the Onto electric car subscription service billed as the future of car ownership but you are taking advantage of your customers.
My wife was in a car accident in early February. Someone tried to pass her on the left, using a driveway, and then turned into her.
Onto took the excess £1,000 up front and said we would get a refund if my wife was found to be not at fault.
I was frustrated because when I signed up it said it planned to offer an add-on that would bring the excess down to £350.
However, several weeks before the accident, I was told that I was not eligible because I was already a client.
He took the money via direct debit in February and said he would look into the situation and let me know. Since then, I’ve followed several times and haven’t heard anything…until now. He says that since he does not have the license plate of the other car involvedhe keeps the £1,000.
This is not true. We send the license plate to your insurance partner, Zurich, in February via their online portal. I also sent an email to Onto asking him to send the car dash cam footage to Zurich.
I have very little resources left to get my money back and am canceling our membership. I’ve made my frustration clear, but you’re doing nothing to help.
IN THE, oxford
I’ve received several letters about car club membership issues, but this is the first about Onto, which aims to make electric cars more accessible. It is clear that you have been deceived.
Onto says the claims process should take 12 weeks to resolve, and once resolved, the customer would be reimbursed for the difference between the excess and the repair.
He says: “Unfortunately, in this case, the process took much longer than 12 weeks, leaving the client in a difficult position. We take responsibility for this continued delay and have refunded the customer the full overage fee as a result.”
Onto is making changes to improve communication with customers and speed up the claims process: “This should ease the stress for our customers as much as possible after an incident.”
He is pleased to get his money back, but wonders if others have been treated poorly as well.
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