Car Hire UK
Reviews and Complaints

We never had to pay a deposit on arrival, so our experience was great, highly recommend them, the vehicle was new with GPS fitted, the new touch screen perfect for what we wanted, pick up was easy and return was hassle free and free shuttle to the terminal. Def will use again and recommend as had positive experience thanks so much.

I would recommend the fast track collections on arrival if you want to drive of straight from the terminal building, this service is what you should book its free but you have to pay a premium location charge, but for us it was easy to get the shuttle to the compound to collect the vehicle and easy to return as same place as you collected the vehicle and something we did not have a problem with and would recommend to others hiring cars with them. The prices are exceptional, and by far cheaper than the likes of hertz and by far easier to use.

I thought it appropriate to write a review due to the fake reviews, which nearly spoiled our trip in the uk, it would appear commercial enterprises are writing fake reviews against this company, as we booked online and paid £320.33 for 18 days at heathrow we paid nothing else, no large deposits nothing? so book with them if they take a deposit like these fake reviews say CANCEL you have rights but dont believe rubbish reviews what has the internet come to, we had a good rental and could not really add any faults, never had an accident or damaged the vehicle so guess we would not have anything negative to say

I live in New Zealand and visited my parents in the UK in September 2017. I hired a car through Car-Hire-UK.com via their web site. The cost of the hire (GBP approx 550) was deducted from my credit card on 16.7.17. Reservation Identification number 309986, ID9751. On the 22.8.17 a further GBP approx 700 was deducted from my credit card. I phoned from NZ to find out what this deduction related to and was told it was a security deposit and I would be refunded within 21 days after the return of the car. I returned the car on 27 September 2017 and to my knowledge there was no damage to the car or speeding fines etc.
I called before the 21 days was up to again be told it would be refunded after 21 days. I emailed on 10.11.17 to say I had not been refunded and got no response. I spoke to their chat line on 14.11.17 and was told I would be contacted in 72 hrs and had no response. I phoned 23.11.17 and could not get through to customer services but spoke to reservations who said someone would call within 24hrs and I had no response. I emailed again on 15.12.17 and had no response. Today 5.1.18 I have tried using the customer services on line contact form and it will not send, the link is not operative and has not been thought the last few months. The website says to send all inquiries and complaints via customer services but the forms do not send and the phone is not answered. Each call I have made has eventually got through to the same person, a mature male as I recognize his voice and he assures me he will help but still nothing happens. I have not been refunded to date and it is now over 3 months.

1) I agree with all negative reviews written about this company.

2) actually company does a reasonable job on rental business - car was ok and delivered & picked from our address. Gentleman who delivered/picked it up was very professional & provided all needed help.

3) now the bad part - read their terms & conditions (t&c)
A) they charge min. 250 gbp deposit at booking
B) according to their t&c, they will refund the deposit after 21 working days after car has been returned (which they did not)
C) they do not give you invoice/bill after
D) their customer service will never follow up on your requests for deposit refund

So what to do:
1) if you really want to rent a car with them, then read terms & conditions, but I would suggest renting with a well known company
2) make sure to take pictures of your car when returning a car and ideally demand stating all issues on the invoice (if any)
3) request invoice with your return (or as soon as possible)

And if you are already in trouble:
1) their t&c describes how you should proceed with your claims - do ping-pong with their customer service - it is useless
2) write an official letter describing what & when happened with attention to their director and send a scan of via email to their customer service and hard-copy via certified mail to their company office (btw. Official company name is elsinore garage and company limited and company number is [protected] and details can be found here: https://beta.companieshouse.gov.uk/company/00575284)
3) you may contact http://www.citizensadvice.org.uk/ for some advice - they can't act on your behalf, but they can inform trading standards (body in uk which deals with consumer complains)

I tried to get my deposit refunded for over 2 months, but following above mentioned steps they refunded it immediately after I sent that scanned document. But make sure to send hard copy too - you might need it as a proof.

Not sure if you could investigate these thieves, but…

www.car-hire-uk.com

are stealing thousands of pounds from unsuspecting clients every day….

My brother is one of these customers, he hired two vehicles in the UK last summer without any problems, this company took x2 payments as deposits of £250 each.
Their terms and conditions state that deposits will be refunded within 21 days of the satisfactory return of the vehicles, which they were….

