Why are we treated so bad.

This topic contains 42 replies, has 11 voices, and was last updated by  Landyman 1 month ago.

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  • #114632 Reply

    Mark

    Hi

    I have been looking forward to getting a new car via motability and am happy to take a car parked in some compound to avoid ordering dealays. With that in mind I have contacted several dealers of different makes and asked what do you have in stock. In all cases the sales person on the other end was more than happy to help, that is right up until I said I was a motability customer. Then it was sorry but our motability person is not in today can I take your number to call you back in a day or two. In effect can get no info re cars in stock from anyone other than the motability person, but they always seem to be at another branch or it’s there day of. Do they call back no.

    Maybe if I emailed them and forgot to say I was a motability customer I would get the info I need!

    Has anyone else been treated badly, on the phone or in the showroom over the years.

Viewing 25 replies - 1 through 25 (of 42 total)
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  • #114634 Reply

    Phaedra
    Participant

    My local (Durham) VW dealer is useless, been in several times over the last 10-12years when looking for a new car.  No interest whatsoever, last visit I managed to grab him as he went past to re-fill his coffee, no chance of a deal on the AP or even a set of mudflaps while other dealers were offering £600 off.  Ordered from JCT600 in Wakefield, what a difference in customer service 🙂

    My local Ford garage are also pretty good but with a £950 difference in AP between the Tigual R-Line I ordered and the Kuga I looked at it wasn’t a difficult choice!

    There's room for all God's creatures, right next to the mash and gravy 🙂

    #114642 Reply

    ChrisK
    Participant

    I rang my local VW dealer who are 3 miles away to ask how much the AP was on a Touran I was eyeing up at the time, this being a day after the new AP price list was release by Motability and as the price was so low I was just double checking before ordering and they could not be bothered to check it and said when I came in and ordered the AP would come up on the Motability computer terminal.

    So I drove 55 miles to Oxford and ordered the car and the day after had a call from my local asking if I was still interested in the Touran and I said “not only am I interested but I’ve order one from someone else”.

    They were not happy and a day later I had another call from my local dealer but this time it was the manager asking why I went to Oxford so I told him straight and I heard a few heads rolled down there not long after but yes some dealers are lacking and is why we should have a feedback system to Motability but not just for ordering cars but for viewing too.

    #114648 Reply

    BionicRusty (Wayne)
    Participant

    Hi Mark, welcome to the forum.

    The dealers do have dedicated Motability sales people and so if you’ve ended up talking to another, they’ll have to pass on the details of the call.
    From thereon in you’ll get pretty much the same treatment as other customers, i.e. rubbish.
    They will say they will call you, they won’t, they will offer the world but will give you a black hole.
    My advice would be to lead with the fact that you’re a Motability customer.

    If you’re told the sales person is not in, then ask when he/she will be in. Don’t expect them to call you. It almost never happens but if you get a dealer that IS good, cling on to them and don’t let go! 🤣😂

    This isn’t treatment dedicated to Motability per se. The whole industry is poor for customer service.

    You can access so much support and tips on this forum so keep at it. I’ve not recently joined the scheme and this web page is constantly open on my browser.

    If at any point you feel you ARE getting poor service, don’t hesitate to get a call or email into the dealer principal.
    Also, don’t listen to the “we don’t make any money on Motability. We only do it to………” They are there to service YOUR needs, not doing you a favour.

    Good luck 👍👍

    🏎 I will be remembered for nothing but had great fun doing it 🏎

    #114649 Reply

    Mark

    Hi

    Before the car I have now I was doing the rounds of showrooms and was in a Ford dealership, I and my wife were the only customers in at that time. I looked at several cars, banged a few doors yet no one came over to us. So eventually I walked over to one of several guys sitting behind desks and all talking on mobile phones. The guy was obviously peeved and after me standing in front of him for about 2 minutes he asked what I wanted. I explained I was a motability customer looking for my next car. He said the motability guy was of sick and went back to his phone. And that was that. We walked out never to return.

    #114650 Reply

    BionicRusty (Wayne)
    Participant

    That’s awful. I wouldn’t have been able to help myself. The dealer principal would have had an email naming the ignorance of the salesman. Sad thing is, so many of these salespeople think they are some sort of cheeky boy wheeler dealer and better than the customer.
    I’ve been in sales for donkeys years in the same industry. If I treated just one of my customers like this, I’d be sacked……. and expect to be.

    Keep on at it though. It only takes one good salesperson to make all the difference.

