Everything worked extremely well. Communication was always brilliant without fail on all matters. Thank you for such a great service proposition.
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Lees wat reviewers zeggen
Second subscription with a Defender 90. As easy as it was before and even better was that it was a brand new vehicle with a choice of colours. Delivery and collection as easy as before and once agai... Toon meer
Bedrijf heeft geantwoord
Our company have been using Pivotal for subscription vehicles for three years now and we have always found the service exemplary. Personally I have dealt with Ashley Johnson who has been excellent a... Toon meer
Bedrijf heeft geantwoord
I've been with pivotal for years. These folks really look after you! Service is awesome. I don't have any opportunities for downtime and they keep me always provided for with the best machines. My col... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Pivotal is a monthly subscription service that gives you flexible access to the Jaguar and Land Rover ranges. We can take care of everything: insurance, tax, servicing, roadside assistance and more. So you can simply enjoy the drive.
Contactgegevens
44 Featherstone Street, EC1Y 8RN, London, Verenigd Koninkrijk
- +44 (0) 20 3950 4833
- support@drivepivotal.com
- drivepivotal.com
4,7
Uitstekend
571 reviews
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Great customer service
The pricing is right, the customer service team are lovely to work with - real professionals with good knowledge. And of course the cars are great. Will use again for sure.
15 juni 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi Tom,
Thank you for the great feedback! We're so pleased to hear you found the pricing fair, the service professional, and the cars up to standard. It’s always our goal to make the experience smooth and enjoyable.
We look forward to welcoming you back again soon!
Thank you,
The Pivotal Team
Great Scheme
We will highly recommend this rental scheme and the team behind the scenes which make everything happen.
You join with a deposit and become a life time member, every six months we had a call offering to swap or keep the vehicle - Vehicles are in amazing condition, some with little mileage or a few thousands miles ...
Team is easy to reach and very helpful
You cannot choose the exact vehicle spec, but we always had HSE model spec vehicles provided, so had everything you would need and you could also state you needed roof bars or tow bar etc and again we also got roof bars and tow bars
Given the annual mileage offering, it includes everything ( insurance, servicing ) a swap out if one is available and you can pay more to upgrade to different tiers or pay less to drop a tier ... Shame other manufacturers not followed this scheme, as I know it would be very popular.
Highly recommended
19 juni 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi Anthony,
Thank you so much for your kind words and recommendation! We're thrilled to hear you've had such a positive experience with the scheme - from the quality of the vehicles to the flexibility and support from our team.
It's great to know the included features and upgrade options have worked well for you.
Feedback like yours really means a lot to us!
Thank you,
The Pivotal Team
I can’t recommend this company enough
I can’t recommend this company enough, I wanted to switch cars to something a bit bigger and they offered me something straight away and got it delivered in 10 days. Great customer service.
2 juni 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi there,
Thank you so much for your fantastic review! We’re really glad we could help you find a bigger car that suited your needs, and that the delivery process worked out smoothly. It’s always great to hear when our customer service team makes the experience a positive one.
Enjoy your new vehicle, and we’re here if you ever need anything in the future!
Thank you,
The Pivotal Team
I honestly can’t recommend this enough
I honestly can’t recommend this enough. I had such an amazing experience with pivotal they gave me 2 of my car options earlier than I expected and delivered my car to my door. I have now paused my subscription as I don’t currently need a car but when I do I will definitely be back
29 mei 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi Faye,
Thank you so much for the kind words! We're thrilled to hear you had such a great experience and that we could exceed your expectations. We’ll be ready to welcome you back whenever you need a car again!
Thank you,
The Pivotal Team
Entering into car subscription provied…
Entering into car subscription provied by Pivotal was excellent, seamless process. They are always on hand to answer any queries/questions you may have.
Would definitely reccommend to anyone.
Thnak you for such a great experience over these last months.
28 mei 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi Hanel,
Thank you for the lovely review! We're so pleased to hear the process was seamless and that our team has been helpful throughout. It means a lot that you’d recommend us!
