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Hi everyone,
This is my first post here, and I’m seeking some advice because I’ve been dealing with a very unprofessional main dealer. I’ve had problems with them since March, and honestly, I’m at my wit’s end.
I’ve been on PIP for a while, but this was the first time I decided to get a mobility car. As you’ll find out, I’ve been somewhat ignorant about the process, but I’ve been messed around quite badly.
I wanted a VW ID.4 because it suited my needs and I could just about afford the advance payment. After visiting a main dealer, I was told there would be a long wait, and I was advised to call around for potential stock.
A dealer told me that if I completed the application that day by phone and email, they could order a car for me, and I’d receive it within 12 weeks—that was the quickest they quoted. They advised me to order the car first and then proceed with the PIP documentation. The advance fee was £1000 at the time in March. I made the order, signed a contract, and paid a £500 deposit. As soon as the order was placed, they decided to ignore my communications regarding the PIP documentation. I chased them several times; I was always told they were busy and would call me back.
Three weeks went by, and I noticed the price for the advance payment had increased to £1600. I called the dealer to make an appointment, but I was again ignored.
I decided to call Motability, and to my shock, they confirmed that no application had been made by the dealer, and moreover, the dealer had no right to complete an order via phone. It had to be done in person. After back-and-forth with Motability, they called me back to say the issue had been resolved and that the dealer would honour the original advance payment. I still had the original signed contract.
I tried to arrange an appointment with the dealer, but I was fobbed off. He told me he could process my application immediately if I sent it by email. I unwisely agreed, and my application was finally processed through Motability, but it reflected the increased fee. I liaised with the dealer, and they confirmed the original price would be honoured; otherwise, I would cancel the order as I couldn’t afford the increase, nor did I think the ID.4 is worth that price. This was in April.
Now, my collection date is looming, but there has been zero communication from the dealer. On the Motability application, the car has been ordered but still isn’t delivered. I booked an annual leave day for the collection, and a few days beforehand, I called for an update. The salesperson was lost and confused, spending 20 minutes chasing up, and it sounded as if the car was lost or something. After half an hour, I was told that my car wasn’t ordered because they were waiting for me to confirm the £1600 advance fee. This is a blatant lie, and I wasn’t contacted about this at any point. They are now claiming they don’t offer discounts. I feel like I’m going in circles, and the showroom manager got involved, giving the same story.
They spun the story to me, asking for a discount, where I wanted the original deal honoured and this was confirmed to me on the phone. I wanted the car as soon as possible. As a disabled person, I’ve been without a car for four months, and I’ve had to deal with two increases in the advance fee. My time has been wasted.
The showroom manager now says he can get me the car within a week, but I need to pay the higher advance fee, or they will not give me the car. his explanation is that they can’t change invoices. He refuses to acknowledge the lies from his employees or the original signed contract.
I’ve escalated this to Motability—they’re angry and shocked but suggested I make a complaint to their head office. When I tried, their head office put me through to Motability? Wtf?! Now, Motability has started investigating and supporting me.
Realistically, I know I should just cancel the order, but there have been two price increases since I placed the order, and I’m just desperate for a car now. I am stuck and confused. I’m dealing with a bunch of quite rude and aggressive young guys at the dealer who refuse to take responsibility. Motability seems to be passing the buck. I am in desperate need of a car; otherwise, I would have cancelled this order a long time ago.
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1, You should never pay a deposit for a Motability car, the AP is due to be paid the day you collect your vehicle.
2, No dealer can accept a Motability order via phone or email.
If it were me I’d be cancelling on principal and trying to find a dealer with a suitable vehicle in stock, getting a stock vehicle used to be really difficult but looking at the offers and deals page on here it’s clear that dealers have realised that Motability can be useful to reach end of quarter targets.
If I seem a little strange, that's because I am.
Skoda Karoq SEL.
1, You should never pay a deposit for a Motability car, the AP is due to be paid the day you collect your vehicle. 2, No dealer can accept a Motability order via phone or email. If it were me I’d be cancelling on principal and trying to find a dealer with a suitable vehicle in stock, getting a stock vehicle used to be really difficult but looking at the offers and deals page on here it’s clear that dealers have realised that Motability can be useful to reach end of quarter targets.
This is incorrect. Last two vehicles I have purchased after a phone call and signed using digital signature – it is 21 century.
