"Great customer support"

Great customer support

"A Service of Two Halves."

A Service of Two Halves.
I saw Elmo's stand at a Fully Charged show and was impressed with the concept. Setting up a subscription to try an EV (MG5 Long Range) was fairly straightforward online. The Elmo Customer Service Team have been consistently helpful and responsive, particular mention of Andrew Perry in this regard. But the business overall is seriously let down by the unacceptably substandard performance of the delivery subcontractor company BCA. The car was delivered on the day promised and the driver did a basic show and tell, but he was quite offhand and submitted an incomplete condition report. However, the first time I drove the car any distance, it started flashing up serious fault messages and the breakdown service advised that it must be returned to depot and exchanged. This was agreed by the Customer Service Team, but the delivery company apparently couldn't do the exchange for near on ten days, so I was obliged to hire a car elsewhere for a few days to take a booked trip. Andrew and colleagues agreed to cover this expense. I had a second trip booked, but the delivery company failed to deliver twice on the days agreed. This obliged me to take out another short term hire. By the third day, the driver was on his way but didn't anticipate delays and road closures (used outdated satnav), thus arriving well after the agreed time and forcing me to ask a neighbour to receive the car. This time, no condition assessment was done and no report ever sent to me for confirmation. The car is being returned in my absence, since BCA were evidently unable to collect it between Christmas and New Year. I am very happy with the subscription concept and with the way that Andrew and the other Customer Service Team members have engaged with my issues, but the fact that the subscription service is forced to be in bed with this awful delivery partner (evidently part of the same corporate conglomeration) has me very hesitant to take out another subscription next time I am back in England. If Elmo could get rid of BCA for vehicle delivery operations I would give a five star rating and be much more inclined to use them again. It all started with the first driver delivering a dud car, which I am very sure was showing those fault warnings when he was driving it to my address - no wonder he couldn't wait to get out of there! Utterly unprofessional and spoilt the whole experience.

"I would not recommend this company"

I would not recommend this company.

The information provided on insurance excess details when signing up is missing, inaccurate and misleading. This is further compounded by the customer service team who provide a small window to change the excess amount and no-where is this advertised on their website.


And lastly, albeit a small issue, the colours of the cars offered on the website do not match what is actually delivered, they do recognise this and are apparently updating their website to reflect this.

I would avoid this company until they provide accurate and honest service.

Update (4-Jan):
Unfortunately Elmo continue to misrepresent the issue.

At the very least they do recognise that their booking process is not transparent and are looking to resolve this.

From a customer perspective the booking process and the customer experience team both provide misleading information and therefore a misrepresentation of the offering.

Again, Elmo is great in theory but the customer journey needs much improvement.

"The Elmo experience started well but…"

The Elmo experience started well but unfortunately, to date, they don't actually do what they say they are going to. We set up a business account and ordered 2 teslas and 3 days prior to the delivery date were told that 1 of the cars needed a new windscreen and would be delayed by 2 weeks and the replacement would be a e2008. This was annoying but things happen I was promised that it would be no more than 2 weeks and told that no other cars of a similar level were available and that lots of cars on the site that say they are available actually aren't. The day before delivery I received a call saying that the other tesla was also not available - at this point I'd lost any faith in Elmo. They said that they would call me back later that day and let me know what they were going to do. I didn't receive a call but to my surprise did turn up. 2 weeks have passed and I've contacted Elmo multiple times to find out when the delivery of the tesla is expected but they never get back to me.. When I complained about being told that nobody gets back to me the person on the live chat said that someone would call me straight back....they never did.

"Very disappointing"

Because Cazoo is discontinuing their membership service, I switched to Elmo. I went with the Vauxhall Mokka E. The vehicle came on time, but it had lengthy, deep scratches on the bonnet and tailgate. The lady that showed me around the car was wonderful and very informed. The BP pulse card, for which I agreed to pay an extra £10 per month, did not arrive within the first week and I have yet to receive it. After a long trip, I noticed that the battery's performance of 200 miles is greatly inflated. On Eco mode, you'll get about 120 miles before it needs to be charged again. I will be sending the car back in January and going back to petrol/hybrid.

"Delivery time was wrong, delivery staff slagged off the product, Sat Nav is not working."

Delivery time was wrong.

Difficult to submit licensing details on the website, failed to accept the form uploaded. Had to contact Elmo call centre directly to do the correspondence.

Delivery person was clueless about EVs, she slagged off EVs with fake news rhetoric, this is not what you want to hear when you have paid a substantial sum of money to hire an EV.

EV arrived with sat-nav not working, I will now how to take time out of my busy schedule to fix this problem. Elmo have offered no compensation to me for this disruption.

"Easy handover"

Easy handover

"Great communication"

Great communication, simple on-boarding service. Great delivery and vehicle check.
Only reason for not five stars is vehicle was two weeks later than initially expected.

"Xmas family Reunion RUINED AUDI E-Tron"

I paid for an AUDI E-Tron subscription on 7th of NOV. yes 7th of NOV a month and a half in advance to Avoid anything going wrong. Payment taken , subscription set up A MONTH of silence. one week before I was due for delivery the chaos started first of all the car I initially booked AUDI E-tron Navarra Blue was swapped with a grey one without any emails or notifications I happened to notice the change in number plate and contacted Elmodrive they said sorry it was a website glitch we double booked you for the same car as another customer next possible option was the grey one I said OK. A day later ANOTHER call to notify me the next best car ( the grey one) will not be delivered on the 19th of DEC due to flat battery ??!!. A flat Battery on a 2022 AUDI E-tron 55 Quattro yup you read that correctly!. Not that greatest ad for premium EV car.

Bearing in mind the subscription was paid for on the 7th of NOV and all of this info is being sent to me days before my subscription was due start!!!. Not only did they have a month and a half to plan everything they did not manage to communicate with me weeks in advance to warn me or give me the chance to make alternative arrangements.

Due to the incompetency of Elmodrive Xmas with family is now ruined. You'd think paying £1,522 for a car a month and a half in advance would ensure you receive premium customer service unfortunately this was not the case. To add salt to the injury they offered me £120 off my next booking whilst the prices of their cars are sky rocketing.

Confidence in Elmodrive lost and sadly would be VERY hesitant to book with them again. Side note Reasha was amazing in softening the blow but it was all too late. Aviod if you are planning anything

"Will be recommending elmo"

Really impressed with my car and the service from the team. They are always very helpful whenever I’ve needed help or advise. Great experience and looking forward to driving with elmo for the foreseeable.