Motability Scheme  Avis 

We were having issues with my husband ordering a new car because I couldn't get to the dealership.my husband spoke to a lovely lady called Heather and to say she was helpful is an understatement!she did everything that was humanly possible to help!she was very kind and talked us through what to do!to be honest if motability cloned her I honestly think there would be no bad reviews on here!!😊😊

You are a business not designed to be helpful but profitable some disabled people can’t be employed without the support of mobility so if your not one of the small amount of disabled people that do less than 10000 miles bad luck you don’t deserve help

After a half an hour wait for the call to be answered what should have been a simple request turned into a two hour " I'll check with I.T" "I'll check with E.V department" only for the Go Charge app failing and the the sign in to my account having an error code which no-one at Motability had a clue how to sort out.
So can't use the Go Charge app to charge my car can't use my Motability account to change a detail and the chap on the phone wasn't able to do anything either!
After 2 and a half hours on the phone achieved nothing except raising my blood pressure.
I've been with Motability 9 years this is a relatively new lease if they haven't sorted themselves out by the time my contract is up I will not be renewing again.
Motability is losing its way and not putting their customers first.
It will go to the wall and it will be their fault.

NEIL CHERRY AND LUCY EDMEADES.
IF YOU COME ACCROSS THESE ABSOLUTE LOWLIVES AT MOTABILITY BE VERY WORRIED..
Unfortunately, you can't leave 0 stars or I would. The Motability are offensive. Their staff are worse than patronising. They try to fob you off with cheap Chinese cars, even if they don't have the specifications needed for your particular disability. Dealing with them on the phone is a stress because they use the broken record technique and patronise you over and over again. Even if you are in the right, you will still be in the wrong when you speak to them, they have kept me in a car for 2 years, which is not adapted in spite of their own assessors, stating, I need an adapted vehicle, they offered me a grant, which does not meet The cost of an adapted car and they will not allow me to put the extra needed to get an adapted car, disgusting company, profiteering and taking advantage of disabled and vulnerable people. Absolutely horrible vile. I haven't got a good word to say about any of them. UNPROFESSIONAL, UNCARING VERMIN.
I PRAY THEY END UP WITH WORSE DISABILITY THAN ME.

As a disabled person I did not apply for PIP after my employers let go me at age 62 because I was no longer well enough to do my job. We struggled for 3 years on my Wife's part time earnings until I got my pension.
Since then my health has deteriorated further and I desperately need a wheelchair accessible vehicle (WAV).

Unfortunately as I am over 65 and not in receipt of PIP I cannot use the motability scheme so ive tried to save up for a WAV instead. Thinking I could bid for one at a car auction I thought I could get something decent rather than pay an extortionate amount at a dealership. Shockingly I found out that only registered dealers can bid for WAV vehicles at car auctions. Disabled people like me are excluded.

The Government pays Diverted Benefit Payments (approx. £2.8 billion to £3.4 billion yearly) to the Motability scheme. I can only presume that given how much they spend on the scheme they have agreed with the Auction houses that only registered dealers are allowed to bid. They appear complicit in excluding disabled individuals like me.

I guess someone is in someone elses pocket as vast sums are made whist the vulnerable disabled get exploited. Its unlikely I will ever be able to save enough to buy a decent WAV. I used to think Governments were committed to helping the disabled but not this one by the look of it.

My son reported that he got points on his license. Motability confirmed to me verbally that the call log from that date showed he had been put through to Direct line, therefore there is evidence he reported the points. He remembers the woman on the other end ‘not sounding bothered’ and just telling him it was fine. Do they record calls I wonder? I would like that checking as now they are refusing to insure him and claiming he never reported the incidents. I am not disputing the fact he got points and got his license revoked, that’s his own stupid fault…but to say we have ‘defaulted’ the agreement by not reporting this, when they have also told me themselves that he did report it, is disgraceful. I give their customer service teams zero points. Also, direct line blamed motability and motability blamed direct line. Sort it out! Disappointingly bad.

