Treated poorly

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  • #146206 Reply
    Simon G

    Hi all,

    I booked a test drive for a XC40, arrived on time and was told to sit and wait.  The guy who I was booked in with was with another customer.  After 30 mins of being ignored by everyone (and there were no other customers) I got up and left.  There were 4 other members of the sales team in the area, one of whom actually announced he was going for his lunch.  I am sure if I was looking at an xc90 hybrid with all the trimmings they would of been swarming around me, but I got the distinct impression it was  a “it’s only Motability”, so no one could be bothered.
    Totally unacceptable

Viewing 25 replies - 1 through 25 (of 36 total)
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  • #146208 Reply
    FiestaRed

    That’s exactly the same treatment I received when I ordered my latest car. I turned up on time but was left waiting by the “specialist”. He eventually walked over about half an hour later and said “I’ll be about 20 minutes”. No apologies or explanations, so, like yourself, I got up and walked out.

    After having the worst new car order ever, I too am beginning to get that “It’s only a Motability customer” feeling as well.

    #146210 Reply
    Si

    I have also been given the same treatment at Hyundai Bradford.  Booked a test drive.  I turned up at 9am to all the sales team joking and laughing amongst themselves, they completely ignored me,  I walk with a stick and very slowly so I guess am obviously motability, after around 10 minutes I left.  Never heard a thing about missing my booked test drive they lost a sale I was very keen.

    I have just ordered my next car with the best sales man I have met, an ex squaddie who was injured on duty and is disabled.  He told his wife he met a guy who “just got it” and that guy was me,  I take that as a great compliment.  I will recommend him.  His name is Dave Mackwell from Evans Halshaw Vauxhall in Horsforth Leeds.  Just say Si recommended him,  Fat guy with the beard and dogs,  he will smile.

    #146211 Reply
    Richard

    Things will only ever change if we kick up a fuss if you don’t want to create a stink with motability go to the manufacturer, look up the CEO of the dealership chain email them & best & easiest leave a one star stinking review on trust pilot, feefo etc. The times I’ve seen companies scramble to do damage limitation on those sites it really hits them hard…

    Sorry you’ve encountered this sadly seems fairly common for Volvo, sad really but I’ve always found Volvo dealers to be snobby pricks. I know plenty of others have had the same at other marques dealers too. High time we started hitting back on these, leave a crappy review.

    #146215 Reply
    Simon G

    I have sent an email to the MD of Volvo UK. Will let you all know how I get on.

    #146217 Reply
    Des

    My volvo dealership in Belfast was super. Nice big bunch of flowers for the other half on pick up and a full tank of fuel. My brain is mush so can’t remember the name of the dealership.

    #146231 Reply
    Wigwam
    Participant

    We went to Volvo Poole today to take an XC40 out for a test drive by appointment. Treated with great respect by the Motability specialist who wizzed through the paperwork, took me out to the car which was fully charged and full of petrol, explained the controls  and waved me off for a three hour drive around Dorset.  Could not have been treated better.

    My advice to anyone left hanging after booking an appointment is complain!  Complain to anyone in earshot, if that doesn’t work, complain to the dealer principal!  Show your strength as a potential customer!

    More about the actual test drive in a new thread tomorrow.

     

    #146269 Reply
    James

    we wanted a Volvo before the Mercedes and we went to two dealers in Wakefield and Leeds  and they both was useless regarding motability and we walked out of both the dealers without a test drive.

    I got home and phoned Huddersfield straight up and said that I currently didn’t have a car and they offered to pick me up from home, once I said it was motability he needed to call me back and you’ve guessed it no phone call after!

    #146272 Reply
    Wigwam
    Participant

    James, I do hope you reported these dealers to Motability at the time.  Motability say how much they trust their dealers and it’s evidence like yours that demonstrates that they shouldn’t.

    #146273 Reply
    Richard

    I know people say they get less money from motability sales but it’s still potentially a guaranteed sale because there’s no credit checks etc if someone’s coming in they can get a new car.

    I wonder if it is to do with the kick backs from finance deals, paint protection coatings, scotchgard stuff & floor mats or if there’s more to it.

    High time motability actually laid it out for us they must know why this happens & why aren’t they doing more to stop it?

    Went to motor vogue Norwich yesterday & they couldn’t gave been nicer, offered a test drive regardless that we just turned up no appt. Does seem to be that the more premium type dealers are the ones that get sniffy. In my exp Volvo dealers have always been snobs not that that’s an excuse

    #146274 Reply
    Oscarmax
    Participant

    The VW dealer in Stafford despite an empty showroom really struggled to serve us, the wife really pushed him but sorry no enthusiasm available, as you would expect they never phoned us. I have to admit the local Toyota, Kia and Nissan dealer could not have been more helpful.


