Drivalia Car Hire Heathrow Airport Reviews

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Unsafe vehicles, misrepresentation, character slander – and they still tried to keep my money. I booked a Kia Optima or similar, a well established D segment saloon. Drivalia gave me an MG ZS 1.5 petrol, a B segment crossover that is two classes below by any industry standard metric (including MG’s own). Within 20 minutes, the car displayed a red brake system warning instructing me to stop immediately. The vehicle was unroadworthy and had to be recovered by roadside assistance. The roadside recovery company said that despite doing only 30,000 miles the pads were completely worn out. While waiting for low loader to come get me and the car I read the reviews here about multiple others expressing serious concerns about safety of their cars. Back at the Heathrow branch, Drivalia offered me another MG ZS same model, same spec, same problem waiting to happen. I declined, unsurprisingly. While waiting for a lift home, I witnessed another customer return a broken down vehicle. This didn’t feel like a car hire company, it felt like a holding pen for vehicles unfit for the road. Rather than apologise, Drivalia tried to rewrite reality. They claimed the MG ZS was a fair equivalent, and when I rightly challenged that, they accused me of inappropriate conduct, saying I was agressive because I didn't like the car I was originally given. I was firm and explained the car they gave me wasn't the same. The manager snatched the keys from me and I was even approached by another member of staff who tried to imply I was suggesting he didn't know how to do his job. A slanderous attempt to discredit me instead of addressing the issue. They then refused a refund and fought tooth and nail to keep the payment, even when the evidence against them was overwhelming. I took the case to the BVRLA (their own regulator), who largely sided with them despite acknowledging poor communication having complained through their internal process. This cost them £104.50 to challenge. The cost of the hire was £126. I then raised a chargeback with my bank. Drivalia still tried to block it. My bank reviewed the evidence and ruled in my favour. Full refund issued. The experience was stressful, time consuming, and completely avoidable. It exposed a company that: - Supplies substandard and unsafe vehicles - Hides behind internal classifications no one else uses - Attacks customers when caught out - Fights refunds instead of fixing their service If you value your time, money, and safety DO NOT go near Drivalia Heathrow. Book elsewhere. I did and went to another car hire company up the road who have been nothing but exemplery!