Name: Motorway
Address: Motorway, 12-13 Wells Mews, London, United Kingdom
Rating: 4.25

“Really very poor customer service. Tried to list a car for a 92 year old relative who lives alone and is completely immobile but Motorway refused to accept perfectly acceptable photos of the car. Then faced with the brick wall that was their inflexible customer service who just couldn’t understand that they had the potential to help a really old man get a couple of grand for his car but couldn’t see beyond their computer says no mentality. Really disappointing, unhelpful and unsympathetic way to do business. Took the same photos elsewhere where they were accepted without hesitation. Way to waste an old man’s time, guys.”

Helpful Report

Hello Will, Thank you for your review, we are sorry to hear that you were not happy with the experience of getting your vehicle into sale. After completing the investigation, we are able to advise that we would not be able to proceed with the pictures that have been provided due to parts of the vehicle not included in the photo. In regards to the photos requested, Motorway doesn’t purchase your car directly, but assists in sourcing offers from dealerships across the UK. To do this, we build an in-depth profile of your car which takes into account the condition, history, and specification of your specific vehicle. In this instance, the photos provided did not provide a complete view of the vehicle due to the angles of the pictures that were taken. It is from our understanding that you were asked to retake certain photos but were not able to as the vehicle was located 6 hours away from yourself. If the buyer identifies any issues that weren’t listed on the vehicle profile they may look to adjust their offer at the point of collection to take this into account, as your offer is based on the accuracy of the information provided and advertised on your profile. This is why we request certain pictures at the advised angles to be provided to avoid issues like this from occurring at the point of collection. Motorway doesn’t purchase your car directly, but assists in sourcing offers from dealerships across the UK. Our estimates are based on industry guide prices, live market data, and our previous sales history. After receiving your initial valuation online you are invited to speak with a member of the sales team to discuss any specific details regarding the history, specification, and condition of your car. Once the condition of your car has been discussed in more detail your estimated selling price is calculated. Naturally any issues discussed on this qualifying call such as stone chips, dents, scratches, or any other cosmetic or mechanical issues will need to be taken into account, this is why your estimated selling price may differ from the initial online valuation. However, this is necessary to ensure that any prospective buyers are fully aware of the condition of your car before bidding in the daily sale. This also allows for highly accurate price analysis at scale, so in most cases offers come out on or around the estimated selling price as an accurate representation of the vehicle value. Nevertheless, we are happy to hear that you were able to successfully sell your vehicle elsewhere and would like to wish you all the best moving forward. Warm Regards, Dalveer Sales Support Escalation Team

“As a dealer I don’t rate this company at all, poorly described cars, terrible communication, horrendous delivery/ inspections like gearbox crunch, gearbox whining, damaged panels, the list is massive so definitely don’t expect the car you thought you was buying.”

Helpful Report

Hi there, Thanks for providing this feedback, please could you let me know your dealership's name and I can give you a call - as I would like to look into this further. Alternatively, feel free to give us a call on our direct line at 0203 988 4396. Many thanks, Sam Brewerton Dealer Governance Specialist

“Seller spuriously demanded £1000 off when turned up based on timing belt not having been changed. Car has a timing chain which never needs changing. Then reduced to wanting £750 discount. Absolute waste of time. Motorway should vet these cowboys.”

Helpful Report

Hi David, Thanks for your review, we’re sorry you were unhappy with your experience. We would like to look into this for you in more detail to determine that happened but unfortunately, we’re unable to locate your vehicle profile using the information provided here alone, for this reason we kindly request that send an email to reviews@motorway.co.uk so that this issue can be raise with the appropriate teams. Kind regards, Dalveer, Sales Support Escalations Team

“everything was fine until the highest bid dealer not contacting me for collection, nothing motorway could do beside keep chasing the dealer. Motorway then suggested to go for the second highest bid buyer. I don't think this selling process would actually work if the any sides don't honer the responsibilities after winning the bid. if the buyer doesn't want the car, they should not enter the bid. Just a wasted of time, i wasted more than 2 weeks.”