Thank you,
The Pivotal Team
The best customer service i ever experience in UK
I have been dealing with Pivotal for while now and the team is amazing. From Finance through delivery to support every member of team is fantastic and helpful. They will always go extra mile to sort out anything. Ashley from onboarding team is superstar! Keep going guys as you are the best - no one has better customer service than you!!! Pleasure to do the business with you 🙂
1 mei 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi Ewelina,
Thank you so much for your amazing feedback! We're thrilled to hear that your experience with Pivotal has been so positive across every part of the team - from finance and delivery to support. We’re especially glad to hear Ashley made such a great impression! Your kind words and ongoing support mean a lot to us, and we’re proud to continue providing the level of service you deserve.
Thank you,
The Pivotal Team
Smooth collection and inspection …
Excellent service for the car collection and very thorough inspection to confirm we had no significant issues.
13 mei 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi there,
Thank you so much for your excellent review! We're really pleased to hear you were happy with the car collection service and found the inspection thorough. It's always our goal to ensure everything is checked carefully so you can have complete peace of mind. We appreciate your feedback and look forward to helping you again in the future!
Thank you,
The Pivotal Team
As with the below review please take…
* Response to Pivotal’s reply* - I’m glad you’ve publicly proved your lack of customer care and understanding around the issue, I know what the fair wear & tear standards are I’ve handed many cars back, you completely ignored the main point around cost and excessive repairs to return cars to your own standards. £800 vs all others have been £100 odd, what’s hard to understand there Pivotal?
** Also they’ll say you can escalate to BVRLA for a dispute, but I’ve looked into it and they don’t consider cases relating to repair damage or costs! So you’ve literally got no choice but to pay, nothing short of a scam.**
As with the below review please take this as warning. Don’t use their services.
Started all good, but after 3 months I needed hand the car back, inspection went well and the collection agent said there were minimal issue’s and I’d really looked after the car. Fast forward two weeks and I get an £800 bill For a two doors to be re sprayed, for two small light marks that didn’t even remove paint and weren’t mentioned when I was handed the collection report that he asked me to sign. I’ve previously paid less than £100 for the same damage from Porsche.
I went round the block with customer service then the internal complaints team, all refused to budge even though I provided ample evidence the charges were excessive and over the top compared to other providers.Not a sniff of customer service or care.
In the end your left with no choice but to pay their charges, deeply concerning and disappointing approach to a “luxury service”.
Two one star reviews of the same nature over £800-£900 which will now put off many potential new joiners, costing far more I’m sure.
Pivotal, here’s your last opportunity to put right this shocking experience - my car reg was KS23UYG.
12 mei 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi Jamie,
Thank you for sharing your feedback. We understand your concerns and are currently reviewing the details of your vehicle return, including the condition report and related charges.
As this involves specific circumstances, we’re unable to provide further comment here at this time. However, please be assured that your case is being looked into thoroughly.
We’ll be in touch once our review is complete.
Thank you for your patience while we carry this out.
The Pivotal Team
Hi Jamie,
Thank you for your patience while we looked into your recent experience.
We’d like to take this opportunity to clarify the process around vehicle collection charges, to help ensure everything is as clear as possible.
Whenever a Pivotal vehicle is delivered or collected, we follow a detailed checklist. This includes taking comprehensive photographs of the vehicle at both drop-off and collection, which are then shared with you as part of the relevant delivery or collection report. According to our records, these were provided to you on both occasions.
When vehicles are returned, they’re assessed using the British Vehicle Rental and Leasing Association (BVRLA)’s industry-standard guidelines. If any damage or wear falls outside these accepted standards, repair costs are applied. This applies to all members, whether they are pausing their subscription or switching vehicles.
This approach ensures fairness and transparency for all Pivotal members. Please be assured that these charges are not intended to generate profit but to cover the cost of bringing vehicles back to the required standard.
If you’d like to challenge the charges, you’re welcome to escalate the matter to the BVRLA for an independent review.
