Our experience with Top Gear Mobility – completely unsupported and appallingly treated
On our second day in Mallorca, we were involved in an accident when another car drove into our parked vehicle. It was a stressful and upsetting experience — especially with my wife and our six-month-old baby with me.
When I reported the incident to Top Gear Mobility, the response was shockingly cold and dismissive. No one asked whether we were safe or unharmed. Instead, before even hearing the full story, I was immediately told that the accident was my fault. The lack of empathy or basic concern for our wellbeing left us feeling completely unsupported in a moment of genuine distress.
I had paid in advance for zero-excess insurance, expecting peace of mind in exactly this kind of situation. Instead, Top Gear Mobility’s team was unhelpful, aggressive, and utterly lacking in professionalism. Rather than assisting, they seemed intent on blaming me and making an already stressful situation even worse.
The situation deteriorated further when they informed me that the car I had paid for — a Peugeot 3008 automatic (or similar) — would not be provided, and that the only option was a much smaller Renault Clio manual. With a baby, three 20kg bags, and a need for an automatic vehicle, this was clearly not suitable. I politely requested a refund, only to be met with hostility and aggression over the phone. The representative complained that it was “my fault,” that they now had to pay for the damage, and even suggested I had no right to request a refund — despite the fact that I had paid upfront for ten days.
When I checked their website, I discovered that the same car I had originally booked was still listed as available for rent — proving that what I had been told was untrue. When I contacted them again to point this out, I was told we were “negligent” and that they would not provide any replacement vehicle at all — even though they had offered one (albeit smaller and unsuitable) just the day before.
This entire experience left us stranded, distressed, and deeply disappointed. We were treated with complete disregard and a total lack of compassion. What should have been a simple resolution became one of the most frustrating and upsetting customer experiences I have ever had.
Reply from Top Gear Mobility
We are truly sorry to hear about your experience and the distress it caused. We sincerely apologize for the way your case was handled and understand how upsetting this must have been. Your feedback is extremely important, and we will be reviewing our processes to ensure that all customers are treated with care, empathy, and professionalism.
