"I had a mixed experience with Elmo"

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.

"Poor customer service and communication"

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.

"Initially Great but a Bad Ending"

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.

"The good, bad and ugly."

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.

"Business Users - Steer Clear"

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.

"Do not use this company"

If I could give this company 0 I would
Jessica should be given her notice , awful human being.

"Terrible service: Abruptly terminated"

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

"A good initial experience, but a poor ending"

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.

"failed to meet their collection day twice"

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.

"Disappointing"

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”.