Sent from a mobile device.
Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 (unhappy customer - Ombudsman pending)
Motability Mazda CX-60 July 2023 (unhappy customer - early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019 (happy customer)Hi everyone, This is my first post here, and I’m seeking some advice because I’ve been dealing with a very unprofessional main dealer. I’ve had problems with them since March, and honestly, I’m at my wit’s end. I’ve been on PIP for a while, but this was the first time I decided to get a mobility car. As you’ll find out, I’ve been somewhat ignorant about the process, but I’ve been messed around quite badly. I wanted a VW ID.4 because it suited my needs and I could just about afford the advance payment. After visiting a main dealer, I was told there would be a long wait, and I was advised to call around for potential stock. A dealer told me that if I completed the application that day by phone and email, they could order a car for me, and I’d receive it within 12 weeks—that was the quickest they quoted. They advised me to order the car first and then proceed with the PIP documentation. The advance fee was £1000 at the time in March. I made the order, signed a contract, and paid a £500 deposit. As soon as the order was placed, they decided to ignore my communications regarding the PIP documentation. I chased them several times; I was always told they were busy and would call me back. Three weeks went by, and I noticed the price for the advance payment had increased to £1600. I called the dealer to make an appointment, but I was again ignored. I decided to call Motability, and to my shock, they confirmed that no application had been made by the dealer, and moreover, the dealer had no right to complete an order via phone. It had to be done in person. After back-and-forth with Motability, they called me back to say the issue had been resolved and that the dealer would honour the original advance payment. I still had the original signed contract. I tried to arrange an appointment with the dealer, but I was fobbed off. He told me he could process my application immediately if I sent it by email. I unwisely agreed, and my application was finally processed through Motability, but it reflected the increased fee. I liaised with the dealer, and they confirmed the original price would be honoured; otherwise, I would cancel the order as I couldn’t afford the increase, nor did I think the ID.4 is worth that price. This was in April. Now, my collection date is looming, but there has been zero communication from the dealer. On the Motability application, the car has been ordered but still isn’t delivered. I booked an annual leave day for the collection, and a few days beforehand, I called for an update. The salesperson was lost and confused, spending 20 minutes chasing up, and it sounded as if the car was lost or something. After half an hour, I was told that my car wasn’t ordered because they were waiting for me to confirm the £1600 advance fee. This is a blatant lie, and I wasn’t contacted about this at any point. They are now claiming they don’t offer discounts. I feel like I’m going in circles, and the showroom manager got involved, giving the same story. They spun the story to me, asking for a discount, where I wanted the original deal honoured and this was confirmed to me on the phone. I wanted the car as soon as possible. As a disabled person, I’ve been without a car for four months, and I’ve had to deal with two increases in the advance fee. My time has been wasted. The showroom manager now says he can get me the car within a week, but I need to pay the higher advance fee, or they will not give me the car. his explanation is that they can’t change invoices. He refuses to acknowledge the lies from his employees or the original signed contract. I’ve escalated this to Motability—they’re angry and shocked but suggested I make a complaint to their head office. When I tried, their head office put me through to Motability? Wtf?! Now, Motability has started investigating and supporting me. Realistically, I know I should just cancel the order, but there have been two price increases since I placed the order, and I’m just desperate for a car now. I am stuck and confused. I’m dealing with a bunch of quite rude and aggressive young guys at the dealer who refuse to take responsibility. Motability seems to be passing the buck. I am in desperate need of a car; otherwise, I would have cancelled this order a long time ago.
I appreciate it is a matter of taste, but other than that, what caused you to go with ID4 and not Ford Capri or Skoda Enyaq? Especially the latter: there’re very many trims better than VW in cost less
Sent from a mobile device.
Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 (unhappy customer - Ombudsman pending)
Motability Mazda CX-60 July 2023 (unhappy customer - early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019 (happy customer)WardyGTC wrote:
1, You should never pay a deposit for a Motability car, the AP is due to be paid the day you collect your vehicle. 2, No dealer can accept a Motability order via phone or email. If it were me I’d be cancelling on principal and trying to find a dealer with a suitable vehicle in stock, getting a stock vehicle used to be really difficult but looking at the offers and deals page on here it’s clear that dealers have realised that Motability can be useful to reach end of quarter targets.
