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Does anyone think that amongst all of problems caused by the pandemic another one is motability customers are viewed as a low priority & dealerships pay little attention to them, ignoring them etc, string us along, so we have to Google all areas to try and get answers
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I would say it’s always been the case some dealers don’t care about Motability.
agree with john. some never did, some dont if they need money etc but there are some that do. chap i got my car from, craig at macklin was excellent overall. nice bloke
Current Car: Hyundai Kona Premium EV...2 way 40kg hoist
Last Car: Toyota C-HR Excel Hybrid...4 way 80kg hoistYes I agree I suppose some make an effort, it’s just bad time for motability and customers and let’s not forget all that lost lives in pandemic ,I lost good friend Bill.
I think the interest of dealerships in the motability scheme / motability customers has waned significantly in recent years – compounded further by the pandemic etc….
there was already disinterest and lack of customer service / knowledge by many dealers prior to March 2020 & a clearly ‘not fit fit purpose’ motsbility accreditation, training, monitoring and review system in place for accredited motability dealers.The low or minimal profit margin for dealers in providing a car to motability customers has always placed prospective motability customers. This is now more evident and / or even blantent priority given to private retail and business customers take priority in allocations of vehicles. The pandemic, worldwide chip shortage etc… withstanding, and also acknowledging there are some good dealers / dealership networks, it’s been too easy to fob off, misinform and pride poor service & CRM.
The ever diminishing numbers of cars available and ever increasing [expotentially] AP’s has also impacted on the bigger picture too. As a long standing motability customer of 20+ years, the access to my vehicle is a lifeline, impresses my access and freedom & it’s a good use of my benefit to pay for it.motabikity operations need to strategically review and improve their directorates, operations and be more focussed on the needs of us as customers / consumers! They need a more holistic and latest expertise and software to forward plan, financially model & negotiate the best outcomes from manufacturers – to ensure the best deals for motability customers. The accrediting scheme and processes for dealers to become accredited needs completely reworking tonne fit fir purpose, ensure more professional & focussed service to motsbility customers.
despite my concerns, whuch I’ve raised in writing to the Motability Chair & board, CEO & SMT and through the most senior politicians & senior civil servants linked to the scheme & DWP (unsurprisingly no resolve to recent emails / letters!!).
i still remain optimistic that the scheme will improve this year and definitely into 2023???Cool
I find it funny when I get to a dealership that has the Motability flags, signs, stickers everywhere then you go inside and they couldn’t care less.
Yep signs flags giving the impression welcome,but the attitude in person is more like keep out.
problems garages have is a limited amount of cars and too many customers, so many are selling first to retail over lease, as its more rewarding for the salesman and the dealership. Not much can be done with that until we get over the car shortage.
The dealers(and private sellers) are charging 000’s more for secondhand cars too, and can you blame them. I guess most of us if honest would sell their old car for more than it was worth last year too. A friend of mine has a car he bought from new, at a good price and its low miles etc and probably worth not far off what he paid for it now. It of course wont last but for now we are all stuck with it.
Current Car: Hyundai Kona Premium EV...2 way 40kg hoist
Last Car: Toyota C-HR Excel Hybrid...4 way 80kg hoistI find it funny when I get to a dealership that has the Motability flags, signs, stickers everywhere then you go inside and they couldn’t care less.
That’s one of the KPI’s that they are measured on! Whilst we’ve had quite poor service from VW dealers in the past, our local BMW dealer was absolutely brilliant when we got our latest Motability car 6 months ago. A great deal with almost £1k discounts off AP and extras, up front about order slot availability, regular communication throughout and even managed to nab a build slot from a cancelled private order (from another dealership not even in their group) so that we waited just under 4 months from order to delivery. So, whilst a lot of dealers give Motability customers a bum deal, we couldn’t fault ours.
Very good comments ,I really thought I’d got a fair attentive dealer @ mercedes ,but I’m beginning to think I’ve not ,he doesn’t want communicate with me,he contradicts what he’s said on previouse occasions, forgets, and I’m getting impression I’m not important , to them even though I have never. Bothered him over over again,with requests for updates, over the 8 months yes ,it’s been over 8 months waiting,I’m now at stage where I’ve lost interest in this new car,and I’m given impression by mercedes, that I can’t have a new mercedes because they can’t build them,they are IN A MESS,with production,will they sort it ,?????.
I now shut up completely if new car arrives, OK if not IVE GOT MY OLD CAR .
Looking for replacement motability car is now DEPRESSION,an irritating place to be.
It shouldn’t be this way
But it is.
It would help if Motability took a smaller piece of the pie and gave the dealers a little more. They are a massive profit making monster machine sat on a £2 billion reserve which will only be increasing with the increase in used car prices.
