Onto Reviews 

Thieves!! They will still your money! I often used my points to get extra miles but then all of a sudden decided to change it! I Had over 4000 points which means over £4000 spent in order to get those points!!
that I planned to use for my extra miles and they decided to change the rules and charge me extra, the day I returned the car they started making up charges and claims of “damages” making me pay way over £1000!!!
I still have the charger that I forgot to return, initially they said yes to giving me their address so that I could return it but then they changed their mind and charged me over £300 just for that, Be very careful!

The concept and pricing was great.

Unfortunately they’ve gone into administration leaving us without a car but it was OK whilst we were with them so it gave me a chance to test the EV culture.

I have had a Tesla with ONTO for a few months. I experienced my first issue with the car. I immediately spoke to ONTO, who gave clear instructions what to do next, which was contact Tesla.

Unfortunately, there was no quick fix with Tesla, so I got back in touch with ONTO. I spoke to Samia, who was very understanding of my situation and managed to arrange a like for like vehicle swap. Thank you Samia!

Return and delivery of the vehicle took place today and it went well. Ryan was the person who dropped of my new car, he was punctual and polite.

Terrible
Customer service very incompetent. Fob you off and lie each time on the phone. Have to get everything written by email otherwise they will try to charge you extra money for things.

Everything was going fine with Onto
When administration came as a great surprise.
Although they say customers aren’t affected we were forced to give the car back. This left us high and dry.
On reflection the service is expensive.
As it turns out you are also left high and dry should anything happen to the company you are using.
Not a pleasant experience and we feel abused and let down.

I said to my wife about a year ago that this is a company that are a prime candidate for going bust.

We leased three Audis from then over the years. The considerable increase in monthly lease cost plus the reduced mileage made them uncompetitive near the end of our time with them but still we stayed due to loyalty.

They then decided we weren't a worthwhile customer as the wife got a default. Years and years of business from us but nope, not a wanted customer.

So for me, I am pleased to see them go bust. If we were in a lease with them and asked to return the car, like others now find themselves in, then we'd feel totally screwed over.

Even your customers, like us, seen this coming, though and that is scary. It is business incompetence.

A lot of what has happened to them is down to greed (increasing stock seven fold without proper risk scenario planning) coupled with a move from the brilliant customer focused start up values to just another greedy company mantra.

I never really understood how they made profit on the high end cars. If they did, it was marginally. So a lot of risk, for little gain. I can easily see how a drop in EV prices would drive forward the position Onto are now in. Absolute crackers. That was why we were happy to lease the Audis from Onto. We couldn't understand how they were so cheap at the start, and assumed that it was a strategy to conquer the market.

I feel sorry for the staff that will no doubt be made redundant just before Christmas but if investors are not investing further on what should have been a unicorn business then that says a lot doesn't it?

On.to: That reply sums it up. With the last round of investment you went for 7x fleet growth. Great. But what you didn't do was adequate risk scenario planning to understand market force scenarios and threats. That growth looks like greed to ex customers like me. Many ppl out there could have easily predicted the global polycrisis that is emerging and use that as evidence to inform safer strategic planning.

You really are where you are due to poor strategic decisions, you lost your way perhaps under pressure. You can tell your staff and customers otherwise but it's as clear as day to others.

Regardless, what you did have in the early days was a great product and service. You done a lot for EV uptake and awareness, so it's not all clouds.

Finally, taking your community channel offline shows that the voice of the customer doesn't matter. It paints a picture of administration doom.

Best of wishes to those redundant.

Great car and great service. Have been hiring same car for 18 months- really happy with vehicle and support with Onto- driving abroad, extra driver, all sorted.

Delivered a dirty car with used plastic cutlery under the seats and a tyre pressure error. Tyre was busted and after being ignored by onto I paid for a new one myself as I could no longer wait, they are refusing to acknowledge this or discuss reimbursement. They are however sending me bills for preexisting damage so -

Be careful when handing your car back and take very detailed images especially of alloys and tyres (these are their favourites) Almost three weeks after picking up a very clean and barely used car they will send you pictures of a car that looks like its been driven through fields then attempt to charge you for damage you did not do, even if their own delivery pictures are proof the car was delivered to you with the damage already present.

I'm paying nothing and will fight this all the way. Horrible company.

Onto is currently initiating a recall of their vehicles due to their administration status. They have provided a couple of weeks notice for the collection of their cars, and unfortunately, they are not offering any replacements. We have been planning a business trip at the end of this month but now have to give the car back to Onto. This situation will significantly disrupt our business operations, yet it appears that Onto is indifferent to the consequences.

