Cluno GmbH Reviews 212

Took Cluno car subscription. No compliants technically but the accounting team sends bills after 8 months of using the car without proper explanation.
I've returned the car in August 2022 and got a 125€ bill in May 2023. The team wouldn’t respond to my email when I asked for more information and took direct debit.

We haven't even got our car yet and I cannot believe how unprofessional this service has been. It's been 10 days since the date we requested to have the car dropped off and we still have no idea when it will arrive. We have had to send email after email, getting bounced around between different people and departments, just to get basic answers about where the car is and when we can get it. We offered to pick it up but it turned out the live tracker was wrong and it wasn't where it said it was. After rounds of emails, my husband received a Whatsapp message from a stranger saying that he could only drop off the car at 6 AM and offered no other availability. Maybe something changes once you receive the car, but so far there has been minimal customer service and the process hasn't been easy or simple.

The service in general and the customer service was good throughout the year when i rented the car from Cluno, especially that they delivered the car really fast (1 week instead of 4). The situation turned 180° by the time i gave the car back. Whithin the year the car got 2 damages, which I reported via the app. The first one was a 1 cm scratch at the side of the rear bumper. The second one was a long but shallow scratch at the right back door, probably someone on the street decided to key the car. Before the car is delivered back to Cluno, an expert (sent by Cluno) checked the car and told me the scratches are shallow and will not require painting the entire parts. Instead, they use the SMART-repair technique, which is much cheaper and more efficient. The next day i was surprised by a +600€ bill, apparently Cluno decided overnight to re-paint all parts which have scratches (door + bumper). I complained to the company, but this time the customer service was very uncooperative. They stated that they intend to charge me these unnecessary repairs, misusing the contract paragraph that customers have to abide by the deterrent fees.

EDIT:
Someone from customer service contacted me later and heard my situation with open ears. I have received a corrceted bill for the repairs with a much more reasonable price. I would like to thank him for taking the time and contacting me and understanding my situation.

Definitely recommend it for anyone who need a good new and clean car in a short amount of time and without going through the hassle of buying the car and registering and maintaining and re-selling it.

I am thrilled to have a service like Cluno in Germany as an expat it makes my life so much easier. I get the the car of my choice and I can easily switch them over time.

Their customer service is world class and my contact there Dario is perhaps the best. I wish that they scale up really fast and are able to disrupt the whole automobile industry.

I had booked a "Beratungstermin" call for 11:15-11:30 to ask about a couple of queries in my mind. Highlights of the call:
- The Customer Service person called at 11:21 giving me no notice that he would be late. That is somehow acceptable but when I expressed my concern for being late, he didnot even apologized and somehow got offended.
- No additional information was provided in the call that was not available on the website
- The CS guy was neither polite nor considerate.
What worries me is that if the customer service is so "unfriendly" for prospective customers, how unfriendly would it be once i become a customer and reach them with the problem
I was almost ready to abo a car from Cluno, but after the call I am seriously reconsidering if I should become a Cluno customer or not!
To conclude: Please improve your CS to be courteous and hepful! (Instead of rude and unfriendly)

I had a great experience with Cluno , so I went ahead with it for the second time. This time is a new model. The handover and inspection went smooth .I am waiting for the inspection report and will update here later how the experience on that was.

I wouldn't recommend cluno to any new customer.
We had a minor scratch on the door which we had reported it to them for which they never told us till the end what's the cost we need to pay inspite of the fully inclusive insurance

After keeping the car for a year and returning it in good condition other then the scratch we reported.they charged us a whooping bill of 1300 Euros for the scratch.
It was a shocking bill which I am not able to understand for that kind of minor scratch.
Please be careful with the terms and conditions

I must say that this has been one of the worst experiences for me as a customer. I usually try to solve these matters with the company itself, instead of bashing it online, but I have reached my limit.
The process of getting the car went smoothly. Cluno really wants to lock you in, and when you’re in, they don’t care about your experience any longer.

I had to take the car to TUV. I called Cluno — not once, but twice — to ask which documents to bring at TUV. Nothing, they said. When I got to the TUV, they wouldn’t check the car, because I only had a photocopy of the ZB1. That was all I received when getting the car. But, you need the original one; otherwise, you’re driving illegally. I wasn’t aware of this. As a foreigner, this is one of the reasons I chose Cluno instead of buying a car. I wanted these things to be done correctly. After a long time on the telephone with Cluno, thankfully the TUV-station checked it anyway.
Cluno promised to send me the original ZB1. Two months passed; nothing. After many (oh so many, it was like having an extra job) hours on the telephone and endless email-correspondence, I finally received the ZB1 in December. TUV was in August, got the car in April. That means I had been driving the car illegally for eight months. I repeat, eight months.

Cluno promised me compensation for my time and trouble at TUV. I didn’t receive one, even though I asked for it several times. I got a voucher for my trouble with the missing ZB1, even though I explicitly said that I wasn’t satisfied with this. At the very least, they should offer me a month free, as they offer new customers.

I am still missing a form from the TUV. After I’ve asked for it over ten times, I’ve virtually given up. TUV was in August, and we’re now in January, almost February.