With all this despair that is going on i am glad i dont have to begin looking for a replacement for another two years,hopefully everything will have settled down by then and car production will be back to normal levels.
Everyone that is waiting has my sympathy.
With all this despair that is going on i am glad i dont have to begin looking for a replacement for another two years,hopefully everything will have settled down by then and car production will be back to normal levels. Everyone that is waiting has my sympathy.
My sentiments exactly MickC. We took delivery of our new car at the end of July and every time we use it I have exactly those thoughts. If we were due to change today then we would be leaving the scheme. There are one or two cars left that ‘might do’ for our needs (at a push) but nothing that’s even remotely comparable to what we have now and, more importantly, nothing that we would really ‘want’.
I feel sure that things will improve (although I keep thinking that they can’t get any worse and yet they do – daily) but the question is when. I fear that it might be next year before we are back to a decent choice.
I saw an article in the motoring press the other day that the next generation BMW X1 is now scheduled to be released in October. If things run their normal (pre chip shortage) course, that would mean an appearance on the Motability scheme in Spring 2023 (but just low level models at high prices) and then over the following year the higher spec models might appear. Those timescales would suit our Spring 2024 replacement very well.
However, my optimism that the overall choice will have improved by next year sadly doesn’t extend to optimism that the premium brands will return in force. I can’t help but feel that the chip shortage is masking a re-positioning of the scheme towards the mid-market & budget manufacturers only but at prices that are way higher than the premium cars used to be. Looking at the AP prices now, it’s hard to believe that our 2.0i BMW X-Line 4WD Auto, which retails just a grand or so below £40k, cost us just £2,249 AP (with a £500 dealer discount) just 6 months ago. The scheme has changed beyond all recognition in such a short time that it’s almost hard to believe.
I’m also fortunate to be less than a year in.
I have got my last three cars from the same dealer, travelling over 100 miles for this one having moved away.
He is proactive in trying to “sell” to Motability customers and has always offered me a fair bit off the AP.
He was open about the fact that whilst not making as much on each individual car as he would on a private sale, his manager encouraged Motability sales as they counted towards their sales figures and had an impact on both monthly and annual sales meaning any bonus was obtained in that way.
It’s a crazy thing but since being on Motability from 1990 we have experienced anything from wine and flowers to abuse and ableism. But I would say if the experience is good report it because we are all guilty of only mentioning the poor experiences. There are some excellent dealers who go above and beyond, we have learnt that sadly they are rarely local but because they will often deal over the phone despite the rules we find ourselves travelling huge distances for the car but with no regrets. As customers we should not allow ourselves to be treated as second class citizens after all most of us know the profit margin for a Motability car because we have been told by a disgruntled dealer, I find that is usually the starting point for a poor experience.
I am the carer / driver for my wife who cannot drive due to disability
He was open about the fact that whilst not making as much on each individual car as he would on a private sale, his manager encouraged Motability sales as they counted towards their sales figures and had an impact on both monthly and annual sales meaning any bonus was obtained in that way.
I’m glad that you’ve posted that as I’ve been saying this for years. It is utter garbage when dealers tell customers that “all they get is a small handling fee”. Motability sales count towards volume based bonus schemes which can, and do, run into many thousands of pounds. Clearly they make more money out of private sales, as most people aren’t confident, hard ball negotiators, so when supply is at a premium these will get priority, but on all but one of our Motability cars we achieved discounts that were bigger than the handling fee and you can be sure that the dealers didn’t sell them at a loss!
I think that’s the main takeaway, and clearly one that is partially on the customers too.
If a dealership acts like you’re worthless as a customer, don’t order your car there. We got lucky in our first SEAT dealership (24 miles away in Cardiff, closest) – our salesman (Ian) was very friendly, very helpful, absolutely nothing to complain about.
When it came to ordering a new car in November last year, we went to our closest VW dealership (Bridgend, 22 miles away) to test drive an ID3. The salesman got.. “uninterested/uninvested” when we mentioned that it was going to be a Motability car, didn’t even bother to explain anything – just took the car out of the bay, quite literally threw us the keys and then buggered off. We did the test drive, and then immediately called another VW dealership in Merthyr Tydfil (60ish miles away), where we were greeted warmly even after clarifying that it’s a Motability vehicle (in this case, a Golf GTE). Overall, a recommendable experience, except that on the test drive for the GTE the battery wasn’t charged so we couldn’t really test the hybrid stuff. When we asked for a second (extended) test drive they were happy to accommodate us, but on the day where we were supposed to take it, they took a deposit on the GTE we drove (it was one of their advertised used vehicles), so out of luck there.
