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Posting on behalf of my partner.
He is a below-the-knee amputee (since May) and on Higher Rate Mobility for the first time, new to Motability. He lives in a rural area in Scotland, so the nearest car dealership (in a city) is approximately 100 miles (!) away.
He found a (Hybrid) car he likes (£1999 deposit) and told them an adaptation is required due to his amputation: a left foot accelerator.
There’s a wait for the car to be delivered to the dealership – the company said they’d take care of the adaptation “later”. At one point their amendments were done in-house, but nowadays have to be fitted at another location.
A month and a half later, after numerous phone calls back and forth, the dealership phoned him a few days ago to say the car is ready and the deposit’s due. He has to be there in person to inspect the car, “okay” everything, sign forms and pay the deposit.
The 100-mile journey is arduous (being a wheelchair user / not getting on well with his current prosthetic) but it’s worth it to him to receive his car.
He insists he told the dealership from the very beginning a left foot accelerator was required ( applicable webpage here – he’s decided he wants a Twin Flip Folding Left Foot Accelerator: https://www.motability.co.uk/whats-available/adaptations/adaptation-prices?open=3 – the most expensive option from there is £99 ).
Unfortunately he realises the adaptation hasn’t been done yet and was told by the dealership a few days ago he now has to pay for the left foot accelerator? He’s upset he may have to start the whole process from the beginning again, with potential extra charges (now we’re past 1st July 2026 and higher deposits are in place, etc).
We thought the Motability adaptation was free, or at least, minimal cost, but he’s worried the full cost will run to £500+ as the dealership seemingly haven’t made provisions for it from the start.
I’ve asked if he received a breakdown of the deposit and extra charges initially and he says he hasn’t – which seems odd? He has a letter confirming the application which says “Advance Rental Payment: £1999” and that’s it.
Does he have to start this application process all over again? Are there provisions for those who find long journeys to a dealership difficult? There should be be a test drive involved at some point too (due to the left foot accelerator), once the adaptation is in place.
Sorry if these questions have been asked already, I tried searching.
Really appreciate any thoughts on this. Thank you!
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Cannot comment on Scotland. Here in England, it’s usually down to the dealer to arrange everything with the adaptations provider. A left-foot accelerator is normally fitted on site. I’ve had flip-flop pedals from both Brig-Ayd and Jeff Gosling, and they’ve both been excellent.
In your situation, I’d telephone both Brig-Ayd and Jeff Gosling , asking who their local installer is, and then speak to the installer directly to find out when they’re available. They may be able to fit the adaptation either at the dealership or at your home.
My main concern would be that you’ve chosen a vehicle that can only be serviced 100 miles away, unless there are local garages that can service it or carry out warranty repairs. Everything is fine while the car is running well, but if you’re unlucky and something goes wrong, it could become a very different story.
Sent from a mobile device.
Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 (unhappy customer - Ombudsman pending)
Motability Mazda CX-60 PHEV July 2023 (unhappy customer - early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019 (happy customer)I think that your question is relating more to whether or not the dealership has followed the correct process?
There are fixed (subsidised) prices for adaptations fitted to a Motability car. In the link below, click on the relevant section and it opens up prices. This is what your partner should pay (in addition to the advance payment for the car).
https://www.motability.co.uk/whats-available/adaptations/adaptation-prices
The adaptation needs to be fitted prior to the customer taking delivery of the car. The dealer can arrange it, or you can tell the dealer the company that you are using and arrange it yourself to be fitted at the dealership. There should be no need to start all over again, but the adaptation needs to be sorted prior to your partner accepting the car. The dealership should understand this. Any issues just call Motability. They are very helpful.
As you see from the price list, not all adaptions come at no cost and those with a cost are cheaper, than if you purchased them new outside the scheme.
If your partner was adamant he told the salesman the adaption he needed and the salesman forgot to order it at the time (common), your best speaking with and explaining to Motability and not the dealership. Ideally, the car should have been checked over, making sure everything was there before signing and driving off.