He is now 7 months later still waiting for his money to be refunded…

Since then they have tried on several occasions to take further money from his card, which lucky enough the card company declined….!

[protected]@car-hire-uk.com
[protected]

Elsinore garage & co. ltd
4 ellenslea road
St leonards on sea
e. sussex
TN37 6HX

MAURICE GOODWIN – DIRECTOR
TINA PURI – CUSTOMER SERVICES

These people are thieves !

Best Regards
Roy Bishop

ELSINORE GARAGE AND COMPANY LIMITED trading under "Car hire UK"
The above have failed to repay my Insurance and fuel deposit after 33 days after returning the car. They have not answer any of e-mails requesting payment, so have given no reasons why they have not return my deposit.
.
For your reference, the fact are as follows:
1) Hire period 8th to the 23rd July 2013, cost of hire and deposit taken from my credit card as agreed
2) The car was collect at terminal 5.
3) The car was return as request to Long Stay car park for T5, long before the require time, telephone messages left on your answer phone system giving the car location in the car park, keys and parking ticket left in glove box as requested.
4) The car was filled with fuel as per your agreement.
5) The car was left in the same condition as the start of the hire period, I have a photographic record of the cars showing it condition as left in T5 car park.
6) On the 24th July I sent an e-mail requesting confirmation of the return but received no confirmation.
Regards
Clive Read

I returned the car directly to their guy at Heathrow on 1 May. Everything had been fine up until then.
Then the drama of getting the deposits refunded. After 6 weeks of emails being totally ignored, I phoned and eventually was put through to Tina. We then had numerous emails back and forth - "will investigate - will process - approved - you will have it this week etc.". In the meantime I lodged a dispute with my bank.
I finally received the refund last night, nine weeks after I returned the car. Needless to say, they have lost another customer. If you are in the same situation - keep pestering them. Squeaky wheel may eventually be oiled.
Tina's email address is [protected]@car-hire-uk.com

This is a fraudulenl company which does not pay back deposits; does not respond to e-mails; and will tell you no end of lies should you manage to speak to someone at customer service/accounts department /garage etc etc. I have been trying to get back my deposit since March, 2012 without success. I am now at the end of my tether and am at present exploring the legal channels. I urge anyone else who has had similar misdealings with this company to contact beverley.[protected]@eastsussex.gov.uk at trading standards who is dealing with the incessant complaints about the above company. Not convinced? A quick search on google will confirm the validity of this post, although reports published by both the guardian and bbc's money box may just be the nail in the coffin!

I hired a car in July 2011, prepaid on a debit card. When I picked up the car I didn't have the original card and so I needed to pay both deposit and rental a second time, with them promising to refund the first payment straightaway. Each deposit was gbp1100 and I ended up being debited gbp2700 from my account. It has taken endless phone calls and eventually the hiring of a solicitor to send a court notice to them to force them to return the two deposits and the first rental fee. They kept saying they had technical problems returning the money, but on the date of the serving of court order they managed to return the money. It is clear that they hoped to keep all the money.

I write this to help other potential customers avoid this car hire company.

My complaint is with regard to Car Hire UK, I recently hired a Ford Ka for a period of 20 days, on collection from Heathrow airport I had to pay deposits totalling $1226.21 (560 pounds) on the understanding that it would be returned once the vehicle was returned to Heathrow Airport long stay car park, at the agreed time, full of fuel and clean as per my contract. I returned the vehicle as requested but now some three weeks later my deposits have not been returned to me.
As a consequence I am now paying interest on this money and have spent over an hour on hold trying to speak to some at the company.

I rent a car from a the above company from 12 February to 22nd February 2010. The vehicle was returned to the company on 22nd Feb 2010. After 19 month the company did not refund me the deposit paid to them. I send email and letter but no avail.
I registered a formal complaint to through the company customer service website but they always give excuses and did not attend to my complaint.
I am greatfull for an assistant from the board.

Had an collision with a vehicle owned by Elsinore Garage on 11/9 and when i spoke to the "man on the desk" he said that he had knowledge of the collision as his worker had called him but he did not have the insurance to hand. I have called back every day since and involved the police but they now say the vehicle was not owned by them, i would not touch this company with a barge pole, everything that is written about them over the net is appearing to be true! Wasters!

