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Yesterday I suffered a horrific and extremely traumatic experience, one which has left me severely mentally and physically unwell.
This experience was caused solely by absolute corruption, deceit, bare faced lies, criminal, malicious maladministration and abuse I received at the hands of multiple mobility contractors – (Aviva/Direct Line) and L&I Eaton https://lieaton.co.uk/manchester/
I’ve had a car since 2024, last month on the 26th of Aug damagd the car and needed it repairing, so I contacted the insurers (Direct Line/Aviva) and they contracted L&I Eaton to do the repairs. They collected the car the same day and gave me a courtesy car.
The next day I got an email asking me to contact them so I did, upon which they said the car had been reportedly involved in a crime – something I had no clue about. She said that, as result, they needed th courtesy car back. I explained to the woman I had no clue what she was talking about and hadn’t done anything illegal, so she said she would speak to the insurer and tell them my side of the story and get back to me with the decision.
I have significant mental health issues including autism, generalised anxiety and insomnia to name a few and everybody involved is acutely aware of my disabilities.
Following the call on the 27th August, I drve around as usual in the car for the next 2 weeks and the woman I spoke with never called me back – so I simply presumed she had looked in to it with the insurer and they had found what I said was true – that I had not done anything wrong, so I presumed the woman at L&I just didn’t bother letting me know.
Yesterday I was in bed asleep (with my window open) when I heard someone saying my name. I got up and looked outside to hear some completely unknown, 6 foot tall, bald headed male in my street telling someon he had “taken my car”. I looked where I’d left the car and it was gone. I was immediately struck with fear and panic as I’ve had a car stolen from that exact spot previously and it gave me terrible flashacks. I shouted out to the guy but he was on the phone, he said he had took my car. I had left money in there and lots of numerous personal effects.
I told him I needed my stuff and he ignored me, I rushed downstairs and went outside and he shouted one guy to drive off in m y car and he got in his van and they left. I was shaking, shocked, traumatised, standing in the front sreet in my shorts and socks, shaking and extremely stressed. I went back in the house and suffered a severe panic attack and almost passed out.
I called the insurer (Direct Line/Aviva) and I’m 95% certain that the “person” I spoke with was nothing more than an advanced AI bot, which was programmed simply to parrot direct lines terms and offer no actual assistance.
I kept repeating that, the last time I spoke with anybody from the repairer, they told me they would investigate and get back to me and never did. I was told that the car was reported “stolen” on the 28th August – one day after I last spoke with the the repairer (L&I Eaton).
That means – instead of getting back to me as she promised – instead she simply told the insurer (Direct Line/Aviva) – that I refused to give the car back! Not only did L&I not get back to me, but they also reported the car “stolen” without telling me!
They clearly and irrefutably simply tried to have me arrested and the car confiscated whilst I was driving it! But for whatever reason, that did not happen, so after 2 weeks of waiting for the car ti be confiscated by the police, they decided to send 2 unknown, unannounced males to my home, to in my opinion – steal – the car from me while I was in bed.
Here is where the egregious corruption, abuse and blatant criminality really begins:
I spoke with someone who I believed to be a manager at L&I for about 45 minutes, explaining it all and demanding that the call from 2 weeks prior be listened to – it would totally absolve me of any wrongdoing and would show that L&I Eaton was 100% at fault because I was told that they would be investigating and getting back to me and the call would prove that. I also asked repeatedly for how I could submit an Subject Access Request to obtain a copy of the call so I could take action against L&I.
Some hours passed and I’m certain that the call was listened to and L&I Eaton realised they massively screwed up – they falsely reported the car “stolen” when it was not, did not notify me, tried to have me unfairly arrested and the car confiscated – and when that didn’t work, they sent people to collect the car from my house – where they knew it was all along!
I waited some hours and got a call back – but not from the female “manager” who I’d been speaking to – instead it was an extremely loud, big mouthed, bombastic, obnoxious, domineering male who began booming his loud, overpowering voice down the phone at me.
He began gaslighting me, talking over me, refusing to let me speak and generally trying to railroad me to nowhere.
He told me the previous “manager” would not be returning my call, that they would not be listening to it and that I would “not be getting any calls”. I repeatedly told him he could not refuse to give me the calls as I was legally entitled to them through GDPR. He simply kept repeating that I “was not getting them” He refused to do anything at all, constantly spoke over me, gaslit me, lied to me refused to comply with the law, then when I got frustrated he disconnected the call.