    🏎 I will be remembered for nothing but had great fun doing it 🏎

    #114652 Reply

    Jane

    Back in 2018 when I walked into my local ‘ve dealer when I asked about ap price that other places where giving £500 cashback he showed  me the door.i travelled down to bury over a hours drive away and  Mike gave us great welcome Cash back and upon pickup of car s goody back with gadgets and cava in.when we returned for service treated again with respect and goody bag all staff amazing asking if I wanted a drink and if i was  ok while sitting waiting on a comfy couch.will defently be going back in 2021.oh also local said if you buy else where that I would be charged for add blue if I bring it to them for service.i pay my own add blue as its not exsoensive but i won’t give them the service.i will stay with bury where they have respectful mobility guys.

    #114666 Reply

    Elliot
    Participant

    Twice I went to JCT600 VW in Sheffield and on both occasions they just couldn’t be bothered to speak to me.

    I’ve also got nothing good to say about the Seat dealer in Chesterfield.

    #114667 Reply

    Bryan

    It’s sad reading the stories above as they reflect my experiences over the past 15 years… lazy and cocky salesman, full of excuses and adamant on no discount on AP (until you go away and find one elsewhere and then they start to phone you).

    3 years ago I called into a local dealership, explained what model I wanted, the sales executive went away for 5 minutes, came back and asked me to sign a form. When I looked at the form it was an order for the model I wanted but she hadn’t even asked me if I wanted options or whatever. I got up and walked out. I travelled 40 miles to the next dealership and ordered there along with a raft of options, the sales guy couldn’t have been more helpful. He even said that the other dealership had tried to put my order through!

    This time I’ve made quite a few phone calls and discussed discounts etc. and then arranged face to face meetings which resulted in a healthy discount on the car I wanted. That was 20th March, the next week everything closed.

    I’m now starting again on Monday, I’ll keep you guys posted.

    #114671 Reply

    davjg

    I have tried 3 times to contact BMW Harrogate, but never get a call back by their Motorbility specailist. Its a joke, i am considering contacting Motorbility to ask why they never do any thing about it, you are either providing a service or you are not.

    Motorbility could send all of their custormers a survey to ask how we are been treated when purchasing the cars, that way they could get rid of them if they have poor ratings.

    Is that been too harsh?

    #114674 Reply

    Philjb
    Participant

    Sadly it seems we are only wanted when they need to shift cars or orders are quiet.
    The very first Vw dealer we visited in epsom was all over us like a rash until I mentioned motability then he disappeared into an office and never came out.
    Same with Vw in Morden who are gone now.

    The best dealership by far for Vw is marshals of reading First class.

    After that Honda in Kingston was good right up until they rang me and told me the car I paid for was no longer available. lol

    Tiguan fan boy

    #114675 Reply

    Jan Atkinson-Carr

    I’m so disheartened by everyone’s experiences. Add on having a hidden disability and the experience gets worse.

    #114680 Reply

    Waltersoprano1
    Participant

    Before using this forum I had no idea you could get discounts so that’s one good thing I suppose

     

    I found mini Glasgow to be pretty bad for getting advice on prices etc

    #114683 Reply

    Mark

    Hi

    At another dealers (Seat this time) we were treated well got several test drives and made the decision to order a seat xl altea, we made very sure that make/car/spec came with a real spare tyre/jack. We were showed one fitted in an identical car in the showroom. We were also showed the brochure were it was listed as standard fitment. So nothing to worry about!!!!!!!!!!!!!!!!!!!!

    About 2 months later our car arrived, looked in the boot, no tyre, no jack, just a can of glue. We pointed this out to the “new motability sales guy” as the other guy had by now left. Sorry mate they (Seat) have changed the spec, they no longer fit spar tyres to your car and then very carefully got the new brochure out and pointed to the back page, and in very small print “reserves the right to change specifications and make modifications to the vehicles described and illustrated”. We accepted the car on the understanding this would be fixed asap. Several months later and several unreturned phone calls nothing. So a letter was sent to the dealership pointing out they had agreed to fix the issue and if not fixed in 4 weeks the car would be returned to motability as what we had ordered we did not get. The car, some 3 weeks later then spent a few hours parked next to a 6 month old Seat XL Altea that had come from the factory with spare tyre and jack. Our glue can ended up in that car and its tyre and such stuff ended up in ours.

    So be carefull the car you order may not be the car you get, plus make sure all those loverly options they get you to pay for are fitted to your new car.

