Auxillis Reviews - www.auxillis.com

★★★★☆
4.3 / 5
85% of users recommend this
  • Customer Service

  • Value For Money

Summary

Note from Review Centre: Auxillis was previously known as Albany Assistance Ltd www.albanyassistance.co.uk
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Latest Reviews

★★★★★

“Everything about dealing with my claim was done...”

Written on: 04/09/2022 by BillG82 (1 review written)

Everything about dealing with my claim was done efficiently and well. I could not have asked for more.

Auxillis's Response to BillG82's Review

Written on: 07/09/2022

Hi,

Thank you for leaving a great review of our service!

We're pleased we could help.

Many thanks,
Auxillis Online Team

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★★★★★

“Great Review of Auxillis”

Written on: 22/08/2022 by Haleygq73 (1 review written)

The company contacted us the day after the accident to arrange the delivery of a hire vehicle to us. Very prompt efficient service and we were very pleased with the nearly new vehicle given to us for the length of time it was required. The staff we spoke to, including those who delivered/collected the car were very friendly and efficient. We would not hesitate to recommend Auxillis.

Auxillis's Comment

Written on: 07/09/2022

Thank you for taking the time to share your fantastic feedback!

We're delighted to see you would describe our team as friendly and efficient.

Many thanks,
Auxillis Online Team

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★★★★★

“Great, friendly & helpful service”

Written on: 21/08/2022 by Janead (1 review written)

Our insurer put us in touch with Auxillis after we had an accident in our car. From the initial contact, through to delivery of the loan car and collection of the vehicle once our car had been repaired we found the service of Auxillis to exemplary. The team members we dealt with were all friendly, approachable and helpful throughout. We were surprised and very pleased with the quality and age of the loan car they supplied us. We have no hesitation in recommending Auxillis. One negative: to complete the required online paperwork the Auxillis platform does not support iOS devices. It was a problem for us as we had to borrow a laptop from our neighbour in order to book the replacement vehicle. Hopefully Auxillis can address this potential problem.

Auxillis's Response to Janead's Review

Written on: 07/09/2022

Thank you for taking the time to share your honest review of our service - we appreciate it.

We have passed your comments to our team as feedback for improvement.

Kind regards,
Auxillis Online Team

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★☆☆☆☆

“Biggest shammers you will ever come across. I have...”

Written on: 17/08/2022 by mikesymz (1 review written)

Biggest shammers you will ever come across. I have been charged £90 for a £30 parking ticket. I have used a few hired companies before and have never experienced this. AVOID AT ALL COSTS!

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★★★★★

“Paint side of car due to scrape in car park”

Written on: 21/03/2022 by Calumcar (1 review written)

Communication was very good. I was informed at every stage by assessors and the repair was completed very quickly.

Auxillis's Response to Calumcar's Review

Written on: 07/09/2022

Hi,

We're pleased to see you found our communication very good!

Thank you for taking the time to review us.

Many thanks,
AuxillIs Online Team

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★★★★★

“Great customer service and car”

Written on: 19/03/2022 by Lizla (1 review written)

Great device on the phone and the chaps who dropped off the car were punctual and helpful. Really recommend them and they made a very stressful Time a little easier

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★★★★★

“On time, friendly polite staff and would definitely...”

Written on: 14/03/2022 by Huba (1 review written)

On time, friendly polite staff and would definitely recommend them/use them again, excellent service, clean car, new car supplied, 5*****

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★★★★★

“Excellent hire car service”

Written on: 10/03/2022

Following my own car being written off, I was supplied with a replacement car on a temporary basis by Auxillis. The whole arrangement worked well.

