Cancelled with 2 days notice
Booked a van with them and all the paperwork went through and was then called an hour later and told its already been double booked. They then booked me a different van and 2 days before I was taking it, after giving all my paperwork etc, I was told it's being cancelled. Don't hire from here unless you don't mind last minute cancellations which ruin your plans.
Edit - in response to your reply
I was definitely not told at all that this was a 'risky' option. When the original van was double booked I asked if there was something bigger and I was told yes there's a Luton van. This was booked for me at the same price and I wasn't told anything about there being a possibility of being cancelled otherwise I'd have used another company. I was only told I need to be on time when I return the van on Sunday morning as it was going out again later which I agreed to. I'm sure you record the calls you should take a listen. No one said there's any chance of it being cancelled - I wouldn't rely on this option if they had.
I was WhatsApped Thursday and even sent over my license, ID etc... and then was told the van isn't available later. If you actually told me this was a 50/50 then I wouldn't have booked it at all. There's plenty of companies in Birmingham I wasn't desperate I just trusted that if you booked me a van then I could actually pick it up. You just wasted some of my time and I had to book with another company which I wish I did from the start. Your processes are all over the place. I even called into the office after booking online initially just to make sure everything was received and ask how the process works and wasn't told anything about there 1st van being double booked. People run over yes its not your fault the van won't be bought back on time but for someone using your company for the first time I was messed around twice and left with 2 days to organise a van for a house move. You need to sort out your booking system I'm not sure how you don't know when your vans are going to be back.
Reply from Phleet
Hi Qasim,
Thank you for your review. We take all feedback very seriously and apologise for having to cancel the booking you made on our website yesterday afternoon. We would like to expand on this to explain our side of the situation.
Firstly, we would like to clarify that this entire situation occurred between yesterday afternoon and this morning. We contacted you within 30 minutes of your online booking to inform you that, unfortunately, we could not supply the booked vehicle. We explained that a telephone booking had been made just minutes before your online booking, and the booking system had not yet updated.
You were understandably very upset and mentioned that you were in urgent need of a vehicle, as you were unable to find one elsewhere and were due to move house on Saturday. You asked if we could arrange an alternative. While we explained this would be difficult, we advised that we might have a larger vehicle returning at 12pm on Saturday, which could be made available until 8:30am on Sunday. We also made it clear that this option was risky, as it depended entirely on the vehicle being returned on time by the existing customer, and the turnaround window was very tight.
You agreed that this would have to suffice, and we proceeded with the booking. However, due to your urgent situation and against our better judgement, our staff member confirmed this booking yesterday afternoon.
Unfortunately, following a call from our existing customer this morning, we were informed that the vehicle due back on Saturday may be returned later than expected. We immediately notified you of this update.
We genuinely did our best to accommodate your last-minute request, but unfortunately this has resulted in a negative review being left for us on Google and Trustpilot. We feel this review is unfair, as the situation was fully explained to you, and we went beyond our usual procedures to try to assist with your urgent requirements.
We can assure you that we will not make the same exception again in the future. As you will see from our previous reviews, this is not reflective of our usual standards. We would also like to reassure all customers that this situation will not be repeated.
Out of the thousands of bookings we have successfully fulfilled, this is the first negative feedback we have received. However, we always encourage customers to provide feedback, whether positive or negative, as it helps us improve our service.
