Vroom Vroom Vroom

Despite the 4 stars this company had earned, there is a very good reason why they do not deserve a 5 star. I booked a car through their website and the process was straight forward. But that's the end of the customer journey map. What follows next is a series of customer pain points which include, confusion, frustration and dissatisfaction. I paid for the rental fee and insurance with a credit card. When I went to pick up the car the following day at Thrifty, I was charged the rental fee and had to pay the insurance fee again. I showed them I had booked the car with Vroom x 3. Apparently, that was not valid and was told by the customer service representative at Thrifty that I would have been better off booking the car through Thrifty in the first place! That was the biggest and unexpected surprise waiting to happen. No transparency whatsoever. If there's one thing us customers do not want to happen, it's unexpected surprise. So I basically paid for the same service twice! Vroom x 3 certainly knows how to piss a customer off! If I had known that Thrifty was going to charge me when I arrived at their doorstep, I would not have bothered with this bloody thief of a company called Vroomvroomvroom. If you are familiar with ZMOT (Zero moment of Truth) Vroom x 3 would be wise enough to consider that we live in a society where consumers can now talk freely to one another and exchange experiences and information via social media and review sites such as this. Just another company with crappy business model wanting to take a fraction of the pie without regard to providing value to consumers. Stay away from this company by all means if you don't want a crappy day.

The customer service (Ms Kim Butler) is very helpful and reliable. She willingly followed up with Thrifty to help me solving the dispute between Thrifty and me.
I was being charged extra and was unsatisfied with the invoice issued by Thrifty - which was not transparent (certain charges were put on me without proper explanations)

After rounds of rounds of communications, I am now able to get my reasonable refund back, thanks to Kim's help.

Vroom Vroom advertises that you can cancel easily, but in actual fact you cannot do it online or through them. They advised me to call the car rental company and cancel the booking, which was difficult as I did not have access to a phone. Other car booking services cancel for you and as they should.

Car rental application process was smooth and user friendly.
The main point of this review is to encourage would-be users of vroomvroom to be clear of what to expect should you choose to purchase car excess insurance through vroomvroom ('3rd party insurer') rather than directly with the car rental company that vroomvroom links you with.
Should any excess payment be due at the end of the rental period, you would still have to pay the full excess amount to the car rental company first, then wait for more than a week (which is where I am now) for the rental company to send you the repair invoice, which you would have to submit to the 3rd party insurer together with other required documents which the rental company will provide you with.
11 days after returning my rental car and being charged with the full $4000 excess by Budget on my credit card, I'm still waiting for the repair invoice from Budget, which I will submit to the 3rd party insurer before they can even begin to assess my claim. (to be fair, Budget promises to refund me the unutilised portion of the $4000 after repair costs have been accounted for)

I hope this gives a fair idea of what to possibly expect should you purchase car insurance through vroomvroom's website, rather than directly with the car rental company, and end up in the unfortunate situation of having to pay excess (in my case, it was for a scratch at the back of the car which I only discovered when returning the car, without any inkling of how the scratch came to be)

I appreciate that vroomvroom provides a link with 3rd party insurers when renting a car through their platform.
I do think it's important to know what to expect when you do purchase insurance through this link.
Purchasing insurance directly with the car rental company may cost more, but saves all the work that I've described above, which still remains to be completed.
You make the choice.
Caveat emptor, and cheers.

The service was ok and the car was new so that was ok too but it was a total ripoff - much more expensive than if I had gone direct to the car hire place. Expensive lesson learnt and I wont use this company again

Customer service was excellent
Every detail was handled promptly and all our requests were met in a professional manner and experience knowledge

Handy online chat feature which helps interstate visitors with questions. I have not used the online booking service yet and will keep this site in mind for price comparisons when i have figured out the particulars like depot locations and dates.

Thanks Riz for changing our pick-up time. Effortless .... a great start to our Christmas holiday without too much time required

I supplied the wrong email address and Zandra was most helpful in fixing and resending my booking. Great online chat service!

I reserved a premium group car with Hertz through this platform more than a month in advance. Upon arrival in Melbourne, I was given a car from a group much cheaper than what I reserved but was charged for premium group. When I raised this with customer service of both Hertz and Vroom, I was told, not in so many words, that my reservation does not mean anything. lesson learnt: you have more consumer protection being a walk in, at least you pay what you get. The maddening thing about this is the attitude of the customer service of vroom. Not only are they not helpful, they are arrogant. The bragged that they have 700 customers a day and that too bad, you are an isolated incident- no assistance whatsoever. They earn a profit from the insurance and my personal data and basically telling me to "go away".

Service was great I had questions that were quickly answer and any fears that I had in making a booking and finding extra charges was quickly dispelled. Awesome service and result for me so I definitely made a booking after being referred to this site.

Quick response time and accurate answer within minutes. Much appreciated help and assistance. Would recommend to use this service :)

Riz was really helpful and fast. She helped solved my problem within 5 mins. Appreciated the help
Thanks a lot!

Riz was quick to anser my enquiries i always go to vroom vroom to book cars if you want quick responses recommend these guys

I have been using this site for many years, and always saves me time. Today I had a question that "Zandra" sorted out very quickly and put my mind at ease. Thanks, and have a safe Christmas Season :)

Fabulous customer service they were prompt and helpful. Would recommend using this service to anyone looking to book a vehicle.

I love using Vroom Vroom Vroom to get the best value car hire - primarily its a great comparison site. I've always found them incredibly helpful when plans change, come unstuck or even if booking details are lost etc. Far more so than the individual hire companies. Great local call centre and very responsive to email!! Thanks so much!!

Jime helped me in amending my car hire booking. She was very professional and her prompt action was excellent. I have not seen the vehicle yet as our trip won't be until next year.

I had to make a change in my booking details, and was IMMEDIATELY served online by one of their service personnel Patrick. He was very efficient and with no-questions-asked, swiftly assisted me in my requests.
I have yet to pick up my car, but with such service at the start, it is indeed promising indeed. I will definitely write another review at the end of my car rental experience in mid-December 2018.

Rizza ,was very helpful and talking to her was like chatting to a friend ,she helped resolve my booking time issue in a flash .Keep up the good work ,will definitely use Vroom for all my future bookings .