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★☆☆☆☆

“Avoid at all costs ”

Written on: 04/03/2022 by EnzoRooney51 (1 review written)

AVOID! I was referred to auxhilis ltd by my insurance company it has been an awful experience start to finish. So much so I feel compelled to complain. 1) Lack of communication. Was not informed by anyone that there was difficulty accessing a hire car. 2) Impossible to get in contact with anyone via email or phone when my car didn't arrive. Local branch went straight to voicemail. Never contacted back despite multiple voicemails begging them to tell me what has happened and if they could call me back. 3) No car for three days. Again would of been nice to get hold of someone or be contacted that there was issues. 4) After three days I got a hire car which was damaged. When I had my own car fixed it was again impossible to contact anyone to ask if the car could be picked up. Car sat on the road untouched for two days. 5) On day of collection, I was not in so had to ask my flatmate to give keys over. Received a passive aggressive voicemail to say car was damaged and that the man who gave keys (my house mate) had an attitude problem. Arrived from work with them outside, introduced myself politely and asked what the issue was. Was told by a man who refused to give his name that the "car is f" and "you can't deny you f the car up" before I had a chance to speak. Informed by the two men that "being a women meant I was bad at driving and f the car." The unnamed man laughed and ridiculed me as I was close to tears. I politely asked for the name of the two men so that I could talk to auxhilis. One gave his name the other refused to give his name. I asked several times and why I couldn't know the other man's name and was told he had the right to not tell me his name. I said well you know my name and where I live why can't I have your name. Further ridiculed, insulted and threatened. They said they worked for an agency for auxilis but refused to tell me the name of the agency. I was very close to calling the police and I am still in shock that this has happened. I have put a complaint through and will not hesitate to take this further. I was shocked at the threatening and unprofessional nature of these two men, the fact they swore at me, commented on my gender and made me feel very unsafe. I felt scared by them and they took advantage of that as I was a loan female of small stature in quiet road. I have no knowledge of the damage that they pointed out. I have no idea how long they were outside my house as my housemate bumped into them as he was returning from an appointment. I am shocked that auxilis employ individuals with such outdated views who use threatening tactics and who refuse to identify themselves. I am left feeling very distressed. Please avoid. I wish I had never had anything to do with them.

Monibmc's Comment

Written on: 25/07/2022

I am currently experiencing the majority of what is listed on this review. I had a hire vehicle which was mechanically problematic and reporting this issue was falling on deaf ears.

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Rebecca.ac's Comment

Written on: 25/07/2022

I am really sorry this is happening to you too. I really hope you did not experience the hurl of abuse I received.
Not to alarm you but about two months ago they sent me an email with a tonne of spelling mistakes saying I will still be charged despite receiving a letter in the post saying that the case was closed and them sending £700 plus flowers as a gesture of good will. I emailed them back straight away and a day or two later they said they would look into it and get back to me. It’s been over two months and I still haven’t heard anything.
The lack of communication this company has is appalling.

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Rebecca.ac's Comment

Written on: 25/07/2022

Just an update on this as it’s still going on. This first occurred in February and we are now well into July nearly August!

Auxhillis gave me some money and flowers as a gesture of goodwill stating the case was now closed.

Then in May I received a bill stating I was due to pay a bill. This email was poorly written with spelling mistakes and differing amounts I had to pay all in one email.
I contacted immediately, sending the letter which stated the case was closed. They said they would look into it and well it’s almost August and haven’t heard anything…

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Monibmc's Comment

Written on: 25/07/2022

I have also experienced difficulties with the company.

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Rebecca.ac's Comment

Written on: 25/07/2022

Hindsight is a beautiful thing and I wish to never go near this company ever, ever, ever, ever again!

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★☆☆☆☆

“No cars but that doesn't matter; no-one answers their...”

Written on: 21/02/2022 by Hullblazer (1 review written)

No cars but that doesn't matter; no-one answers their phones and branches will never, ever answer voicemail. 7 days to get a car and THAT arrived one day before my repaired vehicle. Trying to get the hire car returned? Been 5 days now, no wonder Auxillis have no cars available. Had to involve the CEO to get any service at all.

Auxillis's Response to Hullblazer's Review

Written on: 01/03/2022

Hello,

We're sorry to read your review. Could you please email us with your Auxillis reference number, so we can identify your case and look into this further?

