Car taking forever to get fixed!

Rosehip73
Rosehip73 Online Community Member Posts: 10 Listener

My sons car went into The Ford Dealer on 10th April for its last MOT before getting his new one, it passed but died on the journey home!
It took the engineers 10days to diagnose it needed a new engine, then there was a wait of several weeks for a decision as to who was going to pay for it. It had only done 24,000 miles, so the dealer tried with Ford to get money off as this shouldn’t have happened, and Motability didn’t want to foot the total bill! Eventually a engine block was ordered, and put in, but the car still wouldn't work, so a new fuel tank and system was then diagnosed and ordered, but we are still waiting for the car to be repaired! In the meantime, my son has no car, Motability initially offered to pay for taxis but at £500 a week, and no resolve in sight, an operations manager was assigned to us. They tried to get an adapted hire car, but of the fleet of 1,400 cars only 4 had the right adaptions and they were all out on hire! Eventually, they did find one after several weeks, and although like all of the cars on the fleet, it had no electric seats or boot , we were desperate, so we said we’d give it a try! It arrived, but my son who is 5 ft 11 could barely get in it, but once in, couldn’t get the seat far back enough to get his wheelchair between himself and the steering wheel! It was sent back!

The money is fast running out on the taxi account and it needs the time period extending! In the meantime, the next car was due to be here end of May, they are now saying September, and as my son works in a school, he has 6 weeks summer holiday looming, with no transport!
I feel helpless and very frustrated!
Have other people had as long a wait to get their motability cars fixed!

Comments

  • OverlyAnxious
    OverlyAnxious Online Community Member Posts: 3,643 Championing

    This is a dealer/manufacturer issue unfortunately, not Motability's fault.

    Sadly it's not uncommon. Can I ask if it was a 1.0 EcoBoost or 2.0 EcoBlue engine? Ford reliability is not good nowadays. What's the new one going to be?

  • poppy123456
    poppy123456 Online Community Member Posts: 64,446 Championing

    I"m not really sure what you can do here, if there's no adapted vehicles available. Hopefully the new vehicle will be ready before September.

  • Rosehip73
    Rosehip73 Online Community Member Posts: 10 Listener

    No, the car was a 1.5 Diesel estate.

    Yes, you are right, its not Motabilitys fault, the dealer seems very lax, didnt keep us updated initially and didn't seem to think of prioritising a disabled customers vehicle!
    Let’s hope we have more luck with the new Hyundai Kona 1.0 Petrol!

  • Jimm_Scope
    Jimm_Scope Posts: 5,717 Scope Online Community Specialist

    I can imagine the frustration with all this. Surely Motability must be frustrated too with everything taking so long to resolve? I'd hope they use someone else next time!

    I hope your newer car proves alright!

  • MW123
    MW123 Scope Member Posts: 908 Championing

    @Rosehip73

    Under the Motability Scheme, you and your son should not be burdened with the technical and financial issues arising from the vehicle's malfunction. The scheme is designed to provide a worry-free lease package, which includes maintenance and repairs. Given the vehicle's low mileage of 24,000 miles, the issues identified, such as the need for a new engine, fall within the scope of service that the Motability Scheme is expected to manage.

    When engineers took 10 days to diagnose the need for a new engine, and further delays occurred as the dealership and Motability deliberated over payment responsibilities, these delays were part of the service responsibilities of the scheme. The subsequent process of ordering and installing a new engine block, and diagnosing and ordering a new fuel tank and system, are also under the purview of the Motability Scheme. During these repairs, providing alternative transportation is their responsibility. Although Motability initially covered taxi fares, the high weekly costs and the ongoing nature of the issue necessitated the involvement of an operations manager.

    The difficulty in locating an adapted hire car due to a lack of available vehicles with the right adaptations within the fleet is also a matter for Motability to address. When a vehicle was eventually sourced, its unsuitability (lacking electric seats, a boot, and adequate space for your son's height and wheelchair) should be resolved by Motability to ensure that your son has access to a vehicle that meets his needs.

    None of these complications should be your concern to resolve. The Motability Scheme is responsible for ensuring that your son has continuous access to a vehicle that suits his requirements. They should address all related issues, including vehicle suitability and repair, without causing undue inconvenience or expense to your son.

  • OverlyAnxious
    OverlyAnxious Online Community Member Posts: 3,643 Championing

    Ah ok, we are starting to see issues with those now as well but nowhere near as many so far, that is unlucky. Despite not having wetbelts like the other engines I mentioned, they have a small timing chain at the top of the engine that breaks instead. There is a thicker chain available as an upgrade now.

    I don't think the dealerships can prioritise disabled customers over others that are already booked in as that could be seen as discrimination. Modern cars are so unreliable now that every dealer seems to be booked up for several weeks in advance! Though really you should have been offered a suitable hire car straight away.

    I don't know anything about the Hyundai 1.0 I'm afraid. I've seen plenty of positive reviews about the electric Kona though, so hopefully the petrol versions are as good. 🙂