Drivalia UK - LIVERPOOL CITY Avis 

Very happy with the service. The car was great.

Small issues with insurance but had the car back early in the morning and Karl at Liverpool depot left me to the airport much appreciated

Wish I hadn’t booked with Drivillia. Arrived at Manchester airport to be picked up by shuttle bus which was a smooth transfer in July 2026. The car had plenty of scratches and miles on the clock which we took photos of at the time. Drop off was at Liverpool in a run down industrial area early Sunday morning with no one to inspect the car so dropped the keys in the letter box.We had to walk 15 minutes to the airport as no shuttle bus was available. Charged 385 pounds for a new scratch they had found which was deducted from my credit card. Rang several times to complain but was fobbed off as I requested a breakdown from an approved insurance repairer. I am not the only one caught by this company in this dubious practice and it beggars belief that this business is allowed to continue trading by finding fictitious scratches on cars and not repairing the old scratches to trick customers and deduct money from their credit cards .
Folks do not hire a car from this company.

Wow. Just witnessed the poorest customer service from Drivalia.

I had a car booked for 2 weeks due to pick up at 3pm 05/09/26. I was running late due to traffic, rang the branch directly about 20 minutes before to advise them.

I turned up approximately 10 minutes late to be told the booking had been cancelled due to not being there by 3pm and I should have read the terms and conditions.

I was then given a printed copy of Drivalia's 'Grace Period' in the terms and conditions by Gareth who conveniently omitted the last line of the grace period on his print out which states :

'In case of delay, reservations will be held for 59 minutes from the specified reservation pick-up time, after which they will be classed as a no-show and standard cancellation charges will apply'.

Despite telling me numerous times I should have read the T&Cs Gareth hadn't done this and I had done absolutely nothing wrong as the customer. The booking must have been cancelled some time between 3pm and me arriving around 10 minutes later.

Drivalia's customer service is shut so no help available.

I would like Drivalia to contact me via my mobile regarding a full immediate refund (booking reference 739918471)

Great service as always. Gareth couldn't have been more helpful and delighted with the car!

Arrived 90 mins late to pick up my car due to delays at border control. When I arrived was told they had hired my car to someone else AND they would be keeping 100% of my money too.

So they made double money the thieving gits.

If Inpaid for 19 days rent the car should be there for 19 days not 90 mins .

Scam company.

Jhosh was excellent today. Perfect customer service, lovely Audi for the weekend. Great experience.

It was a great experience with bobby from the liverpool branch very helpful and informative

I returned my hire vehicle today after a 2 week rental and I've had nothing but the best experience due to the helpful, friendly and professional service from Josh and Rob at the Vauxhall Road branch. I originally had the car for 1 week but needed to extend it for another week. A quick phone call to them helped me extend the hire within minutes. This is the second time I've rented from there and it won't be the last, due to Josh and Rob. Thanks guys!

The Staff are very friendly and helpful and answered all my questions to put me at ease.

The customer service was brilliant, made my booking process feel so relaxed and easy and the car was amazing too. Felt very looked after from start to finish.

The staff at the Liverpool city centre branch are excellent. They are so friendly and helpful they really put you at ease. This is the only place I will go to when I need to hire a car or van and don't hesitate to recommend them to friends, family and colleagues

I booked a car from Lime Street station - when I arrived i noticed at the very bottom of the email in tiny print a request to call an hour before arrival to confirm - this should have been made much clearer. When I called to say I had arrived, the person on the phone said someone would come out to collect me (again it was not clear on booking that the car wouldn't be AT the station). I waited for half an hour, called again and then they said the branch was short staffed and they couldn't confirm when they could collect me. 'Someone' would call me back. I called again 15 minutes later, managed to speak to the person at the branch who said noone could collect me that day(!) and if I wanted the car I would have to collect it from them, which was a 20 minute walk, and if I didn;t get there within 2 hours of the original time by booking would be cancelled. If I had been told that when I first called, I wouldn't have wasted 1.5 hours of waiting, phone calls and walking. Then the person on the desk tried to sell me additional insurance by telling me that the excess insurance cover i had booked was inadequate (not true). Poor communication from start to finish.

Avoid, use a reputable company instead

Be careful, expect hidden fees and customer service not customer friendly. You will be charge for anything and everything, so read small print and double check. I have been charge unfair twice there and not going to be using that company again.

Absolute worst car hire company in history. Crooks, warning do not use them. The car we hired was absolutely awful. Wasn’t cleaned on arrival. Car place was no where near Liverpool station as indicated and when we returned it they tried to say we scratched it which we did not. Go thru Hertz or a decent car company. Complete criminals!

On a previous rental we were given a car that turned out to be non road worthy. We had to break our journey and exchange it at another Drivilia centre. We thought this was a one off incident but on our most recent experience with Drivilia have had yet another issue.

We rented a small car and on returning it we were charged over £800 for damage to the bodywork. Initially they sent photos of 2 other cars to prove the damage. Neither of these were the car that we had rented. When we informed the branch of this we were eventually sent before and after photos of the car that we had rented. We believe that the 'damage' that they quoted was already there when we picked up the car. Despite contacting the branch and the head office more than 5 times we have had no response from Drivilia to our request for them to review the supposed 'damage'. The only communication we had was that it had been passed to the branch manager. However when we phoned the branch we were told that head office deals with these matters. We will not be renting with them again and would urge any renters to fully investigate the condition of the car pre-rental.

The customer service number on the website does not function it is almost as if they do not want to be contacted.

05/06/2026
AFTER RECEIVING A STANDARD REPLY VIA TRUST PILOT ASKING ME TO LOGIN TO THE CUSTOMER SERVICE PORTAL I TRIED THIS AGAIN ONLY TO GET A MESSAGE SAYING BOOKING NOT FOUND OR STILL BEING PROCESSED. IT GAVE A TELEPHONE NUMBER 02030044199 TURNS OUT THIS IS AN INVALID NUMBER. YET MORE EVIDENCE OF DRIVILIAS INCOMPETENCE.

Phil at Liverpool Centre was excellent. Very personable, knowledgeable and friendly.
Would not hesitate to use again.

1st time customer very happy with the service and vehicle will be coming back

I have been a DRIVALIA customer some years now and hire cars when I visit home to see my family ! Customer care goes a long way in the DRIVALIA BRANCH VAUXHALL ROAD LIVERPOOL !!! JOSH & ROB make my experience outstanding ! Always a friendly face and the level of customer support is Amamzing I wouldn’t go anywhere else !

Sharon Louise lackey