Good afternoon everyone,
I felt compelled to share my experience on Trustpilot regarding one of the remarkable staff members in the Motability Service team, Hollie. During a call about a challenging issue with my car that had been causing me significant anxiety, Hollie responded with exceptional patience and professionalism. Together, we navigated the details step by step, and her helpfulness and pleasant demeanor made all the difference. As our conversation progressed, I could feel my anxiety lifting. If any leaders are reading this, I believe Hollie truly deserves a raise or a promotion, or even both!

My husband is a Motability customer and has been for some time. We wanted to share our wonderful experience of speaking with Kitty at Motability.
Kitty spoke with knowledge, empathy and and at an understandable pace.
Lots being written on social media and in the press about Motability, however my husband has always been treated with respect and kindness, coupled with a vast knowledge of the scheme.

My son has diaplegic cerebral palsy and besides his disability he is about 80% compus mentos meaning he does not take as much in as normal (💙). Having been on the motability scheme for well over 20yrs and having no problems returning a vehicle in nearly pristine condition everytime we recently returned an Audi Q2 having initially paid over a £1000 advance payment 3yrs ago anyway apparently the procedure on returning a previous vehicle and picking up a new one is the salespeople have to do a full check up in order to get your Good Condition Payment which has now dropped to £250 anyway the car sailed thru that inspection however we only returned 1 key and i as a parent/carer for my disabled son was adamant that we only received 1 key when we first picked up this Audi from Warrington?? But it seems they put a spare key in an A4 envelope along with the documentation which my son put in his bedroom cupboard where it stayed for 3yrs i was non the wiser until after the inspection forms where completed by the salesman in the Vauxhall Showroom where he had to tick off that only 1 key was returned hence my son lost his £250 Good Condition Bonus which i thought was petty to say the least as this car was returned in forecourt condition with 120 miles of fuel in the tank!! Anyway after returning home and checking my sons room i found the spare key!! I returned it to the Vauxhall Showroom where the salesman contacted motability where they confirmed that because the box had been ticked for 1 key returned they could/would not give my son his Good Condition Bonus of £250!! So they couldn't just UNTICK a BOX as a gesture of goodwill?? 😡😡. My complaint has now been upgraded which means i have to send my complaint to the OMBUDSMAN??? And with past experience we know which side they will come down on!! As a final word to get a replacment key for our new Vauxhall would cost at least £300! The salesman says Audi costs will be significantly higher! ££££! Needless to say ive kept hold of that spare key having missed out on this £250 and Motability where quite happy for that to happen??? I suppose replacement costs will now fall on Audi to replace that key at their costs not Motability??? So beware Motability DO NOT CARE for you as much as they preach!! 😡😡😡🚘

Car breaks down. Car gets looked at and given back to me, still faulty as parts on back order. car is NOT road worthy!. 3 weeks later I ring mobility and say can you help with this?. they say ring RAC. RAC says ring dealership. ring dealership and they say ring mobility. Guess I'm stuck indoors with a dead car for ???
Will be giving the car back at the end of the lease and never using again!!!!
EDIT - Love the generic reply on here. Its like saying "sorry we gave you food poisoning, please have this voucher to eat here again"!! NO THANKS you didnt want to help when i needed it!! you just palmed me off!!

Edit added after response:

4th call was FROM Escalation tm - that YOU allocated to resolve.
Basically said 'we don't care how much preventable serious harm we cause or that you're disabled'.
Vile.

Awful experiences repeated 3 times in as many years.
This is about how Motability Operations chooses to fail those customers living in London region because there is zero governance, zero due diligence, zero escalation route from Customer Services who repeatedly refuse to escalate to someone with authority to make very, very basic fixes that exist.

Formal complaint raised 2 yrs ago about exact same issues after 102 attempted tel calls to resolve.
Which they didn't respond to.

