Drivalia UK - LIVERPOOL CITY Reviews 

Tin pot company. Why do they need to have a credit check to hire a car?
I've no issues with credit but got declined, went to one of the major companies and got a car in two minutes.
These smaller companies are a waste of time.

Great company my experience was top notch. I’ve hired vans from other companies like enterprise and I feel the service was better. Would definitely recommend.

Gareth was timely patience and very pleasent

We rented for the weekend and were very satisfied with our vehicle and ease of pickup, despite being late to arrive because of train breakdown from London to Liverpool. Returning our vehicle the next day was also complicated, by gridlocked traffic this time, which would cause us to miss closing time. Calling the office to inform them, knowing after-hours drop-off was not an option, we were told we'd have to return the car to the airport location, at that time, or to Vauxhall Road the next morning (not an option because we were leaving for London in a few hours). As we panicked, finally got out of traffic, and resigned ourselves to returning the car to the airport, then taking an expensive cab trip back to Lime Street, my phone rang. It was Andrew, from the office, explaining it would take him about 5 minutes to lock up, if we could get there by then. Fortunately, we were only minutes away and pulled into the lot (a few minutes late) to find Andrew standing outside awaiting our arrival. Thanks to his amazing dedication to customer service and to his pleasant demeanor (despite hanging around a few extra minutes), we were able to avoid a frustrating trip to the airport, an expensive cab ride back, and perhaps missing our train. We can not express enough gratitude to him and will certainly rent from that office, if ever in Liverpool again. A great big "THANK YOU", Andrew -- you will also be a memorable part of our trip to the UK.

Drivakoa tried to charge me an extra £210 on top of the £150 they already did because I didn’t have a credit card only a debit card….thr guy in the shop told me it happens all he time an to contact customer service for a refund, he gave me the email address I sent an email asking for my money back….no response after 10 days!!

I ring up myself only to be told I can’t have my money back as I’ve agreed to the condition of bringing a credit card…..they’ve completely ripped me off absolute scum bag firm

I went to enterprise hired another car an it was still cheaper by £20 jab the extra £210 they was asking, absolute vile company DO NOT USE

Reply to your reply!!!!
No confirmation email was sent and when booking I was informed it’s on the very small print IF you read all the terms an conditions before clicking on them lol like anyone does that, you’re conning people out of money you should state it clearly not in small print or state in big writing only a credit card is allowed otherwise you’ll be charged around 150% more on top, scum bag company an the staff have been no better…..stay away from them if I was you….use a proper established firm ( I used enterprise, no fuss) that make money from renting cars and not scamming people for money without anything in return.

I saw another person who paid for the car for a week and their plane was late so they was 1hr 20min late an you rented out the car to someone else so you got paid twice for 1 car an they had to pay an extortionate fee for another car they didn’t want.

STAY AWAY FROM
THIS COMPANY READ THE MEGSTUBE REVIEWS AN APPARENTLY ALOT OF THE POSITIVE ONES ARENT REAL WHICH

TELLS ALL YOU NEED TO KNOW

I booked a Citroen Relay LWB at the Liverpool branch for 10:30 and prepaid £80.90. Because of a traffic collision on the motorway I arrived just after 11:30. When I got there, I was told the van had already been given to someone else because they “only hold it for 1 hour”.
This 1-hour rule was not clearly shown in my booking confirmation. The email lists documents and payment information but nothing in bold or a red warning saying the vehicle will be released after an hour. Nobody called, texted or emailed to check if I was still on my way. I ended up with no van, wasted time, and no refund so far.
This was my first time using Drivalia. I usually rent from Arnold Clark, and even if I’m 5–10 minutes late they phone to ask if I’m still coming and try to help. Their customer service has always been flexible and respectful – the opposite of what I experienced here.
I understand delays are inconvenient, but motorway accidents happen and customers who have prepaid should not lose everything for arriving slightly over an hour late with no warning. At the very least, this policy should be clearly highlighted and staff should try to contact customers before cancelling. Right now I cannot recommend Drivalia and will be going back to Arnold Clark in future.

My original review was posted on 21 November 2025. Drivalia replied publicly on 1 December, asking me to contact them through the Manage My Booking portal. I followed their instructions straight away, but I have not heard anything back since.
It has now been over a week with no response and no resolution, which is disappointing. I am updating my review so others are aware of the customer service experience before renting.

