ZenAuto Opiniones 1948

Calling customer service rarely fills me with excitement, and I usually brace myself for the frustrations that often follow. However, that definitely wasn’t the case today! I was so pleased to have dealt with George — he was incredibly helpful, knowledgeable, and made the whole experience smooth and stress-free. Thank you for such excellent service!

Avoid Avoid Avoid
The single worst experience I have ever had in the auto industry
Car is just over three years old. safety recall central locking as noted the vehicle won't open with central locking, and in the cold won't open with the physical key. According to VW only software is covered under recall. Yet I have 6 owners in the same boat according to the id4 owners club stating franchised dealerships are all stating they need a new handle.
Have spent 12+ hours between vw and Zen to be told by VW after a week of waiting this is for zen to resolve and to speak to vw fleet services as my contract is with them. After a week they agreed to pay for a courtesy car when I threatened with this review. Still in a petrol which is 4x as expensive to run as the ev I pay for after a week.
Explained my son at one point was locked in the car, a complete disregard for safety. the car alarm will go off all night till you go and unlock and lock again.
Replacement handle is covered in USA and eu for known defects for this model and zen won't admit the car is not fit for purpose. I can't even get into it.
So unless you want to spend 12+ hours going around the houses with customer service for them not to want to help you id stay well clear.
Now considering small claims court for the £585 cost for the handle and claim under the consumer rights act 2015.

From start to finish, everyone I spoke to was helpful, friendly and above all, human. We experienced a few issues: a delay to the delivery of our vehicle (Zen Auto arranged a courtesy car for us at no cost); and financial difficulties paying the excess mileage (Zen Auto helped us with a payment plan and were amazing at a very stressful time). I would recommend them without hesitation. Thank you Zen Auto! Can you expand into vehicle sales so we can be your customers once more?!

Hands down the worst lease company I have taken a car out with. If I could mark this zero stars I would.

I left a review in August but clearly this has not made a difference. I want to warn people so they don’t have to struggle how I have.

They constantly force customers into difficult situations, worsen fines with unnecessary admin fees, refuse to follow their own policies and honestly have offered some of the worse customer service.

They have also fraudulently taken money from my account without consent on multiple occasion, causing my bank to make contact and query payments. Tried to charge me for fines that were already pardoned, despite having the evidence on their system too and they brush these things off as “mistakes” system errors!

If I had the extra cash to buy myself out of the lease, I would have after the first 6 months.

If you like peace, I would avoid this place at ALL COSTS!

ZenAuto employs predatory end-of-lease practices such as using false excess mileage claims to overcharge. My ZenAuto lease ended with 17,100 miles on the odometer when their collection agent drove it away, but they sent me an invoice charging me for 17672 miles. So 2672 excess miles instead of 2100 at an expensive 15.93p per mile.

I’m glad I decided to take photographic and video evidence as the collection agent was inspecting the car in order to protect myself.

Zen Auto has been a very professional and reliable car lease company. After 4 years of leasing with them, we decided to renew for a new vehicle. Excellent customer service from beginning to end!

It was a real problem doing the phone verification which failed on seven occasions ending up with documents being submitted on line. The rest of the process was fine,

Have recently joined a company and they offer cars on lease through salary sacrifice, I don’t know about their actual service but what a pathetic site with performance issues, try adding filters and wait forever to get the results of your searching criteria, you guys need to work on this and it’s no rocket science and this performance issue could be improved.

Happy to revisit my rating if that would be actually addressed and resolved.

I am very happy with my current car and lease, which is why I chose to continue the relationship even though, as I pointed out, I could get cheaper deals elsewhere. I would give five stars if the process of renewing my contract had been quicker and less complicated - as an existing customer, I was surprised to be grilled at such length.

Three weeks ago, I returned a BMW M135i after 4 years - was sad to see it go. By and large, I've had a great experience with Zen Auto over the 4 years - I can't praise enough their former Head of Sales and Partnership (Tom Johnson) who has since left - apart from with their Fines Team!

After I returned my car, I received an email from ZenAuto informing me that they've paid a £80 TfL (Transport for London) fine +£15 administration fee and a letter of authorisation for appeal. However, TfL's website is clear that once a Penalty Charge Notice (PCN) is paid, no further appeal or representation will be accepted; moreover, the penalty charge amount will not increase while a representation is under review.