Criticism of how systems of Motability Operations operate to obstruct and cause very real distress is listed in this govt report ( SSAC Occasional Paper 23: The use of public funds in supporting the mobility needs of disabled people - GOV.UK).
Including that they fail to be transparent, fail to ensure dealerships comply with the very lucrative contracts awarded and that their own systems don't comply with the Equality Act in place to ensure access.
Plus that Parliament literally set them up and indirectly completely funds them in totality to SUPPORT disabled ppl - not to use customer support to repeatedly state ' read the terms & conditions' or 'its not our job to contact the dealership when you cant' or set up KafkaEsque systems that stop essential repairs happening.

Last week a close friend had a low pressure light on front tyre. No obvious flat but got someone to inflate and assumed slow puncture.
Appt made at local ( very good) KwikFit. Car essential for being driven to hospital appts. inc that day and for several wks.
Tyre cant be changed as unique locking wheel nut missing from car - presumed not replaced at last service.
Carer supports to call Motability as EVERY SINGLE contact with the dealership has had to go thru them in the past because that and the other dealership Motability use are NOT disability accessible.
Same dealership charges £120 to collect the car for a service because that's the charge set if you are disabled.
Customer support refuses to call dealership.
Tells person to do the exact same nightmare dance that occurred on previous occasions which is to call RAC, tell them to tow to dealership ( with no appt or forward notice), tell RAC to get dealership to change tyre and then bring car back,.
EXCEPT RAC have stated numerous times to so many ppl in this region that no, they do not arrange the replacement appts they simply drop off the car to outside the dealership ( or KwikFit when possible) and leave.
They don't take instructions from disabled customers as it is Motability they have the contract with and expect them to arrange.
Furthermore across the entirety of the North London region RAC subcontract out ALL Motability customers to an out of area firm, who don't operate after 11pm and who are appalling. Their ave attendance time has been 11 hrs according to disability forums and then they keep the car at their pound outside of London until they can book a trailer .
Last time took 3 days with Motability refusing to step in.

There have now been 3 calls made to Motability and only after they were told treat as a formal complaint did they themselves call the dealership - not to request car is booked in but to ask for a new wheel locking nut to be ordered.

They are literally asking the dealership to complete one of Motability's own online forms to the Fleet Team so they can approve.
And not one of them could get thru ( 3rd person compassionate, with common sense and agreed to escalate).

4 days after the 1st call - and with an un driveable car, missed hospital appts and a missed wedding - someone from Escalations called the now extremely distressed, unwell customer.
Carer was present so again witnessed.

Really couldn't get a worse ( witnessed) f/u.
Repeatedly stated it was the customer's responsibility to contact the dealership despite 7 failed supported attempts and where dealership said call Motability and where there is zero tel ext option for Motability customers.
2 solutions were suggested by now extremely distraught at risk customer ( who's done this dance before):

- Motability partnership mgr emails dealership to request urgent completion of Motabilitys own online form to Fleet team.
This to request the tool to change the tyre- so not even to arrange an appt
OR
- A mgr in Motability Fleet Team completes the online form themselves and just orders like common sense dictates

So much obstruction.
Zero disability awareness.Making an already very vulnerable person even more so.
Zero compassion.
Zero clue about what their legal responsibilities are.
Zero cares what happens to this person.
Remembering this is the 3rd time Motability have done this.

What is the point in signing a contract for them to change your contact so much. It could have just read. You pay us no matter what and we can dam and will change when ever we want.
I feel I was lied to, end off.
This scheme used to be good but now I can only see it failing and in eyes the sooner the better
What a massive mistake we made trusting these people
The people on customer service are great and understand but that does not make it better.
A total scam

Confusing advice on an MOT fault from my first agent and a lot of frustrations but Chris from the phone-in centre was the one sensible person I spoke to all day. Thank you for finding me a solution Chris! The RAC were able to fix the issue at home and I’m now awaiting a retest

Every time I have contacted Motability they have answered all my questions as best they can it's not their fault the government has made things worse it's. It's not Motability to blame for the way dealers treat Motability customers i found tht my car broke down so many times the dealer wasn't helpful at all which is Hyundai Peterlee Kona is the worst car ever but Motability has helped me every step of the way been polite understanding and very courteous I am very proud to be a Motability customer and can't thank them enough if it wasn't for them my daughter would be confined to home 😀 so hats off to Motability and boo to the government

They have forgotten what the purpose of the scheme is. Reduced mileage allowances and shortened windows for applications and lease changeovers will leave people who rely on their vehicle to go to work and medical appointments without a vehicle.