    #114684 Reply

    martino

    Because we get a free car because we are lucky to be disabled , well so iv been told

    #114685 Reply

    roly
    Participant

    Just to confirm – its’ nothing particularly to do with being a Motability customer. My 12 year old son is the DLA recipient, not me. So when I go car shopping I’m just a “regular” customer.

    I’ve lost count of the number of dealers I’ve walked in to, poked around in all of their cars for a good 20-30 minutes and then walked back out without even being acknowledged.

    Perhaps it will start to be different now that sales are turning down.

    #114686 Reply

    scousesam

    mark at mb skipton seemed to be a decent guy

    #114687 Reply

    rox
    Participant

    It’s quite a random one for me and it’s something I’ve experienced well before joining the scheme..

    Some sales people just don’t want to sell you a car it seems… unless you clueless and they can sell you anything which for me ain’t the case, i know what i want and what i don’t.

    Since i’ve been on the scheme I’ve only had a few issues and actually it’s only put me off them as brands, so they off my list forever..  I won’t ever be driving a ford.. unless it’s a mustang.. hahaha, then i might be tempted.

    Why because they expected me to drive 40 miles to another dealer to test drive a certain model as they had none at all. I was like yeah right.. and walked out the door..

    look i get it they don’t make so much in commission from mb, i get that and they usually have a specialist sales person, whom you need to see for a test drive and to do the paperwork etc.. Others just don’t do it. but it’s the attitude sometimes. Costs nothing to be nice.. Maybe they can tell, i don’t really want their cars, that i’m just trying to justify them as a contender as the specs meet my needs.. So went to the dealers to have a look and decide if it was and needed to drive it.. with mercedes and bmw, they not local to me which after all is an issue with services etc and life.. local is better but family had free tickets for a movie in chesterfield so while they was doing that i went and looked at cars.. waste of time.. Totally apart from toyota they had a 2.ol hybrid hatchback and the battery is in the boot so is tiny.. so it was out.. my local toyota didn’t even know that.. but i did.. but i needed to see it to decide..

    This time i had no problems at all apart from covid / my new car is sitting at dealers?? / It was the only one i test drove this time and decided it was the one..

    I looked at a few others but on looking decided they was just not right for me this time.. so was no need to drive them.. 3 years before that, i test drove 2 cars and 3 years before that 2 cars and before that only 2 cars again.. as they was what i got the shortlist down to, so is there loss imo.. I don’t wanna waste my time either.

    It was the drive that finally decided it on all cars in 2017 a golf  won over a clio, 2014 a c4 grand piccaso over the vauxhall zafira and a QQ over a c3 back in 2011, The c3 was the worst drive straight after the QQ the moment i drove out i wanted to drive back, but that would of been rude.

    #114689 Reply

    Philjb
    Participant

    Agreed

    Tiguan fan boy

    #114690 Reply

    matt

    I was the same went to the one at meadowhead I arranged a test drive for the next day they said someone would ring me and no one did so I dident bother going back

    #114695 Reply

    Saintsman

    I’ve had mixed reactions from dealerships so now I don’t go back to those. I’ve found it’s not the manufacturer that’s the problem, it’s the dealership. I live around halfway between Peterborough and Cambridge with Bedford and Northampton not too far away. I’ve visited many dealers as I love looking at cars and often pop into dealerships just to see what’s new. When I lost my X1 due to pip I found myself in the situation of being a disabled customer buying a “normal” car. I must have visited more than 20 dealerships looking for a new car in only a handful was I treated like a “normal” customer. I had dealerships where I was approached straight away with “sorry MATE!!!!!, the Motability guy isn’t in today”, others where salesmen deliberately kept their heads down so as to avoid my gaze, others with a receptionist who called the salesmen, only to be told their Motability person was out on a test drive and would call me later. In one dealership (Fiat Peterborough) the receptionist calls a man at his desk, I heard him answer her call with “Just tell him I’m not in today”. At no time in any dealership did I mention Motability.

    Those were the bad ones, in the handful of others I was treated like any other customer, with sympathetic salespeople who went out their way to help, with s special mention to Wings Skoda in Peterborough, Marshalls Volvo in Peterborough (also Volvo in Northampton and Cambridge) every Kia and Hyundai dealership and finally Sycamore BMW in Peterborough.

    I ended up with a fantastic PCP deal from BMW, pity the car has not been that fantastic and has had a few issues, however, every issue is sorted without fuss, Chris Hudson (Motability salesman) has gone out his way to make sure I always have a courtesy car and coffee ready for me, even for non warranty repairs, he has called numerous times over the time I’ve had my car, with the last call just before lockdown to check on my recent PIP renewal. With a salesman like this I am finding the decision to move to a different make difficult but even there he’s said it’s my call and he understands if I want to choose another make.

