LeasePlan UK  Recensioni 3.447

Terrible experience at end of lease contract, avoid at all costs

Hi I have multiple lease with this company from the top which is the owner down to the smallest staff are all trained to scam people please trying to avoid it they're really not worth it just get your lease from anywhere else I made a big mistake my broker got me involved with Least plan and I'm stuck with them I am paying for my Van it's my Van but they put their silly name on the V5 and I can't own it I have a small business and my business gone really bad then I'm stuck with 3 vans which I'm dealing with Least plan currently no one is helping at all I am paying for the vans even they parked outside.

Following our recent conversation after talking to another gentleman who didn’t know his job, Natasha Wilson knew her job inside out, was very efficient & a pleasure to deal with. We need more staff like Natasha!

Natasha was very pleasant, professional and helpful and immediately emailed me confirmation of all the questions I had asked of her.

Still waiting to settle my lease with this horrific company!!
My lease finished, car was collected and confirmed all good by lease plan in writing that vehicle condition was agreed on 23/07/2024. This ended my agreement, yet lease plan took a further payment did in August when the car was in their care.

I have an overage in mileage which I accept, however I have raised an issue with lease plan regarding the payment in August taken thereafter my contractual agreement ended and why that hasn’t been deducted from my final costings?

I am now bored as emailed and no responses so reverting to complaining to see if someone cares and will sort it out!

Lease plan your communication is poor and no one at your offices care or try to sort these issues out, poor!!!!

Since your response, I have received ZERO communication, what a surprise. Also you spelt my name incorrectly, lack of attention to detail.

Once again I have experienced shocking customer service from Leaseplan since my van broke down nearly 3 weeks and it eventually was booked into a garage to look at the issue a week ago. Guess what it has not been looked at yet. We are only a small business reliant on our van every week. We have 5 vehicles in our fleet and we will be taking them all away from Leaseplan to a more competent vehicle provider. Oh and BTW you will be put on hold for a very long time while they transfer you to another department that you then have to tell your story all over again.

After many years of having lease cars I have always been contacted by the funder well in advance for the collection of the vehicle at the end of the contract.
After receiving no communication regarding this from Lease plan I contacted them and was told it was nothing to do with them and the responsibility of the provider in this case Let’s talk leasing. They also said the same nothing to nothing do with them it was the responsibility of Lease plan. However they did organise the collection.
Subsequently the confusion from Lease plan caused a delay and a week’s further rental.
Below is the T&Cs from Lease plan saying you must notify us which I originally did in the first instance and got sent away.
SO BEWARE WITH LEASE PLAN YOU ARE RESPONSIBLE FOR CONTACTING THEM AND ARRANGING COLLECTION.
THEY ARE HARD TO GET HOLD OF WITH POOR CUSTOMER SERVICE.
I have a new funder now who has clearly stated from the start they will contact two months before the end of contract to organise the return of the vehicle, so back to normal again.

10.1 Upon the expiration or on the termination of the Term or any Extended Term of the Schedule you must notify
us when and where the Vehicle will be available for collection. We will use our best endeavours to collect the Vehicle
no later than the 3rd working day following the day on which we receive your notification.

This is the most incompetent company I have ever spoke to. They agreed that a stone chip damaging a parking sensor, told me to book it in with dealership and to log under warranty as comes under the wear and tear policy that they have produced and then refuse to approve the claim. No one in the call centre can help you or calls you back when you request one! This has been going on for months! Disgusting

Dealt with Natasha in customer services. I had been struggling to get the details required regarding an end of lease purchase and she went above and beyond to help me with this.

Excellent company to deal with. Keen pricing and go the extra distance to ensure they deliver exactly what is required. Been using them for years and cannot fault them.

All communications have been professional, courteous and quickly dealt with.

Highly recommended.

I had no issues for nearly four years until I decided to terminate the agreement three months before the end date. Since then, I’ve been sent invoices without any breakdown or explanation. I was also misinformed about the damage charge write-off allowance. Since September 2024, I’ve been requesting a calculation for the revised pro-rata mileage, but they either can’t or won’t provide it, claiming it’s handled by their system.

I’ve spoken to several agents, including one named “Louise,” who dismissed the matter as “simple maths” before ending the call abruptly. While I understand the principle, I can’t get the figures to match, and no one seems able to provide the necessary details.

Two complaints later, I’ve had to escalate the issue to the Ombudsman. I have the emails and call logs to back this up. The worst part is they genuinely seem to believe they’re being helpful, but their approach has been completely unprofessional.

Leaseplan is absolutely pathetic, dont give a rats ass about their clients. Avoid at all cost. Useless call centers. Trying for more than a week to obtain buyout letter, simply imposable. Shocking.

I had an exceptional experience working with Lucy at LeasePlan. From start to finish, she was incredibly professional, knowledgeable, and attentive. Lucy went above and beyond to ensure all my questions were answered and that I found the perfect solution for my needs. Her friendly demeanor and proactive approach made the entire process seamless and stress-free. I highly recommend Lucy. Thank you for your outstanding support and personal and friendly service.

Truly shocking!

Never Felt the need to ever leave a review before but this is the worst company I have ever dealt with. Overcharging / hidden charges with no explanation after purchasing a vehicle. When you query they come back with different figures again with no explanations.

Customer service is non existent and feels like they intentionally frustrate matters so customers just pay up to put ourselves out of the misery of having to deal with them.

Avoid

Avoid Avoid Avoid. !!!
Failed to TAX my car as per agreement resulting in being supplied a un taxed illegal vehicle for whole month yet they happily take monthly payment!
customer services are horrific. Complaint raised but they just can’t answer why they failed. Eventually they paid with a credit card after admitting car was illegal. I have a copy of receipt.
Do NOT give this company your money.

Great experience with Natasha going all lengths to address my queries regarding a collection. Great service.

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…