As in? – Ask them to prove that it was a mistake. (I don’t believe it was). Have they re-ordered your chosen vehicle with them – assuming it is still on the scheme (or even still in production)? – No but the guy is apparently trying to re-find me another new car. If so, and there has been a change of AP since initial order – has this been ‘discussed’? – What is AP? Have they offered anything for their customer service faux pas? – Not yet You are of course free to go wherever to re-order a new vehicle but could end up at the back of the queue. – Aren’t I at the back of the queue anyway, now? Have you spoken with Motability? – Yes, they’re just saying raise a complaint with the dealer.
Okay,
So you believe they have, as others have suggested, sold your vehicle retail? I would start with the dealership Principal and make a formal complaint in writing – make sure you entitle it ‘Formal Complaint’ and also send a carbon copy to the dealership group CEO, and if necessary the franchise manufacturer.
Concurrently, try the tack of submitting to the dealership (in writing, recorded delivery) a Subject Access Request to obtain all the details the dealership hold about you and your order, including time/date stamped computer records relating to you, any written notes and verbal transcripts of all phone calls if held – yes, you can SAR private companies and they hate it!
See here for details:
https://ico.org.uk/your-data-matters/your-right-to-get-copies-of-your-data/
At least there should be some form of audit trail of your order.
Also enquire what steps the dealership has taken to date to ‘re-find you another car’.
AP is Advance Payment.
Keep your complaint factual, concise and clear but try to include the dates/times you received info from the dealership and what was said and by whom.
Also, ask Motability to open a formal case if the dealership do not address your complaint in a reasonable timescale.
By showing you mean business, it may nudge the dealership into action to get you off their backs.
In any case, I would also look elsewhere for your next vehicle. If you use such as Facebook, try joining the Motability related groups, such as the ‘Motability Advice and Special Offers’ group and other groups where Motability sales staff at dealerships often post cancellation vehicles available to Motability customers with no or very short lead times.