From my experience with all the adaptions I’ve had to every MB car I’ve had, adaptions should be ordered at the dealership at the time of the order for the car. After delivery you pay the full none subsidised price, in my case that would be getting on for another estimated £2k against the £1.075 I do pay.
Going back to 2018 I ordered a car and the dealer told me that my adaptions are free and pointed out to them on all my other cars I’ve paid for the adaptions. Its a sore point with myself because the media and MB themselves say that most adaptions are free, but yes, if there the very cheap ones there free.
I cancelled the order in the end because of long delivery times for the car but often wonder if I was being lead into a trap much like the one your in today.
Best bet is to explain to MB what has happened and see if they waver the extra cost but will of course be liable for the price listed by MB. That, or as others have said, cancel and reorder. APITA granted but hope MB will help you with this.
What a pain.
Make sure you and or your partner read everything, and don’t assume anything. If you/he logs onto his Motability Account, you can see the information regarding the current lease. And in that letter it tells you exactly what you have ordered, including adaptations. Make sure everything is there as you would expect. Although, your screen maybe slightly different as you haven’t leased a vehicle yet, but have a look at the account.
I hope Motability are sympathetic to your plight. It sounds like a dealer error, but do make sure the documentation is as you would hope it to be.
Skoda Enyaq Race Blue
Yes, it seems (on the online Motability account) that the car is there, no adaptations mentioned. Because the dealership said “later” I’m thinking my partner assumed it would get added at some point (as it’s first application).
Never assume!!
Today he phoned the main Scottish Motability-accredited modification company (in Glasgow) and they were helpful – the lady said most dealerships have no idea how to process or advise on adaptations – no idea if that’s true. Paying for a left foot accelerator would be £50 (on Motability) versus the full price of £550+. They do “pick ups” once a month all over Scotland for this purpose (Motability adaptations), which is good news.
He phoned back Motability: they want him to be “in person” to inspect the car and sign documents (I’d assume it’s an ID / security issue as his account is currently “on hold” till this is done). They said if the dealership can deliver the car to his home (100 miles away), with documents they will un-pause his application – they want him to take a test drive too.
The dealership were called again. They say No, we don’t deliver cars – seems they have no provisions for a test drive with a third-party amended car (?). They don’t want to organise the left foot accelerator adaptation on the Motability car (which is waiting for him and on-site) in case he doesn’t like it.
I’m telling him to phone Motability for advice – he says he will travel to the dealership tomorrow and sign documents but I’m stressing to him (he gets very overwhelmed, physical and mental reasons) he has to be crystal-clear what he’s signing for first!
PS: Forgetting my manners, thanks for everyone’s input so far.
May not be mine / our business,
but perhaps you should be traveling with him tomorrow?
Also have you gave a thought to my comment above: are you sure you’re mentally up to it to take a car 100 miles one way to a garage in case something goes wrong? Perhaps worth paying a bit more, but ensure you have a garage close to you.
Sent from a mobile device.
Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 (unhappy customer - Ombudsman pending)
Motability Mazda CX-60 PHEV July 2023 (unhappy customer - early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019 (happy customer)Not unreasonable, yes, either I or a family member will be taking him tomorrow as public transport is too intimidating for him as a new wheelchair / prosthetic user. Someone will accompany him to keep him concise and not go on tangents / get upset…
Re servicing, his mum (who didn’t require an adaptation but has similar autoimmune issues) managed to okay it with Motability to get her car’s servicing done at a local garage, as 100 miles each-way was exhausting for her.
Hope this will happen for my partner, even though it was about five years ago (his mother now has her own privately-owned car).
I once had a Mazda serviced by the local Renault garage. Approved by Motability beforehand, that saved a 70 mile round trip!
I hope tomorrow goes well, best of luck.
Skoda Enyaq Race Blue
I’m don’t live in Scotland, but many on here do and for the nearly 5yrs, I have been on this frum, I have never anyone say “the dealer doesn’t want to organise an adaption of some sort”. What make of car is it?
Motability should know better than telling an amputee to test drive a car – You should have asked, whils’t on the phone – how they expect an amputee to test drive a car with no adaption!!
It might be worth ringing and speaking with the adaptions company on what they advise.
