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I originally placed my order for a replacement vehicle in early August of last year. I was told the order had been cancelled twice by Vauxhall updating the Astra Sports Tourer.
Last week I was informed the car was finally arriving but the order had again been cancelled yet again and my dealership had obtained a car with the same spec from a different dealership. At the handover, the car was there but covered with a big red Vauxhall sheet while all the paperwork was done. The first thing I noticed when the cover came off was a chip of paint missing from a door handle and the car was not fitted with parking sensors. These I was told would be fitted at a later date.
Had I seen the car and known about this before doing all the paperwork I would not have accepted it. No one at Vauxhall or my dealership seems to have the slightest clue as to why the orders were cancelled. I just feel badly let down by the dealership and Vauxhall in particular.
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Wait so they’ve downgraded the specs on newer models? Surely that’s bait & switch?
Parking sensors an option! Really , that’s awful, nearly every car must have them as standard now surely or at least I thought they would, I remember the car I first had them on was a 2004 Mondeo, had them on every car since and I’ve been through a lot since then, I would of thought these days it was just a standard thing, maybe I’m wrong
Yup £480 option unless you get the Griffin edition (where they cripple the choice of colour, naturally). Yet despite being an option it still has all the other bits like forward collision alert, how does that make any sense?
Definitely makes no sense as you say, I know some cars don’t have rear sensors if they have a reversing camera, but even then in wet weather my camera on the qashqui gets filthy so the sensors are handy to have. I don’t get why they start stripping these cars of standard equipment and then charging it as an extra, it confuses me so much
Yup £480 option unless you get the Griffin edition (where they cripple the choice of colour, naturally). Yet despite being an option it still has all the other bits like forward collision alert, how does that make any sense?
I think it’s because things like forward collision alert affect the EuroNCap safety ratings, whereas parking sensors don’t. Thinking about the original question, could it be due to the fact that manufacturers like Ford and Vauxhall often have a line at the bottom of their Motability price lists saying that parking sensors will be fitted for Motability customers where not included as standard? These will almost always be the cheaper aftermarket sensors fitted at the dealership (which give the audible warning only) rather than the addition of a factory option where they are fitted during assembly and therefore have the visual warning as well.
Maybe that’s an interesting point, it just seems like shooting yourself in the foot when 99% include them on the rear at least even on lower spec trim. Hell my 97 Toyota had them front & rear.
Maybe it’s just a way of making the astra look that little bit cheaper than it’s competitors?
By way of an update, after speaking to Motability on Monday, the lady on the phone spoke to my dealership while I was on the phone and they promised her they would get back to me the same day with some answers.
Needless to say there has been no contact from the dealership at all. This is typical of them but I thought a call from Motability might carry more weight. Obviously not. The day after I collected the car the manager of the dealership sent an email wishing me “A Happy New Car Day” and saying he hoped it was “my best ever handover so far”. In my reply I laid out all the problems and explained it was the worst handover ever, not the best. I’ve not had a reply from him either. I thought at least he would try to defend his service.
I will be contacting Motability again tomorrow just to keep them up to date too. What a disaster this handover is turning out to be. No one seems in the least interested.
I imagine in the managers defence unless it said otherwise that email was probably auto generated & from an unmonitored email account.
I would find the guys direct email or write a letter outlining your demands/questions saying failure to sort this will result in me rejecting the car. Something like that, also rather than the manager the MD of the group or ask for contact with the principal.
Hope you get somewhere it’s not good enough
Oh in my experience a 1 star review on trust pilot etc lubricates the wheels of justice with companies that otherwise don’t care, most really really hate a 1 star review being left, especially if it has good details about what they screwed up
Is there any way you can contact Motability by email at all?
If possible I’d like to write down everything that’s happened with this handover from ordering to the present. I’d feel much better if it was all written down.
I have looked and can not find an email address for customer services.
There a 3000 letter general enquiries form here
Joss
Current car: BMW X2 sDrive 20i M Sport 5dr Step Auto In metallic Portimão Blue. 04:10:2025
Previous car:Peugeot 308 GT Premium 1.2 Pure tech Petrol.This is published on the complaints page
By way of an update, the dealership tell me they have received a Notice Of Concern from Motability, not sure what that is, and Motability tell me they have raised my case to a Complaint and it has been assigned a case handler who has now contacted me and gone through the details right back to me placing the order.
Really pleased with the support from Motability. Most helpful.
@FiestaRed. Is the case handler from Motability or from the dealership?
I am so pleased your case has been escalated to a complaint. I know it’s a strain but unless we report dealers that are trying to pull a fast one, not only on your good self, but also on Motability. They will continue to take us for mugs.
I do hope that you get a good result. As usual please keep reporting developments.
Joss
Current car: BMW X2 sDrive 20i M Sport 5dr Step Auto In metallic Portimão Blue. 04:10:2025
Previous car:Peugeot 308 GT Premium 1.2 Pure tech Petrol.The case handler is from Motability Joss.
