Motability Reviews 

Just been in touch with motability spoke to two people firstly Rebecca then lori both were absolutely brilliant answering all my questions fully and quickly so thorough and professional and so patient these people are a credit to the motability company absolutely brilliant

I called so many times to the motabiliy foundation to apply for the driving lessons grant as I am allowed to get the grant. Each time an operator answers and tells me there is nothing on their system that I have ever called them. I never received any application from them. I am on the scheme for about a year now. Every time I call the operator on the customer service line will say the application will take only 5 minutes and before I know it they hang the phone on me. Absolutely disgusting behaviour. Awful organisation. Have no regard or care for disabled people. I will run my lease down give the car back and that's it. They shouldn't exist . Shame on you on taking advantage of Disabled people! Where is the goverement to regulate this institution?

This company has changed beyond recognition. It used to be a good scheme but recently they have gone on a money saving purge which has killed off any advantage of using the company which is now a shambles with no help or anyone who answers the phone - everything is outsourced, and badly so.

The accident repair service is now under direct line as is any time you need a hire car - for example if the garage hasnt a hire car when servicing. These use Euro car who are total crooks. The arrangement is that they will not book a car until your car has been taken away. Then you can wait a day a week or two weeks for a car- left with no car. When you do get a car it is from the junk pile, broken, smashed up and smelly. Not ones you would be given as a personal customer. They always try and charge you for damage that was already there.

The benefit agency that supplies the money, like all UK benefit agencies, has been told to defraud people whenever they can. Periodically they will tell you that your allowance has been discontinued. When you kick up a stink, which can take maybe 100 hours of phone calling, they will just say it is a mistake. It isnt this is just big government tactics to unnerve people on benefits and make them feel unsafe. The motability company will tell you that you are liable for any unpaid lease payments from the date the allowance is ceased. In the case of my son the benefits are stopped automatically once a year, and then re started after I complain, each and every year.

If you need a car to get about do not use motability.

0 woukd be my score if this was available!
Mobility get paid for the car we rent and my car has broken down endless times!
They use Europcar and they never have cars or if they turn up smell so bad of smoke and filthy.they left me in a car park for two hours before turning up! No apology
I wouldn’t except that was 3 days ago no one has even tried to sort this situation out only me calling and calling in and getting nowhere . The gov should look into the service we are receiving as it is no service just problems

The people working in the mobility grants department are just rude and unhelpful, i applied for the driving lessons in January as that’s when I was accepted and was told March someone will contact me. I called today just to make sure and the lady I spoke to again ( as this is the second time) was sarcastic and rude. I don’t understand why we have to go to use AA driving school, if they have no availabilities for 6 months or longer, yet there are so many that do.

What is truly shocking is that The Financial Ombudsman has said they are breaching the 2010 Equality act in regard to the way they speak to us and on WAVS and a number of other things and it is the so called charity that is supposed to help us. Now Motability operations has Acknowledged an off site handover for me so that is good.

Absolutely disgraceful service, my wife’s car has had the door mirror knocked off , car collected same day so all looked good , it’s now been away 8 days and no one knows where it is , last we heard my wife had a text saying they had problems finding a garage to send it to , the car is due for replacement in December,but do to this shambles she will not bother, so be warned it all looks so easy to start with but the whole system is a shocking mess when something goes wrong. 👎still waiting for car my wife received a message saying car repair is agreed but the nominated garage says they are waiting for the go ahead , an absolute mess.

Excellent service from first phone call .Cannot fault in any way Thank you for your help and advice Brett webster.

First of all Motability operations are great. I don’t have sn issue with motability . They have always been kind and helpful.
Sadly motability Grants are awful and it’s a warning to anyone needing help from a group that don’t listen, don’t care and are purely budget focused.

The grants teams unwritten ‘policies/terms’ are shameful and are not helping disabled people access the cars they need and are actually placing barriers in the way.
As the charity part of motability the system does not work and it’s being left to poorly trained staff to make decisions.
I applied for a grant being on low income and needing a new adapted car after my circumstances changed.
I had a small amount of deposit saved knowing that the Advance payment (AP) on the only cars that were suitable for my needs were higher. Ranging from £4999-7999 with this in mind after 4 months of searching / trying out cars I applied for a grant to help. I explained why I was reaching out and all the cars I had already searched and shortlisted based on my needs not wants. This was an exhaustive list of every car on the scheme. Visiting car showrooms to try them out. I wish I’d done a video log to collect evidence as I trawled through the options.
It took 5 1/2 months for a decision to be made due to extremely poor communication and staff shortages, holidays, my case being forgotten etc. after countless calls I finally spoke to my advisor a very inexperienced member of the grants team. She didn’t listen, and seemed to find it very hard to understand my disability needs even when put very simply. And each time forgot what those needs were, meaning lengthy explanations each call. After some time she got back to me with a grant offer and ‘suitable ‘ options, she sent a range of cars that did not have any of the necessary options I needed in the car to be able to drive it. Again not things I wanted but need to safely drive a car. As a small person it’s vital that I have clear visibility and need adaptions for reach etc. without it would be dangerous.

