Tusker Avis 

Six-month-old car hit while stationary – still no repair date

My car is only six months old. I was having dinner and the vehicle was stationary when another driver hit it. The other driver reported the accident.

My vehicle has subsequently entered the Tusker accident-management/repair process, but I am now stuck in limbo.

The garage appears to be waiting for authorisation/sign-off before it can progress the repair, yet I still cannot get a clear answer as to who is responsible for providing that approval, what exactly is outstanding, or when my car will actually be repaired.

I did not cause this accident. I wasn't even driving the vehicle when it happened. Yet I am the person having to chase everyone to find out why the repair of my six-month-old car isn't progressing.

I appreciate that repairs can take time. What I do not accept is having no confirmed repair date because the garage is apparently waiting for approval somewhere within the claims process, while nobody takes clear ownership of resolving it.

I want Tusker to establish urgently:

Who is responsible for the outstanding authorisation? Why has it not been provided? What exactly is preventing the garage from proceeding? When will authorisation be issued? And when will my vehicle actually be repaired?

I don't want another generic update. I want somebody to take ownership of the claim and get my car repaired.

Claim reference: TUS05014917

Super easy to order and clear communications

Beth was an absolute saving grace.

After spotting a higher-spec vehicle that had come into stock, I wanted to change my order. Beth is exactly the person you want on the other end of the phone. She was calm, personable, and incredibly efficient throughout the entire process.

She went above and beyond to get everything sorted for me, liaising with various teams across the business and keeping me informed every step of the way. Most importantly, she provided clear, straightforward instructions on what I needed to do, which made the whole process completely hassle-free.

This is the kind of customer experience that brings people back time and time again. Tusker are incredibly lucky to have team members like Beth representing their business. Exceptional service from start to finish.

100% NOT recommended- Sep 2026

Unfortunately our experience with Tusker has been disappointing from start to finish.

Delivery of our new car was delayed well beyond the date we were originally given, with poor communication throughout the process. Getting updates required repeated chasing, and responses were slow or non-existent.

When our car needed repairs, the delays continued - both in getting the repair booked in and in getting any clear communication about progress.

Most recently, we were provided with a courtesy car that had almost no fuel, was far too small for our family of five (including two car seats), and was covered in large advertising for the repair garage - which our children found embarrassing on the school run. Our scheme includes a Relief Car benefit for exactly this situation, but despite emailing customer service and calling multiple times (including two calls where we were on hold for 45+ minutes before being disconnected), we have had no meaningful response or resolution.

As a salary sacrifice customer paying monthly for a "fully inclusive" package, this level of service and lack of communication is not acceptable. I would think carefully before signing up.

Spoke to 2 very helpful and friendly advisors today, sorted out my query quickly and professionally. Thank you both for your help today! (Bushra & Sarah I think!)

I had a fantastic experience with Tusker from start to finish. The application process was straightforward and hassle-free, and the customer support team was incredibly responsive and helpful whenever I had questions. Everything ran smoothly throughout the entire journey—a really great, reliable service overall.

Ordering a new vehicle through Tusker was a little daunting at first. However, after calling them and discussing a few uncertainties I had, I felt reassured and confident in the process.

The website is easy to follow, and I think the most important aspect is understanding the payments and the final amount you will be paying each month. This information is clearly presented on the site, making it straightforward for anyone to place an order with confidence.

Overall, the process was simple and user-friendly once I had a better understanding of the details.

I am still to receive my car but the support so far from Tusker has been great. Ann-Marie made sure I had all the details regarding my delivery and how to arrange a EV charger

You are too comfortable deflecting blame instead of accepting responsibility.

Awful! slow order process 6months and still waiting. They use every excuse available for delay so totally unaccountable. Automated emails. Only use for used stock they have available or be prepared to waited ages! Managers are useless

In response to Tusker - Leapmotor are definitely NOT built to order but mass produced and shipped as quickly as possible to Bristol port where there are thousands parked up. I placed an order in March with original estimated delivery date mid June. Mid June arrives and I’m told there is a delay at the factory and now estimate delivery mid September. Complaint lodged with management. 10/09/26 I call to chase delivery and told the car has not been built yet! This is chased up with dealer who then states the color interior I selected is no longer produced and I have to re order a new color scheme, guess what another 6 weeks minimum wait as the car is currently in china!

You blame the dealer or manufacturer but this is clearly very poor logistics and incompetence by yourselves. My advise would be avoid and use LeaseLoco who can supply within two weeks

Wanted to amend my order ... via e-mail ... always got computer generated No reply response ... when eventually contacted amanded reorder was incorrect on several occasions ... each time i responded the response was never from the same person who dealt with my original email

The website via our company portal was easy to use. I've been kept in the loop on what's happening. I was informed that a re-quote was needed to cover the Government EV grant which my selected car qualified for.

Not received car yet but so far good and lots of updates

Simple process, plenty to view and review - quoting easy and prices clear

The advisors on the phone were clear with my enquiry, and what was supposed to happen , has happened and the process is on its way.

Contacted with some questions before ordering, and received helpful, no-pressure advice.
What was also useful is that they were able to see what I had "saved" and could advise accordingly.

Had a car with Tusker for 2 years now and recently added a second. Every advisor I have spoken to on both vehicles has been very knowledgeable, friendly and helpful. Genuinely cannot fault the service I have received each time I have been in contact. Keep up the good work Tusker, a great company to deal with!

The customer agents are very helpful, friendly and patient with questions that they most likely have to deal with all the time (like expected delivery times/delays)

ELLIE D Helped with my issue, very friendly and reason for call was dealt with super quick, very happy.

1) Called Customer service and there was a lack of accurate data on the New cars available and what the additional specs consisted of. Manufacturers website did not have the same description
2) Spec of cars on the website is misleading - Does not include the actual extra packages on the car
3) Information the emails - When you call to address the information the e.g. licence, there is no route to address this on the telephone selections
4)Just received a notification on the assumed delivery period for the car, however it does not list the extras on the notification. So do not know if the car is the right spec.
5) Too many open questions and not specific areas to find answers without calling.
6) Lots of email repeating the same information.
7) Licence data sent - no idea if it was accepted or not. Also does not request data on the second driver