Motability Scheme  Avis 

Hi All, Had several conversations with Motability, trying to get a solution in ordering a vehicle. It is extremely frustrating, when trying to deal with serious medical issues. They don’t seem to care or be accommodating.

Disgusting with the new changes imposed. We were allowed 60,000 miles a year and now only 30,000. If we were to pay for the extra 30,000 miles if we need it. It would cost £7500 EXTRA. All of this is done for them to maintain their mass amounts of profits while the disabled suffer. They claim they aren’t adding any costs to us and so the scheme is more “affordable” if this is not changed to something more reasonable the scheme likely won’t exist and you can all kiss your cushty jobs and profits GOODBYE.

Had a faulty vehicle that injured me. Skoda Enyaq 85x. Paid £2500 as a down payment.
This had to be rejected because it was dangerously faulty. The prices then go up (not my fault) after rejection and waiting in new car to £3500. Long term neck pain and nerve damage.

Now have an email that they are halving the mileage when I come to renew in less than 3 years time. If you live in the countryside the hospitals and doctors can be miles away. Mileage creeps up very quickly. So not only do we have to pay excessive upfront cost for vehicles, we will then be getting less miles and financially penalised for going over. 25p a mile is a lot of money if you go over. £250 for 1k over in miles. Yet you have paid monthly and an upfront cost that is excessive too.

There are people who are wealthy getting motability vehicles and this shouldn't be allowed. It should be means tested.

It is always the people struggling the most that are hit the hardest.

people stay well clear out mobility scheme shocking don't recommend it my family just end the agreement well what headache they don't care less as long getting your money supposed to be charity really joke price they charged to end the agreement right joke won't be coming back to them all mobility is greedy and talk to they customer like dirt and really listen what you have to say simple not bothered stay well clear we anit daft how ceo make all that money out people mobility you are joke

Motability foundation grants

Change of circumstances need a large wav for powered but not foldable wheel chair however only certain limit types of large wav fit my drive as only 10” manoeuvrability either side.

I picked a wav based on mine and my daughters needs have the evidence to back this up which the grants team have I picked a large wav as per instructions from wheel chair services grants picked a medium wav unsuitable for what we needed the company for the home demonstration cancelled the wav experience as not suitable. I have no ramp to leave the house as council refuse to fit one but when I offered evidence is was knocked back, the wav was picked for my wheelchair only and not both they still wanted us to have wav experience despite my wife sending an email no ramp but need wav to hold two wheel chairs not just one they also listened to recorded calls of me explaining it all from day one went no ware. Now the company cancelled the experience but some how it’s my fault they won’t listen to the facts and refuse to take evidence. They were put there to help not hinder feeling like utter crap.

I think the new rules of 10,000 miles per year and 6 tyre replacement limit over a 3 year lease are an absolute joke. You already take all my enhanced rate of the pip mobility component and now you are going to want me to watch my mileage usage and panic so if I do go over I have to think about 25p per mile and I’m on disability benefits. It’s a disgrace and greedy from a company who are making millions per year and from a charity that is meant to help the disabled people.

Superb scheme and service. I had to cancel an original order because the dealership was dreadful. Changing to another dealership was easy and the lady I spoke to was so helpful and friendly. A real credit to the company. I am delighted with the service and information I received and have today, taken ownership of my lovely new car. Thank you.

Around October at the end of my lease they refused to service the vehicle because it was "due off lease". except that I was in process of ordering a new vehicle so totally predictable that lease would be extended.

ordered a new vehicle and they promised they would service it and repair the air conditioning because the delivery was not expected to be until April. having booked it in I had to wait months for an available slot leaving me driving s vehicle for 10k miles beyond its service interval and with no working air conditioning theoughout. It was booked in for this coming Monday, but the garage has just called me to tell me that motability have AGAIN refused to service and repair it. It's already months beyond its service interval and now I have a car I cannot drive with my autistic daughter because it's too hot and she can't handle the noise from having the windows open.

I fail to see how this is anything other than a massive breach of contract.

how am I expected to part with another 7k advance payment for a new vehicle when this is what I can expect to experience?

When trying to call back, of course there is nobody there who can deal with it until Monday - so remedy of this by Monday is now impossible. I had to basically insist on raising a complaint because I was being told to call back on Monday after 9:15. sorry motability the damage is done.

Micheal was very nice and good to me, lovely individual who was very positive and wanted to help. Amazing customer service and would not be able to pick point any shortcomings.

