Auxillis Reviews

4.4 Rating 622 Reviews
85 %
of reviewers recommend Auxillis
4.4
Based on 622 reviews
Shipping & Delivery
Delivery Methods
Own Driver, Courier
Average Delivery Time
Next Day
On-time Delivery
96%
Accurate And Undamaged Orders
Greater than 87%
Customer Service
Communication Channels
Telephone, Email
Queries Resolved In
Under An Hour
Customer Service
4.4 out of 5

Write Your review

Tell us how Auxillis made you happy
Help future customers by talking about customer service, price, delivery, returns & refunds.
Minimum 10 characters
Would you like to add a photos or videos?
Strengthen your review by uploading photos & videos.
Drag files here or browse
(Supported files: jpg, png, mpeg, ogg, mp4 & webm)
What's your name?
Leave this blank if you'd like to publish your review anonymously.
(Optional)
What's your email?
We need your email address to verify that your review is genuine
Please note that we may share your email with the company to verify your order.
Auxillis 1 star review on 13th February 2023
Aukse Zalpyte
Auxillis 1 star review on 13th February 2023
Aukse Zalpyte
Anonymous
Anonymous  // 01/01/2019
Obstructive. Inactive. Lackadaisical. Absolutely atrocious service. No way would Iuse their service voluntarily. TWO YEARS and three rectifications to sort out a non fault incident.
Helpful Report
Posted 4 years ago
if people do not understand the implications of this scheme, they are entering very dangerous territory. The fancy hire car (inflated) costs will become yours if the claim is not agreed or becomes a knock for knock
Helpful Report
Posted 4 years ago
53612040 Hi, I am writing this review in regards to a Terrible service which was provided by Auxillis. I had a Non Fault accident on 23.10.2019 and Auxillis Rang me thereafter to look after my accident claim. They offered me a replacement car and had my damaged car collected they were very nice and the service was prompt and effective upto this stage as they were competing with the 3rd parties accident management firm to gain business from me. After they had collected my car they sent it to be checked out by an approved garage which they have associated themselves with. The garage completed a report and started the repair process. I received a notification the car is almost completed and i have to collect almost 7 weeks after the accident. so before the collection date i booked in an appointment to inspect my car. I noticed the garage had used the same parts which were damaged in the accident. They were oblivious to the warning lights on the dash board and the mechanic was cheeky enough to open the bonnet and show me the engine and say as you can see no damage to the engine!! If you can tell the engine is fine by looking at it then there would be no need for mechanics! I checked the engineers report which by the way was an engineer employed by the garage and not an independent insurance engineer, He wrote all that needed replacing was brackets and fixtures but i was told by the same garage guys they are all new parts, the bumper and also the headlamp and cover. I noticed they were the same pats as they still had damage on them. I realized the garage tried to take advanage as the policy is on my mums name and she is old... the engineer at the garage over valued the car and kept the repair costs below the Right- off Threshold to gain business and maximize their profit on the job but at the cost to me and my mum! The Car hire was billed at £150 per day and have had the car for 49 days totalling to £7,350 The garage charged £1500 for just brackets and screws and to put the car back to a presentable stage! The cars value is around £3000, auxillis will be charging the 3rd party almost £10,000 and i still have a car that is not safe to drive all because auxillis did not want to send out an independent engineer to look at the car! Auxillis rep also had the cheek to tell me i need to contact the garage to take it up with them directly!!
Helpful Report
Posted 4 years ago
Total rubbish! Unprofessional. Staff that are verbally and physically abusive. Wouldn’t touch them with a barge pole. Useless!!!
