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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
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i guess it depends on the sales person, thinking about it we didnt even realise some were questions as things were dropped into conversation and the whole process was relaxed, but like with the written word and questions over the phone they can seem a bit robotic. i know we live in a digital world but i must admit i prefer the in person face to face interaction with a good old fashioned hand shake. oh they were the days lol.
on reflection and reading the guidelines you have kindly given JS it seems my point I mentioned about you being assessed by the salesman when you entered the showroom under normal circumstances and he/she ticking boxes about you without your knowledge is correct, and who is requesting this information is it Mobility, insurance company, dealership ? If it’s part of the online application where is the personal information regarding your care needs going, surely if you have been awarded pip mobility component you have already gone through strict assessments, medicals, interviews and the DWP already have your personal information and what care needs you require , I take on board what you say regarding questions asked by the salesman regarding do I have 24 hour care could be about adding people to the insurance but that was determined previously when he asked the simple questions will there be anyone else you want added to the insurance policy,
When I ordered my current car in 2018 I was asked some questions but nothing like the ones you have been asked…. I think they were more for identity verification/Licence information/additional drivers etc than about my disability. I don’t remember being asked anything about insurance claims etc and why would I as Motability would already have all of this information. As for asking about medications etc I would be unwilling to provide that to a salesperson as its private information and unless they have been asked to assess your ability to drive, why would they, it should be private and stay between you the DVLA and Motability.
I can see JS’s point about if you were doing a face to face when ordering a car those question would go by without a second thought but over the phone things come back to mind after the phones on the hook, it’s one of the reasons why I think DWP assessments over the phone should be made illegal, but hey, its only we disabled folk so who cares.
Good point about dropping in questions about ability to drive and who’s going to drive and think this may well have been the reasoning for those questions but to us it feels like an attack after all we are vulnerable to such things by the nature of being disabled.I’m the only driver of my car so any question about other drivers is null and void however I recall when I ordered a VW Golf in 2014 that I made an off the cuff remark about how the electronic handbrake would be a boon for myself with it’s easy of use. My driving license states that I need adaptions to the braking system of the cars I drive however it was found when collecting my first Motability car two cars before that that adaption were not required (a lever on the handbrake button) but the code remains on my license.
No more than a couple of days go by after ordering the car I have Motability ringing about my license but they would not say what it was all about but asked if I would give permission for them to talk to DVLA and there in we had a three way converse between the three of us. I did ask if it was about the handbrake but got stoned walled and although I was listening all the time I haven’t got a clue what that talk was all about to this day.
So you can see how the question they or yourself drop in on the fly can lead onto other things because I’m 99% sure that DVLA phone call came about because of my remark to the dealer about the EHB.
Be careful folks, “walls have ears” or is it “careless talk cost lives”. ?
ive done a bit of digging/checking/asking. and this may help put minds at rest of the standard questions and tick box exercises Dealerships have to complete and covers most of concerns mentioned or simply may be of interest to others. I was told, its worth baring in mind all forms etc are/have to cover a wide array of people eligible to the scheme and may not apply in a lot of cases and are not aimed to be personal but needed to establish/gather liability/declarations were needed.
Privacy Notice can be found Here: https://www.motability.co.uk/utilities/privacy-notice/
the Statement of responsibility Form: (standard- i believe there is a separate one for WAV’s) https://www.motability.co.uk/Statement_of_Responsibilities__Suitability_Questionnaire.pdf
these are YouTube training videos and examples not real people or personal details, but show what the salesperson sees. note these are from 2018 when they first started the Digital Journey (i used full screen+pause to see it better)
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and this one may help those returning vehicle or wondering how they determine Good Condition Bonus
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 ?
I cant see any of the above related in the PDF by @jmac
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
Every post i have read here and elsewhere relating to AP payment tells you not to cough up any £’s or PIN until you are happy with the car.
