Name: Motorway
Address: Motorway, 12-13 Wells Mews, London, United Kingdom
Rating: 4.20

“Absolute farce. £300 less than reserve price and then a guy who had no intention of buying the car eventually turns up (2 days and 3 hours late). claims issues that don't exist so then motorway want me to pay for an extra health check to fix issues that I know are not there. Some people may have had a good experience. my experience is its 10 days of my life and countless phone calls that I am never getting back.”

Helpful Report

Hi Nick, Thank you for taking the time to share your feedback with us. We’re sorry you were disappointed in the performance of your car during the daily sale. Although in most Motorway auctions, offers come out on or above the estimate - in some cases, a vehicle may underperform due to limited interest. Unfortunately on this occasion, your vehicle generated limited interest from our network of buyers during the auction and only received two bids, which were below your agreed reserve price. Following on from the above, we expect buyers to be in contact within two working days from the point that your documentation has been verified, with collection no more than 7 to 10 working days later - we’re pleased to see that these timeframes were adhered to. Unfortunately, if the buyer identifies any issues that were not listed on your selling profile, they may look to cancel the sale or adjust their offer at the point of collection to take this into account, as your offer is based on the accuracy of the information provided and advertised on your profile. In this instance, the buyer identified that there was an issue with the head gasket and also provided photos taken at the point of inspection which evidence their concern and areas of rust which we were not made aware of prior to listing your vehicle. You’re never obligated to accept a lower price of course, as it is a voluntary transaction for all parties throughout, but the vehicle must be as described in order to achieve the agreed price. Again, we’re sorry that you were unhappy with your experience, and we wish you all the best going forward. Hannah Motorway Escalations Team

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Helpful Report

“Complete waste of my time. Wanted to sell a decent vehicle in the price range of £20,000. I was completely mislead and was told payment would be at the time of the sale, but it tanspires the agreement was that the new buyer would take ownership and take away the vehicle and pay within 48 hours. How dodgy is this.”

Helpful Report

Hi Naomi, Thanks for your review and we are sorry you were unhappy with the service provided. Having checked your profile we can see that your buyer was on instant payment terms. Payment would have been made at collection. We are sorry if this was not made clear. Whilst it is regrettable that your experience was not more in line with our usual high standards of customer satisfaction, but we wish you the best going forward. Warm regards Gem Motorway Escalations Team

“They are getting worse nowadays used to be good .. lot of them selling on these site to clear their more damaged car describing it as 1 or 2 panel damage ..when you go there it's lot more damages and motorway don't even care about it ..”

Helpful Report

Hi Chandru, Thanks for your review, we cannot locate a buyer profile in your name and are therefore not able to verify your review. If you do have an account with us, please contact your Dealer Support representative who will be happy to assist you. Warm regards, Gem Motorway Escalations Team

“I gave 1 star because i can`t pick zero stars. If a buyer bids to your car, and you accept it and the buyer never turns up - don`t be surprised! Try as hard as you can to reach them - you won`t make it. (all recorded thankfully) There is nothing to do and it is how it is - motorway way.”

Helpful Report

Hi Dogukan, Thanks for your review. We’re sorry you were unhappy with your experience with the buyer. We expect buyers to be in contact within two working days from the point that your documentation has been verified, with collection no more than 7 to 10 working days later. We have fed this back to the buyer to reiterate our expectations surrounding contact. We spoke to you on the 16/10 to offer you alternative options which you rejected, we also had an agent in our specialist team reach out to you to assist, however you did not respond. We're sorry your experience with Motorway was not more in line with our usual high standards of customer satisfaction, but we thank you for your feedback and we wish you all the best going forward. Kind regards, Gem Motorway Escalations Team

“Terrible company, 4 grand car went for 2.5 at auction we accepted this, took 3 weeks for the dealers to come round, two tyre kickers come round, smoke a cig in the car, take it for a test drive, plug in a computer looking for any faults, cant find anything and still try to knock me down 300 quid. I say no and they leaves waste of time.”

Helpful Report

Hi there, In order to address any issues brought to our attention via negative reviews we always check the email address to locate a sale record. In this instance, we cannot locate a record of sale and are therefore are unable to validate your review as based on a genuine experience, and will be unable to look into this for you in any detail. If you do have any additional feedback and would still like us to investigate this issue for you, then please send an email to reviews@motorway.co.uk otherwise, we wish you all the best going forward. Warm regards, Gem Motorway Escalations Team

“Complete and utter waste of time. At no point during the process do they ask you if you owned the car less than 2 months if you bought from a dealer or privately. No apology for wasting an hour of my time getting my car washed, posting photos and following up on the phone. Just a very incompetent process.”

Helpful Report

Hi Michael, Thanks for your review and we are sorry you were unhappy with the service provided. When you initially profile your vehicle online you are asked if you have owned your vehicle for less than 6 months. If you tick yes, you are then asked if you are able to provide proof of purchase. If you tick no to either of these questions, our app or website will advise you that you cannot continue with the sale. These questions are asked prior to the photo upload section, and before you call in to speak to an agent. When you have owned your vehicle for less than six months, we require a proof of purchase invoice from a dealership to market the vehicle. This is because, within the motor trade, six months is generally considered an unusually short period of time in which to resell a newly acquired vehicle. Unfortunately, vehicles purchased privately or at auction that are resold within six months of purchase carry statistically higher risks of being problematic, and our dealers will not purchase them. We are able to sell vehicles acquired via dealerships due to the higher legal standards and fallbacks governing dealership sales and the quality of vehicles sold. If a vehicle has been in your name for under six months, our online form automatically requires you to explicitly confirm you are able to provide a proof of purchase invoice before allowing you to build a profile or speak to our Sales Team, to avoid wasting your time. We are sorry for any inconvenience this may cause. You are, of course, welcome to return to us once the vehicle has been in your possession for more than six months, and we wish you all the best going forward. Warm regards, Gem Motorway Escalations Team

“Motorway did everything they said they would I sold my car without any issues. very big thanks to all concerned 100% happy. almost £1500. More. than we buy any car.”

