BVRLA Reviews 145

Scammers who collude with the car rental companies. These people should be exposed to the watchdog and disgraced. This is worse than the post office scandal.

BVRLA took clear sides with the rental company. at no point was my complaint against the hire company treated fairly with an open mind. it was biased from the start and they cancelled the complaint very quickly despite irrefutable evidence given to them. they denied the facts i gave them and their subsequent responses were not credible.

it was a deeply upsetting experience to contact the rental industry ombudsman and be treated with such open bias. extremely disappointing behaviour.

BVRLA currently have 90% ONE STAR NEGATIVE RATING on here.

As for most of the other responses here, less than one star would be more appropriate. I got the same cut and paste reply everyone else got, referring me to my contract while totally ignoring the evidence of fraud that had been perpetrated by Sixt. The BVLRA is useless by design as it is a front for the rental companies to give the appearance that have an avenue to dispute their openly shameless and fraudulent tactics. What a joke.
Re: the BVLRA response to my review.
As I made abundant clear in my submission to you, it was the fraudulent claim of damage, the removal of £976 from my account without any notice and the refusal to forward a photo of said damage as well as numerous other factors. Sixt is well known for this scam and I am not going to be yet another victim. And btw, I had purchased insurance when I booked the rental. The process of getting a straight answer from Sixt took so long my 3 month window of claiming closed.

This assosiation is very biased towards their members. I initially felt positive as when I submitted my initial complaint, I got a fast response saying they would investigate.

Unfortunately, I quickly discovered that all their 'investigation' consisted of was listening to Europcar explain why they did not lie to me or scam me into paying for unnecessary insurance. They came back and said that "because I had signed a document" they could not assist. They forgot or simply didn't bother to investigate that I was told it was mandatory because of the third party provider I had booked through, they did not investigate why I was categorically told "you cannot take the car until you pay for insurance" they could not explain why I was quoted one price by Europcar and charged double. They did not look into why Europcar didn't run through the agreement with me, covered it and rushed me to sign. They did not look into the fact that Europcar admitted fault, processed a refund request then 'lost all record of this refund request and conversation'

They advised that they did however if they had done, they would have seem the illegal activities at play and would not be working with a company such as Europcar.

Unfortuntely the BVRLA does not care what Leasing companies are doing with customers, they do not care about the scamming and illegal activity happening on a daily basis
It's a he said she said scenario with them where the Leasing agent always wins.

If you have a disagreement with a Leasing company, I recommend to avoid the BVRLA and reporting the company for fraudulent activity through the gov.co.uk website. You will get much further.

they will support enterprise as such no point in wasting your time with them.

Given the BVRLA are paid for by it's "members" donations, who are the lease/rental companies they are meant to be overseeing, there is little they can or will do to assist in resolving cases.

I wouldn't waste your time in raising a case. They boast on the website what a high percentage of cases are awarded to it's members.

The only silver lining is that the lease company gets charged £150 to deal with a case, so do with that as you will.

what a waste of time. My claim to BVRLA was submitted due to van hire not being transparent with damage charges i caused. van hire sent me and email stating the charge without invoices attached. they have provided one invoice after 9 days of me complaining to them for not being transparent and 2nd invoice was never provided to me. Yet BVRLA stated that the charges were justified by Van hire company.
Hire van company DID not provided invoices when charge was submitted to me. after many emails they provided only 1 invoice 2nd invoice for smart repair was never provide to me.

We had a bad experience. This organisation does not investigate the claims appropriately and always steers on the side of their member companies. In our situation, it was literally our word against the word of the company, and they believed the company. We proceeded asking for evidence (we suggested it - they didn’t). The evidence provided by the company was completely irrelevant and meaningless to the charge. Totally useless. We questioned this but they decided to confirm the charge against us regardless. So frustrating. Not a useful organisation. We were charged unfairly and BVRLA did not protect us.

With regards to BVRLA response regarding the dispute resolution report - I had a look and the report from 2022 shows 63% of outcomes are in favour of member companies for rental complaints and 79% in favour of members for leasing complaints. That’s hardly 50%. There is a line on the report that reads: “ The majority of complaints for both rental and leasing are found in favour of the member”. The report for 2023 (referred by BVRLA in their response) is not available online (or at least not easily accessible as unable to find it) and therefore unable to check the figures.

The point of my feedback is that the outcome of our specific case was not based on relevant evidence, but on the company/member words against ours.