Manager should hire more like Michaels

Loss of use payment after car was stolen.

My car was stolen on the 23rd January on the 30th received call from Direct Line Mobility confirming written off " Total Loss. No hire car got new vehicle on the 15th February. Only received one payment of £77.05 for 1 week. Still waiting for remainder to be paid which when phoned Motorbility on 9th March confirmed would take a few weeks to pay what was owing to myself. Quick to take my money however not refund what is mine and not theirs. This wants rectifying now not weeks later.

Would never choose a motability car again it’s just not worth it, yeah it’s a little bit cheaper but you have no autonomy, they take your money off you and then act like they’re your boss.
A pcp deal on the same cars is rarely that much more anyway and then you don’t have to answer to a corrupt government.
We got sold an electric car from Vauxhall and it was a nightmare, sold it on the back of fantasies and lies.
I wonder if you take the money for your motability element instead of the car do they still try and boss you around and tell you how to spend it.
Before you jump into a motability contract I urge you to reconsider and look at other finance packages instead as an alternative.
The dwp are disgusting anyway, treat people like cattle whilst bullying the disabled and the elderly out of money where ever they can.
Corrupt, oppressive tentacle of a tyrannical government obsessed with control.

X anmount of years and 3 months since my accident. Lied to and now they just dont even answer the phone.
Have twice asked for an interim payment.
Not one response. Get your shit together motorbility.
The rest of the scheme works well

I don’t know what has happened lately but customer service is nil and void. “Live chat” is their preferred method of contact and then you are faced with scripted replies, made to feel unimportant as a customer and if they don’t like your question or simply don’t know they end the chat abruptly.
After over a month of being messed around with an issue with my car, I’ve asked to make a complaint and I was told I couldn’t!
So tell me Motability who do I take my concerns to if not you?
Motability really do not care about their customers one bit. Week 7 of problem, with no end in sight and no one is willing to step in an offer any kind of help.

If I could give zero stars, I would. Motability Operations Ltd is systematically ignoring consumer law, actively discriminating against disabled customers, and forcing people to keep unsafe, unroadworthy vehicles.

My family's vehicle was delivered damaged from day one, (literally collected it from the dealership damaged) it had a non-functioning rear seatbelt (where children sit) and shattered safety glass throughout, I cut my hand on the way home from the dealership. The car still has glass present that continues to migrate while the vehicle is in use. Despite multiple electrical errors, a complete system failure (including a dangerous fault that causes a complete shutdown) and the vehicle being completely unfit for purpose with even the dealership stating "we don't know whats wrong with it", Motability refuses to honor our Right to Reject a faulty product and request a replacement under the Consumer Rights Act 2015. Stating we will have to pay a termination fee to reject a vehicle that was delivered damaged!

Instead of taking any responsibility, they just parrot the same line they give everyone on here: "See your dealer" or "Talk to the manufacturer." Let's be clear about the law: all our contracts are with MOTABILITY. They are the "contract holder" They are legally responsible for the vehicle, not the dealer, not the manufacturer.

Furthermore, their customer service actively breaches the Equality Act 2010. They refused legal requests for a reasonable adjustments. They provided a completely unsuitable hire car that couldn't fit our family's wheelchairs, and blanket refused to provide a suitable alternative which directly led to physical injury.

I know there are hundreds of us in this exact position -disabled people are being trapped in dangerous, faulty cars/scooters because Motability refuses to responsibility for their obligations under UK Law. They threaten us with losing our transport altogether or paying to cancel contracts on faulty vehicles that we have ever right to be able to cancel. It’s time we organized. If you are being denied your Right to Reject a faulty vehicle by Motability deflecting their responsibilities, we need to get together and launch a Group Litigation Order (GLO). I urge you all share your experiences on social media, watch dog and the like. Help other disabled people by making sure they understand what it really means to sign a contract with Motability. We need to show the world how Motability really treats their customers. They cannot keep getting away with treating disabled people like this.

Please, if you are considering getting Motability vechicle, I urge you do not fall for their lies. They won't take care of you, they won't help you and they won't even listen to you. Avoid them if you can! Please do not get involved with this company. It will be the biggest mistake you ever make they will treat you abhorrently.

Update: Poor review replied to within 24 hours, complaint letters go unacknowledged and unanswered, despite the fact their own website states:

"Complaint Process and Escalation
Response Time: Motability aims to acknowledge complaints within four working days and provide a final response within eight weeks."

