Vale Cars London

I found some of the staff at this company to be extremely rude and lacking in customer service manners. First I called the day before to ask for specific rates and to book ahead for the next day. I called 3 times, and depending on who I got, the attitude ranged from polite to slightly condescending, but I was able to get a rate and a cab booked for the next day. I was initially satisfied with the rate and the follow-up text messages I received including when my driver was on the way. However, the behaviour of most of the staff at the dispatch office was pretty shocking. The driver, who barely spoke any English, was generally polite but I made it very clear to him that I would only be able to pay by card, and by swiping only, before even getting in. When we arrived the bill was 5 more than I was told it would be. The driver had no response to my questions so I called the number to ask why and right off the bat the person who answered was impatient, rude and kept complaining about how he was trying to handle something "ridiculous" that had "never happened before" and that I needed to "stop talking". The driver himself was so impatient at this point, worried about parking, and was also on the phone, speaking to someone, in a foreign language and not explaining anything to me just saying that I had to pay it and pay it now. Eventually, the office was able to get the price back down but my card began to "decline", first for the total amount. We then tried it in chunks. The first went through but then the other attempts failed. It was clearly some error from my bank. At this point they began to be even ruder, acting like I was trying to skip out on my bill, called me "delusional" at one point and even mentioned calling the police. I was with 2 eight year olds (one of whom began to cry) and at risk of missing my flight. I offered solutions that they just shut down, opened my banking app to prove to them that not only did I have the funding, I had been debited, even as I accepted they weren't being credited. Granted they didn't know me, so I can't say they had to just trust me but they could at least tell that I was trying everything I could to find a solution. Honestly, I was shocked that anyone in a service business with a licence could be so uncoth and hostile and in a First World Country at that. In the end, a bank deposit was arranged after initially being so difficult about it. It turned out I was charged all those times and my bank restricted my card. Thankfully, my money was reversed within 24 hours but I can't get over the unprofessional manner in which the staff spoke to me and how they behaved. It really was disgusting, especially considering that I was a woman, with small children obviously trying to catch my flight.
Apr 9th, 2023

A fantastic service can't say enough they were so helpful and the driver was exceptional when we had a problem just before pick up they changed vehicle with no problems and also on drop off offered a return pick up and the driver also sorted it out with the office again a really big THANK YOU to all at acton vale cars
Apr 29th, 2023

We had an issue, the manager resolved it in a fair way and we are happy with the outcome
Apr 26th, 2023

Utterly shambolic.
Apr 17th, 2023

I ordered a taxi from this company using the Sainbury's supermarket telephone. I was told the car would be arriving in 10-15 minutes. I waited over an hour and no driver showed up! It was raining, I had several heavy shopping bags, freezing and very late, after 10pm. Of course, not to mention how unsafe I felt as it got later, standing in the carpark at that time of the night. The company or driver did not call once to explain or apologise for not bothering to show. DISGUSTING! DO NOT USE THEM. They are an absolute joke of a business. Worst taxi company in West London, and their prices are over priced.
Mar 23rd, 2023