I’ve been using Onto whilst waiting for a new EV to be delivered. On 27th January I was notified our new car was going to be delivered on the 8th February so I thought I’d arrange to have the Onto car collected on the day the new EV arrived.
On 28th January I filled in the online car return form and received an acknowledgement saying someone would be in touch to arrange a date for collection. On 29th January I received an email saying that the collection had been arranged for the 17th February and payment was taken. I responded saying I thought this was negotiable and that I wanted the car returned on the 8th February even though the contract runs until 17th February as I won’t have anywhere to keep the car safely once our new car is delivered.
On 30th January I received an email asking me if I wanted it collected on the 8th and I responded saying yes. I received no response.
On 2nd February I sent an email asking for confirmation that the car would be collected on the 8th. No response.
On 3rd February I sent an email asking for confirmation that the car would be collected on the 8th. No response.
On 4th February I sent an email asking for confirmation that the car would be collected on the 8th. That email was responded to at 23.58 saying that they couldn’t do the 8th but they could do the 10th as I hadn’t asked a week in advance for the 8th (I asked on the 29th which is over a week before the 8th). If I wanted the 10th I should phone to confirm.
On 5th February I phoned and said that I’d accept the 10th and the person I spoke to said I would get an email confirming that the car would be collected on the 10th.
On 6th February, having not received the email, I phoned again and was told that the logistics team had all gone home but that a ticket would be raised and that I’d receive confirmation today to say that the car will be collected on the 10th.
Today (7th February) having received no confirmation I phoned again, the lady I spoke to said that she could not get through to logistics but she would treat my call as a priority and would call me back.
I’ve not heard anything else.
So, I don’t know if the car will be collected on the 10th if if I’m just screaming into the void trying to get someone at Onto to listen and act upon my request. Onto are very quick to take the money for the return but are offering zero assistance in return.
I’m not sure what I’m going to do with the car after the 8th, probably park it in a layby somewhere. I don’t know how I’ll get the keys to anyone collecting it as I’m off work on the 8th and the 10th but I am not off work on the 17th when it looks like Onto are going to try to collect it.
All in all, a very disappointing series of non-events.
EDIT: Less than half an hour after posting this Onto phoned to say the car will be collected on the 10th. It’s not the 8th as originally asked but at least it’s not the 17th.