LeasePlan UK  Recensioni 3.447

Joshua in customer service was really helpful today in providing the information I needed around ending my contract and the options available to me! He really took his time in explaining the process and also kindly offered further support with a follow up email to ask any questions I may have. A really lovely experience and fab customer support provided!

The car was returned in April 25 and despite calling numerous times I am still receiving invoices and direct debits taken from my bank. No one seems to be doing anything about it! I’m on maternity leave and cannot afford these payments!

I had made my payments but was referred to a repossession company.
They were very intimidating whilst I had a 2 day old baby in the house.
I spoke with leaseplan giving my payment reference of the payments I had made. To which they replied saying they couldn't find the money in the system. I then had to pay over £1000 to stop them repossessing the van and now they have sent me a £200 bill for the repossession company.

I have since emailed multiple times with no reply.
Every time I phone I'm passed to ALD who then pass me to leaseplan. Nobody at this company knows what they are doing.

Complete shambles

My experience with Leaseplan began back in 2022 when I took delivery of a new car, the car was delivered to me at work (the lease was a private lease in my name not a company car) The car arrived with less than new showroom shine , it had 35 individual bird lime burns in the paintwork on the roof , tailgate and bonnet. After making a complaint this was dealt with by a contractor who performed a miracle by carefully apply heat with a hot air gun. Not a good start! I should have rejected the car at that point.
Then when it came to servicing I booked it in with Leaseplan, I was advised that perhaps it wasn’t due yet , Insisted it was a service indicator that was on , they then sent me to the local Halfords (well not so local 13 miles away) with an all day appointment- no I couldn’t wait they needed it all day. This involved taking 2 vehicles so that I could get back home -well surprise surprise got there on the day no booking ! rebooked and assured this would work and guess what - history repeats it’s self.
This could only be fixed by direct booking with Halfords.
In the time this took to resolve the car was over the service interval by 2200 miles. I was not happy with a new car not being serviced at the main dealership and insisted that the next one was - this was where I was informed that the cars warranty was now void - I asked Leaseplan to make a statement in writing that I would never be impacted by this in any way should some future issue arise- no they would not just brushed me off with excuses. Subsequently services were done by Halfords- well perhaps not actually done - no paperwork or anything to say what they had done. That was until I asked for Main Dealer service and they agreed, except they then booked it in with a local backstreet garage who did a while you wait appointment- the car was returned to me stinking of used oil and a musty smell like rat urine. They had the car in the workshop for 15 minutes- they clearly had not carried out the scheduled brake fluid change.
When it came to the car needing front tyres I was referred to Halfords who insisted that I should carry on driving despite my issues with the car being unstable on the motorway in the rain and pulling to the right when it hit puddles - yes dangerous. I had to raise an issue with Customer service and insisted that 2mm tread for 3/4s of the tyre with zero for the remaining 1/4 was not acceptable nor safe . The only solution was they would refund me if I paid for the replacement tyres. This I did and they then “discounted “ my refund by paying me £50 short ! This I was never able to resolve.
Eventually I’ve had to give in and return the car early at much cost to me , the return car process was OK and no extra charge- yes I do look after my cars .
This is where they appear mathematically challenged- I asked for an explanation and they offered wrong information at each stage the numbers did not add up - the amount of months remaining did not add up and their every attempt to explain only got worse.
If you’re looking to lease a vehicle I would avoid Leaseplan - it’s simply not a good experience.

Beyond incompetence.....

So many calls to Leaseplan to ask them to provide me with a copy of the car insurance the car come with..... STILL not, hiw hard can it be....

I have been involved in a non fault accident in May, other party confirmed full liability. Leaseplan have outsourced this to FMG who are just as hopeless....

They STILL have the car in for minor repairs 6 weeks later.....

I cannot make any personal injury claim as FMG outsourced that to a legal firm, that don't recognise the legal cover in place.....

I am trying to raise for an uninsured loss arould recovering a month's rental as the car should be going back to Leaseplan due to my end of employment....

That part of Leaseplan jeep emailing me, i ask them to provide a number so j can discuss..... nothing back.

