"Totally ruined our weekend away"

Totally ruined our weekend away. Promised our money back on the phone, then stopped answering the phone. We have since heard they double book and most people don’t take it any further trying to get the money back, not us.

"Terrible service"

Have never heard of a service like this company, Hired a mini bus for a weekend away and arranged to be picked up at 8:30am , did not hear from them until 9:15 in which they told us they where picking the mini bus up now to drop off to us who sh was a 2 hr drive away and now have refused to give us a refund for a service which they did not provide

"Do not use this company"

Do not use this company! They will take your money and not provide a vehicle! We booked a 17 seater which was meant to be delivered to us at 9am in the morning. We rang several times from 9 till 10 and nobody was picking up the phone. When they finally come back to us they said we’ll be with you in between 2 or 3 hours which wasn’t acceptable as this was 4 hours past when we requested and we needed to the at our location for activities. We made other arrangements and had to take 4 cars in stead. When we requested a refund for the service not provided they refused and have left us £400 out of pocket! STAY AWAY AT ALL COSTS!

"Unscrupulous company"

This company were quick to book and take the money then failed to deliver at the agreed time that we indicated at time of the booking!! We wanted it for a group spending the weekend in Bristol so we were tied to a tight itinerary. It should have been delivered at 08:30 hours and after chasing them up at 09:10 hours was told the driver was picking up the minibus from Wembley at 09:45 hours. This was 2 hours drive from Basildon!!
Their office asked me if we would like to cancel and get a refund and we agreed but there’s a manager there called David who has ignored my texts/emails/voicemails.... Four of us had to drive down there which put a dampener on the weekend.....my advice steer well clear of this company!!!!!!
We want our £395 back!!!

"AVOID"

Simple review - friend booked a 17 seater minibus and it never turned up at the time asked. Was told it would be 3 hours away when we had bookings made we had to get to. Had to find a way without the van at our own expense so van was never delivered. Asked for a refund - and this obviously wasn’t going to happen. AVOID!

"DO NOT USE!!!! ILLEGAL UNROADWORTHY VEHICLES!!!"

I write this review with absolute disgust and to warn others to never use this very unprofessional company run by a bunch of thieveing little crooks. I am so infuriated that their incompetence to deliver on their service was nothing short of a shambles which led us to cancel our yearly family trip. They attemtped to deliver us a vehicle which was worthy of the scrap yard! Luckily one of our passensgers was a qualified mechanic and could not believe the amount of issues the vehicle had. Needless to say we refused the vehicle and requested a full refund which surprise surprise we are yet to receive because evertime we call up the man on the phone Emran is soo rude and begins swearing. I will be taking these thugs to court. DO NOT USE!!!!

"Really pleased with all the services"

Really pleased with all the services. Recommend too anyone.

I rented two minibuses one 17 seater and 15 seater at first to go Germany from the 9th January 2020 to 12th January 2020. We had to leave really early in the morning so they managed to give me the minibuses one day before and give back one day after with no extra charges plus I called one day before asking if I could change the 15 seater to a 17 seater they said instantly that it was possible and they didn't even charge me😁.

Minibuses with good quality no problems during the trip.

They even advised me of safety measures and procedures to travel to Europe.

Excellent customer service.

Thanks Emran👍

"Bunch of crooks avoid like the plague"

Bunch of crooks avoid like the plague. Last year we booked a 9 seat Vito Automatic the day before we were due to go we get told the van we were supposed to have was not back and it was in Germany. They substituted it with a 13 seat manual Ford I asked for auto because I am disabled and manual is hard for me now. Then when we get to Portsmouth to the IOW ferry we are told van is too tall and we'd have to wait 3 hours extra for the next ferry that could accommodate us and also cost us extra despite Van useless telling me the Van was the same proportions. Also before to take the Van make sure you take pictures inside and out luckily I did as they tried to blame me for one of the many dents the Van had but they could not argue when I had the dated pictures on my camera. Also when I ordered asked for delivary to then be told the day before they could not even do that por collect it useles buch of sheisters I'd never go there again

"Very good service I am a regular renter…"

Very good service I am a regular renter of theirs and would not
go anywhere else. We have tried many other retal companies
but this is the best one.

Mark : St katherines tkd

"WARNING! Do NOT Risk Your Special Occasion!"

Do NOT be lured in by their constant sales! Booked a 17-Seater minibus via an Early Bird Special for 2 weeks in October to take a group of American friends on a tour of the UK. Some say “you get what you pay for,” but with this company, you don’t even get that! Van was delivered as promised, but had a faulty side door step and a warning that AdBlue would be required in 387 miles. Our driver questioned this and was told not to worry, we had plenty of miles to drive before we needed to ad it. We drove no more than 125 miles and broke down on the side of a busy road on the FIRST day of use, when driving from London Heathrow to our first accommodation in the Midlands. Recovery Service was through a subcontractor and took nearly 3 hours for someone to arrive after dark! Imagine 10 women (aged mid-50’s to early 70’s) stuck on the side of the road with no facilities! Van Hire Genie had no means to communicate with them after hours. Once I could reach someone the next morning, I was told they had to get their vehicle back from the recovery service to see why it broke down BEFORE they could do anything. They expected it around noon. Later I was told, they still did not have the vehicle and would get back to me the next day. This next day was also when our group needed to check out of our 1st accommodation and get to our next one in Wales. Van Hire Genie never called, would not answer my calls and would not respond to any of my emails. While they have many more vans in over 100 locations in the greater London area, they basically REFUSED to provide a replacement vehicle. I paid for a vehicle for 14 days and had use of it for 26 hours! We were forced to spend even more money to rent another vehicle from a reliable company to be able to leave the accommodation we were no longer authorized to stay at and continue our “trip of a lifetime.” Obviously, I requested a refund, but weeks have past with no resolution and most of the time they refuse my calls or don’t respond to email. In the rare occasion I get a response, it is again an empty promise to contact me the next day, but nothing happens. This company can be relied upon to provide you a poorly maintained vehicle and poor to no customer service once you get. As you can see by many other reviews that were written throughout 2019 (after I made my booking and paid money), there are many similar experiences. DO NOT HIRE FROM VAN HIRE GENIE! I’m not sure how they are still in business, but once this story airs on a popular show to expose companies who Rip Off their customers, they probably won’t be any more.
UPDATE: It is now March 2020, and I have not received a refund. Their complaint process is worthless as they give you an initial response that they will look into it and get back to you, but like the rest of their customer service, they NEVER follow through. I have reported them to Trading Standards, and my local Citizens Advisory office agrees that their Terms & Conditions are in violation of the Consumer Rights Act of 2015!