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Cars On Demand Reviews

4.2 Rating 60 Reviews

80 %

of reviewers recommend Cars On Demand

Company Reviews

4.2

Based on 60 reviews


Shipping & Delivery
Delivery Methods	Own Driver
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Under An Hour

About Cars On Demand:

Short Term Flexible car leasing

Visit Website

Phone:

03333232670

Email:

sales@carsondemand.co.uk

Location:

Walton Road
Wetherby
LS22 5DZ

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Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I wouldn't even give them 1 star. I leased with them as I needed a temporary solution. They were quick to get a car out, however things went down hill the moment they collected my car. There was the faintest of alloy damage on 3 wheels to which they charged 100+ vat which is ridiculous, not only did I not get my deposit money back after one inspection at my property and another when it got to Silverstone but now few weeks later they send me another invoice saying they identified a damage 2 weeks after taking my car! TLDR; do not use! Go to select car leasing or others who have been doing this for years and comply with BVRLA. Stay away! I've read others saying they give excellent support for a quick sale but it's all downhill after.”

Dear Anwar, We regret that you have felt the need to leave a negative review and to do so anonymously, however the information you have posted on the review site is both incorrect and untrue. When the car was collected, all of the items of damage were noted and pointed out to you. At the time, you accepted them and signed our collection documents (along with photographic evidence) to confirm the damages and did not dispute repairs would be required. Once you were advised of the repair costs, you stated that you felt they were too expensive and that you could have had them repaired at a lower cost - even though you did not arrange to repair them yourself before the return of the car. We offered to let you obtain a quote from a Kia approved repairer, and if the price they quoted was cheaper than our costs, we would price match. We gave you until 5PM on the 21st September to supply this, however, you failed to do so and therefore we sent you the final invoice for the repairs. On this basis, I sincerely hope you will amend your review or remove it as you had previously suggested the service had been very good. Yours Sincerely Paul

“In short - AVOID! Not a value for money you will be paying. There are two parts to my experience with this company. First - delivery. It was on time and relatively painless. From that point onward it was all downhill culminating with handback of the vehicle itself. If you are looking to go ahead with this company be prepared to pay extra £35 on top of each parking ticket, fine etc. Don't forget, you still have to pay the fine itself. Now, the actual handback. What you need to know is that this company does not have a complaint procedure (an impartial body that would assess complaints based on evidence). Instead, all complaints are handled by the company's director who is the same guy who issues invoices for additional payments. You can guess your chances of winning any appeal here. During the handback their agent inspected the car, took photos and drove the car off. A week after I have received report flagging up additional damages that weren't visible by the naked eye. Those included alleged polishing of 4 alloy wheels that were not done to "their" specifications. They quoted £115 + VAT for each alloy for repair. The rate itself was pure extortion (for comparison, going rate in regular workshop is £70-100). I need to point out here that two alloys had no visible markings on them and 2 alloys had just a minor scratches (which should come under regular wear and tear anyway). This was included in the original handback report. I wrote to Cars on Demand stating that 2 wheels were returned in the same state they were received but claim was simply rejected by their commercial director without an evidence or explanation. Finally, don't forget, you will be paying extra premium rate for the car lease anyway (£526 per month for BMW series 1)”

Dear Omer, We did not reply to your comments until now as you were given the opportunity to supply supporting evidence for some of the claims made and we had offered to credit costs back if the claims you made regarding the repair costs could be substantiated - you have not done this and we hope you will now accept that your claims are untrue. With regards the invisible damage, images of all of the damage were supplied and could be viewed easily with the naked eye. All items noted were in excess of the return standards that were sent to you prior to the collection of the vehicle. Along with the return standards, a list of repair charges was also supplied in order that you would be aware of any potential costs should there be any items of damage giving you the chance to arrange any repairs prior to the return of the car, which you chose not to do. With regards the repair prices, our prices include the repairs being carried out to the correct standards and the time to move the car to the repairer etc. and are very competitive vs a similar service from manufacturer authorised repairers. The administration charges for fines are clearly detailed in all documentation sent to you at the time of entering into the hire agreement, in addition, we are not in control of the vehicle and have to manage the processing of any fines that you incur - clearly it is only reasonable that we recover the costs of your own incursions which we cannot be responsible for. We followed our complaint procedure and management of your disputes, answered every question raised and forwarded relevant images etc. The members of our team involved in the initial assessment and then responding to your queries are separate from anything to do with invoicing. After you escalated your issues, a Director became involved (who is not involved in invoicing) and we always prefer to try and amicably resolve any dispute. With regards your comments about the lease rate, we do not understand what your point is here, the rate is proportionate to the short term flexible nature of the lease and not comparable to a 3 / 4 year lease rate, and you entered into an agreement on this basis and were happy with the rate when you entered into the arrangement. In summary, we regret that you remain unhappy despite our best efforts to resolve your issues, including awaiting you forwarding documents to substantiate your claims which were not forthcoming. We believe we have followed a fair and thorough process throughout and regret that you feel it appropriate to leave an inaccurate review.