This is incorrect. Last two vehicles I have purchased after a phone call and signed using digital signature – it is 21 century.Technically speaking, they’re correct. At this point, I’ve had multiple conversations with Motability and every time they’ve mentioned the dealer didn’t follow the correct procedure, and it HAS to be in person.
I did consider the Enyaq as it’s the same car, but it came down to styling, size and a family friend owns an ID.4. Plus I’m in my 30’s, I wanted something slightly more suited to my age.
I’d email the dealer, copying in whoever you’re talking to in MB at give it a straight honour the original AP or cancel the order forthwith. I know it sets you back if they cancel but do you really want to be dealing with that dealership for the next three years and paying extra for the privilege!?
I’m struggling to understand all aspects of this (especially the bit about PIP documentation?) but I have had bad experiences with three different VW dealers. I appreciate that there are good VW dealers out there (all brands have good and bad dealerships), but it is off-putting.
Hindsight is a wonderful thing but, as others have said, it’s unwise to pay a deposit and it’s essential to get a manufacturer tracking number within a day or two of placing the order. If the dealer won’t provide it, they haven’t ordered the car, even though they will imply that they have and the Motability system shows the order (this isn’t actually conformation of an order, simply that Motability have authorised you to order that car).
I’m no expert on EVs as they don’t appeal, but I have to say that the current crop of VW cars (in total) are bland in the extreme and build quality isn’t what it was. If I was in my 30s and wanted an EV I would lean towards the Enyak. Far better looking and far better equipped. Having looked at a Capri (yeah, right 🙄) that wouldn’t appeal to me. Another bland looking car and Ford build quality, especially interior quality, is well off the pace.
Whatever you do, I’d give that dealer their marching orders and demand your £500 deposit back. They have to refund it as, whatever they say, you haven’t entered into a legally binding contract with them. That only happens when you enter your PIN on collection and, even then, the contract is between you and Motability Operations. Good luck.
I did consider the Enyaq as it’s the same car, but it came down to styling, size and a family friend owns an ID.4. Plus I’m in my 30’s, I wanted something slightly more suited to my age.
Size – you cannot compare Enyaq to ID4 (unless I misunderstood and you’re looking for something smaller).
More suited to your age:
- Design – dull ID4 vs aggressively looking Enyaq 2025 model?
- Wheels – big 20″ wheels of 85x vs 19″ in ID4
- 360 degrees camera in 85x vs rear camera in ID4
Spec – for £2,299 you get both front seats electrically adjustable and the driver gets a massage too.
If you go for sporty Coupe you will get panoramic roof with no extra too.
Driving experience – 85x SportLine takes ID4 – no question. Take for a drive and you will feel it yourself.
Sent from a mobile device.
Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 (unhappy customer - Ombudsman pending)
Motability Mazda CX-60 July 2023 (unhappy customer - early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019 (happy customer)I’d email the dealer, copying in whoever you’re talking to in MB at give it a straight honour the original AP or cancel the order forthwith. I know it sets you back if they cancel but do you really want to be dealing with that dealership for the next three years and paying extra for the privilege!?
Personally I would raise a complaint with Motability and taking them to the Financial Ombudsman if they refuse to address it and compensate, as his contract is not with the dealer, but Motability. It is Motability’s responsibility as a leasing company to ensure the young gentleman will get level of service he deserves.
Sent from a mobile device.
Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 (unhappy customer - Ombudsman pending)
Motability Mazda CX-60 July 2023 (unhappy customer - early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019 (happy customer)Thanks for the advice, everyone. Motability has put in a case manager, and I’ll be speaking with them next week.
Tbh, the whole situation has put a sour taste in my mouth. As others have mentioned, I realistically don’t want to deal with this dealer at all, and all the excitement of a new car has disappeared for me. Also, one of the main reasons I chose ID.4 was the price, as the £1000 advance payment was just something I could afford, and it was an enticing deal at the time.
I personally wouldn’t touch a VW dealership, they left me for 3yrs with a nackered Tiguan saying nothing was wrong, soonnas warranty ran out miraculously the issues in had with my DPF and DSG box they found the issue, a service tech assaulted me and my wife ( previous history with him outside of the dealers though )
I’d speak to a Skoda dealership and see about one of their MEB platform cars ( Enyaq etc )
They’re nicer than the ID.4 anyway
I'm blunt and straight to the point and I make no apologies for it!
