Anyone reading this really needs to avoid Onto!
Here’s my story, and everything can be backed up with screenshots of required.
- First Onto bill me full price despite invoice showing £50 referral fee Numerous calls trying to fix it including being hung up on more than once.
- Then they send me a different model car
- Then the car is faulty and it takes them 3 months to book it into repair. No discount as the car is still drivable.
- When it goes into repair, the garage didn’t have a clue what it was booked in for. That was a day wasted for me (£300 lost in work). Garage told me they would need a specialist and it’s a 2 or 3 day rewiring job. So will be another £300 a day lost.
I decided to cancel due to the poor customer service I received, and after some fighting they agreed to wipe the collection fee of £99.50.
Now the next set of problems.
They took £11.63 from my bank and sent an invoice saying that this was the £99.50 delivery fee plus a refund of the unused time £69.17 and vat exempt refund £18.70. I emailed them explaining the situation and they shouldn’t have billed me and they apologised and to be fair instantly refunded the £11.63. They cancelled my collection date as they were busy and rebooked a collection for the next day. I wasn’t available so emailed them a list of dates I am available. They booked it in for the 28th (the day before my billing renewal date was due)
I receive an bank notification telling me that I’ve been billed £99.50 for collection! So I email them and fair enough, they immediately refund the £99.50 and apologise saying it’s an automated system.
Now I’ve just received a bill for £63.81!!! I query it via email and get told it’s for my additional time. What additional time? Firstly I’ve paid up till 29th and secondly, even if I hadn’t, it’s Onto’s problem that it couldn’t be collected on the day I originally booked, so if it takes longer, then it’s on them.
Now the guy says that it’s to cover the subscription because I “originally paid until the 23rd”. But I didn’t. I originally paid up until the 29th!
I complained saying that he’s lied to me twice and asked for a manager to deal with this matter.
I want to show you the intelligence of the people that work there so I will post his response word for word:
Your original collection fee has now been refunded so you are not getting charged for the amended collection.
In terms of the payment if you look at invoice my receipt number here then you will be able to see we had already refunded you for those days so you are not incurring an extra charge.
If you decide not to use the car for the days stated then you will not need to pay for those and we will refund you again should you decide not to use the car.
Let me know if there’s anything else i can help you with.
Ok so now I have to go back to him and explain that I’ve paid up until 29th, and then mention how he totally ignored my request to speak to a manager!!!
I strongly recommend you avoid Onto AT ALL COSTS and I suspect this post will be deleted in no time to try and cover up the poor customer service.