Sometime in May 2010 I booked a car from this company for which an amount of 227.17GBP or Ringgit Malaysia (RM) 1069.79 was charged to my Mastercard Account. I rented the car (group E) (Citroen) for a period of 10 days in July 2010.

On 11 June 2010, your company again charged GBP670 or RM 3279.10 to my Mastercard account as deposits (600GBP insurance and 70GBP fuel deposits) for the booked car.

On the evening of 10 July 2010, I returned the rented car (intact and with a full tank of petrol) to Heathrow’s Terminal 4 long term parking and it was later collected by the company (This was acknowledged by Mr. Jacob Palmer of the company via email).

Now, it has been more than a year since I returned the car to the company, but my deposit money amounting to 670GBP has not been refunded or credited to my Mastercard account. In my efforts to get back the deposits I sent many emails to the company's staff, Mr. Jacob Palmer at [protected]@car-hire-uk.com as well as their customer services department at [protected]@car-hire-uk.com . But, as of today, the money has NOT been refunded to me!

I also tried to call their Accounts Department, but it was never answered. Each time I called, all I got was a fax dial tone!

DR MOHD ZAIN MOHAMED

On 26 May 2011, I rented a economy vehicle for period 15 June to 21 June 2011 at a cost of 107Pounds. My credit card was debited for the rental fee of 107 pounds plus
insurance excess deposit and fuel top up deposit of 575pounds. The vehicle was collected from Gatwick airport on due date and returned to the long stay carpark per their
request in undamaged and clean condition. Since returning to South Africa, I have tried unsuccessfully to get my deposit returned and to be issued with an invoice of costs for claim purposes. Their chat services an 2 occasions told me they would inform their accounts department of the request. I received no returns or communication. On 12 July I opened a ticket number MON-729533, detailing my request for return of deposits plus an invoice. It is now a month since returning the vehicle and I still cannot get any response from their customer services as to when the deposit will be returned. Their systems are set up to avoid any personal contact with any one.
What can one do to resolve this issue
Clive Patterson ([protected]@vodamail.co.za)

Ripped me off took months to get money back -very rude service

COMPANY DETAILS

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Name & Registered Office: Company No.: [protected]
ELSINORE GARAGE AND COMPANY LIMITED
10A ROYAL PARADE
CHISLEHURST
KENT
BR7 6NR Date of Incorporation: 06/12/1956
Country of Origin: United Kingdom
Status: Active
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Company Type: Private Limited Company
Nature Of Business (SIC(03)):
7110 - Renting of automobiles

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Accounting Reference Date: 31/12
Last Accounts Made Up To: 31/12/2009 (TOTAL EXEMPTION SMALL) Next Accounts Due: 30/09/2011 Last Return Made Up To: 23/05/2010 Next Return Due: 20/06/2011
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Mortgage: Number of Charges: 5 ( 1 outstanding / 4 satisfied / 0 part satisfied ) Last members list: 23/05/2010

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Previous Names
No previous name information has been recorded over the last 20 years.

COMPANY APPOINTMENTS

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Registered No.: [protected]
Name: ELSINORE GARAGE AND COMPANY LIMITED

Address: 10A ROYAL PARADE
CHISLEHURST
KENT
BR7 6NR

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Company Appointments: 3 / Resignations: 5
Resignations
To view details of other appointments held, click on the appropriate underlined name.

GOODWIN, MICHAEL STEPHEN SECRETARY
OAKLEIGH
RYE ROAD
RYE FOREIGN
EAST SUSSEX
TN31 7SX Appointed: 09/01/2008
Country/State of Residence: UNITED KINGDOM Appointments: 4

GOODWIN, MAURICE WILLIAM MR DIRECTOR
SWAN MEADOWS MAIN STREET
BECKLEY
RYE
EAST SUSSEX
TN31 6RN Appointed: pre 23/05/1991
Nationality: BRITISH
Occupation: COMPANY DIRECTOR
Country/State of Residence: UNITED KINGDOM
Date of Birth: 10/05/1946 Appointments: 2

GOODWIN, MICHAEL STEPHEN DIRECTOR
OAKLEIGH
RYE ROAD
RYE FOREIGN
EAST SUSSEX
TN31 7SX Appointed: 01/09/2006
Nationality: BRITISH
Occupation: VEHICLE HIRE DIRECTOR
Country/State of Residence: UNITED KINGDOM
Date of Birth: 10/11/1978 Appointments: 4

