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Hi there
I have a 2023 2023 Ford Kuga. Love the car and the scheme.
A few weeks ago, there was a rattle noise behind the glove box. Took it into the local ford dealer and they could not find anything apparent but definitely heard the noise. Ford asked me to bring the car back and book a courtesy car through Motability as the whole dashboard may need to come out.
I brought the car back and was told that I would be called when the car is ready.
I was called the same evening and told that a coin was found and was told that it was not a warranty issue and that Motability has refused to pay for the repair. I was told to claim on the insurance. I called the insurance who said not an insurance issue. It was 6 hours labour to remove the dashboard at £165 per hour.
I have no young children and am always in the car and so have no idea how a coin ended up behind the glove department.
Motability asked me to leave it with them.
An account manager in Motability are dealing with it. I have found out this information as I have gone along.
Ford did not obtain authorisation from Motability to take the whole dashboard off and look for a rattle. Ford went ahead and did it without any permission.
Ford assumed it would have been a warranty issue but should have confirmed with Motability first.
Ford have subsequently told Motability that
“We advised Mr Khalid there may have been a cost involved”
They did not say anything of the sort. If someone advises you of a cost the natural reply is to ask for an estimate of the cost involved. You do not walk away and offer a blank cheque for any amount of spending especially at main car dealers. If I had been advised that it would involve a cost to me, I would certainly have called Motability for advice and how to proceed. I certainly am in no position t pay for car repairs. This is one of the main reasons for joining Motability.
Ford have categorically lied about this and at point was I advised of being asked to pay.
The car is still at Ford in bits as it will not be put back together until someone pays.
Now I am absolutely out of my mind with worry as I am terrified that I will be asked and threatened with further action to pay the cost. I am so so worried. I have hardly slept and am terrified.
The Motability account manager has been brilliant and has said they will still pay a percentage and Ford need to pay the rest as they did not ask for permission. Motability are dealing with and have told me not to worry but I am still worried.
But Ford are saying we told Mr Khalid there may be a cost involved. Ford are sticking to their guns.
I am going mad. I suppose I am venting a bit and just asking if anyone has had similar experience.
Any advice would be greatly received.
Thanks guys.
Sorry for ranting on for so long.
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Hi there
Sounds a stressful situation but I’d be telling ford to do one or take you and mobility to court, their problem if they thought it was under warranty and then didn’t seek your permission.
All their fault and problem , don’t give them a penny and stick to your guns .
Ask them for the permission they had to carry out the work !!!
But Ford are saying we told Mr Khalid there may be a cost involved. Ford are sticking to their guns.
If Ford thought there may be a cost involved, they should have discussed it with Motability who own the car not you! As you only lease the car, you don’t have permission to authorise a repair, that may attract a bill. Ford know this and are just trying it on and know they have no legal grounds to come after you for payment and Motability aren’t obliged to pay, as authorisation was not granted, prior to any work being carried out.
Let Motability sort it and split the cost if they want to. Ford have no recourse agains’t you, so don’t go worrying yourself.
The Ford dealer is trying it on, if you were a private customer they should have given you an estimate for the work involved, as Kezo stated they were fully aware it was a Motability vehicle, it is there vehicle only they can authorise any work to the vehicle, you are merely a user.
When you say glove department, I am assuming you mean the glovebox, to gain access to the air-conditioning filter you press the retaining clips both sides of the glovebox, it drops down for access to remove and replace the filter, it a 10 minute job so why remove the dashboard.
My final point how do you know it was a coin behind the dashboard you only have their word for it, it could easily been there at the assembly line and recently dislodged.
After about 12 months all Ford vehicle start to rattle.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
If you get no joy from your account manager, ask for it to be escalated. If this still doesn’t resolve the issue, then that’s the time to involve the Financial Ombudsman Service to get it all sorted out. As @kezo said nothing to do with you let them fight amongst themselves.
Thanks guys. Appreciate the advice. Definitely gonna stand firm.
I thought Ford were trying it in but needed to hear it from others.
Much appreciated.
I will keep you updated.
Sorry you are going through this….so much for ‘worry free motoring’…
I’ve had a number of issues with my Ford, if I can, I hope next time I’ll get a different manufacturer to fix my motorised ramp to.
I hadn’t realise it took ‘all day’ for Ford to get permission to do an oil service on my vehicle 6 months in to it’s use, so work was done later the next day, which made it difficult for me to drop off and collect. I will have to do taxi next time.
Your post will help me to be doubly wary in future and ensure I keep myself totally out of any ‘work to be done’.
@Shakkhalid OMG 😱 What an utter nightmare.
I am 100% with @kezo on this. It is not your car, so you could not have authorised chargeable work anyway. The problem is entirely between the dealership and Motability, so let them fight it out between them.
Please let us know how it all ends up!
When you get you car back and service time comes around, remember how this dealership lied to cover their own ends, so take the car go elsewhere!
The only contact Ford would get from me would be the delivery date/time back to the registered address, otherwise please don’t bother me, at all..😐..
Bristol Street Motors Ford in Stafford tried in on me in 2023, we ordered a Ford Kuga PHEV we were even given a build date however the would be unable to release the vehicle due to a safety issue engine fires which Ford were yet to resolve, short story I contacted Motability no more Ford Kuga.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
Bristol Street Motors Ford in Stafford tried in on me in 2023, we ordered a Ford Kuga PHEV we were even given a build date however the would be unable to release the vehicle due to a safety issue engine fires which Ford were yet to resolve, short story I contacted Motability no more Ford Kuga.
