Autohero España Reviews 9,218

I loved the Autohero website, it's well-designed, clear, and very upfront with any vehicle imperfections. However, the positive experience ended there! I found a car and reserved it, I wanted to pay cash as it gave me the option to pay cash on the website. The website informed me that I would receive a call within a business day, but four days later nothing so I ended up having to call them.

I received a call that afternoon from a sales agent called Rafa, he told me I was unable to buy this car with cash and I had to finance it despite it telling me I could pay cash on the website. I was confused by this and eventually gave in a put a finance application in for the minimum (3000 euro) as I really wanted the car, he said I could just pay it off and cancel the finance within 2 months.

I was concerned by this so I emailed customer service explaining the situation, and to this day they haven't replied.

When you reserve a car through Autohero you don't actually reserve it, people can buy it from under you. So, as I was waiting to hear back with the results of my finance application the car was sold to another customer.

In all honesty, this was probably the worst car-buying experience I have had. You need to be able to reserve a car with a deposit, you can't pressure someone into agreeing to finance a car when they don't want to and have the means to pay for it, and you have to call someone back within a day, four days is not good enough.

I ended up buying elsewhere.

Car is in good condition, all steps covered instructed by emails.
Important at thing - they have English speakers, what is unusual for Spain and really good.

The whole buying process has been dealt with very professional, quick and reliable

It was my second experience with Autohero. The whole proces is almost perfect and very professional. Much better than f.e. at Flexacar. Very nice people that are very helpfull. The delivery was exactly in time. The sale of my car took about 1,5 hour but was very thorough and no arguing about small things.
The car is as brand new. Very clean on the inside.
The only thing that could be improved is dat people keep contacting me in spanish while they should now I speak english. When I call back I hear a spanish menu which I do not understand. I know f.e. hospitals that ask you first if you want to speak a spanish or english talking person before entering the menu.
Off course I have to learn Spanish better but if you want to sell cars to foreigners it would be a good service to meet them in English because if you buy a car you dont want to miss some important details because you do not understand the salesman or -women well.

This was my first-time purchasing a car online and it was a great experience thanks to Autohero. Everyone I spoke to provided great customer service and they kept me updated every step of the way. We love the car and would highly recommend Autohero.

My experience with Autohero was absolutely fantastic. I was a bit dubious about buying a car online, but Autohero remained in contact through every step of the process to make sure I understood everything. The delivery of the car was fantastic - it arrived in immaculate condition and the delivery person explained all the features etc. I've only had the car one day, but so far everything seems great!

professional, serious, punctual and efficient
I recommend Autohero

UPDATE -- for the reply: That's a total lie, reserving is available for cash payments, just not for finance, which means whenever someone tries to finance, he will always have the possibility of someone coming to buy with cash and taking it while in the process, what's worse, is that the process for finance is completely cancelled, so you can't be auto approved for next purchase if you want.
+ I sent all the documentations the same day I saw it, so it was pending finance entities response only, not from my end as you make it look like I took time to send the documentations.
You could have enabled it as decent merchants do, or just say we don't allow this for finance clearly..
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Original review:
Went to see the car, applied for financing, there were no option given to pay to reserve. Sent all documents needed at the soonest. After 2 days contacted the agent to assure it will not be taken until they reply, and he assured me that, 20 mins after that I got an email the order is cancelled because it's not available anymore.

My experience with buying and selling a car with Autohero has been extremely bad.

I decided on buying a car and selling mine at Autohero’s. The first problem was that the company’s documents department is incompetent. They do not know which documents are required for a non resident to buy a car in Spain. They insisted that proof of address can only be padron, which is impossible for a non resident. After days of trying to convince them at long last some gentle soul did persuade them that Spanish law also applies to Autohero and an address may be proven with utilities bills and/or an escritura/rental contract. This was bad experience number one.

Autohero has this very appealing marketing concept, that you can transfer the money for the car via immediate bank transfer, when they bring you the car. But according to my bank – BBVA - an immediate bank transfer can only be made of 900€ but under special circumstances the amount may be raised to 5.000€. Again according to BBVA this amount is set by Banco de Espana and cannot be changed by a commercial bank. As my payment by far surpassed 5.000€ I then had to transfer money before delivery. Bad experience number two.

