Onto Reviews 

Clear process and guidelines. Good customer service while delivery and collection. Great rewards points system. Prompt responses from customer care.

Really like how easy Onto make it to have routine work done with the car (they come out to me at work or at home & completely excludes the need to arrange courtesy cars etc). Have changed cars before with absolutely no issues & their delivery drivers always super polite & conscientious. Charge card(s) for rapid charging are the best benefit in my opinion. An all round superb company & offer!

Best experience I’ve ever had in acquiring a car; quick, smooth & so straightforward. Keep up the good work guys

I was quite happy about Onto as it provides an innovative solution to green mobility. However I've not appreciated a couple of recent moves they did. I was told that my great Hyundai Kona was going to be retired because of a refresh program even if it only had 7k miles. I was therefore forced to pick another car but I had to pay more for a less efficient car as in parallel they bumped up all prices of their fleet. So it was a forced downgrade for a higher price. However after a couple of months I got an email saying that, after all, my Hyundai Kona was available again, even if I was told It was going to be retired, but for a much higher price. I would have preferred just more transparency and to be told that prices were going up. The other bad experience I had is about how they handle the vehicle service. They have appointed RAC to provide general maintenance which seems great. However RAC realiability is not existing. My maintenance was due by end of June 2023 and I booked a slot around mid of June. The first available slot was mid of July, one month after, fine. On the same day of the appointment they called me saying that for "unforseen circumstances" they had to postpone the appointment and the next available slot was 1 month later, mid of August. Guess what, on the day of the appointment RAC called me again saying that for "unforseen circumstances" they couldn't come so they have now booked me another slot for end of September 2023. So to summaries, I've booked it in Mid June 2023 and if I get lucky RAC will check that my vehicle is safe to drive in September 2023. Without these issues I would have given a 4 stars for sure. I still use their service but with a bit of sour taste since these events happened.

I’d give 0 with the opportunity it’s a disgrace your collecting the car we have had for 8 months with no problem at all our payment date is 22nd the part payment comes out on 18th but we was away on holiday and our cards was on freeze as we was away but payments and renewal date 22nd we tried to pay 2 days before this when home got told we couldn’t pay and car was being collected also have £180 In bonus credit as we are a good paying customer and only used 100 miles out the 700 but will lose them too. And getting charged for you collecting the car we asked to keep your a joke of a company and I’ll be making sure I tell the friends and family I have got to come to you to go to another subscription car company that are also cheaper may I add.thank you for your reply but we was back from holiday 3 days before renewal date called soon as card was off freeze with bank tried to pay and said no it’s. Not good enough to just take a car when the date is 22nd for payment but trying to pay on 18th and 19th and said no been very loyal and this is the treatment we get good luck to anyone who uses you in future. £70 cheaper on all cars same deal with Elmo anyone’s interested disgraceful how you just take cars from people with disabilities!!

Been a year with onto been polite and friendly always been there answer u questions

The product is good - leasing EVs for a month or more is a great concept - this is our third "subscription". But ...
1. I find the word "subscription" misleading, Hire or Lease would mean more to me.
2. The app on my smart phone is slow to update the car's battery state.
3. It was not easy to find the page to add another driver.
4. Pleased that there is now an option to opt out of "free charging"; it was difficult to find a "free" charge in Scotland.
5. Suspect that I am in the wrong page for writing a review, if so it reinforces my point about poor "sign posting".
6. Disappointed that there are no convertible "subscriptions" available in Scotland - is our weather that bad?
Thanks for listening
Andy WB

Best company I have ever dealt with. Any problems you may have are sorted as soon as possible by real people with a can do attitude rather than “computer says no” attitude. They will think of ways around until they find a solution that suits you. But generally I never have problems at all. A big thank you and mention to Ollie who deserves an award or beer at least for sorting me out on a weekend and dealing with a problem (of my own doing) that seamed impossible to fix. He made sure he did everything in his power to find a resolution for me and went above and beyond.

The whole process was really easy and the customer service are fast and friendly.

Quick, helpful and friendly delivery.

Brilliant service from Amy who helped me with my account and actually understood the issue I was having. She fixed it quickly and got in touch with me to confirm everything. Thank you Onto!

Similar to many of the other one-star reviews (which make up 20% of peoples' experiences), the upshot is that the company have a policy of grabbing as much cash as they can from customers unjustly and to hell with their reputation.

I paid the £178 charge for a new tyre on a Zoe, which was not optional, after the service found a screw in it. The cost for a replacement is a third of that amount, though I was not permitted to deal with this myself.

I cancelled the contract, because charges such as this make it financially unviable (the contract is advertised as all servicing and repairs included, but a random screw seemingly doesn't count as fair wear and tear, but driver negligence).

Returning the vehicle, there was a scratch on the bumper and scuffs to two of the tyre rims. The scuffs were 3mm larger than the 50mm allowed by fair wear and tear, but I appreciate you have to draw a line somewhere. However, I draw the line at being charged £350 excess on £400 damages (£216 for a new bumper, £93 for each rim) when that is over double the cost of the OE parts and under an hour's work to repair. I contested that £175 was a fair price that I would be willing to pay, but this was denied (though it took them four weeks to respond).

Furthermore, the referral code I used when signing up was never attributed to the account, despite me providing dated screenshots of the conversation with my friend receiving the code and a month later chasing the referral up. Onto claim that it was not input and refuse to do anything about it. It seems more like they're not interested in accepting that they've an error in their system and paying out to customers as per their word.

I presume the company knows it's on its way out, which is why their customer service refuses to give reasonable ground on a single penny. Now I'll have to presumably deal with the stress and time justifying to small claims that the repair costs were outlandish and the referral fee was not upheld.

Ironically, the payment link they sent out didn't work anyway, I think because they had attempted to charge my expired card multiple times and my bank has refused to authorise subsequent payments despite me authorising on my app.

Avoid!

As mentioned, to your colleague earlier. I called driveline first on the number provided on my app. The person I spoke to said to me they don't deal with queries or problems but just make bookings for tyre and told me to speak to customer service.

I had both front tyres replaced just within 3 weeks ago which I was charged £154.50 for one tyre each. I could have gotten brand new tyres with that prices or less. Now today both tyres have gone bust already which means I was not giving a good tyre in the first place. I paid £100 to get new tyres again.

They claim the tyres I received was brand new which wasn't. I have attached lot's of pictures and they just didn't care.

Onto and driveline both have not taking any responsibility and just waste your time. I stay away from these guy's.

Thank you escalations team for dealing with my damage dispute promptly, great service.

Great company.
Holly was very helpful on the chat.

Have been with On.To for about a year. The car was in a mint condition when delivered. Great service and instant point of contact when needed. I would specially like to thank Katerina for solving an issue that I had raised. She owned the problem that I raised and regularly kept me updated with the progress. She was very professional at all times and went over and above to solve the problem. I have hired with various companies in the past but so far On.To hits the top. Well done and keep up the good work. Definitely had a good experience all the way through.

Great service of Amy. I emailed about an issue with my account and within half an hour Amy emailed me back and had resolved the issue and provided clarity on the charges on my account.
Brilliant service and I would recommend Onto.

Had an issue with a tyre replacement and one call with Katerina from ONTO and everything was resolved. I have only been with ONTO for three months but I cannot fault them at all, their customer service team are above and beyond the level of any other service company.