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Hi all,
Apologies if this has been covered previously.
I placed an order for a mobility vehicle about a month ago. The lead time is 3-5 months, so there’s still quite a bit of time until the car is ready.
I’m new to the scheme and did not pay the advanced payment when the order was placed.
I no longer want to go ahead with this particular car. How would I go about cancelling the order and what are the possible consequences if any?
Would appreciate some guidance on the matter.
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It shouldn’t be an issue. Just be honest with motability. They are very understanding in my experience.
Hi all, Apologies if this has been covered previously. I placed an order for a mobility vehicle about a month ago. The lead time is 3-5 months, so there’s still quite a bit of time until the car is ready. I’m new to the scheme and did not pay the advanced payment when the order was placed. I no longer want to go ahead with this particular car. How would I go about cancelling the order and what are the possible consequences if any? Would appreciate some guidance on the matter.
This isn’t a problem. Even if you sign an order form you have not entered into a legally binding agreement as you are not buying the car. The only time that we enter into a legally binding agreement is when we enter the PIN number upon collection so, technically, you can cancel an order any time up until this point (although I think it’s poor form to do so once the car has been built).
You need to speak to the dealer and tell them that you have changed your mind and no longer wish to order the car (it is the dealer that orders the car and can cancel it, not Motability). After a few days, log on to your Motability account (or phone Motability if you haven’t signed up for an account) and check that the dealer has also cancelled the order on the Motability system (although this isn’t the actual order, it’s purely an admin thing). You won’t be able to order a different car elsewhere until they do this.
The dealer will ask you why you are cancelling but cannot prevent you from doing so. It’s good that you haven’t paid any AP or deposit. There have been a couple of occasions over the years where forum contributors have had some difficulty getting their money back after a cancellation, but with some help from us they have been able to get their money back (the dealer legally has to refund in full).
Glos guy is right, either call the mb ops and explain, they understand and call the garage tell them.
Nothing is enforceable until you put in your pin, that’s the only start of the contract, between you and Motability not the garage.
Good luck with your future choice
Are you wanting to cancel because the AP has dropped this quarter?
I really think Motability should give you the lower price of when you order or when you collect.
Please report back with how you get on with the cancellation and best of luck with it.
Skoda Enyaq Race Blue
Just to reiterate my earlier point, please speak to the dealer to cancel the order. As well as it being common courtesy, Motability don’t order the car (or cancel it), the dealer does. What shows on the Motability account is not the order, it’s just confirmation that the dealer has placed the order. It is the dealer that has to cancel the order and they should also remove it from the Motability system, but you can ask Motability to do the latter if you have notified the dealer that you are cancelling and they have forgotten to do this (as it’s just an admin thing and doesn’t affect the order).
Thank you very much for your detailed response and advice!
I do have an online account so will be tracking it through there once I’ve made the request. Getting through to speak to the dealer is proving to be difficult at the moment, as they only have two people solely dedicated for motability. I’ve called 3 times this week and am always told that they’re unavailable at present but I will be more politely forceful tomorrow.
Thank you once again and keep up the good work!
Yes, indeed I am. When I placed the order 4 weeks ago the AP was 2.5k and it’s since come down to 1.5k 🙁 they’ve also added a better spec of the car which has an AP of 2k, so I feel doubly hard done by, especially as it will be a vehicle that I only have for 3 years.
From what I’ve read on this forum, motability themselves discourage claimants chasing the lower AP, whereas the dealers are more likely to compromise.
With some luck I shall see what the dealer says this week!
Yes, indeed I am. When I placed the order 4 weeks ago the AP was 2.5k and it’s since come down to 1.5k 🙁 they’ve also added a better spec of the car which has an AP of 2k, so I feel doubly hard done by, especially as it will be a vehicle that I only have for 3 years. From what I’ve read on this forum, motability themselves discourage claimants chasing the lower AP, whereas the dealers are more likely to compromise. With some luck I shall see what the dealer says this week!
Ah, you didn’t say that in your original post, so my advice would now be different!
