Lease co collection hassle - nice people / nightmare process
Discussion
I'm in the process of rejecting/cancelling a contract hire car - "not as described", let's say.
So I'm dealing with XY Financial Services Ltd, who are all very pleasant and professional over the phone (which actually makes a nice change). But their process is a nightmare, and there's almost no way around it.
They've subbed inspection and collection of vehicles out to a 3rd party auction house (think most lease co's do this), who want 48hrs to receive a notice from XYFS, another 48hrs to contact the customer, and then they appear to be currently operating a minimum 6-day lead-time for the first visit (inspection, full-day appointment only), before they then arrange a second visit (!!!) to collect. Have now spent close to 2hrs on the phone to XYFS trying to actually get them to sort something reasonable out, and still not concluded anything!
So a stated 5-day SLA to arrange a collection is actually turning into ~3 weeks for a general punter, or longer in my case as they didn't recognise the letter straight away and waited 3 days while the dealership tried to change my mind...
...all the while I can't actually use the damn thing and it's just taking up space on my driveway, costing me in insurance, and is still my responsibility if anything happens to it.
Yeah, "nice story bro" and all that - really posting this as a note of caution to anyone leasing a car - the returns process isn't necessarily as easy as you'd expect it to be...2 separate "full-day" appointments by the auction house doesn't really work when you also work standard office hours!
So I'm dealing with XY Financial Services Ltd, who are all very pleasant and professional over the phone (which actually makes a nice change). But their process is a nightmare, and there's almost no way around it.
They've subbed inspection and collection of vehicles out to a 3rd party auction house (think most lease co's do this), who want 48hrs to receive a notice from XYFS, another 48hrs to contact the customer, and then they appear to be currently operating a minimum 6-day lead-time for the first visit (inspection, full-day appointment only), before they then arrange a second visit (!!!) to collect. Have now spent close to 2hrs on the phone to XYFS trying to actually get them to sort something reasonable out, and still not concluded anything!
So a stated 5-day SLA to arrange a collection is actually turning into ~3 weeks for a general punter, or longer in my case as they didn't recognise the letter straight away and waited 3 days while the dealership tried to change my mind...
...all the while I can't actually use the damn thing and it's just taking up space on my driveway, costing me in insurance, and is still my responsibility if anything happens to it.
Yeah, "nice story bro" and all that - really posting this as a note of caution to anyone leasing a car - the returns process isn't necessarily as easy as you'd expect it to be...2 separate "full-day" appointments by the auction house doesn't really work when you also work standard office hours!
My last lease car was due back on 24 June.
The agent/broker gave the lease company the wrong details, they then got passed onto the collection house who could not call me to confirm the 24th collection.
Like you I spent 2 hours chasing with the lease company as the next date was book almost 2 weeks down the line.
As I had to take another day off they waived charges for the wheels, which were badly kerbed, plus had to reimburse my costs to insure the car on their behalf. My ncb was at that point being used on a replacement.
The agent/broker gave the lease company the wrong details, they then got passed onto the collection house who could not call me to confirm the 24th collection.
Like you I spent 2 hours chasing with the lease company as the next date was book almost 2 weeks down the line.
As I had to take another day off they waived charges for the wheels, which were badly kerbed, plus had to reimburse my costs to insure the car on their behalf. My ncb was at that point being used on a replacement.
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