Onto

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Reviews

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  Joseph Tolson

  Genuinely one of the worst customer experiences I have ever encountered. A complete lack of ability to perform simple tasks such as replying to an email in a timely manner. Misleading information to customers.

  20-05-2023
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  Sharifa Tucker

  Initially when I received my car it smelt and had not been cleaned. It had some minor wear and tear which I logged. I also logged the wear and tear and damages that occurred throughout the time I had the subscription. After a missed payment they refused to take it on the same day within hours of me realising I needed to update my card details. I was at work and called to resolve this and they refused to take the payment and said they would be collecting the car within a few weeks. Once they received the car they emailed me over 3k worth of damage detail which they claimed was not within their wear and tear policy. When I appealed it with them of course I had no luck. They also asked me to post the key for the new driver. Which I did, and they're also trying to charge me for a new key. The app is terrible. Logging any damage does nothing - get the car fixed and any damages sorted before returning the car or you will be charged.

  27-04-2023
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  Georgina Pollard

  Do NOT use this company. 😔 Terrible customer service. Charged fraudulently!

  27-03-2023
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  Mark Johnson

  I had the same experience as the previous reviews. Great concept, really easy to use and brilliant when you have a working car. However if the car develops a fault they’re not much help and when you return a car the costs they add on are eye-wateringly high. Makes this an incredibly expensive alternative to Zipcar, car rental or normal longer-term car hire.

  27-03-2023
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  Chris Griffin

  I am extremely disappointed with the car subscription service provided by Onto. Despite marketing themselves as a "hassle-free" solution that includes everything, my experience so far has been far from that. The car I was provided with developed a fault after just a month of usage, and when I tried to get it fixed, the customer service was non-existent. I raised a complaint about the issue, but the team completely ignored me, leaving me without any solution. To make matters worse, a call with one of their representatives was recorded without my knowledge or consent, which is a complete violation of my privacy. I expect better service from a company that charges over £1000 a month for their subscription service. I would not recommend this service to anyone as their customer service is appalling and they simply ignore you if you have an issue or a proper complaint. Save your money and go elsewhere!

  27-02-2023
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  Georgian Dorinel Dragomir

  The most dreadful, painful, and horrible experience. All their systems are messed up and nothing works on their side. They have zero communication within the company and no one can help you. There are no managers or superiors on duty. Lesson learned, read the reviews and believe the bad ones. The good ones are not real, they can't be. I've never had such a horrific experience. They have impacted my business and I am not even sure if I will get my money back. Avoid losing hundreds of pounds, time, and sanity.

  27-02-2023
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  Theodore Wong

  If your car breaks down, you might as well cancel, because you're not driving a car anymore. My car broke down (electrical system failure on an EV: will not start, nothing works) 17 days ago (it's still broke down). Over two weeks of my life has been spent on the phone with Onto and their infinite number of teams and partners to get it recovered and repaired. Every call is about 4-5 transfers so that I get the privilage of repeating myself again and again (PER CALL). Nobody seems to know what happened from the last call, what's going on, what's happening next, or a timeline on anything. I've had 4-5 scheduled callouts, each during specific timeframes on a specific days, but no one has yet to show up for any of these. I've had to put my life on hold and stay at home, waiting for the scheduled person to come and have them not show up. A courtesy car is only given once the car is picked up - which seems like a timeline of 2025 by now. And rather than give me a replacement car, I'm getting the run around on still waiting for a repair - again, maybe sometime in 2025. I've never experienced such incompetence in resolving a matter in my life. To this date, I have no idea when I'll ever get to use a car again. Onto is great as long as you don't encounter any issues with your car or need their customer service.

  27-02-2023
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  John Griffiths

  Worst customer service ever "Zero Stars" I don't normally leave reviews but I have been so frustrated with the way ONTO have handled every interaction and I'm slightly relieved to see I'm not the only one. Had a request to swap a vehicle as they were renewing the fleet and they tried charging me for that, hours of phonecalls to sort. The vehicle they delivered was knowingly broken and they instructed the delivery company to deliver anyway. I had to sort the swap and they charged me even after saying they wouldn't. I was driven into by another vehicle in August, clearly not responsible verifiable by car cam and traffic cam, mixed email messaging stating I wasn't, and then I could be responsible, the excess was taken from my account, 5 months later they still haven't had the damage costed, still haven't contacted third party to cover cost and I am still out of pocket. Finally made the jump to buy my own EV, cancelled contract and attempted to arrange collection. ONTO couldn't collect within the previously paid for month (despite plenty of notice) and so have charged me extra to have the vehicle collected despite saying they wouldn't. I've been with ONTO approx 15 months and accrued "Reward points" but they're basically useless for anything you'd like to use them for including vehicle returns. Every interaction has involved conflicting messaging/lies, hours on hold, and no action from ONTO. A great idea, poorly executed, avoid! They've made so many changes with increasing cost, decreasing mileage and decreasing supported charge networks plus the hassle of dealing with their customer services, you're better off finding an alternative.

  27-01-2023
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  Timothy Mayo

  Their subscriptions prices include free charging which of course is calculated in your monthly price so it's not actually free. I'd be charging 99% of the time at home so this would be a complete waste of money. It's a shame they don't offer an alternative package for those who don't want to make use of the "free charging".

  27-11-2022
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  Stephen Lee

  Honestly the service was fantastic up until handing the car over, asked a few days before if I’d be able to keep the car and was told no. Advised car was returned with damages which were there prior to delivery - attempting to charge £310 for repairs.

  27-11-2022