To inform you in return the named driver has been submitted to enterprise as you were not clear on the call on who that consent was to be emailed to. Your callers were on very friendly terms with Claire O’ meara at enterprise as per the phone call which calls for concern for a customer as a conflict of interest. You also have not addressed inappropriate comments as mentioned in my previous post.

Thanks ,

Josh

There seems a lot of bad reviews for BVRLA however I must say my experience was different.
We hired a car from Hertz (9 weeks) and they completely stuffed up our invoices (GBP390 overcharge).
Without going into the dull details they made two errors in the monthly invoices they sent. TBH the errors were quite obvious but the Hertz complaints office only offered a partial refund for one. They then refused further discussion.
We put the issue to BVRLA who came back to us after 4 weeks and confirmed that they had raised with Hertz who had agreed to offer a full refund - which is now credited to our Credit Card.
Reading the other reviews I did feel it fair to give a more positive opinion.
We were grateful to BVRLA and I would suggest any unhappy renters give them a go. We were pleased we did

Very biased towards rental companies.
Dealing with an issue and won’t investigate until letter of deadlock provided. Very opaque with dealing and would not provide any communications had with rental company. This is despite me providing them with all the written proof. Will have to resolve with small claims court as this company is farce!

It took them a day to respond to my complaint, but did not address the main issues I raised.

These were that the company did not provide me its T&Cs or a contract to sign, overcharged me for petrol I had not used, and tried to take this from my bank account without notifying me or raising an invoice.

They just referred me to the companies T&Cs and pointed out “customers should be aware of the additional charges that may be made and ASKED TO SIGN AND ACCEPT THESE”. They did not address why I wasn’t provided any paperwork to sign. They refused my request for a part refund because the company does not “compensate for stress and inconvenience”.

My complaint had not been investigated properly if it took less than 24 hours, and it is clear that BVRLA are working only in the interests of their members.

Unsurprisingly sided with the company that fund them.
Neither fair or equitable to consider a manufacturing defect still under warranty as 'end of contract damage'.
Being forced to pay for something that the vehicle manufacturer can actually fix free of charge...

AFTER THE INCIDENT, ENTERPRISES' ELYSIA J PARKER TRIES TO BRIBE ME WITH £90 AND THEN ALEX TRIES BUT I REFUSE, THEN COMPLAINED TO THE BVRLA.

Dear Mr Uric (alias),

You have successfully submitted a complaint. Your reference ID is 0FD91F59-18D4-4163-B2331981638A2073.

Details of your complaint can be read below: 

Name : Mr Uric (alias)

Company name : Enterprise

Reference number : NO Agreement # or Delivery Acceptance Advice given

Rental date: 3rd Feb 2023 (the BVRLA COVERED UP THIS DATE as it shows I ONLY had the car for under 2 months )

Incident date : 31 March 2023

Final decision date : 20 April 2023

Complaint overview : A rental car was supplied on Feb 3rd 2023 by Enterprise of Hemel Hempstead. The person who delivered the vehicle showed me around the car and we did a visual check, at dusk. He then showed me where some basic controls were and asked me to sign my signature to an app on his mobile. This was all done at as dusk was setting in. I saw no immediate issues on that day or afterwards. I asked the man who was doing the delivery about the tick sheet which show any defects a.k.a The Delivery Agreements Advise Check sheet but the delivery guy said all I needed to do was sign as that's how they do it at Enterprise, so i signed his mobile phone. However, having now signed for and received the vehicle I had driven it from Hemel Hempstead to Essex one of the weekends i had the car in my possession, whereby, sometimes I was hitting 80mph for long periods on the M25. The journey is a 1hour return journey, from my destination which was on the 25th March 2023. It was only 5 days after this trip, when a tyre pressures issue flagged up on the dash stating that I should rectify the car tyre pressure by adding air, which I did immediately and the message disappeared. It was when the issue had worsened as only about a week after the same message flagged up again. This was when I became significantly more concerned that there was a serious issue with the car Tyres. I added more air and this was when things went into dangerous territory. Having rectified the issue at around 1900hrs on the 31.3.2023, I then continued on my journey but kept the monitor visual on the dashboard so I could to see the Tyre pressures digital gauge which quickly went from 2.9 psi right down to 0.0 psi as i had already driven 500 yard from where I had just rectified the Tyre pressure warning- having resumed my journey i was heading for the A41 where i would have reached speeds of 70mph with my 4 year old daughter and my wife in a dangerous car!!.Fortunately I was able to get back to the petrol garage without shearing the tyre where i called for breakdown assistance because from that point onwards the Tyre refused to sustain pressure. The recovery man (Lee) from Connoisseur Recovery was shocked when he shone his torch into the darkness crevice between the arch of the wheel which revealed the severity of the damage Tyres. One tyre was absolutely shredded and the other, completely bald! I had to be taken home by a recovery flat-bed. Lee also advised me that the durational nature of such damage could not have been my fault as I only had the car for just under 2 months and only drove from Hemel to Berkhamsted daily for under two months with light usage the wear on one tyre in particular could not have happened. Lee re-assured me this type of driving which was 15 min (7.4 mi) via A41 or less using country roads, would not have cause such heavy wear to tyres of their type. To be clear what happened to the tyres within the time I had been given the vehicle was simply impossible especially with the little mileages I had been doing with the vehicle. He also checked the mileage which was approx. 260000 plus which confirmed his conclusion, which was, that Enterprise would gave me the vehicle in a dangerous condition and that I was lucky to have walked away without experiencing a blowout after having done the speeds like 80mph from Herts to Essex- even though it was intermittent speeds of 80mph it was still dangerous. What's worse is that the vehicle itself had warned not to do over 80mph after the fact!

