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Hi I am a wee bit annoyed my car went in for service and is a year old and only done 350 miles, there was no damage no scratches even got a security camera picture before it was picked up. Anyway dealer phoned me to say car was ready and was on its way back to me when it was back I thought I saw a leaf on rear bumper but it turned out to be a few scratches’ and over a 10 pence size paint chip that is black underneath I also noticed scratches on front headlights not sure how this happened but what is strange the car paperwork showed the check around car box ticked no damage but on another sheet it said damage to rear bumper? So I phoned the dealer and the young lady said she took pictures when the car came in and I said It was no damage not even a scratch when it went in and I have security footage to prove this. She said manager was not in and would call today which is friday so I phoned Motability and they explained above they told me to phone Direct Line which I did and guess what I have to pay £100 excess for no fault of my own which I may get back as I asked it they came claim it back from dealer. I have been driving Motability cars since 2001 and never made a claim now there is to be one which I am not too happy about. So free service and pick up has cost me also a bumper repair could be done mobile if it was my own car quickly but not sure how long it is going to take they offered me a car but as no adaptations cannot have.
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I would have followed it up with the dealership and if for some reason they did not get it sorted (which they should) I would have just left it (as upsetting as that will be). From the sounds of it the damage will be under the fair wear and tear limit.
Typical response from Motabilty customer service these days, as they arn’t interested. I’d certainly be challenging the dealer and waited on the manager, rather than going through insurance, without knowing the dealers reponse.
I had the same, a dent in the front bumper which wasn’t there when I took it in. I wash my cars before it goes in for any service, I don’t like them washing my car, and it definitely wasn’t there but I couldn’t prove it and Motability wasn’t very helpful.
Hi I am a wee bit annoyed my car went in for service and is a year old and only done 350 miles, there was no damage no scratches even got a security camera picture before it was picked up. Anyway dealer phoned me to say car was ready and was on its way back to me when it was back I thought I saw a leaf on rear bumper but it turned out to be a few scratches’ and over a 10 pence size paint chip that is black underneath I also noticed scratches on front headlights not sure how this happened but what is strange the car paperwork showed the check around car box ticked no damage but on another sheet it said damage to rear bumper? So I phoned the dealer and the young lady said she took pictures when the car came in and I said It was no damage not even a scratch when it went in and I have security footage to prove this. She said manager was not in and would call today which is friday so I phoned Motability and they explained above they told me to phone Direct Line which I did and guess what I have to pay £100 excess for no fault of my own which I may get back as I asked it they came claim it back from dealer. I have been driving Motability cars since 2001 and never made a claim now there is to be one which I am not too happy about. So free service and pick up has cost me also a bumper repair could be done mobile if it was my own car quickly but not sure how long it is going to take they offered me a car but as no adaptations cannot have.
This might be a really stupid question, why are you wasting your money on a car a year old and only done 350 miles. Surely it would make financial sense to get taxis if you are not driving the car. 350 miles in a year is astonishing. Maybe you want the car but to be paying £72.00 a week for a car that is rarely used is madness.
I agree with @belfast4 If you really only doing 350 miles a year it really is like burning money having a Motability car. The sacrificed benefits alone, even before running costs are added, comes to nearly £11 a mile. It just makes no sense whatsoever. Perhaps you meant 3,500 miles? Even that wouldn’t make financial sense IMHO.
Some of us disabled are unwell and did not get a chance to use my car I am hoping to soon what its got to do with having car damaged makes no sense as to judge people especially disabled is not helpful.
Some of us disabled are unwell and did not get a chance to use my car I am hoping to soon what its got to do with having car damaged makes no sense as to judge people especially disabled is not helpful.
Sorry to hear that you’ve been unwell. If you find yourself unable to use the car, I’m sure that Motability would be very sympathetic to a lease termination so that you can start to receive your benefits as cash rather than paying for something that’s basically just sat outside your house. If not, hopefully you will be well enough soon to use it more and get your moneys worth.
Some of us disabled are unwell and did not get a chance to use my car I am hoping to soon what its got to do with having car damaged makes no sense as to judge people especially disabled is not helpful.
