“The car has been waiting on the drive at end of contract to be collected for over a week and they have had the audacity to take out another payment.
More fool us for not cancelling but have now. Customer relations ???”
“Car free hassle for 3 years with my Evoque. Decided to extend for 2 years with extended warranty. I suspect the car is chipped. As soon as I extended the lease it developed issues with the DPF. Straight into limp mode without warning. This has continued. They had the cheek to tell me to replace it at a cost of £2.5k blaming my driving. I sorted I put and now bang on 4 years to the exact date of my warranty renewal for year 5 it develops a PDF issue. Straight into limp mode without warning. Had just travelled back from Essex having completed numerous long journeys. Really? Is that no enough for regen? Hadn't even heard of the term before the
i extended the lease. Again they expect me a replace the filter. What a joke.”
“I took out the initial lease in February 2020 for PHEV Range Rover Sport. The initial lease period coincided with the Covid Pandemic and by February 2023, I had recorded only 21,000 miles out of a contractual agreed mileage of 45,000. I decided in the circumstances to extend the lease.
The first major problem I experienced, was on a journey from France to London in 2022 when the car exhibited an almighty ‘bang’ and ground to a halt in the fast lane of the A10 Motorway. I managed to get it to the hard shoulder, but all available warning lights on the dashboard and central console flashed constantly and there was no internet connection to enable me to contact the emergency services. I allowed the car to stand idle for 30 minutes at the side of the motorway to hopefully reset itself, which it did to some extent and then continued my journey with random intermittent warning lights flashing for the next 700 km to London. I arranged for the car to be fully inspected by my local JLR dealer Rockar JLR in London and after a week in the garage, it was returned to me and I was advised that they could find nothing wrong.
I travelled back to France 2 weeks later , and at about the same spot on the A10, on the southbound carriage way, at a service station it refused to go into gear (either forward or reverse) and had to be towed away to a local garage, and then to the JLR dealer in La Rochelle where it languished for 6 weeks and was eventually trailored to my house in France, with the explanation that the water pump had to be replaced.
In the year leading to Christmas 2023 it exhibited a series of problems. I lost the air conditioning, the ‘heads up’ and the sound system and the electric seats developed a mind of their own. It then started jumping out of gear following the transition from electric motor to petrol motor and once again I took the car to Rockar who reported that they could find nothing wrong with the vehicle. The diagnostic facility apparently reset itself and would not disclose historic faults.
In December 2023 the car was subject to a manufacturer’s recall and I brought it twice to London for the work to be undertaken (Rockar failed to order the required part the first time) . It was in the garage for three days and returned to me on 21 December, but on 22 December it had spontaneously discharged its battery entirely and had to be trailered to Rockar at my expense. It remained with Rockar until 9 January leaving me with no car for the entire Festive period. On 13 January I drove to France without incident, but on 14 January as I was driving in my local town the brakes failed in their entirety and I was left driving a 2.5 ton car in a reasonably populated area with no brakes. It was quite terrifying.
Unlike earlier incidents involving the electronic management system , the brakes didn’t reset and the car was (eventually) towed away on 19 January. Lex auto lease did not assist in any respect and have proven to be totally hopeless, other than advising me that they consider the car to be 'fit for purpose' and requiring that I make the lease repayments.
The car was towed away by JLR international, at my behest, but I was not told where it was taken, or what if anything was done to it. I ultimately learnt it was taken to a JLR dealer in Agen, but I have not been provided any explanation or report of the garage’s findings. Yesterday I was told that it was repatriated to the UK and was delivered to Rockar in East London (I had asked for that to happen as the MOT had expired and driving the car would have negated my insurance cover) where I hope someone will look into its latest problem. I have been provided no reports and JLR will not communicate with me as the vehicle is owned by Lex Auto lease.
In total frustration, I have repeatedly asked Lex Auto Lease to terminate the lease with immediate effect, as I have lost all confidence in the car which I consider to be unsafe unroadworthy and in no way fit for purpose. However, I have been advised in my regular phone calls to Lex Auto lease that it has closed my complaint as they consider the car fit for purpose. How they come to that conclusion as without brakes and having a propensity to not starting ( amongst the minor issues), I find that assessment difficult to accept. They will not respond to my complaint and say my recourse is to the Ombudsman. In truth they have proven to be a total waste of time.
I have not seen the car since 19 January. It is now 14 March and in the past 4 months I have had use of the vehicle for only 4 days .
