Leasys End of Contract Servicing charge
Discussion
Hi
I think I’m going mad and I need some second or third opinions.
I leased a Mini Cooper from leasys. I serviced it to minis guidelines. The guidelines say the first service is an oil change and is needed at 18k miles or 2 years which ever comes first, the car told me when to do it. I had it service in September 24 just before the car was two years old and before 12k miles. Perfect.
When manheim came to inspect it in December to take it away, they said it had missed a service, he said the car needed to be serviced every 12 months which he had confirmed in a call to leasys.
I called b011ocks and disputed it saying the car tells you when it needs a service and it had been done to Minis servicing guidelines not their arbitrary yearly mandatory service he was taking about.
The manheim report he gave me before he left stated I owed them £350 for a missed service so I signed it as disputed.
Last month Leasys tried to charge me via DD for the amount. I tried to speak to the operations department but it was like they were deliberately misunderstanding me. Their decision was final, I owed it and if I didn’t like it, to open a complaint.
They said I had missed the cars yearly service and the service history was incomplete. I said the car had been serviced to the manufacturers guidelines 2 years or 12k miles, to BVRLA guidelines, to their own leasys guidelines and to manheims guidelines which all say when it comes to serving the car, follow the manufacturers guidelines. At no point does anyone say it needs to be serviced yearly. The terms and conditions even say it.
I spoke to the mini service dept who said the car had been serviced correctly and if leasys had any concerns to call them directly. I sent a copy of this email to leasys and to the complaints team as proof.
I opened up two complaints in the end, one with leasys which is a third party called CA auto finance and one with the BVRLA (still waiting to hear back from BVRLA).
I’ve sent CA Auto finance evidence that the car didn’t miss a service, I sent them a screen shot of the photo taken by manheim of the service panel which shows no service was missed and that their yearly service doesn’t meet with the guidelines that BVRLA set out.
I just received an email from CA auto finance with this saying they do not uphold my complaint.
“As part of my investigation, I have consulted the Operations team for further information on how we can best resolve your complaint. You had sent me images of the completed service via email which was shared with the team for them to review.
Upon further review the Operations Team has advised that all service history must be present at the point of BVRLA inspection. If this is not provided when the vehicle is being inspected, we are unable to waive the cost if the service history is sent after the vehicle is collected as the vehicle is listed on
auction without these services.“
Am I going mad? I sent them photos that the car had been serviced correctly, the photo manheim took on the day it was collected, but they say the service history wasn’t complete? But it was. It’s right there in the photo.
So am I wrong here? Should I pay the £350 for a missed service even though….it wasn’t missed as the manufacturers guidelines are clear or do I continue to fight this? As I say, I’m still waiting on the BVRLA complaint decision. Maybe I’m being too optimistic that they will understand what I’m trying to say.
I feel like this is going to end in my tears. Would appreciate thoughts, prayers optional.
To;dr:
Car serviced to MINI servicing guidelines but leasys say it wasn’t. Charging me £350 for missed service.
I think I’m going mad and I need some second or third opinions.
I leased a Mini Cooper from leasys. I serviced it to minis guidelines. The guidelines say the first service is an oil change and is needed at 18k miles or 2 years which ever comes first, the car told me when to do it. I had it service in September 24 just before the car was two years old and before 12k miles. Perfect.
When manheim came to inspect it in December to take it away, they said it had missed a service, he said the car needed to be serviced every 12 months which he had confirmed in a call to leasys.
I called b011ocks and disputed it saying the car tells you when it needs a service and it had been done to Minis servicing guidelines not their arbitrary yearly mandatory service he was taking about.
The manheim report he gave me before he left stated I owed them £350 for a missed service so I signed it as disputed.
Last month Leasys tried to charge me via DD for the amount. I tried to speak to the operations department but it was like they were deliberately misunderstanding me. Their decision was final, I owed it and if I didn’t like it, to open a complaint.
They said I had missed the cars yearly service and the service history was incomplete. I said the car had been serviced to the manufacturers guidelines 2 years or 12k miles, to BVRLA guidelines, to their own leasys guidelines and to manheims guidelines which all say when it comes to serving the car, follow the manufacturers guidelines. At no point does anyone say it needs to be serviced yearly. The terms and conditions even say it.
I spoke to the mini service dept who said the car had been serviced correctly and if leasys had any concerns to call them directly. I sent a copy of this email to leasys and to the complaints team as proof.
I opened up two complaints in the end, one with leasys which is a third party called CA auto finance and one with the BVRLA (still waiting to hear back from BVRLA).
I’ve sent CA Auto finance evidence that the car didn’t miss a service, I sent them a screen shot of the photo taken by manheim of the service panel which shows no service was missed and that their yearly service doesn’t meet with the guidelines that BVRLA set out.
I just received an email from CA auto finance with this saying they do not uphold my complaint.
“As part of my investigation, I have consulted the Operations team for further information on how we can best resolve your complaint. You had sent me images of the completed service via email which was shared with the team for them to review.
Upon further review the Operations Team has advised that all service history must be present at the point of BVRLA inspection. If this is not provided when the vehicle is being inspected, we are unable to waive the cost if the service history is sent after the vehicle is collected as the vehicle is listed on
auction without these services.“
Am I going mad? I sent them photos that the car had been serviced correctly, the photo manheim took on the day it was collected, but they say the service history wasn’t complete? But it was. It’s right there in the photo.
So am I wrong here? Should I pay the £350 for a missed service even though….it wasn’t missed as the manufacturers guidelines are clear or do I continue to fight this? As I say, I’m still waiting on the BVRLA complaint decision. Maybe I’m being too optimistic that they will understand what I’m trying to say.
I feel like this is going to end in my tears. Would appreciate thoughts, prayers optional.
To;dr:
Car serviced to MINI servicing guidelines but leasys say it wasn’t. Charging me £350 for missed service.
The payment was taken by direct debit?
Go back to the last email asking whether that is their final position, giving them 7 days to reply pre-escalation.
If they do not reply within 7 days initiate a claim under the direct debit guarantee scheme with your current account provider. They will reverse the payment.
Go back to the last email asking whether that is their final position, giving them 7 days to reply pre-escalation.
If they do not reply within 7 days initiate a claim under the direct debit guarantee scheme with your current account provider. They will reverse the payment.
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