I previously had a contract with Zuto and the experience was seamless from start to finish. Because of that, I decided to use them again after being let down elsewhere.
I spoke to a salesperson named Rebecca, and I stand by the fact that at no point during our conversations was an admin fee mentioned. If it had been, I would never have proceeded with the deal.
The problems started when I went to collect the car and was faced with total miscommunication. Suddenly, they wanted to discuss exchanging my old car—something that had never been talked about before—and then they demanded an admin fee. I knew about the deposit, but I had absolutely no idea about an admin fee. They expected me to pay both immediately without any prior notification.
When I called Zuto to query this, they said they would check the call recordings and claimed they had told me about the fee. Even after this confusion, Rebecca never called to clarify anything. All I received was an apology and being told repeatedly that they couldn't help.
Even if there was some kind of misunderstanding, I felt the way I was treated was unacceptable. When I said I wouldn't be taking the car due to these hidden costs, I expected them to make some allowance or try to resolve it, but they didn't.
Later, they sent me a transcript of the call claiming the fee was mentioned, but it was very vague and I know for a fact it wasn't discussed. Although the case is now closed, I know in my heart that this wasn't handled correctly. I feel I have just wasted valuable time that money can't buy. To be honest, Zuto, I am extremely disappointed.
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