    So, it’s not all bad out there, I would say ignore the ignorant dealerships, move on and find the car and dealer that suits you even if you have to travel a bit.

    #114697 Reply

    John

    I have to say I am thankful I have had no issues so far. I think it helps when I walk into a dealership and I have my guide dog with me he makes his presence felt LOL. I had to give a mention toSkoda Durham he have been marvellous. My next car is going to be a Tiguan well at the minute anyway because I still have some niggling doubts about it. I should also point out I have had nothing but positive experiences when I have visited my local Volkswagen dealer which part of Lookers group in fact when it was previouslyBenfield and I visited as a brand in the group I have still had nothing but a pleasant experience especially at Nissan Newcastle

    #114699 Reply

    ChrisK
    Participant

    Hi At another dealers (Seat this time) we were treated well got several test drives and made the decision to order a seat xl altea, we made very sure that make/car/spec came with a real spare tyre/jack. We were showed one fitted in an identical car in the showroom. We were also showed the brochure were it was listed as standard fitment. So nothing to worry about!!!!!!!!!!!!!!!!!!!! About 2 months later our car arrived, looked in the boot, no tyre, no jack, just a can of glue. We pointed this out to the “new motability sales guy” as the other guy had by now left. Sorry mate they (Seat) have changed the spec, they no longer fit spar tyres to your car and then very carefully got the new brochure out and pointed to the back page, and in very small print “reserves the right to change specifications and make modifications to the vehicles described and illustrated”. We accepted the car on the understanding this would be fixed asap. Several months later and several unreturned phone calls nothing. So a letter was sent to the dealership pointing out they had agreed to fix the issue and if not fixed in 4 weeks the car would be returned to motability as what we had ordered we did not get. The car, some 3 weeks later then spent a few hours parked next to a 6 month old Seat XL Altea that had come from the factory with spare tyre and jack. Our glue can ended up in that car and its tyre and such stuff ended up in ours. So be carefull the car you order may not be the car you get, plus make sure all those loverly options they get you to pay for are fitted to your new car.

    Hi Mark

    Yes that another pitfall you have to lookout for when they say at order point the car has this or that but when it turns up it hasn’t.

    It’s happened to me with my current car, KIA Carens, (yes I know I said above I ordered a Touran but ended up with a KIA but that’s another story😢 ) I was told in no uncertain terms that the Carens trim level 3 had a electronic handbrake and auto hold. When I viewed the car in the showroom the trim 3 model there had a standard handbrake and it was a deal breaker and I was ready to walk but then I was told the model they had there was a year 18 and the one I’d be getting is year 19 with EHB and AH.

    The car that turned up was exactly the same as the one I viewed with no EHB, I could have refused the car there and then but with the trouble I had with the Touran delivery dates and my desperate need for a car with a hoist I had to accept it but as sure as day follows nights I will not be having another KIA even though overall they are nice cars but I will be going back to VW or Seat next time because hoist wise, I know now what cars are suitable for me and also know for sure that they have EHB with AH.

    #114703 Reply

    rox
    Participant

    That is so bad chris, and i wouldn’t visit kia again either.

    Sometimes though hard descions need to be made for the right reasons and certain things can be small but make a huge difference, it’s the same for me. Due to my condition having acc on my current golf has made a huge difference to how my body is after driving and it has actually become rather enjoyable again.

    Personally I tend to look at the specs of each car and trim very closely and compare them as dealers sometime’s don’t know as much as they make out they do..

    #114727 Reply

    Geldof Bob

    Im from Glasgow and found my Mini garage (giffnock) to be very poor and were not really that interested…

    Stratsone Mini in Newcastle however were absolutely brilliant and i ended up buying the car from them. Nothing was too much trouble for them and they were just first class from the very first moment i spoke to them to the very last time i spoke to them when picking the car up.

    Infact it was actually on here with their posts that had drawn me to them.

    #114732 Reply

    Waltersoprano1
    Participant

    Im from Glasgow and found my Mini garage (giffnock) to be very poor and were not really that interested… Stratsone Mini in Newcastle however were absolutely brilliant and i ended up buying the car from them. Nothing was too much trouble for them and they were just first class from the very first moment i spoke to them to the very last time i spoke to them when picking the car up. Infact it was actually on here with their posts that had drawn me to them.

    thats the one that I went to. They didn’t seem interested and the mobility guy was at bmw over the road

    no offer to show me round the cars from any other sales person either

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