Embrace Leasing レビュー 86

Embrace Leasing からの回答

2025年10月1日 に更新

Update:

Hi Colin,

I do understand your frustration, and I’m genuinely sorry the experience hasn’t met your expectations.

Just to keep the facts clear for others reading:

The delay was caused by a Volkswagen factory model-year change, not by Embrace Leasing.

We passed the update to you as soon as we received it and explored alternatives to help.

The £300 wasn’t a “deposit” but a non-refundable processing fee you agreed to when placing the order, covering the work already completed.

The additional cancellation fee of one month’s rental (also in the signed terms) was waived in full as a goodwill gesture.

We do respect your right to share your opinion, but we also have to ensure the facts are represented accurately for the benefit of other customers.

If you’d like to speak directly, you’re very welcome to get in touch.

Hi Colin,

Thank you for sharing your experience — we’re genuinely sorry that things ended on a disappointing note for you.

For full clarity to others reading, here’s what happened from our side:

1. The Order & Expected Delivery

You placed your order in May, with the intention for your new vehicle to replace your existing one seamlessly when your Lex lease ended.

At that point, delivery dates were based on the manufacturer’s estimated build schedule — which is standard across the industry. These are always estimated rather than guaranteed, as production delays can occur.

2. The Manufacturer Delay

In mid-July, the supplying dealer notified us that Volkswagen had implemented a model-year change, which affected factory build slots nationally. Your build was moved to week 38 with an ETA in October.

We passed this information to you as soon as we received it, and we understand your disappointment — especially being so close to your planned changeover.

3. Attempts to Help

Following the delay, we:

Looked for alternative vehicles at your price point

Advised on lease extensions with Lex to bridge the gap

Explained short-term hire options

Continued checking the market for earlier stock

We accept these solutions didn’t work for you, but they were offered in good faith to prevent you being without a car.

4. The Cancellation & Fees

When you requested to cancel:

The signed order form states a non-refundable £300 processing fee, which covers the work already completed (quotations, credit checks, documentation, lender and dealer administration, communication, post-sale support and sourcing of alternatives).

It also states a cancellation fee equal to one month’s rental.

To act fairly and reflect the circumstances, we waived the full cancellation fee, even though it applied under contract. The processing fee was retained in line with the agreement you signed.

5. On “Small Print”

We don’t hide terms in small print. All fees and conditions are clearly visible in the order form you signed electronically. We also send all customers a copy immediately for transparency and reference.

6. Your Review

We absolutely understand why the situation was frustrating — having to buy a car unexpectedly is never ideal. However, the delay was not caused by inaction or neglect on our part. It was a manufacturer-level change that affected many customers across the market.

We did:
✔ Keep you updated immediately
✔ Explore alternative solutions
✔ Cancel the order when asked
✔ Waive the contractual cancellation fee in full

We did not:
✘ Cause the delay
✘ Refuse communication
✘ Apply additional charges beyond what was signed for

We do respect your right to share your experience, and we’re sorry you’ve been left feeling let down. Our door is still open should you want to discuss this directly or give us the opportunity to make future dealings better.
The Embrace Team.

Embrace Leasing からの回答

2025年9月30日

Hi Steven,
Thank you for your review!
We're delighted to hear your Hyundai Ioniq 5 N arrived earlier than expected and that we were able to offer the best price on your lease. It’s great to know you’re happy with everything.

If you need anything at all during your agreement or when you’re ready for your next vehicle, we’ll be here to help. - Embrace Team.

Embrace Leasing からの回答

2025年9月26日

Thank you so much for your kind words and for choosing Embrace Leasing for your first contract with us! We’re delighted to hear that you found our service prompt, friendly, and efficient, and that we were able to provide exactly the vehicle you were looking for.

It’s always great to welcome customers who have leased elsewhere before and still feel confident recommending us. Your feedback means a lot to the whole team, and we’re so pleased the experience from your very first call through to delivery was excellent.

We really appreciate the recommendation and look forward to helping you again in the future when it’s time for your next vehicle.

— The Embrace Leasing Team 🚘

Embrace Leasing からの回答

2025年9月24日

Hi Andrew,

Thank you so much for the lovely review! 🙌 We’re delighted the experience was smooth from first contact right through to delivery, and it’s brilliant to hear you’d recommend us.

