LeasePlan UK  Opiniões 

In January 2024 Leaseplan attempted to repossess my vehicle, based on alleged outstanding payments of over £3000. Someone even phoned to arrange a time to take my vehicle away, despite multiple attempts to get Leaseplan to review their records as no payments has been missed. It took three months for them to acknowledge they'd been misallocating payments to invoices that weren't even due yet (so due invoices hadn't been "paid).

10 months later, I'm still waiting for a through statement of account to prove what payments have been received and how they've been allocated as they now say £1500 remains outstanding. For some reason, they seem "unable" to provide the evidence.

My lease actually came to an end on 23rd October and I have been attempting to purchase the vehicle (it is way under mileage and worth a lot more than they originally assumed it would be). I asked for a settlement figure in June, they didn't give me one until a WEEK before the payment was due. I now need an end of contract vehicle purchase order to complete the order with my new finance company and they are still REFUSING to give it to me, making it impossible for me to purchase my vehicle, which I'm pretty sure is unlawful.

This company are horrendous to deal with, staff don't know what they're talking about, don't seem to understand the systems and blatantly lie to you (then ignore all your emails). I've repeatedly asked for details of how to make an official complaint, but I keep being ignored. Hoping this review might get someone's attention, but not holding my breath!

I cannot stress this enough, do NOT use them.

EDIT WITH UPDATE
Since this review, Leaseplan have finally been in touch. They are unable to send a statement of account, have misplaced payments, won't send me confirmation of what they do have on record, still demanding over £8000 in "arrears" and are generally just as useless as they have been the entire time.

My complaint has been "investigated and cannot be upheld", it's just a joke.

The company is a shambles! Following the lease of a car, I received a bill for over £600 for alleged damage. The vehicle was in excellent condition when returned. Despite repeatedly asking for a report of the damage to substantiate their claims they have been unable to provide any details. I have since made two complaints and after 4.5 months I have finally received an acknowledgment stating they are reviewing the complaint! This has been going on for nearly a year now and after many conversations with staff at LeasePlan I am no closer to resolving this. Their service is appalling and it appears they just try and make unsubstantiated claims at the end of the lease term. Do yourself a favour and avoid using this company.

I leased a car through the NHS, but when it was returned i received a bill for over £700 for damages which at worst should have been less than £200. A small scrape on the back and a couple of minute dents which should have been covered by their acceptable damage policy. Also the car had supposedly full AA breakdown cover. I had a genuine breakdown and called the AA out and got it fixed. 8 months later I receive a bill for over £120 and they justified this by saying the breakdown was my fault and gave reasons that were totally untrue. I refused to pay this but they called in their Debt collectors so reluctantly I had to pay. Avoid this company at all costs!!

Worst experience ever! Avoid at all costs!!! After months of arguments with no professional behaviour, no response to emails, refusal to take into account individual circumstances when you tell these people you have significant changes in your health with documented evidence - how do they respond? By threats over the phone and after months of ignoring you - you are contacted by a third party that they are coming to collect the vehicle. You tell them about termination in June they refuse to acknowledge you in general and only when you cease the payment they return back with unprofessional response not listening to what you are saying. They sneakily do not address your personal circumstances yet wait 3 months so that you “create debt”. Although the vehicle is stored (which you also have to pay for) and is ready to be delivered back to them anytime. Threats after threats on the phone but no one listens to what you are saying. The cherry on top of the cake - very professional approach to recruit a debt collector company to start sending you text messages out of the blue. With two broken legs and back issue due to the fractures their response reflects great care for their customers!!!! I have raised the matter with the ombudsman and I will take this further with my solicitor I will not rest until justice is served…the standards of this company fall way below the threshold of deemed acceptable ones…

My business has been left liable to pay out the balloon after a 3 year lease.

I have 2 weeks (or had) to sell the car to cover most of the balloon charge (EV so very low prices currently).

