Reward Van Hire

Max Birtles

14 Sep, 2022

London

A very disappointing experience. I called up 10 rental companies to get quotes for van hire and this company was considerably cheaper. I saw this company had good reviews online so decided to give them a go. When I turned up they gave me a smaller van than what I asked for (hence the cheaper quote) and the manager was very hostile and dismissive when I queried this. He said that I didn't ask for the right van, but all the other companies I've rented from over the summer seemed to get it right... It was too last minute to find an alternative at this point so we had to make it work. We needed to unload from another van to the van I was hiring from Reward so asked them before hiring if it would be okay to unload outside their premises. They said that's not a problem and people do it all the time. When I turned up I was expecting to find them on an industrial estate with plenty of space to unload, but it was instead on a very claustrophobic residential street. The manager backed the van into a disabled parking space and told me to unload there. I asked if there was not a better place to unload and he said there wasn't and I wouldn't be bothered. It didn't feel right unloading in a disabled space, but without an alternative option we had to make do. In the time it took to unload we had 3 different people ask us to move because they needed access to the disabled space. It really was a total mess and they need to relocate to somewhere which has the space to facilitate the type of business they are running. It was an uncomfortable and unnecessarily stressful experience. I've had to unload at Sixt & Enterprise depots before and there were no issues at all. There was enough space and we weren't bothered by anyone. I called up the day after starting my 2 week rental to say that I no longer needed it for the full 2 weeks and instead only needed the van for 1 week. I spoke to the manager who said he'd refund the difference and that's not a problem. Business needs change and whenever I've done the same with Sixt it's never been an issue so I didn't think anything of it. I returned the van after 1 week like I said I would, but never heard from them about the refund. I've been chasing them up about this for a while and finally got through to the manager who said it would be a credit note and not a refund. I queried this and attempted to complain about the loading situation, but he wouldn't let me speak. He kept talking over me, said I need to "grow up", that he was going to "terminate the call". He didn't give me a chance to say my piece. After talking at me and insulting me he hung up. He's more interested in talking over you and telling you how it is instead of listening to your customer needs, taking on board your feedback and providing a good customer experience. Now I find myself in a situation where if they don't refund me I'll have to use them again even after being spoken to so rudely and made out to be the problem. Manners cost nothing and it's a shame this company let me down. Sixt are much better and I'd recommend people to use them instead. They are always polite, go above and beyond to help wherever possible, and if you have a complaint you can be sure that they will do their best to resolve it instead of talking over you, insulting you and hanging up like Reward's manager does. Sixt uses vans which are more modern, have parking sensors, and cost the same so it really is a no-brainer. ***Be careful*** The manager will promise one thing on the phone to you but deliver something different when it comes to it and if you query it he'll blame you and even insult you. He doesn't understand the concept of providing good customer service to get repeat business. It's his way or the highway. I guess I'll choose the highway... Exactly how reward have 4.9 stars is beyond me... AVOID!