Should you have any further questions or need additional support, our vehicle support team is here and happy to assist.
Kind regards,
The Pivotal Team
Pivotal customer for over 2 years
Pivotal customer for over 2 years, two Discovery in that time. First one was returned in such good condition that they wrote to me to say so. After taking a position abroad for 6 months I wrote to pause my subscription and the car was collected.
The collection agent was on my driveway for over 2 hours, circling what appeared to be nothing. He advised me not to worry as 'he had to spend a long time going over everything' and that the vehicle was in perfect condition. It was also 9k under mileage, which reflects how little it was used.
3 weeks later I receive a bill for £900, saying that 3 panels require repair and respray. Really? Do they have the right car?
When I started as a customer with Pivotal, I read many of the very bad reviews on here which said that they use the return standards as an opportunity to fleece you for value added fees and make a lot of money from it. I had a conversation with the director of customer service at the time, as I was concerned. He advised me that it was nothing to worry about and was just 'bad customers who don't look after the vehicles'. I should have listened to my gut feeling.
I can assure anyone reading this that I am NOT one of those customers. I am obsessed with car detailed and the vehicle was immaculate on return, just like the first one. These people are clearly crooked!
I have taken my own images. As the vehicle is driven to and from the depot, whats to say that any alleged scuffs occurred during that time? Whats to say they decided to put it through a 'scratch and shine' car wash before arrival?
Either way, this is a scam and I am not playing their game.
Take this as a warning to anyone considering a subscription with JLR Pivotal. Read this and THINK TWICE.
12 mei 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi JS,
Thank you for taking the time to share your experience. We’re very sorry to hear about your concerns. We’re currently reviewing the details of your vehicle return, including the condition assessment and associated charges.
While we can’t comment further at this stage, please be assured that your concerns are being taken seriously and are under active review by our team.
We’ll be in touch once we’ve completed our investigation.
Thank you for your patience in the meantime.
The Pivotal Team
Hi JS,
Thank you for your patience, and we’re genuinely sorry to hear about your recent experience, especially given your long-standing relationship with Pivotal over the past two years.
To address your concerns directly, the time taken by our collection agent during the handover is entirely standard. They're required to carry out a detailed visual inspection and take photos to document the vehicle’s condition at the point of collection. While the collection agent performs a detailed inspection at the point of handover, all vehicles are also subject to a standard follow-up inspection at our preparation centre. This ensures consistency and allows for assessment under optimal conditions, in full alignment with the BVRLA’s Fair Wear & Tear guidelines
Charges are only applied when damage falls outside these industry-standard guidelines, and this is detailed transparently in our membership terms. We appreciate that you maintained the vehicle well and were well under mileage, and we understand why receiving a charge in this context would feel frustrating.
If you believe the damage noted may have occurred after handover or that the findings are inaccurate, we absolutely encourage you to escalate the matter to the BVRLA, who offer an independent, impartial review. We will fully support any such investigation. Where possible, we can also arrange an independent inspection, provided the vehicle is still at our facility.
We do not benefit from applying charges unfairly - our aim is to treat every member consistently and fairly, in line with industry practices. We’d welcome the opportunity to speak with you directly and review any images or evidence you’ve documented to help bring this matter to a fair conclusion.
Kind regards,
The Pivotal Team
Highly Recomemded
quality cars and really good customer service and back up I had 2 Jaguar IPace which were both superb vehicles
I would highly recomend Pivitol
6 mei 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi Howard,
Thank you for the great review! We're delighted you enjoyed the Jaguar I-PACE and had a positive experience with our service and support. Your recommendation means a lot - thank you for choosing Pivotal!
Thank you,
The Pivotal Team
Ashley Johnson
Ashley has been my main POC at Pivotal for the past 3 years, and she’s been brilliant from day one.
I can be pretty fussy when it comes to cars — always changing my mind on models, trims, colours etc! However, nothing ever feels like too much trouble for Ashley. She’s genuinely easy to chat to, always gets back to me quickly, and somehow just knows exactly what I’m after every time.
