elmo Omdömen 408

Done a competition and won these plant pots. Really nice and made 100% recycled. Nice lime green and a nice win

I had a mixed experience with Elmo. Initially, the electric car lease and customer service were satisfactory, but issues arose when Elmo decided to terminate the lease early due to "de-fleeting" with no alternative offered. Communication was sometimes vague, and returning the vehicle led to unexpected charges. It was frustrating when Elmo didn't adhere to original agreements and lacked flexibility in car collection. Overall, Elmo needs to improve their reliability and transparency with customers.

A few months after upgrading me to a newer car, they emailed to terminate the contract and said they car was being de-fleeted and there was no alternative car available - thus giving me 30 days notice. Imo, not the way to treat a customer of nearly 3 years. In fairness, I did have the situation explained to me properly, but only after I had complained and requested someone higher up call me back.

A good experience for the first 10 months, but then like everyone else, 1 day after my direct debit I was given 1 months notice and had to return the car.

When I asked why they were doing this Elmo were not transparent and not helpful in offering alternative solutions. If they had been transparent about the situation it would still have been annoying but understandable given the companies dire financial situation.

Good points
1) I Got a Honda E, which was a great little car and the application was easy.
2) It is relatively easier to get through to the customer service agents, who are generally very polite and friendly.

Bad points.
1) When the car arrived, it smelled very strongly of cigarettes (therefore, obviously not valeted properly). Elmo agreed to send me an air freshener in the post rather than getting it properly cleaned
2) The car got a stone chip on the window screen, and this was not covered by the, and I quote 'Comprehensive insurance cover', so I had to pay for this myself.
3). Elmo cancelled my contract with one month's notice around Christmas, apparently as the car was too old, but offered no replacement. This was via email, and no one phoned up to apologise.
4) They arranged to pick up the car four times but failed to arrive each time. Again no one phoned to apologise from Elmo. That's four days of earnings that we lost waiting the whole day to pick up a car and obviously no compensation from Elmo.
5) After paying the final fee and getting an email confirmation, they threatened to send the debt collectors after me if I didn't pay this fee. I phoned them to ask why, and apparently, they failed to record my payment on their account.

I entered a minimum 1 year subscription. Early on in the subscription Elmo tried to terminate as they were "de-fleeting". They then conceded that they had to let the contract run. A few months later they tried the same thing, claiming that they had experienced financial hardship, were winding up the company and were "de-fleeting". This time I agreed to hand the car back, but asked that they confirm that this was being done outside of the contract terms. They then, after 4 months, claimed that the contract was still valid and that my subscription was being cancelled as my company no longer met their eligibility criteria following a credit check. My company credit status has remained unchanged. If they want the car back, it appears that they will find any way to get it, regardless of the minimum contract length. Not good for running my business predictably and effectively.

The same abrupt termination as others, despite being on a 12 months subsription, payment taken then follow up email to termination in 30 days.

Useless customer service

Whilst I had my subscription I cannot fault the company, they were prompt to reply to any emails, and the people sent to deliver the car and undertake the services were always polite. The car itself was great (though I was expecting a brand new car and this had a few 1000 miles on it when delivered) and the price was slightly less than what I'd been paying with another company who went under.

Unfortuneatly, like many others, I was given 4 weeks notice to hand back the car, despite both parties signing a subcription contract for 12 months. It seems that the company are able to break their part of the contract, but if I had done the same I would be liable for pentaly charges?

I was lucky in that my workplace has just signed up to a similar scheme, where I was able to have a brand new car delivered (bigger than the one I had with Elmo, and for less cost), but I know others aren't so lucky to have anything alternative to fall back on.

The person sent to inspect the car found some damage, but said that none of it was chargeable. So imagine my suprise when Elmo emailed me a bill of £184.80! I emailed them to say that the inspector has said I would not be liable for charges, and that looking at the form he had completed, the measurements were included under the BCA fair wear and tear guidelines. They said his photos showed that they were included, and that's what they would go by. I reminded them that I returned the car early, and therefore they owed me money (£152.60). I also raised that some of the damage quoted was present on the car on delivery as evidenced by my initial inspection report.

I didn't hear anything for a few weeks until earlier this week when I was reminded again about my bill for £184.80, I once again reminded them that they owed me money, cue, an email back saying that 'Yes we have this at £152.60 so therefore the remaining balance is £32.30'. Why not bill for £32.30 to begin with? Or were they hoping I'd forgotton?

And to top it all? The car is currently sat at a BCA (British Car Auction) centre, so they won't be repairing it anyway (which is apparently allowed under the BVA guidalines). So any money people are being fined, isn't going towards repairing any damage at all.

So all in all, a good initial experience, but a poor ending, much the same as my experience with Cazoo subscriptions which also suffered a similar fate.

