"ASHLEY JOHNSON ABSOLUTE STAR !!!"

ASHLEY JOHNSON ABSOLUTE STAR !!!

Excellent service

Love it !!

"Great service and vehicles"

Very easy process from sign up, delivery of first car and first car replacement. All staff I have spoken to/interacted with have been very friendly. Great vehicles and a great service. Thank you.

"Amazing Pivotal "

Amazing. Great customer support from the off. I took my RR Sport abroad and all the paperwork arrived on time for my trip. On the 2 day of using the car I had a puncture which meant a new tyre. Certainly not Pivotal’s fault but on advising them they credited me the cost of the tyre.
It’s unusual to have such good service and support.
I’d recommend Pivotal to anyone.

"Top class customer care and service - FPace 90th Edition is another great drive!"

I had the FPace delivered yesterday for a 3 months renewal, car looks fantastic with great spec and model year! I'd like to once again thank the Pivotal team for a top class service - Thomas P, Ashley and internal team for a smooth swap over from my previous RRS. Look forward to the next delivery!

Best
Gabriel

"Incredible service! Outstanding Staff! "

I’m currently on my third car with Pivotal, and the experience has been nothing short of exceptional. The service they provide is consistently smooth, professional, and reliable, making the entire leasing process completely stress-free.

A huge part of this outstanding experience is down to Ashley Johnson. Ashley is incredibly kind, friendly, and goes above and beyond every single time. Quite frankly, she’s amazing! Her dedication, attention to detail, and genuine care for customers make her an invaluable member of the Pivotal team, and one of the main reasons I keep coming back.

If you’re considering leasing with Pivotal, you can expect top-tier service, and if you have the pleasure of dealing with Ashley, you’ll understand exactly why customers like me remain so loyal.

Highly recommended!

"Personable yet professional"

Personable yet professional - and all about the human are Pivotal. A brilliant car subscription service, the customer service is second to none. I wouldn't go anywhere else. Highly recommend.

"Melissa Lawrence, drive pivotal billing team"

Melissa Lawrence in the billing team has been someone that I have dealt with multiple times over recent years. She’s a credit to the institution and brings at all times incredible personal style as well as devout client service in her role as Billings manager. I have no doubt that this is a difficult role and one where she encounters many challenges however I felt the need to express my appreciation for her great service and fantastic disposition in a separate and dedicated trust pilot review. I would have no hesitation in recommending her for any position in a senior capacity on the client service side. You should look after her and see that she has overall responsibility for how your staff interact with clients in order to present the best possible face for the firm and ensure that clients are always left not just satisfied but enthused by their interaction with pivotal.

"Review of Pivotal Business Subscription…"

Review of Pivotal Business Subscription Service

I have been a subscriber to Pivotal’s business service for nearly two years. For most of this time, the customer service has been exemplary. However, my experience took a disappointing turn after downgrading my subscription.

During my first vehicle exchange, the process was smooth. The collection inspection report was completed promptly, and within 28 days, the final inspection report was issued. Although there was an additional charge of £186 for minor marks, Pivotal waived this as a goodwill gesture, which I greatly appreciated.

Unfortunately, my second vehicle exchange was far less satisfactory. The driver delivered the new vehicle and inspected the collection vehicle at the time of pick-up. I had ensured the vehicle was washed and cleaned per the terms and conditions of the subscription. During his checks, the driver assured me that the chalk marks on the vehicle were inconsequential, merely for reference during re-cleaning and polishing, and he commented that the vehicle was in excellent condition and fit for re-lease. Based on this, I signed the documentation with confidence.

To my surprise, I received a final inspection report 2–3 weeks later, claiming £1,500 in damage charges. I immediately contested this, requesting a review and escalating my complaint to Pivotal’s complaints team. However, within just four hours, I was informed that the head of the department had reviewed the matter and upheld the £1,500 bill, without providing a detailed explanation or justification.

I submitted the previous inspection report, which highlighted far less damage (£186 worth), and could not reconcile how this new report escalated to such an excessive charge. I subsequently referred the matter to the British Vehicle Rental and Leasing Association (BVRLA) for an independent review.

Here is where my concerns deepened. While Pivotal claims independence in such matters, the process reveals a potential conflict of interest. BVRLA contacts Pivotal directly, and if Pivotal asserts that the marks cannot be polished out—despite clear evidence that they are surface-level and likely removable—BVRLA tends to side with Pivotal, effectively endorsing their damage claim.

This experience has been deeply disappointing, particularly given the contrast between my initial positive interactions and the current situation. I urge anyone with a subscription to take precautionary steps: ensure any minor surface marks are professionally polished out before vehicle return to avoid being subjected to excessive and potentially unjustified charges.

While I rarely write reviews, I felt it necessary to share my experience to inform and protect others from encountering similar issues.

"Outstanding service!"

The service from Thomas P has just been incredible from start to finish. We have never had a company like this treat us in a such a kind and personal manner. He really is a testament the company and the broader Land Rover brand and a major reason why stay subscribing. I can’t recommend pivotal and Thomas P in particular highly enough!

"Fantastic Company"

I have been a member of Pivotal now for 18 + months. I have never experienced as good customer service from anywhere, you are made to feel welcome and valued. I especially would like to give Toby the credit, Toby is very knowledgeable in all areas of the business and understanding in your experiences. To me, Toby is an assets to Pivotal and goes above and beyond for you.