“DON'T DO IT - Seriously. I rented a vehicle for 28 days for roughly £380 - my final invoice £1,362.00. There was general wear and tear on the vehicle upon its return, a chipped light, scratches from getting in and out of the vehicle and a scratch on the underneath of the grill and they refused to cover it with their own insurance or under general wear and tear. For this price go to a reputable 28 day leasing company like Hertz - for the same price with more included in the agreement and worry free, consumer friendly insurance and terms. I escalated this to the commercial director James Birch - he didn't even have the decency to call and discuss the matter, hiding behind email communication only. I read a review similar to mine and I ignored it, thinking it was the consumers fault, or it wouldn't be a major cost, or it wouldn't happen to me - it has now happened to me - seriously do not do business with this company.”

Dear “Anonymous” We note that you do not wish for your own name to be published however you are happy to name members of the team that attempted to help you. We also note that you left an earlier anonymous review using another person’s e mail address hoping we would not be able to identify who had left the review. You have been supplied with all of the images of the damage to the vehicle that were noted when collected – items that were time stamped and signed for by the person you nominated to hand the vehicle back to us. The bulk of the charges relate to the front headlight unit which has significant damage and requires replacement. The general wear and tear and light scratches you refer to include a large gouge to the underside of the front valance and the OSF door had significant scratches along the entire panel that penetrated all the way to the primer. The OSF interior door shut also had a large chip that penetrated to the primer. Quite how you could consider these fair wear and tear is simply incredulous. You clearly misused the car and now do not wish to take responsibility for your own actions. We do not supply insurance with our cars nor do we cover damage caused by customers on our own policy – the significant damage caused by yourself was signed for on collection and was your own responsibility. We note that you paid for this upon receipt of the invoice. When we make mistakes we will happily admit to it, in this instance however we have only recharged you for the significant amount of damage you caused to the vehicle. Yours Sincerely, Paul Brown Managing Director.

“Really poor communication about Fair wear and tear expectations. We were charged a large amount over 600 pounds for scuff marks to wheel hubs over the 5 month lease. We also had to hand back our original car for a newer car which was inconvenient and then we were charged again on scuffs for this new car. We are good drivers but tyre design theses days means its virtually impossible not to scuff wheel hubs especially over long hite periods. The moral of this story is buyer beware as hidden costs mean you end up paying more than normal car rental.”

“Avoid this company at all cost! Cars on Demand charged me £558 for just FOUR hairline scratches and small (100mm and less) scuffs bearing in mind I had the car for 5 months. I argued that this was down to regular wear and tear resulting from regular use but to no avail. What is interesting is that the contract doesn't specify what the company considers "unacceptable" damage and there are no details on the charges for such. I got this information only AFTER I signed the contract as part of the handover document. Make sure you check it carefully and take your own photographs upon delivery and collection. They will charge for every tiny mark individually and the total bill can be pretty high. Also, as they are not members of BVRLA they don't subscribe to the BVLRA standard and you will not be able to take your dispute to them. My advice - stay well clear of this company and go with a reputable firm. It will be cheaper in the long run.”