I explained the cars on the list didn’t have the options needed but she said this is what she’s found and so I was sent off to try them- 10 off which I’d already tried and weren’t suitable,
I visited the other 6 on the list cars of which none were suitable. I was granted £2000 towards a car. It was not explained that I could only choose a car on the list so if I found an alternative that wasn’t possible.
So it was a futile exercise from the get go.
Countless explanations didn’t seem to help this advisor ( used loosely) understand my needs what so ever. So after several weeks of searching and going through revised and added cars on the list I found a car suitable. I rang, emailed and again received no response from my advisor . On a side note you can never call and speak to your advisor. They don’t pickup, it’s very frustrating. You get put on a 48 hour call back which in my experience is often a week later.
After feeling very proud of myself for finding a comfortable safe option I was finallt so I thought on the way to driving again…..
But NO!
I received a phone call to say I couldn’t have the car I needed as it was over 50% AP that I myself needed to pay, so I explained again that I had saved a small amount and my family would help out to get me back on the road. I was spoken to like a small child and told no you can’t do that! Terms and conditions state you can’t pay over 50% of the grant allocated! No such terms exist. I was told they would re research and get back to me with further options or get an assessor out to see what I needed ? 6 months on over 40 cars! Back to square one!
This has been the most upsetting, frustrating experience I have ever had. It seems the grants team are so focused on working to try to allocate the lowest grant possible that they aren’t doing their jobs and actually researching and finding suitable cars.
I spoke to a manager who told me they wouldn’t allocate £3000 as it was too much. It’s hard enough having to plead for help and seek money from outside without having to feel like you’re begging for basic help. I feel very despondent and have now been left with a situation where I have the only car suitable for my needs and either have to go into debt / get a hefty loan and lose the grant (due to their non written rules) or get a car that I can’t drive.

Online help this morning with AndrewS. Very helpful and informative. Given extra details too which we hadn't thought about.

I have given 5 stars because this is my 5th Motability car and I have never had an issue with Motability. All of the discussions with the dealers and Motability have gone without a hitch. I always start looking for my next car in good time and visit the dealers to let them know I am considering leasing one of their cars through Mobility. The dealers always seem to be happy that they may be selling another car.

Requested a Europcar through motability waited 10 days received a phone call to say I would have a car delivered the next day never heard any more NO CAR
complained waited another week told a car was going to be delivered 1pm the next day guess what happened NO CAR NO PHONE CALL TO SAY WHY

Do not accept Motability offer of a wheelchair with your new vehicle.

No chance to see it, never mind try it for size before delivery.

My Van OS Medical Excel G Logic won’t even fit through our house doors.

I only hope it can be returned to the supplier.

Roger

No luck with trying to contact Motability. They never answer the phone.
Supplier does not want to know
How the heck does one get it returned to give space in a small room set up for an invalide?

Roger

Shocking service or lack of it! The locking system in my sons motability car had me trapped inside the vehicle twice in 2 days, I had to exit the vehicle via the window, I hurt my back doing so as an adult getting though the back window of a GLA isn’t exactly easy. The RAC called out to rectify the issue the first time, done a reset and thought it was solved. The next day I got trapped in the vehicle again, I rung motability roadside assistance and they said they wouldn’t attend again as it needed to go back to the dealer as there was clearly an issue, I agreed. I received a call from RAC Mercedes and was advised that if I was able to get the car to Mercedes Liverpool myself it would be a lot quicker getting sorted than waiting for it to be collected, the guy advised that he would call Mercedes Liverpool and let them know I was on my way and he said he would arrange a hire car for when I got there. I agreed even though I knew driving the car with the doors locked making it impossible for me to get out fast if there was an accident was a big risk to myself. I got to Mercedes and they had no idea why I was there, the guy had a mess with the car and got the door open and asked if I wanted to try it and see how it went, but couldn’t guarantee that it was actually fixed. I said no I don’t want to risk it, my son has to travel in this vehicle, I advised that I had been told there would be a courtesy car there for me, to which he replied we don’t have them so you have to speak to motability. I was then left to walk home 10 miles as I’d rushed out and had no cash or cards on me.
Whilst walking home Europcar rung to advise that they had the request for a vehicle but they had no cars available so they couldn’t help, they were working through a backlog from 4 days before so I had zero chance of getting a car. I advised that my son was in school 6 miles away from home, I had no way of picking him up, he is unable to use public transport including taxis due to his very complex needs but still they said we can’t help.
I spent an hour on hold to motability to advise of my issue and they kept redirecting me to Europcar who kept telling me the same thing, I had no chance of a car. My child was left stranded in school until 5:20 when my parents arrived from wales to pick him up as I had no other options.
Today my son has missed school, 3 hours on the phone and still, no one can help, no car and basically tuff luck. Tomorrow my son will be out of school again, he’s in a specialist provision as he needs daily therapies, so he’s missing his education, therapies and also a hospital appointment that we have been waiting for since the first week of June. I also need to collect his anxiety medication tomorrow but won’t be able to do so, and I have no one who can collect it for me. Motability can’t deliver the service they’re being paid for, Europcar clearly can’t meet the demand of motability why are they the only hire company that motability use? I asked if they could branch out and arrange a car and I was told no, I asked if I could be reimbursed if I were to hire a car myself and I was told no.
I can’t even do any food shopping and my son only eats a very limited selection of food which will not last over the weekend. I am appalled at this service!

