Vehicle Replacement Group Reviews 310

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.

Kerry was very understanding and helpful.

Worst company to get hold of. 4 calls all 40 mins plus

After a crash that is deemed non fault , you should be back on the road quickly and promptly, VRG have processes which pass you from pillar to post and delay the process. Wass told to be getting a vehicle on A Sat to be let down on the morning and left without a vehicle , having to change arrangements to suit them , to find out they have subbed out again. Just poor service will no being using them again if i can avoid it, Customer service is poor, service and transparancy is poor.

Go direct to the hire companies and take VRG out out of it, They have no understanding .

Thanks for ruining my weekend and week having to change everything because of your poor service

Hi Kerry was really helpful engaging and knowledgeable, coupled with the great service from NFU insurance, they made what felt like a stressful process , quick and easy.
Thank you definitely going to sing your praises to all that listen.

Even if you have been paid out by your insurance company and the case is closed these people continue to harass you. Hastings direct already told don't call me and still here we are. I'm sick in bed and called everyday. There is NO telephone number to call to speak to anyone only a link to book a repair I don't want. These people are a nightmare

Kerry was understanding and empathetic and she resolved my issue within minutes. Superb customer service