived about midnight). I sent the recipts the next morning (July 19th), was told money would be refunded to me in 3-5 days. When we dropped the car back to Drivalia the next day, was told again 3-5 days for refund. A week later and no sign so I texted Drivalia and was then told actually it was a 6 step process for a refund and mine was only on the 3rd and anyway, it can take weeks. No arguments from me, so left it. Still hadn't heard anything so on 13/08 I texted and asked about it - no reply. On 19/08 I texted a follow-up and again no reply. My last message simply said "Hi, can I get an update here please? I would rather not have to pick up the phone and/or take to social media about this desperately poor customer service. But that's my next step if this doesn't get resolved asap." No response; tried calling and rang out (as it usually does), Been over a month since their blooper, since I was told 3-5 days for my refund, 3.5 weeks since I got the 6-step process nonense and not a single word ro rersponse since. AVOID THESE COWBOYS LIKE THE PLAGUE”

Helpful Report

Posted 10 months ago

Was this Rental Good Value for Money?

Was it easy to find / get to the Desk?

Was the Pick Up Experience Smooth?

Were you happy with the Car?

Was the Drop Off experience easy?

Did the Rental Team look after you well?

“I very rarely leave bad reviews but I am afraid this one will be one if those. It took 3 hours of queuing once we got to their offices and, what is worst, notwithstanding being on a list they had created with time of arrival. After one hours they told me that my booking was cancelled because they could only hold it for an hour. I then called our broker and had argue with them that it was nothing to do with me if they were understaffed and we had to wait hours. In the end they reinstated my booking but they pointed out several times that they were doing me a favour. Almost a joke if it weren't true. I decided to bring the car back in the early morning immediately after their opening time so luckily I had no issues with the drop off. It's a new company, which I understand, but significantly understaffed for an airport like Heathrow.”

Helpful Report

Posted 1 year ago