Motability Opiniões 65

Damning review of RAC breakdown service…

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.

Absolutely shocking. They could not give a monkeys. I have made repeated phone calls to them and constantly interrupted. They aren't interested if you have problems.

On Friday it was suggested that I would be offered £50 per day after my power wheelchair may need serious repairs and I would be left to rely on a taxi. If you need a wheelchair how does a taxi help?
I feel we need better wheelchair services. There is private power wheelchair services. At last they may pick up the needs of those that have fallen off the Motability roundabout.
I still have to pay £80 per week for a failing machine.
So many times my power wheelchair has needed repairs.
Motability contracts are one sided.

Tyrants and bully’s, give you something they say you’re entitled to but then treat you like they own you from there on out.

I been with Motability for 7-9 years and during those years i only had the best customer service.
Great advice, kind staff, great vihecle selection, easy to ensure secondary drivers.
Somebody in reviews mentioned that when they had broken down, they had to wait 12 hours to be recovered.
I broken down twice, and both times i only waited under 2h.
Overall im very surprised with all the negative reviews. Does Scotland have a suppirior service to the rest of UK?

We are with mobility. I have just had the misfortune speaking to one of the rudest customer care representatives.
However reading reviews there seems to be a trend.

Motability agent denied us the right to collect grandchildren, when our daughter can't make it to school.
Apparently that's not what the vehicle is issued to us for.
He actually said " it's not their problem '

Likewise they think it's acceptable for an amputee to crawl or hop from the boot to the drivers seat.

Don't ask for a WAV unless you work, care or volunteer for at least 16hrs a week. You must have the position first, even though you won't have the transport to get there.

Yet the scheme will give a car to a provisional license holder, who can't drive it. Where is the logic ?

Horrible experience, been with Motability for 9 years now, 3 cars all rarely used, only for them to call and remove me as a driver knowing that I am the only one who can drive the car. no warning, no explanation or even a bit empathy, rude staff and unreasonable decisions, that they refuse to explain.
Called multible time and spoke to many of them and they all have no clue, you have to many claims (Not true), You have a fine (That's a new one), you didn't tell us about speeding fine.. and the list goes on and on and not one valid reason given.
on top of that they want me to keep the car even that no one can drive it so they keep collection the money, and when I asked for the policy to be cancelled I was still forced to pay £250 fee, lose on the good condition payment (Should have trashed the car and not made the effort) and still lose the mobility money for another 6 weeks until they get there act together and inform DWP.
the fact that they ignored the whole point about such a organisation that was suppose to help with going around for disabled people and choose to do this in the middle of a school day with no warning is shameful.

Been a customer for 15 years and given them tens of thousands. Decided I would leave the scheme due to their forced EV mandate and terrible selection of wheelchair friendly vehicles and they refused to extend my lease while I awaited my own private purchase of a car (even though I explained it would be 1 month only) Left a full time wheelchair user with no car for a month. I’ve missed dental and crucial hospital appointments. No way of contacting them or complaining other than going through their customer service phone line or painfully slow online chat. I was told “No point escalating to a manager as it won’t make any difference” and “it’s policy”
Not the company it used to be. Too much profit taking and little care for full time wheelchairs - the very people this organisation was created to support!

This organization is the worst con for a century.
They make you feel as though they are there for you, but it's just a mind game, This is to make you feel good and trust them, but in reality, when you analyse everything, you realise it's a big scam.
I took a Toyota car and immediately noted it had a lot of issues. It was not the same as we ordered because it was not meeting the user's needs. It had to be changed. There were issues even with the brakes, the screen going blank, and the navigator would show you were in Belgium. USA, Ireland, etc., while in the UK.
No power point was installed for charging at home to date, 1 year, etc, etc. On contact motability, they said I had to pay to change to another car, and I could not get any help. They were actually siding with the dealer, although the dealer admitted their mistake. The dealer said I had lost the deposit, and Motability would not support our case, even though it was white and black; we were sold the wrong vehicle. Recently, mobility informed us that there were some issues with the car, and we did not need to drive immediately. They set a Tax Cmac account for us to use while waiting for the issues to be sorted by the dealer. When we tried calling the tax, they said they had no such CRN no, and by the time we called Motability, they were closed . We were forced to use borrowed money to go to appointments. When we called the motability the next day, they said they are not going to reimburse the travel expense, although their staff gave us the wrong CRN; they generated another one.
This was the 3 time that we have not been able to use the CRN, and on those other times, we ignored
It was because we had money to pay the tax. This time, the staff kept us online for 1 hr and said that although we were not ready to travel for the appointment, we should have called the CMac, but the text message from Mobility was clear, the account had been sent and was ready to use. The staff was arrogant, rude, unwilling to listen to me, and had already decided that he was the final judge, and I could not speak to anyone else. Why do they decide for their customer, like small children, which tax company to use? What is the relationship, because they are scamming people with this CMAC tax company? How can they say they have confirmed the CRN and then, when a customer calls, CMac can't allocate it? I have listened to a lot of mobility customers who have the same issue: CRN does not know, so they use their money without compensation. Sadly, nobody listens to their concerns about this CMAC tax account or other issues. Who owns CMAC, and how are they related to Motability? Are some people gaining from them? Just like you have to buy items from a certain company for the car adaptation if you need their help.
Some Staff are quite helpful and caring, but the majority are evil, evil because they think the mobility scheme is free, but you are surrendering your benefits.
SAD, SAD, SAD

Received a phone call from my car dealer this morning to say motability was now not allowing you to extend your lease Absolutely furious as it means i will have to again pay upfront for another car Just money grabbing
Am going to cancel

