St Albans Car and Van Hire  Avis 

After such a great experience hiring from St Albans Car and Van Hire the first time around, I called them again shortly afterwards to arrange another van, this time for a journey nearly six times the distance.

Unsurprisingly, they were completely booked for the weekend, which probably says plenty about how popular they are locally. I managed to arrange the hire for the first available opportunity on the Monday instead, and once again the whole process was incredibly straightforward. Easy to confirm over the phone, email confirmation straight through, and everything ready when we arrived.

Because this was going to be a much longer journey, the team also took the time to make sure I had the right van for the job. There were only certain vans they particularly wanted to use for that sort of mileage, most of which had been out over the weekend. By complete good fortune, one of their best vans for the trip came back first thing that morning.

A particular shout-out has to go to Darren. Despite the team being a man down, he turned the van around incredibly quickly, gave it a thorough clean inside, completed a full inspection and made sure everything was ready and given the green light for the journey. Really appreciated the effort, particularly knowing how far we had to travel that day.

The diesel Ford Transit itself was an absolute pleasure to drive. This was my second time driving one, but my first over a genuinely long motorway journey, and it was incredibly easy to handle. Plenty of power when pulling away from roundabouts, junctions and slip roads, while still being very comfortable cruising for long periods.

It also had a speed limiter, which I actually really appreciated. With the extra power available vs. the smaller vehicles I drive, it gave me a bit more reassurance on the motorway and made it very easy to settle into a comfortable cruise without constantly thinking about my speed.

Second hire from them and another really positive experience. Straightforward, accommodating, knowledgeable and clearly interested in making sure you leave with a vehicle that is actually right for the job. And another big thank you to Darren for getting ours turned around and ready so quickly.

Very Disappointing Experience

I am extremely disappointed with my recent experience with this company. I had used them previously and had nothing but positive things to say about them. The staff were kind, helpful and provided excellent customer service, which is why I chose to contact them again.

Unfortunately, this time my experience was completely different.

I called because I needed to hire a van to collect a shed. I started the conversation by explaining that I had used the company before, that their service had been excellent, and that I was hoping they could help me again. Unfortunately, the lady who answered did not acknowledge this and immediately asked for my name and what I needed the van for. When I explained, she gave me the price in a very cold, rude and dismissive manner. Her tone made me feel as though my business was not wanted.

I decided to call back because I wanted to speak to a manager. When I called again, the same lady told me that she was the manager. I asked to speak to someone above her, but she said that they were not there and that she was on her own. I explained that I wanted to make a complaint about the way I had been spoken to. Rather than trying to resolve the situation, the conversation became increasingly confrontational. I felt that she was being extremely aggressive and, at one point, was shouting at me.

I asked for an email address so that I could make a formal complaint, but she did not provide one, and the call ended.

I then managed to find the owner’s contact details and contacted him directly. I have to say that he was very pleasant, apologetic and genuinely shocked when I explained what had happened. He told me that he would listen to the recorded call and investigate the matter. I appreciated his response and was willing to give the company the benefit of the doubt.

However, I needed a van the following day, so I contacted him again. Unfortunately, he told me that he had not yet had the opportunity to deal with the complaint. I waited four days for a response, believing that the matter would be addressed as he had promised. Sadly, I received no resolution.

This experience has completely changed my view of the company. I had previously been a happy customer and would have recommended them, but after this experience, I will not be using them again.

It is a real shame because one employee’s attitude can have such a negative impact on an otherwise good business. Customer service matters, and customers should be treated with courtesy and respect, especially when they have been loyal customers and are simply asking for help.

I sincerely hope the owner takes this matter seriously, because the behaviour I experienced was completely unacceptable. What started as a simple request to hire a van turned into an extremely unpleasant and disappointing experience.

Four days of waiting for a response after being promised that the matter would be looked into says a lot. I expected much better from a company I had previously trusted and recommended.

Rented a 7.5 ton from st Albans van hire . Haffy and her team were 1st class from start to finish . I’ve used them a few times and every time they were extremely helpful and I would highly recommended them.
Steve explained everything I needed to know . Thank you so much

Enterprise van hire let me down at the last minute. St Albans van hire got me out of trouble. Called at 10am and was in a nice new van by 10.30 and got my job done. They couldn't have been more helpful. Thanks guys.

The person we dealt was very understanding about what we needed didn't mind being asked stupid questions. Was very knowledgeable about everything needed.

We have used St Albans Van Hire successfully before but on October 17th 2024 we made a booking for a 9 seater People Carrier on the weekend of August 1st 2025. We gave the name and licence detail of the main driver . We were told we didn't need to give a deposit and everything was safely booked. We rang them on May 21st 2025 to check all was well only to be told they had no record of the booking and no people carriers available . No problem with previous Van Hire bookings but this left us with a considerable issue needing a 9 seater for an event on a very busy weekend. Van Hire have been excellent in the past but this was totally unacceptable. When it goes right they have good vehicles and provide good service but this is a basic they should have got right! If you do book with St A Van Hire our advice is make sure you get an email/written confirmation (we didn't), the name of the person you deal with and be very wary indeed of any advanced booking!

We had 36 hours notice to move my son, just before Xmas, St Albans Van Hire were so helpful in helping us. Steve demonstrated how everything worked and the rear tail lift was invaluable in saving my back ! Haffi in reception could not have been any more helpful, really outstanding and highly recommended.

Having hired many times from St Albans Car and Van hire, I can easily recommend them. Always friendly customer service, doing what they can to help (including removing an extra seat, that wasn't needed in a van to give me extra space).

Definitely cost effective. Wouldn't hesitate to recommend and will continue to use.