If I could give zero stars, I would. Motability Operations Ltd is systematically ignoring consumer law, actively discriminating against disabled customers, and forcing people to keep unsafe, unroadworthy vehicles.
My family's vehicle was delivered damaged from day one, (literally collected it from the dealership damaged) it had a non-functioning rear seatbelt (where children sit) and shattered safety glass throughout, I cut my hand on the way home from the dealership. The car still has glass present that continues to migrate while the vehicle is in use. Despite multiple electrical errors, a complete system failure (including a dangerous fault that causes a complete shutdown) and the vehicle being completely unfit for purpose with even the dealership stating "we don't know whats wrong with it", Motability refuses to honor our Right to Reject a faulty product and request a replacement under the Consumer Rights Act 2015. Stating we will have to pay a termination fee to reject a vehicle that was delivered damaged!
Instead of taking any responsibility, they just parrot the same line they give everyone on here: "See your dealer" or "Talk to the manufacturer." Let's be clear about the law: all our contracts are with MOTABILITY. They are the "contract holder" They are legally responsible for the vehicle, not the dealer, not the manufacturer.
Furthermore, their customer service actively breaches the Equality Act 2010. They refused legal requests for a reasonable adjustments. They provided a completely unsuitable hire car that couldn't fit our family's wheelchairs, and blanket refused to provide a suitable alternative which directly led to physical injury.
I know there are hundreds of us in this exact position -disabled people are being trapped in dangerous, faulty cars/scooters because Motability refuses to responsibility for their obligations under UK Law. They threaten us with losing our transport altogether or paying to cancel contracts on faulty vehicles that we have ever right to be able to cancel. It’s time we organized. If you are being denied your Right to Reject a faulty vehicle by Motability deflecting their responsibilities, we need to get together and launch a Group Litigation Order (GLO). I urge you all share your experiences on social media, watch dog and the like. Help other disabled people by making sure they understand what it really means to sign a contract with Motability. We need to show the world how Motability really treats their customers. They cannot keep getting away with treating disabled people like this.
Please, if you are considering getting Motability vechicle, I urge you do not fall for their lies. They won't take care of you, they won't help you and they won't even listen to you. Avoid them if you can! Please do not get involved with this company. It will be the biggest mistake you ever make they will treat you abhorrently.
Update: Poor review replied to within 24 hours, complaint letters go unacknowledged and unanswered, despite the fact their own website states:
"Complaint Process and Escalation
Response Time: Motability aims to acknowledge complaints within four working days and provide a final response within eight weeks."
Keeping up appearances matters more than actually helping customers.
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The Motability Scheme is the UK’s leading car scheme for disabled people. We help over 650,000 people across the UK to enjoy everyday freedom, by exchanging their mobility allowance for a brand-new car, Wheelchair Accessible Vehicle (WAV), scooter or powered wheelchair. Find out more www.motability.co.uk
