Abysmal from start to finish
Abysmal from start to finish. Ordered one car, they got it wrong for lead-times, offered opportunity to order an alternative, which we did, they managed to forget to tell the dealership who sold it to someone else, left us without a car for nearly a month while they dallied, made absurd (transpired to be false) excuses, ignored calls and seemingly tried to find a temporary car (the car we ordered would take 7 months to replace). Eventually sent us an older Tesla that had clearly been abused by previous owner and had a range that was no use to anyone… complained, ignored, raised with ombudsman - eventually offered £500 compensation which was less than 20% of the costs we incurred in temporary hires and last minute insurance policies, all documented and shared, they didn’t care. Then 3 years later my wife was made redundant so the salary sacrifice came to an end, no help from these clowns whatsoever. The fact we’d have finished the contract if they’d got the order right in the first place was of no relevance, asked to novate to my employer, can’t because it’s in her name, asked to terminate, given an extortionate figure with no calcs to support it, asked if we can reduce the mileage on the lease to bring the cost down, apparently reducing by 3000 miles per year manages to INCREASE the monthly lease charges. Cannot understand how or why. They have done absolutely nothing to help, they don’t care about our financial situation, there’s no insurance to cover it, not interested in understanding, it’s just ‘computer says no’ to absolutely everything. All they want is your money. Somehow my wife’s notice period and taxed salary didn’t get the salary sacrifice applied so what should have been a very painful 9 months becomes 12, and because they bill in arrears it somehow became our problem, so that pushes it up to 14 months of no tax saving. They have offered zero support, advice or options. I’ve spoken with my fleet manager, my legal team and even citizens advice and nobody can believe how poor this company generally, and the ‘Novalease’ product in particular is. It won’t protect you in the worst case scenario- do yourselves a favour and stay well away. Most reputable leasing companies offer an option for returning the car at a reasonable termination fee in this situation and would arrange it with the terminating employer to come from any redundancy pay. Look for them, or the ones who give an insurance option to protect yourselves. These lot will just compound your financial problems in the most autonomous and cold faced fashion you can image, and never take any responsibility (or apologise) for their own mistakes.
