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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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I don’t know if AC does Nissan in Scotland, but being a multi dealership there maybe something else they like better and in stock.
That said, you made a good point about Western dealership being close and has multiple people have said, its perfectly acceptable to cancel the order prior to putting the PIN in and ordering from Western on the basis they understand the adaption process.
Based on the fact, MB cannot commit you to an order, you haven’t entered into contract with or up untill anytime before entering the PIN, it may be the best all round option and a fresh start -after all we have all done it well before now in circumstances like this.
@callmejohn I don’t know if AC does Nissan in Scotland, but being a multi dealership there maybe something else they like better and in stock. That said, you made a good point about Western dealership being close and has multiple people have said, its perfectly acceptable to cancel the order prior to putting the PIN in and ordering from Western on the basis they understand the adaption process. Based on the fact, MB cannot commit you to an order, you haven’t entered into contract with or up untill anytime before entering the PIN, it may be the best all round option and a fresh start -after all we have all done it well before now in circumstances like this.
@kezoAnold Clark definitely don’t do Nissan, in Scotland, it tends to be mostly Park’s, who’s relationship up here, is a bit like Rangers and Celtic.
In fact Douglas Park, used to be the Chairman of Glasgow Rangers. Although Glasgow Celtic higher his buses for away games.
Yet another piece of useless information from me. I specialize in that.
If I were in their position I’d be raining hell even if it absolutely kills what little energy i have. Though at this point, i just feel I’d go to another dealership and complaining in full to Motability stating plainly this is unacceptable service and this dealership should be removed, as its within their rights to pull out at the last minute at worse case if say the vehicle with the adaptation turns out not suitable.
I drafted an email to the CEO (my partner doesn’t make this easy as he gets overwhelmed) but I’ve tried to make it as concise as possible, now sent.
Motability were phoned by my partner before he hit send on the CEO email. Motability say DPI are involved (department which deals with complaints). It looks like they’re trying to figure out an adaptation (this may be a waste of time).
The dealership are refusing to assist (Motability’s words) and telling Motability that my partner said from the very beginning he would pay for the adaptation himself. I’ve seen a text message he sent the dealership at the start of the process (mid-June) asking the dealership how they can organise an adaptation (as well as a query about car specifications) which didn’t get a response.
If money was mentioned by my partner (this is possible, as when he got frustrated at the face-to-face meeting / ID check in the dealership office he did this! Partner says he didn’t mention money at the start and he was strung along with “we’ll sort it later”) it’s a moot point really, as the dealership shouldn’t be refusing in the first place. (Which we didn’t know till I posted on here, thanks again).
No advance payment has been made, no PIN number input, so we can walk away from this. Probably going that way unless a miracle occurs.
PS: A few are saying on here I should have emailed the CEO in the first place, but understand this is new to us and Motability’s call centre gave the impression we would get a resolution this week. We’ve been trying to trust the process…!
I would still fire the email you wrote across to the CEO. If nothing else they will tell you exactly where your case and stage is in the system and keep a watchful eye on it and provide a single point of contact. However, if it turns out, your been sent round in circles, the CEO’s dept will take control of the case and provide you with a swift resolution, so its win win all round.
I would also address in the email, how long this has being going on for.
I’m glad to hear no advance payment has been made upfront. The AP should be paid on collection or a couple days before, if your paying by BACS, after preferably checking the car is as ordered, with no damage and the correct adaptions are pressent.
Under no circumstances on day of collection do you put you enter your PIN untill a full check has been carried out on the car and your happy to sign a contract by enetering the PIN. Many dealerships want to cover the paperwork and get your PIN entered before showing you the car and doing a hand over THIS IS WRONG!
Also remember, you hold all the cards – if canceling and going elsewhere removes the stress & worry from your partner do it.
Sorry for any confusion, the CEO email was sent this afternoon. Good reminder about checking everything thoroughly before inputting the PIN (whenever we get to that stage!).
@pifball If the CEO’s office calls you back tomorrow, I would recommend you check a couple of things.
1. If you have to go to another dealer to order the same car, that MB will honour the same AP, and adaption price, if it has increased since you ordered the car.
2. Inquire why MB’s system was showing (at one time) that the adaption was ordered on the system, which both the dealer and Motability deny doing. This can be checked and picked up in a system/data audit trail, as to who did it and when it was done.
This is a serious security issue, in Motability’s security system.
Your partner has also been out of pocket expense of traveling to a Motability dealer, who was accredited by Motability, without providing a Motability service. As well as the undue stress caused by both the Motability listed dealer and Motability’s own mishandling of the case.
@callmejohn thanks for highlighting what we should focus on with the CEO. Agree that my partner shouldn’t be out of pocket.
You made an excellent point: it is strange how Motability changed their tune from “We added the adaptation to the system” a few days ago, to “The dealership added the adaptation” on 6th August (Motability even said yesterday they had no power to amend his online account because of that – bear in mind the adaptation added is the wrong one!).
Hadn’t thought of this potentially being some sort of security breach, dear oh dear.
*Originally my partner assumed (last week) that the dealership added the wrong adaptation to his account, to be told, “we don’t deal with adaptations” yet again. Then he got on the phone to Motability call centre. Mentioned it on this thread. Ruddy weird.
@pifball Thanks, we are all rooting for you both.
Email was sent late afternoon – he got a phone call back from the CEO’s office first thing this morning!
I wasn’t around but I got a summing up:
He will get the exact car he applied for (plus adaptations) with no extra charges and will get an update either today or beginning of next week.
Partner unsure if it will be the same dealership, but as long as he gets his adapted car with less stress from here on in, it’s a win.
(Btw, I’d have sent a CEO email sooner, it was my partner getting wound up at me asking for specific details as I needed a timeline, which didn’t help).
Hopefully things are looking up, although do chase it, if he’s not heard anything by next Wednesday!
@pifball Did the CEO’s office get back to you and your partner, with a solution, in the last week.
Hi @callmejohn Yes, the CEO office has been in contact but they were having trouble getting in touch with the dealership for a few days.
An adaptations place near the dealership should be taking care of the adaptation, the sticking point was that Motability want a test drive for the left foot accelerator in Glasgow (the other end of the map – not sure why they can’t arrange this at the adaptations place – maybe it’s not suitable).
Motability were in phone discussions yesterday with my partner – hopefully the adaptation will get fitted sometime soon.
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