Dear Ilona, We regret that you feel this way about the end of life charges and the contract dates. We had sent a contract extension which you signed for. You then asked to terminate the agreement several days later. Whilst each extension is for 28 days, we did offer to make a refund should we find another customer to hire the car. Unfortunately, this was not possible due to the car only having 1 month left on our fleet. We offered you a credit of £100.00 as a gesture of goodwill which you accepted. Unfortunately, having reviewed the details of the damage on the return of the car, we cannot accept your view of the level of damage. The door sills at the rear passenger side and both front and rear door sills on the drivers side, had large scratches and dents that required local repairs, along with a large deep scratch on the bumper top and a deep chip to the bonnet. All of these exceeded the fair wear and tear standards that had been sent to you prior to collection. Due to the extent of the damage and the large costs involved in repairing cars, we could not absorb these, however we did mitigate them as best we could. Once again, we regret that you are unhappy about the charges however, having reviewed the case and all of the damage notes, we feel that we have been fair with the charges and allowances made. Kind Regards Cars on Demand.

“Keep away from these cowboys”

“After numerous emails and stating to remove my review or they will or take further action I have been forced to delete the text but my review still stands I just can't write about it”

Dear Laura, We regret you feel this way however, the comments you have made are simply not true. The reviews left were defamatory and we simply asked you to remove the defamatory comments, we did not and would never ask for a review to be removed. Unfortunately, you damaged the car and it has to be recharged. Whilst we understand you are unhappy about this, had the damage not occurred, there would be no charges. We accept you disagree with the inspection and we had agreed to retain the alloy wheels for you to have inspected along with arranging for the car to be inspected to ascertain the damage costs etc. Our team agreed a repayment plan with you which you had accepted. Once again, we regret you are unhappy.

“Prompt service no messing around, car here at time specified which and i was given an hours range as arrival time not just morning. Thank you Jenny!”

“When my car got totaled, Cars-on-Demand seemed like a good option while I shopped around for a permanent replacement. The service provided by Cars-on-Demand was professional and courteous. The reason for my very low rating is due to Cars-on-Demand insisting on charging me for the tiniest of barely visible scratches - all on the tyre rims. Something that would normally fall under wear and tear! Bear in mind that some of the scratches were so minute that even the very thorough inspectors did not see them while inspecting the car on pick-up at my property, and yet, somehow the eagled-eyed staff at the company office were able to spot the scratches from pictures taken by the inspectors on a mobile phone! In total I lost £444.00 from my deposit which I am really not happy about! My complaints fell on deaf ears. Because of this I will NOT be recommending Cars-on-Demand to anyone.”

Dear Onuora, Thank you for your review and we are delighted you found our service to be professional and courteous. Regarding the recharge for the alloy wheel, there was only one charge for £102.00 including VAT. The collection driver did note this at the point of collection and you signed confirming the visible damage which required a full repair, as it did not fall within the normal wear and tear guidelines sent to you before collection. All images from the collection along with your signature were sent to you via the link from the collection app. We regret that you found it necessary to raise this as we refunded your deposit minus the £102.00 immediately that this was confirmed with you - we are unsure as to what the £440.00 in your review relates to - please contact us as we have not made a deduction for this amount. Once again, we are delighted you found our service to be good and we regret that you could only leave a 1 star rating despite our best efforts. Yours Sincerely, Paul

Dear Onuora, Thank you for your review and we are delighted you found our service to be professional and courteous. Regarding the recharge for the alloy wheel, there was only one charge for £102.00 including VAT. The collection driver did note this at the point of collection and you signed confirming the visible damage which required a full repair, as it did not fall within the normal wear and tear guidelines sent to you before collection. All images from the collection along with your signature were sent to you via the link from the collection app. We regret that you found it necessary to raise this as we refunded your deposit minus the £102.00 immediately that this was confirmed with you - we are unsure as to what the £440.00 in your review relates to - please contact us as we have not made a deduction for this amount. Once again, we are delighted you found our service to be good and we regret that you could only leave a 1 star rating despite our best efforts. Yours Sincerely, Paul

