Ayvens in the UK Avaliações 209

Lesley Parnell was super helpful right before Christmas, working with Tesla to pair my order to a car to speed up handover. She kept me updated when promised and found the solution I wanted.

Disappointing customer service experience – Ayvens UK

I rarely post publicly about poor service, but after weeks of unresolved issues, I feel it’s important to highlight my experience with Ayvens UK.

Despite formally rejecting a vehicle, sending written correspondence, and making multiple follow-up calls, I have received no meaningful response, no ownership, and no resolution. The vehicle remains with the manufacturer’s garage, where engineers have been unable to identify a root cause — yet communication from Ayvens has been almost non-existent.

For a company operating in a highly regulated industry, this level of customer service is deeply concerning:
• Repeated failures to respond to written correspondence
• No clear accountability or escalation pathway
• Prolonged delays with no proactive updates
• Customers left to chase rather than being supported

This is not a one-off inconvenience — it’s a breakdown in basic service standards and customer care. Leasing customers deserve transparency, timely communication, and decisive action when things go wrong.

I hope Ayvens takes this feedback seriously and reviews how customer issues are managed end-to-end. Reputations are built not when everything goes right, but by how organisations respond when things go wrong.

If anyone from Ayvens UK leadership or customer relations is willing to engage constructively, I would welcome a conversation.

#CustomerExperience #CustomerService #Accountability #UKLeasing #Ayvens

The team was very supportive and have followed up on my incident until it was resolved with a positive outcome. Would especially thank Mo for his communication to resolve the issue.

After finding out my current order had been delayed for an additional 6 months from the car dealership, Paula Hoey was a massive help in finding an alternative that could be delivered sooner and helped in cancelling my current order. She went above and beyond in keeping me updated and liaising with the dealership to ensure the switch went smoothly! Thank you so much for all your help!

Ruben was so attentive on the phone and helped with all the further questions over email. He replied quickly and helped solve all issues I had. Thank you for the help :)

I have been in contact with Mo Mahmood from the fleet management team (3) with regards to ordering a company car. Over the past couple of months I sent him a lot of emails and questions, and he handled every one accurately and promptly. Mo was patient, professional and always took the time to make sure I understood the options and next steps. He genuinely went above and beyond to help — his responsiveness and support made the whole process much easier. Big thanks to Mo for everything and i am looking forward to getting my new car now!

Paula Hoey
Order Team Executive
Operations
Excellent customer service approach,helpful and polite,your employer is lucky to have you in their team.

Regards
Monica Virforeanu

Fast response

Leased a car for 3 years, 2 months before returning the car I had nothing but problems with this company and it has forever put me off. I had a return date scheduled for my car to be picked up and a month prior to this the service light came up on the dashboard. I called them to arrange a service date to which they provided me a date 3 days after the car would be picked up. Called them back the same day and explained I wouldn’t have the car and wouldn’t be able to take the car to be serviced so could I have a new date. Received a text after the phone call with a new date, for the same date that I had just cancelled. Called them again and explained the situation again. 2 days later I was then given a date 6 days after the service date. Again very unhelpful. Had multiple phone calls with the company trying to get the date rebooked including up to the Friday before pickup on the Monday. Even asked over these few weeks to have a new pick up date which I was told they would not cancel but still wanted the service to be done before pickup, whilst still giving me service dates after the pickup date. On the Friday after being on the phone for over 45 minutes I was told to try to get the car serviced over the weekend and charge it to them, and then call Monday morning if I hadn’t been able to do it. Being absolutely exhausted from calling for weeks on end and having hours of conversation with them, I didn’t question what I was advised and just followed the advice. On Monday morning I had managed to arrange a service for the Monday and told Ayvens I wouldn’t be available that morning for pickup. They then cancelled the whole delivery process and stated I would be charged £200 for cancelling late. They have then ‘investigated’ this and decided to still charge me for the cancellation fee. They have claimed they have listened to all the phone calls I made however when I further asked them about this they said they ‘couldn’t find’ the earlier phone calls despite saying they had been recorded. I have provided evidence of these phone calls myself and then asked for the recordings of all the phone calls I made, which I was told I would receive the following week. This was 4 months ago and they have since ignored all further emails I made to their company. The customer service is disgusting and they are corrupt. Charging me for following the advice they gave is absolutely disgusting after I made every effort to make them aware of the service date.

Gurvinder , Affy Puneet - All have helped me get to grips with the new company car and all the small questions around them. Appreciate the time they take to validate queries. Very quick work around the plate transfer and helped me out with my configuration. Thanks chaps. Always pleased when one of you pick up the phone to me. -Sumeet.