Helpful Report
Posted 4 years ago
Do not use this management company go through your insurer! The charges are hugely inflated and the service is appalling! My works vehicle took over 2 weeks to be repaired for a minor dent in the boot and cost nearly a third of the cost of the vehicle 2 weeks prior to the accident from a main dealer. My vehicle was handed back to me absolutely filthy and had decals missing which I ended up replacing myself. The vehicle was also covered in polish. My complaint took 5 months to get a response from Auxillis and not surprisingly they tried to defend their trumped up charges! The cost would have been more had I not refused the first rental vehicle agreement in which they where trying to charge £220 per day for a replacement vehicle and last time I looked I don’t drive a Ferrari to work. This company is shameful and the reason we pay so much in insurance premiums each year. You do not have to use this accident management service it is just another route to bleeding every penny possible from drivers hard earned pay packets. I have escalated my findings as I do not feel they are honest with their charges nor do they offer value for money.
Helpful Report
Posted 4 years ago
Our car was written off, as a member of the public hit our stationary car in a supermarket car park, he came in to customers service desk admitted liability and left all his details, we went through our insurer's and Auxillis dropped us off a car. A year later Auxillis are demanding £3300 of us because the 3rd party and his insurers will not respond back to Auxillis. We had the car for 3 weeks. It was not our fault and demanding this money is disgusting
Helpful Report
Posted 4 years ago
Hire car was delivered to me with a tiny scratch on the side. The delivery condition sheet was not clear. After 4 days of driving the hire car the tyre blew up whilst I was driving. They sent someone to fix it and tried to charge me £150 for that when I’d driven it for 4 days. They stated it was my fault because in 4 days I had apparently driven 330 miles... not possible. After awful customer service, someone finally listened and looked into it and they had sent the wrong tracker report. They sent it for someone else’s car!!! They then took 2 months to fix my car because it was Christmas and no one wanted to work. Once I finally got my car back they tried to charge me £500 for a tiny scratch on the hire car which was there from the beginning. They then stopped that and tried to charge me £270 for something if I’d have fixed it myself I could’ve done it for £50. Absolutely awful service. They try to rip off customers. If I hadn’t have known better I would’ve paid. They are awful.
Helpful Report
Posted 4 years ago
They sorted me out with a car very quickly with no hassle and picked it up where I wanted them to on the day I asked them to. They had taken account of my main requirements, automatic and 4 wheel drive, but unfortunately the car was a little low for me as I suffer from arthritis, but, to be fair, they were not aware of this. I was very stressed about the whole situation but I needn’t have worried.
Helpful Report
Posted 4 years ago
Completely unhelpful on the phone. Didn't seem to grasp what my requirements were. Maybe because I had a commercial vehicle. I used another company.
Helpful Report
Posted 4 years ago
We were 100% satisfied with the service from Auxillis. The hire car was delivered as promised, as was the collection upon return. All staff were very professional & obliging. Many thanks.
Helpful Report
Posted 4 years ago
Great friendly service
Helpful Report
Posted 4 years ago
The car was delivered and picked up efficiently at the time I requested it to be. It was in good condition and a similar size to my car. The staff were very polite and nice, and a good sense of humour too. I was very pleased with the whole experience.
Helpful Report
Posted 4 years ago
Disgusting customer service. Passed around from one persom to another, spoken to rudely and requests ignored. I informed I run a business, have back problems from the accident and require heated seats to bring relief while driving and navigation to reacj places. The advisors at Auxillis ignored this and were happy for me to drive using a phone for navigation. They believe a standard aditions Mercedes cla to be in a higher grouping then an A class AMG Sport which has all standard features. The CLA provided does not even have satellite navigation. The advisor (Nick) Milton Keynes Delivery branch informed me that they have no cars in stock with a sat nav or heated seat. Nick also informed me that his manager Helen Barn was too busy to take my call and was in a "meeting". Keep in mind I have informed that the third party insurance company have admitted all liability in the matter, Auxillis still seem to believe that I should be detrimised because I cannot be "upgraded" to a like for like car, even though it is my insurance premiums which is paying for the car. Covering from Northampton to Watford, apparently there is no vehicle avaialble that has sat nav or heated seats in stock over the past 3 days. I have been laughed at, spoken to rudely, lied to, been made to feel like I am not valued or important as long as Auxillis have there money. Poor customer service, when trying to log a complaint I was left on hold by the person I was logging the complaint against for 15 minutes, as she was logging the complaint on file against herself. Was also told I got not be put through to her manager until the complaint was logged. Distgusting experience and will never use Auxillis services again.