I’m probably not the easiest customer 😅 but Ashley always makes the process feel smooth and personal. She remembers all the little details — even sent us flowers when we had some good news. That kind of thoughtfulness really stands out!!
Pivotal’s been great, and a big part of that is down to Ashley. More people in customer service could learn from her. I’ll definitely be staying with Pivotal for years to come.
1 april 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi Nathan,
Thank you so much for your lovely review! We're thrilled to hear how much you’ve enjoyed working with Ashley over the past three years. Her dedication, attention to detail, and thoughtful approach really do make a difference, and we’re so glad she’s helped make your experience with Pivotal such a positive one.
We truly appreciate your loyalty! It means a lot to us, and we’re excited to continue supporting you!
Thank you,
The Pivotal Team
GOUGING on repairs and cleaning
On collection of your vehicle, they will absolutely seek to gouge you for the cost of cleaning or ‘repairs’ to non existent or tiny scuffs. I was very happy with the car and service otherwise but this was the reason I walked away from the contract. They claim to use BVRLA guidelines re wear and tear but they don’t. I wasn’t even allowed to inspect my vehicle and agree marks and scuffs etc. Complaints go ignored.
EDITED IN RESPONSE TO REPLY BELOW
I think this tells you a lot about how this company works - noticeably quick to respond to public reviews such as this one but very slow (or not at all) on complaints, my complaint is still outstanding weeks later. And the suggestion of appealing to the BVRLA is very telling. They will 100% gouge you for any tiny scuffs and normal wear and tear - clearly where they make a lot of their margin.
8 april 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi Caninho,
Thank you for your feedback - we're really pleased to hear you were happy with the vehicle and overall service, though we’re sorry to learn of your concerns at the point of return.
We want to reassure all members that we are fully regulated by the British Vehicle Rental and Leasing Association (BVRLA), and all vehicle assessments are carried out in accordance with their Fair Wear & Tear guidelines. If you feel this hasn’t been the case, we always encourage members to raise concerns directly with the BVRLA, who can offer an independent review and confirm that any charges are fair and within industry standards.
We are also happy to arrange for an independent inspection (approved by both parties) of the vehicle, provided it is still on-site at our preparation facility. Once a vehicle has left the site, it may have been repaired and reallocated, which limits the options for review.
Finally, please be assured that all complaints are responded to in line with our formal complaints process, and we always aim to resolve matters fairly and transparently.
Thank you,
The Pivotal Team
Great experience dealing with the Team…
Great experience dealing with the Team at Pivotal, in particular Tilly, who has been fantastic.
Brilliant customer service... fast, efficient and knowledgeable.
7 april 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi TS,
Thank you so much for your kind words! We're thrilled to hear you had a great experience with the team, especially Tilly.
It's fantastic to know that you found our customer service fast, efficient, and knowledgeable. We truly appreciate your support and will make sure to share your kind words with Tilly and the rest of the team.
Thank you,
The Pivotal Team
Great customer service, stress free driving
On to our third car with Pivotal and would happily recommend. Fantastic customer service, including sending flowers when I happened to mention we'd lost the family dog. No issues with unexpected costs for the two cars returned, in fact the £300 charge was waived on the last vehicle we just exchanged.
31 maart 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi David,
Thank you for your kind words and for being a loyal Pivotal member! We’re so glad to hear that you’ve had a great experience with our service and team. It’s important to us to go the extra mile for our customers, and we truly appreciate your recommendation.
Wishing you many happy miles in your new car!
Thank you,
The Pivotal Team
Now on my third car with Pivotal
I am now on my third car with Pivotal and I can't fault the service. From providing the car to delivery and collection, everything has been first class. The team behind this does a fabulous job supporting the service. They are very helpful when needed and are proactive with information. I just did a swap out for the car I had and the process was easy and simple, and they bring it to you. The cars are all nicely optioned out, not the baseline models. I love this service and can't speak highly enough of it. You won't regret going with Pivotal.