Kind regards,
Auxillis Online Team

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Hullblazer's reply to Auxillis's Comment

Written on: 02/03/2022

Hi. Your reference.

59519290

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Rebecca.ac's Response to Hullblazer's Review

Written on: 04/03/2022

Had this same experience they are rubbish. Avoid

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★★★★★

“Excellent service from beginning to end”

Written on: 10/02/2022 by finnnat (1 review written)

My vehicle was parked in a residential area during the Christmas/New Years week when it was put out of commission after someone ripped off the iron gate of the monastery in front of where it was parked and tossed it onto the car in an attempt to break into this house of worship. Auxillis not only provided me with a car immediately but did so during a very difficult time for businesses (during the holidays and during the pandemic). They were simply fantastic - the car provided was great. It was delivered without delay to my home and I had access to this car for the entire 3 weeks it took to fix my car. Once my car was repaired, I was then able to drive the Auxillis vehicle to the repair shop where the Auxillis staff collected it without any difficulty. This was a smooth and very efficient process. In light of the bizarre circumstances that (quite literally) befell my vehicle, it was simply a great way to start the new year. Thank you to the great team involved.

Auxillis's Response to finnnat's Review

Written on: 11/02/2022

Wow, thank you for leaving us such a great review!

Our team will be delighted to see your comments, we're pleased we could help.

Many thanks,
Auxillis Online Team

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★★★★★

“Excellent, fast service ”

Written on: 10/02/2022 by Camryn50 (1 review written)

Friendly fast and excellent service. Good, clean car, professional staff.

Auxillis's Comment

Written on: 11/02/2022

Hello,

Thank you for describing us as friendly, fast and excellent, we appreciate it!

Many thanks,
Auxillis Online Team

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★☆☆☆☆

“Still waiting for a hire car”

Written on: 07/02/2022 by Shieldstf443 (1 review written)

I wouldn't give this company any stars. I have been waiting since Friday for a hire car and not even a phone call. I have phoned them three times now and all I get from them is we are having trouble getting hold of our Brighton branch. I am due to go on holiday on Wednesday, but they don't care. Now they reckon they have escalated the case but 3 hours later still no phone call. I would recommend that Direct Line get out of this contract as soon as possible

Auxillis's Comment

Written on: 11/02/2022

Hello,

We’re disappointed to read your review and that you weren't able to speak to a member of our team.

Could you please email us with your Auxillis reference number, so we can identify your case and look into this further?

Kind regards,
Auxillis Online Team

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Auxillis's Comment

Written on: 11/02/2022

Please email us. Many thanks, Auxillis Online Team

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Pp16's Comment

Written on: 11/02/2022

After yet another call, I phoned your complaints team and received a car later that afternoon. They were very helpful but it is sad that you have to resort to this action to get a car. We finally managed to get away on holiday but were without a car for 4 days.

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Auxillis's Comment

Written on: 11/02/2022

Hello,

We’re disappointed to read your review and that you weren't able to speak to a member of our team.

Could you please email us with your Auxillis reference number, so we can identify your case and look into this further?

Kind regards,
Auxillis Online Team

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Pp16's Comment

Written on: 14/02/2022

I've emailed your team directly

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★★★★★

“Great service highly recommended”

Written on: 22/01/2022 by Daxz356 (1 review written)

From the moment the customer care team got in touch to when the hire car was collected following my vehicle repair, I was totally relaxed knowing they had taken the stress out of the situation. Thank you so much for handling so professionally & gaining my confidence so quickly. To top it all I had use of a lovely car for as long as I needed one. Nothing was too much trouble & highly recommend Auxillis if you want a truly professional, no nonsense service.

Auxillis's Comment

Written on: 27/01/2022

Hello,

Thank you for leaving your fantastic review, we're very grateful!