“I leave a 1 star review to ensure future customers read this as a warning. CoD's service in terms of providing a timely and clean car are fine. They are also responsive over email with any queries. The thing to flag is that upon return of the vehicle (particularly if you have used it generally for a a few months) is to not to expect to receive any of your deposit back. CoD will send two team members to spend nearly an hour inspecting every panel of the car and finding the tiniest of scratches and minute damage, before providing you with a bill. Rather conveniently, the cost for repairing the damage is almost exactly the amount held as deposit. The repair costs are significantly above market price. Whilst some of the damage on the car, I agree, warranted a minor repair, a lot of it is just general wear and tear that happens. CoD appears to want to receive its cars in showroom or brand new condition and will charge you (a lot!) to return them to such condition. I therefore advise that you either arrange the car to be professionally valeted and polished prior to handing back - or accept that you will not receive any of your deposit back. Failing that - use another company! Shan”

Dear Shan, We regret that you feel the need to leave a negative review as we believe the experience overall with your lease and the car was very good. In terms of the return standards, due to the age of our cars, as you would expect, the return standards are higher than would be the case for a 2 - 4 year lease vehicle. We do however before collecting our cars forward a return standards document detailing what is fair wear and tear along with guidance as to our charges for repairs. Customers may also arrange to have the vehicles repaired prior to return provided they are repaired to the manufacturer's standards. With regards to your vehicle, the largest item was the front bumper - I understand you felt the need for a repair and respray was not required as you felt the damage was a scuff, however alongside the paint damage, the valance underneath was also damaged and gouged hence the reason it required both a repair and respray. The offside and nearside front doors also had scratches that you felt could have been removed with a valet. Unfortunately, this was not possible however they were repaired with a local flat and polish repair which takes longer than a valet. The offside rear alloy wheel you felt should be a standard repair, however, the wheel is a polished alloy and therefore more expensive to repair - as per your request we also sent you the images from delivery and collection to confirm this was new damage and not already on the car. The nearside rear door shut was also scratched and this was also repaired with a flat a polish. The tailgate trim, offside rear door trim and boot floor plastic trims all had gouges that required textured repairs. With regards to the costs, the total repair costs were £795.00 plus VAT (which we do not keep). As per my email to you, our charges also have to cover the downtime of the vehicle and any costs incurred to take the vehicle for repairs which include both driver time and fuel. In an ideal world, we would rather not have to recharge any damage costs as they are the largest area of dispute, we do however always try to be fair with our assessment and charges - it would be much easier and more cost-effective for us if cars were returned without damage or with the damage already repaired to a suitable standard as we do not profit from damage charges. Once again, we regret the need for you to feel the need to leave a negative review however we do understand that lease return charges are always unwelcome. Yours Sincerely, Paul

“I rented an Audi Q3 for several months. Set up and car delivery were really good. However everything afterwards was poor. I received a ULEZ congestion charge, which Carson Demand insisted on paying despite my protests because they then slapped me with a £30 administrative charge. After protesting, they allowed me to pay the fine and removed the admin charge. Finally when the car was collected, it was during the Covid lock down and the car was not washed (car washes were closed). Cars on Demand despite agreeing to waive the charge, added cleaning costs and charged for minor scratch repairs to the tune of the deposit plus hundreds of £. Cars on Demand will fleece you when it comes to minor scratches/scrapes, which any ordinary bodywork garage could fix for a fraction of their charges. Be warned!!”