Now, the car won’t start because the battery is flat. Cluno will not help me talk to Toyota (the people at Toyota doesn’t speak English, my German is terrible) to get it fixed, so I haven’t been able to drive the car for a week.

Maybe you get a better experience if you speak German. But I would say that if you don’t speak German, be prepared to get many snarky comments and no willingness to help you. They will do anything to avoid helping you. If you have any trouble at all, you have to fix it yourself, and it can take months and months. They will only throw a voucher in your face for your trouble, if anything at all. I have in no way received the “easy experience” that Cluno advertises. I would advise anyone who is considering Cluno to look elsewhere.

Kurz gesagt: Als ich ein Auto zurückgab, berechnete mir Cluno 3129€ für verschiedene zweifelhafte Gebühren, einschließlich bereits bestehender Schäden.

In short: When I returned a car, Cluno charged me 3129€ for various dubious charges including for pre-existing damages.

DEUTSCH: (Übersetzt auf Google Translate. English below):
Ich musste meinen Opel Astra nach nur 14 Monaten auf Wunsch von Cluno wegen Fahrzeug "End of Life" zurückgeben. Mir wurde gesagt, ich würde mir kostenlos ein alternatives Auto besorgen.
Ich habe dieses Auto ursprünglich von Cluno mit vielen Kratzern und etwas Schmutz von außen bekommen, was im Übergabeprotokoll aufgezeichnet wurde. Mir wurde versichert, dass ich diese Kratzer später nicht mehr bezahlen muss.

Trotz dieser Zusicherung erhielt ich nach Rückgabe des Autos eine Rechnung über 3129 €. Diese Gebühren setzen sich zusammen aus:
-Kratzer, von denen die meisten bereits existierten. 1828,56 €
-Unangebrachtes Isolationsmaterial im Motorraum. 696,37 €
-Innenreinigung. 363 €
-Außenreinigung. 242 € (obwohl das Auto von außen schmutzig war, als ich es bekam)

Als ich nach dem Bericht fragte, der den Zustand des Autos aufzeichnet, als ich ihn erhielt (mit meiner Unterschrift), schickten sie mir stattdessen den Bericht, der in Anwesenheit des Vorbesitzers erstellt wurde. ein Bericht, in dem die bereits bestehenden Schäden nicht erfasst wurden.
Nachdem ich erneut nach dem richtigen Bericht gefragt hatte, schickten sie ihn schließlich, ohne dass die Bilder den bereits vorhandenen Schaden aufzeichneten.
Nachdem ich nach den Bildern gefragt hatte (die im Bericht ausdrücklich erwähnt wurden), schickten sie mir einen anderen Reihe von Bildern, die an einem anderen Ort aufgenommen wurden - nicht dort, wo ich das Auto bekommen hatte (ich vermute, dass Bilder aufgenommen wurden, bevor das Auto an mich geliefert wurde ). Natürlich fehlen in dieser falschen Reihe von Bildern Bilder von der Seite des Autos, die den meisten vorbestehenden Schaden hatte. Was es mir schwer macht, ihnen zu beweisen, dass der Schaden bereits bestand ...

Dies ist nicht einmal das erste Mal, dass mir dies mit Cluno passiert ist. Einige Monate zuvor habe ich das Automodell gewechselt und sie haben versucht, mir 665,33 € für Schäden in Rechnung zu stellen. Nachdem ich dies angefochten hatte, berechneten sie mir 306,16 €

ENGLISH:
I had to return my Opel Astra after only 14 months per Cluno's request due to vehicle `End of Life'. I was told I'd get an alternative car at no cost to myself.
I was originally given this car by Cluno with many scratches and somewhat dirty from the outside, which was recorded in the handover protocol. I was assured that I will not have to pay for these scratches later.

Despite this assurance, after returning the car I received an invoice for 3129€. These charges were composed of the following:
-Scratches, most of which were pre-existing 1828.56€.
-Out of place insulation material in the motor compartment 696.37€
-Inside cleaning 363€
-Outside cleaning 242€ (despite the car being dirty from the outside when I got it)

When I asked for the report that records the state of the car when I got it (with my signature), they sent me instead the report performed in the presence of the previous owner; a report which didn't record the pre-existing damages.
After asking again for the correct report, they finally sent it but without the pictures recording the pre-existing damage.
After asking for the pictures (which were explicitly mentioned in the report), they sent me a different set of pictures taken in a different location - not where I got the car (I'm guessing pictures taken before the car was delivered to me). Of course in this wrong set of pictures, pictures of the the side of the car that had the most pre-existing damage are missing. Which makes it hard for me to prove to them that the damage was pre-existing...

This is not even the first time that this happened to me with Cluno. Some months before, I changed the car model, and they tried to bill me 665.33€ for damages. After I contested this they ended up charging me 306.16€

Less paperwork and professional service. I got referred by friend and true value deal compared to the market.

From start to end, I found the service offered by Cluno to be innovative, customer focussed, flexible, and above all cost-effective. I wholeheartedly recommend signing up with Cluno.

Very good idea , but needs more cars

Thanks for quick response and great service!

I had a really good experience when returning the car. I had added a few scratches to the car while leasing it and I was worried since these kind of paint repairs can get expensive. But they charged me a very fair price for fixing them.