ALD Automotive UK Reviews 

Phoebe B was extremely helpful both times I spoke to her regarding my van finance, she sent out the documents straight away and answered all my questions making me feel very comfortable about the situation.
The only reason it wasn’t 5 star was because it was a fairly long time to get through. Phoebe B was brilliant though, thanks for your help.

Phoebe B was excellent needed documents for clean air sticker in France and she E-mailed these within 5 minutes of my call. In addition stated if I had a problem obtaining the sticker to get back in touch and she would do her upmost to sort out any problem. A nice change to have someone happy to help, a pleasure dealing with the lady a credit to the Company

Really friendly representative who took the time to explain everything and went above and beyond to check extra details for me to make my life easier - thank you!

Been dealing with ALD since December 25 when they failed to collect a lease car on 2 separate occasions, both time awaiting at home all day for a collection that never materialised.
Had numerous phone calls and sent lots of emails asking for the company to come and collect the vehicle over a period of weeks.
After finally arranging to get the vehicle collected and being promised that all late hire charges would be cleared (bearing in mind I’d been paying almost £300 a month whilst the car was sat on my drive).
After collecting the car, I received a bill from ALD for alloy wheel refurbishment and a scratch on the wing mirror.
After disputing this with customer relations and the ongoing saga of overpaying my lease for almost 4 months along with wasted time taken to wait for no showing driver (all this after waiting over an hour to soak with someone) I was promised the matter to be dealt with and an email to follow shortly after the call outlining a resolution.. sure enough 4 days later, and still nothing …!
This company are failing massively in terms of communicating with customers. They don’t answer the phone or return emails.. but happy to take payments and issue invoices..
it’s not good enough and I will be setting out a way forward through legal access to all of the correspondence held by ALD over the past few months.
Let’s see if this resolves the matter

Already written a 1 star review (would be 0 if I could) but yet again further disappointment!! Someone said they’d look into my issue after posting a review and I have just received an email saying nothing is getting done. Absolutely appalling customer service!! Thought I’d give the company a second chance on resolving my issue but I’ll be contacting the ombudsman tomorrow morning now.

I dealt with Cheryl M and was delighted to find someone totally sympathetic to my request who offered me a totally workable solution to my problem. She went over and above of what one would expect. Well done.

Really not happy with my experience with them . I feel like they add extra charges after the lease finishes and blindside you . I would not recommend them. Nor would I use them ever again I would tell everyone I can to avoid using them .

Avoid company!!!
Never done a bad review on a company before but feel I have no choice as not getting anywhere with them.

Returned a vehicle on 2nd Feb this year and still receiving demands for payment of car I no longer have.

I have 4 emails confirming car off hire and still receiving demands!!!

I am also waiting on a refund from March i still have not received!!!

Please help ALD!!!

I called to request additional late hire and the assistant, Cheryl, was most helpful and courteous. When I finished the call I actually thought to myself that it was one of the best pieces of customer service I had encountered for a long time. Well done ALD…

If I could give 0 stars, I would.

My experience with ALD Automotive has been nothing short of exhausting and unacceptable. I reported faults and damage with the vehicle immediately after delivery and attempted to contact them by phone on the day, but could not get through. From that point onwards, I was continuously passed between ALD, DreamLease, and the supplying dealer with no accountability or clear communication.

I repeatedly requested to reject the vehicle under my consumer rights due to faults and poor service, yet my case was mishandled for weeks. I received conflicting and inaccurate information throughout, including being incorrectly told I had to allow repairs rather than proceed with rejection. I was also left without proper guidance regarding a courtesy vehicle and was never even provided with the correct contact details for the parties involved.

Despite being told my rejection was being “dealt with,” nothing meaningful was actioned. It eventually took the supplying dealer, Vertu, stepping in directly after seeing the evidence themselves for progress to finally happen. Vertu themselves confirmed they had not been properly communicated with by ALD at all.

To make matters worse, there were also administrative errors on my agreement which could have resulted in me being wrongly charged had I not identified them myself.

The entire experience caused unnecessary stress, wasted time, and frustration. Communication was poor throughout, responsibility was avoided, and I was left chasing updates constantly. I would strongly advise anyone considering using ALD to think carefully before doing so.

