Albany Assistance Ltd Reviews - www.albanyassistance.co.uk

★★★★☆
4.0 / 5
77.0% of users recommend this
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Latest Reviews

★☆☆☆☆

“Total rip off”

Written on: 20/08/2014 by ketka1970 (1 review written)

Stay away from Albany Assistance!! Our car was involved in hit and run accident while parked outside the house.There were witness and the driver came forward later. Our insurance referred us to Albany Assistance... Albany Assistance was not in rush to provide us with a courtesy car. Be aware - read terms and conditions of the car hire! They charge 3times more then anybody else !! They charging us 14400 for a 6 weeks of car hire which third party doesn't want to pay!!!! They want us to be… Read Full Review

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★☆☆☆☆

“Rip off - they use the 'small print' to get you. BE WARNED”

Written on: 20/08/2014 by 474Peterson (1 review written)

They delivered the car with '15 pounds of fuel in' and told me 'to return with 15 pounds of fuel in to avoid charges' i did - in fact i put 20 pounds of fuel in just in case. The a 15 pound surcharge for fuel was taken from account from the card i registered for security. I called them about it. Even though they told me on delivery of the vehicle to put in 15 pounds to avoid the further charges, which i did, they state their small print says that a 15 pound charge will be taken anyway… Read Full Review

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★☆☆☆☆

“Terrible Service”

Written on: 16/08/2014 by Dalia349 (1 review written)

My car has been with then for two weeks on Monday. I called today and they are still waiting on an engineers report. The girl could not inform me when the repair would be carried out. The other paties insurance company called me a week and and half ago and informed me the other party has admitted full liability and Albany are informed of this.The girl tried to tell me the other party hadn't informed their insurance company. RAGING… Read Full Review

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★☆☆☆☆

“Most Incompetent Useless Company I've Ever Used”

Written on: 31/07/2014 by jasminpurewal (1 review written)

I made a no fault claim, I wasn't in the vehicle when an eldery man went into my car while it was parked in the doctors surgery. Luckily for me he admitted liability and I reported it to my insurance. Having an old car, their engineers wrote my car off and I was owed 1,200. I had the most drawn own process that continued over a year, Albany were so incompetent and never bothered to chase my claim or my money. I was ringing twice a week and every time I got the same "oh yeah we should have… Read Full Review

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★☆☆☆☆

“Absolutely Disorganised and Rude!!!!!”

Written on: 31/07/2014 by Lockhart445 (1 review written)

Where do I start.. They “deemed” my car as “un safe to drive” although it passed its MOT!!! They tried to charge me for the hire of the vehicle because I was travelling and they couldn’t arrange to “immediately” collect my car although they had already previously booked the appointment for collection of my car a week prior for two weeks in later in the month!!! If you like to project manage the repairs and the hire vehicle then great use this company! Albany do not… Read Full Review

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★★☆☆☆

“still on hold!!!!!”

Written on: 30/07/2014 by ceriweb (1 review written)

been given a courtesy car from this company, they didnt contact in any way but an email asking me to contact them or i will be charged for the car, tried calling them once and got cut off, I'm now on hold waiting to speak to them, its such a waste of my time, they have my number i dont understand why they can't be bothered to contact me… Read Full Review

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★☆☆☆☆

“worse company ever”

Written on: 30/07/2014 by klymcdm (1 review written)

unorganised. made me miss a day off of work by cancelling appointment 1 hour before was due to take place because they had forgotten to send me documents. really time and energy consuming. i would avoid… Read Full Review

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★☆☆☆☆

“Refuse any approach from Albany”

Written on: 28/07/2014 by QuinnMcCartney295 (1 review written)

They're more bothered about their best interests rather than their customers. They've had my car for over 3 months but are now giving me it back when it's not even finished because it's classed as road worthy and the damage remaining is only cosmetic. I disputed this but they're ringing me every day to pick up the hire vehicle and drop off my unfinished car. My advise is never take a hire vehicle from these guys, request one from the 3rd party insurers. Also read more reviews before going ahead… Read Full Review

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★★★★★

“better than using your insurance company.”

Written on: 27/07/2014 by 54Vaughan (1 review written)

I was the victim of a hit and run, my insurance company AXA were not very helpful. The police caught the person responsible so i thought it would be straight forward with my insurance company, how wrong was i. They told me that i had to use some backstreet repair center instead of Audi and i could only get a 1L small courtesy car and if i did use the manufacturers repair service i would have to pay around half the bill and may have a % of my NDC deducted from my policy. I used Albany and… Read Full Review

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★★★★★

“friendly helpful and speedy”

Written on: 25/07/2014 by robert122 (1 review written)

firstly I was a bit worried as I thought my insurance company sorted everything out and not passed it to others. following my first contact with Albany I felt reassured and my worries had gone, the operative I spoke to was very helpful and explained everything very well. they arranged a replacement car and the collection of mine very quickly. I only waited about 2 weeks for my car to be assessed and repaired so helped to minimise the use of the courtesy car and over all costs to the… Read Full Review

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★☆☆☆☆

“Appalling. Avoid this company at all costs.”