GOODWIN, ANDREW DENNIS SECRETARY
14 COLEBROOKE ROAD
BEXHILL ON SEA
SUSSEX
TN39 3PY Appointed: 26/11/1996
Resigned: 17/12/2007
Occupation: SHOP MANAGER Appointments: 4

GOODWIN, CHRISTINE MARGARET MRS SECRETARY
0WAN MEADOWS MAIN STREET
BECKLEY
RYE
EAST SUSSEX
TN31 6RN Appointed: pre 23/05/1991
Resigned: 26/11/1996 Appointments: 4

GOODWIN, ANDREW DENNIS DIRECTOR
14 COLEBROOKE ROAD
BEXHILL ON SEA
SUSSEX
TN39 3PY Appointed: 26/11/1996
Resigned: 17/12/2007
Nationality: BRITISH
Occupation: SHOP MANAGER
Date of Birth: 15/08/1975 Appointments: 4

GOODWIN, CHRISTINE MARGARET MRS DIRECTOR
0WAN MEADOWS MAIN STREET
BECKLEY
RYE
EAST SUSSEX
TN31 6RN Appointed: pre 23/05/1991
Resigned: 26/11/1996
Nationality: BRITISH
Occupation: SECRETARY
Date of Birth: 07/08/1953 Appointments: 4

LAMB, DENIS AUSTIN MR DIRECTOR
BACKFIELD PLACE
RECTORY LANE
WINCHELESA
EAST SUSSEX
TN36 6AB Appointed: pre 23/05/1991
Resigned: 30/04/1997
Nationality: BRITISH
Occupation: COMPANY DIRECTOR
Date of Birth: 24/01/1924 Appointments: 2
MORTGAGE DETAILS

Company Number: [protected]
Company Name: ELSINORE GARAGE AND COMPANY LIMITED

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Number of Charges: 5 (1 outstanding / 0 part satisfied / 4 satisfied)

The following details relate to all outstanding and part-satisfied charges for the company together with charges satisfied since 01/01/1987. Charges are displayed with the oldest first.

View charges from: to:
Satisfied

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Description: MORTGAGE
Charge is Satisfied Satisfied date: 14/11/1998
Person(s) Entitled: NATIONAL WESTMINSTER BANK PLC

Acquisition Date: Created: 03/09/1962 Registered: 11/09/1962 Form Type: Not Known

Amount Secured: ALL MONIES DUE ETC. Short Particulars: 3 UPPER PARK ROAD, BROMLEY, KENT. PRESENT AND FUTURE TOGETHER WITH FIXED AND MOVEABLE PLANT MACHINERY FIXTURES IMPLEMENTS AND UTENSILS

Forms registered against this charge: TYPE DATE
403a 14/11/1998

Description: MORTGAGE & GENERAL CHARGE Charge is Satisfied Satisfied date: 14/11/1998
Person(s) Entitled: NATIONAL WESTMINSTER BANK PLC

Acquisition Date: Created: 03/09/1962 Registered: 11/09/1962 Form Type: Not Known

Amount Secured: ALL MONIES DUE ETC. Short Particulars: OVER GOODWILL ASSIGNMENT OF GOODWILL CONNECTION OF THE BUSINESS AND BENEFIT OF ALL LICENCES HELD IN CONNECTION THEREWITH UNDERTAKING AND ALL PROPERTY AND ASSETS PRESENT AND FUTURE INCLUDING UNCALLED CAPITAL

Forms registered against this charge: TYPE DATE
403a 14/11/1998

Description: CHARGE SUPPLEMENTAL TO A MORTGAGE DEBENTURE DATED 3.9.62 Charge is Satisfied Satisfied date: 14/11/1998
Person(s) Entitled: NATIONAL WESTMINSTER BANK PLC

Acquisition Date: Created: 06/11/1986 Registered: 19/11/1986 Form Type: Not Known

