Motability Scheme  Anmeldelser 1.006

Drive smart (black box, not a smart choice) is a humiliating restriction being imposed on "ALL NEW MOTABILITY" lease drivers and has made the scheme a complete embarrassment to be anything to do with ... "Rule this, log on that, red flag this, you'll lose your car if you do this, you can't drive for that long, at that time, no more than 6 journeys a day!" ... i don't think so, you're mad! ... there are many, many other vehicle options out there ... "MOTABILITY ISN'T A SENSIBLE VALID UK OPTION ANYMORE!" ... If it was a blanket rule for EVERY motabiliy car it might be slightly easier to swallow, but it's not! ... existing customers are exempted and new customers are penalised with silly "black box rules" like a child ... It's big brother trying control your life & corporate greed over customer needs ... they should lease disabled people their car in good faith, like any normal lease company does, or not at all ...

Horrendous experience. Patronising rude staff who talk over you, give you duff advice and can't wait to hang up on you in the name of zero tolerance when you have the audacity to be annoyed. Spent most of the afternoon on the phone to them and turns out, surprise surprise, that they didn't give me the full information I needed to begin with. The RAC option is an AI operated nightmare as well which doesn't actually give you the option to speak to a person first if your situation isn't straightforward. Their service levels have certainly plummeted in line with their substantial financial losses it would appear. But hey, I guess the disabled folk should just shut up and be grateful right 🙄

This is the feedback I sent motability, I have previously sent them evidence of my husbands health. They have really screwed us over.

We've had no choice but to leave Motability. Because we need to travel for cancer treatment from Cornwall to Manchester at least once a month, we use a lot of miles. Although I am greatful that (after having to contact the CEO) the excess mileage charge was revoked, it's been clearly stated that this wont happen again. Charging us excess mileage charge put us further into debt and we simply cannot afford that to happen. The only way we could get a car in previous years was through Motability. When I spoke to the accounts manager he made a point of saying "You get a new car for £320 a month." But we didn't want a new car, we needed to get to cancer treatment. Edward has had cancer since he was 17 and it's been relentless in relapsing. He hasn't been able to save money because of extra expenses and has relied on benefits due to poor health. He couldn't finance a car and was declined. Because of the black box being introduced recently and the rule of only being able to drive for one hour at a time, 6 times a day; we would be flagged as a bad driver just getting to and from Manchester for life saving cancer treatment. Then we read you are giving gift cards as incentives! How about putting that money towards helping your most vulnerable clients instead of forcing them into debt. Like your account manager said, "We need to make money from somewhere." We tried again recently to privately finance a second hand car and after telling them our situation, after first declining us, they accepted. I'm so glad someone has compassion. This is going to affect us financially, waiting 6 weeks for PIP to back date the payments, but it won't be as devastating as the charges Motability will give us. You were a fantastic company up until recently. I am so sad how you've changed. I've been considering going to the media about this, because surely you can't legally say you're helping disabled people get mobile when we feel we have no option but to leave. Do better, greed has got this once wonderful company. What a shame.

You could be dead by the time it takes this lot to answer the phone!!
Also remove cars from the scheme on a whim, so why the hell do they ask you to do your research in advance before ordering???

I had quite a few issues that I needed help with. I spoke to Andrew on the web chat and I couldn’t ask for a better person to help with my issues. I would highly recommend using web chat as all of your queries and worries are addressed in a kind and considerate manner. I was put at ease and the gentleman went out of his way to help me today. Very happy customer

Absolutely dreadful and cold people I had a car and halfway through lease direct line cancelled because of a few claims .Neither motability or direct line listened or offered alternative help had to force motability to end lease yet they blame me for breaking it run far away from Direct Line and Motability.They tried to make me keep a car of no use to me.All that money down the drain.

I completed my registration for motability yesterday, but I haven’t been to look for a lease car as yet.

The new 10k rules means people will no longer be able to use their cars for work or holiday. Absolutely awful treatment. All while the CEO walks away with a massive amount of money. This car will be my last with motability. I have joined the legal challenge as it is totally discrimination.

Ive hated my car since day one, scalded several times, because the cup holder is useless and entertainment problems, key fob problems which Skoda swears they fixed, 2 minutes out of the showroom its acting up again, we even got locked out of the car a few times. When you go to a big dealer and say can you sort this and they say they can't possibly they haven't got a key to the cupboard. I told motability enough is enough but Motability just wanted me to pay to send it back, and I couldn't afford to. My tyres where all cracked on the tyre wall, motability refused to let Quick fit change them, this happened 3 times. A stroke of luck happened when we got a puncture, they couldn't repair it and 4th time the tyre got replaced. Today my Hubby decided to take on the lease and choose his new car, he was told by the grants team you can't have anything you want, as we couldn't afford the upfront for the car that would be ideal, she said go for a no upfront car, suggesting a mini, when we have 3 dogs a walker and a scooter, none of the no upfront cars where suitable. The grant department where not sympathetic the woman was saying go for an electric car, there is a load been put on with no upfront, I told her I can't charge it, I don't have a drive, my house is on a public walkway, and its three times more expensive to charge at a supermarket. Im done with motability, sick of arguing with them, can't wait to hand the car back and be done with it.