Written on: 25/07/2014 by hannahjhan (2 reviews written)

This company makes false representations. They claim to be regulated by the FCA but they are only regulated for admin, not claims handling. So when you try to complain about their atrocious service you won't get anywhere. This company collected my vehicle that was crashed into outside my house and kept it for 52 days. They have returned it to me with a dent and two electrical faults that they refuse to address. The whole experience has been stressful and exasperating from beginning to end. They… Read Full Review

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★☆☆☆☆

“The WORST car hire company to use!!! Stay away!! ”

Written on: 13/07/2014 by IzayahLeblanc421 (1 review written)

My overall experience with Albany was exceptionally poor. After being in a serious crash on the motorway the last thing I needed was unhelpful and inconsistent service from my hire car company. I will certainly not be using Albany ever again! I found the female operator in the 'collection' department to be very rude and off-hand with me. She was sarcastic and when I explained I was going away on holiday and that the drivers needed to arrive before 11 on Saturday 21st June, as no-one was in to… Read Full Review

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★☆☆☆☆

“Let down”

Written on: 28/06/2014 by SashaDunlap (1 review written)

No help at all.customer service is crap.my car was hit whilst parked outside my house I was passed on to these by my insurance company.ive ended up out of pocket and stressed.i had to make all the phone calls and do all the leg work I basically did there job for them.WOULD NOT recommend this company to anyone stay well clear… Read Full Review

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★☆☆☆☆

“Watch out for car hire agreements from them!!!”

Written on: 23/06/2014

A claim for an accident not my fault lead Albany to ring me about hire cars. I was on the phone passed through to four departments and total call time was about 30mins just to sort out the hire car! Then for 20mins they will go through there terms and condition's off a script. THIS SETS ALARM BELLS OFF RIGHT OFF THE BAT. I worked out they will take excess of your insurance company lets £250 where £500 is the charged capped for any damage to the hire car. Then they will scare you in taking out… Read Full Review

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★★★★★

“made my life during traumatic time easier”

Written on: 15/06/2014 by Riley255 (1 review written)

as my review title says. when an accident happens, even if it is not your fault it is very traumatic. albany assistance was very helpful and understanding to me, was very efficient when everyone else and everything else seemed so complicated. i would recommend them to you, you and you. … Read Full Review

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★★★★★

“First class service”

Written on: 14/06/2014 by Broffenwog (1 review written)

Everything about the experience and support was first class. Would fully recommend to everyone you will not be disappointed… Read Full Review

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★★★★★

“Very positive experience ”

Written on: 13/06/2014

Found my experience with Albany assistance very good, staff were very helpful in a time which is very stressful, they were very clear in what happens next and service was upto a very high standard… Read Full Review

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★★☆☆☆

“not sure”

Written on: 04/06/2014 by Lucasau201 (1 review written)

they will be the first to call you. you desperate for help and that's when they call you. my advise give it a day or two, relax came to your senses then make a decision, do not sign any agreement until you sure. i almost signed but decided to call my insurance and asked them why wouldn't they handle the procedure of repairing and car hire? was put through repairing department and the bodyshop will then give me a car for the run around while mine is getting fixed. i think this makes more… Read Full Review

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★☆☆☆☆

“charges”

Written on: 28/05/2014 by hopit (1 review written)

Had a courtesy vehicle from Albany which was dropped off with less than half a tank of fuel.I was told they would charge £15 for this which they did. On collection they also charged another £25 for fuel? I questioned this as I was now paying £40 for less than half a tank of fuel distgusting service. The customer service are rude and arogent hopefully I will never be forced to use them again… Read Full Review

Neomat's Response to hopit's Review

Written on: 03/06/2014

I can certainly concur with this comment.
I still remain insured with CIS but have refused the enhanced courtesy car option on the grounds that Albany Assistance are involved in providing the service.

My dealings with this company were plagued with "Bad mannered", "uncaring" and "Blatantly rude" operatives, who caused me no end of "Stress", "Sleepless nights" and eventually "Needless Expense".

Reams of paper correspondence, Emails and telephone calls in following Albany's dubious instructions and requests (Most of which they denied receiving) only added to expose their incompetence and lack of concern for clients.

The fear of reliving the horrendous accident in which I almost lost my wife restricts me from going into greater detail but please believe me:-

"At the lowest time in our lives and needing help and guidance, Albany Assist only served to exacerbate our dire situation" and whilst as a christian I must forgive! My memory will never permit me to forget.

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Simplyd's Response to hopit's Review

Written on: 10/07/2014

I had a courtesy car from Albany for a not at fault claim and was informed that I had to pay a £15 fuel surcharge. Then I was told to return the vehicle with the same amount of fuel in it!

I am currently querying what the £15 is for, as the 3rd party insurance won't pay for fuel that I have used (obviously) but this is a charge in addition to fuel used!

The service from Albany at the beginning of the claim was great, but is gradually going downhill!

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Philkay1's reply to Simplyd's Comment

Written on: 19/08/2014

Same as you we had a courtesy van. They have charged us the £15 but there was a mix up re the collection(claim still not sorted) was told by Albany that we had the van for another week,this was on the Friday so filled up with fuel on Saturday afternoon ready for the week ahead.Got phone call saying they were picking van up on Monday morning. Phoned Albany but was told we could not keep van any longer and was given wrong information.cut a long story short they picked it up following day.I took photos of the van inside and out. They are saying less fuel in than when they delivered it!!!! The card that hire company left with us on delivery shows fuel level by a mark on a gauge. They have sent me copy of this with fuel level marked in same way on collection.WELL UNDER ACTUAL MARK and also the mark on delivery has been changed by adding another mark and highlighting the second one. Also they have marked van as DIRTY. Good job I kept the delivery card. I am now doing battle with them over this. Main thing is who FRAUDULENTLY altered the fuel gauge. Don't know how to proceed for the best. WILL NEVER GO WITH INSURANCE COMPANY AGAIN ( GLADIATOR ) By the way this non fault accident happened on 10th June 2014 and still not paid out !!!!!

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★☆☆☆☆

“The worst company ever ”

Written on: 26/05/2014 by narked_off (1 review written)

The worst customer service i have ever had to come across. Take my advice stay clear. Rude & unhelpful does not even cover the experience i had with these people. This company needs to be investigated by their governing body and urgently!!… Read Full Review

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