"Without a doubt the worst car rental service I have ever used"

Without a doubt the worst car rental service I have ever used. They will cancel your booking without explanation and when you attempt to rectify the situation they will make promises they cannot keep, and inconvenience you further. They have constantly told me that they will respond to my complaint and have continued to ignore me. Appalling customer service, appalling service full stop. Avoid Co-Wheels at all costs.

"I would like to report that this is the…"

I would like to report that this is the second consecutive time I’ve had an issue with a booking using this service . I had booked a car for an 8 hour trip only to start my booking with a 10% battery charge . The previous booking I had was cancelled at the very last minute due to a customer taking the charging cable with them . This is not the service I am used to by this company and I will no longer be using Co-wheels until these sort of issue are resolved . They need to keep bookings apart enough so that there is plenty of time for a car to be charged again .

"Thank you Co-Wheels ….. Excellent"

I have used car share schemes in many parts of the world and Co-Wheels is the best of them all. Joining & booking were simple and using the car, which was in excellent condition, was the same. Thank you Co-Wheels.

"Great customer service and great service, it was much needed."

Personally, I had a wonderful experience with their services.

The first time I rented a car on a Sunday their customer service was very helpful and took me through all the steps to use an electric car (it was my absolute first time I used one).

Another time I accidentally booked a car and they refunded me the entire price.

The only suggestions I have would be:

1. To make it obvious how many miles one can drive with one of their electric cars before charging them.
2. Another day I noticed that all their cars were not available in a town in a given time range (it was morning from 6 AM to 8 AM, with some unavailable from 6 AM to 7 AM and others from 7 AM to 8 AM, and they were out to wash). Would suggest washing them on different days if possible.

"Good response by chat"

Good response by chat, after phone lines were too busy. I was unable to drive the car & I was offered a refund on the booking

"Absolute mess!"

I originally had a booking for 03/07 from 7:00 to 23:00 with a Renault Zoe electric car in Aberdeen. My original booking was cancelled due to some issue with the car, and was replaced with a Toyota Mirai hydrogen car. When I got the hydrogen car, the fuel was at 28% which was nowhere near enough to go to Edinburgh and back.

I tried to refuel at the hydrogen refuelling station at Kittibrewster where I could not get the card to work at the pump. I tried using the mileage for the pin (which is what it says to do in all the manuals) and then the card was blocked because of wrong pin. I called the 24/7 helpline and was told the pin should have been 5555. How on earth was I supposed to know this? Nowhere was it stated that the hydrogen cars have a different pin. Additionally, the setup at the refuelling station was completely different from that described in the manual both online and in the car. Nowhere was I asked for my member number or to enter the code in the manual “TA09”.

I was given yet another replacement booking by the helpline agent. So we had to drive the car back to its parking spot, and walk 20 minutes to the new car. The first replacement, the hydrogen car, I wasn't charged for (they just replaced the car in the original booking at the same price). Now THIS new booking they did charge me for, both the booking and then the mileage!

The car I ended up with was absolutely filthy: sticky spills in the cup holders, the wheel was sticky, and the overall state of the car was a mess. Also, 4 seats instead of the 5 in the original booking.

We left Aberdeen two hours late and our entire day had to be rescheduled.

I wanted an electric car both for eco-friendly reasons and the free mileage and instead got a petrol car replacement and was charged the full mileage. This is absolutely unacceptable. When I called to request a refund, I was told they CANNOT refund the mileage and I should email a complaint. I already emailed a similar version of the above requesting a refund and no one bothered to get back to me! This is absolutely unacceptable, I should not be paying for something I didn't book or request. The helpline agent should have informed I'd be charged before making the replacement.

"I have used co-wheels since it started in Glasgow"

I have used co-wheels for years since it started in Glasgow and it has been very good in every way. The staff have always been helpful when cars weren’t where they should be and the waiting time was never too long.
3 weeks ago I hired an electric van which had lots of issues (including a faulty gauge). I had a disastrous 24hrs and the one hour journey took 10. I had to stay the night somewhere because I needed to charge it and it was too late to drive back and then ended up “breaking” down on the motorway and waiting for 3hrs to be towed. I was in almost hourly contact with the two members of staff who were sympathetic but couldn’t do much more. I have emailed 3 times to request a refund on the car parking I had to pay to get it charged (which they said they would do) but have not received any email, let alone a refund. It was a very stressful time (as I was helping my son move flat) and I am just amazed they haven’t replied at all. I have been quite calm about it assuming they would of course reply and yesterday emailed saying I was thinking about leaving as their customer care is quite lacking. I have just received an email saying they have closed my account (due to my request!). Maybe there are robots reading the emails these days and not picking up on the “ I am thinking” bit of my message.

"We used this organsation to hire a van…"

We used this organsation to hire a van over the short term. Everything went as smoothly as it possibly could and was great value. The administrative departments level of customer service is exceptional. A definite go to when we next need a van or car. An easy 5 stars.

"Fab customer service"

Great customer service with Joe today, thank you for making my experience great.

"Too many flaws"

I booked an electric vehicle for a week. The car was dirty, full of crumbs, had stained seats and profanities written in the log book. However the problem was there was only 5 miles available on the range, which is obviously useless. This was shown when I checked the app beforehand so they would have known and could have done something in response.

Co-wheels directed me to a rapid charge point which was already occupied, so had to keep driving around taking small charges to finally get to an available rapid charger. This took many hours of our booking so clearly the scheme would be useless if you only wanted it for a few hours.

They agreed to adjust my rate to accommodate the inconvenience but I have since been charged the full price, so am currently in the process of contacting them about this. I have now removed my card details from my account.

A good idea in theory but not great in practice.