Vanarama Reviews 8.360

Great customer service. Really efficient handling of the new order - with excellent communication throughout the process. My third van with you - highly recommended.

Excellent Customer Service, treated as an individual. Great listening skills and the knowledge of each person I spoke was outstanding.
The ordering process was easy, the guys take responsibility if all the hard work and paperwork.
This is the second vehicle through them and to be honest, the only way for me. Thanks for looking after me and delivering on my car requirements, you are doing well :)

My wife and I organised a lease car through Vanarama. Finance sorted, deal agreed, small change in the amount between original quote and end quote but not huge so we accepted it and arranged delivery. Happy. First experience of a personal lease. We confirmed delivery was going to take place and having had delivery confirmed sold our car. We were to be car-less for 2 days.

Vehicle delivery took place. Right make, model and colour, but a different registration plate to that expected. My wife contacted customer service who explained the wrong plates had been put on by the dealer, every one was very sorry and they’d send new plates out. She confirmed the VIN and different plates would match with the dealer direct - not with Vanarama as they were not returning calls - and agreed to have the plates sent to us direct.

Then I noticed that although the car looked right and we were being sent the right plates there was something wrong. Upon close inspection the car was missing factory fitted options that were included in the advert, on the quote, on the financial agreement, in fact on every email and communication. We communicated this with Vanarama and then the horror show began.

The three parties involved in the lease are Vanarama, Trust Ford and Lex Auto Lease. Lex had agreed the finance and were not involved in the fiasco which followed but Trust Ford and most importantly Vanarama were shocking at pretty much all levels.

What followed was a classic game of watch my own back, blame the other guy and screw the customer. Vanarama telling me that Ford had sent out incorrect information and it was their fault and Trust Ford telling me that Vanarama had made an error in their listing and it was their fault.

What quickly became apparent was that Vanarama had no intention of honouring the deal we had. That was of no interest to them. What they needed us to do was accept a new, different deal, for a different car, at a higher price.

Hard as we tried to get Vanarama to accept their responsibility to their customer, responsibility to their own bottom line is obviously the only consideration. I consider that we were subject to bullying tactics by people who knew we were car-less and (after 2 weeks car-less) becoming desperate for a resolution. So when deals came close to being agreed, prices went up.

Eventually, exhausted we pulled the plug. We have no car, 2 1/2 weeks of absolute hell and expense behind us and the sick feeling of being taken for mugs.

We are going to the ombudsman and will be seeking compensation. If you are reading this though save your self the stress. Just go somewhere else.

The single worst sales experience of my life. Disgraceful.

The staff were very polite and helpful explaining everything in a straightforward way

Easy process, friendly sales advisor in Ben. Very impressed with service and ease of ordering.

slick process, friendly staff, excellent knowledge and support

Absolute waste of time, 5 weeks wasted and still no car to show for it, dealt with this company twice previously, no idea whats going on now but seems to be ran by liars and jokers these days.
Complaint has been submitted but lets see if they have the decency to reply to it.

Have the car I wanted, only down side was people on holiday when I needed to speak to them

I like them, but the price wasn't quite as advertised. Possibly not their fault, but didn't feel great.

Nice knowledgeable staff who will always do their best to help. Very easy and quick process also.

Over complicated signing up process
Too many irrelevant emails
Agreement for signing fees were higher than the fees quoted

Very good and easy to talk to

Everything went so smoothly, would defo recommend them.

If I could rate 0 stars I would.
This company is an absolute joke with no accountability or customer service whatsoever.
After weeks upon weeks waiting for our new lease vehicle it was delivered and towed away the next day due to it having a major fault.
The driver who delivered it tried to rush me to sign paperwork on doorstep without inspection, only when I questioned him and said I needed to inspect it did he say he needed to make a call as warning light was on the dash. There was also ‘coolant pump fault’ written on the windscreen of the car in blue marker pen.
Called vanarama to make them aware, received email back advising I needed to contact Ford directly. Technician came out and said the car wasn’t fit for purpose and Ford dealership were aware as it was logged two days prior but was still released.
Car towed away day after delivery and we had endless calls trying to arrange a hire car through Ford.
Meanwhile all my calls and emails were ignored by ‘Kerrie’, the manager, at Vanarama, until I eventually got a phone call off two days later saying it was being investigated.
I was promised a call back but received nothing until a week later I got an email about arranging a hire car through someone in leasing customer services. Something which was sorted a week prior directly through Ford. After I raised this point via email and said I’d still not got any answers I was told Ford denied there was any issues when it was released and the complaint was closed.
The technician that came via Ford told us the fault, a major fault, was logged two days prior and shouldn’t have been released.
After numerous calls trying to speak to ‘Kerrie’ and being promised calls back, I then received another email saying their position remained the same and the complaint was closed.
I contacted the leasing company direct to make them aware I wasn’t willing to make any payment without a car or answers and was advised to avoid signing anymore paperwork from vanarama as the contract hadn’t fully gone live due to a ‘payment query’. And advised to not sign anything else if I am still disputing contract start date and hadn’t received the leased vehicle.
I have never dealt with a company with such unbelievably bad customer service in all my life. Your lack of accountability is shocking and apparent throughout your replies to all other negative reviews on here. I am absolutely disgusted with the total ignorance and disregard I’ve been met with upon raising a complaint about our lease vehicle. We were told the same day as delivery the car was not fit for purpose and towed away the next day.
Nothing was mentioned about the warning lights on the dash on the delivery handover which I was rushed to sign by delivery driver.
It’s funny how a Ford technician can tell me a fault was logged two days prior to the car being released and subsequently the car was towed away and repaired. Not forgetting the writing on the windscreen. But according to vanarama the dealership said it was fine so in your eyes case resolved but ‘sorry not the outcome you were expecting’.
I would advise anyone to avoid this company! Even the leasing company they broker for advised me to not sign further paperwork. So what does that say.
Upon your advice though I’ve raised a complaint with BVRLA.
Please avoid at all costs, absolutely horrendous company with zero accountability or customer service.

Kind and professional communication with staff.

Great service

Very informative and polite service. Prompt and easy use.

Very good service so far, but the car has not yet been delivered, but the ordering process was very good