“Avoid this company as if they were offering you a FREE decapitation. Start of the pandemic I wanted to reduce our mileage. Took 3 months of chasing trying to get it pushed through at the price they had confirmed. During this time I was made redundant from my job and because of this and due to their incompetence I did not now pass the finance checks so they could not offer me the lower offer agreed. I had a complete email thread trail so I passed on to the financial ombudsman to resolve. Over a year and half later of chasing, providing information I reached an unsatisfactory settlement.
And just when i thought things couldn't get any worse a week or two after the lease had ended and the car was collected they have tried to charge me for a period of time when i did not have the car, and are currently threatening to forward my details to a credit agency.
Only use this company if:
1.You enjoy banging your head against a brick wall.
2.Enjoy talking to yourself
3.Fancy getting rinsed out of some money for no apparent reason.
4.Enjoy being treated like you do not matter.
5.Want to get involved in long drawn out complaints process with the Financial Ombudsman.
Can I give any positive feedback to the company? Of course....I am now with a different company and hope to never deal with this bunch of complete and utter con artists ever again.
Use them at your own peril!”
“If I could give them zero stars I would - appalling customer service, broken administrative processes and incorrectly making direct debit charges. Much less than you would expect from a financial services company. All major automotive brands should be distancing themselves from Lex - they are detrimental to customer success.”
“AVOID THIS COMPANY
Do not use this company. They are even worse than their 1* reviews. It's only 1* because you can't rank at zero. Their customer service is by far the worst I have ever received and they really don't care about anything but extracting £££ from you. Complaints take months to deal with. They do not answer the questions you ask and only send generic responses designed to frustrate and make you give up. , The service contract is deliberately misleading and the only phone number given does not work. I'm now forced to report them to their regulator and to the Financial Services Ombudsman.”
“I'm afraid so many of the other reviews on here are accurate. I took out a lease 3 years ago and arranged collection this week. Ahead of collection I had the car checked out by a body shop expert and had a few minor pieces of wear and tear taken care of at the cost of £300.
The vehicle was collected yesterday, and I have now received a bill for over £1100, most of which is for replacing the passenger side front door panel. Allegedly there are 3 small dents on this panel, none of which are at all visible with the naked eye and all of which are under the 15mm allowed under the guidelines, but Lex Autolease are trying to charge me £970 for a new door panel. Absolutely ludicrous.
I have emailed and phoned to complain, but I'm getting nowhere. Don't use these thieves!!”
“Had car on 36 month lease i was told by lex car was due an mot on day before it was to be collected.lease was arranged on a 3 year deal to avoid mot totally useless company avoid at all costs will definitely tell everyone I know to avoid like the plague”
“We had a brand new vehicle delivered to us that was faulty, if left us In March after a while of the garage messing us about with the parts of which still isn’t resolved, we complained to lex, lex have only just resolved our complaint now June. We are so unsatisfied.”
“AVOID LEX AUTOLEASE. CHOSE ANOTHER COMPANY, AS I'VE NEVER DEALT WITH SUCH A DREADFUL COMPANY. NO ONE CARES ABOUT CUSTOMER SERVICE. RAISED A COMPLAINT WITH THEM OVER 3 MONTHS AGO & STILL TRYING TO GET A MEANINGFUL RESPONSE.
ATROCIOUS COMPANY”
“Hi. I had money taken from my account by Lex- they paid it over to a private parking company who as usual were trying it on. I had no intention of getting into any correspondence with the private parking company. Lex did. Even though due to the protection of freedoms act
, they had done their legal duty by revealing my name and address, Lex paid out £180 from my account - and dismissed my complaint out of hand. Their argument was that if they hadn’t paid it then they could have been taken to court. That’s incorrect as they had passedmy details on and that passes all dealings over to me. They also stated that the lease contract allowed them to do it. I disagreed but they arrogantly advised they had reviewed it and they were correct . Case closed. I was not at all happy so I hired a solicitor - and lo and behold they have just paid me my money back + my legal costs + their own legal costs ( this was not a short process, they argued for 18 months or more). In the end their contract clearly didn’t allow them to do this. They tried to agree to pay me if I agreed to be silenced by a Tomlin order ( which says I won’t mention this or else I am in legal trouble).I wouldn’t sign it, they were not impressed that I wouldn’t sign ....but I knew what they were trying to do.they were very keen to pay their due’s but only if I would be silenced. I would not - but they had by now admitted liability and knew they are in the wrong. Have you had a similar experience? Don’t stand for their arrogant/ dismissive reply. They cannot simply dip into your bank account in these circumstances. An extremely bad experience only made palatable by knowing they eventually paid - and paid a heavy price as they also had high profile legal representation.”
