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Hi all, earlier this year I ordered my latest Motability car, we considered keeping the existing one for another year as it’s been under-used (haven’t they all!) but decided that it was time to go for a hybrid. I went for the 4wd model and a few extra treats on top of that and all seemed fine with delivery initially suggested as being the end of January. That was fine, I think we all understand the current delays.
Then somewhat surprisingly I got a call the other day from the dealer saying the car was making its way to them and would be ready to pick up next week. We agreed a time, etc and as part of an email exchange I noticed that the model wasn’t what I expected. The engine had been changed to a lower bhp and the car noted in the email was 2wd. (Same extras).
I spoke to the dealer and they confirmed the car arriving next week is the lower bhp and 2wd and it was not just some cut and paste error.
They don’t seem particularly bothered by it and seemed to think it was great that I’d be paying a bit less advance payment but I’m not particularly happy. Other than it being a hybrid, the 4wd aspect was most important in the spec given where I live and winter driving conditions, etc. I know in the existing car that 4wd has kicked in on occasion and got me out of snowy situations, for example.
So, has anyone had this happen to them? A major spec change at the last minute? I’ve all the initial order paperwork from the dealer which shows the correct spec and the confirmation from Motability shows the 4wd model too.
(The dealer suggested the 4wd was being phased out so probably that was the cause. I spoke to the manufacturers main sales line and they said it must be the fault of the dealer as once the car order is accepted, they (the manufacturer) wouldn’t change the spec of the delivered car. They were also accepting 4wd orders far more recent than mine to be built.)
Not sure where to go with this. I’ve asked the dealer to confirm exactly what happened but as things stand, they are looking for me to go there next week and pay the advance payment/collect the car that I didn’t order. I feel they should be delivering what we agreed and certainly if they don’t, they should be compensating me for taking the reduced spec (on top of the reduced advance payment which is barely any different).
Thoughts/opinions/advice?
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SV, good luck with sorting things to your satisfaction. Be firm and confident with the dealer because you are most definitely in the right.
Let us know on this thread what the specific outcome is, because it will interest and educate us to the pitfalls and outcomes going forward during a difficult time for both manufacturers and customers.
Good luck and don’t forget to keep us informed, will be interesting to see where this goes, (I think you’ve made the right decision, only my opinion).
Hi all, very useful opinions/feedback which has helped solidify my way forward. I’ve spoken to Motability this afternoon too and as you all suggested there is no pressure to accept the car and they will assist with the cancellation process and any dealership issues should I need it. For now they just want me to start an official complaint via the dealership. Pending the update on Monday from the dealership I’ve 99% decided to turn down the incorrect car. I still hope that pushing back and letting them know that I will be putting in a complaint and that Motability are now involved that they might “magically” find that my correct order is in the system still but realise that is a long shot. I’ll update as I hear more and thanks again.
Good luck, I am sure you have made the right decision.
Yup, will update as soon as things progress.
Good luck. Are you going to share what car it is, so that those with knowledge of that model can advise as to whether the dealers claim that the 4WD is being discontinued is BS or not?
I got a Peugeot 3008 Hybrid $wd SUV in September, as I live high up. A couple of weekends ago we had heavy snow (3-4″) The car was brilliant in the snow. There was not much other choice in 4wds. I had a 4wd VW Tiguan before this, and a 4wd Ford Kuga before that, I looked at the new Kuga but did like the shape. I looked at the Suzuki, but it was too small in the boot dep’t. There is very little choice in 4wd vehicles, it’s got worse, and I don’t think it is going get much better in the near future.
I got a Peugeot 3008 Hybrid $wd SUV in September, as I live high up. A couple of weekends ago we had heavy snow (3-4″) The car was brilliant in the snow. There was not much other choice in 4wds. I had a 4wd VW Tiguan before this, and a 4wd Ford Kuga before that, I looked at the new Kuga but did like the shape. I looked at the Suzuki, but it was too small in the boot dep’t. There is very little choice in 4wd vehicles, it’s got worse, and I don’t think it is going get much better in the near future.
You’re right John. Very little choice in 4WD vehicles now. Just 30 cars, most of which are very small. The 10 moderate sized SUV’s left are all £3-5k AP’s.
Have I also missed something ??? WHAT CAR IS IT ? MAKE ??
Have I also missed something ??? WHAT CAR IS IT ? MAKE ??
I don´t think you have missed anything, the make and model seem to be shrouded in secrecy.
Must not be a real deal or would have said
Hey all, an update.