In addition to the traumatic experience of being awoken to discover my car taken, I spent multiple hours on the phone to motability, direct line and L&I Eaton – during all of it I was not listened to, repeatedly gaslit, lied to and ignored.
I filed complaints with motability and they simply said they would feed the info back to the parties, but I would receive no response.
The amount of stress that yesterday caused me was truly sickening. I have been sober for 9 months and the extreme stress from yesterday caused me to relapse on alcohol.
I haven’t been able to eat, I’ve been being sick all night from the stress and alcohol, I haven’t slept and I am very very unwell.
L&I Eaton are the most corrupt, abusive, criminal organisation I have ever dealt with and Direct Line/Aviva are equally complicit in the abuse I’ve received because they are covering it up and protecting their criminal contractor (L&I Eaton). Motability is of absolutely no use whatsoever.
Because of these things I would absolutely not recommend this horrific scheme to anyone. The insurer (Aviva/Direct Line) and their contractor are corrupt as sin.
I have done absolutely nothing wrong in this situation – I have austism and when I speak with a professional who tells me she will investigate and get back to me – I expect that to happen.
Instead they:
Falsely reported the car as “stolen” and let me drive around in it for 2 weeks, hoping the police would arrest me.
Did not notify me that they had reported the car “stolen”.
Refused to listen to the call in question, refused to give me a copy of it, refused to comply with GDPR.
Failed and refused to return my calls, even though I relayed to them how sick this experience had made me
Had some big mouth gas-lighter ring me, arbk at me, refuse to comply with the law and then terminate the call.
Falsified records claiming that I “refused to give the car back” when that was not true.
Motability are almost completely useless and powerless, Direct Line/Aviva are corrupt as sin and also disconnect my phonecalls, L&I Eaton are the worst, most despicable, corrupt, abusive, cirminal company I have ever dealt with.
So my advice to everyone would be: DO NOT GET A CAR ON THIS SCHEME
I have some complaints active with Aviva/Direct Line and motability but I highly expect more of the same gaslighting, refusal to listen to the call in question and a continued refusal to comply with GDPR and send me a copy of said call.
I will update this topic when I hear the result, but I truly do not expect anything positive at all.
Please avoid this scheme at all costs – this has had an unbelievably detrimental afect on my entire life, I suffered a severe panic attack, relapsed on alcohol and I’m currently extremely unwell, having been vomiting all night.
The companies involved are all acutely aware ofhow sick this has made me and up until now, they have refused to listen tothe call in question, refused to give me a copy and disconnected all my calls.
The treatment Ive received from everyone involved is a digusting disgrace and I owuld not wish this upon anyone.
Avoid this scheme like the plague!
I am cancelling my car and I will never ever look back and I wil lnever ever get another car from here again.
- Replies
Sorry to hear about this and I wish you well
Having been on the scheme myself for well over a decade
I personally would give my experience of the scheme a 8/10
It seems to me looking at past posts on this forum that your own experience is not common and possibly a one off
Keeping that in mind I cannot imagine the stress it has caused you
Your post has allowed you to vent your frustration ( been there got the T Shirt )
Sorry I cant help with your situation but I will say that your experience isn’t one that I have come across before
Tbh the scheme has seen better days imo but right now I would be lost without it.
Wishing you well
Email CEO of Motability.
Sent from a mobile device.
Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 - September 2026 (won my case with Ombudsman)
Motability Mazda CX-60 PHEV July 2023 (early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019Thanks for the kind words. I’m sure it doesn’t happen often, maybe as you say – never.
But tbh that doesn’t atter – everything I’ve experienced is all because a corrupt repair company and equally corrupt insurance compny refuses to be honest, accept they were in the wrong and and apologise for the severe damage they’ve caused.
But they will not do that, an instead they make the situation one thousand times worse by gaslighting me, fobbing me off, disconnecting my calls, refusing to comply with the law and even blaming me.
Even if others will likely never experience the exact same thing – they will certainly have to deal with the same corrupt insurer and possibly their contractors – so the danger is still very real.
Email CEO of Motability.
Like I say I have active complaints, but all involved parties are gaslihting, denying, ignoring and refusing everything and I have little hope that will change.