This is the fifth vehicle I’ve leased through Ayvens, and the experience has once again been faultless. From the initial enquiry through to delivery, the process was well organised and clearly communicated.

My point of contact, Joff Smith, has always provided an excellent level of service. He takes the time to understand what I’m looking for, provides clear options without any pressure, and is always quick to respond to questions. Joff keeps things simple and transparent, which makes the whole process stress-free.

Each time I’ve leased a vehicle, the paperwork has been handled efficiently, delivery has been on schedule, and everything has arrived exactly as promised. I’ve never experienced any hidden fees, delays, or last-minute surprises — just consistent reliability and professionalism.

It’s rare to find a company that maintains high standards over several years and multiple transactions, but Ayvens has done exactly that. I have total confidence in their service and will continue to use them in the future.

Highly recommended.

WARNING: Paid £14k+ for car Leaseplan/Ayvens admits has "persistent issues" - still charging full price

Leased VW ID.4 through Ayvens March 2022. Three years and £14,000+ later, they've admitted "persistent issues with the vehicle" and upheld my complaint - yet I'm still paying £391.76/month.

The pattern:
- Sept 2023: Rejected my Consumer Rights claim
- Feb 2024: Rejected again despite video evidence
- Oct 2025: Finally admitted persistent issues, offered 10% goodwill

The faults: Display blackouts, ACC failures in rain, phantom braking, windows "going mental" (my son's words).

We had no choice but keep driving - wife's essential work, kids' school. Now they cite our "continued use" against us, though case law confirms this is "undue economic pressure."

They upheld my complaint and admitted persistent issues. Under Consumer Rights Act, that means repair, replace, or refund - not 10% off while I keep paying full price for admitted faults.

Currently with Financial Ombudsman.

Three and more years of documented safety, usability and consistency concerns, and their response to "persistent issues" is a discount?

Leaseplan/Ayvens: How is 10% goodwill the legal remedy for persistent issues you've admitted?

Louie E - Thank you for being proactive to resolve issues with my order. Your creative thinking and ability to create solutions saved all parties days of delay and resulted in a positive client experience.

Diabolical experience.

To summarise, this was an order for a Company car which was ordered via our company’s internal fleet team. The process began in February and I am currently sat on a bus (October 28th) hoping to get to a meeting before the end of the day.

Whilst part of the delay has indeed been outside of Ayvens control (dealer changing car model), the parts which have been within their control have been handled appallingly.

-Sending an automatic email to say “everything is ticking over” 3 weeks before expected delivery date and then having the order cancelled 10 days later because the model was discontinued was unfortunate. Did nobody check this or build slots?

- bungling the replacement order three times in the following 2/3 weeks was certainly within their control (process issues like using incorrect order numbers and entities). I ended up having to call daily and each time I felt I was explaining the background from scratch. Why was I the person having to be proactive here? Is there nobody taking accountability?

- Raising a process-related complaint was met by the promise of a response within 28 days. 28 days later the complaint was closed automatically with no contact, claiming that this was out of their control. Given the complaint was regarding their process, I found this particularly egregious.

- reopening the complaint was met by another promise to come back in 28 days. After 28 days I received an email saying my complaint was being looked into. That was 2 weeks ago.

In summary, if you enjoy trains and buses, then by all means work with Ayvens.

Excellent service and advice given by Affy - thank you

Following some urgent order challenges, I passed these into Ayvens for support and the speed they were able to turn around my requirements was fantastic. Stacy Mccolgan in making sure the order was turned around with amazing speed, furthermore Irindeep Mann specifically ensuring my order with the manufacturer was converted quickly and provided clear and very helpful information. Thank you!

Very helpful with my enquiry and the questions I put to them regarding my quote..

I had issues with my Shell Recharge card, so this wasn’t really about my company car this time , which is partly what is so great. The service I receive for my actual car of 30 months is always first class too. What was exceptional today was the service I had from Annika Dogra when it went above and beyond any remit and kept me sane in a crisis ! Not only that she contacted the correct teams that two previous hours of my efforts had failed to find and resolved the problem of a failed RFID. Simply superb thanks

Although there were some delays in delivery, the customer service Ayvens has provided has been very good. Most notably Mikki Green from the orders teams was very pleasant to deal with and ensured I was kept up to date with the status of my order.

Sara reached out to me concerning my order, to check one aspect and we identified something that needed changing. Being proactive like this is a great help and a great service.