I have offered to change the car or take out a new lease, but they are adamant that I must keep it until the extended lease expires in February 2025. They will not entertain termination. The car is I believe at best unpredictable but is actually unsafe and I do not want to risk killing myself or some innocent third party.
My disappointment with the service received from Lex Autolease is unmeasurable. They dont return calls and make no effort to assist. I will never use the company again and recommend that anyone considering a leasehire vehicle look to alternative providers.”
“I was ripped off when I returned the car. The car was inspected thoroughly and only a few minor damages were marked as wear and tear. 2 weeks later I received a bill for the damage. It seems that the company is trying to get money from customers at all costs because I'm preety sure that the car went to auction immediately after being picked up and was sold. If this is the policy of this company, then I wish them good luck”
“Let Autolease is the worst organisation I have ever dealt with. Their staff are rude, unhelpful and unprofessional. Lexautolease should be avoided at all costs. Whenever you have a lease vehicle supplied by this company and have issues they just palm you off to the vehicle manufacturer and when they fail to help they just ignore or do nothing to help. Lexautolease must realise that they have entered into a contract to supply a vehicle and so it is their legal obligation to resolve issues instead of just diverting any complaints to the manufacturers. Lexautolease if you are going to act in this way do the decent thing and get out of the business because you aren’t providing a service but merely taking peoples hard earnt money each month as a completely useless and ineffectual ‘middle man’. Shame on you Lexautolease!”
“Beware of the small print.
If the Road Fund License fee changes during the course of the lease they will bill you for the difference.
Might seem fare but at the end of my lease I was charged the full year difference despite the fact I only retrained the car for 7 days in that year.
I questioned this and was told that it was okay as I would be refunded the difference when the car was returned.
Two months and several phone calls later I'm still awaiting the refund. If I had know this before surrendering the vehicle I would have cancelled my direct debit mandate to avoid the payment and sent them the 1/12th payment.”
“We had had a most unfortuate and so far costly experience with Lex Autolease and would like other people to be aware of this.
We took out a 3 year lease to terminate on 26th November 2022. We sent off the papers confirming this is good time and had the Cherished Number Plate removed and the original number plate put back on the car. This was confirmed by Lex.
On 26th November we collected our new car - not financed through Lex and on the suggestion of our Dealership - Parkes of Inverness we left the car with them for
collection. It is my understanding that the representative tried to contact Lex to ask them to make the collection and we were unaware that the car had not been collected until just before Christmas when we returned from holiday. We contact Lex immediately in the New Year to ask them to collect but the only thing they were interested in was that we had left it at the Dealership and we were berated about this. Still no collection even though they were aware it was there.
It was next contacted because they wanted the car MOT'd - this should never had happened if they collected it in November and also taxed before they would move it.
Eventually, in order to expedite this we had this done, but not the tax as this was a red herring - they can move a car on trade plates. This cost us £394.00 as we also had to have new brake pads - another item which should not have been our problem if it had been collected on time. Meanwhile SORN also charged us £151
for not taking it off the road - again another problem that should not have been ours if they had collected it.
Meanwhile they are charging us the monthly lease and if is now sitting at £3640 which we are disputing and have taken this to the Financial Ombudsman.
I have also written to the CEO of Lex Autolease, the CEO of Parkes of Glasgow who instigated the lease and have probably taken a substantial commission. The CEO of Jaguar/Landrover of whom Lex is a part off. All the above had completely disregarded how we have been treated.
I have also written to both the Daily Mail and the Telegraph in the hope that one of their financial advisors could help although nothing as yet. I am now considering Jeremy Vine as he highlighted, not all that long ago, the problems with leasing companies.
I am at my wits end, I have also had Breast Cancer and this is certainly not helping
my recovery. No-one at Lex takes any notice of anything you say or send. In fact I sent off the form to let them know we were definitely terminating the lease as per the original lease to be told they did not send out form. Basically calling me a liar.
I have since then found the covering letter for this and one of the representatives (John) did admit they do sent these out. Someone in their office had just completely ignored this.
PLEASE DO NOT USE THIS COMPANY - THEY SHOULD BE STRUCK OFF BUT i AM NOT SURE IF THE FINANCIAL OMBUDSMAN HAS THE TEETH IN WHICH TO DO THIS. THEY ARE MY ONLY HOPE.”
“Stay well clear of this company. Ordered a new car in march that was supposed to take 6 months. Now been told it will be at least nearly 16 months before I receive it. No phone call, just generic email to let you know the terrible news. No willingness to help either. Customer service is shocking.”
