Vehicle Replacement Group Reviews 

VRG were instructed to provide me with a hire car following an RTC. They arranged for literally a death trap to be delivered to me with damaged, lethal tyres, electrical items dangling down on their cables under the vehicle amongst other issues.

I reported this immediately but I am now just being ignored by them, I’m into my 9th day without a vehicle and nobody at VRG is interested or willing to rectify the issues

The whole experience of going through VRG in dealing with my damaged car was 1st class. My insurance company were insisting I used their recommended garage for the repairs etc. VRG were more customer focused and listened to what my request. Nothing was too much, I would used VRG again with no reservations.

I tried to call regarding cancelling a hire vehicle. I was told to expect a call back within half an hour 2 hours later nothing so phoned again and was told I needed to speak to the off hire department so put on hold for 20 minutes then gave up phoned and and finally got through to kerry thank god for kerry everything sorted in 5 mins. Thank you kerry

Absolute disgrace of a company. They scammed me into signing paperwork I didn’t understand and weren’t helpful when I asked for assistance. They threatened me multiple times via post, even though I had already spoken to a member of staff regarding my case.I was forced to pay for damage I didn’t cause and when I disputed it, they didn’t want to know and just continued to deny they were at fault. DO NOT USE THIS COMPANY!

Kerry from VRG was very helpful and extremely pleasant and professional in the way she dealt with my call. The whole process getting the car and returning it was smooth and hassle free.

I am currently dealing with vrg, and agree with the previous customers that they are dreadful and shockingly bad.
The motor repair network supposed to be sending authorisation for my car (none fault claim) and still haven't done so after a month. Manager of VRG not actioning the complaints and lack of transparency and dishonesty about the case all around. Am a professional person and wasting days and hours making phonecalls that never resolve the situation. AVOID VRG AT ALL COSTS. I am beginning to feel this company is fraudulent as it is certainly not ethical.

I have been helped by saima
She couldn’t do more
5 star experience
Well done 👍🏻

Lucy, was super helpful sorting out the extention of a hire so I can get to work. She was reassuring to speak to and followed up by text to confirm.

AVOID AT ALL COSTS!!!
Since the 27th January 2023 I have been waiting for a hire car. I have not had a hire car provided, I have not had confirmation of whether my car is a write off or not, I have had no payout, I was promised payments to civer the cost of a hire vehicle as they couldnt provide one, I passed on my bank details and never receiveda payment.

My car has been parked on the road side broken since the 27th January. I am paying tax, insurance and a loan for it and I am now struggling financially due to this as I have no vehicle so am having to pay friends and family for lifts. I am due my first child in a matter of weeks and I currently can't even drive to the hospital due to the situation this company has left me in.

I have rang every week and emailed frequently and Sobi (my alleged complaint handler) cannot even be bothered to reply to me!

I was supposed to have a manager call me back, but why not wait a little longer for my tax to expire and the police to tow the vehicle...

The WORST company I have ever dealt with. Assuming their service continues to be so poor you may read about this on news articles shortly as I have exhausted all other options...

I even tried to write to their CEO...but I guess like everyone else at VRG he had more important stuff to do than to worry about a young man being able to drive his pregnant partner to the hospital when her waters break 👍🏽

1star only cause can't go lower. It's been 3 weeks from the day of accident and they still struggling to arrange replacement vehicle. What a disaster

Kerry was awesome dealt with my call professionally and was so understanding 👍🏻

In perticular it was an employee named Ellie Hartmann.
She helped me every stage of the way instantly to ensure everything went as smoothly as possible.
Just so reassuring in this day and age. Many thanks

Gary Grant

I have spoken to Samantha Knowles for a few times regarding my claim. She is absolutely lovely and helpful. She explained things so well and easy to understand. She delivered excellent customer services and being very professional in what she was doing. I am very happy for the service that she provided. Hope VRG recognises her hard work and she deserves a promotion.

Very happy with the service I received this morning on the phone with Ellis.

Friendly, polite and easy service to use. The car I have received is in excellent condition and the driver was extremely nice. All in all I am very happy with the service I received.

Service received from Michael who delivered both cars( the 1st wasnt suitable for my needs)was excellent. He was friendly and informative and also arrived when he said he would.
Saima on the telephone was equally as friendly and responded to my request very quickly

I have been speaking
Daniel Davies​
TPC Claim Handler at VRG
He has great customer service skills and been very helpful and understanding.
VRG need more team members like himself.
I hope VRG management acknowledge his great customer services and appreciate his work.
Thanks for all your help Daniel

VRG were appointed by a third party insurance company to settle a no fault claim with me .
The accident happened on 12th December
I'm still waiting for a payment
I been asked for documents for the car plus proof of ID all sent on multiple occasions.
I ring them email them get promised call backs but absolutely nothing has been forthcoming.
On Monday I am going to appoint a claims handler and they will need to pay their fees too
Really unprofessional company
If you find out VRG are going to be handling your case your in for a long and painful wait.
I wish the insurance ombudsman would get involved it's really not good enough 👎

Beware
My recent experience with VRG was nothing short of shocking. Zero customer service. Zero transparency. Zero honesty. I found just one employee who was decent & reliable however he has since left the company (he must have been too nice to work there) I regret not following the general consensus of online reviews which highlighted ‘do not touch this company’ responses.

VRG are the outsourced claims processing and repairs management company for MarkerStudy Insurance Services, the insurer of the third party that crashed into me/my vehicle mid-December.
They repeatedly (>4 times) tried to remote assess the damage -this meant I had to submit the same photos each time. They wanted to assess whether the damage could be repaired at my house (axle to axle creasing damage including door and sill on a LWB transporter) 🙄

After finally establishing they couldn’t organise that, they then assigned the repair to a company in SE England (I live in Somerset). That company rejected so VRG promptly reassigned it. I ended up calling both companies and explained what was happening.

Eventually by mid-February they gave up, made up an arbitrary value assessment from the photos submitted so I arranged repair and they’d give me cash payment to cover.

I had to submit photos of my entire V5 (not just the bit that shows I own the vehicle) along with a whole load of other evidence which v5 and bank details would have validated.

Tomorrow (24th March) my van returns from repair and I still haven’t been paid despite chasing every fortnight.

Excuse I got this afternoon? Oh yeah sorry the person this was sent to has been on leave and is rather busy at the moment. We’ll try and get it sorted as soon as possible (same thing they told me previous time).