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Hi,
A couple of weeks ago i had a telephone call with the Motability specialist at Ford Redhill.
I informed him that i wanted my next Motability car to be the Puma ST Line.
The 1st date that i could order my new car being 15th July in accordance with Motability’s T&C’s.
In the call i agreed to have the £750 new car payment sent directly to Ford.
I also agreed to making a single one off payment of £170 to cover £25 in fuel to be put into my new car plus an extra amount in relation to the shortfall for my chosen Exclusive colour.
On Monday 10th July through to yesterday (14th July) i called Ford every day hoping to speak to the Motability specialist regarding changing the model from the Puma ST Line to the Kuga ST Line.
Unfortunately i was unable to speak to the Motability specialist because “He’s not at his desk” or “He’s with a customer” but he will definitely call you back. Sadly he never did call me back!
Yesterday i called Ford yet again, and yet again i was told that the motability specialist was not at his desk.
I then said to the telephone receptionist “You know what, i’ve spent a whole week trying unsuccessfully to speak with the Motability specialist and clearly he doesn’t want my business therefore i will take my business elsewhere. Btw, please arrange for a full refund of the £170 that i paid a couple of weeks ago”
10am this morning i called and spoke with the Motability Specialist at a different Ford dealership 25 miles away and we agreed that i would come into their dealership on Friday 21st and order my new Kuga ST Line.
11:15am today i received a telephone call from the sales manager at Ford Redhill informing me that the Motability specialist was on holiday in Spain last week which is why i never received a call back.
I went on to explain to him that i will be getting my new Kuga elsewhere.
The Sales manager then told me that i cannot pull out of the order because my Puma has a confirmed build date plus a confirmed delivery date to the dealership in late Sept.
He went on to say that why should his dealership suffer financially if i pull out of the Puma order and i was being very unfair therefore i will not be receiving a refund of the £170.
He finished by saying “Look, we can work this out because you cannot order from another dealership because you have a confirmed order with us.”
I then informed him that i do not have a confirmed order with them nor have got a legally binding contract with them until such time as i sign something and/or input my Motability pin number.
The call ended with both of us shouting.
He was shouting that an order is an order and i am being very unfair.
…and me shouting that i will chargeback the £170 through my bank and if that fails i will see him in the local small claims court.
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i think youll find as you paid extra for paint you might not get that money back as technically thats an extra that you ordered
Indeed the sales manager was trying it on arguing you can’t back out, when indeed you can at any pint upto entering your pin as you have done. The dealer is unlikely loose out selling it retail.
What matters is the £170 you paid upfront which covered £145 for your paint choice and £25 for fuel?
Firstly the dealer has no right to keep the £25 you gave for petrol however the additional cost of your paint choice is not so clear cut – The dealer is in their right to withhold the £145 cost for your chosen paint and can argue the fact the colour you chose is not popular and does not sell well, regardless of whether your chosen colour does or not. Your only hope is they refund for the paint or you can prove your chosen colour is popular and the dealer is being unreasonable but, it likely to cost you more than £145 doing so!
Good luck!
There is a lesson to be learned here. Do not pay any monies up front.
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.Thank you for the replies to my post.
Hopefully my future posts will be good news stories re all things Motability.
Just checked my banking app and i was very pleased to see a ‘3rd party payment’ go into my a/c future dated to Monday 17th July. Ford Redhill could’ve played hardball and resisted refunding me £170.00p (or part of it) so i count myself very lucky that they eventually decided to refund.
I’ve learnt two very valuable lessons:
1. In future i must try to avoid Ford Redhill at all costs.
2. Never pay money up front when choosing my future motability vehicles.
“Did he have a good holiday in Spain” lol.
The Motability specialist of course never went on holiday to ??, the Sales Manager was clearly just trying to excuse some pretty poor customer service.
Something that I forgot to mention in my original post was the Sales Manager also tried to tell me that according to their phone records nearly all of my calls went to a different Ford dealer and he would send me their phone records as proof if I wanted that. He quit talking about that when I said that I could also show him my phone’s log confirming that I called Ford Redhill every time
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