Bipolar, OCD and a multitude of other MH issuesTo be honest they say toyota and Lexus dealers are very good have a look there but new cars are seeming to be factory orders and can take a very long time the vw polo is made in south africa not sure about the EVS. When you do order a Motability car you order at the AP price and if it goes up you still keep the price ordered at, if price goes down that is the luck of the game although some dealers if you cancel will let you have the new lower price but they do not have to.
Tbh, the whole situation has put a sour taste in my mouth. As others have mentioned, I realistically don’t want to deal with this dealer at all, and all the excitement of a new car has disappeared for me. Also, one of the main reasons I chose ID.4 was the price, as the £1000 advance payment was just something I could afford, and it was an enticing deal at the time.
I’ll put another reason on top.
If something goes awry with the car, which isn’t out of this world unlikely, you have to deal with these people again.
I don’t know if i’d hand my car to people who willingly lied to me before – god knows if the work they write down was actually done. “Our” VW dealership is 40 miles away, gone there over two closer ones where the service/consultation was, lets say, uncomfortable (douchebags).
I understand the pickle you’re in, but it’s better to pull that band-aid off right now and quickly, rather than dealing with these people for the next (at least) 3 years. With our current dealer, we know we get a decent enough loaner if the car has to go in (had a new steering rack, got an R-Line spec’d Taigo as loaner for almost a week), without chasing anything down etc, the peace of mind is worth more than to us than “having a car as fast as possible”.
In the end of course, up to you – can just state that personally, i’d walk. And fast.
Prior: SEAT Ateca Xcellence Lux 1.5 TSI DSG MY19, VW Golf GTE PHEV DSG MY23
Current: Hyundai Ioniq 6 Ultimate
Next: we'll see what's available in 2028.The issue with Motability they like you to go to different dealers and test drive the cars before you decide but as we know in the real world dealers do not always have a test car with adaptations which is the problem.
To be honest they say toyota and Lexus dealers are very good have a look there but new cars are seeming to be factory orders and can take a very long time the vw polo is made in south africa not sure about the EVS. When you do order a Motability car you order at the AP price and if it goes up you still keep the price ordered at, if price goes down that is the luck of the game although some dealers if you cancel will let you have the new lower price but they do not have to.
Just to clarify, if the AP goes down, the dealer does not have to cancel the order to give you the lower price. The order is with the manufacturer and can remain in place so that you don’t loose your place in the build queue. All the dealer needs to do is cancel what is on the Motability system (which people often think is the order, but isn’t, it’s just admin) and re-enter the car again at the lower AP. In total, it takes them about 5 minutes and, as I say, does not affect your order. If the price drop is substantial and the dealer won’t do this, then switching to another dealership is advised, but you will then be starting again. Usually just the threat of doing this will change the mind of a stubborn sales person.
There’s a few things I’d like to advise:
Firstly, you’ve learned a great deal about how the scheme works but there’s definitely been some mistakes this far and I’d be cancelling the order right now.
You need a dealership you can trust, if it’s this hard getting the car in the first place, just imagine how it’s going to go if the car broke down.
Get yourself on Facebook and search for Motability groups, there are several that have dealerships offering great deals on cars that need collecting very soon (there’s a couple of Skoda Enyaqs that have to be sorted by Monday, which you’re probably a tad late for but they’re spectacular deals and there was an Ioniq 5 that was a cancelled order that was practically given away. If you can get to a dealership a distance away for a couple of visits you could end up with a bargain and a car in 4 days time.
Finally, I know there’s styling preferences but in order to get a car rather quickly, you may need to make slight compromises. As long as the offered car is suitable for your needs and isn’t hideous, you could do well. Either way, that dealership isn’t for you….
I'm Autistic, if I say something you find offensive, please let me know, I can guarantee it was unintentional.
I'll try to give my honest opinion but am always open to learning.Mark
I received an update from Motability after their investigation.
The dealer has now agreed to honour the original price. It seems they have broken quite a few rules, and there will be financial repercussions for them, according to the correspondents I’ve seen. Having said that, I’m still awaiting their call for next steps regarding collection – my confidence is low on this happening, and I have a feeling I have to chase up Motbaility on this.
Motability also confirmed I can change dealership once I pick up the car, which I will be doing.
The interesting yet wild fact is that the same ID.4 now requires a £3249 advanced fee in the latest round of price updates. It was £999 in March…
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