IF you want the same car, but at the lower AP, just ask the dealer to “cancel and then re-input on the Motability system at the lower AP”. This does NOT mean cancelling the actual order, which is between the dealer and manufacturer and has no bearing on the AP. The dealer makes the same money whether the car has zero AP or £8,000 AP, so there’s absolutely no reason why they cannot do this. It takes 5 minutes. If they refuse challenge it saying that others do. If they still won’t budge, cancel and reorder at another dealer (on principle).
If you want a different spec car, ask the dealer if this can be altered on their build allocation with the manufacturer. Whether they can or not depends on a lot of things and varies by manufacturer and model. If they can do this it won’t affect your lead time and all they need do is amend your order with the manufacturer and then follow the procedure as above with the Motability system. If it needs an all new order you will need to do as I said in my previous responses (I had assumed that this was what you were wanting to do as you said you didn’t want to go ahead with this particular car – good spot by @DumfriesDik).
This is a good example of why it’s so important to give as much detail as possible in questions as the answer can be quite different!
If you choose to go with the better spec model, it will involve a cancelation and a new order with a new set of paperwork on Motabilities side. Your dealer maybe able to ammend your existing order with the manufacturer so you keep your existing spot, which is highly likely given the 5 month lead time
Good news! Spoke to the dealer today and they agreed to honour the lower AP immediately when I asked. Thanks all for your advice.
Special mention for Glos Guy for the very detailed responses and great advice!
Good news! Spoke to the dealer today and they agreed to honour the lower AP immediately when I asked. Thanks all for your advice. Special mention for Glos Guy for the very detailed responses and great advice!
You are most welcome. I’m pleased that we were able to help.
Hi all, we ordered a Volvo XC40 in December – the dealer told us it will be delivered next month. We added a 360 camera to the spec and the dealer insisted on a £250 deposit which we paid.
We have now changed our mind on the car. I saw the message from @Glos Guy saying we need to cancel with the dealer which we will do so on Monday.
Just wondering if we should expect any issues with the deposit being returned?
Any advice appreciated. Thanks.
Hi all, we ordered a Volvo XC40 in December – the dealer told us it will be delivered next month. We added a 360 camera to the spec and the dealer insisted on a £250 deposit which we paid. We have now changed our mind on the car. I saw the message from @Glos Guy saying we need to cancel with the dealer which we will do so on Monday. Just wondering if we should expect any issues with the deposit being returned? Any advice appreciated. Thanks.
The dealer is entitled to keep a deposit or part of if you ordered factory options. However, if its a commonly specced option and easy to sell or the vehicle hasn’t entered production yet and still at the ammendment stage, you can argue the toss that the dealer wouldn’t be loosing out financially.
Thanks @kezo
Hi all, we ordered a Volvo XC40 in December – the dealer told us it will be delivered next month. We added a 360 camera to the spec and the dealer insisted on a £250 deposit which we paid. We have now changed our mind on the car. I saw the message from @Glos Guy saying we need to cancel with the dealer which we will do so on Monday. Just wondering if we should expect any issues with the deposit being returned? Any advice appreciated. Thanks.
The dealer should refund you in full. We do not enter into legally binding contracts with dealerships, so whilst they are entitled to ask for a deposit or for options to be paid up front, they should refund you.
One or two forum members have had issues over the years but managed to get their money back when this was pointed out to them. If a dealership really wanted to put up a fight they would have to prove a material loss. This becomes difficult for several reasons. Firstly, if the car hasn’t been built yet they can remove the option, so will have incurred no loss. Secondly, they don’t pay the full retail price of the option, so even if the car has been built and you don’t take delivery their loss is significantly less. Finally, if the car has been built they will sell it to someone else and they will most likely charge them for that option so, again, there is no material loss. They would need to prove the loss if challenged, which is difficult for them especially when there is no legally binding contract, hence why they sometimes try it on but cave when challenged robustly.
Let us know how you get on. Good luck.