“What a shambles of a company. Customer service is disgusting. They don't respond to emails. Left hanging on the phone for ages. If you are lucky enough to get a response they are rude. Been charged twice in one month with only one invoice. No explanation. Do not deal with this company!”
“Total thieves , we haven’t had the car since January due to apparently a stone hitting the radiator and causing engine damage , this had to go through our insurers (well still is ) as Lex auto lease are not responding to our insurers to make a settlement agreement so we’ve been paying for a car for 6 months which we don’t have . We don’t even know where it is ! They have threatened us with notice of intent as we didn’t pay some of the monthly instalments , why should we , our insurers have been trying to sort this with no response from Lex , they also won’t talk to us nor answer our calls . DO NOT USE THIS CORRUPT COMPANY .would give 0 stars If I could . Oh also the contract ran out in January.”
“Nightmare of a company.... Customer service is a joke (thats if you can actually get someone to speak to!!!) do they actually employ anyone.... We used to order at least 30 vehicles via Lex but in the past 2 years they have gone so far downhill they are underground..... we will never lease vehicles through them again. WOULD GIVE THEM '0' STARS IF I COULD..”
“Horrendous company. DO NOT USE THEM FOR YOUR LEASE . We are all not crazy to leave one star reviews. This company is HORRENDOUS. THEY CHARGE FOR EVERY THING AND NEVER PICK UP THE PHONE. Would never use them again,”
“Awful company I agree with all the reviews below ! I too had a bill for non existent damage on my previous vehicle and am being charged 5 grand to terminate my current one early ! Customer service is non existent. I will be photographing and videoing with time stamp every panel this time when it goes back . Total rip off thieves!!!!”
“Avoid this company as if they were offering you a FREE decapitation. Start of the pandemic I wanted to reduce our mileage. Took 3 months of chasing trying to get it pushed through at the price they had confirmed. During this time I was made redundant from my job and because of this and due to their incompetence I did not now pass the finance checks so they could not offer me the lower offer agreed. I had a complete email thread trail so I passed on to the financial ombudsman to resolve. Over a year and half later of chasing, providing information I reached an unsatisfactory settlement.
And just when i thought things couldn't get any worse a week or two after the lease had ended and the car was collected they have tried to charge me for a period of time when i did not have the car, and are currently threatening to forward my details to a credit agency.
Only use this company if:
1.You enjoy banging your head against a brick wall.
2.Enjoy talking to yourself
3.Fancy getting rinsed out of some money for no apparent reason.
4.Enjoy being treated like you do not matter.
5.Want to get involved in long drawn out complaints process with the Financial Ombudsman.
Can I give any positive feedback to the company? Of course....I am now with a different company and hope to never deal with this bunch of complete and utter con artists ever again.
Use them at your own peril!”
“If I could give them zero stars I would - appalling customer service, broken administrative processes and incorrectly making direct debit charges. Much less than you would expect from a financial services company. All major automotive brands should be distancing themselves from Lex - they are detrimental to customer success.”
“AVOID THIS COMPANY
Do not use this company. They are even worse than their 1* reviews. It's only 1* because you can't rank at zero. Their customer service is by far the worst I have ever received and they really don't care about anything but extracting £££ from you. Complaints take months to deal with. They do not answer the questions you ask and only send generic responses designed to frustrate and make you give up. , The service contract is deliberately misleading and the only phone number given does not work. I'm now forced to report them to their regulator and to the Financial Services Ombudsman.”
“I'm afraid so many of the other reviews on here are accurate. I took out a lease 3 years ago and arranged collection this week. Ahead of collection I had the car checked out by a body shop expert and had a few minor pieces of wear and tear taken care of at the cost of £300.
The vehicle was collected yesterday, and I have now received a bill for over £1100, most of which is for replacing the passenger side front door panel. Allegedly there are 3 small dents on this panel, none of which are at all visible with the naked eye and all of which are under the 15mm allowed under the guidelines, but Lex Autolease are trying to charge me £970 for a new door panel. Absolutely ludicrous.
I have emailed and phoned to complain, but I'm getting nowhere. Don't use these thieves!!”
“Had car on 36 month lease i was told by lex car was due an mot on day before it was to be collected.lease was arranged on a 3 year deal to avoid mot totally useless company avoid at all costs will definitely tell everyone I know to avoid like the plague”
“We had a brand new vehicle delivered to us that was faulty, if left us In March after a while of the garage messing us about with the parts of which still isn’t resolved, we complained to lex, lex have only just resolved our complaint now June. We are so unsatisfied.”
