[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

Topic

[Waltersoprano1]

Went in to look at minis a few years ago. Was told that the specialist was at the bmw up the road and was just left to view the cars myself. No offer of another salesperson to talk me through the car etc. In the end just went back to Renault who in my area treat customers well.

[Richy]

I think that’s why I get looked down at sometimes, I either dress in tracksuit bottoms and hoodie , or combat trousers , I’ve never dressed up for car dealers , even when I was working and bought a couple of cars with my own money, I walked in with comfortable clothing on, I was always met with a down the nose sort of look by some dealership’s, and others were fantastic. When I went to buy my bertone astra years back now, Hartwell’s treated me second class and I’m sure it was the shorts and t shirt (mid summer) , I went to picadors then , honestly I felt like royalty.

Trouble is I feel ready now to be treated differently, which is not how it’s supposed to be, when I went to nissan they were the very first dealer I went too, for my first motability car, I went in nervous they were going to treat me different, but he even said when I said I thought you were going to look down at me, that motability should be treated with great respect, not only are we great human beings for being resilient with our struggles we go throw, we are basically cash buyers , and whether I’m putting down nil ap or huge ap, it does not matter, we are all allowed to be treated equally.

I was so relieved, now after MG I worry about feeling second class again. But enough of that, my wife helps me a lot to try and hold my head high, it’s so difficult sometimes though.

[JohnE]

When we went to pick up our Motability BMW (years ago) we got a call if we could come at a different time: no we are already in our way.
Turned out that another retail customer was on his way to see our sales person for a new 7 series m sports.

Was great to see how anxious the sales person was while his colleagues were trying to keep that customer entertained while he was waiting for us.

[Jay N]

I think it seems like it’s predominantly down to the individual(s) at the Dealership, rather than a general culture.

This is probably no more than what most experience anywhere else in daily life – There will always be some who see the disabled, people on benefits, or people receiving special access to anything with a bit of a sneer.

The dissonance comes, personally, from being led to believe from the Motability website or reading materials that the process is easy, designed to be care free and is well established. In reality, there doesn’t really seem to be any backbone or rigidity to the application process – it really is Motability acting as the central paperwork and information process facility  and the dealerships just taking what they are told to, and running however they please.

I would have thought Motability would be more strict about making sure their customers (which is what we are, don’t forget. We give them our money) are led along the process with dignity and respect, as that is part of what the whole thing is about.

The motability scheme is great and such a boon for those most deserving of a means of transport – it’s just a shame that the process, in reality in dealerships, has the potential to add stress, reduce confidence and dishearten those they are trying to help.

[Richard]

Well you can thank the mainstream media in this country for blaming “us” for being scroungers, lazy, workshy & getting our “free cars”.

High Time the media in this country were held to account for the endless hatred & division they stir up with their lies & exaggeration.

[John Newton]

When I ordered and picked up my Mercedes I can honestly say it was my best experience thus far and that was including the fact I was wearing trackie bottoms, as an aside the GLA45 is seriously nice.

[Shellie]

I enquired about a Audi q3 before I ordered the bmw and all I did was email and ask for information I was treated like I couldn’t afford to get one but that wasn’t first time with same dealership we went before we got our Volvo 5 years ago just to look as you do they treated us like we were something they walked in obviously we weren’t dressed posh enough we were smart in jeans etc but obviously not good enough it’s totally stopped me going there now so far bmw been great well except putting the 2 wheel drive on order when we ordered 4 wheel drive good job I checked

[Simon G]

So I wrote to the MD of Volvo UK who had his Exec team respond.

Dear Simon,

I am very sorry to hear about your experience at Volvo Cars Cardiff.  I completely appreciate your feedback on the matter, however I wanted to assure you that we within VCUK and our retailer network categorically do not support discrimination of any sort.

The manager from the dealership also rang me up. Couldn’t offer an explanation for what had happened but he did apologise.  He said they rely on Motability in order to hit their numbers each year.  He did offer another test drive.  He sounded really naffed off.

 

[James Pond]

I have been to many dealers over the years and “its only motability” attitude is very common.

 

Kia and Toyota were the best in my experience

[Dave W]

Odd and ok I have only used four dealers, Ford (Hendy Portsmouth), BMW (Snows Portsmouth) VW (Marshalls Taunton) and Hyundai (Yeovil) but I have obviously been fortunate.

I have not had a bad experience at any and always felt looked after. The VW one I suppose was not quite up to the standard of the others, but it was still ok.

 

The other three were all superb to be honest……..

[Menorca Mike]

James Pond wrote:

I have been to many dealers over the years and “its only motability” attitude is very common. Kia and Toyota were the best in my experience

. Farmer and Carlisle Toyota Belton road Loughborough Leicestershire gave me 2 hour test drives in Yaris and Chr very good service indeed

[Author]

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