Ayvens in the UK Avaliações 209

Trying to get hold of the customer service team for lease vehicles/business contracts is impossible. Communication via email is incredibly slow.

Having always used Lease Plan successfully for our company cars, Ayvens took over our contracts and that's where things have deteriorated. I chose an extended range electric company car in Nov 2024. After just one year of driving the car, the manufacturer (Volvo) advised customers that the battery has a risk of fire if charged above 70%. Given I have the extended range model, I NEED a car that has significant mileage range and therefore reducing this by 30% is totally irritating. And also pretty unsettling to have a car that is a fire hazard sitting on the drive.

I have repeatedly contacted Ayvens about the issue and their advice is to 'give Volvo time to rectify the issue'. The first warning was Dec 2025. It is now nearly May 2026. Nothing has been resolved in that 6 month timeframe. In the meantime, I am still paying in excess of £500p/m for a car that is not as described. Ayvens refuse to exchange the car so I will be forced to seek legal action given this goes against consumer rights. My relationship is with Ayvens, not with the manufacturer. That is the point of leasing.

My advice: just pick another company!

Ordered a vehicle through the salary sacrifice scheme through my employer which uses leaseplan (now ayvens). Chose a car advertised with a 4 week lead time. Completed all the paperwork and checks only to be given a delivery date 16 weeks from the point of order.
Website provides no details/updates on the order.
Phoned up customer services only to be told they don't have any stock vehicles and they are all made to order, therefore you have to wait. Stated the monthly lead time document is misleading and the agent agreed! Asked if I wanted to cancel.
Poor website, poor communication, misleading information.
Would not recommend (if you have a choice. Unfortunately I don't and can see this turning into a 3 year headache).

UPDATE: After experiencing a catalogue of issues, this was a really strong service recovery.**

Suki from the Ayvens Order team worked incredibly hard to help me cancel and reorder my car. She took full ownership, called me twice a day to keep me updated, and proactively involved her IT team to resolve the issues.
Fantastic service, clear accountability, and much appreciated support. Big thanks to you, Suki.

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Previous experience
I work for Unilever and have no idea why a blue chip LARGE corporate would partner with a company like this

ongoing problems with my vehicle order, which have become increasingly frustrating. On Friday, I was informed by telephone that my car did not need to be reordered and that the delivery date was unchanged. However, I've now received yet another update indicating a change to the delivery date, adding to a long list of issues.

To date, I've encountered three incorrect quotes or contracts signed, two incorrect vehicle orders, and a delivery date that has been moved several times—resulting in an eight-month wait so far. Originally, I was expecting delivery in May, and now July 17th, and I expect this date will be shifted again. Throughout this process, I've had to repeatedly chase for progress updates, yet communication from AYUK has been consistently lacking. Promises to call me back have not been kept, and the customer service experience has been woeful.

This continued lack of attention to detail is simply unacceptable,

They also hang up on you. At this stage, no one has bothered to contact me directly to discuss these concerns and to help resolve the situation.

Don’t order a car with them. Absolute joke

Maria Woollard was the first person throughout my entire experience with your company who truly demonstrated strong knowledge of the work while also showing genuine empathy for the customer. She went above and beyond by proactively offering to follow up on my order and guide me through the next steps. This is exactly what excellent customer service should look like. Thank you, Maria.

Morning,
I have tried to contact the team several times via email and telephone, but the service has been disappointing. On some occasions, the call was simply cut off, while on others, I was promised a callback by the end of the day which never happened. I am still unaware of the current status of my request or an estimated delivery date.

I have given 1 star only because you cannot leave a Zero star review. I called Ayvens tyre breakdown service at 17.20 hours to report a replacement trye was needed on my vehicle this is a 205/55/16 the most popular size of tyre in the country. I was told that the breakdown would attend within between 1 hour to 1 and a half hours later, i called them back after waiting 2 hours and nobody showing up to replace the tyre. I was told the breakdown had been passed to Halfords for them to attend, the call handler told me that Halfords had not even attempted to respond to my tyre issue as of yet and they were unable to source the correct size(the most popular size tyre in the country). The call hander then said he would try other companies to see if they could attend and replace the tyre. Called back 10 minutes later to sday they could not locate a tyre of that size and i would have to wait until the following morning to see IF they could find a tyre. I have received a call this morning stating they cannot find a tyre of that size today and they will TRY to find one tomorrow. This will mean i have been without a vehicle for over 40 hours due to poor breakdown tyre service offered by this company. This situation has gone from the ridiculous to the absurd. I have made 2 complaints to their complaints department lets see how they respond to those!

Affy was great at quickly resolving 2 queries I had. Thanks 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 !

Specifically writing this ref Irindeep who listened, took accountability on behalf of a colleague who had not given the best advice, solution solved and helped overcome the challenge very quickly. Couldn't have asked for more

Irindeep was so helpful when taking off an EV charger from my order. Thanks 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

Had an issue with my car which Ayvens were absolutely useless in helping resolve. Ayvens could not get the car booked in anywhere in less than a month on 3 separate occasions, despite the fact I could phone up the garage and book it in myself, which I ended up doing. Raised a complaint with Ayvens who have ignored the complaint other than send me generic automated emails. I managed to have the issue resolved by my local garage under warranty with zero help from Ayvens. I even let them know it was fixed yet I still receive automated emails saying they are looking into it.

Long story short - useless for booking car into local garages in a reasonable timescale. Complete lack of care for the customer.

Affy was great help with solving my issues today. Got to the point quickly and definitely helped a ton!

Today I've been dealing with a tricky situation about the collection and off hiring of a rental van. Both Roger Mullen and Ayvens has been extremly repsonsive and supportive, can't thank them enough.

Mo Mahmood from the team has helped with any issues I have had and gone above and beyond to help fix them. Would recommend.

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.

Sukhpreet was helpful and courteous at all times. She consistently did her best to support me during what was a difficult period, particularly given the delays and long lead-times involved. Her professionalism, patience, and willingness to assist were greatly appreciated and made a challenging situation much easier to manage.

Marco Schiavo, Fleet Controller at Ayvens Flex is so helpful, fast and friendly! Whenever I have a question or a problem to solve, Marco is right there for me, always going the extra mile. Thanks!

Good evening,

I haven processed a review to the MG CEO regarding vehicles reliably.

I have authentic photos and media regarding the performance of a vehicle.

Detailed timeline and authenticity has been verified.

Experience within sub lease company is worrying and concerning, not trusting general public concerns which includes authentic evidence.

Never again, awful service, ongoing complaint. #willnotgiveup

Hi there,

Just to add on my previous review (current date today 04.03.2026.

Date of experience 26.02.2026 (However, ongoing concerns and issues exceeded 6 months and formal complaint raised in October 2025).

Just to confirm, I have not refused to give details from the response on trust pilot, this was an ongoing complaint, which has now generated into a second complaint (still not acknowledge).

When an electrical vehicle generates faults there are concerns for safety and have confirmed this with various supporting organisations and authorities.

I trust complaints are treated in fairness.