I understand. But have you raised it directly with CEO? If not and you’re happy to wait until after midday, I can draft a letter for you.
Sent from a mobile device.
Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 - September 2026 (won my case with Ombudsman)
Motability Mazda CX-60 PHEV July 2023 (early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019So sorry to hear about your horrendous problems.
Had your vehicle been involved in crime then I’m not surprised at what happened, and just saying “it wasn’t me” won’t stop recovery as, sadly, most criminals say “it wasn’t me”. The core issue here is not with the repair company or insurers, who are simply following policy, but with the mis-identification of your vehicle.
It could be that criminals have put false plates (showing your reg) on a different car and, as a result, your car flagged up as involved with crime. This issue needs to be flagged with the Police in order to get the marker lifted off your car. Motability are best placed to advise you on this as I’ve never been in this situation but I suspect that they have some experience of this.
It’s a shame that you found Motability to be unhelpful, as that’s the complete opposite of my experience over many years. I’d try again. Try to keep calm and polite as that will make them want to help you.
Good luck with it. I can only imagine how stressful this must be. Finally, I hope that you can get off the alcohol quickly as that, along with driving, will get you in to far more trouble than even this situation.
So sorry to hear about your horrendous problems. Had your vehicle been involved in crime then I’m not surprised at what happened, and just saying “it wasn’t me” won’t stop recovery as, sadly, most criminals say “it wasn’t me”. The core issue here is not with the repair company or insurers, who are simply following policy, but with the mis-identification of your vehicle. It could be that criminals have put false plates (showing your reg) on a different car and, as a result, your car flagged up as involved with crime. This issue needs to be flagged with the Police in order to get the marker lifted off your car. Motability are best placed to advise you on this as I’ve never been in this situation but I suspect that they have some experience of this. It’s a shame that you found Motability to be unhelpful, as that’s the complete opposite of my experience over many years. I’d try again. Try to keep calm and polite as that will make them want to help you. Good luck with it. I can only imagine how stressful this must be. Finally, I hope that you can get off the alcohol quickly as that, along with driving, will get you in to far more trouble than even this situation.
Precisely. @rinkydink, sit tight and I will draft something for you later today.
Sent from a mobile device.
Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 - September 2026 (won my case with Ombudsman)
Motability Mazda CX-60 PHEV July 2023 (early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019Thanks very much Glos Guy and kdwolf, I really appreciate the offer of help and kind words.
Honestly atm I’m still quite overwhelmed by it all and I can’t think straight. I really can’t/don’t want to face aother day of spending hours and hours on the phone with all these companies, going through it all again, it stresses me out too much – not least because of their complete refusal to be honest and determination to do anythig they can to avod the blame they are acutely aware they deserve.
Direct Line has my complaint and motability has one too so I think for today I will just try to relax and get some sleep.
I had an ongoing ombudsman case which I won, but @kezo advised to give a bit of a push and send a message to the CEO, which I did Wednesday evening. Today, Friday, a lady called me and sorted the things: agreed on the exact date the vehicle will be collected, went through the agreed terms off the Ombudsman’s letter etc. Would strongly recommend to send yours. Again, I should have time to draft something for you later today.
Sent from a mobile device.
Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 - September 2026 (won my case with Ombudsman)
Motability Mazda CX-60 PHEV July 2023 (early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019That’s cool, it’s good to hear a positive result, glad it worked out for you.
I really appreciate the offer of help but honestly I don’t like to put people out. I’m capable of writing, I could possible even get AI to do something for me but like I say, I have complaints logged, I spent literally all yesterday on the phone and today I’m both exhausted and sick so it will be best to rest, eat and try to sleep today.
I have submitted a SAR to L&I so it’s moving and the clock is ticking for them to process it – as long as they comply with the law and give me the call(s) I’m requesting I will have unequivocal proof of their failures and lies – but that makes me think they will not easily hand them over, if at all.
I see. Good luck and let me know if you change your mind.
Sent from a mobile device.
Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 - September 2026 (won my case with Ombudsman)
Motability Mazda CX-60 PHEV July 2023 (early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019That’s cool, it’s good to hear a positive result, glad it worked out for you. I really appreciate the offer of help but honestly I don’t like to put people out. I’m capable of writing, I could possible even get AI to do something for me but like I say, I have complaints logged, I spent literally all yesterday on the phone and today I’m both exhausted and sick so it will be best to rest, eat and try to sleep today. I have submitted a SAR to L&I so it’s moving and the clock is ticking for them to process it – as long as they comply with the law and give me the call(s) I’m requesting I will have unequivocal proof of their failures and lies – but that makes me think they will not easily hand them over, if at all.
With respect, pursuing the repair company won’t achieve anything.
It sounds to me that the issue is that there is a ‘marker’ (Police indicator that the vehicle is connected with criminal activity) on your vehicle, possibly as a result of cloning. As the car isn’t yours, that is an issue that Motability need to resolve. I’d try them again, focus on this specific issue, and see if you get someone more helpful. Good luck.
With respect, pursuing the repair company won’t achieve anything. It sounds to me that the issue is that there is a ‘marker’ (Police indicator that the vehicle is connected with criminal activity) on your vehicle, possibly as a result of cloning. As the car isn’t yours, that is an issue that Motability need to resolve. I’d try them again, focus on this specific issue, and see if you get someone more helpful. Good luck.
Thank you. To clarify: the car was a courtesy car from the repair company, not mine – I only had it 24 hours when they emailed me asking me to call them.
I called and refuted the allegations – after wihch the woman at the repair company said she would investigate, speak to the insurers and call me back to let me know the decision. Instead of doing that, she reported the car stolen the next day, never got back to me and did not tell me that it was reported stolen.
The woman at the repair company is 100% at fault and the call which I engaged in with her will prove that, which is why I requested it.
What were these “allegations” that you’re speaking of in the courtesy car?
Also, with all due respect, could you perhaps lower the compoface a tad? We don’t need to know about your relapse with alcohol, especially as that may be triggering to other users on this forum.
We can already understand how distressing this is likely to be for anyone, let alone someone who’s disabled no matter the direct disability.
Hello rinkydink
Which car was accused of being involved in a crime? Your car or the courtesy car?
If the courtesy car, did they offer you a replacement courtesy car?
With respect, pursuing the repair company won’t achieve anything. It sounds to me that the issue is that there is a ‘marker’ (Police indicator that the vehicle is connected with criminal activity) on your vehicle, possibly as a result of cloning. As the car isn’t yours, that is an issue that Motability need to resolve. I’d try them again, focus on this specific issue, and see if you get someone more helpful. Good luck.
Thank you. To clarify: the car was a courtesy car from the repair company, not mine – I only had it 24 hours when they emailed me asking me to call them.
I called and refuted the allegations – after wihch the woman at the repair company said she would investigate, speak to the insurers and call me back to let me know the decision. Instead of doing that, she reported the car stolen the next day, never got back to me and did not tell me that it was reported stolen.
The woman at the repair company is 100% at fault and the call which I engaged in with her will prove that, which is why I requested it.
Apologies. I think I misunderstood. Was it the courtesy car that was supposedly involved in crime? I had assumed that you meant the Motability car. Criminals often use hire cars (booked under false names), which may explain why there is a marker on it. Either way, I will offer no more advise as I may just confuse matters! I hope that Motability manage to resolve it for you today.
What were these “allegations” that you’re speaking of in the courtesy car? Also, with all due respect, could you perhaps lower the compoface a tad? We don’t need to know about your relapse with alcohol, especially as that may be triggering to other users on this forum. We can already understand how distressing this is likely to be for anyone, let alone someone who’s disabled no matter the direct disability.
I find you and your post extremely offensive, insulting and passive aggressive. I have not got any “compo face” on as you so insultingly and demeaningly put it. I’ve suffered a horrific experience which has traumatised me, left me seriously unwell and caused a relapse on alcohol.
You are not a moderator and you have no right to boss other users around, insult them and tell them what they can and can not post. This is the both the first and last message I’ll write to you, please don’t post in this thread again.
Hello rinkydink Which car was accused of being involved in a crime? Your car or the courtesy car? If the courtesy car, did they offer you a replacement courtesy car?