Bad experience number three was delivery of the car and exchange of my car. We had scheduled delivery at 16.00 on the particular day. At 14.19 I received a call on my Danish phone that only rang twice and then was disconnected and my wife got a similar call at the same time on our Spanish phone, which she did not either succeed in answering because it only rang once. As Autohero could not reach us – and they did not try anymore – they unilaterally cancelled the delivery.

Then came the fourth bad experience and by far the most serious part of this car deal gone wrong. We agreed that the car should be delivered the following day, and Autohero showed up precisely when agreed, My car, which is 13 years old and once was a very expensive car, was assessed by the Authero employee. He said it was in perfect condition and very good in every way, but then lightning struck. I had told him, as truth is, that I had imported the car from Germany in 2018 and he relayed that to Madrid where all decisions are taken (no empowerment of staff in Autohero, no sir).
Although there is a perfect service book on the car with all inspections and services done, the person with a devious mind in Madrid decided that, because the car was imported from Germany, there must have been fiddled with the mileage of the car, because the car – a cabriolet – has a reasonable low mileage for its age but wear and tear to match the low mileage as witnessed by the Autohero employee at our place. The low mileage is understandable, because we bought it from a family in Germany, where it was second, or maybe even third, car, and we only stay in Spain for 4-6 months a year and for us it is also a second car.

But this unknown person in Madrid decided without any evidence at all – actually the evidence on the car was on the contrary – that either the family we bought it from or us as a family had tampered with the mileage. This is quite a serious accusation, but nevertheless that was what the faceless person in Madrid claimed. Subsequently Autohero decided to cut 25% of the agreed price for our car. And only based on the car coming from Germany. You really have to have a special mind to accuse someone of committing fraud with no evidence at all.

Obviously I cannot accept neither to be accused of committing fraud nor to be paid less than market value for the car, so the deal was cancelled. I am convinced it was Autohero’s plan all along to cut the price somehow. And as the car was perfect the only option for Autohero was to claim fraud. I will never ever again do any kind of business with Autohero – I would rather torch my car in the campo - and I urge everybody not to do any business with them either.

Autohero is not an honest company and cannot be trusted – at least if you want to sell your car to them.

They get one star partly because you cannot give less and partly because they did give me my money back.

Update upon Autohero's response on May 24th to my initial review:

I have not been able to find any information about Autohero not being willing to buy imported cars anywhere, so this information may certainly be well hidden.

Furthermore it should not have come as a surprise to Autohero on the time of delivery, as my car was from 2010 and it had K-license plates, which indicates that the car is registered in Spain in 2018. All this information was given to Autohero at the time of Autohero's initial offer on my car. A competent and decent business organization would have found this out immediately based on the given information.

I thank Autohero for the answer. Unfortunately the answer does not sway my opinion about Autohero: Stay way from doing business with this company.

Good morning
I have tried 3 times to purchase a car from yourselves and 3 times the order has been cancelled Despite sending all the I.D. paperwork AutoHero asked for my orders are then cancelled with no explanation.
I even used my solicitor to help with the language difficulties but no improvement from yourselves except to say my order has been cancelled by me which is not correct. The first time I ordered the car, I was given a delivery period 17/3/2023, I asked Autohero to deliver on 24/3 as it was the earliest I could get out with flights. On the 24/3 I heard nothing about the car delivery and when I asked about the delivery I was told someone in Autohero had cancelled my order. I decided to go up to Toledo from Murcia to try and get the car sale sorted but I was told I could not get the car even if I had it paid for as the government had not released the paperwork. I did get to see the car in the compound but it was not ready to be delivered.
Today 30/3 I received another email from Autohero telling me they have processed my cancellation. I did not cancel the sale so why are you processing my cancellation?
If a non resident buying a car takes a longer period of time to purchase that's fine, just tell me so I know the time needed to complete the purchase.
This is my first time to buy a car in Spain and online. All the 5 star reviews helped me decide to give it a try. I like the way you see the cars and all their faults but my experience has been dreadful.
However despite all my troubles trying to buy the car I still want to proceed with the purchase.
Would it be possible for a someone who has a good understanding of English to contact me please? I'm sorry my level of Spanish is poor.
I'm due to go out in May for a break and maybe the car could be ready by then please?
Thank You

Second time dealing with them and was a great experience this time around as well. Highly recommended.

