Vehicle Replacement Group Reviews 

Hollie dealt with my claim, we had contact every step of the way, if I had any questions or queries, she answered quickly which was great at such a worrying time. Everything was dealt with in the timescale they set which managed my expectations of how quickly things would be moving. The whole process I felt was handled very professionally, even when I was asking things that probably had nothing to do with Hollie's team!! Thank you

Great customer service from Sobi. Thank you for going out of your way to sort our problem out. Excellent manners very polite,
Thank you!!!

I required this hire car due to an accident that occurred early afternoon. Once the hire car was booked, VRG were quick to inform me that a car was available and able to accommodate my needs for a vehicle last minute.

When the driver, Ali arrived, he was very helpful explaining how the ignition and and the how to work the automatic gearbox as this was unfamiliar to me. I would like to highlight this as going above and beyond as this delivery occurred end of day and likely ran into his own time.

I had good experiences with Ali he was professional and checked the car took pictures and also given me a copy of collection of the hire car

All good dropped off prompt and collection by Ali very nice and helping
Nice clean vehicle

The process was excellent and Ali communicated his arrival time expertly. Won’t hesitate to use them again.

As a no fault driver, I was provided with a courtesy car by VRG through the other driver's insurance. While using the car, I was apparently issued a parking fine for parking on 4th November 2022. The fine itself says to inform them if you're not the driver, so they can forward the fine correctly. Not only did they not do this, they didn't tell me until 17th Jan when both the discount period and the appeal window were closed. They then demanded £100 for the fine and a further £30 for 'administration'. The worst is I PAID FOR THE PARKING AND I CAN PROVE IT. Customer service behaved like sh!t amateur detectives, saying the GPS tag on my bank app screenshot is 3 minutes away from the car park (she even drew a little line in red) which anyone with a shred of common sense would know is irrelevant. They continue to demand payment for THEIR mistake and have now set a collections company on me. They should be shut down!!!

appalling service as a no fault driver claiming on another’s policy. Rude, poor communication, no compassion or care. An instant response demanded and they don’t bother to sign emails. Took 2 months to get a figure then they under valued my car and wouldn’t reply regarding compensation for hire vehicle and transport costs whilst i waited for them to decide on a settlement. Avoid if you give a crap about people.

Husband had no fault accident and was given a courtesy car from VRG. Upon receiving the car it was obvious it had not been valeted. It stank of both cigarettes and alcohol. He made contact with VRG and was told there was no alternative vehicle and that customers are not allowed to smoke in the car. They were otherwise disinterested. One month on and the car still stinks of cigarettes so it was clearly not a one off event from one previous hire.

Fast forward to the end of hire and my husband was given short notice to return the car. He was already at work some miles away and made a special trip back for pick up. VRG having refused to collect the vehicle from his place of work.

VRG then did not turn up at our property and did not advise us that they would not be coming. They did not advise my husband until 9.51 am the following day that they were at the property and wanted the keys. How were we to know that a representive would be visiting at that time without prior advice. They now want to charge us £122 for an abortive return.

Their customer service is utterly dismal and it seems that they are scamming customers for abortive charges.

Avoid at all costs. They are disgraceful.

I recently had a car from them and the service was great, who ever I spoke to they were just so helpful and friendly.
Especially Michael it was really great.

Ali was very helpful and kept me up to date with the delivery of the vehicle at every step of the way. Great service and great quality car

Great customer service, had fantastic help from Saima. Clear explanation and very patient

Kept me informed of arrival time even called the day before to tell me in advance. Handover was hassle free

Sobi Aslam delt with my case and she was amazing from start to finish, well done VRG she's an asset to your business .
Mark

The young lady Saima, was so pleasant and so helpful.
Thank you,

Ali was friendly and helpful. Communication with him was good. He was on time and explained all the process.

Ali from VRG was great from start to finish. Got a call and explained process and timing. Came on time as was very professional.

On time picked up inspected very professionally happy from servise

Probably the worst company I have ever dealt with. Appointed to supply me a replacement vehicle while mine was repaired. A claims management company arranged repair. VRG were supposed to supply me a replacement vehicle. They failed to contact me forcing me to call them. They then claimed that they had already spoken to me which was untrue. On the day the repair was booked I'd heard nothing else. Had to call the garage to cancel the repair. When I got back in touch with VRG they denied any knowledge of me, the claim, and denied that anyone from VRG had ever spoken to me. I later get a call from them as they had apparently remembered me saying that the garage didn't have the parts but would have them the next day. This was a lie as I'd already spoken to the garage. Id taken a day off work to sort things out. Now having to move the claim back to my insurance company as VRG have effectively denied the claim on behalf of the third party insurer. Utterly incompetent, utterly useless, utterly untrustworthy. The worst.