Motability Scheme at Vertu Volkswagen Nottingham South

Dear Sir or Madam,

I am writing to make a formal complaint regarding my recent appointment at Vertu Volkswagen concerning my Motability vehicle, due to the significant distress, inconvenience, and disruption caused by poor communication and handling of my booking.

When I initially booked the appointment, I explained very clearly that I live approximately 50 minutes away from the dealership and therefore always request a “stay and wait” appointment. I also made it clear that I have school runs to do and must be home in time to collect my son by 3:00pm. During this booking call, I specifically raised concerns about bald tyres and an alert on the vehicle advising to check the brake pads. I was subsequently booked in for a two-hour stay and wait appointment at 11:00am.

On the day of the appointment, I arrived early at 10:40am and waited nearby. Expecting the work to be completed within the agreed timeframe, I returned to the garage at approximately 1:10pm. At 1:15pm, I received a phone call advising that my vehicle had only just been looked at and that it required new tyres and brake pads, and that authorisation was being requested from Motability.

During this call, I reiterated that I needed to leave by 2:10pm to collect my son from school. I was then told that due to the condition of the tyres, I would not be allowed to take my car, yet there was no courtesy car available for me. This was extremely concerning, given that the tyre and brake issues had been clearly communicated at the time of booking and were the reason for the appointment being made.

When I went into the dealership at 2:00pm, I was informed that they were still awaiting approval from Motability and that I would need to arrange alternative school collection. I explained that this was not possible and that failure to collect my son would result in serious consequences, including the school contacting the authorities. The situation caused me significant distress and anxiety.

Only after becoming visibly upset was I then allowed to take my car and advised to visit Quick Fit for the tyres instead. Although I managed to collect my son, I was late and extremely distressed. I arranged an urgent appointment with Quick Fit for the following day as a result.

At approximately 4:00pm, after finally returning home, I then received a call from the dealership advising that a courtesy car had suddenly become available and asking me to drive back immediately. Given the distance involved and rush hour traffic, this was completely unrealistic, especially so close to closing time.

As a result, I have now been booked in again for brake work on Monday, once more being advised it may take up to two hours. I have also had to retain the Quick Fit appointment due to the lack of confidence in how this situation was handled.

I am disabled, and the stress and anxiety caused by this entire experience has significantly aggravated my condition. This situation could have been entirely avoided had my concerns been listened to and appropriate planning been carried out at the time of booking.

I would like a formal response explaining:

- Why my vehicle was not assessed within the agreed stay and wait timeframe
- Why known safety issues raised at booking were not anticipated
- Why no contingency plan or courtesy vehicle was arranged in advance
- What steps will be taken to ensure this does not happen again to Motability customers

I expect this complaint to be taken seriously, given the duty of care owed to disabled customers relying on their Motability vehicles.

She was amazing from start to finish. She helped with everything we asked and took the time to explain everything. Megan is a very valuable member of staff xx

Megan, the Motability specialist, was an absolute delight. She was knowledgeable, friendly, yet professional at the same time.
This was our first time of taking advantage of the scheme and she made the whole process very easy. Thank you.

Absolutely lovely lady, everything was explained as it should be. Made us feel at ease. Highly recommend Megan

The lady who delt with everything was amazing

Paul was super helpful ...he helped us understand the process as this was the first time getting mobility car excellent experience 👌 many thanks Paul

One of the best really looked after me unbelievable showed me everything won’t go anywhere else again top class

Ryan was brilliant.. right from first contact to handover.. Phone me to update when he said he would. Top guy

Very professional im 100% satisfied

Very good service from Paul at VW nottingham South

Excellent customer service and a smooth handover

Very easy

Initially they were very good however when my car said oil change this year it was never done as they just tipped it up and reset it

Very nice gentleman explained everything very well

Paul Boyd was at all times very helpful, customer focused, anything requested was not a problem and good knowledge of the car, controls and the motability scheme. A credit to the dealership.

Unprofessional, staff members giving conflicting information, constant harassment via phone and text, rude staff.

Great service and very nice staff

Was great

Great service from Megan!

Extremely efficient