Helpful Report
Posted 4 years ago
Auxillis Fleet - Continues - Disappointment - Harrasment - Dishonest - Rude To continue from my previous feedback, I had written feedback on TrustPilot with the hope that Auxillis will work on the feedback. BUT another disappointment. I have had a Non Fault Accident - Other party accepted liability. - Accident date 05/11/2019 - Family involved with 4.5yrs child. (My wife, my child and I) - My car BMW320d Sports - Auto 1) When I spoke to Auxillis I was very specific why I needed similar car to mine with a valid reason and was agreed by Auxillis but at no point they informed me that they would give me downgraded car when I spoke to them (Manager had listen to the call and accepted that it is there error) but didn't do anything to get me replacement car. 2) Car not been delivered to me for 2 days. 3) Auxillis Fleet - being rude on the phone as calls not recorded 4) Fleet people kept promising that driver left long time ago and would call you any time it took 3 hours for driver to turn up to my place (mind it the fleet is 20 min away from me), and then left the car on my driveway, parked wrackessly and blocking my own way to home. dropped the key in the post box without me having to do any inspection of the car. 5) To my surprise, they left 2 door car on my drive way where they were cleary made aware that I have a fmaily (so car is no good), another surprise they left Manual car where my car was an automatic. 6) This is 4th day after the accident where I have still not got the replacement car and then after making me wait again for the full 4th day they ccame up with the small 116d just about end of the day. 7) They left a car without a parking sensors, This time I was not even suprise as getting anything right for Auxillis Fleet was very difficult. 8) Auxillis fleet does not have "Customer Satisfaction" in their process dictionary. 9) Client who have had entire family involved in accident and going through so much stress already, Auxillis didn't do anything but added more stress and mental harrassement. 10) I have spent more than 12 hours on the phone dealing with Auxillis for a small matter like providing me suitable replacement car. First of all it took 4days for them to provide and still not suitable car. By the way they made me sign £161 / day for a hire car and still struggling to give me one suitable car (all these money they will be recovering from other insurance company anyways) 11) I have still not been contacted by any of the Quality Team in order to resolve the Complaint. Hence continue to Provide Feedback as I do not want one more innocent familay who unfortunately been involved in an accident and go through the pain of dealing with Auxillis.
Helpful Report
Posted 4 years ago
Nearly impossible to contact them. When you do get through they don't do anything they say they will. So far all they have done is cause me more stress and loss of earnings though the time I've had to take away from work dealing with this incompetent company. Only using them because of the insurance company, I certainly wouldn't use them through choice
Helpful Report
Posted 4 years ago
Would not recommend, After an accident and my insurance arranging a courtesy car from Auxillis i was promised a like for like car. After being informed a morning drop off i took the day off work (lost out as self employed) to wait in. Eventually they turned up at 16:00 after myself phoning them asking when it will be delivered. On delivery i was informed the car has developed a fault and i would have to wait until tomorrow to arrange another car or i can take the car they were going to use to go back to base in. A rubbish Vauxhall Mokka. After emailing a complaint i had no reply but it didn't end there. I received a letter and a email 2 months later informing me the car i had has had a parking fine at my local hospita through a third party company called Parking Eye. I am registered disabled and have a blue badge and park in disabled spaces so i knew this was an error of parking eye. Auxillis wanted £60 for a laughable admin fee (expensive ink and paper i guess). I refused to pay until i had my appeal heard online. Well they threatened me with legal action so i paid. I emailed them after all this was done but got a letter back saying "based on the evidence we have to date we are unable to uphold your complaint and the administration fee still stands. AVOID THIS COMPANY, Would not recommend,, use alternative companies.