Thanks @Glos-Guy . Useful advice. Will let you know how I get along. Cheers
Hi all, we ordered a Volvo XC40 in December – the dealer told us it will be delivered next month. We added a 360 camera to the spec and the dealer insisted on a £250 deposit which we paid. We have now changed our mind on the car. I saw the message from @Glos Guy saying we need to cancel with the dealer which we will do so on Monday. Just wondering if we should expect any issues with the deposit being returned? Any advice appreciated. Thanks.
hi soul777, would you mind sharing why you cancelled your order for the xc40? And which car you’re going for? As I also have an order for the same car but in two minds regards fuel efficiency. Kind regards
Hi all, we ordered a Volvo XC40 in December – the dealer told us it will be delivered next month. We added a 360 camera to the spec and the dealer insisted on a £250 deposit which we paid. We have now changed our mind on the car. I saw the message from @Glos Guy saying we need to cancel with the dealer which we will do so on Monday. Just wondering if we should expect any issues with the deposit being returned? Any advice appreciated. Thanks.
hi soul777, would you mind sharing why you cancelled your order for the xc40? And which car you’re going for? As I also have an order for the same car but in two minds regards fuel efficiency. Kind regards
hi @rosie54 – I was all set to go the dealership to cancel when my wife changed her mind. The reason we were going to cancel was primarily rear seat comfort and secondly mpg fuel efficiency. We have a second car that I use for work that she said we can use for long distances if the rear bench is too uncomfortable- and well the cost of mpg she thought was offset by the relatively low AP a in our current car we have only done just over 12k miles over 3 years.
When we took the car for a couple of test drives the front seats were very comfortable and the google system easy to use. She weighed up the positives and negatives and thought let’s stick with the original plan.ive watched all the YouTube reviews and there is no denying the car is fabulous apart from below par fuel efficiency. This is one of the latest ones I watched
New to the Forum but with an old story about cancelling an order.
2 cars ago, I ordered a VW Tiguan R-Line for delivery on Sept 1st, meaning it would be on the new 19 plate but VW (well the dealer) tried to fob me off with something about WLTP testing and they wanted to register ther car in August on an 18 plate but still supply it to me on Sept 1st.
Naturally, I was not going to let that happen and a couple of emails later, I cancelled the car and decided never to go back to VW or that dealer again.
Bit of a different story, but Motability have annoyed me today.
We had an electric Mini which was fine, apart from the range, but with my mother’s Parkinsons becoming worse, she needed room for a wheelchair and her doctors/hospital appointments have become much more frequent. I called Motability to see if we could hand the Mini and and get something larger and they agreed if we paid a cancellation fee (reduced to help with the AP on next vehicle) it took a while to find something with longer range, more space, and a smaller AP, but we settled on a Cupra Born, which has been great.
So, after a few weeks my mother asked when we’d be getting th GCP back as Motability had worked it out pro rata to around the £200 mark. Not a lot, bit better in my mother’s pocket than theirs. Anyway, after queueing for 45 mins on the phone, I went onto a webcam with an agent who told me my mother wouldn’t be getting any GCP due to swapping the car over with another electric vehicle. I stated taht we needed to swap mainly because of the size of the car, but also the range, but they say we wanted to swap because we didn’t want an electric car no more which wasn’t the case. I’d stated at the time that the size and AP coat would determine what we would choose next, not if it was electric or not!
Anyway, I got nowhere with them and they are only now sending out a letter to confirm that we won’t be getting the GCP. I find it strange that they’re using the cancellation as terms not to pay the GCP when I’d already paid a cancellation fee….this payment is about the condition of the car when returned, not about the next car I pick up!
Hopefully someone may find this useful if they’re wanting to swap their current vehicle to another one.
@phil As @JMC correctly states, you only get a good condition bonus if you keep the car for the full 3 years and there’s no pro-rata payment. The advisor gave you duff info saying that it was due to getting another EV. If you surrender early you don’t get any GCB, regardless of reason. The only pro rate refund is on the AP. Maybe that’s what the £200 was that they initially referred to – the pro rata AP refund minus the deduction of the early termination fee? If so, they should pay that, so worth chasing.
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