Onto Reviews 

Great for the two years I had a car. Suited me but my opinion soured when they asked for it back (due to them going into administration). They said they would let me know in a timeframe if I needed to pay an excess. They never got back to me. I then used the cash I had aside for the excess. They then eventually asked for that (way beyond their 15-day timeframe) and I couldn’t pay straightaway. They then sent an email saying if I didn’t pay, they would send to a debt collector so I did ask for breathing space (didn’t hear back) but then made efforts and paid it in full which they acknowledged. They then sent me a threatening solicitor letter. I shouldn’t hear back but because of their ineptness, I’m half expecting debt collectors come for a debt I’ve already settled

Absolutely terrible. I returned the car with what was wear and tear (after a long hire period). Most of what they highlighted could have been buffed out yet they wanted to charge £1400!

DO NOT USE THEM

They are scumbags.

DO NOT USE THIS COMPANY

Have recently returned my car and cancelled membership.

They sent my Corsa E with the wrong tyres, thus, during the time I had the car, all wheels suffered slow punctures OR all out blow outs and needed to be replaced.
One tyre exploded on an A Road, pulling out the break lines and I nearly died.
Then, due to Onto's negligence and ineptitude, I was waiting for over 10 hours on a dark road for breakdown service. Had to speak to 5 different companies in order to get help.
All told, all the trips to the garage to fix the car, wheel replacement, ect, I footed the bill of over £1200.

THEN, upon return, they charge me over £953!! They charged me £400 for a missing slow charge cable WHEN THE CAR DIDN'T COME WITH A SLOW CHARGE CABLE!! £450 for damages (which was caused again BY THEM not sending the car with the correct tyres! Then £103 for missing wheel lock key....

Their service is useless, they never had new cars available. THEY ARE MONEY GRABBING CROOKS

It all started well 2 years ago but now things have changed and I wouldn't recommend Onto to anyone.

Prices have risen almost 20% and access to public chargers reduced, but these are not the biggest issue.

Recently one of our cars was involved in an accident, Onto's insurance company advised at the beginning that we were not at fault. Almost a year later £350 is taken from our account without any notice, an email to Onto and they advised that this was an excess in relation to the accident that we were told over a year ago we were not at fault for. It turns out that Onto had decided to settle in favour of the third party based on incorrect information supplied by them without ANY communications with us, they then refused to listen to us or even allow us to raise a complaint.

I would no longer recommend Onto to anyone.

Update in response to ONTO's reply:

Originally ONTO and their solicitors were unwilling to pursue the case as I had apparently been speeding during the RTC.

However, when I provided them with clear evidence from the local council to prove that I had not speeding, I was then provided with endless excuses as to why they would not be willing to pursue the case, even with clear dashcam evidence.

As I was not happy with this outcome, I requested to see the correspondence relating to the case, however, ONTO would not provide me with any of this information. Luckily I managed to get a hold of all of the correspondence via their solicitors and once I had reviewed the documents it was clear that ONTO's solicitors had made their decision based upon the incorrect statement that I had been speeding, the solicitors had even incorrectly admitted that I had been speeding and contributed to the RTC. However, there were no mention of the other excuses I had been provided as to why they would not be willing to pursue the case.

Had anyone from ONTO or their solicitors made any attempt to contact me before wrongly admitting to false evidence then this could have all been avoided but due to ONTO and their solicitors unprofessional handling of this case, I have been left liable to pay their excess fee.

So when ONTO say their solicitors were unable to recover the excess, what they actually meant was that ONTO and their solicitors did not act in my best interests, made numerous mistakes in the handling of the case and admitted that ONTO's administrators would not be willing to fund the case, ONTO then held me liable for their incompetence and lack of funds.

Again, unless you are already in contract with ONTO, I would stay as far away from this company as you can.

Your company sends out generic responses not reflecting my specific situation.
The customer service people seem to be instructed to offer very little specific help.
My car wouldn't lock - it is a company car that I use to travel to several different places for work. I said it is not safe to have a car that wouldn't lock as the manual key didn't work either. Although a repair visit and courtesy car option could not be attained for several weeks I was told ONTO could not help me even though I said the car would be stolen, then you offered you would reimburse my public transport costs. Really quite insulting! I can't use public transport to do my job and travel from a rural village in Bedfordshire to Corby, Peterborough and Wisbech. I have had to pursue assistance from many people at ONTO. A manager Paige eventually offered me a replacement car and said I could then choose between the original car and my replacent car fir the same original cist and now I am being told I have to return to my original car. I have also had emails saying I can only have my replacement car.
I have also been told you will waive swap fees and I should be excited about my new car.
I have been told I have given last minute delivery availability which is not true.
I do not appreciate all the generic, non specific to me emails.
Very unhelpful, inconsistent, ineffective, irrelevant communication from your company.
The cars are nice.

Terrible.

I honestly can’t even begin to explain the amount of hassle we went through over the course of the 6 months we was with them for.

Customer service is absolute nightmare.

Don’t bother

Incredibly expensive and unhelpful.

Once I had a penalty charge notice come to ONTO for my minor traffic violation (I stopped when the back of my car was still inside a box junction). ONTO sent me an email with the PCN (by the way they charge £15 administration fee for forwarding an email on to you).
As soon as I received the email with the PCN I paid it immediately. ONTO then wrote to Transport for London and requested a refund of my payment without telling me about this. For about several months this had gone unnoticed and the debt accumulated exponentially.

When I finally noticed and brought this to ONTO's attention they simply told me to write a complain to the PCN department (which cannot be called), which they never answered or even contacted me about.