A series of incompetence

After 18 months they still haven’t taken a direct debit from my account. Resulting in my account getting into arrears. 18 phones and 18 manual payments and two formal complaints and their accounts team still can’t get it right. Customer service assured me every month it is sorted. Every month the payment isn’t taken. Every month I have the same conversation which is incredibly frustrating. Do your self a favour and DO NOT use this company they are completely useless.

I have been dealing with LeasePlan for four years, and my experience has been very frustrating. There have been continual delays, inconsistent information, and a lack of accountability that have caused unnecessary stress and prolonged an issue that should have been resolved much sooner.

I never requested a phone call, yet this was suggested without basis.
Although my complaint was said to be logged, I waited nine days for any response, which is unacceptable for complaint handling.
The early termination fees described as “low” do not seem reasonable given my ongoing situation, and the charges have changed multiple times without clear explanation.
The delays and shifting figures have directly impacted my ability to purchase a new car, yet LeasePlan has not acknowledged this.
I have yet to receive the invoice LeasePlan claims to have sent, which adds to my concerns about their communication.
If this matter is not resolved fairly and promptly, I will consider escalating it further. Overall, I expected better transparency and customer service from LeasePlan.

Now Leaseplan have sent me a £10k settlement invoice with payment DD even though I had paid this over a week ago by bank transfer using the payment reference they requested.

There is no reference on the invoice stating I've paid.

If they take this payment I'll go to the nearest Leaseplan office as I'll feel apocalyptic after the previous bad customer service I've had.

Everyone if you want great customer service, someone who genuinely works for you and always great communication, great service, great care in her work... someone you feel who is always on your side - Ask for Maria. She has literally changed my whole summer due to the great service she has provided me getting my car. I repeat ask for Maria, you will not regret it. Sorry Maria if you phone is about to not stop ringing. Thank you again Maria, honestly thank you!

Originally leased for 3 years with no issues, we decided to extend the lease for a forth year in November and we have had nothing but trouble since.
They kept taking, then returning the monthly payment - then at the start of this year I had an invoice to pay three months worth, which I did using a card in my name not the business name (with no problems) also set up a direct debit mandate as they seemed to some how cancel the previous one despite having an extension. Had some correspondence to say they had been taken over by ALD and an invoice to say they will be taking payments by direct debit using the mandate that we had previously sent to Leaseplan.

Next thing I know, I have debit collectors phoning me telling me they are coming to recover the car as April hadn’t been paid (news to me, as direct debit mandate had been sent in and no correspondence from Leaseplan to say we owed any money).

I paid straight away using the same card that I had used to previously pay the 3 months and thought that was the end of the threatening phone calls to recover the car, I was wrong…they phoned again saying that leaseplan haven’t received payment despite me being able to provide the email confirming the transaction. Apparently they will refuse the payment (although they still haven’t returned it over a week later) because I didn’t use the business card to pay, never heard anything so stupid - accounts department won’t speak to customers to explain why this is and why they previously accepted payment from the same card.

I have filed a complaint direct with Leaseplan and still awaiting a reply.

Louie was very helpful organising delivery of the car ahead of schedule, before I left for holiday. Thanks!

They just never answer the phone....like so many large companies which pretend to be concerned with customer service.

During the lease they were good, but the inspection on the day of return no charges.. then six months later got an invoice for damages...

Update :: They returned to form and became good, stating that I shouldn't have been charged and issuing a refund. I would lease from them again.. Had a Golf Mk 8 on maintained lease. The car had a few troubles, but I just took it to a garage and Leaseplan sorted it all out, tyres etc all just sorted.

Work for network rail have a ford ranger from them puncture in tyre which is an Oncall vehicle and it’s been 3days before they can get a tyre to me shocking service if you break down at night time because of a puncture all they can do is recover you as no1 works at night time

The Person I spoke to was amazing. I have been trying to solve a problem for quite a few months now and he acted very quickly to get this resolved. He did everything that was required quickly and efficiently. Thank you.

Constantly chasing this company for updates
Was advised I would hear back early next week and heard nothing

Leased a car via carparison.com. No issues I had until it came to the end of the lease and I requested an extension. It has been now a month where I'm chasing carparison/leaseplan about the documentation and every time I hear the system problems or leaseplan is not responding.. Looks like there is no one left in the leaseplan to take care of the customers. My lease is now ending this week and leaseplan is yet to generate the documentation.

