ALD Automotive UK Anmeldelser 2.008

My Van failed it's MOT today, and as I pay extra every month for the maintenance package the garage went to get approval for the works required and ALD said they wouldn't approve it and told the garage to get me to go remove all my stuff from the van and leave them the spare key as I won't be getting it back. They didn't even have the decency to phone me themselves and made the garage phone me who were just as shocked as I was. Disgusting company, shocking customer service. I'm now going to have to cancel all my work as I have do way of getting to my jobs now as I'm self employed

Harley made my experience run smoothly as I was not sure where to start with my process of an early termination. Very much appreciated

I called ALD Automotive today to check my Direct Debit details for my new car that I had recently taken delivery of. I dealt with Shelley Dorritt who was friendly, helpful and professional and answered all of my questions clearly and took my payment.
I was very happy with the whole experience.

Kyle Beynon in Customer Services made contacting ALD well worth it. I was very pleased he could answer my queries and send me copy invoices and then told me additional information I did not know, but which helped me sort out my companies account, as it was in a mess for over a year. Thank you Kyle. :-)

I can't speak highly enough of the service I received from Cheryl M. She was absolutely brilliant from start to finish and is a real credit to the organisation.

Cheryl has the "science of service" spot on. She struck the perfect balance across the three things that really matter:

Relationship — she was warm, friendly and genuinely understanding, which made the whole experience feel personal rather than transactional.

Reliability — she did exactly what she said she would, when she said she'd do it.

Responsiveness — she was totally focused on my enquiry and dealt with everything promptly and thoroughly.

On top of all that, she went well above and beyond in both her approach and her commitment to sorting things out properly. It's rare these days to deal with someone who so clearly cares about doing the job right and puts customers first.

Hands down the best customer service I've received from anywhere in a long time. Thank you, Cheryl!

I have used ALD Automotive for over 10 years. My recent experience with ALD was exellent following an impressive service delivered by Christopher Thompson. He was helpful, reassuring and went out of his way to ensure I received the best service possible. I was all delighted with the outcome.

Cheryl M was so helpful today. I have been waiting for correct information for several days and going round in circles but Cheryl solved all of this for me and explained everything really clearly. She even stayed on the line while I was receiving and sending back documents.
Thank you Cheryl.

Probably one of the the best experiences with a call centre advisor I have had.
Laura F spoke clearly, knowledgeably and had all the information, plus a lot more, that I required.
She outlined an option (daily hire as opposed to annual contract renewal) that I didn’t know was even available.
Laura was friendly and informed, altogether a first class service this morning.

I rang today 17/4/26 @ 17:00 hrs and spoke to a lovely member of staff called Cheryl. The information i was after was explained perfectly and was even good enough to help with another query while on the phone .I have dealt with many members of staff from ALD in the past but If every member of staff at ALD automotive was as pleasant and helpful as she was today my past experiences would be different (better) .

Cheryl looked into my problem and found that unfortunately errors had occurred but without any delays she put in force a solution going forward.
The lady was EXTREMELY efficient polite and I cannot praise her enough for the way she looked after me.
I would recommend that you review her salary as she is a valued member of your team.

Emailed them a couple of days ago asking for an update on delivery of my lease car. No answer and reading other reviews not prepared to hang on the phone for ages. I'm now looking at other lease companies as I'm still within the legal cooling off period.

The waiting time is not so good otherwise the rest was very good

Virtually impossible to contact anyone by phone or email. All their various phone numbers for booking car collections, complaints etc all go into the same options, with wait times of over 35 minutes for someone to answer the phone. If you try emailing them you get an auto response saying they’re “busier than usual” and it will take a while to get back to you. Very stressful and awful to deal with. Will be going elsewhere for my next car lease.
Update to review: having got an autoresponse from an email I sent them and worrying that it might not get read for weeks, I held on the phone until someone finally answered, then chose to book my car in for collection at the end of May. Just now hope this all goes according to plan.

A couple of points to note:

Your portal Does not work If I select any combination or email address it doesnt let me in- it also does NOT send forgotten password links as it suggests it does to any email address linked to this contract and account.
The communications therefore have only ever been with me calling you.

Your average wait time to speak with someone on your phone line is 25- 30 minutes

You have messed us around constantly on these calls giving us mixed information throughout we initially enquired about buying the vehicle - you gave us a quote we rejected it and told you we were no longer interested in buying it and would you please stick to the original collection date - Again this wasn't done in writing as we cant seem to login to your stupid portal.
This was all done verbally on and over several phone calls - please check you recorded logs.

You then inform us you cant collect the car if its MOT is not Valid we then arrange with you a garage to get this done - that garage messes us around constantly cancelling on us and rescheduling us (whilst this is not your fault you could have avoided this by telling us this more in advance so we were prepared to get the MOT done in time for collection rather than leaving this until the very last minute.

Absolutely awful customer service if you can even call it that,portals dont work , they never answer the phone min 30 min wait for someone to even answer then they put you on hold no matter what you ask them AWFUL.

I am extremely dissatisfied with the conduct and service standards of ALD Automotive in relation to a clear overcharge and the unacceptable delay in issuing a refund.

I received written correspondence dated 13 March 2026 advising of an outstanding balance of £398.40, which was requested to be paid by 22 March 2026. This amount was settled in full on 16 March 2026, well in advance of the stated deadline. Despite this, my account was subsequently debited on 24 March 2026 for £796.80 — an overcharge of £398.40.

This error represents a failure in basic billing controls. More concerning, however, is the company’s handling of the matter thereafter. I had already contacted ALD Automotive by telephone prior to submitting a formal email complaint on 1 April 2026, clearly requesting reimbursement of the overcharged amount.

Despite this, no corrective action was taken. Upon further contact on 9 April 2026, I was informed that the refund had effectively been “missed” and would now be re-submitted to the accounts team. While an apology was offered, no meaningful resolution has been delivered, and I remain out of pocket.

The continued retention of funds that are not owed raises serious concerns regarding both internal processes and accountability. This prolonged delay, despite multiple communications, falls well below acceptable standards of financial and customer service practice.

It is particularly disappointing given that LeasePlan UK Limited — whose business ALD Automotive has taken over — consistently provided a reliable and competent service, with no such issues experienced.

I now expect the immediate return of the £398.40 without further delay. Failing prompt resolution, I will have no hesitation in escalating this matter further.

This experience has been extremely disappointing and has significantly undermined my confidence in ALD Automotive.

Very pleasant customer advisor Laura, with detailed information and support.
Highly recommend

Amazing customer service
So supportive
& really took the time to chat through my options & to help me

I have now spoken to Caitlin twice, and she has been consistently helpful, polite and clear.
She made the whole experience very simple and was extremely pleasant in her manner.
Thank you!

The outstanding interaction with Rachel R. Despite the need to call being totally down to me - due to an oversight on my part, I do think I have have had such a sympathetic hearing from a Customer service person ever. Well done Rachel for listening to my issue and dealing with it professionally plus taking it forward towards a successful resolution.