Pentagonhire Avis 2

I strongly advise not to use this company.

I hired a Luton van from Pentagon Cheltenham in July 2025. I had no problems with the van. It was nearly new. I drove the van carefully and did not so much as brush any trees. When I returned the van they said there was a mark (definitely not a dent or even a scratch; more of a light scuff) on the van which they claimed wasn't there when I took it out. They therefore withheld my £200 deposit. The only "evidence" they had was a photo of the entire side of the van where it was clearly impossible to see if the mark was there or not.

I have a recorded telephone conversation with them where they openly admit that even if the mark cost, say, £10 to fix, they would still retain the full £200!

I therefore had no option but to take them to the Small Claims Court.

I WON.

They were ordered to repay me £200 plus £35 costs. Even then, they at first only refunded the £200. I had to chase them for the £35.

Unless you want false accusations and rude shady practices avoid this company. I'm surprised they're still in business.

I came in this morning at 9am to collect the van from your Cheltenham space but no one was there.
I then called 03332595027 asking for help. I was told the van I reserved and paid for was not available.
I said I could see lots of vans parked right in front of me which would do the job. I was told I had to pay an extra to get one of those to which I replied saying that as a customer who reserved and paid for the van hire and got there at 9am sharp I should probably not be charged any extra amount. Instead I think I was owed an apology for all the inconvenience and a complimentary "upgrade" to minimise the trouble. I was let down by not getting a van, I was also being asked to pay more because of the Pentagon's mistake and not mine. By the way a bigger van is not actually an upgrade as it needs more fuel and it's more difficult to manoeuvre. Instead of trying to solve my problem the person on the other side replied saying he would just issue a refund and not give me any other van at all.
When I complained about it and asked the person on the phone to put himself in my shoes he got angry and disrespectful and that's when I decided to end the call.