Re the model… no real secrecy, I just didn’t think it was that important to begin with (compared to the bhp/wd config) mixed with not wanting to badmouth the manufacturer etc when I didn’t really know the whole story. Maybe it was an honest mistake, and they’d resolve it, etc.
Anyway, it is/was a Peugeot 3008.
In terms of whether my salesperson was being correct about the 4wd being discontinued, I’ve checked and you can’t order them on the Peugeot website now but I spoke to an alternate dealership yesterday while trying to get as much info as possible for my discussions, and they would have been happy to take the order. It was an option on their system in the branch. So it seems it’s at least being slowed down order wise based on the web change but is still do-able.
Meanwhile I was also pushing my salesperson for more info on how this problem occurred. As I mentioned in a previous update I also spoke to Peugeot themselves after this mess started to confirm if they were still making them for existing orders and they say they are. If they accept an order, they build it and they were accepting orders for the 4wd recently, never mind months ago when I ordered. So armed with that info I eventually got my salesperson to admit that the wrong car was ordered by “the dealership”. They haven’t admitted they personally were at fault but are no longer saying Peugeot changed the order due to phasing out.
I don’t yet know how that could possibly happen. I’ve a letter from Motability confirming the right spec and the paperwork from the day I went in and made the order, signed by the salesperson which shows the right spec. When/how it could possibly go wrong from that point I have no idea?! (Which does give some weight to the theory that this is a cancellation that I’m being offered maybe?)
Either way, now that the dealership has accepted the fault was theirs (for now). Most recently I had said to them that I thought 2 things should happen. Firstly that I would be opening an official complaint with them and Peugeot, mentioning Motability requested that was done. Secondly that I felt they should be doing more to honour the existing agreement.
Their response wasn’t particularly useful. They have said they have problem selling the car arriving in the next few days (the lower spec one) and that if I wanted to re-order I would be at the back of the queue (May-ish). This of course is contradictory to them telling me the car was being phased out and couldn’t be bought.
They also said something along the lines of “my manager already knows about this and the complaint would go to them”. I don’t think they get that I’m going to the highest up person in the franchise that I can find, not their immediate manager. I can’t really trust anything that dealership says at the moment.
So, yes… still not really getting anywhere useful. There is a lower spec car waiting for me this week if I want it (haven’t officially turned it down, yet.). They’ve finally accepted fault, without explanation of how it could possibly have occurred, and they are being about as good as useless in finding a constructive, customer focused way forward.
Next step, official complaint as high up as I can find a contact for.
If the car might suit your needs you could ask what incentive/compensation they are willing to offer, over and above the difference in AP between the 2wd/4wd. May be worth asking ? Just a thought
Sounds like an untrustworthy dealer if I ever did hear about one. In my mind I’d be conscious of further issues with the dealer if I took the incorrect vehicle.
I agree it sounds like they’re trying to palm off a vehicle as your order, perhaps in the hope it could fix a private customers mistake. Perhaps the private customer changed their mind.
I wouldn’t accept the incorrect vehicle. It really does suck, and I’m sorry to read how poorly they’re continuing to treat you.
Thanks for the update SV. As others have said, it really boils down to whether you would be happy to get a lower spec car now (at a discount), or the right spec car later. Others on here can advise as to the current lead times if you start from scratch but I’d guess at 4-6 months. Personally I would never pay £10k plus AP plus options for a compromise car, but we are all different. You just don’t want to be regretting your decision over the next 3 years!
If you do decide to re order the car that you actually wanted in the first place, then I would absolutely NOT order from the same dealer. They don’t deserve your business. Having the wrong / lower spec car is entirely their fault and their problem. They are even telling you that you will continue to receive poor service if you order from them! There is no issue whatsoever with ordering from another dealership that is elsewhere. You can still have your car serviced, maintained and any warranty / recall work done at your nearest Peugeot dealership and you will be dealing with different people to the sales team. Good luck and let us know how it ends up.
Thx all. I’d have been interested to hear any offer that they made regarding the lower spec car. It would only have been fair to hear them out on that front (at least early on before I knew more) but from the conversations they clearly don’t have any intention of making any offer. Probably because in the current market they think it will go fast anyway. Mainly I’m not officially turning down the car as at the moment it means I’m still their problem. If I was to turn it down, then they don’t really have any reason to improve their already rubbish service.
And yes, any new order if/when it gets to that stage will be with a completely different dealership.
Side note: I did find it amusing that John a few comments up the page mentioned that his 3008 4wd was great in the snow. Rubbing it in! (Although at that point he didn’t know.) 😀
I’d walk.
