Massive thank you to phv team including the tfl inspector who made wvery effort to have my licence renewed for me at hammersmith after a slight mess up on double booking massive shout out to Ahmed and tiago for being so incredibly supportive.

Lovely new place. Well done Travis, I just come back from africa and he has a car ready for me. Thanks

Abdul and Ash were both amazing and made the experience enjoyable and helped with everything in a nice manor, represented the company impeccably, Thank Otto

Its was great time with abdullah,very helpful.his advice was amaging...solved my issue perfactly...

Very good was getting help from daniel he is very good and took his time to really help me get the car i wanted

Ash . He was really professional and very helpful. All my questions were answered in clear and easy way.

★☆☆☆☆

Absolutely dreadful company.

My experience with Otto Car has been one of the most frustrating customer service experiences I have ever had.

After returning my vehicle, Otto continued to hold money that had already been taken from my account by direct debit for a period during which I no longer had possession of the vehicle. Rather than dealing with the issue and refunding the overpayment, they have spent weeks ignoring emails, failing to respond and sending me around in circles.

Their customer service process is completely broken.

Every time I call, I am told to contact the payments team. The payments team can only be reached through a WhatsApp system. Because I am no longer an active customer, the system cannot find my records and refuses to process my request. I have explained this repeatedly. Otto know this is the case. Despite that, they continue sending me back to the same process that they already know does not work.

Nobody takes ownership. Nobody resolves the issue. Nobody escalates the issue. They simply pass you elsewhere and hope you go away.

I have repeatedly explained that I cannot access the payments team through their system. I have repeatedly requested escalation. I have repeatedly requested a response to my emails. Instead, I have been met with silence, delays and complete indifference.

The handling of the vehicle return was equally poor. There was no effort to understand my circumstances, no proactive communication and no meaningful customer support. Once a problem arose, I was left to chase constantly for answers that never came.

The most shocking part is that this is not a complicated issue. Money was taken. The vehicle was returned. A refund was requested. Yet weeks later I am still chasing for a resolution while Otto ignore correspondence and continue directing me into a system that they know cannot help me.

The level of incompetence, lack of accountability and disregard for customers has been staggering.

I would strongly advise anyone considering Otto Car to think very carefully before signing up. If something goes wrong, do not expect timely responses, ownership of issues or even basic customer service standards.

A truly awful experience.

Dear Andrew Parker,

I want to say thank you for your help and support. I am really happy about your service and suggestion about to have a right car and I am really happy about Toyota Corolla Hybrid that you suggest and given to me. Thank you for your time and kind behavior and your experience about cars at Otto Cars Company.
Kind Regards,
Hani Ros.

After a couple weeks with no car due to my car been writing off on a non fault accident Jamil at Colindale went above and beyond to make things happen thanks much appreciated

Absolutely wonderful!! 5 stars!! The guys( especially Ash) were so helpful, talked me through all my options; tried to even check other locations for what I wanted, I just felt valued which is wonderful to see. Really really good customer service. Keep it up!!! Thank you.

I rented a car from Otto Car UK around 5 weeks ago and unfortunately the experience has been extremely disappointing from start to finish.

From day one, the air conditioning in the vehicle was not working. I reported the issue immediately and was told it would be fixed. Since then, it has been about three weeks of back and forth with their mechanic and service team, yet the issue has still not been resolved. At times the car has been in the garage for extended periods, but I’ve still been expected to continue paying weekly rent.

After multiple attempts, the mechanic eventually stated he could not fix the AC because the company was unwilling to invest in a new compressor. During this entire process, communication from the service department has been very poor, and at times they have not answered my calls at all.

I have also contacted the payment department to request support, but they said they cannot do anything unless the service department approves a refund or replacement. Even visiting their office in person did not help, as I was told everything must be handled over the phone with a specific department that is often unreachable.

Overall, I have been paying for a vehicle I could not properly use during a UK heatwave, which has also affected my ability to work comfortably. The lack of support, communication, and resolution has been very frustrating and disappointing.

I hope the company improves its customer service and takes responsibility for fixing issues promptly in the future.

Ash gives a good service and helped me in all situations and sorted problems

I’ve been an OttoCar customer for over two years. I was on rent to by contract and I can say they are genuinely good to you until you really need them for assist. I was forced to pay an excess charge for a bogus claim and even when I accepted the liability I was expected to get a fair repayment deal. Instead, for over a week I’ve been trying to get in touch with accounts and claims department but to avail. They never called me back, answered my WhatsApp messages or replying to my emails. Instead, they start talking money without my approval as I refused to sign their offer. Their conduct is nothing short of disgraceful. I will be considering to break the contract with them, because of their breach.
In a meantime, the OttoCar Complaints department has tried unsuccessfully to remove the review claiming it’s defamatory. I stand by every word and have more stuff to reveal about their conduct.
Their excuse that they can’t find my account are laughable. How many Bojan Gojnic’s you know? Pathetic. I re-sent most of the emails they couldn’t have been bothered answering

Hi Abu,
It was great to be assisted by you this today it was absolutely great service!

Best rental company, and the best costomer service by Travis .
Im very satisfied with the service.
10 out of 10

Abdullah was amazing he helped find the car I wanted. He was very professional and friendly.
Thank you Abdullah.

Easy experience and great customer service from all members

I am currently on the part time offer with Otto. The car I've been renting: Kia Niro LG22 VDY. Broke down on my drive due to a faulty battery. When the guy came to replace the battery, he found another steering issue with the vehicle. This meant that the car was not driveable and had to be recovered, as only the dealership could fix this problem. The car was recovered on the 13/06/2026. Which means it has now been 5 days and I still dont have a replacement vehicle I can work.

I have called the Otto General Enquiries 3 times now, where I have recieved ridiculous customer service. All I wanted to know was when I will be getting a replacement vehicle so I can work. Instead I was told twice they will look for a vehicle for me and call back. No follow up call was recieved. Instead I have had to chase. When I've requested to speak to a manager, I was told there is no manager. This behavious is outrageous, I am paying customer. I didnt rent the car from you for free.

I am extremely disappointed with the service provided by Otto Car Services.

Just 10 days after they replaced the battery in my rental vehicle, the car failed to start again, leaving me stranded for the second time. What is even more frustrating is that the day after the battery replacement I specifically asked for the vehicle to be properly checked and for a permanent solution to be found, as I was concerned there could be an underlying issue. My concerns were ignored.

Today the vehicle failed again. I called the office to explain the situation and discuss my concerns about the reliability of the car. Unfortunately, the agent appeared more interested in transferring my call than listening to the problem. I was then left waiting in a queue for a callback from the breakdown department.

As a private hire driver, vehicle reliability is not a luxury—it is my livelihood. Every hour a vehicle is off the road means lost income. Being left with the same unresolved issue only 10 days after a battery replacement raises serious questions about the quality of the diagnosis and repair carried out.

What disappoints me most is not just the breakdown itself, but the lack of proactive action after I reported concerns immediately following the battery replacement. Had the vehicle been properly inspected when I first raised the issue, today’s breakdown might have been avoided.

I expect rental companies to provide safe and reliable vehicles and to take customer concerns seriously. Unfortunately, my experience with Otto Car Services has been the exact opposite.

I hope management reviews this case carefully and takes steps to improve both vehicle maintenance standards and customer service.

Vehicle failed twice in 10 days after a battery replacement. Lost working time, lost income, and no permanent solution. Very disappointing experience.

Murtuza was amazing. Always so helpful