Otto car pricing is wonderfully competitive and good value BUT that is where the plaudits end ..
I have a damaged boot glass that I can only contact service through email that has me in a 48 HR queue before a response. When they eventually did respond the email TOLD ME THE SITUATION WAS RESOLVED???? Any news there queries should be emailed no doubt for another 48hr response to their lack of response and action on the initial broken book glass. I am losing money over this issue as a Bolt driver and there is no doubt there will be NO DELAY WHEN OTTO ASK FOR THEIR HIRE FEE FOR THE WEEK..
Another time before the MG I got had an electrical fault on a Sunday around 1am and no one answered the Emergency Service until after 5am then taking 1hr 30 min to get to me.
Basically... GO ELSEWHERE FOR A BETTER SERVICE BECAUSE THATS HOW THEY ROPE YOU IN FROM THE CHEAP PRICING.

Ash , always professional and very helpful. Happy to be served by him again. Thank you so much

Great experience with Abdullah.
Very professional service.
I am very happy with car.
Thank you guys at Otto in Shepherds bush.

Very bad customer service, was ill for a few weeks, asked for some leeway, but nope. No one to talk to in credit department. Just automated messages on WhatsApp. Zero help and very unclear.

I have been with otto for 3 years and they used to be a great company but since getting bigger their level of service has drastically gone down. It's hard to reach the customer services & it's nearly impossible to reach accounts they have to call u.
They have lost that personal touch they had now they have staff in a different country picking up the calls

They deactivate drivers without any prior notice from the uber platform.

Otto car he has rubbish customer service the guy there is a rubbish. Ask me to pay £700 because I scratched the wheel after two years. I keep the car and change my contract. I suggest no one take Car.from Otto

I booked a dashcam fitting appointment with Otto Car two days in advance for 12:00 today at their Hendon location. This was not a last-minute booking.

I had already been driving for approximately 45 minutes to get there when, shortly before my appointment, Otto Car called me to say that they did not have the dashcam in stock. I was told they were expecting a delivery, but it had not arrived, so they needed to reschedule my appointment.

I asked why nobody had contacted me earlier, considering the appointment had been booked two days beforehand. Had they told me before I left home, I could simply have cancelled and looked for an alternative rather than wasting my time and making an unnecessary journey.

Then the situation became even more bizarre. During the same phone call, I was suddenly told that they do not fit this dashcam to Teslas.

If that is their policy, why was I allowed to book the appointment in the first place, and why was I not informed at any point during the two days before my appointment? I could not find any clear warning on their website saying that the fitting is not available for Tesla vehicles either.

When I questioned this, I was told that they “wouldn’t know until the car arrived.”

But my car had never arrived at their premises. They had just told me over the phone, without seeing my vehicle, that they could not fit the dashcam because it was a Tesla. So clearly this was something they were capable of telling me before I spent 45 minutes driving there.

When I pointed out this contradiction, the person on the phone suddenly behaved as though they could no longer hear me and then ended the call.

I find the whole experience extremely unprofessional and misleading. They accepted my booking two days in advance, waited until I was already on my way to tell me they had no camera in stock, and then gave me a completely separate reason why the installation apparently could never have gone ahead anyway.

I wasted a significant amount of time travelling there and now have to drive all the way back.

Based on my experience, I would strongly advise other drivers to be very cautious before booking this dashcam scheme. Confirm in writing that the camera is physically in stock and that they can actually install it in your specific vehicle before making the journey.

I have has one of the worst experience renting from them. I went to rent for PCO car. An agent said that we will put 3 months contract but after 4 weeks you can return the car without any fees. After 4 weeks i called back to return the car, yet another agent said sorry you contract is minimum 3 months and you have to let us know by booking a slot online one month before the contract finishes. So i had to keep the car for another 2 months.
Secondly, i paid £250 deposit. i am calling everyday but they send you a WhatsApp message which you have to click on options and send them payments/refunds. I did it daily and i have not received any call. i also email them on pay.ottocar.co.uk and no one replied yet. It has been over 4 weeks now that i returned the car and no refund.

I've been arguing with them for almost a month for a week holiday I was entitled which they said I have already taken it. At the end turned out I was right and they sent me an email saying that 31.11.2025 has been approved as a holiday. Where in the world November has 31 days. I took the contract in December 2025. Only unprofessional people work for this company. Avoid at all costs

I’m the customer for over 7 years and I write the email to complain about the weekly rate that they charge me wrong but no one Care and they not care abut your complaints I even spoke to them abut that but no proper answer and they love money and soon as you don’t pay or if there’s a delay they will clamp your car,!!!! Very poor customer service from Otto car very disappointed🤦🏻‍♂️🤦🏻‍♂️

I cancelled the following morning, 12 August, in writing, before collection. I never took delivery of the vehicle. The signed order form states the deposit is refundable if the order is cancelled within 7 days and the driver has not taken delivery. Both conditions were met and Otto Car have never disputed that.

Otto Car confirmed the same day that the refund request had been submitted, quoting up to 10 working days. That window expired on 26 August. I chased on 20 August with no reply, and again on 25 August. The reply I received said the matter had been escalated to the payments team again. As of 27 August I have had no refund, no processing date and no reference number.

To be fair to the branch, the salesman I dealt with was helpful and professional on the day, and has replied when he could. The problem is not him. It is that once the deposit has been taken, there appears to be no process for returning it and no way to get an answer from anyone who can.

I will update this review when the refund is received.

Abdullah Rahman has been really great and competent at his job.His friendly attitude made me feel at ease.Fabulous customer service.

Ashed has been very professional and gave fantastic service. Otto cars seem to know what they’re doing. I was at the Cricklewood office and today at Shepherds Bush site and the service is great.

Amazing services. Abdullah guided me through ver well. Also, he helped me to upload my vehicle documents on Uber

They take a deposit of £200 from you when you get a car from them, once you finish paying the contract they would charge another £200 to transfer the logbook, that's how money oriented that company is, and their customer service is terrible, you can't get them on the phone, for any answer you want.

I am very disappointed with the service I received from the Streatham branch.

I rented a car on August 6, 2026. When I went to collect the car on Monday, August 10, 2026, I was told that the car was faulty and could not be given to me. I did not want another car, so I was told that my deposit would be refunded and that the transaction was closed.

Today is August 19, 2026, and I still have not received my deposit. I have contacted the company several times by WhatsApp and email, but nobody has replied for days. I also cannot reach anyone by phone.

This is extremely frustrating and unprofessional. I have been unable to get a clear answer or speak to anyone who can help.

I am posting this complaint on Trustpilot because I hope someone from the company will finally contact me and resolve this issue. I simply want my deposit returned.

Abdullah was very helpful and sorted all my queries in quick time. A very easy person to communicate with and friendly to deal with too.

Vary bad customer service, very bad company. Avoid if you can🤮🤮🤮

It was very smooth any friendly service by Abdullah. I have been served very professionally and experienced a very high level of experience.

Second time I am renting through the guys in Otto car. Second time evrything is done professional and quick! Abdullah was the agent that helped me this time! Thank you!