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Recent reviews

Jonathon Giles

Jonathon Giles

Rated 1 out of 5 stars

I had hired vans from this company on several previous occasions, including multiple-day hires and, more recently, through their Bridlington branch, without any issues until this week. I returned the van at around 9:00 a.m. on Friday, 4 September 2026, approximately 30 minutes later than expected due to a misunderstanding over the return time. The vehicle was a fairly scruffy, dark-grey Transit which I had hired for three days. On its return, the company identified a long but extremely fine grey scratch along the side. There was no dent or indentation, and the mark was barely thicker than a human hair. Although it stood out against the darker paintwork once pointed out, I had not noticed it during the hire. Given the amount of driving I had done on narrow country lanes, I can only assume it occurred during the rental period. I was charged the entire £500 deposit plus VAT, making a total of £600, for this cosmetic damage. I have been driving and owning vans for more than 30 years and, in my view, a £600 charge for a very fine surface scratch with no dent or indentation was grossly disproportionate to the apparent nature and extent of the damage. What particularly surprised me was that the full deposit was taken rather than a more modest amount reflecting what appeared to be a limited cosmetic repair. I paid the charge because, at the time, I did not feel I was being offered any meaningful alternative. Ironically, I had intended to hire a Luton van from them for four days the following weekend and to discuss a longer-term rental of six to twelve months while my own van was off the road. That business will now go elsewhere. Based on this experience, I will not use the company again. I would strongly advise anyone hiring from them to photograph the vehicle very thoroughly before leaving the premises and again when returning it, paying particular attention to even the smallest cosmetic marks. The company may have had its own contractual basis for applying the charge, but from what I personally observed, £600 for a hairline cosmetic scratch on an already well-used hire van appeared excessive and wholly disproportionate. I run my own five-star-rated business dealing with the public for many years. I understand that businesses need to protect their property and recover genuine damage costs. What disappointed me was the apparent lack of proportionality or reasonable discretion in how this was handled. After several previous hires without incident, this experience has ensured I will not be returning.