Dear Mr Goring, We regret we you feel the need to leave a negative review, particularly as the comments you have made are not accurate. With regards the damage charges, the car was returned to us in a very poor condition with deep scratches to the off side front and rear doors, off side bumper, damage to the near side rear wing, door and near side mirror amongst multiple other items. Images of all of the damages were sent to you along with the confirmation that the car was delivered to you without any corresponding damage. Prior to us collecting the car, you received our wear and tear guide, along with the pricing matrix for any repairs. Despite being aware of the damage, you did not arrange for the vehicle to be repaired yourself and therefore returned the car to us requiring us to complete repairs to the significant amount of damage you had returned the vehicle with. If you could have completed the repairs more cost effectively to the same required standards you had the opportunity to do so. Our prices are in line with repairs for a similar standard of quality and finish and we also include the costs incurred in transporting the car to and from the repairers plus the downtime resulting in the car not being useable. With regards the cleaning of the car, you had the opportunity to clean the car yourself prior to collection, however you chose not to do so and the car was returned a filthy condition and took over 2 hours for 2 people to clean. It is unreasonable for us not to have to recharge this as it was a cost that you could have avoided regardless of being in lockdown – garage vacuum cleaners and car washes were open still. Regarding the congestion charge, as explained to you when queried, any fines incurred are the responsibility of the registered keeper and as such unless we can represent them and the issuing authority assign them to you, we have no option but to pay them and recharge them to you. We make an administration fee for doing so. As you were in control of the car you could have elected to pay the congestion charge prior to entering the zone and avoided the fee. We also offered to remove the admin fee if you successfully appealed the charge which you claimed was sent in error. All charges and standards were supplied to you prior to delivery and / or collection, and to suggest that we somehow “fleeced” you is completely unjustified, particularly in view of the very poor condition the vehicle was returned in. Whilst we readily accept criticism and negative comments when we have failed to provide a service to the high standards we set ourselves and use any feedback to continually improve our service, untrue and unjustified feedback as in this case is unwarranted and unhelpful. Paul Brown Managing Director

“I was declined for a car but hadn't been given an indication of the reason for the decline. I feel the tone of the email I got was not friendly, and in my view I made a lot of effort into the application process, including providing a deposit. I do not feel the system of validation checks are fair, or reasonable because it doesn't enable the customer to understand how they have reached a commercial decision decline the application. You go to a bank and they decline the application - they will say it's down to credit scoring and refer you to external agencies. I spoken to the Sales Director and his response was rather abrupt and rude in my opinion. ''We are not at liberty to pass this information, your application has simply been declined. This can be for many reasons.'' This email does not in my view give an indication of what it is I have done wrong to be declined - is it a personal issue, is it my credit file, - no idea.”

“Our long-term rental with Cars on Demand has been a great customer experience. Jenny was super helpful though the whole process. We returned from overseas and found we could not get car finance so looked for a long-term rental. Jenny helped every step of the way and I asked many, many questions. We have been thoroughly satisfied with the car rental experience.”

“Excellent, efficient service from all departments Wide range of new vehicles Ideal for long or short-term car contract”

“Dealt with Ben and have to say service from start to finish was excellent, he got the job done with speed and efficiency, which is all we could ask for. Will definitely recommend.”

“In the beginning, it seemed like a good company to use. But it turned out, the communication wasn't best from their side. Sales guys forget to tell about information regarding to how to terminated the contract and how to return the car. Also my contract says, I had to give them 48 hours to arrange the pick up (and not 48 working hours), so I have called them on a Monday to pick up the car on the Friday which they were not able to do. They eventually take the car on the following Monday but they charged me for an extra 3 days of use, I have asked them to be flexible because it is not my fault but I got a rude response instead. Within a few days they took the money for the extra 3 days but I had to called them at least 3 times and wait at least a month to get my excess deposit back.”

Dear Sandor, We regret that you are not satisfied with the way the termination of your lease was managed. With regards the issues raised, your contract renewal notice for a further 28 days was sent to you on the 23rd December 2019. You contacted us later on the 23rd to request a collection, and we advised that the 48 hour notice period meant that (due to the Christmas break, bank holiday period and weekend), the earliest date this could be completed was the 30th December, and advised that the 3 days of use of the car over that period would be chargeable. The cars was collected on the 30th and you paid for the 3 days. We requested the account details to which the excess deposit was to be returned on 3 separate occasions over several weeks. Once you finally supplied these, we returned the deposit to you within 48 hours. Yours Sincerely, Cars on Demand.

“Easy to deal with, competitive and flexible. They always have suitable cars available and ready on time.”

“First contact was a call to the office, spoke with Jordan, he was very helpful and very friendly, we had many questions for him and he patiently answered all of them. He I'd definitely an asset to the company! Keep up the fantastic work!”

“Great service. I would recommend Cars on Demand for car leasing without hesitation. Jordan Thackray was excellent and dealt with all my questions quickly and made the whole process really easy.”

“Leased a car for 6 months from Cars on Demand, had exceptional service from all the team from the start to the end, would highly recommend them to others”

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Cars On Demand is rated 4.2 based on 60 reviews