I have used Onto several times in the past without a problem but this last time has been a nightmare. They delivered a different coloured car with explanation, it was dirty and only 50% charged not the minimimum 60%. Not the end of the world. The collection was arranged for 8/9 with an 8 hour time slot. When the driver didn’t arrive of contact by 4pm I phoned to express my concerns but was told there wasn’t a problem. Finally at 5.40 (outside the time slot) the driver phoned to say he’d been running late all day and would be another 3 hours. I refused, it was outside the slot and I had plans for that evening. On the following Monday I received a call to say the collection would be on Wednesday but don’t use the car it’s not insured. On Tuesday morning I was about to go to an appointment when I received a text from the driver to say he would be there in an hour! I rearranged my appointment, the car was collected and the driver did not advise any issues. The next morning I received another text from a different driver saying he was 40 mins away! Total chaos. Nearly 3 weeks after the collection I’ve received an invoice for £200+ for a replacement tyre. Despite two requests for more details ( why was the tyre replaced and evidence of it being replaced) I have received nothing except an email claiming it was covered by their fair wear and tear terms! Total nonsense, the car had only 7500/8000 miles on the clock when returned, the tyres were practically new and there were no warning lights to advise pressure issues etc, I will not entertain their demands unless they provide more information!

EDIT- I have eventually received details of the alleged puncture. It happened 4 days after the vehicle was collected from home address and 150+ miles away. How can anybody claim it is my responsibility! Not only that but they had the audacity to try and take the amount from my credit card despite my explicit denial of responsibility. Fortunately I had already instructed my credit card company to block them. I would strongly advise everybody to do the same once all legitimate items have been paid.

SECOND EDIT:

Thanks for your reply. Your account of my survey answers and my recollection do not agree but as I do not have access and you have not published that is open to debate. What isn’t open to debate is the basic facts which Onto continue to ignore, vehicle collected in Manchester 12/9 , puncture happens 16/9 in Dartford , 4 days and minimum 160 days after I last had contact with the car. In what alternate universe fo I have responsibility for that???

I have been with Onto for 3 years now and have nothing but great things to say about them. The customer service is excellent and they are one of the only companies who still seem to actually care about delivering great customer service. I am just totally gutted they have gone in to administration, but hopefully they manage to find an option to keep going!

Received a message from my last review.
“We can see this has been resolved” what CRM systems are you using?! I have requested my report AGAIN and still not heard anything back! I want someone to contact me immediately and I want my charging cable amount refunded as it was in the car!

Had an Audi E tron Navarra Blue from 12th April - 12th September it was a very practical and comfortable family car I got it for the summer as I was gonna be off and spend more time with the family and kids spotless experince from start to finish and credit to the collection driver Tessa what a legend I was back to work on collection day and she kindly accepted my request to collect the car from my work location. Hopefully me and the family will be able to recreate the amazing time we had when summer 2024 comes around. Already looking forward to it thanks to the Onto team for everything.

The guy was very helpful when collecting the car for repair. Very friendly too. Would give him more stars if I could.

The great thing about Onto is that you can trust them to deliver on the expectation, say, and on value. Car was delivered on time agreed with friendly and expert service. Their service is exceedingly relevant and made thousands of people look at EVs differently and I for one hope they keep on for years.

Easy to deal with, polite knowledgeable staff that sorted out my issue quickly

The experience was initially very good on receiving the vehicle. On further inspection we found the car had not been cleaned properly. There was a thin layer of the grease on the screen. ONTO has offered to reimburse us for the cleaning. To make matters worse the service light and the tyre pressure sensor was on. ONTO offered to service the car and provided a garage to service the car. No further information on pick-up or drop-off was provided. I'm still not sure if we have to drop off the vehicle and then wait for it to be serviced. No information was provided for a replacement car. We are still waiting to hear back from them. This is our second bad experience with ONTO. The first was when we issued with a parking ticket with another car plate number. Please get back to your customers for a better rating and experience.

Very sorry to hear that Onto has entered administration. I have been a very happy business customer for two years and everything is continuing for now but you won’t be able to swap cars anymore.

So, in the beginning everything sounded really good, with the whole concept of ONTO. Sadly very quickly it panned out that they have a lot of add ons which makes it more inexpensive to go with other options. The the nail in the coffin was after we handed it back, when we got a further £250 in damage charges which is just unreal. My friend who also used them before got double that. So, long story short, would I recommend it to somebody. NO.