Total rubbish service up to 3 days for pucher repair

My car went in for its first 2 year service only just over 11000 miles. It is a Seat and it needed new rear brakes, what a piece of rubbish this Seat is. It also needed new wiper blades and other things, Motability refused to do the other things but only the brakes they would repair, but the agreement states Repairs, Servicing,Tyres, Road Tax, Insurance and Breakdown cover is all in the deal, Motability has over 650.000 cars on lease, they have a monopoly on cars for the Disabled, we should have competition for this, we should have a few companies competing against each other, Big Banks now own Motability so they have not interest in Disabled people and giving them a good deal, only taking their money from them, The CEO gets £924.000 a year, And now they are reducing the miles they can do a year, and charging 25 pence a mile for anything over the allowance, when if you lease a car they charge between 5 and 10 pence a mile for over the mileage allowance, you used to get Motability cars with no deposit on them, only expensive cars required a deposit, now they are charging from £1000.00 to £7000.00 deposit for a car, they must think all Disabled people are millionaires and they are going to relieve them of all their money, as the Big Banks just love stealing Disabled Peoples Money and giving them a bad deal. It is their money the Banks want, I have been talking to garages and they say that they are having so much problems with Motability and Disabled people that have cars with them, and other Disabled people I have talked to are saying the same thing, years ago Motability was great for Disabled people, they liked them and how helpful they were, I cannot get a good comment from anyone about them now, They are just a Financial Organisation now, Money Money for the Banks,
I had a friend that had his Motability cars seized by the Police for no reason, no charges against him, he had no criminal record of any kind was not doing anything wrong or breaking any laws Motability took away his car from him, They were not interest in him being innocent and no charges against him, they just went along with the Police Corruption, they helped the Corrupt Police, they may be working with the Police to do this so they can take away Disabled peoples cars, I believe Motability is now just a corrupt money making organisation. I am sure that the responses we see from Motability are just AI responses, they have no interest in doing anything as you see in my case they are saying that the problems with my car are an Insurance Problem, blame everyone else for the problem, NOT ME GOV.

I have been Using the scheme for Over 10 years and on our 4th vehicle on the scheme . which has been extremely helpful for my family . My Wife is physically and mentally disabled from a cardiac arrest . with the requirement for 24/7 care and a full time care team to assist in her daily living . we also have three daughters the youngest being three months old when my wife became ill. i have needed a minimum 7 seat vehicle to do the absolute minimum of travelling with my wife wheelchair , children, carer and me . at the start of the scheme i tried to run 2 vehicles but this was not financially viable. we have used the mobility vehicle as our single family transport for all transport and my commuting to work of 28 miles each way . so if you really need the scheme its now defiantly not worry free motoring . costs deposit 3-3500 full motability £4160 and around £4000 in excess milage, over £13k with our family contribution 0f around £7.5k and the worry of being branded a benefit abuser . so due to the recent changes this scheme is now not suitable for those most in need and their family.

I'm absolutely grateful to the scheme, my car is my life saver, like anyone who needs this service, its thoughtful to the customer, u don't have anything to worry about, someone is always at the end of the phone to help, there's no stress. I really don't know what I would do without my car, life saver !!

Would have wanted to give a zero having an absolutely awful experience with them. My disabled daughters wheelchair is useless the dealer we got it from doesn’t want to help so i have found a new dealer and they were so helpful. But can’t change as the ridiculous rules mobility have with regard changing to a dealer and wheelchair. These people who walk at mobility are uncaring and have no empathy seem to read from a rule book and kept saying we had to stay with the same company who are absolutely terrible and with a chair we can’t use. This scheme is an absolute shambles. Left paying for a chair we can’t use as so unsuitable. I did ask to make a complaint but apparently they don’t have a department for that.

I am now going though the ombudsman. Your complaints service was beyond useless.