Don't use Zuto - Appalling after sales care. I'm kicking myself for not checking the reviews before contacting Zuto.
BEWARE OF USING ZUTO - read my experience before signing on the dotted line.
Sadly my experience of Zuto is that they are horrendously appalling. After sales care is non existent. Kept in touch until payment made for car. Now there is an issue, no one answers the phone. Promises for call back broken. Complaints not logged. Given incorrect information. Really bad experience. They don't even tell you upfront that calls are recorded.
Here is the update on the Zuto saga.
Complaint one.
The car specialist Adam Crew was very friendly and from the first call on Monday 9th January 23, he said that I could be driving away in my new car by Saturday 14th. Pushed hard from day one to take out their warranty. I told him I didn't want to pay a deposit, then I got told on Thursday 13th that I had to pay almost a £600 deposit. Throughout the week we discussed collecting the vehicle on Saturday 14th and I was told twice that the dealer did not offer drive away insurance, so I was responsible to sort. Which I did (3 days temp insurance). Only to find out on the Saturday, from the dealer that the payout would not be until Monday 16th. When I spoke to Alex in processing on the Saturday 14th she said not to worry the lender does Saturday payouts. Well the 14th came and went with no payout. Called Zuto on the 16th for a refund of the cost of the temporary insurance. I was then told that they didn't categorically say the payout would be on Saturday. The problem was that they didn't say anything about the payout.
So since then I've been back and forth - told different things. No one wants to take responsibility for the misinformation and expect me to be out of pocket after i incurred expenses based on the inform received from Zuto. Finally 30th January 23 spoke to Dexter Harris in complaints and he said he couldn't see anything logged on the system, but he will check. I then get an email from Dexter saying that, it was investigated and now closed. However, no one had spoken to me during the investigation or informed me of the outcome. When I called to discuss the email Luke said that they had selected a call and not listened to all calls and didn't hear anything guaranteeing a Saturday payout.
Today 31st spoke to Dexter, he tells me that I can get the call transcripts which will take 30 days to sort out. Dexter refused to tell me who supposedly listened to the calls and refused to put me through to a manager.
I have been fobbed off by Zuto on all fronts and they consistently lie and refuse to deal honestly with the complaints. I can understand why they have a backlog of complaints going back to Christmas
Complaint 2.
The car was finally collected on the 21st January, whilst driving back, the car wouldn't go into gear or neutral. Had to switch the engine off and restart the car. Approximately a 5 mile journey. Called the dealer and sent a message. Got no response. Called Zuto on the Monday 23rd, told that Adam would contact the dealer Mayfair Motor Solutions Ltd (Marble Arch) avoid at all cost unless you are buying a prestige car. As usual no call back from Zuto. Dealer sends a mobile mechanic in the evening who said the clutch had gone, leaking slaves and stiff gears. Car under warranty and dealer refused a courtesy car or to do the repairs - told Zuto that I burnt out the clutch. So now I have to wait for an ACE inspection, Zuto sent the request on the 27th January.
I would recommend that you get everything in writing from Zuto, they can not be trusted.
This a true and accurate account of my experience.
Reviewed on: 31st January 2023
