I left my car with MBW at Terminal 5 Heathrow and collected 23rd May 2022, I didn’t check my car when I collected it but on my arrival home, I noticed the front bumper was scratched. I had literally driven from the car park to home, there was no where I could have damaged it. MBW didn’t want to know, despite saying they are fully comprehensively insured. Park at your own peril. I won’t use them again.
Stan325 days ago
A Significant car body damage during pick up with MBW Meet&Greet parking at Terminal 2 level 4. Pick-up done 24th July 2022. At meet and greet the driver mentioned there was an issue that the bottom edge side whole rim between front and rear wheel at the right side fell off. Can not imagine how such big pc of the body frame can fell off by itself without external help. :-) It’s not iceblock from Mount Everest during May season. Actually there were obvious marks from an off road driving where all the pushed in clamps and the secure locks were actually ripped off which securing the threshold rim in the place plus whole inner rim was missing. And the car btw was fresh new just with 3.5kmil. Unfortunately the pictures are not everything, but in this case they are. But you can get an image how they are handling the cars.
After quickly reading terms there is an instruction to take the pictures during MeetAndGreet at drop off and not after while driving back home for example, which is logical because to discover such obvious damage later would lead into rejecting the claim (that looks like it was their intention if I’m not mistaken), that how I understood term, “take the picture at drop off”. The customer service obviously knew about the damage when they were delivering the car for collecting as they did it. The driver was answering I’m good but not good. What happen man? We had an issue … the car is damaged, but as it’s Sunday, our customer care is not available. I’m sorry. You need to contact them Monday and also dispatcher also knew about the damage by MBW driver as was talking with him afterwards.
Called the customer care and different info was provided, that they will come back within 5-7days. Nothing about Monday call. Which is unacceptable, because needed to drive overseas and handle the body repair damage with an authorised service in such short notice is impossible. The damage obviously did not happen during the car pick up at the end, but somewhere during drop off and long term parking. Also the screw at the door treshold had marks from screw driver attempts which was weird. Like they tried to remove the rim or even secure it?
Also would like to honestly complain that they did not try to contact me in advance during the car stay with an apology or/and explanation about next steps. Which would provide window to organise service in advance. (Something like, dear customer we are sorry about the body damage and we need to inform you before your arrival. AG zero customer care sense).
Nevertheless all service was smooth like the car drop off and could reach phone support during luggage collection without long waiting. For which I’m giving a star. :-) rest 4 stars is difficult to put into under such circumstances. You know, man loves the car and when something happened, man becomes a bit sensitive even that he is naive and stupid. So time to grow and buy glasses to read tiny notice and Terms&Conditions. TBH who is reading them.
Suggestion for the MBW drivers. Observe the customers and find the one which are not taking the pictures at the drop off, than you as a driver can take the car for rally, off-road, drifting and smash it into the scrap and to have some real fun. While on return you can say “sorry it’s a bit issue with your car.” But you know, you have no prove, so see you next time or f*** o**. :-)
Suggestion for the customers. Take as much pictures at drop of as the memory card can handle, selfie with the car, with driver, MBW logo etc and during collecting as well. Starting to have a feeling like it’s MBW intention to reject the claims in the first place, because their drivers may not be the best. And who is reading a tiny letters in hurry for take-off, where over the generation with good experience with Purple, why shall the customer be alerted?!
Or chose Park&Ride purple for example where they have a good cameras at Entry and take the pictures only during the car collection. Otherwise this was or could be most expensive parking service I ever have. Sorry Instagram calls and other social media.
Bally Banwait356 days ago
This was my first time using MBW Parking. The whole process from booking, drop off and pick up was smooth sailing. As I only had hand luggage I called the team as soon as my flight landed, then as I was coming through departures Phil rang me to let me know my car was ready. The car was also valeted to an exceptional high standard. Would highly recommend and will be using this service again.