THe driver was sadly over an hour late, without charging the car to 60 percent which we agreed to as we couldn't wait anymore. The driver hadn't been told how to unplug the charger and she had to do something to the charging socket which means it is not working with ease now. The charging card was said to be left in the car but wasn't. She was very nice but I think you need to explain how things work to the drivers.

I really liked ONTO for the year and a half that I had a car with them... until I had to return it. Then, I received an absolutely bogus damage report that included:
- damages that were not present when the vehicle was picked up, this was proved with pictures
- individual damages that fell under tear and wear but that were “bundled up” together to pretend they were larger
- misclassified damages (scuffs that were wrongly categorised as cracks)
- repair rates that are double or even triple standard retail prices
- a total cost of repair that was, suspiciously, just below the excess amount

I sent all the above to ONTO first to see if they would be reasonable, but they rejected all my concerns without explanation. Looking online I can see many other people complaining about the same and I'm beginning to wonder whether this is a conscious fraudulent operation that should be brought up to the authorities.

Really a shame that it has come to this.

no cars as their in administration. tried to sign up, put postcodes in home oxford and work london, nothing available. having to go with someone else. waste of time

Really expensive way to hire a car, especially when you factor in £130 drop off and another £130 to pick it up the car.

Then there are extortionate fees for minor scuff to alloys!

Great service whilst the money is flowing out of your account. Since administration - forget it.
They sent me an additional charge of over GBP £1500 for superficial scratches that could be resolved much cheaper, super inflated bill that would probably go away with a buffer a month after collection. I am aware of the companies they use to fix the diamond wheels and the fees are super inflated. How this isn't wear and tear, I don't know (I am filing a complaint with the BVRLA).
Day light robbery
So angry with this company……
I have held back so many bad reviews about their customer service and ability to resolve issues.

Raised prices and scaling back to suit yourselves not the loyal customer who stuck with you.

Smh

Great 👌 company really enjoyed having the car for well over 12 months and great service from great people

Returned the car recently and no change above the normal wear and tear standards for a one year old car with 50000 miles

Great service whilst the money is flowing out of your account. Once you cancel your subscription (and they go into administration) forget it.
They sent me an additional charge of over GBP 200 for a 3cm superficial scratch that would probably go away with a buffer a month after collection. How this isn't wear and tear, I don't know (I am filing a complaint with the BVRLA).
When I emailed them back because to my knowledge the full coverage I had been paying for for months should cover for anything, they just sent the invoice and reports. I filed MULTIPLE complaints with them and NEVER received a response as to why that charge was mine to pay.
Then today, on Friday, 22nd of December, at 5.53pm, I receive a letter from a solicitor asking me to pay the sum. Calling them immediately resulted in an automated message saying they had closed at 5pm.
So not only I never got a reply from Onto, but I also got a debt collector email in the most cynical way possible.
To say I am fuming is an understatement. Predators

I am very pleased that common sense prevailed. After about two years I kept the car in almost pristine condition (except maybe a few minor scratches to the alloy wheel that is not that visible). Also ONTO ought to have provided guidance and example at the outset to explain to the client what is wear & tear condition is regarded acceptable when returning the vehicle.

So the car batteries gave out on the car I have had for the past two years and as I can’t be without a car due my wife needing to take me to the hospital on a regular basis and the current car requiring repairs that could of taken up to one month, ONTO needed to swop the car and although this went smoothly on the day I have been charged £75 swop fee and they say I will get it back but we will see.The most frustrating thing about communication is the chat line model rather than the original human on the end of the phone, still I suppose that’s part of being 65 it’s the new way of doing things but I for one find it hard going.

Outstanding customer care and service and support. 10/10

The customer service experience provided by OnTo is amongst some of the best I’ve received in years. Quick to answer, polite & caring of your situation, they do as they say & more often than notwith no prompting at all.

One of the biggest scams I ever encountered in my life.
Everything included in the subscription, ha, ha!
I drived cars from their fleet for almost 4 years, I was on the third car already, but I just return it last month and finished with them.
Everything is included in the subscription indeed, as long as you don't need anything. And with the cars being new, it's unlikely to have issues. Until this year everything was perfect, because all they had to do was to take the money from my account.
This spring, the car i was driving had a malfunction on the high voltage battery and the recovery team arranged to have a curtesy car for few days. But in the end the car wasn't repaired for few weeks. In the first two weeks the customer service experience was a nightmare. Every day I was calling to check if they arranged to have the curtesy car extended, and every day I was losing at least 1 hour (from which half an hour was waiting until an operator becomes available) over the phone with someone from customer service who would tell me at the end of the call that they "created a ticket". Everyone was creating tickets, but nobody would solve them. After 2 weeks of nightmare and me letting them know that I will cancel my subscription they replaced the car with another from the same model.
And this isn't the worst experience!
In the advertisement they are saying that the insurance is included in the monthly subscription. Another hoax.
More than one year ago I had a small incident on a charging station, incident that resulted in a small damage to the car parked in the next spot on the same charging point. I changed the details with the other driver, he raised a claim, the insurance company called me to explain what happened, which I did, and thought that everything was sorted.
However, few months ago I received a letter from a solicitor representing the other driver to let me know that I have to pay them £1400 for the repair because the insurer of the ONTO fleet is not covering the damage.
So not only that they haven't covered, but nobody bothered to let me know for more than 1 year that I might be liable for the damages.
So be careful when have a subscription with everything included. It's not everything at all!

To be honest, I’m not surprised they went into administration! They truly are daylight robbers. They fabricate ‘damage’ in order to charge over the odds to ‘fix’. With any rented vehicle, there is an element of wear and tear. We were told to pay £495 for a minuscule stone chip! To add insult to injury, the electric car we had failed to start on at least two occasions. I would rate this company zero if I could. I definitely would NOT recommend.