Arval UK Avaliações 5.524

Awful company to lease from. They find every way to charge you a fee. I got a fine, called to see who pays, I pay they say so I did. Then months later they take money from my account as they paid the same fins months later. Why? Automatic payment system. So why tell me to pay if they knew they were also going to pay. They say they couldn't stop the payment. So I paid twice- the council and i paid arval as they took the money from my account.

Secondly, the services people didn't stamp the book. Although arval admitted it's been serviced, I get charged £115 as they didn't stamp the book!
This is all after I returned the car by the way amd received 2 emails telling me there's no additional charges to the vehicle.

How do I know for the next year I won't keep getting charged for a car I sent back months ago!

Please stay away from them please.

After completing the review following my complaint with Arval, I was contacted by the very same advisor who had handled the complaint in the first place.

Frankly, the company’s process is baffling. Communication throughout has been poor, and customers are made to feel as though they are not being believed, even when they are providing accurate information.

What I find particularly concerning is the complaints process itself. A complaint is assigned to a handler, and once the case is closed, a review questionnaire is issued — yet that review is assessed by the same complaint handler. This completely undermines any claim of impartiality. How can the same advisor be objective of their own work?
Furthermore, I received a copied and pasted response which only reinforces my concern that this process is procedural rather than genuinely reflective or impartial.

To provide a fair and objective assessment, the review should be handled by an entirely separate team or advisor. The fact that it is not suggests a disregard for genuine customer feedback. While the advisor has apologised multiple times, I have little confidence that any meaningful changes will be made when no independent review of the case takes place.

I consider this matter closed and request that no further contact is made.

Great car at a very good price delivered quickly from. Stock with minimal fuss.

Have been an Arval customer with lease cars for over 17 years. I recently arranged to return a car and set a specific date for the pick up (between 8am and 6pm) as per usual. At 12.30 received a call from their agency saying that they could not pick it up that day due to a "vehicle problem". Could they pick it up next day in the am?.

I explained that this was not really possible as I had a client call the next day, and then I was out of the country the following weeks. So the only option was to cancel my client call and take a financial hit for doing so. I explained this to Arval CS and advised by call and e mail that as they cancelled the pick up day that I would in fairness invoice them for the failed pick up as I was out of pocket - but not the full cost - but I would reciprocate the Arval charge to a customer who didn't attend a pick up day as arranged (as per their T&Cs).

The CS girl agreed that I should send an invoice and apologised.

At 15.30 a guy turned up on my doorstep in to pick the car up! - and by complete chance I was still in. No calls, no texts to say that he was coming. He literally walked round the car took 2-3 photos and then left with it. No subsequent condition report or sign off.

Then I was advised that they would not pay the invoice after all as they had picked the car up on the day!!!. Completely ignored the discussions and e mails with Arval CS about the problem.

Despite escalating to Corinne Barton - no change to outcome. Just ignored my last letter and referred me to a T&C cut and paste nearly 11 years ago.

Just complete disregard for a long term customer!!.

Very helpful and quick look forward to dealing with them in the future

Great service from Arval, good communications, clear and concise. Fantastic customer service - never an issue booking servicing, maintenance etc. We even had the misfortune of two badly cracked windscreens within 3 months of taking delivery of the car. Unfazed it was swiftly sorted.

Really good service, car came earlier than stated, kept well informed of progress, Top company.

No issues with lease car, just a change of circumstances meant I had to terminate early.
No issues with this either.
Would highly recommend.

This company has been my leasing finance company for the last 4 years and I must say one of the most helpful companies I have dealt with.
When ever phoned for a query or help they are always polite and a pleasure to talk to and most of all sort what ever I needed answering.
I would be more than happy to recommend this company to anyone looking for vehicle finance.

Derek

Fantastic range of cars. Excellent customer service. Never a problem with maintenance each year as well as tyre service. Despite having a few financial difficulties and a few late payments they never once penalised me. Instead Arval gave me the opportunity to choose another car or continue with the same car with updated contract which I was grateful to do. This is my 5th year with Arval and would 100% recommend them to all potential customers.

The experience was smooth and easy. Much better than I could have imagined. Would definitely recommend.

I appreciate that some people may have had a good experience but i would like to draw peoples attention to the experience i have had which is by far an away horrific.
I got a business lease with Arval for a Jaecoo J7 and this proved to be quite seamless, however after two weeks of driving the vehicle i experienced significant problems with the car and i requested that the car be returned only to be told that this was not possible as it need to be looked at by their technical team.
I provided numerous videos of the problems to support them but the technical team did not see the vehicle until 7 months later which was extremely upsetting.
The vehicle was unsafe in that alarms were going off all the time due to issues with the maps which did not work.
I was then told that i actually did not have the right to return the vehicle as it was a business lease. So i am stuck with a vehicle with still numerous problems. I requested the phone records so that i could take them to a solicitor and then was told that i had no right to the phone records because it was a business contract.
None of this was written into the contract, none of this was presented to me in the sales process. I am now stuck with this car and would warn anyone getting a business lease with this company to be very very aware that it comes with minefields

Unsafe Vehicle and No Duty of Care

I have leased through Arval a couple of times previously and never had issues, but this experience has been completely unacceptable. I leased a brand-new Citroën, registration ME73 XXA, and the vehicle has switched off while driving multiple times, including on the motorway. The AA, a local garage, and Citroën have all advised not to drive it long distances.

Despite reporting this serious safety issue, Arval has not arranged recovery or provided a replacement/hire vehicle, leaving us without a safe way to make essential trips.

They have also told us not to drive it, yet refuse to provide any alternative, claiming that our lease does not include the relevant package for a replacement car — which is irrelevant when the car is unsafe. Arval has a duty of care to ensure the vehicle we are expected to use is safe. The vehicle now needs to be taken 18 miles to a garage for an appointment on 17 February, but it is still unclear whether Arval will arrange recovery. During a 25-minute call, I was transferred five times and given inconsistent advice.

Citroën has confirmed the car is unsafe to drive, but Arval is not showing a duty of care or urgency, leaving us in an extremely stressful and dangerous position. Leasing is meant to be hassle-free, but this has been the opposite.

I will not be using Arval again and hope they take safety seriously in the future rather than forcing customers to drive unsafe vehicles.

Linsey in the complaints department was extremely helpful in investigating my complaint. She kept me updated throughout the entire process and explained everything clearly to me. This was so helpful and reassuring. Definitely made the situation much less stressful. Thank you !

Will not be using this company again. 3 year old vehicle on a 4 year lease had a major gear box issue costing nearly £3k to fix. Car was 6 days out of warranty when issue occurred.
Arval have been awful in responding, sometimes taking a week to respond whilst we have been left without a vehicle to use or a courtesy car for 5 weeks. Will not be using again.
Happy to take your money and can instantly get back to you when you want to initially lease a car but somehow can go weeks without a decent reponsw from them when there’s an issue!

Never had an issue with Arval during my time with them. Good communication, easy to contact. No issues.

Early days but everything has gone quite smooth and procedures explained quite clearly.

From the initial enquiry made about the vehicle until it arrived I was kept up to date.
Good customer service.

Spoke to a very nice young man who passed me on to the right department. The lady I dealt with was very helpful and courteous. Thank you for listening. I have received the quote and updated my account

Everything was going well. Recovered my vehicle got it to the repair workshop. The work needed was worked out all fine to that point. Then waited weeks for Arval to give or not give the go ahead to carry out the work. Once approved repairs fine received vehicle back. Would not recommend to anybody.