I hired a car from Great Escape for a weekend as a wedding gift for my husband. The initial service i received was wonderful. They arranged for the car to be delivered to me the day before the wedding for a delivery fee, which was brilliant. The car arrived alot later than arranged on the Friday which was rather irritating but not the end of the world and also had no number plate on the rear. Which inconvenienced us slightly in having to find a laminator at 8pm on a friday isnt the easiest thing. but again... not the end of the world.
The car was wonderful on the saturday, my husband loved it and it was incredibly well looked after. He was so thrilled it was everything i had hoped for.
On the second day of the car hire the car broke down.
I then contacted the owner of the company, Graham, about a refund for the money that i had paid to hire the car.
Once they had decided that the car had been damaged by a previous hirer and that we were not at fault they informed me that they would be in touch to discuss compensation arrangements.
I waited 4 weeks for someone to get back in touch with me. numerous emails and telephone calls to be told that noone in the company could help us other than Graham and he was "out of the office, on holiday, not available" you name it we heard it.
After the 4 weeks I got an email from Graham offering two day hire and hotel provision or a refund for one days hire. As the moment had most definetly passed by this point i wanted the refund to be able to by a present for my husband that he could keep. I asked at that initial moment how much the refund would be and in 8 different emails over 3 weeks and was never told at any point what to expect. I was not told at any one point how much money was owing to me.
So when i finally received the refund into my account some 7 weeks after the initial complaint their administrator had put the incorrect amount of money back into my account.
The first i heard of this was a recorded delivery letter sent to the address of my aunt threatening legal action, claiming they had emailled and telephoned me and my husband on several occasions to ask for the money back. I find it incredibly hard to believe that BOTH of us have no history of these calls but there we are.
I believe the money i received back as "compensation" was a laughable amount compared to the amount of money i spent with this company. They then, after a day of exchanging emails, provided me with an alleged breakdown of the car hire, which surprisingly is different to what their website states. I am currently in liasion with CAB and trading standards about this company as what should have been a lovely weekend ended up becoming an incredily stressful situation. I cannot fault the car in any way shape or form. it was a wonderful car and my husband thought it was incredible to drive. I have however never in my life experienced such shocking customer service in my entire life. I suggest to anyone considering booking with this company to ask for a full quotation in writing just to be on the safe side as i would hate for anyone to have to go through what i have the last few weeks. I am sure they will write a response to this review trying to justify it to anyone who should read this, but i can assure you this is a full and accurate record of the events.
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