[jmac]

hello, i followed the new guidelines and ordered a car over the phone as i was unable to visit the showroom but there is something that’s been playing on my mind , the salesman said i need to follow mobility guidelines and ask you some questions, most of the questions were general but a few were a bit personal and iv’e not been asked anything like this in previous orders,  Do i have 24 hour care, do i employ a carer, do i take medication for my disability, have i made an insurance claim on my current car or any other ,  any one else experienced this ? also some advice please they said the AP would need to be paid into their account a couple of days before the car is due for collection , am i not allowed to view & check the car over before paying ? thanks

Topic

[Stuart]

Personally i would not have answered any questions relating to my disability or any care required and i certainly will not pay the AP before seeing the car. Some do request payment a few days in advance if your using a credit card but otherwise it would be a NO from me and they can take it or leave it.

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Hyundai Ioniq 6 Ultimate trim
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Loves 3D printing & Plastic model kits
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[Glos Guy]

Hi jmac. It’s been 3 years since we last ordered a car, but we have never been asked anything like that and if we were I would tell them to b**g*r off! Your PIP (or equivalent) entitlement and resultant letter from Motability confirming that you can order should suffice. The only thing I can think is that it might be related to the insurance, rather than the order, but I would call Motability and seek some reassurance.  Asking for a deposit at the point of order is at the dealers discretion. Some people get their knickers in a knot over it, but I have always paid one as I usually add quite a few options which puts the dealer at risk if the order is subsequently cancelled (not that I’ve ever cancelled an order). I would certainly want to see the car and check it over before paying the full AP though. Given that a payment via a debit card results in virtually immediate cleared funds, I am a bit confused as to why they require payment days in advance. Again, might be worth talking to Motability. They are very helpful.

[jmac]

Thanks Stuart, i would normally feel the same regarding personal questions but i fell for the you must order now if you want to secure the build spot & he stressed they were questions set by mobility,

[jmac]

Thanks for your opinion & advice Glos guy

[jmac]

just to add the payment they have requested is Bank transfer, i could understand if it was credit card and needed time to clear.

[martinod]

jmac omg where to begin , what car did you order, was it made of gold .     the car insurance question maybe but even then ,  asking do you have a carer  i just wouldnt answer most of they question and if i was not polite  i would tell to F O.

lots of places/ organizations   you phone not just car dealers ask all these lots of personal questions not related to your call and hide behind UNDER DATA PROTECTION ACT i need to ask you  no they dont , its mostly to establish you are you .

if you look up the data protection question they are supposed to ask by law its a small general list, i did look it up years ago but cant remember the questions

[jmac]

Hi martinod thanks for the reply,  I wouldn’t normally  answer questions like that to a stranger but because this procedure of ordering over the phone is new to us all i thought it must be the norm and these questions were required to proceed with your order, its played on my mind for a few weeks and was wondering if anyone else had the same

 

[Karen]

I’m on my 3rd Motability car now (most recent collected last month). Have never had this sort of questioning. Does this mean they take a look at you when you go in to order your car & tick some boxes to answer the questions put to jmac? I have my doubts!
I was given the choice of paying a deposit at time of ordering but at no time was any pressure put on me.
I was allowed to pay by bank transfer on day of collection. Yes, you should be allowed to view the car before paying. Just goes to show how differently dealerships are dealing with us.
Absolutely check with Motability. They’ll set you right. Good luck.

[Wigwam]

Could it be that the extra questions were to confirm your identity? When you order in a showroom they ask to see your driving licence.

[jmac]

Thanks Karen, they were my thoughts do they  normally asses you when your in the showroom during normal times?

[TheSUVGuy]

What the hell, I’d 100% report this to motability

[jmac]

Thanks Wigwam, it’s nothing to do with identity, before the questions i had to provide my driving licence number, national insurance number & award details, but now you have mentioned it another strange thing was when i gave my licence number straight away he gave me details of my address , car i was currently driving, and confirmed my licence was clean i didn’t know they could access this information.

[Dante]

Highly inappropriate, unprofessional and not part of the dieting process – either they are inept or not trained etc… even outside of Motability scheme dealership accreditation, such questioning falls outside  disability equality good practice etc…

I’d have had some harsh words for them, a formal complaint to the dealership management & formal complaint to Motsbility operations too. But we are all  different, that withstanding – those questions should not have been asked.

[jmac]

Dante thanks for your advice if I could compose a letter I would

[Intranicity]

Have you actually spoken to Motability?  We can all give opinions, but it’s only Motability that knows.  If this isn’t something the dealer should be asking (and I doubt it is) then Motability needs to know and deal with it.  Out of interest, what car did you order?

Previous Motability Cars
2006 - 2009 Skoda Superb VR6 2.0tdi
2009 - 2012 Citroen C5 2.0tdi VTR Nav
2012 - 2015 Nissan Qashqai 1.5dci tekna
2015 - 2018 Ford Kuga 2.0tdi Titanium X
2018 - 2021 BMW 220d X drive 2 Series Active Luxury
2021 - 2023 Hyundai Kona Electric Premium SE
2023 - Hyundai Kona Electric Ultimate

[jmac]

Thanks Intranicity, yes the whole point of asking on the forum is for other people’s opinions and to enquire if   this is part of the new procedure before I call motability  to complain, I don’t think it would be fair to name the manufacturer at the moment

[Intranicity]

I’m sure this would not be anything to do with the Manufacturer, more likely a badly trained member of staff in a dealership, hence not asking you to name the dealership 😉

I would definitely be in contact with Motability, even if it’s just to put your mind at rest.