After that then, we called VW Port Talbot (55ish miles away), got immediately invited to an extended test drive with the GTE while knowing that it’s a Motability order, our saleslady (Danielle) is incredibly friendly and continues to provide services to us (bi-weekly updates via email on the order etc) even after we ordered. We got the GTE for an entire day and were only asked to throw £5 worth of petrol in, no limitation in miles – just had to be back at 5pm. It’s a small “family-style” dealership, maybe that’s the reason – we talked to her about our experience in the first VW dealership, and she explained that she had worked in that dealership before, knew the guy that threw us the ID3 keys and agrees that the culture there is to view Motability customers as “a necessary evil”, if you want. Now with VW Port Talbot we have already guarantees for automatic courtesy cars in case the Golf has to come in etc, they just did a good job overall (apart from the lead time for the car, but that’s out of their control).
Here’s the thing. If, as a customer, you’re willing to travel within reason (and we live as rural as it gets), you’ll find a good dealership for any manufacturer – guaranteed. If we continue to give money to the horrible ones, or even the “slightly off” ones, because they’re the closest/most convenient, nothing will change there.
Personally, i’m not even that annoyed by it. If a dealership is dickish, i move on. They lose business at the end, all i have to do is drive a little further to the next dealership. Problem sorted, for us anyway.
When a dealer asks if it’s a private or lease sale (as they invariably do within seconds of meeting you), I always say that my wife is entitled to a Motability car but we haven’t decided whether to go that route or to buy privately. That always throws them and we tend to get treated very well as they never know which way we will go!
My dealer Thomas & Davies in Merthyr Tydfil I can honestly say they treat both Motability and Retail customers the same.
They appreciate their customers.
I’ve been with them now nearly 17 years and I couldn’t imagine going anywhere else.
That’s great
I’ve had complete lack of concern interest in past from Volvo, ford,and now mercedes , it started ok and ,I’ve been polite patient but my mercedes dealer ,I feel has now lost interest, consequently I have ,the last 8 months waiting for mercedes car has been depressing, now it should not be that way.
I am convinced dealerships advertise their care in motability but in reality it’s oh your motability well I’m not sure ,ERM I will get back to you . But does not.
How long can we put up with this,with no change in attitude and no one addressing this.
Keep safe folks.
There should really be a pinned thread with information about “vetted” dealerships. As in, experiences. Doesn’t need to be a name and shame thread – just one where people can share their positive experiences for others to check.
Honda went above and beyond, due to many factors outside their control. The original mb agent i dealt with was on furlow and the sales manager dealt with it all, this was after the 1st lockdown in 2020 and I was due to exchange in the april but it was june before dealers was open and mb would allow it.
Then there was a problem, putting on my private plate. So they put on a new reg and made me the plates up for my reg, when it could be processed. That was a lot of hassle between the dealer and mb and honda and the service i’ve had since has been great also.
Even asked if i needed an auto when it was in for it’s year service. That’s a 1st, normally with all other cars i’ve had on the scheme that been auto’s (as i need one now) it’s been a manual and no auto’s available..
How things have changed though due to covid and the car industry cancelling those chip orders, that other sector’s then took up and kept those slots and now they cannot get hold of them. Has really hurt them alot.
Part of me think’s this was, is all part of the plan, They restrict car ownership and push the climate agenda but by limiting new car sales and hammering current ice car owners. They the goverments profit. The debt needs to be paid for somehow and seems car owners are always the cashcow.
Personally though I think the dealerships don’t make much from selling mb cars, they really just a broker between Mb, the manufacturer and us and do all the vetting, handle the Ap (which belongs to mb) handing over the car all for a small commission compared to actual sales.
So i can see why in the current situation many don’t seem to care. Time is money and sales is what makes them money. I’ve got 18 months left till my 3 years is up and guess I’ll have to see what’s what then. I am liking the current car alot.
So would consider keeping it for the full 5 years or even buying it, but i dunno if i can afford to do that. Ap’s are crazy as well and the closer we get to 2030 and the more tax and as cost go’s up on ice cars then resale value’s will drop and drop and that’s bad for the scheme. Something i predicted a while back and we are seeing already. Same for the used car market cars that are ulez compliant are in demand those that ain’t are pretty much unsellable or will be soon. My youngest brother, just bought his 1st car after passing his test recently and looking for cars has been tricky, most he liked sold pretty quick and only cars were those not ulez compliant.
For many the scheme is becoming to limited or too expensive upfront, other alternatives have to be looked at. After 10 years plus of hassle free motoring for me on the scheme, the future maybe off the scheme. Plus not having a drivway makes owning an ev not something i am willing to consider, without a trial of how it would work for me.. I feel for those waiting and waiting and in the end let down as no car ever arrives or the spec has changed and the new ap is applied.
For info my excellent service has been from a Ford dealer.
Personally I do not think it is brand based, particularly given many are now franchises.
I think any make are capable of good and/or bad service.
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