Helpful Report

Hi Ivan, Thanks for your review. We’re sorry to hear your buyer did not get in contact with you. We expect buyers to be in contact within two working days from the point that your documentation has been verified, with collection no more than 7 to 10 working days later. Whilst the sale is conditional on both sides and either you or the dealer can withdraw, we expect dealers to place bids with the intention of following through with the sale. In the event that the dealer does not reach out, we can offer your vehicle to the second-highest bidder or look to re-list the vehicle for sale. Motorway investigates and records all claims of misconduct as a part of our robust purchase-monitoring scheme to ensure our dealerships meet the standards we expect of them. We have referred this case to our Dealership Management Team, and we will also be monitoring the buyer’s future purchases for any sign of repeat issues. Rest assured, where dealers have been found to have acted improperly, Motorway will be quick to impose all necessary sanctions, including the imposition of lifetime bans, in order to ensure the best possible experience for our sellers. It is regrettable that your experience was not more in line with our expected customer journey and high standards of customer satisfaction, however, if you do decide that you would still like to sell your vehicle through Motorway, please feel free to contact us directly at reviews@motorway.co.uk and we will be more than happy to assist you again. Kind regards, Jamie Sales Support Escalations Team

“Is very difficult to send pictures”

Helpful Report

Hi there, We’re sorry to hear that you were experiencing difficulty with our photo requests. All of our photo requirements have been developed with dealerships in order to maximise offers received and ensure a smooth collection experience for all parties involved. As Motorway is a marketplace that assists you in sourcing offers from dealerships across the UK, we help you to build an in-depth, professional, and standardised profile that displays the condition, history, and spec of your vehicle in as much detail as possible. Clear photos showing all angles of the car help buyers to make accurate remote appraisals, increase the offers you receive, and ensure offers are honoured on collection, with any issues taken into account in advance. If you are having any ongoing issues with your photos, our sales team is on hand to assist you through this process - feel free to give them a call on 0203 966 6449. Otherwise, we apologise for any inconvenience caused and wish you the best moving forward. Kind regards, Tyler Sales Support Escalations Team

“Got my online estimate, entered the photos and online questionnaire, rang them as requested and answered the questions, sent in my proof of purchase as requested sat back and waited for my offers, and waited, and waited, and waited some more! Eventually requested an update via email, no reply. Still waiting! Gave up on them and took the car to the dealer I bought it from, sold and sorted in an hour at the same price as the online estimate from motorway. Very disappointing, waisted a week on them!”

Helpful Report

Hi there, Thanks for your review. We’re sorry you were unhappy with your experience. We’re looking into this and will respond shortly. If you would like to provide any additional feedback in the meantime, please contact reviews@motorway.co.uk. Our Sales Support Team is also on hand to help if you’re experiencing issues with an active sale, they can be reached on 0203 988 3388. Kind regards, Tyler, Sales Support Escalations Team

Hi there, Thanks for your review. We’re sorry that you were unhappy with your experience profiling your vehicle. Having reviewed the calls and accompanying emails with you, it is clear that you were quick to respond to our document request and were not provided with the level of service we expect with regard to response times, and we apologise for this. We have fed this back to the agent’s Team Leader for further investigation, and additional training will be provided to ensure our high standards of service are upheld at all times moving forward. We are sorry for any inconvenience this may have caused and that your experience with Motorway was not more in line with our usual high standards of customer satisfaction, but we’re pleased to hear you have now sold the vehicle via another means, and we wish you all the best going forward. Kind regards, Tyler Sales Support Escalations Team

“they say they sold my car then dealer backed out they went to second highest bidder he wont collect for up to 10 days they wont enter into a new auction complete waste of time”

Helpful Report

Hi there, Thanks for your review we can see you have spoken to a number of colleagues and were frustrated with our process. Hopefully the following information will clarify our position. Your car is entered into a daily sale where the dealers on our UK-wide network compete to place offers, once your highest offer is in at 3pm, you are alerted and asked if you would like to accept. Once you have accepted, we ask for documents in order that we can complete our due diligence. Once those documents have been received and verified the buyer has 48 working hours to make contact with you, and we expect collection to take place within 3 to 7 working days. We cannot guarantee collection on a certain date or a certain time, although we strive to ensure the buyers who use our platform are as accommodating as is reasonable and we will always try to mediate if there is an issue around this. Your car had an offer on the 26/06/23. In line with our service levels we would expect this car to be collected at the earliest, Monday the 10/07/23. As a result of you cancelling your sale twice due to the misplaced notion that our service was not working as it should, this has now pushed the estimated date of collection back. We advised previously that if your vehicle received an offer during the last sale and you cancelled again because your car cannot be collected in a timeframe you deem acceptable, as opposed to a timeframe we can reasonably offer, it would have been our suggestion to you that you look to sell your vehicle elsewhere. I'm pleased to see you did not cancel the sale and waited for the collection. Warm regards Gem Sales Support Escalations Team