Autohero delivered a car that is according to website and car was so clean even the motor . Strong recommendation to buy from Autohero than a dealer.

This is an update of my experience which I reported on the 8th October.
On the Monday 10th I received a call about 09:30 from the driver, he was about to leave Sevilla and wanted to be sure that I would be home at 13:00. Overwhelmed I assured him I would. About an hour later I take a call from Virginia, apologising for the grief over the weekend and asking if she could arrange a new delivery day! I asked if the driver who had telephoned earlier was not now coming? She did not know what was happening! She telephoned back to confirm that indeed the driver was already on his way. Does this company have any idea what is going on I ask myself!
The car arrived at 13:00. A very nice car, dirty but seemingly as described. The driver imparted that he had been contracted the previous week for the Monday. The Saturday delivery was never part of any plan... except the email they sent me and the phone call from Virginia.
We cleaned the car in the afternoon to find a large stone chip on the roof. I immediately contacted Autohero and to be fair they dealt with it professionally, I got a quote and they reimbursed me once I submitted the paperwork. So they got an extra star.
Now the grief starts. I had written to them describing the whole sorry episode and did not ask for any money for all the trouble and ruined weekend. I suggested that they offer me an upgrade to my warranty. It has now been 4 weeks and my multiple emails either go unanswered or answered with "we delivered on time" They did not, and I have sent them their emails proving so.
What an absolute shower.
The business model is a good one, but it's executed by, for the most part, low IQ staff, who make wild and inaccurate at best, blatant fiction at worst, statements, not only to customers but to each other.
Todays was the last email I will send to them, I will just write off the whole sorry experience and advise others to take care when dealing with this company.

When I first bought the car I couldn’t fault them-all paperwork was sorted quickly and car arrived in great condition earlier than expected. Unfortunately the car wasn’t powerful enough for what we needed so decided to return it (as per terms and conditions). This is where the nightmare started. I have had to contact autohero almost every single day for the past 3 and a half weeks just to change the car for another one. Every time I speak with someone, nobody knows what’s going on-the lack of communication has been absolutely dreadful and it is still far from sorted. I have had to hire 3 cars putting myself hundreds of euros out of pocket because I keep being told it will be sorted by such a day and it hasn’t! Extremely unhappy

Excelente ! Amables, resolutivos y comprometidos con el cliente

it was my first time to buy a Car through web, frankly i was a bit worry at the beginning, but actually i received the car in a very good condition, i am not exaggerating to say the car is delivered in such condition better than that shown in the photographs on Autohero Page. :-)
The customer service officers were so friendly & helpful, they gave me all required information concerning the car, insurance and documentations, especially it is my first time to own a car in Spain.
I strongly recommend Autohero to my friends

La gestion del comercial David Daniel Dubs y seguimiento ha sido impecable y la entrega por parte de Jose inmejorable por trato, flexibilidad y simpatía.

Bought an Opel Astra K Sports Tourer with Autohero, as over here in Asturias it is quite hard to find the stationcar you want without lots of effort and travelling. Therefore buying a car online in Spain, is a great solution to overcome such problem. Lot's of choice, you just have to be patient for your car to be advertised on their website. The support before ordering was great, the order process smoothly and in 2.5 weeks the car got delivered. Also the aftersales is perfect (had some administration thing that needed to be looked after). You can easily reach them, they call you back and nothing takes long. A very customer satisfaction focussed approach. I like that. Very happy, car delivered as expected, so couldn't wish for more.

Recomendable 100%

Recently bought a car from Auto Hero which came with a high quality aerodynamic roof rack exactly what I was looking for. However, subsequently discovered there was no key for the roof rack. After much discussion and two separate hour long journeys to their designated garage the roof rack was eventually replaced but with what appears to be a cheaper lower quality version which distracts from the appearance of the car and makes lots of noise even at low speeds. I will need to remove it and replace it with a better quality aerodynamic one which it was advertised with. If I had known they would not replace like for like I would have left the original one on the car. Very disappointed with their after sales service.