ALD Automotive UK Reviews 

Cannot get hold of anyone to speak to - have had no reply to my emails - just a message saying we are busier than usual - here’s a thought - why don’t you employ more people

I cannot recommend this company based on the extremely poor customer service

What Rare Joy.
Super professional client focused team, every single ALD Team Member have been efficient, focused on solutions and personable. This Firm stands head and shoulds above the Competition.
I would single out, Olivia and Shannon who were committed to resolving issues which ALD had previously no control over yet both Professionals just had eyes on a solution.
I have already referred many corporate clients and friends to ALD. If you need to leaseplan, I recommend ALD, the Team are brilliant and clearly valued by Corporate Management in this most brutal of sectors.
Thank you Team ALD 🙏

Phoebe was very friendly, helpful and efficient. Helped me with my query in a couple of minutes. Great service.

Spoke to Tracey who explained the options we had at the end of our lease deal. She offered us several different options, all really clearly explained in a friendly, helpful manner. Definitely recommended.

A very helpful customer service today on the phone, kind, patient advisor.
I have been leasing cars through ALD for years with no issues.

The company is fantastic to deal with the people are very knowledgeable and it is a pleasure to feel extremely satisfied when you come off the phone

Laura F was helpful, positive and tried to find a solution to fit my particular circumstances. Great customer service

The guy helping me, Kyle B, was obviously listening to what I was asking, helped me discuss options such as contract mileage etc and talked through options with me by asking me pertinent questions to arrive at a way forward for me to explore extending my contract.
This is good customer support!

Evetime I contact ALD, by telephone or by email I am told that there are high levels of calls and all agents are busy. Even before the lines are open.
I've also sent few emails that don't get answered.

Very poor customer service from ALD Automotive.

I recently settled the final balloon payment on my vehicle finance and proved that my account had been paid in full. After a lot of confusion and incorrect information from the representative I spoke to, ALD eventually confirmed in writing that they actually owe me £389 due to an overpayment.

What I found most frustrating was the lack of communication. I was given incorrect information and told I would receive a call back, which never happened. I then had to chase the matter myself before finally receiving confirmation that a refund is due.

Even now, despite this being an error on their side, I have been told the refund will be split into two separate payments rather than being returned in full.

This situation could have been handled much better with clear communication and proper customer service. I have now had to raise a formal complaint to try to resolve the issue.

If this issue is not resolved promptly, I will have no option but to escalate the matter further through the Financial Ombudsman Service.

Each time I contact ALD, by telephone or by email I am told that there are high levels of calls and all agents are busy. The average wait time on hold is in excess of 30 minutes. For email I am still waiting a response to a request sent six days ago.
Once through to an agent things improved. 'Paula' was courteous, knowledgeable and helpful. It seems you need more like her to achieve the levels you claim.

I had a really positive experience with ALD Automotive. The service I received was exceptional, and I especially want to highlight Alin N for being incredibly honest, helpful, and professional throughout the process.

Alin took the time to explain everything clearly, answered all my questions patiently, and made the whole experience straightforward and stress-free. It’s refreshing to deal with someone who is both knowledgeable and genuinely committed to helping customers.

Thank you, Alin, for the outstanding support, it’s very much appreciated!

I spoke with Caitlin as I had a few questions around the contract and return dates and costs. She helped me efficiently and without hesitation providing me with the information I needed.

I have tried to get a number plate for a trailor and have been told as I have a lease car I need to contact ALD, which I have done. I have heard nothing back for months so raised a complaint in January and I have still not heard anything. The service is disgraceful and they clearly have no care for any inbound queries for their customers.

Spoke to Phoebe. Very helpful and sorted my query immediately.

I was impressed from the outset by Tallulah Purnell of ALD. I have phoned ALD almost everyday for several weeks trying to meet the rather stringent conditions for the sale of my PCP van to my next door neighbour. It has created a mountain of paperwork but Tallulah was able to grasp the complexities of the situation. And pursued the non-customer-facing offices within her business to free off the difficulties over the course of a day to great effect. She is a bright, perceptive individual who helped me to resolve my issues and she should go far.

Very helpful and Cheryl made sure our questions were answered and completely sorted out our problem for us.

All my queries answered without any fuss.

I took a lease out in 2022 on a Mercedes GLB with ALD arranged through one of the online brokers. I’ve got to agree with the majority here that they are simply not a reputable firm to deal with. I have had no responses to my last few emails pleasing for assistance including changing my mailing address.

I’ve now found out that Mercedes have even recalled the vehicle due to possible issues with the power steering but have had NO communication from ALD on this matter. So have been driving it for over a year since the possible recall. Have written them a final email today from my non work email to see if we get anything back. The lease ends in a few months and I’ve also asked repeatedly for the exact end date and to start the process for the return.

Simon

If I could give a minus number for this company I would. I have had ongoing discussions with this company for 6 months about rental figures they keep saying I owe them, and I keep proving I don't owe them. They agree with me in an email, then send me yet again another invoice saying I owe them money.
They are incompetant, disorganised and throughly unhelpful.
DO NOT EVER HAVE ANYTHING TO DO WITH THEM.