@pifball mate if it’s the closest dealer of any type short of moving how is he supposed to change that?
I’m 30 miles each way from every dealer except MG and Subaru. If I stay in the scheme next year (unlikely) I’ll ensure any mileage related to tyres, servicing etc can come off my usage.
Hilarious if it wasn’t so awful, amputee go test drive the car, this is typical of the type of people they have on the phones now.
I really hope it gets sorted soon a lot of people fail to appreciate how stress and upset can make a bad situation into a nightmare.
@kezo The car’s not anything obscure, it’s a Nissan. The dealership says they’ll have issues if the adaptation is done and then the recipient (my partner) doesn’t like it. The company is Motability-accredited (and have been for a long time) and that’s what I don’t get, surely living miles away and requiring adaptations isn’t that unusual for a new Motability customer and their procedures should be streamlined by now.
Yes, Motability saying they require an amputee to do a test drive (they meant with the adaptation) is just one of the sticking points.
Have to see how a face-to-face meeting with the dealership goes tomorrow.
PS: Scotland doesn’t have the mileage cap yet, it changes on 1st September 2026 and his application is before that date – but I agree, it’s ridiculous if you’re making such long journeys before the car is officially “yours” (if that’s what you’re referring to, @Rich44 Sadly hospital appointments for his prosthetic and physio etc, are all in the same city – 100 miles away! So the mileage cap is really tricky for rural clients.
@kezo The car’s not anything obscure, it’s a Nissan. The dealership says they’ll have issues if the adaptation is done and then the recipient (my partner) doesn’t like it. The company is Motability-accredited (and have been for a long time) and that’s what I don’t get, surely living miles away and requiring adaptations isn’t that unusual for a new Motability customer and their procedures should be streamlined by now. Yes, Motability saying they require an amputee to do a test drive (they meant with the adaptation) is just one of the sticking points. Have to see how a face-to-face meeting with the dealership goes tomorrow. PS: Scotland doesn’t have the mileage cap yet, it changes on 1st September 2026 and his application is before that date – but I agree, it’s ridiculous if you’re making such long journeys before the car is officially “yours” (if that’s what you’re referring to, @Rich44 Sadly hospital appointments for his prosthetic and physio etc, are all in the same city – 100 miles away! So the mileage cap is really tricky for rural clients.
Re the last point, seems there are exceptions for those who live in remote areas.
Suppose this is something to be considered in the future, once he has the car.
…the Motability Scheme provides explicit exceptions and additional mileage support for customers living in very rural or island communities, as well as those needing high mileage for essential medical, educational, or employment travel.
I am right BK and even eluded to MB that they discriminate me, but to no avail. Do you have their response in writing? I would insist you will get one.
Sent from a mobile device.
Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 (unhappy customer - Ombudsman pending)
Motability Mazda CX-60 PHEV July 2023 (unhappy customer - early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019 (happy customer)Accompanied partner to the dealership office today. He was in his manual wheelchair and his mum drove us there and back – 100 miles each way.
Went on a test drive – which was just a regular petrol Nissan from the previous year (not the Automatic Hybrid he wanted) with the dealership colleague driving, which was nice, but it’s not the car he ordered and I wouldn’t really call that a test drive.
Maybe this was box-ticking for Motability to un-lock his “paused” account.
Partner did an ID / security check (assume that’s what it is) with Motability on the dealership rep’s phone call, who were satisfied partner was there. Assume this means preliminary stages are fulfilled. Nothing was signed.
His Motability account is now unlocked and able to proceed.
The conversation got a bit curious from there on in. Partner is asking When can they (the dealership / Motability?) do the left foot accelerator adaptation, and how much will it cost him?
He’s told “we (the dealership) don’t deal with adaptations” (bear in mind the dealership is not a small mom and pop corrugated iron hut or whatever, but they own six dealerships in an industrial estate in the city. There’s Motability signage on all of them, clear as day).
The rep explained to me that they take on the cars, register them and sometimes Motability clients can back out at last minute, leaving them in the lurch – “We are a small family business, and can’t take the hit”.
