Novuna Vehicle Solutions Opiniões 

I’ve had my leased vehicle for just over 2 years now, due to keep the vehicle for 4 years, total mileage currently is just under 10,000 (40,000 total for 4 years).

At the beginning of this year I almost died due to an undiagnosed condition which has rendered me fully disabled, I am no longer able to walk or look after myself and I most definitely am no longer safe to drive a car which renders my lease useless.

Whilst I understand Novuna do not want to make a loss with my vehicle and if I terminate the lease early my contract states I would need to pay it seems no one at Novuna has an ounce of sympathy, I’m currently not receiving any income, I cannot afford my monthly payments nor the £3500 quoted for early return of my vehicle and I certainly cannot set up a payment plan as I have no income.

Recently a family member passed away and as it was exceptional circumstances (as is like my current circumstances) her lease company waived all return fees.

I would avoid Novuna at all costs as they clearly care more about squeezing every last penny out of their vulnerable customers and causing a lot of unnecessary stress.

Nice people
Very good customer service
Vehicle delivered me on time

Very friendly and efficient service

Very nice person to talk to and very helpful, thank you 😊

I spoke with Matilda Bryan (Tilly). I had a query regarding a new car order, she was amazing in resolving my issue. She went away and dealt with it promptly. Fantastic service. She was polite and very helpful. Thank you, Tilly. Always a pleasure to speak to someone who takes ownership and resolves the issue quickly- 10/10.

Shorayz was very helpful and nothing was too much trouble. A great experience.

Leased for 4 years. Ongoing issues during the lease. Car develops a fault and off the road for 3 weeks before being seen. Novuna washed their hands of it, no courtesy car, no pressure on the garage they selected to provide a car. Still happy to take payment in full at the end of the month. Lease ends, car in brilliant condition however charging £400 for “damage” as there is 4 stone chips on the bumper. Complaint upheld by Novuna. Magically not willing to look anymore into it saying needs to be resprayed before selling. Work hasn’t been done, car was for sale 2 days after collection. Avoid this company, armatures at best. It’s a headache to do anything with them

Samantha (Sam) Evans was super friendly and polite and most importantly answered my Query quickly and efficiently.

Very refreshing to get through to someone quickly and questioned answered professionally.

Well done Sam and Novuna 👏

Dreadful experience.

I submitted the complaint at the bottom of this thread via email on 17th July. It was ignored, no response.

I escalated over the phone on 28th July. On 29th of July the case was finally logged (Reference: ISSUE – 0001810). I was told a member of the team would be in touch.

On the 18th of August I chased again, when I had received no response. The response was that they would contact me ASAP.

On 2nd September I chased again, and was told to await a response.

So here I am on the 11th September, with no response to a complaint raised on 17th July. And this is from a company that claims to resolve complaints in 3 working days...

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The level of service I have experienced has been wholly unacceptable and has resulted in significant inconvenience, wasted time, and unnecessary disruption to my family.

The issues began when my vehicle was recalled for a repair and also required the replacement of a defective underbody panel. I booked the vehicle into the garage recommended through Novuna, which was the nearest approved repairer to my home, a journey of approximately 40 minutes each way.

Unfortunately, what should have been a straightforward repair became an extremely frustrating ordeal over many weeks.

Firstly, my original appointment was booked in on a weekend, despite the garage being closed. This was entirely avoidable and was clearly an administrative error. As a result, I had to wait approximately another month before a replacement appointment could be arranged.

At the rearranged appointment, my wife drove the vehicle to the garage first thing in the morning with our three young children, expecting that the recall work and panel replacement would be completed that day. Instead, the vehicle remained with the garage for around ten hours before she was finally told, at the end of the day, that no repair had been carried out. The explanation given was that the garage had been unable to establish whether Novuna would authorise payment for the replacement panel.

I find it completely unacceptable that this issue was only identified and communicated after the vehicle had been retained for an entire working day. Had the necessary authorisation been sought beforehand, or even earlier in the day, this wasted journey and loss of time could have been avoided. Her treatment in the garage was appalling, no comms all day until the end of the day, she was still there after 90% of the staff had left only to be told the repair wasn’t happening and the part hadn’t even been ordered. Absolutely appalling.

We were then required to make yet another 40-minute journey to the garage for a third appointment. On this occasion, the repair again could not be completed because the incorrect replacement part had been ordered.

In total, we have made three separate 40-minute journeys to and from the garage over many weeks, only to be repeatedly let down by poor administration, inadequate communication, and a complete lack of coordination between Novuna and the repairer.

This has caused considerable inconvenience to my family, particularly given that my wife had to manage these repeated appointments while caring for our three small children. We have lost multiple days of our time for reasons entirely outside of our control, despite doing everything asked of us.
As a customer using your salary sacrifice scheme, I expected a far higher standard of service. Instead, this experience has demonstrated poor planning, poor communication, and an unacceptable lack of accountability.

I wasted time, fuel costs, and disruption caused to my family as a direct result of these repeated failures.

Michelle was brilliant remembered me from a previous call and was immediately on the case , also a joy to speak to very cheerful and helpful.

Lizzie Long has been excellent with helping me placing the order of my car of choice. Whenever I had questions, she always gave me clear and simple answers that I did not need to follow up on. She is very knowledgeable, helpful and prompt. I would recommend her to my colleagues when they want to place an order for a new car. She is now my go to person!

Spoke to Michelle about an end of contract enquiry. She was extremely helpful and knowledgeable. She was able to answer all of my questions. Highly recommend.

Ash was great, very polite and precise

From start to finish i had no issues everything ran smoothly from picking the car to ordering the spec for the BMW IX1 20, Lizzie long was great help from our first conversation on which she explained everything in good detail & her emails were very prompt.

Very quick service
Michelle was very knowledgeable and polite and got my issue solved

Really impressed with the service spoke with one of your colleagues called Sheila Clements who helped and guided me through on installing the pay by phone app and made sure I was registered which saved BG/Me from getting a parking ticket. Really nice and friendly,
Excellent service 10-10

I can't comment on the delivery process or the overall outcome of the car purchase just yet. However, I can say that the customer service I've received so far, particularly from Lukas Machelski, has been outstanding.

The information Lukas provided over the phone to help narrow down my car selection was clear, detailed, and incredibly helpful. His follow-up communication has also been excellent, always timely, professional, and straight to the point.

I've certainly asked my fair share of questions throughout the process, but every one of them has been answered promptly and positively. At no point have I felt like I was being a nuisance, and nothing has been left unanswered.

So far, the experience has been seamless, and I can only hope that the delivery and completion of the deal are just as smooth as the service I've received up to this point.

The driver was simply wonderful. Went literally the extra mile to help us. Ten stars out of five!

Appreciate that they offered a fairly wide range, but I feel that 7 months is too long to wait for a lease car. Sometimes when I asked questions regarding time scales, I had to wait nearly 5 days for a response.

Very good customer service when I spoke to them regarding a payment concern. It was easily sorted by the customer service agent Andy. He was very polite and keen to resolve my issue