As seen below i supplied the BVRLA with all evidence and they totally ignored the severity of the tyres Enterprise gave me to use knowing that they were giving me the car with dangerous tyres . This is the way the BRVRLA operates. They are dismissive and take the side of their subscribers to the detriment of their customers. The BVRLA is bias without out shame! The BVRLA will argue and dismiss you even though their subscribers are irresponsible and have put a family's life at risk!
Support document : 20230331_203655.jpg
There will be a follow up as I am about to escalate if I get no results i will be taking Enterprise to a tribunal. This is just the beginning!

Absolutely useless, it would have been better to pursue the matter from my company instead of escalating via BVRLA, all they seem to do is be a middle man to ask questions of the Zenith and accept whatever they say and forward that on to me. I would say they are almost corrupt and take the side of the leasing companies as there is actually nothing they do other than forward on messages.

Twice the leasing company have been wrong in what they stated and they just believe whatever they say without checking the facts.

If you escalate to the BVRLA that’s a win for the leasing company- and then all communications have to happen through them and they have no clue what they are doing

Adding to this based on your response I sent you clear screenshots of what I have purchased and it listed all the features. This was zenith misleading me that a feature was included when it required an additional package. It was sold under those terms and I expect to have those features enabled. Zenith has messed up and refuse to take any responsibility and BVLRA has just protected them an accepted every wrong answer as gospel - no due dillegence was done.

Like to add you must have a full time person just responding to Trustpilot reviews, wish that was the same service for your business too. 2 weeks to receive a reply and only get it when prompted 🤷‍♂️

Pointless and Corrupt!
I had an issue with Europcar.
They pushed me towards BVRLA.
All they did was quote T&C's from Europcar that were not relevant!
They totally ignored the evidence I provided and ignored the fact that Europcar couldn't prove anything or provide me with the proof I requested.
They claim to be unbiased, but I guess they're funded by the rental and leasing companies.
A pointless and corrupt organisation.
With 89% 1 Star reviews, I guess this speaks for itself!
Hopefully you'll be one of the handful that they choose to help which looks like a one in nine chance!
Edit
Not good enough!
No security!
No CCTV!
Nothing stopping anyone from entering the site and damaging the tyre!
No proof of the extent of damage to the tyre!
No warning on the display!

Total waste of time. I had an issue with enterprise and they had not reviewed the case fully, just hide behind Enterprise T&C's. Would not surprise me if they were funded by the big hire companies, so a real conflict of interest.

I had a dispute with Leaseplan regarding the servicing of a leased vehicle.
i wasn't able to provide invoices of the services although all had taken place when prompted.
i told both leaseplan and bvrla that they could do a check on the car's computer and on the key as well but they ignored this.
The BVRLA did not mention any of my points in their conclusion only to say that i claimed that the services were uploaded electonically which i never did.

Just outright dishonest. Avoid.

Neither BVRLA or their client, Easirent (in my case) have any understanding of "Trading Standards / Alternative Dispute Resolution (ADR).
Asked BVRLA to help me, it took BVRLA 6 weeks to consolidate various mistruths, based on non factual data, simply concluding the situation derived by my own making.
How easily Easirent delivered mistruths, how BVRLA so easily supported/ repeated such mistruths is a sad reality.