Went everywhere and jumped through all the hoops they asked me too. Going all over Essex and Kent to try all the cars they advised. Taking degrading pictures of getting in & out of cars, to show why they are or aren't suitable. Just need a car with electric seats, heated seats and leg room. Parking assist for getting out of tight spaces, cos some idiots park too close to the car and I can't enter safely. Found a a couple of cars. They gave offered me a grant of £250 and I can only spend 50% on top of that. So £375. I thought I misheard the amount. Basic car, with nothing for my needs. When I tried to explain why I could not accept that amount, I was constantly spoken over. She was not listening and kept repeating the same sentence over and over and over again. I was so close to sounding like I was begging, so I caught myself before I got really upset and just hung up. I don't know who's funding this charity or where the money is going, but it's definitely not for disabled people. I was feeling positive about finally being independent and moving around the world on my own accord, unless my disabilities got in the way. But then BANG! All hope dashed to smithereens. What's the point anymore? Life is sht as it is? Still useless pile of nothing. Thanx 4 nothing Motability Foundation. Corruption at its finest.

MOTABILITY FOUNDATION, the Grant folks.The initial lady who took our details was wonderful, then we got the bad sales people, I was in retail for 30 years I know bad sales people when I meet them, while pushing the idea we should be thankful they are even helping and some irrelevant BS about people on remote islands having to travel miles, their obvious agenda was electric, I assume they have an agreement with vehicle dealerships that they get their money back with interest if they sell electric cars or the ones no one usually wants, immediately it turned to this is what you can have, claiming it suits your needs, I feel sorry for any very elderly or easy going people who end up with an unusable vehicle that takes up a huge chunk of their benefits, despite me stating I don't want electric, we have no charging station, my wife suffers from extreme anxiety and agoraphobia the fear of not knowing exactly how far we can go and for how long it would take, 3 out of the 4 recommended cars were electric, when I pointed out we have no charging point they told us that a local Tesco less than half a mile away has one, so they expected us to get up , drive to Tesco, sit their for 50 minutes for a 80% battery charge before going out, apparently we would have to test drive everyone of their choices before being able to put forward a vehicle we actually felt would be adequate, While they finally agreed an amount they would put forward, you can only add half again to that, for some reason but surely if they agree an amount that would help you get your vehicle, why does it matter to them what vehicle you choose, I feel the statement we are here to help you get what you need, not what you want is code for, we are making back handed money out of this, so do as you are told, I feel it needs serious investigation, The fact that everyone who takes on a motability vehicle commits so much of their money towards it both monthly and in deposits should mean, like in everything else they choose what to spend it on, not these heavy handed mobsters called a foundation, what many people forget that to be a non profit making charity doesn't mean you can't make a lot of money, it just means you cannot show a large bank account, so big wages for the top people, large rented properties and vehicles can cover that up... As I said earlier in my "rant", this foundation requires examination... in the end we cancelled the grant rather than continue testing every vehicle on the planet before getting to one we found practical and usable. avoid if possible..

A lady called Leana Golding today gave me outstanding help on my mobility issue, very helpful and polite and sorted my query in a few minutes, credit to her professionalism

I spoke with a wonderful lady Gabi (from Scotland) who was patient, kind, caring and committed to trying to help me with my very complex situation regarding my 4 month old Peugeot 5008 which had a catastrophic engine situation (parts of the coolant belt bolts came loose, sheered off causing massive tension on the part which was a 1inch thick piece of metal which snapped, flying about my engine at 70mph in the outside lane of the M11 on Friday afternoon!!) Disaster averted because I'm a 40years driving experienced driver and thankfully managed to get my car safely to the hard shoulder. Now I'm fighting with Europe cars for a replacement vehicle and they're dragging their heels. Gabion has been amazing and I just want to say publicly what an absolute Earth Angel she is and thank you 'Scottish' Gabi, you're awesome.

I phoned Motorbility 7th May 2025 regarding my EV Charger no longer working that was fitted by BP PULSE.
After speaking to BP PULSE they were not compliant repairing the portal charger.
I phoned Motorbility and spoke to such a lovely lady named Frances originally from Melbourne Australia.
Could not thank or appreciate this lady enough as she went above and beyond getting me a new charger and also connecting my Motorbility card to my bank. Extremely patient lady and mad me feel very relaxed and confident. Never had any problems with Motorbility always 100% satisfied when needed.

Spoke with Reuben who could not have been more helpful. I needed to get clarification on a repair to my Motability car and Reuben explained the procedure very clearly and was polite, helpful and professional.

it a a scam scheme to make profit of the back of the most vulnerable people in our society

poor service and dont care and rude

MOTOR MOBIlITY... RUN
Never use these useless un helpful and don't care if you are disabled and can't do things.
Mobility won't take responsibility, direct line won't take responsibility and the customer is left to fend for them selfs.
God forbid DONT ever breakdown as 12 hrs later still waiting for recovery and I'm disabled a wheelchair user.
After 2yrs I want to chuck it in but they want £250..
I have an un road worthy car that no one is recovering, autoglass can't fix and now I'm left with a courtesy car .
Had someone take my bumper off had to pay for that as even if your not in the car you still pay.
So took my car sent out a car that was un fit to be on the rd dangerous parts and got taken bk the next day, left with NO car for a week as NO courtesy cars available.
Be aware everything you have to pay for.
Service walk round check anything else i.e wipers, oils, etc you pay for.
Window screen you pay for.
Get a second hand car change the tax over to a disability car so you don't have to pay tax and keep your pip money