“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.”
“Zuto Finance has proven to be a nightmare from start to finish. My experience with them has been nothing short of a prolonged ordeal filled with frustration, financial strain, and ultimately disappointment.
My grievances with Zuto Finance began in July 2023, when I encountered issues with a vehicle financed through them. Despite reaching out to address these issues promptly, what ensued was a seemingly endless cycle of delays, excuses, and blatant disregard for customer satisfaction.
One of the most infuriating aspects of dealing with Zuto Finance was their deliberate prolongation of my complaint until I had no legal recourse left to return the vehicle. It's clear that their strategy was to exhaust me into submission rather than genuinely addressing my concerns. This tactic is not only unethical but demonstrates a complete lack of integrity on their part.
To add insult to injury, during the months when my complaint was being "investigated," I was advised by Zuto Finance not to use the vehicle. This impractical suggestion not only rendered the vehicle useless but also resulted in me incurring exorbitant expenses for alternative transportation arrangements. The fact that they failed to offer any form of compensation for this inconvenience is utterly appalling.
Furthermore, when I reached out to express my inability to sustain these financial burdens any longer, Zuto Finance conveniently waited until the mileage on the vehicle was at a critical point before taking any action. This calculated move demonstrates a complete disregard for the well-being of their customers and further solidifies their prioritization of profit over customer satisfaction.
In conclusion, my experience with Zuto Finance has been nothing short of a nightmare. Their incompetence, lack of accountability, and disregard for customer welfare have left me deeply disillusioned. I strongly advise anyone considering financing a vehicle through Zuto Finance to proceed with extreme caution or, better yet, explore alternative options altogether.”
“I have used a Zuto previously several years ago and had a positive experience. However I purchased a car through zuto on 28/07, unfortunately I chose to reject the car and notified Zuto and the dealer immediately after delivery of the car. I was assured by Zuto the process would be quick and resolved quickly. It’s now been over THREE weeks since I notified Zuto I wanted to cancel the finance agreement and over TWO weeks since the car was returned to the dealer. Over the last couple of weeks I have had to call Zuto repeatedly to find out when they are going to contact the finance company to cancel the agreement; each time they either leave me on hold, cut me off or I end up speaking to a different person every time who can’t help to resolve the issue. Zuto received the funds back in full but still have not returned said funds to the dealer despite it being over two weeks since the car was returned. I am left paying for a car I do not have because of Zuto lack of customer service and basic consideration. Zuto are quick enough to answer the phone if you are calling to accept a car however if you need their assistance afterwards, they don’t want to know! Their customer service is appalling.”
“No words to describe how amazing and trustworthy this company as a whole is..
Top call customer service and decent quality cars and quotes..
Would definitely recommend to every one”
