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Auxillis Reviews

4.4 Rating 632 Reviews

85 %

of reviewers recommend Auxillis

Company Reviews

4.4

Based on 632 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

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Auxillis 1 star review on 13th February 2023

Auxillis 1 star review on 13th February 2023

Anonymous

Anonymous // 01/01/2019

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

“Our car was hit by another car and our repairing dealer suggested we go through Auxilas who they have a deal with, all that happened was the third party changed his story and we kept getting pestered by Auxilas. We then terminated the contact and contacted our insurer who again suggested we go through Auxilas we declined and they insisted but it came to the same conclusion. There is CCTV evidence of the incident but the police refuse to get involved and therefore the CCTV cannot be released. Auxilas are hounding us to sign a credit agreement which would make us reliable for the entire repair. I have already said to my insurer I will pay the excess to expedite the repair but we are continually hounded by Auxilas. This is all against a back drop of my premium doubling in one year despite the fact I have never claimed in 20 + years.”

Posted 2 months ago

“Scam company. Multiple call handlers on multiple occasions reassured me I didn’t have to pay for a replacement tyre/ call out charges. Apparently, I should have read the terms and conditions more carefully, but your own customer service team don’t need to? It’s okay to give customers the wrong information? No apology for misleading customers either. Auxillis - you have been referred to the British vehicle rental and leasing association. Please train your staff…or perhaps refrain from misleading your customers. ✌🏻”

Posted 2 months ago

“Finally accepted £500 gesture of goodwill after a simple repair that should have taken 6 months max, taking nearly 2 years. 2 body shops, 6 attempts to repair, 4 hire cars, 4 independent engineers, 1 awful Auxillis CEO, 1 dreadful Auxillis Customer Satisfaction Executive, a lot more incompetent Auxillis staff... This all feels like a scam from my experience as you get no help from the financial ombudsman as they aren't an insurance company and the finance they offer for the loan vehicle/vehicle repair based on getting a acceptable level of service (which they do not actually provide) isn't reason for the ombudsman to step in. I spoke to an ombudsman about this and they said themselves it doesn't seem fair, however the law means it's not in their scope. I'm dealing with too much mental health stuff (brought on by this) to be able to devote time to fight this via legal proceedings. I lost a lot of money on my vehicle based on not being able to sell it as planned around the accident date and then a further year and a bit added in top from Auxillis incompetence, I took a bath on my car value :/ Honestly avoid this company!”

Posted 2 months ago

“So many issues with their admin. Communication between the delivery drivers and the branch seems non-existent as a vehicle was scheduled but not allocated.”

Posted 3 months ago

“Just remember like most "Accident Managment Companies" they are also "Credit Hire" companies, their Hire cars are upto 5 times more expensive per week than Enterprise Car Hire? This means the Party at Fault pay Your excessive car Hire Charges, this Is the Reason why Car Insurence Premiums Keep Going up. My Enterprise Hire Car cost £3,000. The Lady at Fault who used Auxillis found her Hire Charge was £20,000. Because they lost their case as she was Solely Resposable for coursing the Accident, Auxillis took their client to court to recover their £20,000 Hire Bill. Yes when you sighn their Managment agreement T&C"s You Agree to Stand Libal for Costs if you fail to Win your Case.”

