ALD Automotive UK Reviews 

Helpful, clear and prompt assistance given by Sam…very happy

Agree with other reviews here - beware of a huge bill at the end of your contract, even if you look after the vehicle like it's your own. Collection report you sign when the vehicle is picked up to agree what damage exists is ignored and lots of extra charges added after the fact.

My lease came to an end after 4 years and when the vehicle was collected, a scratch and a scuff identified as chargeable. This is what was on the condition report and what I signed for and agreed to pay - around £150. Vehicle had been very well looked after, dealer service each year etc etc. A week after collection I received a bill for over £500 including 4 other items which ALD had added on, even though they weren't on the signed-for collection report. I complained, they didn't listen, and they demand I must pay immediately. They've also charged me an additional £350 for going 750 miles a year over my allocation during the 4 years I had the car.

I get charges need to apply where genuine damage is caused to a vehicle which reduces the resell value, but these are stone chips, tiny scratches where my young daughter's seat belt has rubbed against the door frame etc. And regardless, what is the point of having a collection inspection and making you sign it off if it will be ignored and additional charges added after the fact.

I've been a ALD customer for nearly 15 years, made over 200 payments to them - always on time - over that period, and it's really disappointing to be treated this way.

Quick to answer the phone and polite customer service although I was misadvised by Kelly in customer service which has caused some stress

Customer service person Katie was very helpful and polite. great service and would reccomend

Would not use them again. They refuse to have us listed as keeper so everytime a vehicle get a parking ticket they add an administration fee. All other finance Company has always agreed to have us listed so I would stay well clear of ALD

Absolute rip off!! I had my vehicle for 6 years (looked after it) returned vehicle with minor wear and tear! Received £500 bill for a few tiny scuffs. They told me if I handed my vehicle back by a certain date then I would not have to pay last payment. They were lying so I handed it back early and still had to pay. They tried to charge me £300 for mileage I was over ( I checked my contract and I was only slightly over ) they expect you to hand the vehicle back in an as new perfect condition no matter how long you have it! They will make more money on this car than what it’s actually worth by the time they sell it on, while trying to rip you off in the process.

Get a bank loan with a better APR and have something to show for it at the end.

Even if you look after the car and keep up with the services and hand back in a good condition they will try and charge you for something. So be ready for a £1000 bill on return.

Meg was extremely helpful and competent...she was also very patient with me in explaining the process and navigating the technology.
Many thanks

They pick up the phone more or less straight away when you call and are very thorough and helpful

A truly shambolic company, with zero
Customer service whatsoever. Firstly they failed to set up a DD properly, which took a lot of time and stress on my part to get right. I put in a complaint, not looking for anything other than a sorry and was dismissed out of hand,
Now I’ve been waiting a month for a response about driving abroad, having followed the due process set out on their website. Unfortunately I’ve still got 2.5 years left on my contract, but I can’t wait for it to be over (though reading other reviews, the end of lease pick up seems an experience unto itself). Avoid leases with them at all costs

I would like to give Cheryl an amazing review for her outstanding customer service. She was absolutely fantastic from start to finish and did everything she could to resolve my query quickly and clearly. I was feeling quite stressed when I first contacted her, but she immediately put me at ease and made me feel relaxed and reassured. She explained everything clearly, was patient and professional, and made the whole experience so much easier.

I’ve spoken to Cheryl a couple of times now, and on every occasion she has been incredibly helpful and pleasant to deal with. She is a real asset to ALD Automotive and a fantastic example of what excellent customer service should look like. Cheryl is a credit to the company, and I genuinely couldn’t be happier with the support she provided.

Around 18 months ago, I returned a company vehicle to ALD. What followed was an experience that I would strongly recommend others avoid.

After the vehicle was collected, ALD presented us with several hundred pounds of charges for alleged “damage” that, in our view, simply did not exist.

For those who have owned a Tesla, you may recognise two particularly frustrating examples. The parcel shelf does not connect to the boot and therefore does not lift with it, yet ALD treated this as a fault. Likewise, the front number plate protrudes because of the curved shape of the bumper, something that is inherent to the vehicle’s design, yet this was also charged as a fault.

They also doubled the ETF, explaining that the vehicle’s resale value had fallen since their previous assessment. In effect, they appeared to be attempting to pass that reduction in value back onto us.

We raised formal complaints. ALD responded initially, but then stopped engaging with us. We subsequently sent a solicitor’s letter informing them that the company was insolvent. Again, there was no response.

Fast-forward around 18 months and ALD applied for a County Court Judgment using the company’s old address. That was followed by bailiffs being instructed to attend a residential address, despite ALD having been informed that the company was insolvent.

We contacted the court, who advised us to simply inform ALD of the situation. We have done so. Yet, despite being made aware of the circumstances and the incorrect address, they continue to pursue the matter. They knew it was the wrong address as the correct one is on companies house and they came to the correct address to collect the vehicle.

From our experience, this has gone from disputed vehicle charges, to proceedings being served at an address that was no longer appropriate, to bailiffs being sent to a residential property in pursuit of a company debt.

Rules and laws matter! or at least they should. Unfortunately, our experience with ALD has left us feeling that they don’t matter to this company when it comes to pursuing us.

I would strongly advise anyone considering using ALD to think very carefully and understand exactly what you may be getting into.

Based on our experience: do not use this company.

I had a very positive experience with the agent, who helped resolve my road tax issue quickly and professionally. They listened carefully, explained the process clearly, and kept me informed throughout. The matter was handled efficiently, and I felt reassured that everything was being dealt with properly. I really appreciate the agent’s patience, helpful attitude, and commitment to finding a solution.

Excellent service from Nick at ALD Automotive

I contacted ALD Automotive regarding an invoice that I felt had been inflated and Nick handled the matter exceptionally well. He took the time to properly review the charges and subsequently credited back the cost of an entire front bumper after establishing that it wasn’t required.

The whole matter was dealt with diligently, fairly and very swiftly. It’s refreshing to deal with someone who takes ownership of an issue, investigates it properly and resolves it without unnecessary back and forth.

Excellent customer service from Nick, a real credit to ALD Automotive.

Great experience from start to finish
Cheyrl answered my call promptly and then went on to deal with all my queries, they were dealt with completly and clearly in a very patient and polite manor
I was totally satisfied
Thank you so much

ALD have been amazing when sorting out issues whether it is payments, repairs or servicing etc. The staff I have spoken to each time are patient, fully informed and more importantly understanding of how life can sometimes through up challenges for those who are self-employed. What I also love is that you always get to speak to a real person and shifted around various options or AI. Overall their customer service and general communications are good and if they make a mistake they own it and sort it out.

Awful no one responds . Having problems with the system to sign lease agreement as wanted car asap . Has been going on for 2 weeks no back up plan and apparently cannot send hard copies or even send to print and sign . Slowing the whole process when needed a car .
Frustrating

Very good customer service experience from, I think, Tracey, who was extremely helpful.

Beware of the amounts deducted for what is deemed as ‘other than fair wear & tear’.

Absolutely abysmal IT support. I’ve been waiting a full week to resolve an IT glitch relating to a lease agreement and it still isn’t resolved. No communication from ALD or the Broker. A simple task seems to be impossible for them to resolve.

If I could have given zero stars I would have keep clear of these thieves and burglars they will feed you misinformation and returning the car is just a cashcow for these chances who try to con money out of you u don't owe they never gave me a 2nd key yet trying to charge me 200 bar for another key I never had avoid ALD at all costs they are thieves

I needed some copy invoices and Sophie A was extremely helpful, polite and friendly.
She found what I needed really quickly and was a pleasure to talk to.
Fantastic customer service.