As far as you can. Keep one thing in mind, you’re not done with the dealership after you type in the PIN and take delivery. Do you intend to sit next to your car for hours (sometimes days) on all services/repairs to make sure that they actually do what they’re billing you/motability for?
I accept that it’s going to suck to wait longer, absolutely do. But honestly, i’d rather wait 6+ months and get into a good (honest) relationship with my dealership and “my” salesman, not to mention get the car i actually wanted in the first place rather than a lower spec one. This dealership has already proven that they’re crooks, trying to screw you over (in fact, lied knowingly straight to your face multiple times).
You’d be stupid to continue to rely on them. In fact, just for shits and giggles, i’d ask them to send you a screenshot of the order in their database, and check what they actually ordered, and when. If they decline, you know they’re lying – other manufacturers happily do this (VW for example, as can be seen on the last page of the R-Line thread). The fact that he admits (smugly, imho) that complaining won’t do anything since his manager knows anyway, jesus.
Yeah, nah. I’d walk from this turd of a dealership and go somewhere reputable. I’d also make the situation crystal clear to Motability, dealerships can be reprimanded for bullcrap like this. Indeed, we could’ve had our Golf GTE within a few weeks (a dealership had our spec/option pack coming in as a “lot-car”, albeit instead of our flat grey, a metallic grey colour – no big deal), but decided to wait 6-10 months by going with a different dealership that simply made an effort to get us as a customer. Starting from having a GTE test drive where the car was actually charged, teas, coffees, being honest about the car and its drawbacks etc.
To us, a good relationship with a dealership is as valuable as a good car in the first place, since there’s a high potential that we’ll be back with them in a few years. Bit like a hairdresser, i drive 20 minutes to “my” barber, rather than using the two that are literally less than 100 yards away from my door. Same thing.
That’s a great idea Rene. Thanks for taking the time to respond. As part of my official complaint, I’ve now asked for screenshots. As soon as I hear anything back I’ll update the thread.
SV why the long drawn out process?
You ordered A, they have got B for you. It’s obviously not what you ordered (you dont need dealer admission, its plain fact.); they’re untrustworthy. Walk away and move on. Name and shame. End of story.
Why you are still hanging around this dealer, I’ve no idea.
sorry if i missed it somewhere but what car did you order? i only got that it should be 4WD and an Hybrid.
SV why the long drawn out process? You ordered A, they have got B for you. It’s obviously not what you ordered (you dont need dealer admission, its plain fact.); they’re untrustworthy. Walk away and move on. Name and shame. End of story. Why you are still hanging around this dealer, I’ve no idea.
2 reasons Psuader.
1) As someone suggested the dealer may be thinking that they can use my order in some way and it hasn’t actually been cancelled/changed so will still be sitting in the queue for January. They’ve maybe thought they can pass of a lower spec cancellation to me. So, if that’s the case, then I’ll find out via the screenshots or head office complaints process and potentially get the car I ordered in the original timeframe. This of course is highly unlikely but I live in hope. I’ll be requesting it is sent to another dealership in the company if that’s the case.
2) When I called Motability about this they said I should try to reach a solution with the dealership and then do the official complaints process for the company if unsuccessful. I assume it’s some sort of box ticking exercise that means Motability don’t get into a dispute with the dealership. Happy to do it as it might get me some answers, just not sure how long the response will take over Xmas/New Year (and in a pandemic) so I expect I’ll be looking to do a new order sometime in January.
(@ldc7080 – Peugeot 3008)
When we placed the order for our current Mitsubishi Outlander PHEV we were given a full print out specification down to the last detail.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
When we placed the order for our current Mitsubishi Outlander PHEV we were given a full print out specification down to the last detail.
Same here. Still have it. All details completely correct.
I really do think the sales agents, with permission of their manager, have taken it upon themselves to sell your order to another customer, likely with larger profit margin.
You have the print out and they’re playing coy when you ask basic questions….
The printout doesn’t mean anything. That only means that in their system they stored the information correctly.
That doesn’t tell you what they actually ordered from the factory, and whether or not that was cancelled, changed or simply “wrongly entered”.
Here’s what that looks like for VW.
Your printout doesn’t tell you if they ordered the correct car, but re”routed” it to another customer for some reason, while you’re getting his lower spec’d car.
In fact, i wouldn’t actually let them get away with a simple screenshot (that can be A: manipulated or B: taken so it doesn’t show the commission number) – i’d go there and have them show me. If they made a mistake, i’d still cancel with them right there and walk out, but without leaving a few choice words.
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