Thinking about it, we also had a bad experience with our first Motability car at a VW dealer. They accepted our order but didn’t mention that they didn’t have any available build allocation slots (at the time I didn’t fully understand all the dark arts of how car dealerships work). Consequently it was a month after we ‘ordered’ before the car was actually ordered. At the time I also didn’t realise that AP’s could sometimes be negotiable and I was further fobbed off when I asked about discounts on factory options. I also fell for the usual line that all they make is a small handling fee, which I now know is not true. So pretty much a full house on all the rookie mistakes
Over the years I have learned many lessons. I have managed to get a discount off the AP on every car ordered since, plus discounts on factory options. I never declare that we are Motability customers until we absolutely have to. When pressed I always say “my wife is entitled to a Motability car but we are keeping our options open as to whether we use the scheme or buy privately”. That usually throws them and they generally try to keep you sweet to cover both possible eventualities. Finally, I always specifically ask whether they have any current build allocation slots for the specific model that we want in order to be able to place the order with the manufacturer immediately. When they realise that somebody knows how it all works, it makes it far more difficult for them to blag an answer, especially when I make it clear that I will be chasing every few days until I get an order tracker number! All done in a nice and friendly way.