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Hi all,
Recently disabled need my independence thought I’d get a mobility car… thought it would be straightforward how wrong I have been
Car 1 – found a dealership – awful service (just wanted a sale) didn’t discuss my disability went through everything ended up with a push pull control. Not given any tuition or support and crashed and wrote off another car!
Car 2 Reapplied to lease another car, BUT this time I had a proper assessment booked through Mobility carried out miles away from where I live. Great assessment and gave me the recommendation that I needed an accelerator over-ring left foot braking. Got the car went out with my husband the over-ring didn’t feel right. Went out with a trained disability driving instructor he picked up the fault straight away. It is dangerous and dangerous to drive. Have contacted all parties involved no one wants to take accountability.
Any ideas what I can do now
Thanks in advance for any help
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Mrs Joe has driven adapted cars for 35 years, majority of which were from Motability. What’s the problem with the adaptions, I usually suggest contacting the adaptation installer.
Presuming both Car 1 and Car 2 are from Motability, Car 1 case is irrelevant. Car 2 – you can return as unsuitable. But more important, what exact adaptation do you think will work for you, so you won’t face same issue with Car 3?
Sent from a mobile device.
Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 (unhappy customer, but won my case with Ombudsman)
Motability Mazda CX-60 PHEV July 2023 (unhappy customer - early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019 (happy customer)Jojoe – thanks for your reply.
Spoke at length to adaptations company. Hopeless to be honest – kept saying very busy… would chase as soon as possible…
Motability won’t pause payment as the car is still drivable if you are not disabled. Are am disabled the over-ring is dangerous and could cause an accident therefore car is not drivable. I am out of pocket over £1000.
Kdwolf thanks for the reply
For car 2 I had an assessment recommended by mobility to make sure I had the right adaptations. Being newly disabled this wasn’t the case with car 1. The salesman just wanted a quick sale.
It is the over-ring that is faulty, a mechanic from adaptations company assessed car. It would appear no-one checked the car before delivery as if driven with over-ring the problem would have been identified. Car is dangerous for me to drive, as I am disabled – if you are able bodied, fine!
Mobility won’t pause payment as the car is still drivable – but is not fit for purpose for someone who disabled. Stupid woman at mobility suggested I get the Rac out to check if I was working …
So I am left without transport again, and paying alot of money for something that doesn’t work and no support
It is a joke, which isn’t actually very funny could be dead before it’s sorted out
Kdwolf thanks for the reply For car 2 I had an assessment recommended by mobility to make sure I had the right adaptations. Being newly disabled this wasn’t the case with car 1. The salesman just wanted a quick sale. It is the over-ring that is faulty, a mechanic from adaptations company assessed car. It would appear no-one checked the car before delivery as if driven with over-ring the problem would have been identified. Car is dangerous for me to drive, as I am disabled – if you are able bodied, fine! Mobility won’t pause payment as the car is still drivable – but is not fit for purpose for someone who disabled. Stupid woman at mobility suggested I get the Rac out to check if I was working … So I am left without transport again, and paying alot of money for something that doesn’t work and no support It is a joke, which isn’t actually very funny could be dead before it’s sorted out
Sadly, this sounds like (yet another) case that needs bringing to the attention of the Motability CEO and his team to resolve ASAP.
As @kezo has previously mentioned on other threads requiring this level of intervention, his e-mail address is:
andrewmiller@motabilityoperations.co.uk
You need to include your name, address, contact number, account number and a full explanation of what has happened. Someone from the CEO’s office will then pickup on it and action a solution within 24hrs (normally within a few hours (excluding weekends).
Don’t bother with either the dealership, installer or Motability customer services now or you will just go round in circles again. The CEO e-mail above will resolve this.
Thanks BigDave
I was heading in that direction
It’s an annoying situation to be in.
If they won’t do anything I will go to the press and anybody who will listen!
