IRG Bristol Crown Way, Bristol BS30 8XJ

"So the final result was amazing, car completely back to normal! And they'd given my car a mini valet and smelt GORGEOUS when I picked it up! They let me keep the hire car a couple of days longer due to work commitments. I've knocked a star off because I reported the damage to my insurance company in Feb, the next available slot was May ... I didn't mind this. But when it came to May they then delayed all cars that were drivable until October! I knew it couldn't be helped, they were busy and luckily my car was driveable. But when the date came in Oct (the day before they called) they said they didn't have any hire cars available that day as they were all having MOT! I had booked a day off work for this date. So I booked in for the week after... when that date came they couldn't tell me when the hire car would be dropped off... I work and travel all day with my job so unable to pin point where I would be at a certain time. I think I have been lucky in the past with using Fleet for work, where they ring the night before and deliver when it's convenient to you! In the end my boss was kind enough to let me have the day off to drop off my car and pick up the hire car. As above I am really impressed with the results, flexibility with returning the hire car, staff are all friendly. But the hire car malarkey stressed me a little with trying to figure out logistics etc."

"The worst communication imaginable from the Bristol branch. They have had a part for OVER EIGHT MONTHS and won’t fix my door mirror glass that THEY damaged. I tried calling/emailing/texting and nothing - I keep getting fobbed off. They have said they will send the damaged part in the post (as requested) but haven’t had a sausage. I’m writing this as a way to maybe prompt them to come back to me. But WHO KNOWS! It seems that after they get their money from the insurer, they don’t want to know you. Go somewhere that actually has a customer service would be my advice."

"Wish there’s a zero star option. Accident was in March, chose IRG as it has got a good Google rating, IRG booked my car in April before the estimate was approved, so my car was left at IRG for a week without doing anything cos they got the procedure wrong. Then took my car back and wait for their next appointment in September. Just before the appointment, Cavin at their call centre told me to cancel the booking because there’s no part for my car. Later I realised that I need to bring my car in first, IRG will then book parts, so Cavin lied to me because they were too busy to repair my car. Lol, fantastic experience, total waste of my time. Avoid IRG at all cost."

"Accident happened on 16/02/22. Not at fault, just rear bumper needed replacement. Chose IRG as a repairer and got a booking for an initial assessment on 23/02/22 which was to get an estimate and get authorization from insurance. No one got back in touch to inform when the repair would have started so had to ring them on 14/03/22 to book my car in. First availability was 28/06/22, first date suitable for me was 5/07/22 when I dropped the car to the garage. Once dropped I had no estimates about when I would have got my car back. After first week I had to call the garage to get an update and hear that a new assessment was necessary. Ringed again after second, third, fourth and fifth week just to know which spare part was expected to arrive. Only at the very last week I got a job ref number to track the repair online. Got my car back on 13/08/22. Happy about the repair and appreciated the full valeting received. I know that in these hard times every supply chain is experiencing delays and every business has huge backlogs, then the blame falls only on the final end. What could have been done better is taking the initiative to inform the customer of weekly progresses and giving immediately an outlook of when to expect the car back according to todays parts shipment times. That would have made the difference to be able to plan a bit my summer while driving a hire car which basically means if you want to exit the country you have to return it earlier."

"After my car was hit whilst parked up, my insurance put me in touch with IRG I’ve never had my car hit or been in an accident before so had no idea what to expect. The process was so quick and efficient, the customer service was outstanding. We were informed every step of the way what was happening too. When we picked the car up I was surprised to see it had a valet done and the work they’ve done was so good, it was like a brand new car! We also had a phone call the day after to see how we were getting on with the car. Would definitely recommend anyone to come here. Thanks again, Billie & Ben Harris"