I can’t believe that every time I’ve had to claim for batteries that were flat, burst tyres and other repairs that it’s gone against me for a claim for another scooter I own! Through using them and their insurance I am now being investigated for insurance fraud and an insurer refusing to pay me out. I’m looking after their property and I’m being penalised. Batteries that let me down at least 3 times I’m going to reconsider my renewal contract next month!

In the 90's I was a customer of Motability, but left the scheme after being told that taking my son to college fell outside the valid use of the car because I wasn't using the car for my own purposes, but for my son's purpose. I was a single parent and my son would not have been able to get to college without me taking him. I was aghast and frustrated with this decision and left the scheme.
Fast forward to 2019 and I decided to give the scheme another go. I leased a car through Motability and things went well until I came to order a new car from them, once my first contract was up. I received a letter from Motability inviting me to start looking for a new car. I contacted Motability and was encouraged to start looking immediately because supply chain problems meant that cars were slow to arrive after being ordered. I decided what car I wanted, and chose an electric car. I ordered the car and did the necessary paperwork in April 2022, and was informed that the car would be built sometime in the summer and would be delivered sometime in the autumn/early winter of 2022. I requested that it be built with a towbar for my caravan and this was included in the build specifications.
In due course, an electric point was installed on the front of my bungalow, and an agent from the company which fits hand controls visited to confirm my requirements.
Shortly after this, I received a letter confirming my grant from Motability.
In July I received a phone call at about 8.30 am telling me that I would not after all be eligible for the grant and that I would not be getting the car that I had ordered. They explained that this was because my wife works. This is despite my being on out-of-work benefits as well as disability benefits.
I have been left high and dry by Motability. I will now not get the car I ordered, despite having an agreement in writing that I would get a grant, despite having been encouraged to order the car by Motability and despite work having been done by the electric point company, the hand controls company, and the dealership. The car company has built a car to my specifications which now has no customer to go to.
On top of this, informing me of this decision by phone is, in my opinion, entirely unprofessional.
Throughout this process I have acted in good faith and, I repeat, at their encouragement. Motability has let me down a second time, they will not get another chance. My suggestion for anyone considering using Motability is that you have a choice, use your benefit to buy your own car and give Motability a wide berth.

Everything goes smoothly & nice at the start. Since then the number of cats on the scheme especially EV's has plummeted not Motabilitys fault as such down to the current chip crisis. What they can control however are the APs given the awful situation maybe Motability should be helping the customers out.

My car broke down RAC took 4 hours instead of 45 minutes to arrive. The following day I had to help the RAC guy push the car as they sent one guy out alone which damn near killed me.

Europcar have no cars available unless I can travel 30 miles to pick up a little hatchback manual when I need a decent sized auto. In the end the dealer got me a still unsuitable car.

After 7 days europcar got me an auto Arteon which I couldn't get in/out of as too low & half a tank of petrol was £70.

Motability got me a taxi to the dealer which is 5 miles the taxi came from the nearest city to me then to dealer 5 mile trip cost motability £52 (I have proof of this).

Fact is if you live in a rural area Motability are useless so if your car breaks you might as well just hibernate & hope you don't need to go to the doctors etc.

When you complain Motability give you phone numbers for RAC & Europcar instead of them handling complaints. How they expect to manage contracts when they don't want to know about complaints.

I've told them numerous times its not about money even though I had to get a loan from the scoial fund due to car breakdown. I want them to deal with the complaint but all they do is make excuses & here's a gesture of goodwill. I don't want your money I want you to fix the things that are BROKEN. Europcar depot said they don't have ANY suitable cars for disabled customers like upright SUV style they literally don't have any & this is the only company motability cobtract with.

Aside from this shambles your other option is a payment for each day your car is off the road but that isn't until your car is repaired so no use to most customers either.

Sas fact is there's no one else to turn to & motability know it they continue to rake in huge profits & each year the APs continue to go up & generally choice goes down. There's currently not one electric car of a decent size on the scheme under £2400 upfront. Try getting a mobility scooter in a Corsa or Zoe or even a Kona it's a joke.

Looking to extend the lease on my car, but Motability will not pay to have the sat nav updated. Seat sat nav was out of date when I collected car three years ago, but now is ridiculously out of date. Has me driving over open fields and does not have junctions marked.
Motability not prepared to pay for update, even although they are making massive profits (at the expense of the disabled). These profits going to fund CEO's excessive salary.
Not impressed with the penny pinching ways of the Motability scheme.

Excellent customer service care and understanding. Cannot fault at all.