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 ? I cant see any of the above related in the PDF by @jmac .
i think a couple of the questions show in the videos. i did asked motabiliity about carer and care home etc and was told it because of insurance purposes. i will try and answer the way i understood i best i can. if yes is ticked then it opens another page for further details/declorations , the insurance claims one is shown in the video and that one ive been asked for years everytime you get an insurance qoute/hire a vehicle etc pretty standard i think, the employed carer/care home/school is not them checking up its because it changes the insurance from the standard domestic use to business and another form needs filling out plus there was mention of depending on criteria a tracker may need fitting (another form). medication wise they have a list of medications by dvla that may bar you from driving or invalidate insurance so another form/futher info needed to confirm your ok to drive. the way she explained it didnt make it seem like they were prying just fact gathering and making sure we the customer are aware of our liabilities and responsibilities (and geeting us to sign/confirm we know). more covering their ass some might say. i forgot to ask about the payment but have read somewhere entering of the pin is still in place (there is an exemption on the customers behalf by a named driver if needed i think) ill see if i can find it. in normal time we have always just paid by debit card on the day so dont know about that one, i personally wouldnt pay by bankers draft though surely chip or pin or bacs on handover day would do.
i don’t know what the government Covid-19 safety guidance are around payments but i found this. (so i would say dont give or enter the pin until you’ve checked the vehicle, at least gives a bit of reassurance should there be an issue, even if payment has been made)
How does a remote application work?
Motability Sales Specialists progress an application in the usual way using Online Applications (OLA), while the customer (or appointee) is present on a telephone or video call.
The dealership is closed due to lockdown. Can the customer collect their vehicle?
Yes – if you offer a ‘click and collect’ service for retail customers just hand over the Motability vehicle in the same way (plus PIN entry). Vehicles must be collected from an active location at your dealership (e.g. aftersales parking area). You must follow the latest government Covid-19 safety guidelines.
What about advance payments?
Contact the customer to arrange how the advance payment will be made in accordance with government Covid-19 safety guidance.
Does the customer still need to enter the PIN?
Yes – this can be done via a mobile device or tablet (while following Covid-19 safety guidelines) or the customer can provide their PIN verbally for your Sales Specialist to enter. Contact the customer ahead of the handover to agree how they will enter the PIN.
This is my third car on the scheme and apart from the expected questions regarding my license & if I would like to add anybody to the insurance I can not recall previously ever being asked about personal care needs , the salesman was aware I currently have a car that’s at the end of lease so therefore I was okay to drive, before he started to ask personal questions he asked if anyone else would be driving the car and I told him no only myself, I can confirm the PIN number system is still in place and on reflection I realise I don’t need to give the pin if I’m not happy with the car on the day, but he did insist I pay the Ap over £2500 by bank transfer a couple of days before collection which I believe could be pressuring you to accept the whatever.
I know when i picked up my latest car last june they would only take a payment upto a certain amount £1k (if i rem) on a card (On one card only) and most won’t take cash any more, so had to be a BT.
Guess it depends on the dealer. I did ask when i ordered about payment methods and they was very clear about there policy, but i presume it varys but if they part of a larger group then i would imagine they all do the same..
I made the payment in the morning of the collection they actually sent me a video of the car as it had been there since feb for an april handover. When i got the vw golf 3 years ago, it was covered in one of those new car covers inside the showroom, so not as if you could look before entering the pin, it would spoil the reveal he he…
I never get any extra’s so everythings always as standard and not had any issues and on my 4th car on the scheme now.. Never been asked such personal questions either and i don’t see what difference it makes at all, Maybe it’s new policy but seems like discrimination, the fact you have a driving license from dvla is all they need and if your doctor knows your condition or meds will stop you driving he’s duty bound to inform dvla, maybe if you need driver aids they need to check they suitable for you but i doubt it as the installers surely would do when they accessed you not the dealer. Do they ask everyday people those questions if they don’t then they should not be asking us… I been ased to confirm the car is suitable for my needs, but never what those needs are etc..
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