A G1 year ago
Beware - same experience as others on here. Paid for meet and greet and added £30 valet at T5 Heathrow in August. On collection noted fresh scratches to the bumper and dirty wheels. Immediately pointed it out the 'Parking Captain' who was full of apologies and said '''the office will deal with it ". The office's way of dealing with it was to demand a video of the undamaged car at drop off and deny responsibility . What ! Nowhere was this mentioned in booking correspondence or requested at book in. Of course we had no video. So its a 1 star and a 'never again' from me and I have told them so directly. Very frustrating.
Kevin Slade2 years ago
I have used MBW many times and always had a good experience. However on the last occasion I decided to take them up on the valeting service they offer at £25 which went far from well...
I drive a car with full leather seats, dashboard and interior and to my horror returned to find that they had sprayed silicon spray all over the inside of the car. The result was a thick layer of a shinny, slippery coating across all surfaces including the touch screens which were turned matt and not as responsive as normal. The steering wheel was hard to grip and I slid around in the seat when cornering on the way home, both of which where far from ideal and not very safe!
I raised this with the guy at the car park who agree with me that it looked awful and advised that I call the company. I did this to be told that they only accept complaints by e-mail.
The following day I had a professional valeting company work on the inside of the car and some hours later and at a cost of £70 the car was 95% back to how it should be. I was advised that no-one who has any experience in car valeting would in their right mind use this kind of product on leather and that whilst they had treated it the best they could, its likely to always show some signs of this mistreatment.
With the car now usable again I wrote to MBW and sent them before and after photos and a copy of the invoice for the valeting. I received a response from MBW the following day basically telling me they weren't interested. They said that the products they use are recommended for vehicle use. They went on to say that there are 7 elements to their inside/outside wash and that as my complaint referred to 1 aspect and so they would refund me 1/7 of the cost which equated to £3.57!!
Several e-mails back and forth followed where they claim "we have been fair" with regards to their offer of compensation, I have decided the sheer lack of customer care shown left me no option other than to share this experience to hopefully help someone else from going through the same.
This episode has blown my mind in that MBW have not tried to help in any way and simply refused to except any blame. When a regular customer has an issue and all that was being requested was that I was reimbursed for the fee charged and the out of pockets expenses for the work to rectify their poor workmanship, and yet they still refused and maintained an offer of £3.57 was fair means that I will never use them again and would urge anyone reading this to choose one of the other service providers available as I have done this week.
Charlotte Roberts-Barr2 years ago
I have used MBW many many times. The staff are always helpful and the service they offer is seamless. Our latest trip had 2 cancelled flights with BA which delayed our return by 2days, MBW are easy to communicate with via email and sort the car drop off being moved to another terminal and the extra days. The valeting was very good. Highly recommend.
Mr Kelly Hyatt2 years ago
Left my car with MBW Meet and Greet via Holiday Extras. When I collected my car I’d noticed they’d scuffled two of my alloys. They’re taking no responsibility for the damage.
Joanna Hjalmas2 years ago
I ordered Meet & Greet for quick service. When arriving I called the number and they told me my car would arrive in 10-15 minutes. When we got to the car park, we could see from our app that the car hadn't moved. We questioned this and they told us they couldn't find our car. After finding it, the car arrived around 30 minutes after the initial call. I complained through the broker service and they lied in the response claiming that they told me 25 minutes and the motorway was closed. This a blatant lie illustrating how deceitful the firm is. Will not be booking again.
Actually there were obvious marks from an off road driving where all the pushed in clamps and the secure locks were actually ripped off which securing the threshold rim in the place plus whole inner rim was missing. And the car btw was fresh new just with 3.5kmil.
Unfortunately the pictures are not everything, but in this case they are. But you can get an image how they are handling the cars.