I have been with the same garage for many years but the dealership changed hands after my previous handover. Another case of the small guy being taken over by the big boys. The Motability specialist for all my other cars just could not do enough for you, she was brilliant. Even phoning up to let you know what stage the build of the car was at.
Sadly I can’t say the same about the present dealership. While I was on the phone to Motability earlier this week, they put me on hold while they contacted the dealership who now deny having received a call from Motability at all.
Cheers FiestaR. I would feel very happy it’s Motability who are the case handlers. Which company took the original dealership over ? No, best not answer that just in case we get a complaint.
So is your car in a state of flux now FR? you can’t go forward with your order whilst it’s under investigation?
Joss
Current car: BMW X2 sDrive 20i M Sport 5dr Step Auto In metallic Portimão Blue. 04:10:2025
Previous car:Peugeot 308 GT Premium 1.2 Pure tech Petrol.I have the car at the minute Joss but never having been involved in a complaint before I’m not sure what is happening. Just waiting for the claims handler to get back to me.
If it’s of any help to others who need to email Motability, the link from Richard in post #146396 above did allow me to send an email to them listing all the problems I felt had arisen during my recent order. Motability have acknowledge receipt.
Mother Nature don't draw straight lines, We're broken moulds in a grand design, We look a mess but we're doing fine, We're card carrying lifelong members of the Union Of Different Kinds....
Fisherman's Friends, Glastonbury 2024Right I see. In that case I guess your options are limited.
Either wait for claims handler gets back to you, or ring them and ask for an update. Or tell motability that you no longer want the car as it is not what you ordered.
Either way if the latter is your option,then you will have to go through everything from the start with a new dealer.
Or wait it out with claims handler. Personally i would wait it out with claims handler.
Joss
Current car: BMW X2 sDrive 20i M Sport 5dr Step Auto In metallic Portimão Blue. 04:10:2025
Previous car:Peugeot 308 GT Premium 1.2 Pure tech Petrol.The claims handler got back to me this morning and all he managed was that he had spoken to the dealership and advised that I wait until the fit the aftermarket parking sensors and then if I was “happy” to let Motability know. I said I wasn’t “happy” at all as the dealership did not supply the car I ordered.
Can’t say that on this occasion I am really impressed with Motability.
Give motability some direction. Tell them if you want the order cancelled and wish to change without a fee. I’m a great believer in saying what you want as an outcome or at least having an idea first. Dealership is completely at fault and of course not anything you have done but you need to tell them what you want to happen.
Thanks for the reply Tim. Basically what I want is the car that I ordered, not a car that’s been sourced from another dealership. I feel I was misled by the dealership simply in that I was not told about any of the problems before I gave them my PIN number.
I do accept that it is my responsibility to check the car before handing over the PIN number but having done the same on every previous handover I guess I was too trusting. It will not happen again though.
I completely agree. Tell motability you want a free cancellation and wish to reorder. I’m sure they can accommodate this. I personally wouldn’t reuse that dealer and you should be able to use the current unfit vehicle until the new one arrives where ever you end up ordering. Be wary of your current dealer misleading you with delivery dates to retain a second sale, I’d go elsewhere personally.
@FiestRed
I would be very disappointed with the response from claim handler. As others have said, get a free cancellation and go else where. Maybe even think about a different make altogether.
By cancelling your putting a dud car and dealership on motability responsability.
Good luck with what ever path you choose FR but keep us dated. I have ordered more pop corm lol
Joss
Current car: BMW X2 sDrive 20i M Sport 5dr Step Auto In metallic Portimão Blue. 04:10:2025
Previous car:Peugeot 308 GT Premium 1.2 Pure tech Petrol.Apologies for the late response but I’m posting by way of an update.
Cutting a very long story short and after complaining to Motability, Vauxhall’s CEO and my dealership, Motability got back to me saying they have authorised an early cancellation and waved any fees. Which for me is really good news.
I do like my Astra Sports Tourer but after what I feel was a lot of messing about from Vauxhall and the dealership I feel I will go to another manufacturer and especially a different dealership. One of the lessons I have learned from this is to definitely go all over the car during a handover and make sure I am happy before entering my PIN number.
All I need to do now is choose a vehicle that is not likely to get cancelled three times and has a decent delivery time. Thanks to everyone on here for all the help. It has been really appreciated.
Mother Nature don't draw straight lines, We're broken moulds in a grand design, We look a mess but we're doing fine, We're card carrying lifelong members of the Union Of Different Kinds....
Fisherman's Friends, Glastonbury 2024@FiestaRed A good outcome for you then Red. I hope you have a better experience with what ever car you choose next.
Joss
Current car: BMW X2 sDrive 20i M Sport 5dr Step Auto In metallic Portimão Blue. 04:10:2025
Previous car:Peugeot 308 GT Premium 1.2 Pure tech Petrol.
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