Thank you for the advice glos guy. I have now put in a complaint wherever I can. With motability, with the dealership and also with bmw directly. I will also go to the motor ombudsman if I have too. I’ll have to wait until next week now before I get a resolution. I was told to contact bmw directly as they may be able to let it go ahead. thanks to everyone who has replied.
Good luck. I genuinely don’t think that the dealership or BMW can help you unless and until Motability reinstate the order (if they are prepared to do so). The i4 is no longer on the scheme, so neither the dealership or BMW could reinstate the order, or let you have the car, even if they wanted to. Your only hope in this scenario is Motability and the power to overturn this decision is solely in their hands.
I’m not overly hopeful, but it’s always worth a shot. I am not averse to taking on large organisations when I feel that I have been wronged and the vast majority of times I get a positive outcome. It helps that I have some legal knowledge, but most organisations have escalation procedures. I rarely accept an initial offer and escalation usually results in a substantial improvement.
Your situation is slightly different as Motability are enforcing a rule, but IF you know as a fact that the order had been accepted on the Motability system then that would be your argument. If it had, there might be a weakness in their system that doesn’t ask for verification that the customer has ordered in person, even though that is in their written rules. Even if the dealer made a mistake, Motability accepted the order and therefore the fairest resolution IMHO would have been that the dealership incurs a fine or sanction from Motability but, as the customer, you still get your car. It could of course be that the dealer cancelled the order themselves when they realised that this might be an outcome, once the fact that you’d ordered remotely had been exposed.
On a lesser scale, Motability refused a lease extension on our current BMW as it didn’t meet their new criteria for permitting extensions (20,000 miles max, adaptations etc). I contacted them a second time and asked for their formal complaints escalation procedure and lo and behold an extension was then granted. There will definitely be someone at Motability who can authorise the re-instatement of your order. The issue will be whether you can get to them and whether they are willing. Good luck.