The rental process was quick and easy. The car was in great shape too. Price was reasonable.

I've used Drivalia since 2020 and I can highly recommend. There have been times there has been a slight issue with a car or van and they are always quick to make it right, which is why I always continue to hire through them.
Brilliant customer service, excellent value and the Gents in the Liverpool City branch are lovely.
As a woman, often renting a van on my own, they can't do enough to help me in there and I really appreciate it.

One star is a star too many for these jokers, a disaster from start to finish. The van wasn't just a wreck that was unusable but the process of trying to get a satisfactory response to my complaint has been totally unacceptable. The van itself wasn't roadworthy and the rear doors kept bursting open, the engine warning light kept coming on and warning of a major fault and the exhaust was blown. Having returned the van early as I couldn't use it and complained straight away, 2 months later I am still chasing them for a refund, now had to go section 75 with credit card company. STAY AWAY FROM DRIVILIA AT ALL COSTS, NIGHTMARE COMPANY AND SHOCKING CUSTOMER SERVICE EXPERIENCE :update: the reply! I have been using your complaints portal since the original complaint 2 months ago, a further insult and testimonial they don't know what they are doing at Drivalia

Scammers- avoid this company at all costs.
Firstly the only reason we used this company was that they offered collection from central Liverpool city centre. However when we called to arrange a meeting point the people on the phone clearly had no idea about this service and instead told us to get a taxi to the depot.

Secondly we paid for full cover and when we collected the car we were told “we cannot charge you more than £150 for any damage”. We were not told of a £80 admin fee.

On delivery of the car, a tiny dent on top of the bonnet which could only be caused by a stone or twig falling on the car (ie not through our fault) was identified which was more than likely already there on collection of the vehicle. The damage fee for this was almost as much as the whole rental. Clearly this is how you they making money- offering cheaper rates and then charging indiscriminately for so called “damage”.

In terms of service - on collection one of the staff members burped loudly in front of the customer desk. Another was complaining to her colleagues about faults with car breaks which was leading to vehicles having failed their MOTs that day which caused us a lot of concern, and the other stared blankly out of the window instead of servicing customers in the queue. When we asked if he could help us he said he wasn’t logged in and continued to look out the window. On returned of the vehicle we expected a shuttle service to the airport. Another lie from this company. We were dropped off quite far away at the end of a car park because and I quote “if I get any closer it’s £6”.

Absolutely terrible misleading service from start to finish.

I am a regular customer & the team in Liverpool are wonderful. Service support & cars.
Thank you SO much.

I’ll be back.

Janette Probert

From making the booking, the personal help and assistance from Clark(?e!), vehicle quality in chosen category, and overall efficiency- this company puts the other non-mainline companies to shame! Notability most of those on the outside of Manchester Airport.
If the return is as seamless then 5* all round

RETURN 2 was later:
Excellent and seamless!!
Recommend

Be very vigilant when picking your hire car up, take photos all around, and query any marks on their report, we missed one, and then got charged £270 +£80,admin charge for the smallest mark on bumper, and the managers attitude at Liverpool, Gareth southern was quite aggressive and out to get us attitude, We certainly won't be using them again, after being loyal customers for 5 years.

Very bad company and most of the cars have problems and when you booked a car in website they will give you another one and take money for luxury one.

I use the Liverpool Vauxhall Road branch regularly. Friendly and efficient service always, it all runs smoothly for me and my business.

Second time I've used Drivelia, Liverpool. Both times have been a very swift, friendly process

Hired a car for 3 days in early june and was very disappointed to find that there was a claus stating in the small print which we didn't get to read until after we signed the agreement stating there was a milage quota..We were fined for going over this milage. Yesterday a further £60 was taken from my account with no notification or reason..When I rang i was informed it was an administration fee for confirming my details as we had received a parking fine and that it's via camera so there would be no ticket or other indication issued. It's impossible for me to prove or disprove 6 weeks after the event. The staff member was unable to clarify why I wasn't informed of this parking fine or how confirming my details could cost £60. I was not aware that drivalia would still have access to my card details and he confirem that they don't accept cash for this reason. He was clueless to most questions asked and very unhelpful. READ THE SMALLPRINT . I would not reccomend this company or ever use them again.

Jhosh and Clark very helpful always get a car on time would recommend

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.