I’m still confused as to why we can’t place an order online and have a video call or other verification follow up. I can’t get to any of the dealers I’ve been interested in cos they are all miles away.
A few years ago, Motability did actually state the reason you cannot order online (or phone etc) and sign for the vehicle remotely was due to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, commonly referred to as the ‘Distance Selling Regulations’.
If you were to order and collect ‘off site’ then you have 14 days to return the vehicle for a full refund without even having to give a reason for returning the vehicle.
These regulations do not apply if the vehicle is ordered/collected on a dealer’s premises.
The Motor Ombudsman’s website explains the matter here:
Imagine how many Motability customers would be returning vehicles if they were obtained remotely under this 14 day ‘without giving a reason’ returns policy (hopefully not members of this forum, but the wider customer base)? This would invariably be a hit to Motability financially. It could possibly force up the AP’s for other customers to cover those incurred losses.
Another reason that Motability require the order to be in person is that the dealer has to certify that the vehicle is suitable for the customer. How can they do this remotely? Yes, it may not be an exact science, but it is meant to save Motability from excessive early terminations on vehicle suitability grounds. It is contained in the ‘Statement of Responsibilities (signed by both dealer and customer) at the time of order and covers:’
Customer suitability.
Nominated driver suitability.
Vehicle suitability.
Adaptation suitability.
Rules the customer must abide by during the agreement.