I’ve had lots of good and bad to deal with.
In the early days, I used independent dealers. They knew that although the sales commission wasn’t massive, the follow-up profits on servicing and possible warranty claims made membership of the Motability scheme worthwhile.
Very few independents now exist. The level of customer service really has dropped. The chances of getting some over-preened, 5 day stubble bearded 20 year old “sales executive” lurking over you is huge. Even if you do find a good salesman then the chances are that the service department are hopeless.
I have had big problems with the last 4 cars I’ve had on the scheme.
Citroen 1 – bought from a great little independent that lost it’s franchise and was transferred to a huge company that were hopeless – they actually rang me and claimed to be from Motability when the MoT was due.
Seat – bought from a small group that was later bought out – the Motability salesman lost the grant voucher which meant the transfer was delayed – they had the cheek to put “our” car on sale in the showroom in the meantime – service was abysmal – major fault took 3 attempts to repair during last 3 months of the lease.
Citroen 2 – salesman was amazing – service couldn’t care less – even to the point that although the car had been booked in 6 weeks earlier, they couldn’t find the job card and seemed cross when I showed them the email proving the booking – transferred dealership for service and I was bollocked by the workshop controller for coming in early to collect the car after warranty work – the service adviser had called me 4 hours earlier to say the car was ready.
Skoda – bought from regional group – salesman was fantastic – wife got a bunch of flowers in the boot, although might have been because we spent nearly a grand on extras – car went for the first service and we were told we had to use their insurance policy for the load vehicle, the service manager claimed to have been working on Motability cars for over 25 years and had never come across RSAM covering loan cars – switched dealers and the service department couldn’t do enough.
My son worked in service for MB for several years and always treated his Motability customers with exactly the same level of courtesy and respect as anyone else. Maybe having disabled parents gave him a unique insight that disabled people are also human.