He also told me that “we have the PIN for the car” (partner says this is nonsense, only he has it…bear in mind I have no idea about procedures).
Looked up the dealership when I got home and there’s a recent news item saying they doubled their turnover in 2024 to £XX million, so I’m not sure why we’re being told a sob story.
On hearing him say “we don’t deal with adaptations” my partner got upset and practically begged him to help (this sounds pathetic but understand he’s not been out of the house post-operation – access issues with his council property – his front door has stairs and he needs a ramp for the back door – we’ve got a ramshackle make-do thing there at the moment, it’s ancient and the previous tenant used it). Aside from his self consciousness and fatigue with his other issues.
Partner was also ready with phone numbers and dates from two adaptation companies (the Glasgow one I mentioned before which seemingly do the bulk of Motability adaptations in Scotland, and one which is more local to home). Weirdly the dealership representative didn’t even ask for details, phone numbers or anything.
All we were told today was “we will get back to you”, so we didn’t really get any answers. So, we are waiting.
The conversation got a bit curious from there on in. Partner is asking When can they (the dealership / Motability?) do the left foot accelerator adaptation, and how much will it cost him? He’s told “we (the dealership) don’t deal with adaptations” (bear in mind the dealership is not a small mom and pop corrugated iron hut or whatever, but they own six dealerships in an industrial estate in the city. There’s Motability signage on all of them, clear as day).
Hi @pifball My earlier mention of dealer type, wasn’t to suggest it was some corrugated hut on the middle of nowhere, rather, I was wondering whether it was a new dealer to the scheme and therefore new to the ropes.
Lets face facts here, if the (multi) dealership isn’t prepared to deal with the adaption, then who is going to organise it because it’s the dealer that normally does this for you! Or is the dealer suggesting you take the car and organise the adaption afterwards by yourselves or someone else? Which isn’t how Motability work.
Being honest, I fear you are wasting your time with this dealership, which is not only causing your partner undue suffering, but ontop of that wasted journeys. Personoally, I never known a dealership to refuse to deal with and arranging a customer adaption, as the adaption needs to be fitted before the customer takes delivery of the vehicle!
If, I were in your position, I’d be writing this dealership off, cancelling the car and looking for a car from a different dealership perhaps a bit closer if possible and one that is prepared to help a disabled customer with an adaption!
Yes the dealer can find the PIN on the system!
What a nightmare this is turning out to be! The adaptation must be fitted to the car prior to you taking delivery in order for you to qualify for the subsidised prices.
The dealer is not following Motability policies. If they are an accredited Motability dealership I’d be reporting them. Motability can impose ‘fines’ on dealerships that don’t adhere to their policies.
Reading between the lines, it seems to me that the dealer is sensing that your partner isn’t 100% sure about the car and therefore isn’t prepared to run the risk of having adaptations fitted, only for your partner to then decide that he doesn’t like it, or it’s not suitable. They would then be left with a car that they would lose money on, especially if the adaptation leaves marks or some damage when removed.
Whilst I’d be inclined to steer well clear of this dealership, the problem you will have is that one of Motability’s rules is that you should be present in the dealership when an order is placed. It shouldn’t be done remotely, which is easier said than done if you live in a remote location.
I would speak to Motability and see if they can assist, as there’s no obvious answer to this situation. Sadly, another example of it being far from ‘worry free motoring’!
@kezo, my comment wasn’t aimed at you at all, it was more me speculating about why the dealership was telling me they’re a small family business and can’t take the financial hit (of Motability customers letting them down) yet I found articles to the contrary (as far as the company’s size and status). I did sympathise at the time, but I can only guess why he told me that.
He actually compared theirs to the biggest car company in Scotland a few times, as far as “we can’t do what A— C— does” (!) (I joked later maybe he’s a plant for them to direct customers there, not being serious). Thanks for the clarification about the PIN.
@Glos Guy Sorry you have the impression my partner isn’t 100% into the car, he’s researched it to death and would’ve driven it away today if he could – he told the dealership colleague that. He even started offering the guy money (£400) to arrange for it to be done in that city asap (I told him to stop being ridiculous and of course that isn’t doing things by the book).
