Drivalia UK - LIVERPOOL CITY Avis 

I arrived at this liverpool depot to collect a car but was met with the most rude , unhelpful, obnoxious person behind the desk I've met in a long time . My car had been cancelled by broker by mistake and as far as the man in his late 60s behind the desk was concerned it wasn't his problem . I was left with no transport home until broker sorted out another car hire from someone 30 mins walk away. I was utterly disgusted with DRIVALIA and would never use them again.

When we picked up our car in Liverpool, I informed the customer service rep that we would return the car a few hours later to our destination (Edinburgh) on the return date. He said no problem, and I could do it online. Once I was finally able to get to our booking online (which was not easy to do and very hard to reach someone to help me in customer service), I put in the return time (5 hours later) and the fee was 355.00 pounds ($700 CDN)- more than our entire 5 day rental ($500)! I tried to contact customer service in the UK (no luck), so I contacted them once I returned home to Canada. The only option is to email them. After getting connected to the first customer service rep (probably AI), I was told to contact the Branch Manager in Liverpool. When they got back to me, I was told by them that there was nothing they could do, and told me to contact the Regional Manager, who told me that because I agreed to the late fee that there was nothing I could do. This communication was all in writing since they don't have a 1-800 number, and I wasn't going to pay long-distance fees to talk to someone who probably would tell me that there was nothing they could do for me. I was told that if I still wasn't happy to let them know. I requested that a Supervisor get in touch with me. That was over 4 weeks ago, and no response. I don't have time or energy to keep up this ridiculous back and forth and not have any human have the decency to speak with me, so I'm going online to leave as many 1 star reviews so that people know this is a terrible company that seems only interested in ripping people off and not in customer satisfaction or customer retention.

Car was great quality, pick up was easy and generally no concerns. I missed the part about needing a large deposit so had to pay extra insurance, but a minor concern.

I ended up with Drivalia by booking through Easyjet and they were not great. I've rented cars all over the world - Drivalia are on the bottom of my list. No pickup car at Liverpool Airport designated location. No one answering the 'phone for over 30 minutes. It turned out that there was only 1 member of staff handling pickups, the office, customer returns and everything else. Despite completing online check-in, I still had to provide my documents, IDs, etc. -easier to get into Fort Knox. I eventually left 90mins later than planned with a hybrid Jeep - which had the battery drained to 1%, so no hybrid option as it was only running on the petrol engine the whole time I had it. Clearly driven by staff around the airport to save them fuel. Also, was not aware of the 100 mile/day limit until pickup, which was ludicrous in this day and age. Return again subject to staff dropping you back at the airport and every inch of the car checked. Note that any minor mark is noted on the damage report - other companies have better allowances to not bother the driver with. Its an attempt to keep cars immaculate, which isn't possible. Staff were pleasant enough, but clearly over-worked. Gareth and Paul doing their best.

Always very friendly staff, efficient. Pointed out details of driving through the tolled tunnel. Tony was on time picking me up from airport

The van was what I expected. Did the job I wanted. Most pleasing was the helpful and courteous staff, especially Jhosh.

Such a poor experience. Had a call prior to collection from Tony who seemed like a nice guy. Told me the flight landing was close to closing time and to give me a heads up. He said I could collect the following morning if I didnt make it before closing. Flight arrived and called 5 times before closing time but no answer so gave up and got a taxi to hotel. Went back at opening time as agreed with Tony to be met by manager Darren who took great pleasure in making it diffcult for me saying the booking was cancelled, showed me terms and conditions on the website which still entitled the booking to be met but he contradicted himself on a number ocassions and made himself look very silly. Rather than give him the satisfaction of arguing I just left and booked round the corner at another supplier who couldnt have been more helpful. I mentioned the awful experience I had and he said they pick up a lot of bookings with the same feedback. It wasnt a big amount of money I lost on the transaction but I would suggest Darren is hurting that business with his attitude.

Stay away from this company. We booked a car from 8, came at 9, was told our car had been given to someone else and had to pay more for a new one. The new one wasn’t ready, so we had to wait to get it cleaned. They also suddenly claimed a 1500 pound deposit, which is the most insane amount ever.