“Waste of 3 weeks. Fluctuating reserves, bad communication, missed auction days, and offers 500 below reserve. Waste of time. Dont use”

Helpful Report

Hi Steven, Thank you for your review, we're very sorry to hear that you were disappointed with the outcome of your sale. As you are aware Motorway doesn’t purchase your car directly, but assists in sourcing offers from dealerships across the UK. Our estimates are based on industry guide prices, live market data, and our previous sales history. After receiving your initial valuation online you are invited to speak with a member of the sales team to discuss any specific details regarding the history, specification, and condition of your car. Once the condition of your car has been discussed in more detail your estimated selling price is calculated. Naturally any issues discussed on this qualifying call such as stone chips, dents, scratches, or any other cosmetic or mechanical issues will need to be taken into account, this is why your estimated selling price may differ from the initial online valuation. However, this is necessary to ensure that any prospective buyers are fully aware of the condition of your car before bidding in the daily sale. This also allows for highly accurate price analysis at scale, so in most cases offers come out on or around the estimated selling price as an accurate representation of the vehicle value. However, this is absolutely not a cap on what can be achieved and although we cannot guarantee that the same level of interest is generated for every car sold via Motorway, where competition is high a car may exceed the estimate by any margin. Unfortunately, in this instance your vehicle generated limited interest from our network of buyers which is why we were unable to secure and offer for you that exceeded your agreed reserve. Again we are very sorry if this was not the outcome you were hoping for but nevertheless, we really appreciate you taking the time to provide us with your feedback and we wish you all the best finding a buyer for your car elsewhere. Kind regards, Sam Sales Support Escalations Team

“Poor valuation, avoid!”

Helpful Report

Hi Garry, Thanks for your review, we're very sorry if you were disappointed with your valuation. Motorway doesn’t purchase your car directly, but assists in sourcing offers from dealerships across the UK. Our estimates are based on industry guide prices, live market data, and our previous sales history. After receiving your initial valuation online you are invited to speak with a member of the sales team to discuss any specific details regarding the history, specification, and condition of your car. Once the condition of your car has been discussed in more detail your estimated selling price is calculated. Naturally any issues discussed on this qualifying call such as stone chips, dents, scratches, or any other cosmetic or mechanical issues will need to be taken into account, this is why your estimated selling price may differ from the initial online valuation. However, this is necessary to ensure that any prospective buyers are fully aware of the condition of your car before bidding in the daily sale. This also allows for highly accurate price analysis at scale, so in most cases offers come out on or around the estimated selling price as an accurate representation of the vehicle value. However, this is absolutely not a cap on what can be achieved and although never guaranteed, where competition is high a car may exceed the estimate by any margin. Again we are very sorry if you were unhappy with the valuation we provided for you however, if you have any additional feedback then please send an email to reviews@motorway.co.uk, otherwise we wish you all the best going forward. Kind regards, Sam Sales Support Specialist

“Don’t let pretend reviews fill you, Not only did I have to give MORE information, I had to prove it was correct, Or They would remove it, Utter disgrace and attitude stinks. This company do everything they can to get more for them less for You, Do trust them, 1/2 of the team don’t have a clue and like they are in a nightclub when they are talking to you, Disgrace”

Helpful Report

Hello Derek, Thank you for your review. We're sorry to hear you're unhappy with the type of service we provide. We haven't requested any information from you as you currently do not have an active sale with us. Having listened back to our recorded calls, our agent was unable to pass through the GDPR process due to your profile being incomplete. However, if you are referring to any information that may have been requested on another platform, this is simply to help us identify yourself in order to get the right outcome. We also follows guidelines set by individual platforms in order to identify our customers. If you are having any trouble with this, then please contact us directly and we will be happy to help. Best regards Arzumand Sales Support Specialist

“I input all of the car's details and came to photos (which I'd already taken) but no facility to upload them from a computer. (Why isn't there?) Phoned Motorway who said to send photos by email and they'd do the rest. Did that the same day. That was 6 days ago and, despite 2 reminders, they have not got back to me so I have no idea what's going on. Has it been listed or have they simply ignored my email? I've checked the email address they gave me (the same as the one on their website) and it's correct. So I've wasted a week and now have to start over again, but elsewhere this time!”