21 maart 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi there,
Thank you for your fantastic review! We're thrilled to hear that you've had such a great experience with Pivotal and that our team has made the process seamless for you. It's wonderful to know you appreciate the well-equipped cars and hassle-free swaps.
We truly value your loyalty and look forward to continuing to provide you with first-class service. Enjoy your new car!
Thank you,
The Pivotal Team
I have had my Pivotal car for a year…
I have had my Pivotal car for a year now. The team behind this do a fabulous job supporting the service. They are very helpful when needed and are proactive with information. I just did a swap out for the car I had and the process was easy and simple and they bring it to you. The cars are all nicely optioned out, not the baseline models. I love this service and can’t speak highly enough of it. You won’t regret going with Pivotal!
21 maart 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi Gauray,
Thank you for your fantastic review! We're thrilled to hear you’ve enjoyed your Pivotal experience over the past year. It’s great to know our team’s support and the seamless swap process have made a difference. We truly appreciate your kind words!
Thank you,
The Pivotal Team
My partner Michael has been dealing…
My partner Michael has been dealing with Tilly Ayers and asked me to write a review as he is so impressed with her service, so efficient and has never dealt with this company before but said the service was fantastic and he’s extremely happy!!
27 maart 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi Holly,
Thank you for your lovely review! We're so pleased to hear that Michael had a fantastic experience with Tilly. We’ll be sure to pass on your kind words, and we truly appreciate your support!
Thank you,
The Pivotal Team
I have been with Pivotal for over 4…
I have been with Pivotal for over 4 years and must say, the service impeccable. If you want a Range Rover without any drama, it makes financial sense to subscribe to them. When you change over vehicle, its always new for old and as long as you treat the car with respect, there is very little or no surcharge for wear and tear. Living in London is difficult to avoid curbing the wheels or minor dents, but I'm careful.
20 maart 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi Frank,
Thank you for your fantastic review and for being a loyal Pivotal member for over four years! We're delighted to hear that you've enjoyed our hassle-free service and the benefits of vehicle renewal. We appreciate your care in looking after your cars and look forward to continuing to provide you with a smooth and enjoyable experience.
Thank you,
The Pivotal Team
Pivotal sells time!
Pivotal doesn’t give me a car they provide me with a no hassle service that gives me back time. No issues dealing with garages, Mot’s, trawling websites for car comparisons, trying to find insurance….pivotal arrived with my 4th vehicle last week and as usual my interaction was maximum 10 minutes - great job Pivotal keep doing what you do.
10 maart 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi Phil,
Thank you for the amazing feedback! We’re so glad to hear that Pivotal has been able to make your car experience easier and more convenient. It’s great to know that you’re enjoying the hassle-free service, and we look forward to continuing to provide you with top-notch service in the future!
Thank you,
The Pivotal Team
I had an excellent experience with…
I had an excellent experience with Ashley at Pivotal. She is exceptional at her job, taking the time to genuinely get to know her customers and keeping them informed throughout every step of the process. Her attention to detail and commitment to communication is truly admirable.
The entire Pivotal team deserves recognition as well. Each team member is incredibly personable and ensures you’re kept in the loop at every stage of the client journey. It’s clear that the business is structured remarkably well, with every individual excelling in their respective roles and creating a seamless, well-coordinated experience.
A huge thank you to Ashley and the whole team for your dedication and professionalism—you’ve made the process smooth and stress-free from start to finish!
---
Let me know if you’d like any adjustments or additional details!
12 maart 2025
Review zonder uitnodiging
Antwoord van Pivotal - Car Subscription
Hi Michael,
Thank you for your fantastic review! We’re so pleased to hear that Ashley and the team provided a seamless and stress-free experience. Ashley’s dedication to our members is truly exceptional, and we’re glad you felt supported every step of the way.
Your kind words mean a lot to us, and we appreciate your trust in Pivotal. If you ever need anything, we’re always here to help!
Thank you,
The Pivotal Team
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