“First time I’ve used VIP car hire. They have been fantastic, We had flight delays I contacted them and not only did they reschedule my pick up time, they put in place a back up car just in case I had further issues. They kept me fully informed by phone & email. Awesome customer service & experience. VIP car will be my go to hire car company in the future. Big personal thank you to Dave and the team”
“Very easy to use website. The customer support was very good when I needed it. The agent I used was very helpful and sorted out my problew quickly and easily.”
“Payment details not clear. Arrived at our destination, Credit card needed full name on the card and they refused to see through the booking so we had to pay more than double quoted.”
“Do Not Hire From VIP Cars – No Aftercare / Consumer Support
Rented a car through VIP Cars – and wanted something specific. Luxury SUV, Automatic. So hired a BMW X5 through VIP Cars from a company that stated it was “On Airport”.
When we arrived at our destination, we were sent a video to follow directions to the car rental office, which was 15 minutes’ walk off site, and down roads with no pavement. With suitcases and a baby in pram, you can imagine not great, and clearly VIP Cars does not validation of the data they hold on their car rental vendors.
When we arrived, the office was a worn down cabin at the side of the road, and the car was a 2010 BMW X5 (13 years old) that was in such bad condition with dents, scratches, and illegally worn out tires. We told the company this was not acceptable and we would not take our baby in a car that was clearly unsafe, and we needed something more modern and in reasonable condition considering we had paid a premium. The only car they had to offer was a 2022 MG Manual. This is not in the same class (BMW Vs MG) and was manual so would not work for us. We were told that to cancel we would have to contact VIP Cars as they do not control the deposit and it was nothing to do with them.
We contacted VIP Cars, who said they would speak to the car rental company. After they spoke with them, VIP Cars claimed that the rental company had offered a another option, and that if we had not taken it, that was our issue and that they would not return the refund.
I challenged this for the next few days back and forth, and they continued to claim they were working on it with the rental company and then would come back with another excuse. They even tried to claim the original car was 2015, when I had taken photo and video evidence, and then they corrected their story again. They also claimed they had an “Agent” look in to the situation and evaluate the car and that it was in good condition.. again I had the photos and video evidence to refute this. Each excuse they made, we had evidence to challenge it and support their false claims.
After days of back and forward and no help, they offered to return only the insurance.
There is no help for the consumer from this company, and all they care about is keeping their deposit and making excuses even when confronted with all the evidence. My recommendation is to stay well clear of this company, as any issues that arise they will not support you.
In the end, I went to my Credit Card company and they returned the money based on all the evidence I provided.
Don’t use this company if you want any form of customer service.”