When you’re ready for your next lease, we’ll be here to make it just as easy. If there’s anything we can do in the meantime—or if you’d like help with setting up features or accessories—give us a shout.

Enjoy the new car! 🚗✨ - Embrace Team.

Embrace Leasing からの回答

2025年9月24日

Thank you so much for your kind words! We’re thrilled to hear you had such a fantastic experience from start to finish. Our team always aims to make the process as smooth and enjoyable as possible, so it’s wonderful to know we delivered. Enjoy your new car! 🚗✨

Embrace Leasing からの回答

2025年9月24日

Thank you Hilary so much for sharing your experience! We’re thrilled to hear that everything from choosing your car right through to delivery has been first class. Our team always aims to make the process as smooth as possible and it’s great to know you felt supported at every stage.

Enjoy your new car and thank you again for choosing Embrace Leasing – we really appreciate it. - Embrace Team.

Embrace Leasing からの回答

2025年9月19日

Thank you so much for your kind words and for taking the time to share your experience. We’re delighted to hear that you had a fantastic experience leasing your new vehicle through Embrace Leasing.

It’s great to know that you found the process easy and that our team kept you updated every step of the way. We pride ourselves on going the extra mile, so we’re especially pleased that you felt supported during the sudden change in the government scheme — we know how important that was for you.

Enjoy your new vehicle, and we look forward to helping you again in the future! - Embrace Team.

Embrace Leasing からの回答

2025年9月17日

Thank you so much for taking the time to share your experience – what an amazing review!

We’re thrilled to hear that both our Sales and Admin teams were able to support you throughout the process, from requoting when the EV grant came in to arranging an improved delivery date to meet your deadline. Our goal is always to make the process as smooth and stress-free as possible, so it’s great to know that we were able to deliver for you.

I’ll make sure to share your feedback with the team – they’ll be delighted to hear it.

Thanks again for choosing Embrace Leasing, and we look forward to helping you again in the future! - Embrace Team.

Embrace Leasing からの回答

2025年9月5日

Hi Mark,

Thank you so much for taking the time to leave such a thoughtful and detailed review!

We’re absolutely delighted to hear that your experience with Embrace Car Leasing was smooth, clear, and stress-free from start to finish. Providing excellent communication and delivering exactly what we promise is at the heart of everything we do, so it’s fantastic to know that this came through in your journey with us.

The whole team will be thrilled to read your kind words – it’s feedback like this that makes all the hard work worthwhile. We pride ourselves on being both professional and approachable, so your comments really do mean a lot.

Thank you again for choosing Embrace, and for recommending us so highly. If we can support you again in the future, whether it’s for your next vehicle or simply answering any questions, we’ll be here and happy to help. - Embrace Team.

Embrace Leasing からの回答

2025年9月5日

Hi Lisa,

Thank you so much for your fantastic review!

I'm so pleased to hear that Adam and the team were able to turn things around for you after being let down elsewhere. We understand how frustrating that kind of situation can be, especially with a tight deadline — so it’s brilliant to know that we not only found a great alternative, but managed to get it delivered within 10 days!

Delivering an incredible service is exactly what we aim for, and hearing that you're one happy customer means the world to us. I’ll be sure to pass your kind words on to Adam – he’ll be chuffed.

Thanks again for choosing Embrace. We’d love to work with you again in the future! - Embrace Team.

Embrace Leasing からの回答

2025年9月5日

Hi Danielle,

Thank you so much for your kind words and for taking the time to share your experience!

Leasing a car for the first time can feel like a big step, so it's wonderful to hear that Adam and Mandy made the process smooth, clear, and reassuring for you. We're really proud of how our team takes the time to provide that extra bit of support — especially when there are lots of questions to be answered!

I’m so pleased that you found our service professional, efficient, and personable — that’s exactly the experience we strive to deliver for every customer.

Thanks again for choosing Embrace Leasing — we truly appreciate your recommendation and can’t wait to assist you again in the future. - Embrace Team.

Embrace Leasing からの回答

2025年7月29日

Hi Suzette,
Thank you so much for your kind words! We're really pleased to hear that you found the process smooth and straightforward – that’s exactly what we aim for.

Joe Clarke will be delighted to hear your feedback – I’ll be sure to pass it on. If there’s anything else we can help with in the future, please don’t hesitate to get in touch.
- Embrace Team.