“The most horrendous company. Completely incompetent. Their customer support is non-existent and they have bullied and ignored my mother whose contract has ended but they have refused to make any effort to pick up the car and are consequently charging every conceivable fee. PLEASE AVOID AT ALL COSTS.”
“I work for them and even I had to fight to get the non existent damage charges removed. BCA or the dealer's damage the car's LA know this but someone has to pick up the bills.
When we farmed out the personal and SME business to brokers things got bad, combined with frequent redundancies you never know when your set to face the axe so might as well care less and sit tight until it's your turn to go . Lost so many great people now and those left are sour and exhausted. Choose another company to lease your car. I would not recommend”
“Richard Andrew Jones, the MD of this Company should be put in Jail and never be aloud to work in this or the finance industry again. Company should be struck off for major failings for personal and professional negligence. Pursuing Press, and Financial Ombudsman ref the catastrophic incompetence of this company. All car dealerships should stop using this company.”
“Their customer service went completely inaccessible during the first pandemic lockdown in March. I had to return the lease car by end of May but could not access them and they did not answer my calls or emails until July. Then they started charging extra for the months after finishing the lease. According to their website there should have been no change in the payments until we could arrange the return but they claimed that the deposit was only for the first 36 months of lease and they have to take extra to cover that. I don't understand why a 3-yr-old car should have the same deposit as a brand new car! Plus you are supposed to take care of your costumer in the time of special circumstances like this pandemic time.
Overall, terrible customer service experience with them, and they are searching for excuses to charge you for nothing!”
“Oh look, another 1 star. Poor customer service if and when they answer. Minimum 30 mins wait with the usual generic ‘sorry, but we are extremely busy at the moment’. Usual call centre b@llocks! Spent over an hour trying to call them (first call they hung up) just to get an eta on my car being collected. Shop elsewhere and read the other reviews. They’ve no intention on improving their so don’t give them your money!!!”
“If I could give zero rating I would! The worst company hands down! DO NOT USE THIS COMPANY! Due to lockdown my car was not lifted however it took them a long time to lift it once lockdown was eased. When collection day came I was notified by the handler that I would be charged £130 for a very small scratch mark. As this mark did not happen under my contract time I said I would not be paying it. The handler said he would leave the car in order for me to sort it with them. LEX Autolease are now charging £429 for the aborted fee as I did not notify them before 12pm the previous day!!! I now have to complain to the ombudsman service which is just a whole fight I don’t need. IF YOU CARE FOR YOUR MENTAL HEALTH AVOID THIS COMPANY! The original mark came out with a cloth btw! Crooks”
“Leased a VW that has paint problems, tried to claim under VW warranty however VW will not deal direct with me as I am not the owner. Lex happily accept the rejection of VW warranty claim, they win either way. Either VW pay or I do ! Lex customer service are arrogant and useless. Wish I had leased from any company rather than lex. Avoid this company , do not lease/ rent from them”
“DO NOT trust Lex Autolease with your hard earned money!
Got a brand new Jaguar XF through my small business on contract hire from Lex Autolease. Paid for it in full, on time every month over a 3 year term; only actually had the car a few months of those 3 years as it went in and out of garage 15 times! The dealership couldn’t fix the dangerous steering fault and Lex did NOTHING to help. They just kept taking my money. Terrible customer service, poor car quality. DO NOT TRUST THESE PEOPLE. LEX DO NOT CARE ABOUT THEIR CUSTOMERS.”
“TERRIBLE COMPANY WITH THE WORST STAFF THINKABLE, OVER 10 WEEKS TO REPLACE A BROKEN REAR SPRING AND TO BE OFFERED LESS THAN 1 MONTHS PAYMENT AS COMPENSATION, STILL NO SIGN OF THE VEHICLE REPAIRS EVEN STARTED GOING IN TO WEEK 11 TODAY”
“Leased an Evoque on a 5 year contract. Lex could not collect the car on the cars due return date and arranged to collect 6 days later (their choice not mine)!! and then had the audacity to charge me £161 because it was late being returned. The car was serviced, MOT'd, valeted and not driven - their reason for the charge was that I could have driven it??
I then got another bill, for numerous dents and scratches which were not picked up on the initial assessment made by the person collecting the car - another £523. They failed to take into account general wear and tear on a 5 year old car.
Another invoice was then received for excess mileage - £1044!!
The invoices were sent with payment collection stated as 4-days later, which does not give any time to raise concerns and get them dealt with before they just take the money.
Very disappointing service, would never deal with them again.”
