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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.
- Replies
@Dazzle666 I’m sorry, but you aren’t making much sense. I am often critical about Motability, but that’s about poor vehicle choice and some questionable policies, but from a customer service perspective I have always found them to be extremely helpful if you explain your situation politely and clearly.
If your car is off the road for a prolonged period they will provide you with a hire car, unless your usage is very low and taxi fares would work out cheaper. Either way, they aim to keep you mobile. That’s why you pay them £4,000 a year in benefits plus an Advance Payment. I genuinely wonder if you have explained your situation clearly to them, as there is no way that they would be allowing you to continue driving a car that was unable to pass an MOT. They will never knowingly instruct you to carry on driving a car illegally, which is exactly what you are doing.
You say that you are stuffed big time if you cannot drive. Well you will be stuffed far more if you are caught driving the car. Police traffic cars have ANPR cameras which flag passing cars with no insurance, tax or MOT. There are also DVLA roadside cameras and vans that do the same and you risk receiving a summons, substantial fine and points on your licence. It will get even worse if you have an accident as you may well find that your insurance is invalid.
If you feel that you haven’t got anywhere with Motability, is there a family member or friend who could maybe phone them on your behalf to explain the problem and the fact that you feel that you are being forced to drive the car illegally?
@Dazzle666 I’m sorry, but you aren’t making much sense. I am often critical about Motability, but that’s about poor vehicle choice and some questionable policies, but from a customer service perspective I have always found them to be extremely helpful if you explain your situation politely and clearly. If your car is off the road for a prolonged period they will provide you with a hire car, unless your usage is very low and taxi fares would work out cheaper. Either way, they aim to keep you mobile. That’s why you pay them £4,000 a year in benefits plus an Advance Payment. I genuinely wonder if you have explained your situation clearly to them, as there is no way that they would be allowing you to continue driving a car that was unable to pass an MOT. They will never knowingly instruct you to carry on driving a car illegally, which is exactly what you are doing. You say that you are stuffed big time if you cannot drive. Well you will be stuffed far more if you are caught driving the car. Police traffic cars have ANPR cameras which flag passing cars with no insurance, tax or MOT. There are also DVLA roadside cameras and vans that do the same and you risk receiving a summons, substantial fine and points on your licence. It will get even worse if you have an accident as you may well find that your insurance is invalid. If you feel that you haven’t got anywhere with Motability, is there a family member or friend who could maybe phone them on your behalf to explain the problem and the fact that you feel that you are being forced to drive the car illegally?
Me too I am confused I have always found Motability very helpful they may not give you the answer you want to hear, but that fine. If you are stopped your licence will be endorsed, this will have a knock on effect with your motorhome insurance.
From your past posts you require hand controls to drive that will cause problems finding a suitable hire vehicle.
Unfortunately I have suffered a brain injury and occasionally say the wrong thing.
Unless there is written proof of the telling you there may be a charge involved, it wouldn’t stand up in court. Furthermore there is no photographic evidence of a coin lodged behind the dash, causing a rattle only hearsay from them. To add to this, the dealership being Motability accredited dealer, they are fully aware of how Motabilty works and their need to gain authorisation first but, they didn’t and purely nothing more than bad business practice, therfore you have nothing to worry about, as you have been told by an account manager.
Have you been put in a hire car, whils’t this is sorted out?
@Glos-Guy he has another thread on this 🙂@Kezo His previous post on this is on page 1. It looks like the OP has edited his original post on page 1 to the above post.
Joss
Current car: Peugeot 308 GT Premium 1.2 Pure tech Petrol.
Coming soon...BMW X2 sDrive 20i M Sport 5dr Step Auto In November 2025@Kezo His previous post on this is on page 1. It looks like the OP has edited his original post on page 1 to the above post.
I did look but, couldn’t see any page numbers, so thought it was new thread?
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