Update following the collapse of the company and the recall of their fleet.
They have failed to collect the car on two occasions, making me aware after 6pm, while they booked the collection day. I had to book and waste days off.
Even after failing twice to meet their own commitement to collect the car, they still refuse to collect the car before or after working hours and they refuse to come collect the key on my workplace.
They also refuse to provide a letter of deadlock for the ombudsman.
I end up totally stuck with a car that I have nowhere to park.

Like all the recent reviews, we were given 30 days notice and no option for replacement. We were also told we would be charged for various “non wear and tear items” however were not actually provided with the inspection report, so no proof of this, plus no evidence of how they justified the cost of the “repairs”.

Elmo Is a good service but they can collect the car before the end of the contract and you can suddenly remain with out a car and they give no option with get a new one.

Absolute shambles of a company, initially purchased a Vauxhall Corsa-E, broke down before delivery so got a replacement instead which also broke down in the 3 weeks I had it... Signed up for a 12 month contract, was given 29 days notice they were taking the car back for the same excuse of age and mileage as the other reviewers here. It was a 22 plate with 5,000 miles so I don't know how they thought that was acceptable to lease on a 12 month contract... Paid extra for additional mileage and the 12 month contract and no refund for the cancellation which means I paid an extra £345 for no reason... DO NOT USE ELMO!

The electric car that we leased has been very good and the customer service had been excellent. However, nine months into my 12 month lease period Elmo have decided to remove our current electric car from their fleet and they are unable to offer us a replacement vehicle due to "high demand". Obviously we do not have to pay for the 3 months we will not have the car, but that is not the point. We took out a 12 month lease for a reason and sadly Elmo have not delivered on our original agreement. So be aware - Elmo can terminate your lease early without any penalty, but you can't.

Like most recent reviews on here, I was given 30 days to return the car out of the blue and it was picked up yesterday. I've had to invest in a second hand car to see me through Xmas which I had not planned for thanks to Elmo. It definitely feels like the company is in trouble and I feel bad for the staff - who have been very accomodating and professional.

But they were taken over by a bigger corporate entity recently and its seems obvious that some corporate pencil pusher has decided short term profits are more important than long term business stability and a loyal customer base. It wouldn't surprise me, looking at the multiple reviews of cars being recalled, that some prime asset stripping is taking place before it all comes crashing down.

I really hope I'm wrong for the sake of the staff alone.

Things were going well, including when we changed cars. The issues began when we returned our last car with no replacement. They then billed us for excess wear and tear. The car had minimal scratches, well within the fair wear and tear guidelines and much less than the prior ones we had returned. They were vague on how they arrived at their charges and were quick to threaten with sending a debt collector. Terrible customer service.

Avoid.
From the start, car delivered late, no apology. Poor communication throughout.
They then terminated my contract early giving me 30 days notice and have the cheek to try and charge me for additional mileage. They also sent the car collection gentleman to the wrong address and I had to drive there and get home of my own accord. The collection man also told me “this company is appalling and it’s not the first time I’ve been messed around”

I was in a 12 month contract with Elmo. Received an email stating they would be collecting the vehicle within 30 days (as their T&Cs allow, for no reason, and it appears, as they wish). No offer of another vehicle, just a casual "Well, its your problem".

Like many others, it has left me without a vehicle right before Christmas (thanks Elmo).

Regarding the Terms and Conditions, I will be placing a legal challenge on this. I am unable to terminate the agreement without incurring financial costs. My legal claim will be that Elmo too, should be under the same duress. It's well and good to say "it's in our Terms and Conditions", but those terms and conditions are required to be legally binding. Placing an unfair burden on the consumer is against the law, so we'll see how that fares in court.

They asked us to return the car, out of the blue, no explanation, no comparable substitute, with only four weeks notice. The car is in pristine condition, but they are charging us £900 for a tiny scratch on the bumper, they can't even substantiate how they assessed the amount as per the contract. We are now without a car AND in a messy dispute. Dodgy company, AVOID like the plague!

I've been with Elmo for around 8 months for a 12 month subscription which should be ending in April.
Until today, we have been happy. The only issue was that we had a puncture which we rectified with a replacement tyre, but apart from that never a problem and I've recommended to friends and family.
However I've just been contacted and notified that they essentially want the car back by the first week of January (the small print is "we are obliged to provide no less than 30 days notice to terminate a subscription").
So they can offer no replacement car..strange considering they are a car subscription company.

So be careful, this company is in trouble, they can terminate the contract without any reason and have just done to me and probably lots of other customers.

Now, like many others I can imagine, I'm left without a car just before Christmas, a complete joke.

As with similar reviews in the last few days, something very wrong at elmo. 12 month subscription cancelled and car must be returned. No apology, no offer to replace the car. Zero cars available on their website, clearly they are going out of business.