    In 2005 I suffered a brain injury which has left me with mental and physical disabilities.
    Unfortunately I do get confused and get things wrong, so I apologise in advance.

    #146275 Reply
    Menorca Mike
    Participant

    I know people say they get less money from motability sales but it’s still potentially a guaranteed sale because there’s no credit checks etc if someone’s coming in they can get a new car. I wonder if it is to do with the kick backs from finance deals, paint protection coatings, scotchgard stuff & floor mats or if there’s more to it. High time motability actually laid it out for us they must know why this happens & why aren’t they doing more to stop it? Went to motor vogue Norwich yesterday & they couldn’t gave been nicer, offered a test drive regardless that we just turned up no appt. Does seem to be that the more premium type dealers are the ones that get sniffy. In my exp Volvo dealers have always been snobs not that that’s an excuse

    totally agree I’d report them too

    BBC Breakfast expert, Toyota CHR driver.

    #146306 Reply
    Richy
    Participant

    I was treated like sh*t by MG, just spoke down to me , rushed me to come in for three or four days (can’t remember brains out of whack due to mental health) promised me a black HS , then after umpteen phone calls all week (I kid you not) to be told if you except a red one it’s all we’ve got, treated me like I should be grateful for anything they offered, talked me into the red one, then told me ten days. Seven days later they phoned , I got all excited to be told nope we’ve sold your car to someone else, but because your open on any colour we could possibly find you one! I had enough by then and broke down big style as I was talked to like crap, my wife phoned and told them I had a breakdown due to the situation aggravating my mental health and bipolar, he laughed a little (honestly) and said we might be able to sort it cause you will take any car (we said we wouldn’t) he said well you better take any or it could be over six months for the car. Phoned motability they told me to cancel and find somewhere else ! Never felt so second class in my life till then, they basically told my wife I should be grateful for any car I get!

    Bare with me cause I broke down I find it so hard to remember this experience totally, I’ve put it on the forum before so if details have changed on this I’m sorry , I’m racking my brain but my mental health is ruined from most of it and my memory is shot, sorry if it’s different to what I’ve posted before 😕😕

    Went to vauxhall in the end , never spoke to anyone so nice and accomodating from a dealer like they did, so ordered the grandland, no messing around , totally professional and was all done and dusted so quick. All done over the phone, I have driven one now (my friends Sri nav ) I love them, so I’ve ordered the black with black wheels!

    End of the day if a dealer treats you like second class and sh*t don’t punch them just take your order away from them as they don’t deserve what is technically your money .

    Phew typing that has even hurt my head as I am still struggling now with cognition 😕😕😕😕

    #146318 Reply
    Richard

    That’s really horrible my experience at our local (rural) MG garage couldn’t have been different they were great opened up both the 5 & ZS for me & my 14 year old boy to try out & immediately booked me to try both cars back to back take as long as you like.

    It’s clearly down to individual garages rather than the marques themselves & some clearly take the pee out of motability customers too.

    #146322 Reply
    Cozo

    My experience with Volvo has been excellent. Booked a test drive in the XC40 PHEV and was treated as a ‘normal’ paying customer by an excellent salesperson  who couldn’t have been more helpful. I had similar treatment from the VW salesperson when I went for a test drive in a Tiguan. It must be the Welsh air!

    #146326 Reply
    Wigwam
    Participant

    It really isn’t good enough for Motability to just tell you to go to another dealer. They must be forced to take action.  It’s our money they are giving to these people.

    • This reply was modified 2 weeks, 4 days ago by Wigwam.
    #146331 Reply
    Si

    Is there a motability user panel is that the word, I have fibromyalgia and find it hard to find the right words sometimes, I know what I mean.  Somebody that represents motability users.  We need one, and dealers need to learn we are human beings and bloody customers and reliable ones.  Motability is largest buyer of cars in the uk, that should count for something and at the very least we should be treated with dignity.  I am with you Richy brother this is not right.

    #146341 Reply
    Simon G

    still not heard anything back so I posted the following tweet…

    For awful customer service please go to your nearest @volvocars dealership

    #146342 Reply
    Wigwam
    Participant

    Seems to me, from what I read on here there are dealers who treat Motability customers well and those who treat them badly. I don’t think brand comes into it, just the person we deal with.  MrsW and I have been lucky and have never had a bad dealing.

    #146346 Reply
    Simon G

    As a comparison I wrote to the guy who sold me my X1, this is his response to my request to test drive an X2

     

    Absolutely Simon!

    It would be great to see you again.

    I’m not about today but let me know when you are free and we can meet up in the showroom and have a chat.

    makes me want another BMW

     

    #146381 Reply
    Jay N

    My experience so far has been so-so.

    I’ve done (pardon the pun) a lot of the leg work for motability for my Wife who I care for – We decided after years of struggling to make appointments and endless hospital visits that it was about time that we probably *need* to give up her mobility PIP for a car!at this stage.