To be fair to the dealership in that instance, there was a long pause on Kuga PHEV deliveries due to the exact reasons that they told you, although I thought that was back in 2021 because I wanted to test drive one when we changed that year and Ford had put a block on customer test drives due to the fire risk, which sort of put me off anyway 😂
I want to know what the coin is! Is it a UK coin??
Ridiculous that you are being put through this, and I hope it is sorted to your satisfaction soon.
Skoda Enyaq Race Blue
Your replies have been awesome. Have really helped me put my mind at ease.
Apparently it is a 50p piece.
If it is mine I would like it back🤣🤣
Motability account manager will be phoning me today to update.
I will let you guys know what she says.
Thanks again.
Bristol Street Motors Ford in Stafford tried in on me in 2023, we ordered a Ford Kuga PHEV we were even given a build date however the would be unable to release the vehicle due to a safety issue engine fires which Ford were yet to resolve, short story I contacted Motability no more Ford Kuga.
To be fair to the dealership in that instance, there was a long pause on Kuga PHEV deliveries due to the exact reasons that they told you, although I thought that was back in 2021 because I wanted to test drive one when we changed that year and Ford had put a block on customer test drives due to the fire risk, which sort of put me off anyway 😂
Still ongoing in 2023 apparently conrod failures exiting the cylinder blocks causing the engine oil to catch fire when coming into contact with the exhaust manifold, Ford solution was to remove some on the air vent in the front grill and drill some holes in the engine plastic sump guard ?
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
Hi guys.
Had a phone call from Motability today.
Dealer support team got involved and emailed Ford on the morning of Friday 21st and told them in no uncertain terms that they were responsible for the work as they had not obtained authorisation from Motability nor any signed consent from me.
Ford emailed back on Friday late afternoon and said the car had been put back together and would contact me to arrange collection. Waiting for them to contact me.
Motability initially agreed to pay some of the labour costs but I think they withdrew the offer once Ford started getting silly with their “demands.” From my understanding they were looking to recover labour costs of 10 hours x £165 plus VAT, which is a staggering £1980.
They were essentially expecting me to pay that.
I will leave that with you.
Hi Shakkhalid, my only criticism is that you didn’t contact Motability to get their advice before you took your car to the Ford dealership. But I do sympathise with you how the Ford dealership have dealt with this situation! And charging £165 per hour labour is an absolute disgrace! Good luck.
if your brakes start grinding do you phone motability or phone the dealer. I know who I would be phoning.
I have a 2020 kuga and I would be cautious.
my car went in for an ad blue top up once
car never came back for 13 months honestly and ended up an insurance claim on my insurance as the ad blu ended up in the wrong bit.
I did get a nice cheque back when it was all over and still furious my name has a claim against it that affected my motorhome insurance
even now my car running poorly and currently cannot pass a MOT on emissions so I’m driving no MOT lol
im about to order another car
motabilty don’t always fight your corner furiously like you think and go for easy option
I have a 2020 kuga and I would be cautious.my car went in for an ad blue top up once
car never came back for 13 months honestly and ended up an insurance claim on my insurance as the ad blu ended up in the wrong bit.
I did get a nice cheque back when it was all over and still furious my name has a claim against it that affected my motorhome insurance
even now my car running poorly and currently cannot pass a MOT on emissions so I’m driving no MOT lol
im about to order another car
motabilty don’t always fight your corner furiously like you think and go for easy option
@Dazzle666 Surely that cannot be correct that you are driving with no MOT? I sincerely hope not, as this is an offence which will incur you (not Motability) a fine if caught and could be invalidating your insurance (which Motability would not endorse, as it puts them on risk as well as you should you have an accident). The only time that you can drive a vehicle on a public road with no MOT is driving to a pre-booked MOT appointment. If the car cannot pass an MOT you should be refusing to drive it and insisting that Motability take the car back with no early termination penalty and they should be providing you with a hire car until your next car arrives.
I am with Glos Guy on this one it is you who would be held responsible, if you were involved in an accident and someone was injured your insurance would be invalid, you would also receive points on your driving licence. You could end up being liable for the claim, bye bye motorhome.
You state you without your Motability vehicle for 13 months, did Motability supply a hired vehicle and how did the vehicle manage to pass all its services checks.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
I’m aware of the problems
yes they should supply a vehicle
no wait they DO NOT HAVE TO that’s a myth
they can arrange taxis but there’s a financial cap on that
if you live rural where a 10 miles trip to shops is normal taxis cost a bomb
one day when it esculate and investigated yes your right apologies and a award will be given I’ve no doubt
but back in real world Motabilty do not fight your corner
I have a insurance claim for something that happened to my car whilst in dealers custody when a couple months old and I literally was without a car almost a year
the result is car struggled to be mot on year 3 ( I took it to another garage and paid for it) and this year once again the car does not meet emissions
for those saying it can’t happen I have car outside my house right now, if you want a point proved meet me and check for yourself lol
these things do happen
I can refuse to drive but them I’m stuffed big time
im on benefits, I’ll have no car and my money still will go to motability
i accept one day it’s sorted, fully agree but don’t help me tomorrow when I need to pick medication up or fridge runs out of milk
has anyone rung motability recently and been in que and had someone read off a card the answers and if your slightly not on the tickbox in lumba?
I have a 2020 kuga and I would be cautious.
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