VWFS Rent-a-Car - Tunbridge Wells Arvostelua 

We arrived punctually at 2pm at JCB VW Tunbridge Wells to pick up the Tiguan Allspace which we had booked several months previously with VWFS so we could be able to take our visiting family with us to France 3 days later. As the front reception was empty we went to the first sales desk and asked the salesman Mark where we should go to collect our rental car. He said JCB VW does not have rental cars, and we were at the wrong location. We were totally shocked, and showed him our reservation print-out, but he said there were no rental cars here as “VWFS had closed the car rental business in Tunbridge Wells, and also yesterday taken away all of the rental cars”. I asked who we could talk to about this and he said we should go away from his desk and call VWFS, as he was expecting “a very important customer”. By the end of our 1h 40min visit I realised that all his statements were lies. I called the VWFS 0330 number and eventually I was answered by a lady who seemed to understand the problem – we had a long-standing confirmed rental booking but now there were no rental cars at T. Wells - and she found someone to help us. A lady told me our booking was still valid, the rental cars were actually still at T. Wells, and she was trying to contact the person responsible for the rentals here called Sarah but she wasn’t answering. So I went into the sales office where sales people were chatting and asked for Sarah, but they said she was away on holiday (no help at all was offered by the sales office). The lady then checked again and tried phoning the next person responsible called Jane but she wasn’t answering either so the lady asked me to see if I could find Jane. So I went back into sales office again to ask, but they said Jane had just gone out to lunch and wouldn’t be back for a while, so I would just have to wait. Obviously this was now causing us extreme stress as we had booked our ferry crossings and accommodation in France but without the booked car all our holiday plans looked about to be wrecked. While we waited for Jane to come back from lunch a young lady from another desk who had overheard a lot of this came over, and very helpfully showed me the key to the car we were renting which she said she had found, and she said the vehicle was actually still on site round at the rear of the building. I walked round to the rear and found the car, covered in wind-blown dust, cobwebs and bird droppings. At 3.20pm Jane finally returned from lunch and eventually brought out the key and the rental paperwork. She gave no explanation why she had gone out to lunch at exactly the time she should have been handing over the car, and also did not check my ID or my driving licence. She said she was handing the car over to me in clean condition but I said I’d already looked the car over and it was dirty. She said she could try and find someone to wash it but that could take quite a while. I said I would take it to a car wash myself and deduct the cost from my rental payment, but she then decided to roughly hose down the car herself, after which most of the dust was gone from the bodywork but it remained splattered and there was still dust all over the roof. We checked the paperwork and finally left with the car about 3.40pm, totally appalled at the shoddy and unprofessional treatment we had received at JCB T. Wells. The next day I got the car properly cleaned at my local car wash and kept the receipt. After our holiday I returned the car on schedule and Jane received it back from me in much better condition than she gave it. I asked her to refund me the cost of the car wash but she refused to. Clearly JCB T. Wells is totally unprofessional, incompetent, unapologetic, and they despise car rental customers. I shall never be going back there.

The person in charge of rental is efficient and very professional. The cars are in great condition too. Recommend

Easy process to book, clear communication, friendly and helpful staff.

Very helpful both at Head Office and in TWells. At short notice they got me out of a jam having been let down by Enterprise. Nice car, everybody in Tunbridge Wells were very efficient and pleasant. Will certainly use again.

Perfect, the price is fair and the staff are professional. I’ve rented a car there twice and everything went very smoothly.

I rented a Golf from the Tunbridge Wells dealership in October 2025 and unfortunately a truck hit the car. The damage was minor and the driver admitted fault from the very beginning. When I returned the vehicle, the company kept my £250 deposit, which is completely understandable.

However, since then I have not received any information about the situation, despite having sent several emails. They have not even been able to inform me whether the repair has been completed.

I honestly feel very disappointed with the brand. It is a real shame, as I have been — and still am — the owner of several cars from the group.

The whole experience from start to finish - booking the vehicle, collecting and then returning it - could not possibly have gone more smoothly and I shall definitely be doing this again.

The staff that i dealt with were very helpful, all the way through, i booked a Golf 8 automatic and was delighted when i went to pick it up, and saw a Golf R Line waiting for me, and i had it for 9 days,\

I would like to pay a special thanks to Jemma who sorted me out on the day of the pick up, and also when i returned it.

But most of all to Caroline Chapman who went above and beyond throughout the process, so helpful kind and Professional, a lovely Lady and a real asset to VW.

Very good experience. Helpful staff, nice car and simplistic process.

Will definitely use again.