On Reviews

All the bad bits of owning a car (expense, hassle), without the benefits. Every time there was a problem with the car it took a lot of effort to get it sorted out. When we gave the car back they have charged a huge amount of money for a dent caused by someone else driving into us while parked- they don't make it clear, but you are liable for the first £1000 of any costs. They also added a few hundred pounds for some tiny scratches on the wheels for good measure. It's essentially like hiring a car but without the option of reducing the excess to a sensible amount.

The prices are also very high compared to a lease or just buying a car- I would never go down this route again. They've now changed the rules making it even more restrictive about which electricity charging companies you can use- I feel based on the customer service that they are a dying company (unsurprising given the business model), I would avoid if at all possible.

Shauna has been amazing help today . she patiently answered all my question and and provided accurate information and solutions to any issues I had . Amazing customer service thank you .

Zara at Customer Service at Onto was amazing, brilliant listening skills and empathy with my query. Zara was super efficient in getting to the correct department to assist in helping me my query, making it feel less stressful. I am once again amazed with Onto and how helpful Zara has been with her thorough summary of what she has done to assist me as an Onto customer. Thank you so much!!

Used to be amazing. Last 6 months to year or so they've gone right downhill. "Front line" customer services try their best but aren't authorised to do anything. You're unlikely to get any further than that, as they are "in meetings."

Just had my contract randomly terminated with no real explaination, via email, 15 minutes before the dept closed. While I was charging the vehicle 200 miles from home alongside a motorway.

Essentially I have been stranded and I'm unable to even talk to anyone about it as the department is email only apparently.

No doubt they'll try to charge me for the tickets they will recieve where its had to be left, as well as probably charge me for the recovery (which will likely have to be done by truck, as the key is with me obviously).

Hopefully this can be resolved but at this point I would say avoid this company like covid during lockdown.

**EDIT: 7/2/23 Apperently termination was due to negligent driving in previous vehicle. Although they allowed me to swap vehicle last week and waited 5 days until I was 200 miles away to terminate??? And they want to charge me for recovery? LOL**

I was in a rush to redeem my points and add miles to my subscription.
Shauna was so helpful and got it stored out in minutes. Brilliant service

Use this code 00ddb to get £100 off your first month.

Brilliant concept. 1-month contract, no deposit, insurance and servicing included, Shell charging included, 750 miles per month and the car is delivered directly to your door.

I've had the e-208 GT for nearly two years. Great car which arrived brand new with 60 miles on the clock. Very smooth drive and good range. Regularly drive from London to Wales on a full charge, with just one 15 minute stop.

Overall, Onto’s a great choice if you want to dip your toes into the electric car world, given the flexibility and service. Unused miles roll over, plus you earn points every month… which you can pit towards a second driver a car swap.

Customer service has been great. Any questions I’ve had have been answered quickly by the team, also the online Onto community is great for tips when you’re just starting out.

Initial sign up and delivery of the vehicle went well.

I initially had a issue with using my RFID card at my regular charging station. When I called customer services to report the issue, I was advised to find another charging station, like there are so many rapid chargers in the vicinity.

I used the the chatbox facility to request assistance setting up the vehicle so that I could pre-condition the car, the response I got was go to the dealer, it is not an ON.TO issue.

Finally, I received an email related to a change in charges. Whilst I understand that with electricity prices going through the roof, the change means that I would have to do a 40 mile round trip to charge. Having sent an email to both customer service and the CEO, no one has had the decency to respond to me.

Now I suspect on reading this, Onto will respond as they like to show that they look good on social media and public platform

Great customer service from Shauna.
Had a few questions for her and she was friendly and very helpful.

A quick delivery, exactly as expected, keeping me informed all the way. Lovely driver who brought it, provided me with all the information I needed regarding the contract and the vehicle itself. An easy to use app, no negatives really - except the floor mats were missing! I understand it is a supply chain issue and not On.to's fault, but you can definitely buy some generic ones instead of having the client doing that.

Worst customer service ever. Was with them for 9 months. Please be cautious and stay away from this company. Running on a shoe string and not there yet. May be able to fool investors but not customers who your business is built on. Ciggerate Smoke filled car. Broke down twice. Did not refund my petrol, limited millage and travel with petrol courtesy car. No compensation, no goodwill. 3rd party contractors so they are trying to make themselves look bigger then they are, who are shoddy and don't communicate internally. Enterprise they are not. I curse the day I joined them.

I asked question via the chat function with Jakob. He was very helpful and we discovered that an area of the website was incorrect and he said he would signpost that to the appropriate people

They used to be good, but recently their customer service is non existent. They charged me £160 for an extra milage package which I did not request, despite my noticing their error and bringing to their attention. They have ignored my requests for a refund. They simply do not reply to emails sent to their customer support address.

Everyone was friendly and unlike most companies it's easy to speak to someone and get answers.

The whole process was painless and reassuring

I love what the company are trying to do, and I really like the push for EV cars. But my gosh they have the worst customer service you could imagine. If you break down you are in for the worst experience, nobody gives you a straight answer. The relationship with onto and driver line is awful. One this awful experience is over I will be planning a move away asap, honestly offended by the service, extremely stressful.

This is my first car swap and it was so easy ! The driver was so friendly and helpful - the cars are great to drive and it give you the flexibility to drive different cars without breaking the bank
Customer services is great - I will keep enjoying my cars with Onto