I ask them for the V5 as that will be required to sell the vehicle - but they won't send it to me. So I can't sell the car via Motorway/WeBuy/CarWow and now two independent dealers won't touch it either.

They have said they do not pick up the car and take back - so how am I supposed to sell the car I no longer need - if I am not the authorised owner and do not have the v5.

They have not exactly been helpful.

Like others have said - I would stay away from this company.

5 calls, my own time, and no response or cannot get an answer other than an email closing my cases and a bill i should not be paying!

My car was due to be returned on the 8th Aug, after an initial date was rescheduled to this date due to a crack in the windscreen, this was resolved on the 7th August and a collection booked with Lease Plan for the 8th August. I booked the day off work so I could be at home to meet the collector, received no communication and at 5pm still no one had arrived.

At this point, I called them to ask why and they had no record of the booking, although i do have an email confirmation from them confirming the collection date.
On this call i made it very clear this was their error and not mine, and the agent confirmed i would not be charged any additional rental due to their mistake! A new date was scheduled for the 23/8!

Car was collected on the 23/8, the collection guy was really nice, communicated all day, and it was a swift service. There was no damage, I received their report on this date from collection company. Followed by a thank you email from LeasePlan on the 2/9 for returning the car with no damage at all.

Then the bills arrive!!!!!! And none of them make sense at all, a late return fee, i wasn't late, they failed to show and then reassured me i wouldn't be charged, complaint has now been resolved their side but i had no further contact with them concerning this.... funny that! I have received additional Road Tax bills up until 17/9, are you joking? the car was yours from the 8th August as agreed, but you didnt show and now im being asked to pay road tax into September?

Im yet to send you my bill for having to insure the golf for 10 additional days due to your error. This was also discussed on the call on the 8th August and was part of the initial complaint I raised that was closed down by them with no further contact on the matter.

I have just called and spoke with them just now, and they cannot help me, they can only raise another complaint and wait for them to come back to me, this is the 5th call regarding this throughout this whole process, and the second complaint about the same matter, and now i am being threatened with debt collectors after the 31/10

Seriously, how bad can you be?

Lets see how you deal with this one then and ill update my review with the outcome for everyone to see

Dreadful company to deal with. I tried to terminate my lease in accordance with its terms but they appear to make up their own version of the law. My car broke down during the termination process which seemed to cause them all manner of confusion. Coupled with then trying to charge me with excessive damage costs. Total cowboy operators with very poor and outdated systems. Don't communicate with either each other or their customers well at all. Even when complaining they were seemingly unable to hold their systems from sending inaccurate and confusing correspondence to me. Rather than rebranding they should focus on sorting out their business operating practices and competency of their staff. Avoid.

Ripped me off! Started sending me charges after the car was sent back at a very standard according to there guidelines. Don't take calls or respond to emails, stay away

Most awful company to deal with- can t get through, people do not speak to each other. Keep trying to take money after the lease has finished- nightmare!

Please please do not get scammed by these people!! Look at any other company if you need to lease a car but not this company. Returned a car immaculate condition. With well under the agreed mileage. Trying to charge me for parts that were not there in the first place (tyre sealant and compressor) trying to charge me for chips that should fall under wear and tear. Car was seen by garage day before collection who commented on ‘mint condition’. Chasing me via email for payment- opened a discussion about the charges. Company stopped replying and provided half hearted info. They then send debt collection agency, even though we haven’t agreed charges. Incredibly stressful. Avoid at all costs

Absolute cowboys! Charged me for damage that wasn’t on the car, went against their claimed costs for damage, no customer service at the end of the lease term if you don’t want another car with them. Honestly absolute cowboys.

I was in the middle of a dispute due to an error made by the LeasePlan Team. They stopped replying to my emails when I asked them to provide evidence and continued to charge me when they was at fault. I see I’m not the only one this has happened to.