Previous Motability Cars
2006 - 2009 Skoda Superb VR6 2.0tdi
2009 - 2012 Citroen C5 2.0tdi VTR Nav
2012 - 2015 Nissan Qashqai 1.5dci tekna
2015 - 2018 Ford Kuga 2.0tdi Titanium X
2018 - 2021 BMW 220d X drive 2 Series Active Luxury
2021 - 2023 Hyundai Kona Electric Premium SE
2023 - Hyundai Kona Electric Ultimate

[jmac]

Yes thanks I agree I feel the fault is with the individual and it wouldn’t be fair to point the finger at the dealership

[jmac]

The things that concerns me most are we’re did he get this list of questions from? We’re are the answers going? What was the relevance of the questions? What’s the bigger picture, do dealerships under normal circumstances asses you when you enter the showroom and tick boxes on forms that you’re unaware of.

[JS]

before this gets out of hand with everyone jumping in and getting defensive can i point out Everyone on the Scheme since November 2018 has Answered or had the box ticked for these questions, it is nothing to be worried about and its information is not shared with anyone. it is Not the Dealership Asking or Doing anything but following their OLA (online application), maybe its because its over the phone the questions stood out, if you were their in person it may not of sounded so strange or the salesman may well of ticked some boxes without the need to ask. the only reason they ask the questions is because depending on the Answer Yes/No it opens Another box or form that requires more questions/answers and are asked after the Statement of responsibility on the Application.

example of actual questions on the form:

• is the customer currently undergoing a reassessment for pip
• is the customer receiving an indefinite award
• what is the end date of the award
• is the applicants address a residential care home/nursing home/residential school
• is the customer receiving 24 hour care at their home

its a generic form that must allow for over 200 thousand users, depending on if Yes or No is tick to these questions it opens up more questions or forms to be filled out, like if a residential home more questions are asked along the lines of do multiple care givers need access to the vehicle for the purpose of the applicant, etc etc plus then there are more terms and conditions related to those yes or no answers.

If you are concerned you can always ask Motability or the Dealership for a copy of the completed form, but it is very normal (or has been since the progress of online forms in 2018) it is the standard OLA filled out on every application by every dealership and is for Motability use only.

 

 

[jmac]

Thanks for clearing that up but these questions must be at the dealers discretion and not compulsory because some people have not been asked such questions, one thing is clear myself and people on the forum are not aware of these requirements, my personal opinion is these private personal questions such as are you taking medication and do you receive care shouldn’t have to be shared with a salesman in the local dealership they should be between you and the DWP and at worse you and mobility.

[JS]

@jmac they are very much compulsory as the application can not progress on their screen without the box ticked. they are not aimed at being Personal and if no is ticked it moves on to the next question if yes is ticked to the likes of Medication question im sure it would then just open another generic form resulting in the applicant confirming they have not been excluded from driving on medical/medicine grounds etc.

we were pre digital order last time (3 years ago) but did get asked the questions whilst sat at the salesman desk, but didnt think anything of them and to be fair would of said we never got asked had i not give it further thought and checked over some paperwork after reading your Post.

[jmac]

Thanks again JS for the reply it’s easing my mind a little, however what’s more confusing regarding it being compulsory 4 weeks ago I ordered over the phone a car with Audi all they wanted was a photo copy of my licence , award letter, utility bill, the only question asked was would I require anybody else added to the insurance the next day they sent me order confirmation pdf so it definitely wasn’t compulsory with them, unfortunately a week later they put back delivery by 2 months so I cancelled

[JS]

on that one all i can suggest is they had sent you an internal dealership vehicle order pdf as they at that point not completed the OLA and only gathered the first stage of the Motability requirments.  this is what Motability requires Before OLA from the Dealer. (dealers delay putting official motability orders in for various reasons)

When taking a remote application, you must obtain copies of the customer’s documentation before you submit the application in Online Applications. Ask the customer to scan – or take photos of – the following documents and email them to you:

Award notice.
Proof of address.
Driving licence (for any names drivers not on the call, they’ll need to complete the Driver Fair Processing Declaration Form).
Dealer guidelines letter (only applicable if the customer has been awarded a grant).

We recommend that you have a pre-call with the customer to request the documents. Once you’ve received and checked the documents, call the customer back to place the application.

If you’re not confident you’re speaking to the customer or appointee, don’t place the application. We’ll continue to conduct checks and the customer not present rules still apply.

What about the Statement of Responsibilities?

This still needs to be completed and signed. If you have digital signing software, such as DocuSign, we recommend you use it to gain the customer’s signature. If not, email or post the document to the customer and ask them to sign and return it. As a last resort, you can collect the signed document from them at handover before the PIN is entered. Make sure you retain a copy for your records.

[jmac]

Thanks again for taking the time to explain, think it’s best if I just let it go now, just seemed a bit intrusive.

[Author]

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