Amount Secured: ALL MONIES DUE OR TO BECOME DUE FROM THE COMPANY TO THE CHARGEE SUPPLEMENTAL TO A MORTGAGE DEBENTURE DATED 3.9.62 Short Particulars: A SPECIFIC CHARGE OVER THE BENEFIT OF ALL BOOK DEBTS & OTHER DEBTS NOW & FROM TIME TO TIME DUE OR OWING TO THE COMPANY BUT SO THAT THE COMPANY SHALL PAY INTO THE COMPANY'S ACCOUNT WITH THE BANK ALL MONEYS WHICH IT MAY RECEIVE IN RESPECT OF ALL BOOK & OTHER DEBTS HEREBY SPECIFICIALLY CHARGED (SEE FORM 395 FOR FULL DETAILS)

Forms registered against this charge: TYPE DATE
403a 14/11/1998

Description: LEGAL CHARGE
Charge is Satisfied Satisfied date: 17/02/2005
Person(s) Entitled: BARCLAYS BANK PLC

Acquisition Date: Created: 21/08/1995 Registered: 31/08/1995 Form Type: 395

Amount Secured: ALL MONIES DUE OR TO BECOME DUE FROM THE COMPANY TO THE CHARGEE ON ANY ACCOUNT WHATSOEVER Short Particulars: ELSINORE GARAGE 3 UPPER PARK ROAD BROMLEY L/BOROUGH OF TOWER HAMLETS

Forms registered against this charge: TYPE DATE
403a 17/02/2005

Description: LEGAL AND GENERAL CHARGE
Charge is Outstanding
Person(s) Entitled: ABBEY NATIONAL PLC

Acquisition Date: Created: 04/04/2008 Registered: 09/04/2008 Form Type: 395

Amount Secured: ALL MONIES DUE OR TO BECOME DUE FROM THE COMPANY TO THE CHARGEE Short Particulars: 4 ELLENSLEA ROAD ST LEONARDS ON SEA BY WAY OF FIXED CHARGE OTHER PROPERTY AT ANY TIME HEREINAFTER VESTED IN THE COMPANY ALL THE COMPANY'S UNCALLED CAPITAL FOR THE TIME BEING AND ALL ITS INTELLECTUAL PROPERTY RIGHTS AND ALL OTHER F/H AND L/H PROPERTY THE COMPANY'S STOCK IN TRADE AND PLANT ALL IT'S LAND INTERESTS IT'S BOOK DEBTS BY WAY OF ASSIGNMENT THE RELATED RIGHTS THE COMPANY'S UNDERTAKING BY WAY OF FLOATING CHARGE

On March 7 2011 we hired a car for 4 days from Car Hire UK. On February 21, just after the internet negotiations for the hire were organised, with quoted cost of 129.80 pounds another amount of 570 pounds was debited from my partner's credit card. After emails and phone calls and an assurance by email that the money had been reimbursed into the account we still have not received the money back. I am Australian and have been hiring cars for 40 years and have not experienced this before.
Could you advise the legalities of a company keeping this "deposit"? How long? The fraudulent information provided to us by the company, that is that the money had in fact been reimbursed.
Rita Cleveland
ritabernadette.[protected]@gmail.com

we found the complaint procedure very effective and helpful, we wrote to them an expressed our concerns at a rude person who delivered our vehicle and the quickly resolved the complaint and gave us a free upgrade on our next booking which went really well, it just shows that you should let one old person ruin or make you think bad, let them know and it gets sorted very happy now, thank you CarhireUK, and i certainly read between the lines when reviewing the numerous complaints which look like are from the same person all the same issue!

I have recently dealt with Carhire3000 and am not being refunded my money for a booking I have cancelled. I was being sent to Dubai by my company - and booked a car for the period that I will be there. However my employer cancelled the trip and I was forced to do the same with my car rental. I have sent 4 emails to Carhire3000 with only one response being received with no comment on whether the booking has been cancelled or not or on whther my funds will be returned.

Hi
I was charged for a full tank of gas (on a re-fill when returning the motor vehicle in Nice, France - National Car Rentals). We were unable to fill the tank up as the petrol station broke down - however we were able to full the tank 95% full. This was pointed out to the car rental and they said this was fine and would be no problem. We were charged Euro 45. I have now complained to Carhire3000 four times (via emails and telephone calls) with no adequate response.

I NEVER complain (even when slightly ripped off) but I have chosen to this time as this is disgraceful. I have used Carhire3000 half a dozen times in the past 6 months and will be complaining on every site I can find as I am livid about the complete lack of respect shown to a well paying and loyal customer.

Regards
John