Stuart
Have a look at Trust Pilot reviews - No honour or morals - do not use. Scott found the car that we were looking for and sent us offer document on email. We accepted the offer letter and paid admin fee to secure car. Scott confirmed that the car had then been ordered, after a long process in finding the right car we thought we were now there. However, next day Scott called back to say that he could no longer honour the deal as he had got his pricing wrong. A genuine error was made on his part but rather than accepting their responsibility and honouring the deal they advised that we would just have to pay the increase amount of £30+ per month. I then spoke to Duncan (the manager), who advised that they were not going to honour the deal end of. Very, very poor service all round. Scott was genuinely sorry but Duncan's tone was pretty much tough. Not a good way to be dealing with customers and I would strongly suggest that you look elsewhere for a leasing company with better systems and controls than this one.
Helpful Report
Posted 6 months ago
Hello Stuart.

We're genuinely sorry to hear about your experience. To try and explain Scott has been with the company for one month (and has been doing very well). We offer 7'500 different cars using 8 different finance systems and sometimes with the amount of work involved in quoting just one car, human error can occur unfortunately. In terms of systems and controls, we have an extensive back end system that controls the vehicle ordering, which is probably what flagged your error. We also do our best to mitigate against these kinds of things from happening with regular training, refreshers and staff one to ones, but again with newer members of the team mistakes are actually quite likely, hence why we couldn't make up the cost. It's not an honor or moral issue, we will always help where we can but unfortunately mistakes can happen. Lastly thank for your feedback as this kind of thing, although not positive for us in this case really helps us to improve our service. FVL
Posted 6 months ago
First Vehicle Leasing is rated 4.82 based on 1,070 reviews

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