Very poor customer service - Beware

I recently purchased car insurance from Autonet and was very disappointed with the customer service I received. There was a query regarding a windscreen replacement that I had done a while ago. I phoned them and this was resolved within 5 minutes.... Read more

I recently purchased car insurance from Autonet and was very disappointed with the customer service I received. There was a query regarding a windscreen replacement that I had done a while ago. I phoned them and this was resolved within 5 minutes. Despite me carefully wording an email, they ignored it and sent rude emails insisting on charging me an "admin fee" despite no changes at all to the policy and this was before cover had even began! I would have cancelled out of principle but no doubt they would have charged me a "cancellation fee" so have reluctantly left it. Suffice to say I will never be putting any further business through this company and neither will any of my friends or family.

Reviewed on 1st October 2020

Andrew

Unethical

A joke company that bids on insurance quotes that aren't true, 2 sec after buying they try to get more money out of you. If you don't play their game they scam it and make you out of balance instead to fully refund for not using their insurance... Read more

A joke company that bids on insurance quotes that aren't true, 2 sec after buying they try to get more money out of you. If you don't play their game they scam it and make you out of balance instead to fully refund for not using their insurance policy. Absolutely ridiculous and unethical!!

Reviewed on 18th May 2020

Razvan Sencu

Do not use autonet insurance scam rip off merchants

Do not use autonet insurance scam rip off... Read more

Do not use autonet insurance scam rip off merchants
Rip off merchants waited for my policy to start before they flagged up a mistake in the details of a named driver on the policy. Put me over a barrell basically had to pay £50 plus 4 days cover at £10 a day to cancel the policy and start a new one even though the cover had only started that day because it was a Friday the cancelation does not come up until the next working (Monday) day another con.my other option was to pay over £100 to keep the policy. Customer service was terrible spoke to two different people both were rude explained to them how me and my wife were both on furlough and money was tight they didn't care they would rob your grans false teeth. I would advise everyone to avoid this company glad I cancelled and got cover elsewhere.

Reviewed on 17th April 2020

martin

CONSUMER WARNING!!!!

CONSUMER... Read more

CONSUMER WARNING!!!!!
I have been trying to cancel this policy for over a week but it seems impossible. I called Autonet insurance last Wednesday 18th of September 2019 6 times and wires over 30 minutes on hold to they can elations team. I finally got through to an agent who advised that she cannot cancel the policy and all the cancellations team are busy. She advised that she will pass it through to a supervisor who will call me back before 7pm. They never called me back. On Friday 19th September 2019 I tried to call them again numerous times spending hours on hold and never got connected. I looked at TrustPilot to find that a lot of people were having the same issue so i sent the following email.
Hi
I have been trying to contact you since Wednesday last week. You have promised multiple times to call me back and failed. I would like you to call me and cancel my policy ASAP before I have no choice but to review my experience publicly.

Thanks Adam

There response was as follows:

Thank you for that information and I have passed on your details so you should receive a call back shortly. I want to make you aware that we have a different postcode for you, so you will need to provide the address we hold on file to the agent that calls you to pass data protection.

I then received a call 4 hours later from autonets cancellation team. The advisor confirmed to me that the policy was now canceled. GREAT FINALLY!
Then 1 week later I receive the following letter via the post from Autonet:
We refer to your goods/commercial vehicles policy and your recent call to Autonet regarding the cancellation of this insurance. As the full cancellation procedure has not been completed we can confirm your policy is active. If you wish to discuss further please contact our office.
Assuring you of our best attention at all times. WHAT?
So back to square one, I call and sit on hold for 30 minutes to the cancellation team. I then connect at the point I start writing this review. But no one speaks. I can hear their staff in the back ground talking about the weekend and how pleased they are that it’s Friday. In fact I am still connected and can still hear them having a knees up now 34 minutes and 12 seconds later. I MEAN WHAT IS THE AGENT DOING?
I have recorded all the background chatter. I wonder if their supervisor will be interested in hearing it? APPARENTLY AT THE MOMENT THEY ARE READING EACH OTHERS EMAILS.
I wonder if they are going to cancel my policy down. I have had no choice but to cancel my direct debit but I would really like to get the policy cancelled officially.
Policy reference number: 2601603/10/a7T
I’m going to hang up on them now all the singing from the staff in the back ground is not even in tune.

Reviewed on 27th September 2019

Adam

Windscreen Claims Scam!

So I get a quote for car insurance and pay the full amount then get a letter a few days later telling me I ow an extra £80 because I have made a claim on a windscreen. 9 years NCD is unaffected but they just put the policy price up instead. What a ... Read more

So I get a quote for car insurance and pay the full amount then get a letter a few days later telling me I ow an extra £80 because I have made a claim on a windscreen. 9 years NCD is unaffected but they just put the policy price up instead. What a con! What is the point of having protected no claims if they can back door the increase by just putting your policy up instead. This should not be allowed and is completely unfair.

