“We contacted Mercedes-Benz of Sheffield today to enquire about a GLB through the Motability scheme, and we were extremely disappointed with the service we received. The salesperson's (Jordan) tone and attitude were unprofessional and disrespectful.
Specifically:
1. We were told that test drives are not possible on any day, which is unusual as the customer (who i was translating for) has been able to test drive cars through Motability in the past.
2. The salesperson was unable to provide the nformation about the boot size, which is essential as we needed to ensure it can accommodate an electric wheelchair.
3. We were nformed that adding paid options or adaptations to the car is not possible for Motability customers, which contradicts what I have been able to do previously for this customer and also contradicts what the Motability website suggests.
This experience left me and the customer feeling disheartened and disrespected.
The salesperson's lack of knowledge, unhelpful attitude, and unprofessional language ("mate") were unacceptable.
We contacted Motability to report this experience.
We would not recommend this dealership based on our experience.”
“Direct Line Motability is not fit for purpose. They don’t seem to understand that people have motability cars for a reason. Nothing seems to work properly. Emails with links that don’t work. You have to go through 3 to 4 people to speak to the correct person. They admit liability even when it’s obvious the other party was at fault. Come on Motability sort this out”
“I have been waiting 6 months for a 3008
from Peugeot Banbury. Car is here last few weeks but now subject to a recall from
October 2024. I had to access DVLA to find out what as no one could tell me. Told now we have two bits the last piece on back order we will call you today. 3.00 pm no call. I understand market forces but six months, now this with little communication.
I might have to look elsewhere for
Something it’s so impactful.”
“I'm giving them one star. I got my first Mobility car 3 years ago. A Hyundai Tuscon automatic PHEV. I paid just over £6,000 deposit towards my new car. Now I do need my car even if it's for short journeys. I have only done 3,000 miles in the 3 years.
If I go for another car I lose that deposit completely. However Mobility will make a big profit when they sell off the car.
I am now left with having to pay out another high deposit to get another car. If the car was privately bought on a PCP and paid for by myself using my Mobility allowance, it would of had some value in it to transfer onto another new car, a bit like a deposit but using the equity in the car to pay for it. Now Mobility are making a fortune out of disabled customers high up front deposits when they come to sell the car.
I know they give you a £750 refund but that's nowhere near the amount of money they will make from that cars sale. A lot of you will say get a cheaper car and pay a lower deposit. I need an automatic with electric plugin capabilities. It's like Mobility are taking all the profits from 3 year old customers cars. I thought this company was setup by the tax payers and was a charitable company?
No wonder they have £ million pound artwork on there office walls”
“I have a cable tie holding one side of the back of the power wheelchair. It's going to be two weeks without proper use. Motability refuses to say it's safe so I contact RSA. They care little about how they treat me. The back has lost any structure. I will into other ways to have a wheelchair”
“I have been waiting in my car since 5.20 pm yesterday it is now 2.09 am RAC originally told me they would be there at 9.00 pm It is now 8.5 hours I have been waiting for RAC I have phoned them 4 times in the past 15 minutes and still they refuse to let me know if they are coming
I am in terrible pain my body is so stiff and I am so exhausted They do not treat you as a human being I am disabled and old Avoid RAC at all costs”
“Disgusting company, car exhaust broken rattling and a garage area manager said we're not repairing it, got onto mobility wanted £250 to get out contract go to a new dealer, ceo ignored emails, 3 brainless young girls at executive office useless, financial ombudsman to investigate, as many customers said on reviews they treat vunerable bad if you speak out they tyreaten you to terminate contract stop you getting a car, tye govneed to sack ceo and investigate this Disgusting company, they won't get away with it forever more of us speak out better, press informed,”
“mobility to be taken to court, financial ombudsman and press over a vunerable adult with mental health new to mobility has 6 months pip taken for damaged cars or no cars, no good condition payments £250 given mr caddick complaints after no final reply investigationbut ignored Mr Andrew Miller, Rebecca Philips abd staff, disgusting service mobility”