Helpful Report

Hi Andy, Many thanks for your review, we're sorry to hear you were unhappy with your experience. If you are unable to use our photo app for any reason, our Sales Team will send example photos and offer the option to send them via email. We request the use of the photo app over manual submissions to assist you in taking photos of the specific angles and areas we require, preventing you from having to retake photos that don’t meet our requirements. The app also helps to create a professional-grade vehicle profile which maximises your offers. We are sorry to hear that you may have experienced contact delays, unfortunately, we are unable to locate your account with the details you have provided here. Please email reviews@motorway.co.uk directly with further information and we will be more than happy to look into this for you. Kind regards, Cam Sales Support Specialist

“Been trying again and again to send photos and service history total wast of time phoned eight times given up thanks motorway”

Helpful Report

Hi Wayne, Many thanks for your review and we're sorry to hear you have had a negative experience. Our Sales Team have emailed you with instructions on how to send in the required photos. Please respond to the latest email we have sent you with all required photos as attachments to the thread rather than using the app link provided. We will then be able to complete your vehicle profile and get your car into our next available sale. If you have any further feedback, please contact reviews@motorway.co.uk and we will be more than happy to help. I will also request an agent reach out to you to explain the process and help you get the correct photos over to us. Kind regards, Cam Sales Support Specialist

“listed my car on the website - one scammer apparently put the highest bid for my car and then did not come to pick up the car as arranged - call twice to complain about them - motorway said they will intervene but NOTHING happened - called them to relist the vehicle the CS agent said he will relist and email me to confirm - 1 hour later nothing happened no email - called them again to be told that the car has not been listed - put through 3 different people who said the car will be listed - - still waiting - called again no one knows what the other is doing, useless people who dnt know their jobs and absolutely rubbish company”

Helpful Report

Hi there, Thanks for your review and for bringing your situation to our attention. We’re sorry to hear that you were unhappy with your experience with our agents. It doesn't sound like we have provided our usual high standard of service and we apologise for this. Unfortunately, we’re unable to locate your profile or assist you any further using the information here alone. For this reason we kindly request that you send an email along with any additional information that you believe could aid our investigation to reviews@motorway.co.uk. Warm regards Gem Sales Support Specialist

“Went through the whole process, supplying photos, documents etc. the car was sold in auction and then…. Nothing. The dealer who purchased the car via auction never contacted me and all communication with Motorway was responded with a standard template - the same one over and over again “Thank you for letting me know. Your buyer should be in touch within 48 working hours” Again and again. Very poor, service using scripts and templates so have decided to sell privately.”

Helpful Report

Hi, Thanks for your review, we're sorry to hear you've had a negative experience. Usually we expect buyers to make initial contact within 2 working days from the point your documents have been approved. We then expect the collection to be arranged and completed shortly thereafter. Whilst we appreciate that on occasions delays can happen for reasons beyond our control, this is absolutely not how we want to be represented and we apologise for any inconvenience caused to you as a result. We can see that you have since been speaking with a member of our Escalations Team and have confirmed that you are now in contact with the buyer. However, If you experience any further delay then please do not hesitate to reach out to us directly. Kind regards, Sam Sales Support Specialist

“I am a dealer purchasing cars from this site 1 member of staff does not now what the other is doing”

Helpful Report

Hi, Thanks for your review, we have arranged for a member of our Dealer Support Team to reach out to you directly. Kind regards, Sam Sales Support Specialist