Where to begin they seem good at first but I had a brand new van with them for the last five years, Never missed a payment! It’s up for renewal. I have asked for the settlement figure 6 times and they still haven’t given it to me. Their systems are updating every time when I ask! the van is sold and the money is still coming out my account. The van was due an MOT. They did not notify me so I was driving around for a year and a half with no insurance and MOT and tax, even though they sent invoices to me for the tax, they said they will pay for the MOT as they did not know what happened and it was there fault, then they sent me an email saying it’s my responsibility. It’s nothing to do with them when they own the vehicle. I’m still trying to pay the van off as it’s sold and they won’t give me the settlement figure! I will definitely not use them again and I definitely assure you not to use this company or Vanarama! As they blame each other!

I would give this company a no star if it was an option.

My year old car was written off over a week ago. I was sent an email by lease plan to fill in and send to the total loss team. The next day I rang to see if it had been received, to be told yes it was however the email cannot come from me and has to be through my insurer. I wouldn’t have known this had I not spent 40 minutes on hold and then having a further 20 minute pointless conversation.
Since then my insurance has daily been trying to contact lease plan for a settlement via email and phone calls. They can’t get through via phone and emails have been ignored. At this point my insurance cannot even try to settle my claim because they cannot get hold of the one company they need to, LEASEPLAN.

I’ve called customer services, they have told me I can’t speak to anyone, they can’t give me a settlement, they can’t advise if the emails have been received, they can’t contact my insurance, yet I have to continue paying my finance meaning I
1. Can’t pay for another car
2. Don’t have the money from the settlement to put a deposit down on another car.

Having looked through other reviews I now worry how long it’ll take to give my V5 to the insurance company. My gap insurance cannot settle the return the invoice, and again I worry if this is paid directly to lease plan I’ll be chasing for months for not only the monthly payments I have to continue making, but the surplus due to me for what I’ve already paid for the vehicle.

Issues started last year with my partners car. He sold his vehicle and had £500 taken off the balance until they received the V5 from lease plan. Once the was received, months later might I add, the £500 was sent to lease plan instead of my partner. It was a further 3 month wait for the £500 that was NOT Leaseplan’s as the finance had been settled in full to be returned to my partner.

I will also add, when I obtained the finance vehicle through Lease plan, I was told that it would be delivered by trailer - it was not. It was driven by someone else somewhat 100+ miles which might I add further ate into my yearly allowance. When the car was delivered I was told a chip on my windscreen had occurred on the motorway, which resulted in my brand new 24 plate Volvo being taken to another garage to have a full replacement - again another 20+ miles used for an unnecessary avoidable situation that wouldn’t have happened had it been delivered by trailer.

Don’t go with this company, I dread the next few months.

14/05 update
I did finally receive the total loss settlement, and the V5 which I was very surprised about. I know this has only been actioned because I have had no alternative but to out you on a platform for everyone to see. Seems like this is the only way the job gets done.

The issue now is that my insurance have paid Leaseplan in full, as per confirmation email forwarded onto the total loss and the customer service email on Monday afternoon.

I have then spent a further 2 days ringing to ensure this has been received, to which I have been advised “no it’s not your account”, “no I can’t put you through to the person dealing with your complaint” “no I can’t check with the account team to see if they have the money but haven’t allocated it”. I have received my money from my insurance as luckily they sent the surplus to me and not Lease plan, but I have been chasing for 2 days to confirm that the payment of £33k has been added to my file and I can wash my hands of this company.

I want this off my credit file and all details wiped from your system as I don’t want to be receiving further invoices for a contract that has ended as per other customers reviews state.

I also want a good will gesture for the shambles of a journey I’ve had with you guys over this past year. Sending me stuff promptly isn’t going to be sufficient, that’s just your job ultimatley.

I want confirming settlement has been received and logged on my account, my account being actioned as paid in full so this is off my credit file, and a good will gesture for the inconvenience caused.

There you go Jasmine, I’ve updated my review.

I had a car from Lease Plan for 4 years and when it was returned they sent a bill for £485 for repairs which was extremely excessive and in no way reflected the condition of the car. I contested this however they still withdrew the money from my account. Totally unacceptable