Gateway2Lease Reviews

Good morning Paul,

Thanks for taking the time to leave a review. We are so pleased you had a great start to your leasing journey with us. We are currently investigating the issues you have advised us of and are awaiting further evidence regarding this if you can kindly send this to us at your earliest convenience so we can get a speedy resolution to this.

We look forward to hearing from you.

Kind regards

Mike and the team at G2L

Good morning Stuart,
Thank you for your feedback, we always endeavour to make our customers journey as easy as possible however, sometimes the complexity of the industry stands in our way. I have looked into your concerns and can see you ordered a Volkswagen Transporter that was severely delayed due to a shortage on parts which has affected most cars and franchises. Unfortunately, the manufacturer no longer price protect vehicles which caused the increase to your monthly rentals. We appreciate the frustration this may have caused.

Good afternoon Chris, Thank you for your feedback
We take customer satisfaction seriously and are glad to hear from you. First, I would like to apologize for the frustration you’ve been experiencing recently. I want you to know that we appreciate your feedback. I was sorry to learn of your experience and can appreciate your frustration. I can assure you that this is not the level of service we would wish for our customers. I am writing to acknowledge your comments and to confirm that we have raised this under our formal complaints process to ensure your case is fully investigated. I will be in touch direct. Best wishes, Jodie

Good afternoon,
I hope this email finds you well.My name is Jodie and I am the Customer Experience Manager at Gateway2Lease. Firstly, I would like to take this opportunity to apologise for the delays you experienced. I can see from your file that my team placed your vehicle order with the supplying dealership back on the 18th May and that your order was a factory order. As part of our process we will check the availability of your ordered vehicle with the supplying dealership or manufacturer and provide an updated estimate for delivery. It is important to state that this date is still an estimate and as a credit broker we cannot guarantee this date as it is based on information from a third-party supplier. As an established credit broker, we work with a selected group of supplying dealerships who offer high standards of customer service and this is how we aim to provide the best indication for delivery. With factory builds, delays can happen within the process especially when the vehicle needs to be built and shipped from abroad. Once you have placed an order with us you can expect a periodic email that will provide an update on the delivery estimate. For factory orders the update will be less regular as there is usually no update on the quoted estimate until further down the line. In cases where the vehicle has been built or where the vehicle is already in stock, we will provide more regular updates as we get closer to the vehicle landing on site at the supplier’s location.
I have to point out that our terms and conditions are very clear re delivery estimates. Due to the supply chain for any new car, the supplying dealership or any broker is not able to confirm with 100% accuracy (especially at this time) when a vehicle will be able to be delivered until the new vehicle arrives on site at the dealership. When the vehicle arrives on site there is still a lot of admin to confirm a delivery slot with the dealership. This is also compounded by everyone’s resource being so overwhelmed at this time. Our team here at G2L only ever work off what the supplier tells us re delivery ETAs, they do move both forwards and backwards and we are very open about any changes.

My apologies for the delay you experienced and for any inconvenience this may have caused you.

We hope you enjoy the drive of your new lease vehicle.

Kind regards,Jodie

Good morning Vivienne, I would like to take this opportunity to apologise, I have looked into this for you and it appears on this occasion an error has been made by us. We did order the incorrect trim with the supplying dealership and for this we sincerely apologise. We will resolve this direct with you. Kindest regards, Jodie at G2L

<div>Hi Leo, thanks for taking the time to give us feedback even though you have had a negative experience. As as Director of the company I focus a lot of my time on both the positive and negative feedback we receive to improve our business. I have personally reviewed your order in detail, importantly I can see you are very happy with your vehicle as you have rated it 5 stars from a product point of view. On the negative side you are clearly unhappy and frustrated with the service level that we have provided post the sales being made and order placed with the dealer. When I have looked into this further the issue was indeed on the supply side of things on this occasion as the order has been placed for the correct pickup with the correct type of cover at the rear. That said I can see that we could have communicated with you better to rectify the issues even though we did instruct the dealership to resolve the issue for you as a priority. I have also noted that you were very happy with the dealerships service and this is a big positive as this is an important part of our customer journey on every single order. To conclude, I am sorry that you have been left so unhappy with the service provided on this occasion, please rest assured that this will be discussed within our team with the view to making improvements. Best Regards, Gateway2Lease.
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