Great service from start to finish and value for money. Pick up and drop off by Paul spot on time.

Good customer service, nice car and woukd recommend

Appalling customer service.
Pre-paid for a car with them only to be told when I got to the counter that the car that was ‘reserved’ was no longer available. Only other option was to upgrade at an extra £26.40 per day!

I called at 16.57 well within our grace period only to find out no car available. They had hired it out within 15 mins!

Manager and staffs answer to everything is check your T&Cs. On their T&Cs it doesn’t state that I had to be at the counter. I called at 16.57 so they knew I was coming for the car.

Whilst there 3 other customers were put in the same situation.

The manager told me not to bother complaining as it gets sent straight back to him and he didn’t care.

I have reported them to the BVRLA which is the car rental ombudsman.

AVOID AT ALL COSTS

Joke of a company, avoid!!!
I hired a van so I could move house and the van they gave me had no fuel in and then broke on the first trip, I got a replacement which also had no fuel and was lucky to get to the petrol station, I was charged for an upgrade and received a down grade!!! Awful service

I hired from drivilia and had numerous negative customer service from picking up and returning. 3 weeks later returning my bank account showed a payment of £115 had been taken out after a extensive ring around I finally got information. Apparently I received a parking ticket and they paid it ( I will be contesting this fine as I have pics of my ticket) anyway the fine was £60 and belive it or not delivalia charged ,£55 admin charge which we all agree is a rip on off so I suggest check them out before you book. They also never informed me of the charge they have my phone number?

We had great time rental a car from

If you know what’s good for you, stay away! If they do end up giving you what you paid for, they will overcharge you on insurance and different bits and pieces you had no idea about. Do not wait to get scammed by these people in order to start using reliable companies such as the obvious ones. I personally had to learn the hard way but never again.

Scammers and thieves!!! Do not go near them!! I rented a family car and I had to wait for two hours at reception only to be told car was not available. Are they serious? Apparently they had to give it to a sponsor. Zero respect for their customers, rude staff, ignorant and completely unreliable. If you have serious events/appointments/ holidays to attend and you need a car on the day and not after a week, avoid these people. I cant even call them a company. Appalled!!!!

Do not fall for the 5 star reviews, they actually ask everyone at the desk to give them 5 stars and people do it to avoid the awkward encounter.. these people will scam you, charge you extra for different unreasonable things. WORST CUSTOMER EXPERIENCE EVER. our whole holiday was ruined and we lost all of the prepaid hotel money. We went there and no car in sight! The amount of stress we went through, I would rather have gone to a serious company for those 50 pounds extra. Not only did they give us no car, they were also not giving us a refund!!!!!!! You have to really fight for it as they are no serious company!

AVOID AVOID AVOID!!!!! Scammers to say the least!! We paid for a vehicle only to get there on time and place to be unattended. We waited an hour and a half only to be told that the vehicle we PAID for was not available. The guy later let it slipped that the vehicle was given to “an important customer”. We stayed there for an extra hour asking them to help us as we had accommodation booked in York. Nothing!!! Guys there are so rude too. Our whole holiday was ruined, we were so out of pocket too. Just avoid! Go with serious companies instead like Avis or Enterprise.

Terrible expirience in Liverpool Drivalia. Shutle delay 90 minutes and after Drivalia iformed what they keep car reservation only for 1 hour. Our reservation was canceled. They didnt offer any car. Very bad company. No recomended.

Joke of a company, customer service contact centre, what customer service!!! Made a booking online to collect a van and paid in FULL arrived to collect, waited in reception area for 40mins only to be told we have no vans on site. This was on 2nd Feb 2025 over two weeks later I am still awaiting a full refund of £140. Can’t speak to customer services who deal with this refund only get told it’s being processed, I have only just been told by the branch I have to wait 28 working days before a refund can to refunded. It’s not my fault as a full paying customer you don’t have any vans available on site when I made a booking online, quick to take a full payment for something you don't have it’s a joke!!!

I usually go to ARNOLD CLARK HIRE in Liverpool never have any issues 100% customer service too, sadly I left a booking too late to book with them reason for using DRIVALIA NEVER AGAIN!