Unfortunately we couldn’t hear the conversation with Motability (I think it was just a simple ID check to unlock the account). Given he first applied six weeks ago, the guy has had plenty of time to look up adaptation options and discuss them with my partner.
The company has offered Motability vehicles for 30 years.
Maybe taking advantage of the fact that it’s his first time doing this, poorly advised, or incompetent, who knows – I will say the car came surprisingly quickly so it’s not all negative!
Out of interest, how far away is Arnold Clark?
As @Glos-Guy says, phone and ask Motability how they are going to solve the proplem and come up with a solution, if the dealers refusing to have any interest in ordering an adaption. Better still, email Motability CEO and put the question to his department – at least you will have a answer/solution within 24 hours!
If the car has arrived into stock and your partner is 100% sure that he wants it, I’d talk to Motability and ask them to speak to the dealership to impress upon them that they must fit the adaptation prior to your partner accepting the car.
They will be on your side as, in addition to the fact that the discounted prices only apply if fitted prior to pick-up, Motability do not like adaptations being fitted after the car has been delivered. When we first needed an adaptation, I told Motability that we were happy with the car and just wanted to have the adaptation fitted, but they wouldn’t let us, insisting that we had to order a brand new car if we wanted the adaptation!
@kezo about 70 miles away, Perth or Stirling (Arnold Clark) branches. I have said to him, next time, we’re going with them to avoid all this!
The city dealership he went with are the main Nissan dealership for his region.
Appreciate the tip about escalating things by emailing the Motability CEO. I will definitely look into that if I don’t get a reply in a few days (going by what my partner’s saying, if it was me I’d just email them tonight).
If the dealer is adamant, I wouldn’t sit on it and wait for someone to contact, which may never happen with a meaningful outcome..
andrewmiller@motabilityoperations.co.uk
You need name, address, contact numberaccount number and a full explanation of whats happened. Someone from the CEO’s office will then pickup on it and action a solution within 24hrs (normaly within a few hours)
This is just strange, when I went to both Hyundai and Skoda (with alot of hassle mind you but wont go into specifics here) I populated it on a tablet what i needed and then I showed up in my account. You can request for adapations at any point before you enter your pin, a dealership cannot refuse an adaptation simply because “it’s too much hassle,” “adds extra admin,” or because they forgot to include it in the initial paperwork, as long as an adaptation is compatible with the car model and approved under the Motability Scheme, the customer has a right to request it as part of their lease application. Quite simply say to the dealership you need the adaptation (s), if they dont do it then they will lose your business as the car isnt suitable for needs.
If the dealer is adamant, I wouldn’t sit on it and wait for someone to contact, which may never happen with a meaningful outcome.. andrewmiller@motabilityoperations.co.uk You need name, address, contact numberaccount number and a full explanation of whats happened. Someone from the CEO’s office will then pickup on it and action a solution within 24hrs (normaly within a few hours)
@pifball As well as taking the advice here, I think you should also note that there may be a difference between the Motability sales person’s handling of your order and the dealership.Having first hand experience, I found a sales person and his sales manager were of no use in solving my mis-order, with the “computer say’s no” attitude. It was only when I contacted the Dealership General Manager, that the problem got sorted out.
So I would suggest that you contact the Dealership General Manager, pointing out that if they wish to be an accredited Motability dealership.it is His/Her responsibility to make sure their Motability sales people are fully trained and comply with the Motability rules and regulation’s and for him/her to get your and their problem sorted out, by ordering the Motability listed adaption, fitted by their Motability accredited adaption supplier, before your partner inspects the car and adaption before he puts his PIN in.
The solution is not for your partner to inconvenience himself, by having to find an alternative dealer, as loosing one Motability customer, will not make a huge difference to the Dealership, (and the GM may never even know), although loosing their Motability contract could do.
I would also advise your partner, as a fairly new amputee, to seek amputee adaption (car or otherwise) advice from some amputee forums.
Hey @kezo
If ever you wonder why do you waste your time on this forum, you must know you are a great help to so many people. Supplying this information has just urged me to write a complaint of my own.
Thank you.
Have a good night.
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