Keeping up appearances matters more than actually helping customers.

Update: Months later they still insist it's repaired even though the DVSA are investigating the car - Motability's stance - It's repaired. Drive it, or else. but, they will give no repair proof, not even any repair history. Motabilty don't care disabled people. It's a business and that's all.

I have been driving my Motability vehicle just over a year & have been very happy, last week I noticed a noise so contacted the supplying dealer. Very long story cut short, I found it necessary to contact Motability. I was given outstanding customer service from a lady called Debra. She dealt with everything and more. She made me feel confident & at ease. Debra told me about so many options to help in my situation. I have never received such outstanding service from an organisation.
I can only give this organisation & its staff the biggest thanks ever.

Have been attempting to sort out issues with car charge card since November for the person I care for who has cancer and other health issues. The staff are not helpful - although they keep saying that they are trying to help us. I have tried getting them to put their responses in writing. They refuse to do so as they claim they have no communication department. I tried to speak with line managers - they refused to put one on. I tried raising a complaint. They refused saying they will raise a point of reference. I said I didn't know what that was and I was accused of being passive aggressive and they put the phone down. This is an unspeakably bad way to speak to people on the phone. They need to sort their selves out as they are causing untold stress and anguish. Been weeks and weeks of time wasting with this crew who appear to be very very badly trained.

I have experienced an appalling level of service from both Motability and the supplying retailer. They have wasted almost six months of my time, only to cancel my vehicle order without any authorisation or consent from me.

The cancellation was the result of basic, schoolboy administrative errors made by the retailer when submitting our order. Instead of taking responsibility for their own incompetence, we as the customer have been penalised for their mistakes. That is completely unacceptable.

What makes this even more frustrating is that the vehicle was literally within days of being delivered to the retailer. After waiting nearly six months for the car to arrive, to have the order cancelled at the final stage is beyond belief. The timing makes this situation even more unacceptable and deeply disappointing.

To make matters worse, when I challenged this decision, I was told that telephone conversations are recorded. I specifically requested that they listen back to the recordings and transcripts of my calls to verify exactly what was promised to me by the Motability advisor. There appears to be no willingness to properly review this evidence or take accountability.

The lack of ownership, transparency, and customer care has been shocking. After months of waiting, stress, and planning around this vehicle, to have it cancelled due to internal errors is not just frustrating — it is completely unprofessional.

I expected far better from an organisation that supports disabled customers. This experience has caused unnecessary stress and inconvenience, and the way it has been handled is absolutely unacceptable.

Motability and their partner retailers urgently need to review their processes, communication standards, and accountability procedures because this level of service simply is not good enough.

A used to think that Motability was trustworthy in everything they SAID and did however in the latest information put out by Motability regarding the change from Europcar to this new company called Switch they are NOT being truthful. Switch has NOT been in business for over 50 years, it is NOT one of the uk most trusted car hire providers and in its self Switch does not have 28.500 cars The truth is that the SCOT GROUP Own a company called Thrifty car hire and they have started a hire car company called Switch that was REGISTERD in2022 The Scot group its self has been in business over 50 years NOT Switch nor Thrifty which infact is one of the cheaper car hire firms going mainly at Airports around the world . Motability have proberbly chosen this new company because of costs to them and not for anything else. we will see if the service that SWITCH/THRIFTY/THE SCOT GROUP give is as fair as Europcar. but even if its the same or better i would have liked those at the top in Motability to come out with the true facts about this new hire car provider

Hi Hayley.

Why did motorbility pay for a taxi home and now attempting to shift the blame onto us as an abandoned vehicle?.

Disgusting service. Never again.

My brother has been diagnosed with throat cancer and is terminally ill. He leased a mobility scooter 6 months ago and it has now broken down for the second time in that period. The service centre say it is working again now but cant diagnose the reason for the breakdowns. They think it is an intermittent fault so they say they could give it him back but it could break down again the next day! Motability firm say they won't replace it and so he is now stuck with an unreliable scooter. He cannot walk at all and has been given less than 12 months to live. They say he has to pay £250 to get out of the contract but he does not have that and if he did he would want to save it for his funeral costs!.And they said if I go to the Ombudsman to complain they will not undertake any further tests or help get a further loan scooter. To make matters worse the shop had loaned him one last week but it was very old and also broke down yesterday leaving him absolutely stranded out of doors in the cold. I am beyond upset about this! How can this Motability company be so uncaring and treat people like this?