Absolutely Horrendous experience. We are trying to arrange collection of our car and to pay the settlement figure , which they sent weeks ago. They don't respond to emails very quickly, there can be 56 days inbetween, even when they have asked you for information. I have emailed the complaints department. I even emailed saying the car had set on fire and could they call me asap...still no resonse to that. We are paying insurance for a car that we aren't even driving. I have asked for the original paperwork too as there seems to be a dsicrepency with our mileage estimate, but they haven't sent it. They are expensive and icompetent. I wouldn't lease with them again.

Alin N was extremely polite and efficient. He listened carefully to my concerns and was completely professional with his responses. He resolved my query and provided me with everything I needed.

Been trying to call them since Friday and Monday

No weekend support either

Sent an email and an auto reply came stating:
Thank you for contacting ALD Automotive.

We aim to respond to all e-mails within 3-5 working days.

If you wish to make a payment you can do so using our automated payment line on 01332 921 795, you will need your account reference and the amount you wish to pay to hand.

When contacting us, please ensure you provide your vehicle registration number and customer account number which can be found on your contract agreement.

Thank you for your continued patience and we'll be back in contact soon.

Customer support is really bad

All i can say is avoid at all costs!! Would not wish this treatment on anybody! They need to spend some of the money there so quick to take and retrain everyone on how to treat customers. If you’re not chasing the process up on a daily basis you will not make any progress at all! Over 6 weeks and counting and still ongoing just for a simple sale of a truck. STAY WELL CLEAR!!

Rachel was an absolute pleasure to deal with highly recommended

I needed to get my current business lease extended. My broker was responding quickly, with a few days remaining, decided to contact ALD directly.

I found the customer service team - Cheryl M. most helpful. She took the time to concisely explain the options and covered all the necessary details. Put my mind at ease and importantly followed through with the agreed actions - Highly recommended.

LITERALLY WORST CAR LEASING COMPANY I have ever had the misfortune of dealing with in 30 years of leasing cars. virtually impossible to get hold of anyone to discuss any concerns or issues whatsoever. they keep you on the line for 30+ minutes of annoying canned music and intermittent vacuous statements "please hold on the line", "your call is important to us", after pressing numbers as options the call drops - great system, zero customer "service"! at the lease end I received £1,255 unexpected, excessively extra bill at end of lease for some minor scratches, wheel rim scuffs and a couple of minor dents. after filing a complaint with their customer service by email (you can't get through to a human being on the phone!) they took a look at the complaint and just replied the decision has been considered upheld and final (big surprise). lessons to be learned for anyone thinking of taking out a lease with this company. 1) don't drive the car unless you rap it with bubble wrap from front to back because any tiny surface scratch will be noted and charged 2) make sure that the company actually does services regularly if they are included in your payments/lease and replaces parts that are worn through normal use 3) make sure you are present during the entire final inspection and check everything carefully that's being presented. 4) keep a close eye on excess mileage over and above what is agreed in the lease as they sting you for it with 19p+ per mile. this may not sound like a lot but it really adds up quickly I got another particularly unpleasant surprise bill of £778 for the cheek of exceeding my miles.

Kyle B was so knowledge professional and patient as I had so many questions regarding my car leasing enquiries for my mot and returning of the vehicle when the dates are due. He also guided me through the process and gave me so much information and confidence in myself thank you Kyle

Absolutely no issues with the car over our 4 year lease. HOWEVER upon return, the car was in an excellence condition with little to no damage. They are now trying to charge us over £600 in ‘damages’! Even the guy conducting the review upon return stated that there was little to no damage and almost all minor scratches were within standard! If it is not settled I will be taking further action for these unfair claims !!!! It is daylight robbery and I would not reccomend this company to anyone. I have had past leases with different companies and have never experienced this ever!

Ended my lease without notifying me. I was contacted by the dealership where it had gone in for a fault and told to go and get my belongings because the van was going to auction!! I have never been told this by Ald. No communication, no calls back when told they would. No replies to my emails. Nobody takes ownership of a problem!! Stay away from this leasing company because they are a joke