As a newly disabled person I didn’t realise how frustrating it is – things need to change
Thanks BigDave I was heading in that direction It’s an annoying situation to be in. If they won’t do anything I will go to the press and anybody who will listen! As a newly disabled person I didn’t realise how frustrating it is – things need to change
I would be very careful with that: first none will be listening and secondly, if you won’t be extremely careful in your wording, Motability and / or the dealer and / or the adaptations installer will take a legal action against you with high chance of success.
Therefore I would be focusing on clear and concise wording of your letter to the CEO as per @kezo and @BigDave recommendations above.
P.S. I am not against you, but the opposite – saving you time and money, based on observing for years many people’s actions. Especially the latter.
Sent from a mobile device.
Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 (unhappy customer, but won my case with Ombudsman)
Motability Mazda CX-60 PHEV July 2023 (unhappy customer - early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019 (happy customer)I wouldn’t go to the press, there’s so much anti Motability sentiment at the moment they’d likely turn it against you. Definitely do as BigDave suggests and email the CEO, lots of people on here have had success going down that route.
I’m intrigued as to what the fault was with the hand controls. I suspect that there must be many similar adaptations out there – is it a generic problem, user problem or faulty control?
Skoda Enyaq Race Blue
actually getting rac out not as daft as it sounds as then you have an official report from a mobility partner that the car is faulty and then it goes through an internal team to sort it out
There are correct procedures to follow when putting in a complaint of any kind, and to the press at the first hurdle, is certainly the wrong thing to do. I can just image the headline, along with the comments section, let alone if your not 100% correct, as we often think we are.
You said, you went out with a trained disability driving instructor; did you ever get a report of his findings on paper/email, as a physical report would be useful and worth getting hold of!
Did you asked the adaptions installer to look at your concerns, with the possibility of installer coming out and checking the adaption or if it was possible to visit their premises or a local dealership where was carrying out an adaption for another customer before initially contacting Motability.
What exactly, has Motability customer services told you to do?
You could of course take it to the CEO, providing a detailed report and with written evidence from the driving instructor, would certainly help your case, but do understand the CEO is not a magic wand if your not in the right.
Good luck!
Thanks Kezo
To call Rac is again something I may have to do. It’s a waste of time though. The car is perfectly drivable and roadworthy for able bodied drivers and would be deemed safe.
With adaptations dangerous as over-ring accelerator does not work properly and is not fit for purpose for a disabled user.
The engineer from AIC adaptations found the fault too – sent a report but don’t know what it said. If they had test driven the car after the installation they would have picked up the fault. Then this would not have happened
Thanks veteran75
Dumfriesdik
It is an over-ring accelerator with left foot braking. Over £1000! Been assessed by driving instructor (disability specialist) – definitely not me (the user)
It is a fault with installation which cuts out without warning leaving you stranded and dangerous 😳
Thanks veteran75 Dumfriesdik It is an over-ring accelerator with left foot braking. Over £1000! Been assessed by driving instructor (disability specialist) – definitely not me (the user) It is a fault with installation which cuts out without warning leaving you stranded and dangerous
Personally, I would call the people who fitted the adaptation. I take it the fault appears as you are driving along? It isn’t the stop/start at the traffic lights is it?
I didn’t really think it would be user error, there isn’t much you can do wrong is there?! (Rhetorical)
Skoda Enyaq Race Blue
Ha DumfriesDik I was getting paranoid thinking it was me!
The main problem it doesn’t accelerate from a junction dangerous… and loses power around a roundabout – so not safe.
I have been in touch with the installation company AIC. At some point they will collect the car but they are so busy they couldn’t tell me when! Grrrr
Lets hope they can get your booked in and sorted double quick smart. It sounds like it is their problem to me.
Just check that there isn’t a loose nut on the steering wheel . . . I’ll get ma coat.
Skoda Enyaq Race Blue
Thanks! DumfriesDik
I will p them off with my persistent phoning and messaging. It has not been a smooth road to get a disability car filled with pot holes and road blocks. Wished I’d not bothered it has just added more frustration with my sudden change in mobility…
The installer suggesting he’s busy and will fit you in when he can (likely forgetting to), whilst your left with a potentially dangerous vehicle, due to your disability, likely leaving you without a vehicle isn’t on.
