Review Time
After years of leasing this has to be worst lease company the fleet management subcontracted to. Ive experienced poor customer service and duty of care start to finish.
Delivery- I experienced in excess of 6 months for the car to arrive with poor communication and inaccurate timescales. However when complaining and requesting termination of contract it was suddenly available that same week.
Follow up care- I needed a tyre replacement so booked an onsite fitting with Ayvens however, no tyre company arrived.
When I later had a tyre blow out they arranged AA breakdown company take me home advising me to recall following day to arrange at home repair. Imagine my shock when the same AA man arrives and we both realise he has been called to transport myself and the car to a local ATS, 2 miles from where I originally broke down!!
During this recovery, AA made clear recommendations another tyre be replaced to avoid another blowout occurring however, Ayvens refused as just above minimum tread.
The mechanics at ATS also contacted Ayvens to request tracking and the other tyre be addressed whilst in for repair but again their advice was refused by Ayvens call handler.
Car remained with ATS/Halfords for 3 days (needing to take time off work and cancel patients as no alternative vehicles are provided by the garage Ayvens instructed AA take the car to) so I called Ayvens to arrange service be completed in the same visit. However informed I had to have the service at another ATS/Halfords branch 32 miles away, despite it being same national company that services for Ayvens.
All the time frustrated I was driving a car that 2 independent mechanics had advised work was needed .
The final straw came when the servicing garage informed me they had called Ayvens to request replacing the same tyre and tracking and were refused! The same recommendations 3 independent mechanics highlighted as needed rectifying. All of them bewildered why Ayvens were not accepted advice from them as contractors.
The whole experience has highlighted a lack of efficiency and care, Ayvens call handlers able to make decisions to override 3 independent and professional recommendations on a cars faults and potential risks of harm.
The sooner my contract ends the better, this company doesn’t deserve lease contracts and certainly not that of employees in large public sectors. Never again !
After years of leasing this has to be worst lease company the fleet management subcontracted to. Ive experienced poor customer service and duty of care start to finish. Delivery- I experienced in excess of 6 months for the car to arrive with poor communication and inaccurate timescales. However when complaining and requesting termination of contract it was suddenly available that same week.Follow up care- I needed a tyre replacement so booked an onsite fitting with Ayvens however, no tyre company arrived. When I later had a tyre blow out they arranged AA breakdown company take me home advising me to recall following day to arrange at home repair. Imagine my shock when the same AA man arrives and we both realise he has been called to transport myself and the car to a local ATS, 2 miles from where I originally broke down!! During this recovery, AA made clear recommendations another tyre be replaced to avoid another blowout occurring however, Ayvens refused as just above minimum tread.The mechanics at ATS also contacted Ayvens to request tracking and the other tyre be addressed whilst in for repair but again their advice was refused by Ayvens call handler. Car remained with ATS/Halfords for 3 days (needing to take time off work and cancel patients as no alternative vehicles are provided by the garage Ayvens instructed AA take the car to) so I called Ayvens to arrange service be completed in the same visit. However informed I had to have the service at another ATS/Halfords branch 32 miles away, despite it being same national company that services for Ayvens. All the time frustrated I was driving a car that 2 independent mechanics had advised work was needed .The final straw came when the servicing garage informed me they had called Ayvens to request replacing the same tyre and tracking and were refused! The same recommendations 3 independent mechanics highlighted as needed rectifying. All of them bewildered why Ayvens were not accepted advice from them as contractors. The whole experience has highlighted a lack of efficiency and care, Ayvens call handlers able to make decisions to override 3 independent and professional recommendations on a cars faults and potential risks of harm. The sooner my contract ends the better, this company doesn’t deserve lease contracts and certainly not that of employees in large public sectors. Never again !
Had a super helpful and satisfactory experience dealing with a member of the Orders Team. I was most impressed with the level of detail she went to in outlining exactly the specifics of what I had ordered, and her willingness to keep engaging with me until such time that I was completely satisfied.
Unfair damage charges at end of contract. Trying to charge me for a bumper scratch that is less than 25mm. Can’t provide evidence of the measurement but they are adamant it is above 25mm. Referred to BVRLA and will escalate to the ombudsman
My experience with this company has been horrific. They are virtually uncontactable if you have a problem. You will be passed to different departments and subsequently cut off after 30 minutes on hold. They will do anything not to address any issues. I’ve had a car on lease for the last 2 years with no issues as you would expect from a new car. Driving on Monday the sunroof in my exploded out of the blue showering my wife with glass. Luckily she was close to the local VW dealers so went straight in, the dealer was not interested one bit so I had to contact Ayvens for support, this is where the nightmare became even worse. Zero contact with real people passed from pillar to post with zero help. The don’t reply to emails or call you back. I have a car sat at home now with a hole in the roof where the sunroof used to be. After a short search on the internet it was quick to discover there is an issue with with exploding sunroofs on various VW’s and has been for years. With a pending class action on going. If you want good customer service from a car leasing company avoid this company like the plague. They truly are the pits.
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Ayvens was formed from the merger of ALD Automotive SA with LeasePlan Corp NV, and is part of the Société Générale Group. In the UK, Ayvens is the brand now used by LeasePlan UK. Collectively, our size and reputation mean we can offer a wide range of vehicles for personal and business needs, with an extensive network of garages and dealers, plus the support of our dedicated teams.
We manage the entire life cycle of our vehicles, handling everything from purchasing and maintenance to selling former lease vehicles. With over 50 years of experience, we’re a trusted partner for our corporate and SME clients, as well as individual consumers.See more
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