Avoid at all costs
Avoid at all costs! Sent us a car instead of a MPV van, showed up 45 minutes late and didn’t know where they were taking us. Booked a round trip to London, with a MPV van for £500. A Tesla model Y showed up (not a MPV, just a regular car) to fit 4 people and bags. Ended up leaving our bags home as the car was too small, and we were crammed in the car. Finally managed to get someone to pick up a call, to be told the wrong car showed up and they would look into resolving for return in the evening. For the return journey the driver showed up in a MPV to THE WRONG LOCATION, and was 45 MINUTES LATE. Even better, the driver didn’t know where he was taking us. After endless emails with this company, gaslighting me, they have concluded that we caused the company a debt by switching out the return car to a MPV and the original car sent was adequate for our needs. They have offered their apology and a £25 partial refund. I wouldn’t recommend this service to anyone, their coordination with the drivers is shocking, and are dishonest. Have asked for my deposit back as the service provided didn’t match what I booked. They have refused.
Reply from Dorset Comfort Cars
We are extremely disappointed to read a review which we believe significantly misrepresents the circumstances surrounding this booking.
The reservation was made for 4 passengers under our MPV category, which clearly refers to vehicles suitable for up to 5 passengers together with the luggage allowance displayed within our booking system. Larger van-style vehicles are listed separately under our “8 Seater” category.
The Tesla Model Y provided for the outward journey was a premium 2024 vehicle selected to provide a spacious, comfortable, and high-standard travel experience. Following concerns raised on the day, we nevertheless arranged a premium Mercedes V-Class executive vehicle for the return journey at the original agreed booking price, despite the substantially higher operating costs incurred by our company in doing so.
We have already acknowledged and apologised for the delay relating to the return pickup. However, despite the claims made within this review, both journeys were completed successfully and extensive efforts were made throughout the day to accommodate requests and resolve concerns professionally.
We categorically reject the allegations of dishonesty, fraudulent conduct, and “gaslighting”. At all times, communication from our company remained professional, polite, and fully documented. We also offered a partial refund as a gesture of goodwill despite not accepting the allegations made.
We are proud of the service we provide to our customers daily, reflected across our long-standing customer feedback, repeat client base, and professional reputation built over many years.
We will not engage further in a public dispute regarding this matter, however we remain fully comfortable providing complete booking records and correspondence should this ever be required through the appropriate channels.