Sorry to hear that you’ve been unwell. If you find yourself unable to use the car, I’m sure that Motability would be very sympathetic to a lease termination so that you can start to receive your benefits as cash rather than paying for something that’s basically just sat outside your house. If not, hopefully you will be well enough soon to use it more and get your moneys worth.
Many thanks Glos hoping to when it gets resprayed bumper Motability tell me they do get some very low mileage cars back but I want to keep my car.
If it is no fault of your own with picture backup should you still have to pay excess of £100 also if it is minor back bumper size paint of a 10 pence piece can I cancel the claim and get mobile chips away or another mobile paint repair or even a friend said he could just touch it up.As it was no fault of my own it means it was an expensive service with it being caused by dealer.Why do things get so stressful as I see someone at DLG went in for repair and came back with more damage to wheels scuffed and other scratch’s which does not give me confidence. As said a good mobile detail repair could be better but motability said it would not be allowed so what about stone chips if you have them I always with my own cars used to touch them up and my cars were still pristine. This is the problem when your realise they are not our cars even though I treat them like mine.
If it is no fault of your own with picture backup should you still have to pay excess of £100 also if it is minor back bumper size paint of a 10 pence piece can I cancel the claim and get mobile chips away or another mobile paint repair or even a friend said he could just touch it up.As it was no fault of my own it means it was an expensive service with it being caused by dealer.Why do things get so stressful as I see someone at DLG went in for repair and came back with more damage to wheels scuffed and other scratch’s which does not give me confidence. As said a good mobile detail repair could be better but motability said it would not be allowed so what about stone chips if you have them I always with my own cars used to touch them up and my cars were still pristine. This is the problem when your realise they are not our cars even though I treat them like mine.
I used a smart repair company for paintwork damage to a door mirror that I caught on a commercial sized waste bin when I was squeezing down a very narrow lane. We hadn’t had the car long and I couldn’t live with it for 3 years, but had it been in the last year of the lease I would have just left it. I didn’t even mention it to Motability as I was paying. Motability seem to allow all sorts of damage to class as ‘fair wear and tear’. In your case, I would be kicking off with the dealership and asking them to fix it. I certainly wouldn’t be happy paying an insurance excess. Hasn’t that increased now? I thought it was something like £200 or £250?
I certainly wouldn’t be happy paying an insurance excess.
Hasn’t that increased now? I thought it was something like £200 or £250?
Only for new Motability lease contracts taken out since 1st October 2025.
@on the spectrum, If the dealership caused the damage get them to pay for the repair. You shouldn’t have to pay for something that wasn’t your fault! Stand your ground and good luck. 🤞
Arrrrh the old leaf on the damage trick, how sad🥴..
Always be weary of the parked close to a wall or fence trick too, that’s an old favourite..
@on the spectrum, If the dealership caused the damage get them to pay for the repair. You shouldn’t have to pay for something that wasn’t your fault! Stand your ground and good luck.
I have tried phoned the a number of times and they say the service lady said she will speak to the manager as he was away the day it happened and then on friday I heard nothing so phoned again in the morning could not get to service lady and the salesman said she will be calling you but still not heard anything I feel like I am being a pest I did ask for the £100 excess but not sure this is going to happen. Also as many dealers getting through to the dealer is a nightmare as even though they use the old local tel number if like many times you cannot get through it goes to a national call centre and you still never get a call back, it feels like you are bagging your head against a brick wall.
Far better for the dealer to rectify the damage themselves, rather than you make a claim and just ask for the excess. Firstly they will probably do a better job than the organisations that Motability use (I wasn’t impressed with a bodywork repair we had on our last car) but, more importantly, if you get to a point where you want (or need) to leave the scheme, your no claims discount will be affected, which will hike up your insurance cost.
Agree with @Glos Guy above.
Also, if they’re ignoring your calls, turn up at the dealership and make a nuisance of yourself.
Ask for the Service Manager, Aftercare Manager or Dealer Principal. The Service Advisor (receptionist) has no power to decide anything and the Sales team will have no interest at this point.
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