CCL Vehicle Rentals

Assisted me throughout my claim, could not fault at all.

Working in insurance myself and having to deal with CCL on a credit hire basis I already knew that they were absolutely useless and completely incompetent but unfortunately after an incident I had no option but to accept the guaranteed hire car on my insurance policy with Allianz which had to come from CCL. I know what sort of company they are so took images of every part of the car when it was dropped off and asked if I could take out a collision damage waiver in case of any accident and was told no it's covered on your insurance. Disgruntled I thought fair enough. Unfortunately whilst using the car and trying to be too careful (yes this is such a thing) I scratched the side and advised the branch and my insurers. Then I get a nasty phone call from CCL when the car was returned to say the car is damaged - yes I know I informed CCL, couple of days later another call exactly the same thing!!!! Then I get a call to say they will be sending me the bill personally which I went mad at as I was told it was covered in my insurance - they say it wasn't an there was no insurance at all, then say there was but I agreed to a £350 excess! Absolute rubbish and then it turns out that despite their data protection checks on their phone calls they were on the wrong claim. Cue my insurers giving me compensation for their complete stupidity and advising me that the hire car was not covered on my insurance and was on CCLs. A couple of months later I get a demand for payment from CCL for £1200. Straight to FOS. Do not touch them with a barge pole!!!!!!!

I had a non-fault accident, the driver admitted full liability on the scene but then decided to change his mind when insurance got involved and denied it. Luckily I had 2 witnesses who stopped at the scene of the accident and left their details. 2 weeks after my accident I spoke to CCL has I was not getting told anything that was going on. I was told they had all the information they needed included witness statements and it had all been passed onto the third party insurer. I left it there and called again a week later it was in this phone call I learned that they actually had neither witness statement, so I had been lied too. They told me they had tried to call one of the witnesses but the number was unavailable and they had also sent a text. After this phone call I tried to call the witness and got straight through and he informed me that he had received no contact at all from CCL. The witness actually called CCL himself after this. Maybe a week after this I received phone call to inform me the third party was still not admitting liability and in order to keep my hire car I was going to have to claim through my own insurance. I obviously refused to do this as the accident was not my fault and CCL had clearly not done their job in trying to prove this for me. When I refused I was then threatened with loss of the car. After this I then contacted both witnesses myself and got witness statements off them within half an our, something CCL didn’t manage to do it in over 4 weeks. The car was taken away from me as I refused to pay out any money. Working 14 miles away from home I rely on a car quite heavily. I wish I could name the man I spoke to because he was so rude and aggressive to me. I have made a complaint against CCL which has not been acknowledged and have received no apologies. I have now received a pay out from the third party which was 7 weeks after the accident. My car is now in for repair but have now been without a vehicle for 4 weeks due to CCL’s total incompetence. This whole matter has caused me so much distress, I would heavily advise to NEVER deal with this company.

I was given a hire from these people when my own was hit by delivery van whilst parked. It was supposed to be similar to my own which was a 4x4 but they gave me a Focus which was too low and small for my husband and my 93 year old Mother. I requested it be changed but this was ignored. There were no mats in the car so inevitably a small amount of shoe dirt was in the drivers foot well. They said that this was 'unacceptably dirty' and I was charged £45.!! Will never accept a hire car from this company again.

Charged £35 + VAT because they reckoned my car was excessively dirty inside and out - BUT they don't make it clear that you have to vacuum and wash the car before return.

I assumed they would do this before they rented the car out again - I didn't think I had to clean the car for the next customer!!!!

They also claim my car was half empty when I filled up at my nearest garage which is less than a mile away - this is not right!!!!

I feel ripped off, this is the sort of stuff you read in the newspapers about car hire in Spain.

Daughter had a no fault accident on 29th November 2015. Third party admitted liability to his insurers so clear cut. She received a letter that he had claimed responsibility dated 4th December from Carpenters. She received this on 10th December 2015. I contacted CCL who didn't seem to know what they were responsible for. Was told they only deal with the courtesy car hire element and had no record of any responsibility from third party insurer. Apparently they don't deal with recovery side at all. The company who engage them Carpenters, told me they Do deal with all of it!!

Many phone calls later they finally arranged collection my daughters car on 15th December. We heard from the assessor that it was a total write off on 18th December. At the beginning of January a CCL staff member said they still did not know this. A different member however said they did. Toward the end of January ( so almost 2 months after the accident)they called to say that the car will be a write off and did we want it back. We said no of course not and they asked what we wanted to do with it ,if we wanted them to salavge it. We said they must do what needs to be done as we had never experienced this type of thing and did not know the procedure. They said they would arrange everything.

Long story short, on 25th January CCL told me that my daughter would receive a total of £12090 in settlement.This is the valuation from the third party insurers.They also stated the Third party will only pay this amount less the value of the salvage. So she will get a cheque for just under £9k from third party and have to get the rest from the value of the salvage ( just over £3100). Apparently the third party will not pay out the full amount if there is value in the salvage.We thought this really strange but trusted they might have finally sorted things.

I received a call from them yesterday 23rd February to inform me that the car is being returned to my daughter for her to arrange salvage herself.I was then told this was what I had requested. I said that was ridiculous and questioned whether they actually had a clue as to what they were doing.

In desperation I called the third party insurer yesterday and they can't understand why this would happen.

CCL are completely clueless. At present my daughter has been in one of their cars since 14th December at £34 per day plus vat and there is a bill of £1900 and rising in storage fees for her written off car. She is yet to receive any payment from anyone. Someone is going to have to pay these bills, probably everybody through increasing insurance costs. As it stands my daughter will get £9000 from 3rd party and a written of car on here drive and a load of charges. Also once she has a cheque from 3rd party she has to give the hire back within 7 days.Even though she has not received the full settlement.

This has been a stressful, frustrating, upsetting experience for me and my daughter who received an injury in the accident. None of this is my daughters fault. The third parties claim for his damage was arranged and signed off within the first week.If anyone is considering using CCL for ANYTHING PLEASE RECONSIDER AND SAVE YOURSELF A WHOLE HEAP TROUBLE AND WASTE OF TIME. Do the work yourself as it seems you have to anyway with this company who are supposed to be working for YOU.

I was put in touch with these guys through a local garage, should have just got my insurance to deal with it. Made me sign a contract for car hire which I did not need while mine was being repaired, with there huge bill to the other insurance company I ended up in court giving evidence , luckily I won with the at fault insurance company as I found out I would have been liable for the car hire costs, for a car I was forced to take. Avoid at all costs

Terrible! I dont think anyone knows whats going on! After arguing with them we finally got a like for like vehicle delivered! Tried palming us off with smaller cars ect! They try to make things incredibly hard! DONT USE THIS FIRM. On delivery car was over an hour late!

This company are useless they take back hire vehicles before your car has been repaired ... All this with no official notice stories change everytime you speak to someone different ... Only to be told " you were informed wrong"... There are no apologies or any sort of decent customer service I would never recommended them to anyone!

Returned car in a great condition, including having it washed, and a month later they charge £200 for damage which never occurred when I had it. .

There is no way they can prove you caused the damage and no way you can deny it, yet they have your cc details which they then just charge.

If you are offered this company as part of an accident management deal I would not use them. They failed to reply to two letters!