Helpful Report
Posted 4 years ago
On 10/01/ 2019 our car was ran into by… On 10/01/ 2019 our car was ran into by a third party so phoned ins and they put me on to Auxillis as a no fault claim.So far I have experienced very very poor communication from them. Our car was not picked up until 18/01/2019 because the garage they had allocated was full to capacity but they failed to inform me until I phoned them about it. I have since had to get in touch again to get any info on how this was progressing as they are not keeping me informed in any way about it. Terrible service and in my opinion just an extra cost to people who pay for insurance, will certainly avoid them in the future. And the saga continues,I have had to go and retrieve our vehicle from 50 miles away and it is in worse condition than when it went away. Lots of nuts and bolts left in the centre console, body parts removed from the bumper and engine bay and just thrown in the boot. Have had to phone my insurance and tell them to handle the issue and immediately get a response next day by letter from auxillis next day to confirm that my insurance company are dealing with the whole matter now. By far the worst experience I have had ever when dealing with damage to a vehicle. There should be an option for no stars because Auxillis dont get any from me.
Helpful Report
Posted 5 years ago
Great service, my vehicle was fixed promptly and I even got a nice upgraded hire vehicle. I wouldn't hesitate to recommend this company for their 5 star service.
Helpful Report
Posted 3 years ago
I was hit from behind in my car and Sainsbury's insurance put me through to Auxillis. A hire car came very quickly but in the 10 days since my accident I have heard nothing even though my car has been written off. I phoned them only to be told its no longer anything to do with them and to ring my insurance company who Auxillis had not even informed them the car had been written off.
Helpful Report
Posted 3 years ago
Auxillis was previously 'Helphire' and 'Angel Assistance' and they changed their trading name in September 2016 [Ref. 'Fleetnews' 06-09-16]. 'Helphire' was horrendous (see reviews for Helphire in 'google). Be under no illusion, from my experience this company will seek to provide you with an expensive hire vehicle and indicate they will cover virtually all costs and charges. Do this at your own risk and be 100% sure that you will indeed get these costs re-imbursed or paid for by Auxillis. I you have any doubt or feel that you may be getting 'hard-sell' tactics then do some research first via e.g. moneysavingexpert.com. YOU have the option to go straight to your own insurance company and seek to arrange for car hire or even better just provide your other own car instead of signing up with a company such as this. Please be warned that Accident/Claims Management Companies (CMC's) have been strongly criticised by industry regulators and the media and there is discussion (late 2019) that the FCA (Financial Conduct Authority) will seek to regulate these companies (at the moment they are NOT regulated). So do some thorough research on what users REAL experience is of a CMC before simply signing the paperwork. There can (sometimes) be a good reason for using a Claims Management Company (CMC), but as the FamilyMoney website notes : "What criticisms have there been of CMCs? Complaints about Claim Management Companies tend to centre around three main aspects. The first is that they may – knowingly or unwittingly – give their clients misleading and inaccurate advice. For example, they may encourage them to agree to an out-of-court settlement when going to court (with a competent medical report) would have resulted in more compensation. A 2012 Citizens Advice poll found that less than half of CMCs gave their clients a clear assessment of the chances of success in their case. CMCs instruct a solicitor on the claim, and so act solely as intermediaries. It would be much cheaper for complainants to instruct a legal representative directly, and save on CMC fees. Their charges can be as much as one third of any settlement. The second reason why people have been critical of CMCs is because of their fee structuring. In the CAB poll, 2 out of 3 companies didn’t tell their clients how much they charged, and 72% didn’t say when the fees had to be paid. Others asked for fees upfront before the case had been heard. Apart from their poor value for money and misrepresentation of their services, the 2016 Brady report also criticised the aggressive marketing tactics of some CMCs. These included cold calling (in the form of text messages or visits to people’s homes)" [this extract taken from the FamilyMoney website - https://www.familymoney.co.uk/life-experiences/money-magazine/claims-management-companies/]
Helpful Report
Posted 3 years ago
Auxillis is rated 4.4 based on 622 reviews