After quickly reading terms there is an instruction to take the pictures during MeetAndGreet at drop off and not after while driving back home for example, which is logical because to discover such obvious damage later would lead into rejecting the claim (that looks like it was their intention if I’m not mistaken), that how I understood term, “take the picture at drop off”. The customer service obviously knew about the damage when they were delivering the car for collecting as they did it. The driver was answering I’m good but not good. What happen man? We had an issue … the car is damaged, but as it’s Sunday, our customer care is not available. I’m sorry. You need to contact them Monday and also dispatcher also knew about the damage by MBW driver as was talking with him afterwards.
Called the customer care and different info was provided, that they will come back within 5-7days. Nothing about Monday call. Which is unacceptable, because needed to drive overseas and handle the body repair damage with an authorised service in such short notice is impossible.
The damage obviously did not happen during the car pick up at the end, but somewhere during drop off and long term parking. Also the screw at the door treshold had marks from screw driver attempts which was weird. Like they tried to remove the rim or even secure it?
Also would like to honestly complain that they did not try to contact me in advance during the car stay with an apology or/and explanation about next steps. Which would provide window to organise service in advance. (Something like, dear customer we are sorry about the body damage and we need to inform you before your arrival. AG zero customer care sense).
Nevertheless all service was smooth like the car drop off and could reach phone support during luggage collection without long waiting. For which I’m giving a star. :-) rest 4 stars is difficult to put into under such circumstances. You know, man loves the car and when something happened, man becomes a bit sensitive even that he is naive and stupid. So time to grow and buy glasses to read tiny notice and Terms&Conditions. TBH who is reading them.
Suggestion for the MBW drivers. Observe the customers and find the one which are not taking the pictures at the drop off, than you as a driver can take the car for rally, off-road, drifting and smash it into the scrap and to have some real fun. While on return you can say “sorry it’s a bit issue with your car.” But you know, you have no prove, so see you next time or f*** o**. :-)
Suggestion for the customers. Take as much pictures at drop of as the memory card can handle, selfie with the car, with driver, MBW logo etc and during collecting as well. Starting to have a feeling like it’s MBW intention to reject the claims in the first place, because their drivers may not be the best. And who is reading a tiny letters in hurry for take-off, where over the generation with good experience with Purple, why shall the customer be alerted?!
Or chose Park&Ride purple for example where they have a good cameras at Entry and take the pictures only during the car collection. Otherwise this was or could be most expensive parking service I ever have. Sorry Instagram calls and other social media.
I drive a car with full leather seats, dashboard and interior and to my horror returned to find that they had sprayed silicon spray all over the inside of the car. The result was a thick layer of a shinny, slippery coating across all surfaces including the touch screens which were turned matt and not as responsive as normal. The steering wheel was hard to grip and I slid around in the seat when cornering on the way home, both of which where far from ideal and not very safe!
I raised this with the guy at the car park who agree with me that it looked awful and advised that I call the company. I did this to be told that they only accept complaints by e-mail.
The following day I had a professional valeting company work on the inside of the car and some hours later and at a cost of £70 the car was 95% back to how it should be. I was advised that no-one who has any experience in car valeting would in their right mind use this kind of product on leather and that whilst they had treated it the best they could, its likely to always show some signs of this mistreatment.
With the car now usable again I wrote to MBW and sent them before and after photos and a copy of the invoice for the valeting. I received a response from MBW the following day basically telling me they weren't interested. They said that the products they use are recommended for vehicle use. They went on to say that there are 7 elements to their inside/outside wash and that as my complaint referred to 1 aspect and so they would refund me 1/7 of the cost which equated to £3.57!!
Several e-mails back and forth followed where they claim "we have been fair" with regards to their offer of compensation, I have decided the sheer lack of customer care shown left me no option other than to share this experience to hopefully help someone else from going through the same.
This episode has blown my mind in that MBW have not tried to help in any way and simply refused to except any blame. When a regular customer has an issue and all that was being requested was that I was reimbursed for the fee charged and the out of pockets expenses for the work to rectify their poor workmanship, and yet they still refused and maintained an offer of £3.57 was fair means that I will never use them again and would urge anyone reading this to choose one of the other service providers available as I have done this week.