Posted 3 months ago

“Absolute joke of a company. They were supposed to be taking care of car repairs after a non fault accident which was later deemed a total loss. They were really good at getting me the courtesy car, I got that next day! But that's when misery struck. For the first 2/3 weeks no one knew where my vehicle was, as it was recovered from a service station. When they finally located it, they said it was in a yard that was permanently closed and they didn't know what to do. When they finally solved that after another week, they tried to set recovery to take it to a garage from my house, which at this point should have been clear that the car was definitely NOT at my house. Then the next day I have the recovery team calling me asking if my road is big enough to get the recovery vehicle down with ease... Once the vehicle was deemed a total loss and Auxillis had to chase the payment is when they really showed their true colours. They did everything they possibly could to delay. When the total loss report was made, apparently it wasn't escalated properly so it didn't get to the accessors for another week or two, asnd that's only because I called them. I was made to fill out the same forms 3 times. I had customer reps lie to me and say that Auxillis were not handling the total loss payment and they had passed it to Admiral. When contacting Admiral I was told that this was indeed not true. When I asked Admiral to cancel my policy as the car was no longer in use, they said that Auxillis should have done that as soon as the car was deemed a total loss, safe to say they did not In the 4 months that I have been waiting and dealing with this, they reached out to me for an update once. I had called numerous times to check progress, they said that my account was flagged to chase payment once every 2 weeks...2 weeks! I asked if this could be changed and they said yes, they'll chase every week. Then when i'd call back they'd still say that it was once every 2 weeks. This repeated around 4/5 times. I had multiple emails completely ignored. What became very clear is when they are charging their ridiculous daily rates of around £70 a day, why would they want to rush to help anyone? They were making roughly £2000 a month off of me. When I was asked to give them feedback, I was brutally honest. Then, here's the kicker. A week after I give the feedback, I get a call saying that they are no longer handling my claim...BECAUSE OF DELAYS. Delays that they had been putting on themselves! I spoke to admiral to confirm that this is true this time. SO, I spend 4 months dealing with pure incompetence and Auxillis pocket around £8000 from me for doing absolutely nothing. Complete con artists. I go through so much stress and they walk away for roughly my cars value for putting me through it. Insane. I feel like if you just need a lease car, they might actually be ok. But 100% avoid at all costs when it comes to repairs etc”

Posted 4 months ago

“Woeful customer service, unsafe vehicles provided, claims management non existent, seem to have a mission to rent vehicles at extortionate prices for as long as possible. Conflict of interest with what they should be doing”

Posted 4 months ago

“Appalling, all hey are really interested in is hits the other side with a massive loan car cost. I had a no fault claim Spring last year, fixed ok, but in that time they charged over £300 A DAY to the other side, total loan car bill £11,000 the other side are refusing to pay, understandable so now they are suing them and this keeps coming back to me to do this that and the other, easy use of them no, and people wonder why premiums have shot up”

Posted 5 months ago

“We waited 4 days to get a replacement car after another vehicle hit our one, the replacement car was so small we couldn't get the child seats so had to try to get others to take the children to school and back, as they downgraded the car to a Fiat 500, very difficult to contact them, ANGERY”

Posted 5 months ago

“Unfortunately, tyre popped on hire vehicle. It would be a simple fix, however, the incompetent people at Auxillis provided me with a vehicle without the wheel lock key. I spent 2 hours on the phone arranging recovery truck. RAC technician was forced to manoeuvre around the car park to drive the hire car on his flatbed truck. The tyre was completely shredded and Auxillis blamed me for excessive damage to the tyre. They refused to provide replacement vehicle and said I abused their hire car... It's been 6 days without the car now”

Posted 6 months ago

“Auxillis are a hire and accident management company. They are the worst company I've ever had the misfortune of coming into contact with. Following a non fault accident, where the third party accepted blame and liability, I was sent a hire van and experienced nothing but problems. I contacted their company frequently for updates and when after two months, I questioned the lack of progress,they said the file was down as information only and cancelled my hire. I had to file a complaint for them to extend the hire. On several occasions throughout my claim they withdrew my hire with little to no warning. I would then spend hours on the phone with several departments to have the hire extended, as my claim still had not been paid/settled. I was told I have 7 days of hire from receiving settlement. After months of this, the company wrongfully withdrew my hire without my knowledge and in spite of a conversation and agreement made with a manager at head office. This resulted in police coming to my property at 1am with a recovery truck and seizing the vehicle with thousands of pounds of power tools inside. No correspondence was sent to indicate the vehicle hire had been withdrawn or that it was reported stolen. Auxillis would not tell me where my tools were for 4-6 weeks. When they did, I had to pay for another van to drive the 100 mile round trip to a third party repair company to collect my tools. Upon arriving at the repair company the van was taken to, and being escorted to the van, I found someone had been in it and had removed my tools. I reported this to Auxillis who assured me they would address the issue. Instead they have intentionally delayed the complaint, exhausting procedures in attempt to alleviate themselves of any liability. I am self employed and have had my ability to work removed. In their final response they effectively blame me for the whole scenario and say there is nothing they can do and to take it up with an "Alternative Dispute Resolution (ADR) body" They took the vehicle in June 23, it is now September and I have just received this Final response. I now need to get them to court with no funds. Which they were aware of as I made it clear I have not been able to work since, am behind with all of my bills and am struggling to financially support my family of four. Where possible, deal with the third party directly. It's in their interest to resolve claims quickly”

