@Ioniq I agree (and should have said) that a calm and professional approach, rather than aggression, is always the best approach, but I detected from @cars123 posts that they would be taking that approach anyway. I also agree that there are always two sides to every story.
Where we differ, however, is that I wouldn’t just take that situation lying down and chalk it up to experience. The vast and overwhelming majority of people adopt that approach and, frankly, businesses rely on that apathy to save them from having to deal with issues that may cost them money. However, from my experience, when taken to task with a sound and reasoned argument, especially when escalated, most will see sense.
The annoying thing in this instance is that resolving this issue would not cost Motability any money. They had (presumably) already approved the order, so all they need to do is reinstate the admin of the order – the car already exists so it’s not as if they need to open up the order books for a car that is no longer on the scheme. Given the value of Motability’s business to both Marshall’s and BMW, they won’t get any issues with either if they are asked to honour the order.
The reason that I am sadly not hopeful that this situation will be resolved satisfactorily is because whilst Motability are the only people who could now resolve it, my hunch is that it wasn’t them who cancelled the order. I don’t think it’s coincidental that two contributors to this forum have had almost identical issues over the same car with the same dealership. My hunch is that they accept orders from Motability customers but don’t order the cars until several months later (which explains the lack of communication). In all fairness this happens all the time with many dealerships (as they are waiting for their build allocations to open up), and customers are never told, but what the dealer must do is input the order on the Motability system even if they haven’t ordered it from the manufacturer. If they are tardy in doing this and the car suddenly disappears off the scheme, the order cannot progress. The dealership may have fallen foul of this and is using the remote ordering excuse to get out of a hole. We will never know.