"Great customer service"

This company is great - it's a good idea, well executed. Their customer service always impresses me. It's good value, I like that many of the cars are EV or hybrid, and the cars are in a convenient location for where I live.

"Fantastic service,"

Fantastic service,

"Improved a lot in the last couple of years"

I used to have a lot of problems with Co-wheels when I first tried it a couple of years ago (bookings would be cancelled at very short notice, with no replacement offered), but my experience in the last few months has mostly been quite positive. Whenever I've had a problem, it has been quick and easy to get through to the customer service team, who have always been help ful.

There are still some rough edges to the Co-wheels service which could be improved. I recently booked an EV for the first time, and when I arrived I found the battery was completely dead because the last user had not activated the charger properly (the instructions in the car were not very clear - I would also probably not have done it right). The customer service rep had access to information about the car's battery status, which made me wonder why that isn't checked automatically after each booking, so that the next user can be notified and the booking changed if necessary. In this case I was lucky that there was a petrol car available a mile or two away - but I had to run across town to pick it up, and of course paid nearly double the mileage rate.

"Great Customer Care service"

I had called through to customer services and the experience was excellent. The agents are very attentive to your issues or needs. They help solve the problem in great time. Thank you Co-Wheels :)

"Fleet team are dangerous risking lives."

Fleet team have no clue about cars and will deem cars safe when they are not, car I book was in spot badly damaged reported which was fine now rather than block car off for some time to repair the fleet team deemed it a loss and car was but back on with damage. What the fleet team don’t realise is new cars after a collision the fuel pump switches off for safety after a collision and on many occasions becomes stuck in between causing poor start and eventually failure. If you’re using car for you fair enough but if you have a family don’t use these cars their insurance will also decline an injury claim if car was already damaged. This isn’t co wheels head office this is their pathetic fleet team who struggle to tell what a car is.

"Faultless experience - Co-wheels"

Co-wheels / car clubs are a game changer for weekend breaks. We had been planning on hiring a car from London to drive to Lake District which wouldn’t taken ~6 hours + substantive fuel cost. Coincidentally we discovered that co-wheels had a Toyota Yaris at Penrith station which we were able to get a direct train to. This was my first experience with co-wheels and it was easier than using a rental car, all I had to do was unlock it with the key card they had sent me in the post a few weeks prior. The car was well fuelled and a perfect nimble (clean) car for getting around the lakes. We phoned up customer service as there was some confusion about how to lock the car (much my fault for not reading the guidance before) and it took us just 2 minutes to get hold of an agent who helpfully explained how it worked and we were on our way. Refuelling was very easy, there was a credit card in the car which we used without issue. All in all I couldn’t recommend co-wheels enough and it certainly saved us money / time compared to renting a car or using taxis (given public transport wasn’t an option). We’ll be checking for car club vehicles next time we take a weekend break somewhere in the UK before looking at renting. Wish I discovered them sooner.

"I got stuck in the countryside for…"

I got stuck in the countryside for hours in an electric CoWheels car (which had lost its signal and wouldn’t unlock) on Sunday evening. It wasn't particularly remote, but had no mobile signal, being between hills/in a valley.

CoWheels really works well in most cities but it is not made clear enough that the swipe card unlocking system is mobile data dependent... Please make sure this is written in every car on the dashboard to remind people and allow them to plan their journeys.

5+ hours waiting for recovery, which had to be organised via CoWheels and so took longer than if I had sorted myself.

Ordinarily find the service easy to use and 24 hour support great, but this was a bad experience and totally avoidable with much clearer instructions.

"CoWheels makes it possible for us (a…"

CoWheels makes it possible for us (a family of 6) to not own a car. There are 3 cars within a 5 minute walk or cycle from our house, so it’s very convenient. It’s easy to book on the app. Whenever there has been a minor issue, we’ve had good support on the phone. I would highly recommend this car club, and I think we need more car clubs to enable more people to use a car in a pay as you go way like this.

"Okay until something goes wrong"

Overall experience has been okay, but it is concerning that when i had to call out Rescue for a fault of the car, i had to wait 7 hours for Rescue, and was stuck for hours in the freezing cold.
While i never had to pay for the extra time [lucky me], i was not compensated in any way, despite missing work and arriving home many hours after schedule.
Co Wheels claim they have no say over Rescue Services, and refused any further compensation or credit to the account. However my contract is with Co Wheels, so i would expect them to make amends if things go wrong.

As a separate issue, there are very rarely cars available during the day in Gateshead. Hence the slogan on the car about it being available when you need it, is false advertising and should be removed until it is proven true.

"A great way of not owning a car"

I have been using Co-Wheels for about 5 years now. Excellent service, convenient and customer help by phone is always prompt and effective. Today Hannah sorted out my problem with an expired credit card immediately and politely. Thank you.