Posted 7 months ago

“Nightmare from start to finish. Told me had a car for us in few hours,we contacted them for them to say the person who told us MADE A MISTAKE. Had to borrow a car as was going away. The hire car was meant to turn up the day after we returned but was there 2 days before and left parked across 2 parking bays!!! And in permit parking only. Luckily we has a neighbour who told us and kindly put a permit on it to park till we returned. Was a stressfull before our holiday as well as on the last day trying sort out so we would not get a parking fine”

Posted 8 months ago

“Awfull service, told me my car would be with within a few hours. Waited nothing contacted them only to be told it was a mistake, have to wait 2 more days. Car was delivered whilst I was not home keys left and the car was parked through two parking bays which were not mine to use, luckily my neighbours were ok with this”

Posted 8 months ago

“They charged me £60 admin fee ... Because I did 80 mph in 70 mph due a child needing toilet . They don't tell you that ticket was issued and charged me £60 without asking because they have your credit card details . No admin is £60 . So I find them robbers do not use !”

Posted 9 months ago

“Car was arranged a week ago for Wednesday (tomorrow). It was due to be delivered to me. I heard nothing so on Tuesday afternoon (just now) I phoned them. I was told that there was now no availability and I could not have car until Thursday. No notice was given and no contact made to me by them. I asked to speak to a manager but "no one was available". Someone "should contact me within 72 hours". I am due to fly out of the country and now have no way to get a car in time to take me and colleagues to the airport. (will have to pay for expensive taxis) Appalling company with no thought or concern for customers and does not honour bookings”

Posted 10 months ago

“It's first accident over 12years of driving a car when someone come into my lane and hit my car. At the bigging they were nice got a replacement car. After almost 1 month, my car still not completed and I was asked to collect my car from the garage. Apparently there is part missing but you have to bring the car back then. You call their customer service they tell you this shouldn't happen and we will extend the hired car, another department calls you and tells you we need the car. They don't know what is in their system or they don't bother to read before they call you. They extended and cancelled the hired car 3 times in one day. They have no value in their customers and their time. They say you get a call back and they never call you back. Some of their customer service personnel are actually good but what is the point when the rest 90% are actually no help whatsoever. Some of their customer service personnel don't even know their job description by telling you they can't help you if you have a problem with the garage when they are one who told you to take your car to that specific garage. MY whole experience was a NIGHTMARE”

Posted 11 months ago

“Got a car from Auxillis whilst mine was being fixed after someone reversed into me. I don’t mind too much getting a car that’s not like for like but the car didn’t even have sat nav and it ABSOLUTELY STINKS of cigarettes, which is disgusting. I have sanitised it twice and it’s no better. There’s also a constant warning on the dash that says it’s poor tyre pressure, but they’re all good. I called them and I would have had a better response from a wall. Terrible company, and I have complained to my insurance company, because I object strongly to paying a premium to receive such terrible service. What a disgrace.”

Posted 11 months ago

“3 days of endless phone calls to try and get my hire van and still has not arrived endless amount of lies no call backs local branch don't answer there phone still waiting for a call back from yesterday when they said will be with in the hour been promised a van for the last 3 days and still nothing and sitting here losing money as unable to work would definitely not recommend”

Posted 11 months ago

“Had accident, got lexus hybrid car. Asked change this car because of breaks car slip when trying to stop and this car is very uncomfortable for me after accident my back pain even worse. Not talking about mentally health.. i email them that 80% i will drive in someones car. They nor change my car. And what happened? I slip into other cars back. Reported straight away about accident. 3th day after accident with them car. I called them to get a new car. What happened they not even did a report who I spended 40min on a phone with a lady!! They couldn’t found that report and lady nor gave me a ref number… i did 10000 calls that day. What they did. They transferred me from one to other. And they not offered anything. Because all phone calls was recorded i will get solicitor and we will start a case, im mentally tired to tried to get a car. My health is terrible im crying everyday. Because they dont care about this.. this company is nightmare. If you will get lexus hybrid with numbers wn69avw ask change this car straight away. How they was acting with me and how they not did anything about my situation im not leaving like this. Its was very unfair and very unprofessional”

Auxillis 1 star review on 13th February 2023

Auxillis 1 star review on 13th February 2023

Posted 1 year ago

“Ashford branch is very poor took me 29 times to get through and when I got through very rude on phone will never use auxillis again would rather use public services”

Posted 1 year ago

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Auxillis is rated 4.4 based on 632 reviews