“Had nothing hit problems with my car for 3 years didn’t have it at one point for three months sam at motorbility was very helpful and kept me up dated so that you Sam you went above and beyond in your job now a new problem has arrived I was told nope you can’t have a hire car nope you can’t have your money back for loss of use of vehicle to then being told a hire car is on its wats waited 2 hours no car to then be told AMBER had rang up and cancelled my hire car and now isn’t returning my calls she had earlier told me on the same gone she would grant me the hire car as good will soon as she put the phone down she rang up the hire company and cancelled it on me I have had no car jow since the 28th and there refusing to even speak about the situation with me fully disgusting there all about money and greed”
“a letter was received from Motability Operations c/o RSA Motability, which was not clear, so I wanted to clarify it, so I called them. The number in the letter was not working, so I searched their number online. I waited about 30 minutes than spoke with a person, who told"I transfer you", so I could not even answer to him, then another person picked up well after 1 hour of waiting on the phone, and I asked them what should I do, based on their letter. He asked" is it not clear from the letter?" I answered"not, this is the reson I called", so he put me on hold without any notice. After 1 hour and 29 minutes on the phone, a different branch/company of RSA picked up, who do not even deal with insurance. So this company is useless, and not helping at all. I could sugges how to improve their service, but they should pay a lot of money for those simple advices. Kindness, politeness, care, passion, listening, helpfulness. These are missing here.”
“Answer calls after an hour of lucky. Some agents as hard as they try aren’t that knowledgeable. I find I do the work myself phoning around for new vehicle.”
“Trustpilot reviews
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Motability Operations
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Motability Operations
Reviews 119 • Poor
TrustScore 2.5 out of 5
2.3
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2.3
119 total
5-star
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4-star”
“Disgusting customer service ⚠️
Waiting 2 years for a new vehicle and being charged for a five year old car that’s not fit for purpose.
Rude unhelpful staff only concerned with profit instead of providing the service they are supposed to for disabled children.
Customer service Manager Alexandra Castle is not interested in finding a resolution. Worst management I’ve ever experienced.
Motabilty now reported to Financial Ombudsman and Trading Standards.”
“Full of lies and false promises. Five and a half months they’ve had my car in for repairs and nothing has been done. Complain every week and just more deceit and lies.
Never again”
“When Lord Sterling and Lord Goodman set this scheme up as a charity it was fit for purpose. Now it has turned into another greedy company governed by the FCA because the Charities Commission 😂😂😂 now say it's not a charity - sorry Sterling and Goodman but your legacy is worth nothing. Even though they have made a massive profit, Motability actually charge people for changing their vehicles when their disability worsens, as if these poor souls don't have enough to deal with. Motability also do not allocate a grant to those that need a certain sized car unless they answer ridiculous and personal questions that Motability are allowed to ask!!! I would understand if this was a company that wasn't based on a charity and was supposef to give their all to their customers but this is not the case. I've seen the millions in profits this company has made recently!!!”
“Mobility operations I want answers because you declined my good condition bouns for the damage I am wheelchair user what do you expect I just found out how much it going through auction for and location because mobility would not give the information wounder why because I found out how much you getting for the car YOU ARE RIPPING PEOPLE OFF BIG STYLE people work out your moblity money do it at the lower amount and then add price for car what they get for it through auction or dealer you will be shocked because know wounder ceo make 1.7 millions pounds mobility I want my bouns if not I take further I even go to papers it wrong what you are doing spread the word I will not back down to you mobility I been with you from 2015 to 2021 and you treat your customers like dirt lies after lies photo never lie look foword hear from you I already now gone to ombudsman service let me see what they got to say next step will come and any body want to knows where your moblity ends up. Try g3 car auction castleford West Yorkshire void this company not stress free package like they claim load of rubbish lot issues to sort out with you mobility”