“Completely screwed! Last December, tried to sell my Toyota Auris 1.8 Hybrid via Motorway. Initially they gave me an enticing price but after all I had been instructed to do had been done, one of their employees got involved & lowered the price 3 times in the space of 30 minutes! Got upset with the attitude of this employee so much so, that I cancelled the sale! A couple of days later, I contacted Motorway again, spoke to a more trustworthy & polite employee & agreed that they place my car on the next auction. The sale was successful & this guy managed to get me a far better price than the previous one! Everything was going smoothly until the “11th hour” when the first employee got him/herself involved again (but this time behind the scene!) & imposed a “stop” on the whole deal. When I complained vociferously with Motorway about the matter, they did apologise for the way I was treated and even offered me compensation for it - which I refused - as I didn’t want anything else to do with them but promised I would leave them negative reviews on several fora! As such, I definitely do not recommend anyone to trade with Motorway but would suggest they conduct their business elsewhere!”

Helpful Report

Hello, Thanks for your review and for bringing this to our attention, we’re very sorry to hear you were unhappy with your experience. Although you've stated that you have previously complained about this issue and that we offered you some form of compensation which you refused, as you have posted this review anonymously we’re unable to locate your vehicle profile using the information provided here alone, and therefore we will be unable to look into this for you in any further detail. If you do have any additional feedback then please send an email to reviews@motorway.co.uk otherwise we wish you all the best going forward. Kind regards, Sam Sales Support Specialist

“Stay well clear. Horrendous with communication. Constantly phoned them chasing for an update as to when my vehicle would be collected. Personally delivered my car to Ashford Orbital Kia only to be told that my vehicle was not sellable (3 year old car) by the obnoxious Kia salesman. He made no offer for the car and dismissed me like a piece of dirt on his shoe. I had declared ALL scratches and uploaded all clear visible photos of the scratches. Wasted 1.5 hours of my time driving there and wasted money on fuel. Disgusting service. Would never ever use again and most certainly would NOT recommend this company. Highly recommend anyone goes to Webuyanycar.com instead - now that was an incredible service. Don’t touch Motorway with a barge pole!!! They’re misleading and horrendous at communicating. And don’t touch Ashford Orbital Kia either!!”

Helpful Report

Hi Emily, Thanks for your review and for bringing this matter to our attention, we're very sorry to hear that you've had a negative experience. Usually we expect buyers to make initial contact within 2 working days from the point your documents have been approved. We then expect the collection to be arranged and completed shortly thereafter. Whilst we appreciate that on occasions delays can happen for reasons beyond our control, this is absolutely not how we want to be represented and we apologise for any inconvenience caused to you as a result. At Motorway we take accusations related to poor dealer conduct very seriously so we're keen to investigate this for you in more detail to determine exactly what happened. Unfortunately though, we're unable to locate your vehicle profile using the limited information provided here within your review. For this reason we kindly request that you send an email along with any additional information that you believe could aid our investigation to reviews@motorway.co.uk. Kind regards, Sam Sales Support Specialist

“I sold my BMW X5 on Motorway.co.uk. The day the car was auctioned the winning dealer somehow managed to take out finance on my car without me even accepting the deal. It was a BMW dealer who I was going to purchase my next car from who advised me that there was finance on my car which was a surprise to me as I have never financed the car. The finance company was also surprised but we managed to figure out who had financed the car after I had to give them all the details about where I had advertised the car and who the winning dealer was on Motorway.co.uk On the day of collection the dealer turned up with a friend, straight away feeling up the car and as soon as I walked out to meet them they started with accuses of respray here and there despite the car being in almost perfect condition. The car had never been resprayed and had full service history from BMW Park Lane. I had been totally honest with the condition of an 8 year old car. The dealer then started moaning about how I got him onto a train all the way down from Bury and the car was advertised a gold standard but at best it's a bronze. That comment really annoyed me for which I nearly did not sell at all to him. I dropped the price by £649 which was a big mistake but this was due to the pressure from both people. Even then they wanted another £1000 off. I ended talks and walked inside telling them that this was never going to happen. They drove from behind the car to the front and stopped, they got off and came and said we will accept the price I had mistakenly agreed to. The process from there was straight forward as money was paid into my account, paperwork given. I had created my own buyer/seller receipt which we both signed, dated and timed. Although I still got better than the book value I still feel I let the car go at least £500 cheaper than I should have. This was defiantly a lesson well learned for me. If you do sell on Motorway.co.uk then make sure no matter what pathetic accuses the trader/dealer makes do not lower the price. if they walk away let them as they will most likely come back.”