I spoke to Charlie today and I was absolutely amazed by his customer service. I was having an ongoing issue for months that he was able to sort out in ONE phone call. He was sincere and genuinely cared for my concerns, I honestly appreciated the help so much. I hope his team and manager realise what a valuable team member they have and give him a fat raise! Thank you so much Charlie

I’d like to provide a candid review…
I’d like to provide a candid review regarding our experience with the RAC breakdown service, as provided through our Motability contract. Having been a Motability customer for many years—albeit intermittently—I can confidently say that the service received on this and previous occasions was disappointing and a far cry from the high standards we previously experienced with the AA.

It's evident that Motability’s recent cost-cutting measures, particularly in appointing RAC as the provider, have resulted in a noticeable decline in service quality. The process is frustratingly slow, updates were lacking, and the overall support felt insufficient compared to what we were accustomed to in the past. This is regrettable, especially for customers who rely on these services for essential mobility.

I hope you take this feedback seriously, as it’s intended to highlight the gap between customer expectations and the reality of the current service. I urge you to consider the impact these changes have had on Motability customers and seriously consider the “benefits and value” in taking out a lease contract particularly in light of the drastic curtailment(s) introduced by Motability following the current governments dictate.

The current offering is simply nowhere near where it used to be and is another significant nail in the coffin of the sinking Motability scheme.

I needed to change my email address but for someone that is computer minded it was made easy and all sorted in minutes and very helpful person thank you for your help

useless service I’m taking them to court for the anxiety and depression they have put me through

With two severely disabled daughters our family has used the motability scheme for many years and found it very good. However, having just changed our car on the lease, now, because my son is under 30, both he and I, as drivers are required to install a Drive Smart app (despite both driving safely and without collision for many years!). The drive smart app has been downloaded but will not work; I am receiving regular emails to remind me that the insurance policy will be void by day 10, and the vehicle lease may be withdrawn (anxiety inducing!) because the monitoring device has not been installe; and it is impossible to get through to customer service to get help: no call back on first request and no answer after waiting on the line 38 minutes this morning. I have now completed an online complaint and requested help. Customer service for an app that I’d rather not have (and in fact was never advised I would have to install when I paid the deposit and took out the lease) is a total farce! Let’s see if a human being actually gets in touch to fix this mess.

Update 12.06pm 8/4. Still no response from Motability so called and requested a call back again this morning. Also thought I might call customer service and select an option other than ‘drive smart’ to see if that got me through to a human. It did! However all she could do was try to put me through to the drive smart team. That resulted in a recorded voice saying they had a record I had requested a call back and they would be in touch! The deadline for installing is today. I give up!

1pm. Got a call back and issue (the central system had incorrect phone number!) was resolved. Set up was straight forward.

Absolutely appalling service, making Disabled customers jump through hoops, adding to their anxiety and stress.

I've been a customer for many many years. Over the last year the changes made to the scheme seem to be at the detriment of the very people its designed to help. Just a reminder, this is a paid for service, every customer of motability pays for their vehicle. The withdrawal of 'higher' end vehicles, to be followed by halving the mileage and now the addition of black boxes. All designed to target disabled people and cause significant anxiety and distress. From forums that I am on, the mass exodus of customers might be the downfall of motability. Many customers will choose not to renew contracts and take business elsewhere.

Absolutely terrible since the recent changes. Governing customers and drivers claiming they are reducing costs for members of the scheme yet this is obviously the absolute opposite. The amount of issues we’ve experienced with the “drive smart” black box is insane. Misjudging our journeys and making false scores. Feeling anxious and worried we’ll have the only method of transport we have stripped from us. It’s a horrible way to live. Do better motability. Remove these black boxes.

With the change in mileage allowance. Plus the lowering of tyre usage. These actions are purely profit driven and nothing to do with the Budget. Motability customers need the assess their position.
There is justifiable reason to halve mileage allowance. Or lowering the tyre usage with increased road problems like potholes.
Motability ignore all communications regarding customers feelings on this.
My advice is to look around for alternate leasing. If you have to use Motability. Use the allotted tyre usage. If more are needed then shop around for a cheaper fitter. The 3 year mileage allowance is the lowest I've known it. with little or no regard for the disabled customers Motability is supposed to serve.
This is after a multi thousand pound salary increase for Motability's CEO.

This smartdrive is impossible for disabled drivers. Getting recorded for speeding when I’m not, the road is a 40 and I’m getting called up on it for doing 37! Getting marked down for using a fuel app that’s designed for disabled people and sat in the car with engine on whilst at the cemetery as it’s winter and freezing cold. I’m disabled and heat helps reduce pain so I like to visit loved ones from the comfort of my car that beat in mind I pay for out of my disability money every month! If I could upload photos I would!

The original dealership went out of business. This Motability has not resolved. The same answer is returned time and time again. If I was to stop paying that would cause issues.