After a negative first experience and no doubt some very dissatisfied customers on here, I wanted to call out a very positive experience with Leaseplan too, thanks to a very experienced Leaseplan employee called Emma Parry and her team. After ordering a new vehicle via my employer, I was struggling to find someone at Leaseplan to resolve my issue over a delivery date months in the future, despite the manufacturer having available pre-configured stock. Emma was able to identify how to get this resolved within 24 hours bringing my delivery sooner by 3 months, which was extremely helpful and i'm very grateful to Emma for this. After also explaining how Leaseplan's perceived performance has been negative at our company in the past too, Emma kindly offered to be a main point of contact to try and help improve this going forward and talking to her management team to also try and see where things they could support future improvements too. Thank you Emma for your efforts :)

The worst leasing firm I've had to deal with in 34 years of driving.

Indifferent to any issue, little communication with garages, tyre replacement, and bodywork companies.
They take ages to get anything done.
They also give you a number to book your hire vehicle!
That is not my job.

I've now been waiting nearly 3 weeks to have 4 tyre sensors replaced, a spare wheel ordered and a wheel TRIM ordered. That’s it and I’m still waiting.
I’ve had 3 different excuses now.
1. Waiting on parts
2. No “ramp time” at the garage available
3. Waiting on LeasePlan/Ay ens authorising work

Leaseplan/ Ayvens rarely use the manufacturer as it’s cheaper to use one-off garages and this also leads to lengthy repair times or poor workmanship.
The reason I am waiting on sensors?
The last repair at an independent tyre company tossed away the sensors when they replaced the tyres!!

It’s a complete mess and has always been a drama for the past few years.

I have no choice but to use them via our business, but you don’t.

Please do not use this leasing company.
They are the most unprofessional business I’ve ever dealt with.

I've yet to have anyone contact me or speak to me about the numerous issues I've encountered over the past few years.
This week was the last straw, hence a review of the “service” they offer.

Listen and manage folks issues, communicate whats happening and make an effort, surely that's not too much to ask for??

Worst experience I’ve had with a finance company. Bully boys intimidating unreasonable and just horrible to experience. My advice would to to stay well clear. Utterly ruthless..

Jenny Hodges from the order team was very helpful and friendly. She solved my issue quickly with no problems.

Please avoid at all cost. Find a reputable leasing company.
My car was a total loss following an accident at the end of June, to date (five months on)! they are still taking payments and have done nothing to assist with progressing the settlement with my insurance.
I have lost count of the times I have had to call them and still nothing gets resolved.
Because of their inadequate attitude at a time when you most need them to get things resolved quickly, I have had to buy a car at the same time as paying them for one that I no longer have. This has caused some considerable financial problems. They are a complete let down. Thanks Leaseplan. I will never use you or recommend anyone else to either.
In one word, disgraceful!

It has been a pleasure dealing with Ayvens regarding a new company car lease. I have found their agents very professional, courteous and helpful.

Ive had a vehicle with them for three years and still taking the monthly leasing cost from my account, even when the car has been collected, checked and approved AND no additional costs incurred.
Final Report: "Returned with no issues and in excellent condition".....Thank you for being a valued customer!!

I have telephoned on three occasions to ask for my money, all I get is: we are so sorry and will get this refunded to you in 48 hrs, called again, same message, called again, same message!! BUT NOTHING - I have left them my Registration to establish if they will make contact with me..... All I can say is - Fraudelent Behaviour.... Dreadful company - just read the reviews an all SM platforms...
.........................................................................

But I have not been fully refunded as stated by your representative, this was discussed and advised. Please refer to the telephone recordings... You can not refund me 50% of the monthly lease value, that is not right! I am entitled to the whole refund.... Please review and advise?

A company who makes it impossible to pay after a direct debit change. Shocking. Financial ombudsman contacted due to amount of times I've tried to pay with no luck. If your systems are down, don't blame your customers whilst you're re branding to hide your poor work.

Updated.... Leaseplan replied to this 08/10, funnily enough it's been sorted 09/10!! Only took them 2 months and threats of bailiffs at my door due to no fault of my own.