Fleet Evolution Avis 100

Réponse de Fleet Evolution

17 nov. 2025

I'm unsure why tjhis review has been left now 2 years after the initial complaint, there are some valid points but also some considerations from COVID that need to be taken into account.
Nicholas as previously we do apologise that collections were contactless, this was down to COVID guidelines, photo images were provided and the BVRLA had these and advice on our damage definition was sent prior to collection, our definition is more generous than BVRLA and we much prefer to have cars back in 'fair' condition ready to sell. SInce covid guidance eased we always get a physical signature again, as we did pre covid all via an app. Covid also effected the vehicle condition checks back at the auction house, i apologise again for this it's not normal and now covid restrictions are a thing of the past we are back to normal. We issue refurb cost penalties for less than 10% of cars and take every step to set your expectations on what is 'fair'. With reference to the mileage i can see we made a number of attempts to get a latest mileage update which do not appear to have been responded to, we have no direct feed to the car to ascertain this.
I'm sorry the adaptation of our policies during covid impacted you, I ca see your frustration and we're back to normal post covid but we have provided evidence of all the damage which was caused while in your possession and this was charged on at a bodyshop rather than dealer rate to reduce the impact on you.

Réponse de Fleet Evolution

9 août 2024

Hi Sarah, there are many electric vehicles, all of which drive differently from one another, our collection agents are trained inspectors but cannot be expected to know the ins and outs of every electric vehicle available on the market.
All of our documentation and collection information states an initial inspection is undertaken on pick up, and a further final examination on return to us. There is no ‘good/bad’ sign-off on our forms.
We inspect the vehicle against the BVRLA guidelines and recharge for anything outside of this guidance. We encourage customers who disagree with our findings to escalate to the BVRLA for their impartial findings.
Email communication is sent when we do not have any acknowledgement or response from customers to ensure they are being received. We await your escalation to the BVRLA for a resolution to this matter. Thank you

Réponse de Fleet Evolution

17 nov. 2025

TY Calvin brilliant to help you into the electric revolution

Réponse de Fleet Evolution

Actualisé le 6 juin 2024

It's always disappointing when customers are unhappy but in order to keep costs low we cannot pass on resale value losses due to customers damaging vehicles or losing equipment to the majority of customers who return vehicles in a 'fair wear and tear' standard. In fact less than 5% of our customers ever have a damage invoice to deal with. Complaints are very rare but I can clarify that all lease companies charge fees if the car is returned in a way that is not 'fair' in accordance with BVRLA. In our case I can confirm we go above and beyond this, the BVRLA for example say that any alloy damage above 50mm is chargeable, we only charge above 100mm. I also feel that this complaint although anonymous may relate to the only customer complaint we have had recently which also referenced a lost key charge, cars with only 1 key are very hard to resell, we give employees/customers notice that a key is missing, then if it is not rectified charge the dealer cost for a new key as we have to sell on with 2 keys. These costs have risen quite dramatically as keys have so much more to them now but again we only pass on the cost to us. If this is the complaint I am thinking of, without referring to any personal information we di in all honesty make 1 error, we did identify some damage which was identified as present on delivery but this was not charged for, just identified. Collection agents will identify all damage and then we check this against delivery notes later.
Comparison wise I am 100% confident our costs are well below what others would charge but I do sympathise that costs on everything motor connected have increased. You've been protected with fixed price motoring for the term, while insurance premiums have sky rocketed and tyre costs escalated our costs have remained the same but we cannot be responsible for costs from lost keys or alloy damage.

Réponse de Fleet Evolution

Actualisé le 13 mars 2024

Hi Grom, upon investigating your concern, it's evident that you're facing difficulties with the vehicle's size. While we do provide coverage for significant life changes, we also encourage customers to conduct thorough research before finalising a vehicle order, including test driving to ensure suitability for their lifestyle. Additionally, we offer assistance in finding a new home for the vehicle, and although we haven't yet secured an alternative placement, we're actively pursuing this option. We strive to accommodate situations where a vehicle no longer fits due to changing circumstances, but it's challenging when a decision is based on personal preference. We advise individuals to seek our guidance and test drive vehicles beforehand to avoid such issues.

Réponse de Fleet Evolution

8 déc. 2023

Hi, apologies but based on the information we can only assume what car this relates to, out of over 1,000 on fleet we are only aware of one such issue. We do rely on manufacturers to provide cars that are roadworthy and in one case this year we have a car that is back with the dealer awaiting parts. The customer has been given another car at no additional cost which is a similar value and style, slightly larger size. We have been taking legal advice and trying to get the manufacturer to take the car back but they are not moving from their position of 'we are waiting for parts.
Completely understand anyone in this situation would be furious and while I compeltely understand you have a legitimate complaint I would request you ensure that the manufacturer also has complaints publicly made as they make the car and provide the warranty and ultimately are the bottle neck here. We want you in a great car and I'm really sorry you are stuck in this position but we have ensured you are mobile in a similar car, not great for you I do absolutely appreciate you want the car you ordered.

Réponse de Fleet Evolution

Actualisé le 7 déc. 2023

Hi Graham, we're a little limited on what we can say here due to data privacy, but it's unfortunate you have seen the need to complain as we did not have a lot of control over this. We have done a number of launches with your employer, during which we always stress to ensure you make the right choice before ordering a car and offer our help on that journey. A registered car loses thousands the day it is registered, and unfortunately, we cannot absorb this loss as it was not our choice what car you took but yours. We do have live chat and instant responses to phone calls to help if people are confused on what to take. Re the chargepoint, we provide chargepoints free of charge on your scheme upon request but not everyone needs them. I will investigate whether you were sent the mailer on this, and if not, why not. You were in no way blamed for plugging in the 3-pin plug; we tried to offer advice as to the best set-up as we are not in control of your electrics at home. We have over 1,000 vehicles and sometimes we do make mistakes, however, in this case, I can't see how we are at fault with this one. As for your current car, we are trying to find another taker for it at no penalty to you. We're trying to help but we were not involved in your initial choice.

Réponse de Fleet Evolution

Actualisé le 8 déc. 2023

HI Roger, we have emailed you and spoken with your employer re this complaint as the only reference to charges I can see is the charge point provision. We have provided all the trail of communication and I do not feel we could have been clearer. We sent you an email with both options with costs and you selected the option you wanted. Our costs are as per that confirmation.

Réponse de Fleet Evolution

Actualisé le 8 déc. 2023

Hi Dan, we have closed this complaint with you although I understand not to your satisfaction. You have made several points, some of which are valid and some are not valid or have details behind which I cannot disclose here due to data protection. Regarding excessive charges, these are subject to BVRLA guidance and can be appealed, so not subjective but governed, we are more lenient than BVRLA. About dates and responses, you are correct. We were in the middle of the pandemic and standards slipped, so I am sorry. I also agree that we should have names on emails and this has been rectified.

*This complaint was addressed by us originally, we are responding now as we have not previously used TrustPilot.