Embrace Leasing からの回答

2025年7月22日

Hi Leigh,

Thank you so much for your lovely review – we really appreciate you taking the time to share your experience.

It’s brilliant to hear that Aby, Mandy, and Ned were able to guide you through the process and provide the support and reassurance you needed. Leasing a vehicle for the first time can feel like a big step, so we’re delighted that the team made everything clear, simple, and stress-free for you.

At Embrace Leasing, we pride ourselves on delivering a personal service that’s friendly, approachable, and genuinely helpful – from your first enquiry right through to delivery and beyond. Your kind words are exactly what we aim for, and it’s fantastic to know we’ve made a positive impression.

Thanks again for choosing Embrace. We’re always here if you need anything in the future, and we hope you’re absolutely loving your new car!
- Embrace Team.

Embrace Leasing からの回答

2025年7月1日

Adam really is one of the good guys, and we’re delighted to hear that your experience with Embrace Leasing was such a positive one. From start to finish, Adam always aims to go the extra mile for his customers — whether that’s finding the best available deals, offering clear and honest advice, or simply being on hand to answer any questions along the way.

It’s brilliant to hear that his quick responses, regular updates, and approachable manner made the process smooth and stress-free for you. That’s exactly the level of service we strive for every day at Embrace.

We’ll make sure Adam sees your kind words — feedback like this makes all the difference. And when the time comes for your next vehicle, we’ll be ready to help again.

Thanks for choosing Embrace Leasing!

Embrace Leasing からの回答

2025年7月1日

Thanks Christopher, We’re really pleased to hear you had such a smooth and stress-free experience with us. Our team at Embrace Leasing always aims to make the entire process as simple and supportive as possible, so it's great to know you felt well looked after from start to finish.

It was an absolute pleasure to work with you, and we truly appreciate you choosing us for your lease. If there’s anything you need in the future, we’re only ever a call or message away.

Thanks again from all of us at Embrace Leasing!

Embrace Leasing からの回答

2025年6月20日

Thank you so much for your thoughtful review, Morgan. I am really pleased that we were able to support you during your recent injury and help delay the delivery to suit your situation. We always try to be flexible and put our customers first, so it is great to know that this saved you money and made things that little bit easier. The team at Embrace Leasing will be very happy to hear your kind words and that you would recommend us. We hope you are on the mend and wish you many happy miles in your new car. If you ever need anything else in the future, we would be more than happy to help. - Embrace Team.

Embrace Leasing からの回答

2025年6月20日

Thanks Neil. Thank you for your kind words. We are really pleased to hear that you were happy with the service from start to finish. It means a lot to us that you took the time to share your experience. We hope you are enjoying your new car and look forward to helping you again in the future. - Embrace Team.

Embrace Leasing からの回答

2025年6月9日

Thank you Alison so much for your kind words! We’re delighted to hear that everything went smoothly and that you were happy with the service. Enjoy your new car and we look forward to helping you again in the future! 🚗✨ - Embrace Team.

Embrace Leasing からの回答

2025年6月9日

Thank you so much for your wonderful review and for taking the time to share your experience with Embrace Leasing.

We are absolutely delighted to hear that everything met your expectations and that we were able to offer a solution that worked perfectly for your needs. It is great to know our two year hybrid lease gave you the flexibility to consider switching to electric while still having a reliable option that suits your current lifestyle.

Providing competitive pricing and personal support is something we take pride in. We are pleased that our team responded quickly to your questions and helped rearrange the delivery date to fit around your existing car collection. We also appreciate you mentioning the follow up on the missing mats. We are glad we could get that sorted for you so quickly.

Your kind words really do mean a lot to us. We are so pleased we could provide a service that felt almost too good to be true. We look forward to helping you again when it is time for your next car. - Embrace Team

Embrace Leasing からの回答

2025年5月28日

Thank you so much for your kind words, Peter! We're thrilled to hear that Adam was able to provide you with the help, advice, and service you needed. It's fantastic to know that everything went smoothly and that you're pleased with the arrangements. We really appreciate your recommendation and are proud to have earned your satisfaction. Enjoy your new vehicle, and if you ever need anything in the future, we’re just a call away! - Embrace Leasing