Also remembering, if you crash the car, it going to be your fault, simply because, you knew the adaption was faulty or incorrectly fitted, not least because all parties are aware. I suggest you park it and leave it, untill its fixed!
Do yourself a favour and get a full and constructed email to Motability CEO (details above), so it on the office desk first thing on Monday, making them fully aware the car is not safe to drive.
N.B if you want to quote someone, so the other person knows put a @ infront of their screen name i.e @kezo 🙂
Also it wasn’t me that suggested the RAC!
I sent three letters reg post to the CEO one was at london office the other at bristol office never had one reply. So being fed up trie the Scotland office still never had any reply so phoned them as I had proof they were signed for and the call centre said you will get a reply and this was 0ver 3 months ago. Then I tried phoning again and the Girl posted me am email saying stop phoning us in a sarky manor which is very rude. The scheme also is not the same as it was when I joined it 29 years ago you used to be able to ask to speak to managers higher up the chain but now they will refuse and even put the phone down on you if asking for answers.
Ickle have you tried Mobility Station as they fitted my carolift boot hoist and very helpful they can come out to you but you may have to go with the installer you used or ask Motability if you can use another as it is serious and dangerous what is happening to your car. Here is my installer Mobility Station Heathrow Branch: 1-2 Horton Close, UB7 8EB · 01895 520361
I sent three letters reg post to the CEO one was at london office the other at bristol office never had one reply. So being fed up trie the Scotland office still never had any reply so phoned them as I had proof they were signed for and the call centre said you will get a reply and this was 0ver 3 months ago. Then I tried phoning again and the Girl posted me am email saying stop phoning us in a sarky manor which is very rude. The scheme also is not the same as it was when I joined it 29 years ago you used to be able to ask to speak to managers higher up the chain but now they will refuse and even put the phone down on you if asking for answers.
@on the spectrum Sadly and annoyingly, you are totally right, nowadays organization’s and companies, seem to have cottoned on to the attitude of, if we don’t bother with giving customer service, “so what” we are no longer answerable to anyone either internally or externally and no one can do anything about it.
After all, where else is the customer going to go to, if we are all feeding back the same, “don’t care attitude”.
Of course, this is not a new attitude, as it goes away back in time. well before any of us were born.
However, it only changed by people standing up to the attitude and fighting against it and fighting for their/our rights, for issues such as the NHS, Free Care, At Point Of Use, Social Housing and a Social Welfare State, including Care.
Which in turn led to many improvement’s, such as, Attendance Allowance, in 1971, which in turn led to Mobility Allowance in 1976 and our Motability in 1977/78, which most of us have been very grateful of and want to keep, with it’s original purpose, right’s and service.
All these right’s were not given to us, but gained by people, questioning, nameless, faceless, people who used their power, behind the name of Government bodies, Organization’s.(or in the case of Motability Operation’s), Companies, to prevent us of our rights.
I know, I was there fighting for peoples rights.
Never be afraid to question Government, Organization’s or Companies, on policies, or decision’s, they are merely made by people.
@on the spectrum, if you sent three letters to the CEO, then there is the possibility of sending them to an organisation, that size, that the letters would not get anywhere near the the CEO,s office, even if someone signed for recieving them.
Have you tried using the CEO ‘s email address, to email him.
Thanks for everyone’s help. I will update if anything changes – I am not holding my breath… might have to contact Matt Allwright…
I am sure I can’t be the only one who has been left on the roadside by mobility.
@on the spectrum, if you sent three letters to the CEO, then there is the possibility of sending them to an organisation, that size, that the letters would not get anywhere near the the CEO,s office, even if someone signed for recieving them. Have you tried using the CEO ‘s email address, to email him.
Many thanks Good idea although it may go to his secretary and not get buy CO but it is worth a try.
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