Many thanks,
Auxillis Online Team

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★★★★★

“Fantastic service”

Written on: 19/01/2022 by Monserrat249 (1 review written)

Very quick, just on time delivery of the vehicle and collection from home was done. Car was excellent condition from inside and well maintained driver who collected the car was very friendly and well mannered. I would use and recommend and use auxillis service in future without hesitation if needed

Auxillis's Comment

Written on: 27/01/2022

Hello,

Thank you for taking the time to leave your positive comments!

We're pleased to see you were happy with the hire car, our service and team.

Many thanks,
Auxillis Online Team

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★☆☆☆☆

“Only Online Service ”

Written on: 12/01/2022 by Auxillisonline (1 review written)

A greedy company who expects you to valet their cars despite them making huge amounts of money from your claim. Dont know why Admiral recommend these guys, just for online correspondence.

Auxillis's Response to Auxillisonline's Review

Written on: 17/01/2022

Hello,

We’re disappointed to read your review and that you have not been satisfied with our service.

Could you please email us with your Auxillis reference number, so we can identify your case and look into this further?

Kind regards,
Auxillis Online Team

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★☆☆☆☆

“My insurance company, Direct Line, arranged for me to...”

Written on: 11/01/2022 by Sammy164 (1 review written)

My insurance company, Direct Line, arranged for me to have a hire car through Auxillis while mine was being repaired and they just didn't deliver the vehicle. When my husband phoned them, they said it would be delivered that day and it didn't arrive. Every time we called, they said they would call back but didn't. Over 24 hours later and lots of holding on for Direct Line, it seems that no cars were available in our area but didn't feel it necessary to let us know. I hope Direct Line reconsider working with this company.

Auxillis's Response to Sammy164's Review

Written on: 17/01/2022

Hello,

We’re disappointed to read your review and that you have not been satisfied with our service.

Could you please email us with your Auxillis reference number, so we can identify your case and look into this further?

Kind regards,
Auxillis Online Team

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Rebecca.ac's Response to Sammy164's Review

Written on: 04/03/2022

Had this happen to me too.

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★★★★★

“Brilliant service fantastic staff sounds to good to be...”

Written on: 25/11/2021 by Del4261 (1 review written)

Absolutely a pleasure to do business with from the ladies and gents on the phone to the guy that dropped the vehicle off, all were polite and professional, made my day completely stress free,total pleasure take care all and stay safe

Auxillis's Response to Del4261's Review

Written on: 26/11/2021

 

Hello,

Thank you for leaving us a lovely review!

We’ll make sure to pass over your kind comments to the team.

Many thanks,

Auxillis Online Team

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★★★★★

“Swift, good quality service”

Written on: 18/11/2021 by Edward901 (1 review written)

I was contaceted by Auxilis as part of my insurance protection. Despite cars like mine being a rareity, Auxilis quickly sourced and deliveredn excellent (brand new) car for me, which I used during the period that my car was out of action. The lady that asisted me was knowledgeable, realistic and extremely helpful. I would not heistate to recomend the service, it was seamless.

Auxillis's Response to Edward901's Review

Written on: 22/11/2021

 

Hello,

We’re delighted to see you were happy with the service provided!

Thank you for describing our team member as knowledgeable and extremely helpful, we appreciate it.

Many thanks,
Auxillis Online Team  

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★☆☆☆☆

“SHOCKING IS AN UNDERSTATEMENT!!!!!!!!!!!”

Written on: 12/11/2021 by Irenekerr (1 review written)

STAY CLEAR this company is HORRENDOUS they have very poor communication skills they have done nothing but let my family down.I was going to my sons family day for remembrance service and was ment to have a hired car dropped of to take us there and no car arrived.But loads of false promises please do not use them unless you want let down PLEASE BE AWARE!!!!

Auxillis's Response to Irenekerr's Review

Written on: 15/11/2021

Hello,

We're sorry to hear that you have not been sastisfied with our service. If you could please email us with your reference number, we will be able to identify your case and arrange for you to be contacted directly.

Kind regards,
Auxillis Online Team

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Rebecca.ac's Response to Irenekerr's Review

Written on: 04/03/2022

Sorry you had this happen, I had the same. Avoid at all costs in the future

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