Cambridge Car and Van Rental Omdömen 

I needed to rent a car whilst waiting for my new one on order- we had a smooth experience with no isses

In September 2019, we found Cambridge Car and Van Rental (CCVR) while searching for hybrid car hire near us. CCVR still features hybrid offerings on their website (as of 28/12/2019), including the headline, “Our economic and green range of hybrids are the future.” However, *BEWARE*.

We sought a hybrid or electric hire because of personal commitments to reduce carbon footprints, and because our experience with a small hybrid was incredibly financially efficient -- ~60mpg, up and down the Highlands! Therefore, when we planned our Xmas journey, we based it on a small hybrid, doing a drive to/around Wales, ~60mpg. CCVR had a whole page of their site committed to their offering of such a hybrid car, so we booked one (specifically, Class 02H – a small hybrid) nearly 3 months ahead, for 7 days across the Xmas holiday.

Only @ pick-up (moments before our Xmas trip) were we told all hybrids were removed from their fleet. We could walk away and lose our whole Xmas holiday* (accommodations were booked) or taking a small automatic. We chose the latter, as it was too late to make travel changes. We politely expressed our disappointment and concern about fuel efficiency/economy. Indeed, the car ran at less than half the fuel economy of the hybrid we booked (<30mpg), more than doubling the fuel cost of the trip in the end. *Had CCVR communicated with us earlier, we could’ve planned very differently: rearranging some of our accommodations, or choosing an all-electric or some other hire option, not with CCVR.

On return, I was kindly asked how the trip / car was. I politely presented my opinion on 2 matters:
1) Having completed the trip and paid for all the fuel, we were disappointed with the hire, confirming the concern we expressed at pick-up re: the downgrade.
2) We were frustrated that even when booking 2.5 months in advance, the car hire was 40% more than if I booked a Class 02A just a week in advance.

On 1), the staff scoffed and immediately dismissed me with the rebuttal, “Well why did you take the car then?!”. This whole situation is a twist on a classic case of receiving a “free upgrade”, albeit to a less economic car class, because the car you hired is unexpectedly unavailable; except in this case, the class of car was completely / indefinitely removed from the fleet, and the alternative class is more than twice as expensive to fuel. Therefore, the response is a bit offensive to the customer, blaming the customer when the company should inform clients in advance that the class of car they hired has been indefinitely removed from their fleet -- especially such a unique car class as a hybrid. The response was also unsympathetic and poorly delivered, as I was responding honestly (and politely) to their customer service question. *NOTE: The CCVR staff later argued that, had we gone to a national chain instead, then we might've been informed about a change in car class a week before pick-up, and I would have been no better off. These responses are deaf to my real frustration, i.e. the lack of communication, or acknowledgement / sympathy of the additional costs incurred because of it.

On 2, I was dismissed as this is simply the uplift due to holidays. There does not appear to be an uplift for the Easter Break in 4 months. We shall see what the uplift looks like in a month, i.e. if it’s anywhere near 40% over today’s price; fair enough if so.

In closing, it cost substantially more to hire from CCVR because of a lack of communication from CCVR; and then the customer service situation was incredibly unfortunate in the end. We would’ve appreciated: (i) communication that the car class we hired was retired from the fleet; and (ii) a human response to the predicament we faced picking up the car, and the added cost. Due to their discontinuation of the hybrid offer, and this hire experience, we’ll go with other options for cost-efficient, fuel efficient car hire in the future. There is an appeal of car hire clubs, peer-peer offerings, etc., which do not have such short-term price-surges, and offer more efficient options.

Good clean, new vans and professional service. However, we were told the deposit (100 pounds) would be returned within 5-10 days and even earlier. However, when we called we were told the system is set up to return the deposit on the 10th working day (w/e are not included). I guess with 85 of a fleet they are able to generate some interest but there is no reason they cannot return the deposit after 5 days.

Amazing customer service. Very personal and professional at the same time.

Having known CCVR through Independent Cambridge when I found my client, Stage One Interiors, needed me to supply a short wheel base van, I didn't hesitate to contact Debbie at CCVR.

As an interiors business it was important for us to look smart on site.

Our VW transporter was clean, new, a superb drive and to top it off, the most stunning colour - what a bonus!

The service is excellent and now on our third hire we wouldn't hesitate to recommend CCVR.

Great value for money and reliable, clean, 'good looking' vehicles.

Good value and excellent service. I have used CCVR for a number of years and never had anything but an extremely good experience. Can recommend them unequivocally.

The car has a scratch when we took it. Deliberately or not, they marked it on the other side of the car on the checkout sheet. We failed to notice that trick. When we returned the car, they charged us £350 for the scratch!!!

Very good company to rent cars from. I dealt with Debbie who was super professional, answered my questions promptly and made it a great experience. Have a merry Christmas guys!

Unfortunately, I cannot say they value their customers like other reviews below. After making a booking and being asked to turn up at 17:30 ("if you can get there earlier, that would help"), I was denied a van because I arrived at 17:31, even after calling them TWICE on the way there to say I would be there as quickly as I could. It took me an hour to get there from Hitchin and they declined because I am 1 minute late?

Turned up to them still in the shop and even though all of my details were on their system from previous bookings, they could not possibly stay an extra 5 MINUTES to take payment. Neither of the two people there could do it.

Instead, without even looking at me, outright told me no and awkwardly walked past me and left. Absolutely unbelievable.

They are the cheapest in Cambridge and that is clearly reflected in their business ethics. I am still chasing my refund after being told 2 or 3 times that I will have it the next day, or the next day etc etc.

This is my first bad review, as I don't normally leave them, but this was unacceptable behaviour.

Thanks guys for being one of the only rental companies around that actually value and appreciate their customers. Such a pleasure to visit. Friendly, quick and hassle free car rentals. Email replies are super quick and everything all round is spot on. There’s only one place to rent from!

I am a fairly regular user of CCVR and find that they always have available a good range of vehicles that are competitively priced and are in great condition

Excellent Service every time, always friendly and polite, would highly recommend them to anybody needing to hire a vehicle.
Cars are always very clean an fully fuelled ready to go.

Warm & friendly, hassle free service. Very competitive rates, couldn't recommend more.

This is a great company, very efficient and good service and it's good to support a local business and not a chain!

Nice easy online booking and quick response.
Friendly, efficient reception when you collect.
Almost new vehicles and excellent pricing.
I've hired several times, always the same service and never any silly quibbles on returning vehicles.
Highly recommended.

A student-friendly car rental service. Discounts for Cambridge Uni students and the only one that accepted debit cards.

great company, friendly staff. Smooth and quick pick up and return.

Great hiring experience as usual. Helpful staff, no hidden charges. Car is good.

Everything was fine but I didn't like that there wasn't a dropbox for returning the car and the key on Sunday night rather than being forced to get up early on Monday morning to turn in the key. I've rented cars all over the world and I can't recall any cases where off hours return wasn't possible.