Helpful Report

Hi Usman, Thanks for your review. We’re sorry you were unhappy with your experience. In some cases a dealer may take a stocking loan against the vehicle they intend to purchase as this speeds up the buying process. They are able to cancel this loan if the sale does not go ahead as planned. Whilst we do of course appreciate that you submitted all of the required photos that were requested by our sales team, there can be often be other issues, either known to you as the seller or otherwise, that may not be easily distinguishable in the photos alone. This is why it's common practice for all buyers to request and carry out a thorough inspection at the point of collection. Buyers are expected as part of our process to supply photos in evidence of any reduction, we use these photos to assess whether or not reductions are fair, with a view to regulating buyer behaviour on our platform. In this instance the buyer has failed to provide the photos we requested so we have referred this matter to our Dealership Management team and will reiterate our expectations around conduct and producing evidence for any reductions in no uncertain terms. Please rest assured that where dealers have been found to have acted improperly in the past, Motorway have always been very quick to take any and all necessary actions, including the issuing of lifetime bans, in order to ensure a much better standard of service in the future. You’re never obligated to accept a lower price of course, as it is a voluntary transaction for all parties throughout, but the vehicle must be as described in order to achieve the agreed price. Our Sales Support team is always on hand to assist if you experience any issue with your sale, but it seems we were not made aware of any issues at the time of collection so were unable to assist. We're sorry your experience with Motorway was not more in line with our usual high standards of customer satisfaction, but ultimately we're happy that you managed to sell your car and wish you all the best going forward. Best regards Arzumand Sales Support Team

“Scam of a company. Gave valuation for 5900 and then checked the car and said we will only clear finance. Worst company Ever. Please don't give this company a try even as a last resort”

Helpful Report

Hello, Thanks for your review, we're sorry to hear you were unhappy with your experience. Our estimates are based on industry guide prices, live market data, and our previous sales history. After receiving your initial valuation online you are invited to speak with a member of the sales team to discuss any specific details regarding the history, specification, and condition of your car. Once the condition of your car has been discussed in more detail your estimated selling price is calculated. Naturally any issues discussed on this qualifying call such as stone chips, dents, scratches, or any other cosmetic or mechanical issues will need to be taken into account, this is why your estimated selling price may differ from the initial online valuation. However, this is necessary to ensure that any prospective buyers are fully aware of the condition of your car before bidding in the daily sale. This also allows for highly accurate price analysis at scale, so in most cases offers come out on or around the estimated selling price as an accurate representation of the vehicle value. However, this is absolutely not a cap on what can be achieved as we operate a blind bidding system, so although buyers are aware of the estimated selling price ahead of sale, they can't see what other buyers have offered, and although not guaranteed, where competition is high a car may exceed the estimate by any margin. All of Motorway’s buying partners can buy vehicles on finance. On the day of collected, the buyer will settle the outstanding finance directly with your finance company, and the remaining amount will be paid to you via a transfer into your nominated bank account. However, in some instances the outstanding finance on a vehicle may exceed the estimated selling price and even an offer received during the sale, this is known as negative equity, any seller that still wishes to proceed can either pay the difference to their respective finance company directly or pay the buyer to write off the sum in one go. We are more than happy to look into this for you in more detail with regards to your specific vehicle valuation but unfortunately, we’re unable to locate your vehicle profile using the information here alone. If you have any additional information then please send an email to reviews@motorway.co.uk, otherwise, we wish you all the best finding a buyer for your car elsewhere. Kind regards, Sam Sales Support Specialist

“IN SHORT DO NOT GO NEAR THIS SHOWER DUNG ITS A BIG CON BOTTOM LINE !!!”

Helpful Report

Hello, Thanks for your review, we're very sorry if you had a negative experience. If you have any additional feedback that you feel would help us to improve the service we provide to our customers then please send an email with any relevant details to reviews@motorway.co.uk. Otherwise, we wish you all the best going forward. Kind regards, Sam Sales Support Specialist


Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 82%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.7 out of 5

Motorway Reviews