Car Call UK - Waterlooville

Phyo

Terrible Experience with Car Call – AVOID at All Costs!

I was recommended Car Call by a trusted body repair garage, who assured me they could provide a hire car within 24 to 48 hours. However, my actual experience was far from that. It took nearly a week to receive a hire car, despite providing all the necessary documents right away. The delay was just the start of a long string of disappointments.

Car Call uses a mishmash of third-party accident management and car hire companies, and instead of taking responsibility for their service, they play the blame game. I was constantly told that the delays and issues were out of their control and I had to chase these third parties myself. I spent hours on the phone, making dozens of calls, just to get any movement on my case. In the end, they managed to contact yet another third-party company to supply the hire car, but the service was abysmal throughout.

Their website claims, "Car Call and its partners will provide a comparable replacement vehicle as part of our service. This means we will endeavour to supply a hire-vehicle that similar to your own in terms of its type, make and engine size." but this was a complete joke. The car they finally delivered was nowhere near comparable to mine. It’s like owning a BMW M3 Competition with 510hp, and being handed a BMW 3 Series 320D with just 180hp. Same manufacturer, but completely different cars – not even close to the performance or type of vehicle promised.

To make matters worse, the hire car arrived in poor condition – several body panels were damaged, the wheels were scuffed, and, shockingly, the door didn’t even open properly! One night, I found myself stranded when the door lock wouldn’t work, and I couldn’t get back into the car. I called Car Call in a panic, but they told me there was nothing they could do until 9am when their office opened. I was left alone in the middle of nowhere, in the middle of the night, with a car that wasn’t even reliable.

It’s now been days (UPDATE: reported this issue on Monday and they finally agreed to replace the hire vehicle on Friday), since I reported this issue, and I’m still stuck with this unreliable, damaged hire car. Despite multiple phone calls, Car Call has done nothing to resolve the situation. Their lack of responsibility, constant avoidance, and failure to provide a decent replacement car has left me beyond frustrated.

I would strongly advise anyone to be careful and do a research first before using Car Call as they will tell you it is nothing to do with them and they don't have control over 3rd party companies they use.

kevin Lewis

Delivered a good outcome. Friendly interactions but a very protracted process. If you choose accident management in order to have single point of contact end to end, then probably not for you. You will need to provide their partners (Kinnertons) with much of the same information which leads you to think you might have been better to just go straight to Kinnertons in the first place and cut out all the duplication. On at least two occasions I was asked to supply information that I had already supplied. Further, you will need to speak with the repair shop and the replacement vehicle provider. Would have been 5-star if it had been a single point of contact and no duplication

Neave

I have just had a rather pleasant phone call with Lynne from Car Call UK. Might I say that she is quite an asset to her team, she has made the entire process very smooth and stress free for me and has taken the time to explain everything to me in detail. The follow up has been made very easy, through WhatsApp message. 10000% I would recommend contacting the team Car Call UK if you are in trouble!

Ali Granger

This is the second time I’ve dealt with the team at CarCall for a non-fault accident as they take away the hassle of making an insurance claim, especially as it was over a weekend. Cheryl Spencer dealt with the claim from start to finish keeping me updated throughout the whole process. The courtesy car was delivered out and the car was collected by the repairing garage who were on time and professional. From the estimate through to the completion of the repairs I was kept up to date and the vehicle was returned good as new. The whole process was stress fee and I highly recommend CarCall to anyone looking for a high quality, professional service. Thanks, to Cheryl and her team and Cambridge Accident Repair Centre their hard work and excellent customer service.

Nathan De fano

Thank you to the wonderful staff who helped me in such a stressful situation. They managed to get a vehicle out to me same day and arranged the repairs for me at my chosen garage. They guided me through the whole process to make sure I understand everything - thanks again!

Lambeth Motors

I have used Car Call for a number of years for my customers who have been involved in non-fault accidents. Car Call always go above and beyond and ensure the customer is looked after the whole way through. Fully reccomend for anyone looking for someone to deal with their non-fault accidents.

Ben Hitchens

Service was cracking! Had a non fault and they made it all so easy. Thanks Team, would definitely recommend.

Vadim

Big thank you to Car Call UK and a special thanks to Rhys Little for making everything simple and easy.