Vehicle Replacement Group Reviews 

Seamless service. Issues developed were my own fault, and was well treated. I spoke with Lynn N, and she provided clarity and options. I do recommend, from my experience.

Disgusting money grabbers;
Recently my car was written off whilst parked by another driver no fault of my own A replacement hire car was arranged for me through insurance and on drop off I was told I had it to December 1st and if I needed longer I only had to call.a week later vrg wanted to collect the car...I explained what had happened and they refused to help stating they were picking it up at 1800. 1800 came and went and they didn't collect. In the interim our fabulous insurance company NFU arranged for a replacement car. The following evening at 1700 on my way to a cancer appointment they called to collect but I assumed it was the for the new car and clearly in the way to a cancer appointment you are not thinking straight and told the guy I had only had the car for 24 hrs, and he hung up. On the drive over I realised my mistake (5 mins after they had hung up) and called three times to apologise and rearrange. I got cut off three times and the agents were next to useless. At 0830 the following morning vrg phoned to tell me I owed an extra day and that they would charge me despite me having explained what had happened.... I would never contract with an inexcusable incompetent and inhuman organisation again

I spoke with Kerry today. Who really made my day. She was so helpful and really went above and beyond to make my life easier.
Thankyou again.

Waited for 36 mins when a lovey lady picked up the phone got everything done in a matter of mins well done kerry

AVOID…… My dog has more brains than these clowns 🤡

Avoid them as they will take admin fee of £60 if you get a ticket or a parking fine which is really ridiculous.

I had a fine of £60 for parking I forgot to pay at Manchester Airport and I had to pay them £120 after they added their admin fee.

Brooke simply the best,what a lovely, helpful understanding young lady.She found me a car within 1hr of talking to me and phoned me to let me know.She was very patient with me as I'm not very good with online forms.The best customer service I have ever had. Thankyou

I was pleased with their service but specially with Lynn from Administration who helped me when i had an issue.Honestly, i was stuck with a Dartford penalty but Lynn knew exactly how to help me and she followed with my claim until it was resolved.I was happy dealing with them and i have only positive feedback to give.

waited 40, 30, 25 minutes and person so unbothered, not interested went back to my insurer and siad i dont want to use them getting courtsey car from the fixing garage.

We agreed collection of vehicle 28/05/2025. VRG not instructed by Hastings direct to collect so re arranged by Hastings with me and VRG Ltd.
They did not collect as agreed today 29/05/2025.
They are very heavy handed if I fail to leave moped and key I get charged £120.00. Avoid.

still awaiting 2 1/2 weeks for them to deliver a van / no contact / no reply to emails. these are appointed by our insurance company. we are a company and are unable to trade without a van
total waste of space

I cannot fault the services they provided - all went smooth and without any issues. What I have a problem with is their greediness. I went to a Luton air port in their hire car to drop off my friends. They changed the way you pay for dropping off people there - there is no more barriers where you stop to make payment. You have to pay online once you are back at home. It is easy to forget about it and surely I did. Realised 2 days later but it was already too late. The ticket that was issues was for £25. But they made me to pay £85 - £50 admin fee plus £10 VAT. What a greedy behaviour! Clicking 3 to 5 times on a website to pay £25 - takes less than 5 minutes and they charge £60 for that. Terrible - just terrible.

Very happy with Saskia outstanding customer service and a genuine asset to VRG thankyou Saskia

The information and help was 1st class. Everything was sorted out within 15 minutes of my call.

Absolutely brilliant highly recommend

Today I was speaking to Saskia

She was very polite and informative on the phone with me ensuring that any concerns I had were addressed clearly and concisely.

Scammers
So sad they are allowed to exist and extort people.

Very poor customer service, trying to off hire a car, spent over 2 hours on hold and still didn’t get through so someone. Had to report the off hire to Hastings Direct for them to ring me back and tell me that their systems wouldn’t allow me to be on hold for that long and that they haven’t been busy so not sure why I was on hold.

When they did phone me they told me to leave the keys in a hidden location for collection, I notified them that this was their risk to take should anything happen as they had asked me to hide the keys, they replied “no, the risk is all yours and the car is your responsibility until collected”. I then received a text message telling me to hide the keys and a failed collection would be £120.

Wouldn’t recommend this company whatsoever!

Your representative Saskia was excellent today. Helped me rearrange my drop off and collection now my vehicles been repaired

I spoke to Saskia and she was so lovely and friendly on the phone. She was able to call a different company and arrange for a day extension on my vehicle.