Hi James – Yes it was the courtesy car, they didnt offer a replacemen. They said I had 2 options: they could arrange some “taxi account” or I could have my diability benefits back while I had no car/courtesy car – but heres the catch – they said they would only give me my money back after my car had been fixed – it’s already been 2+ weeks and they are stll waiting for a certain part and could not give me any ETA whatsoever – so in no uncertain terms they (Drect Line/Aviva) told me that:
They will not be providing a car + they will still be taking all of my disability money each month, until my car is fixed and I have it back – then they will look at refunding me for the time I had without any vehicle.
The huge issue for me here of course is that I will have no car + all of my disability money would be taken for the next weeks or possibly months – they had no idea how long it could be – and I would be left with nothing for all that time.
I told them I didnt think that was legal – for them to take all of my disability money that I am supposed to survive on – and give me nothing for weeks or months – the female from Aviva/Direct Line told me it wasn’t illegal and disconnected the call.
Apologies. I think I misunderstood. Was it the courtesy car that was supposedly involved in crime? I had assumed that you meant the Motability car. Criminals often use hire cars (booked under false names), which may explain why there is a marker on it. Either way, I will offer no more advise as I may just confuse matters! I hope that Motability manage to resolve it for you today.
No problem, yes it was the CC. Dont worry you aren’t confusing anything, it’s fine, I appreciate you posting. Thank you!
Hello Rinkydink
Thank you for your reply
It does sound like you are being treated harshly. You have mobility needs which are not being met. You have only been accused of the courtesy car being involved in a crime but you have not convicted of anything. It sounds like they have not even made any criminal charges against you?
If they will not budge on a replacement courtesy car the taxi account sounds helpful. At least you should get your taxi fares paid for. They should at least fund your usual journeys that you would have done in the car. Maybe a taxi ride to John O’ Groats or Lands End too?
Under the terms of the lease they are not obliged to refund the £80 per week whilst you car is off the road. But it is worth arguing for at least £80 per week compensation to reflect the inconvenience, stress and damage to your wellbeing as a result of this incident.
Hi James I decided to cancel the whole lease, I’m so sick with how they’ve treated me I want to get as far away from these corrupt and abusive people as possible.
I’ve spent hours and hours on the phone while I’m very sick, staying as calm as possible given the situation and what they are doing is the most despicable, depolorable , corrupt and abusive behaviour you could imagine.
I’ve been explaining everything over and over to multiple people – I tell them all they need to do is listen to this 1 call from 27th August and that ends this whole thing.
I spent 45 minutes on the phone with a manger at L&I Eaton last Thursday, she assured me she would get the call from their system and listen to it. I can see from my call records the call is only 4 minutes long.
SHE HAS NEVER CALLED ME BACK
I’ve since been totally fobbed off, lied to and faslit by L&I Eaton
I filed a complaint with Motability last Thursday, I got a text message from MotablOps which said:
NOBODY HAS CALLED ME BACK
I also filed a complaint with Aviva/DirectLine last Thursday.
NOBODY HAS CALLED ME BACK
That’s not accidental, not a single one of them has called to apologise for any delay either -it’s absolutely disgusting, co-ordinated abuse of a sick and disabled person and nothing less.
The call is 4 mintes long. They’ve had since last Thursday to listen and report back.
NOBODY HAS CALLED ME BACK
I’m so relieved to be away from these despicable, abusive people I cannot tell you. Absolutely corrupt as sin.
They do this to someone who has multiple seevre mental health disabilities including autism, which really makes this so much worse for me, because I know it isn’t right, I know they all know exactly what the call will show and I know what they’re doing to silence me.
It’s disgusting abuse and they should be arrested, this is literally criminal behaviour.
Thank you very much to everyone who posted, you have been very helpful and have helped ease things at least a little bit.
No doubt all 3 are conspiring behind the scenes over what they are going to do, how they are going to white-wash my complaints, refuse my SAR’s, blame me, and railroad me to the gutter.
That’s the level of morality these despicable individuals and companies have.
Onc again, thanks to all, I will update when I hear from my complaints.
Hello Rinkydink
You have found it difficult and frustrating whilst your car is off the road.
So if it is not too late to un-cancel, might you be better of keeping the taxi account and the Motability car until you can arrange an alternative car? Or has it put you off cars altogether?
If you want an update on your case from Motability. you could try asking this nice lady:
Leanne Street, Senior Customer Solutions Account Manager, Customer Solutions Team, Motability Operations,
E: leannest@motabilityoperations.co.uk
T: +44 (0)300 0205224
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