While I understand ZenAuto’s reasoning for making prompt payment to secure the discounted rate, their approach prejudices my right as a registered keeper or hirer to be given an opportunity to challenge a PCN before a payment is made. Even if my appeal were ultimately unsuccessful, ZenAuto would still be entitled to recover the charge (discounted or otherwise) from me at a later stage.

ZenAuto need to review their policy to ensure that customers are not deprived of their lawful right to challenge a PCN before payment is made (read the small print!). In light that I've already returned this car, I'm caught in an impasse and it would seem I've no choice but to pay the £80 PCN + £15 admin fee. In fact, I should be charging ZenAuto for all the hassle I had to go through with contacting TfL for clarifications.

UPDATE: Nick from the Customer Services team reached out with a clear and detailed explanation of their policy after reading the above review (I didn't appreciate the number of fines, in the region of 4 figures, that they have to deal with each month). He also highlighted an internal appeals process that allows customers to appeal directly to ZenAuto—even after the payment has been made to TfL—so they can review whether the PCN is justified. After reviewing the letter I had originally intended for TfL, they decided to waive the fees on this occasion.
From my very first interaction with ZenAuto (Tom Johnson) to my most recent with Nick, I have consistently found their team to be fair, professional, and considerate in their dealings with customers. I truly appreciate their commitment to good customer service.

Had a car on lease for 4 years , it was over on the returns of the millage but such a small amount to pay . I returned the vehicle on a A Grade returns as i look after cars so was ceramic coated and cleaned up ready for the collection, this was took away would do someone else proud. Had a loverly experience with Zen itself the staff were friendly and pleassant and even had a joke on the phone when needed they are wonderful dont change a thing these are top notch proffesional and take care of your questions raised initially.The vehicle even had its moments with work needed to be carried out but was took care of by Cupra dealerships.
Thanks would lease again but now i found a car of my dreams a M235i but i do wish this company the very best of wishes in the near future.
Thanks Once again for the pleassant experience!

Had a lease hire car through Zen for 3 years and they have been exceptional from the very start onwards.

Just had a lovely phone call with a Zen staff member, Lauren, who went above and beyond to help me. She is an absolute credit to the company.

Thank you.

Great to get signed up but if anything goes wrong your screwed, pay more and have the peace of mind if anything was to go wrong you would be looked after

Throughout my lease the customer care team have been brilliant.

Recently I got forwarded an excess mileage invoice from their payments team, I called up and on of the guys checked it out for me and sorted it within 3 hours. Which I think is great as it was no small sum of money.

Thank you again Harry! ZenAuto that guy needs a raise 😉.

On another note so brilliant note their fines process is very annoying as they pay the fine before they send it to you. Something I never signed up to but was later introduced and I get why they do it. But in most cases it takes the power away for the driver to appeal the fine and maybe get it cancelled.

All in all I had a good experience with ZenAuto.

Poor customer service, unreasonable charges, by far the worst leasing company I've dealt with over the years (10no.) to date.

Terrible communication.

AVOID...

I had a great experience with Zenauto from start to finish.
The customer service is very responsive, whether it is for ad hoc questions or setting up an appointment for annual service. I was worried I was going to be charged an unexpected large amount of money when I return the car. To be honest the car was very well maintained, but was worried about the alloys (which i had redone and scratched again), some scratch on one of the side mirrors, and scratch at the bottom of the car (when I tried to park once). In the end I did not pay a cent. Overall very satisfied and I will definitely use again should I need to lease again.

I have just finished leasing from ZenAuto over a 4 year period and the only reason I haven't continued with them is that I am getting an EV through my work.

They have from day one been a pleasure to deal with and have been very communicative with myself as a customer, from the increase in VED duty, to providing options and an easy process to up my annual mileage, to sorting out compensation when I had to renew insurance due to the 3rd party they use failing to show up to collect my lease.

Overall a very good experience with them from start to finish and I highly recommend.

Great customer service from delivery to collection and in between! Good communication when I had a couple of queries, great car and no quibble collection!

Superb customer service when responding to a breakdown. I couldn’t have asked for a better experience!

Returning customer- stress free experience! Helpful and quick to reply and get the order moving.