    All initial enquiries were pretty hard work for the 3 dealerships we had narrowed down – Talking to the ‘specialist’ involved a lot of waiting for a call back that never happened, several days of back and forth calls leaving messages with people who said they’d get the specialist to call back.

    Eventually, got to speak with the both Citreon and Vauxhall. Vauxhall are local and Citreon are a bit of a trip away. Both initial calls felt very nonchalant and no particular enthusiasm could be detected. I was surprised they weren’t really interested in telling me about the cars or what’s available, they just wanted me to tell them the model I was looking at and in what spec, even though I had told them I want to see what’s available and we weren’t really sure yet.

    I booked appointments to go into both dealerships in the end. At Citreon, the guy on the phone was the most blasé of the two and when I went for the appointment (a bus and a taxi away) I was sat there for 45 minutes before someone at the desk asked if I’d been seen to yet, then got someone from the back who wasn’t the person I had booked in to see. The guy wasn’t an arse, but he wasn’t interested in showing me anything – he was just asking specifically what I wanted. I said I’d seen the C4 on the motability website and then he said ‘oh right ok’ and showed me one and unlocked it and said have a look. He didn’t seem particularly knowledgeable about the car when I asked, but I get the impression I was filling up his time in a way he wasn’t expecting. Even though the C4 is a good car and potentially very suitable, I walked away .

    At Vauxhall, i think the chap I deal with has a bit of a relaxed attitude anyway. He didn’t push anything, but neither did he really seem that keen to show us anything. He did however go through what was available and what might be suited.

    We weren’t offered a test drive (But I didn’t ask either) Once my wife got into the new Mokka model easily and seemed comfortable we knew that was the one.but had to go away and try and source the £999 upfront fee.
    The chap very kindly stayed behind after finish that evening to do the application after we called to say we can go ahead. He made the process very easy and without stress to be utterly fair. But there’s a slight breezeyness to his attitude generally which gives me the overall impression that Motability customers are a big yawn for them to deal with.

    I don’t really understand why, it’s still money they are getting and if anything it’s more secure.

    bit of a shame generally but at least with Vauxhall I’ve not necessarily got anything to really complain about, just a ‘vibe’

     

     

    #146384 Reply
    lab
    Participant

    I was told by the ford motability guy they only make £500 on a motability sale ?

     

    #146385 Reply
    Jay N

    Does the upfront cost come into it?
    I mean, even so, it’s still £500 they wouldn’t otherwise be getting. And even then, this is to help disabled people travel and they are giving up a good chunk of money to do it.

    But this is the issue: the moment you try to put a standard or value on what you are looking for, in terms of car or service, you feel like you should be grateful to get anything at all. And that’s very much the attitude at least some ‘specialists’ seem to reflect back at you, so you feel twice as bad for even suggesting another other than a second hand smart car

    #146389 Reply
    lab
    Participant

    Does the upfront cost come into it? I mean, even so, it’s still £500 they wouldn’t otherwise be getting. And even then, this is to help disabled people travel and they are giving up a good chunk of money to do it.

    I don’t know if AP comes into it, the motability guy said that’s all they make. I do think there is an attitude with some dealers about motability customers, when they see I am using crutches or sometimes my wheelchair I see their face change when they realize I am a motability customer.

     

    #146393 Reply
    Richy
    Participant

    I don’t believe AP comes into it, AP goes to motability I think.

    Forgot to put , when I went to nissan for my qashqui , they were amazing, it was my first car (one I’ve got now) , the salesman talked me through everything from the very first step, but in a way I could keep up.

    The manager checked on us too and was great, we had tea and coffee, then went a long test drive in one nearly the same spec (he tried but the adblu engine wasn’t out yet or something)

    Then it was six weeks and we went to collect the car, we had to wait for about fifteen minutes as he was busy with some one, but the manager said because we had waited so long we could have a free set of mats! (It really wasn’t a long wait to me so I was chuffed)

    Then because it arrived on fumes left in the tank, the dealer asked if I’d like to take the salesman with me and he will put diesel in for me, I said it wasn’t a worry as I hadn’t expected any fuel , but they insisted! He put 20 and I topped it off.

    Through the lease they’ve been fantastic, and I often bump into the salesman at the local supermarket cause he lives a few roads away from me, he always asks how we are and how’s life treating us, before any mention of the car.

    Only reason I didn’t go back is my needs changed.

     

    #146395 Reply
    wmcforum
    Which Mobility Car

    It’s great to hear that Richy, cheered me up to hear some positive input. I’ve been shunned as a private buyer, I put it down to the fact I was wearing a hoodie and jeans and not business dress of suit and tie.I find car dealerships incredibly stressful places to be, I think a lot of us do. There are good and bad operators in every walk of life. Sadly.

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