Onto Tracking Order Status

Recently I cancelled my subscription -as they keep increasing the monthly cost-, and returned the car two weeks ago. Just today - I got the damage report- and ONTO is claiming a sum of £445 +VAT in damages due to some scratches found in the car- I wish I could post the pictures here- because it is the most ridiculous report I have never seen, and believe me been travelling for ages, renting cars from different companies /countries and never found something like this. All the photos in the inspection report are blurred, where no clear proof of dimensions and extent of the alleged scratches can be clearly seen. They are charging £85 based on supposedly “door contamination” which is not defined or shown in the report. They are charging £180 for an alleged “rear door scratch” that was not there before and appears to be quite superficial. Another further £180 for a “quarter panel scratch” –again very superficial and appears to fall into the fair W&T guidelines They are trying to rip off the customers before the finally close down- absolute scam —-edited to reply ONTO’s comment— Precisely the point for my review is to highlight that the inspection report did not prove the damage was outside of the fair Wear and tear- thankfully, following my complaint they decided to drop the claim- for this reason I upgrade to 3 starts - you ‘re welcome

Prior to handing my car back I was very happy with Onto and had my car for 2 and a half years. I handed my car back in immaculate condition. They charged me £366 for damage to alloys which to me is wholly unacceptable as the scuffs were very small and rust is considered fair wear and tear. I previously recommended Onto to my friends and family however now I would not recommend them as I feel they have taken that money from me unfairly.

Your company sends out generic responses not reflecting my specific situation. The customer service people seem to be instructed to offer very little specific help. My car wouldn't lock - it is a company car that I use to travel to several different places for work. I said it is not safe to have a car that wouldn't lock as the manual key didn't work either. Although a repair visit and courtesy car option could not be attained for several weeks I was told ONTO could not help me even though I said the car would be stolen, then you offered you would reimburse my public transport costs. Really quite insulting! I can't use public transport to do my job and travel from a rural village in Bedfordshire to Corby, Peterborough and Wisbech. I have had to pursue assistance from many people at ONTO. A manager Paige eventually offered me a replacement car and said I could then choose between the original car and my replacent car fir the same original cist and now I am being told I have to return to my original car. I have also had emails saying I can only have my replacement car. I have also been told you will waive swap fees and I should be excited about my new car. I have been told I have given last minute delivery availability which is not true. I do not appreciate all the generic, non specific to me emails. Very unhelpful, inconsistent, ineffective, irrelevant communication from your company. The cars are nice.

THe driver was sadly over an hour late, without charging the car to 60 percent which we agreed to as we couldn't wait anymore. The driver hadn't been told how to unplug the charger and she had to do something to the charging socket which means it is not working with ease now. The charging card was said to be left in the car but wasn't. She was very nice but I think you need to explain how things work to the drivers.

Really expensive way to hire a car, especially when you factor in £130 drop off and another £130 to pick it up the car. Then there are extortionate fees for minor scuff to alloys!