Reviewed on 2nd September 2019

Graham Dean

RIP OFF

To charge a cancellation fee of £80 is disgraceful. It should be illegal, I shall be writing to my MP. Terrible company.

Reviewed on 13th June 2019

Bill B

Absolutely dreadful - now trying to take money not owed them

I have told them now THREE times (on their OWN site) that I do NOT want to renew with... Read more

I have told them now THREE times (on their OWN site) that I do NOT want to renew with them.

Each time "Donna" acknowledges the post - and then seems to do absolutely nothing.

Another email telling me to renew and another SMS message telling me they have been unable to take money.

They email you with a "donotreply" email address and message you from an SMS service you cannot reply to - and fail to act on any other form of communication. Have ended up now going to the ombusdman.

Utterly dreadful shower. Another years No Claims (9 years) and it is rewarded by another hike in premiums that other companies on the compare websites seem able to avoid.

Avoid this company - they TOTALLY ignore instructions NOT to renew - and do their best to take money regardless.

Untrustworthy.

Reviewed on 24th April 2019

GMT

Rip off

Had a cover with this company for a year, which was quite difficult in a sense that one of our vans got stolen and then the new one got vandalised twice. We asked for help and advice from them which they were happy to offer. However, when trying to... Read more

Had a cover with this company for a year, which was quite difficult in a sense that one of our vans got stolen and then the new one got vandalised twice. We asked for help and advice from them which they were happy to offer. However, when trying to renew our policy, the quote was way too high compared to other insurers. After going with Acorn Van insurance instead, we went back to ask for the No Claims Bonus certificate. I used the online service where you speak to a representative who assured me that it was 5 years and that it will be sent to our email address. A week later nothing came through so I got in touch again. Apparently it was now zero years NCB as we made claims on the policy. I asked why no one bother to explain that we would lose all 5 years before proceeding with the claims, to which they responded that it's not something they are required to do. They then admitted that they should have kept us informed and that it was a mistake to say we had 5 years when we didn't, promising to settle the difference between the cost of 5 years NCB and 0 which we now have. Following a brief conversation with Acorn, they said it was £1051.84. Guess what happened? They refused to cover any of it now and won't talk to me any more regarding this. It's common sense to keep your customers in the loop and help them when they are in need. Leaving a review everywhere I can, reporting them using my team everywhere I can and seeking advice from Citizen Advice Bureau as well as our solicitors. Ripped us off big time!

Reviewed on 3rd December 2018

Artjom Aleksandridis

Problem Fixed

I had an issue with Autonet and escalated my issue to the complaints department. My complaint was resolved fairly and to my satisfaction.

Reviewed on 24th April 2018

deB

Gave me the best quote

Helpful,friendly,and polite staff

Reviewed on 9th August 2017

Martin davy

Scammers

Very difficult to resolve anything no clear email expensive phone number

Reviewed on 8th July 2017

Jake Daniel Slater Hanley

Avoid Avoid scammers

ATTENTION, AVOID.This is company of scammers! Be warned, they ripped me off very bad and there is nothing I can do about it. Took out my policy with them 16 days ago, set up DD,no problem. Sold my car, so phone up to cancel. I accept the small print... Read more

ATTENTION, AVOID.This is company of scammers! Be warned, they ripped me off very bad and there is nothing I can do about it. Took out my policy with them 16 days ago, set up DD,no problem. Sold my car, so phone up to cancel. I accept the small print of a £79 cancellation fee, then a further £117 to cover a late payment on the DD. No way, then I see in the reviews this is their common scamming practice!!
You must avoid this company and spare yourself the frustration of being legally ripped off.

Reviewed on 9th May 2017

Rich Whitehouse

worst

avoid them. After changing the address, they charged us £35 "insurance arrangement fee" plus increased the insurance price by £300 a year, that resulted £741 a year! the value of our car is £750. Such a rip off! when trying to get to them over phone , ... Read more

avoid them. After changing the address, they charged us £35 "insurance arrangement fee" plus increased the insurance price by £300 a year, that resulted £741 a year! the value of our car is £750. Such a rip off! when trying to get to them over phone , always being told someone would get back to me that never happen. Took me 6 month to cancel the insurance and we still been charged £75 cancellation fee! stay away from them.

Reviewed on 29th November 2016

rita kokhna

Scam artists!!!!!

Well where do u start long story... cut it... Read more

Well where do u start long story... cut it short.
Choose this company if you'd like to be ripped off.
This company think it's ok to wack a extra 300 pound on your insurance policy nothing you can do about it I only had 3 installments left..When they did this .
Awful customers service.
When trying to contact them they tell you we will call you back.. oh and never do..
Leave you on hold constantly if you attempt to call them....
No consideration for others. But conning people.
Mangers/supervisor to scared to come on the phone to resolve there problems...
Please take this advise and stay well away..... you will defo be out of pocket with these...

Reviewed on 3rd November 2016

Craig blackmoor

happy

very helpful, kind and understanding insurer.

Reviewed on 6th October 2016

Jade Birchall