Helpful Report

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Helpful Report

“My car had been sold by you 10 days ago i am still waiting for the dealer to pick car up and get payment, i have had to barrow money from my family for my new car , this is not fair”

Helpful Report

Hi there, Thanks for your review and we are sorry you were unhappy with the service provided. Unfortunately we cannot locate an account linked to your email address so are unable to verify your review as based on a genuine experience. In general terms however, we expect vehicles to be collected within 7-10 working days of your documents being approved. Logistical delays do sometimes occur, but we ensure communication around these delays is clear. Whilst it is regrettable that your experience was not more in line with our usual high standards of customer satisfaction, we wish you the best going forward. Warm regards, Gem Motorway Escalations Team

“Motorway" delivers an adrenaline-pumping experience with its high-speed chases and intense action sequences. The plot is gripping, keeping you on the edge of your seat from start to finish. A must-watch for action enthusiasts!”

Helpful Report

“Avoid!! Avoid!! Avoid!! Terrible experience, communication is non existent and you are not offered anywhere near the value of your vehicle.”

Helpful Report

Hi there, Thanks you for your review and we are sorry you were unhappy with your experience. Although in most Motorway sales, offers come out on or above the estimate – in some cases, a vehicle may underperform due to limited interest. Unfortunately, your vehicle generated limited interest from our network of buyers during the sale. You are not obligated to accept an offer, and we can see in this case our team was in touch with you to explain this to you, and you made the decision to cancel. We're sorry your experience with Motorway was not more in line with our usual high standards of customer satisfaction, but we wish you the best going forward. Warm regards, Gem Motorway Escalations Team

“Set up process easy. Cant really understand the call centres. They will tell you there is something wrong with your car and there is not. Time wasters.”

Helpful Report

Hi there, Thanks for your review and we are sorry you were unhappy with the service you received. Motorway is proud to be a multicultural employer operating from offices in Brighton, Durban, London and Cape Town. All of our staff regardless of their location have their calls monitored by our Quality Assurance Team, who ensure our agents are articulate and have the knowledge required to help our sellers both verbally and via email. When you call our Sales Team, we discuss the condition, service history, and spec of your specific vehicle, to ensure our estimate takes this into consideration. This turns your generic valuation, based on industry guide prices, live market data, and our previous sales history, into a bespoke valuation that considers the specificities of your vehicle. In this case, we made deductions for an interior fabric repair, pin point dent on a door, 3 smart repairs and a scratched/peeling steering wheel. This was not done arbitrarily to reduce your price, but to ensure your valuation is an accurate reflection of the offers you are likely to receive. Whilst it is regrettable that your experience was not more in line with our usual high standards of customer satisfaction, we wish you the best going forward. Warm regards, Gem Motorway Escalations Team

“Ineptitude in the extreme . I listed my car about 6 weeks ago and then decided not to accept the offer . I then took my private plate off and put an age appropriate plate on several weeks later and tried to relist , well you would not believe the fiasco that has followed . I can't list the car it just loops around and can't list . Rang about it a least a dozen times and the bottom line is they can't delete the links to the old accounts , I don't know which imbecile wrote the software but they really should be made to try and use it . Pathetic . Date of experience: 20 August 2024”

Helpful Report

Hi There, Thanks for your review, having located your account we are pleased to see you were able to get your vehicle sold. Whilst it is regrettable that your experience was not more in line with our usual high standards of customer satisfaction, we are pleased that you were ultimately able to sell your vehicle, and we wish you all the best going forward. Warm regards, Gem Motorway Escalations Team

“Had a bad experience with motorway after reading a lot of good reviews. Their process was good and the car sold for below the reserve but the price was agreed. The dealer it was sold too were called Cargem who I would avoid at all costs. They gave me a pick up date of two weeks time or I could bring it to them in east London. I opted to take it there where they carried out the inspection. After an hour they reduced the price we agreed by 33% due to a mark on the body which was on the pictures on the site, a knocking noise in the engine which wasn’t audible at the time but was definitely there, some spidering to the paint which you couldn’t see with the naked eye but was definitely there etc…….just a massive waste of time and Cargem reviews, which I wish I had looked at prior to this, had similar themes. Basically make you wait or you travel then tell you that your car is pretty much worthless. I contact motorway to make them aware and they pretty much said nothing but contact them again if I need any help. If I wanted to haggle every detail of the car I would have sold it privately. However I put it on Carwow the next day, sold for exactly the same price. A longer inspection was carried out which found none of the issues that Cargem found. I even brought up the paint and engine and the guy said there was no issues. Got paid there and then as agreed. I would definitely avoid Cargem but honestly motorway not taking it seriously as the people that introduce their customers to the buyer and supporting people potentially getting ripped off is poor. I would use Carwow based on my experience.”

Helpful Report

Hi Peter, Many thanks for your review. We’re sorry to hear that your offer was reduced at the point of inspection. We’re sorry you were disappointed in the performance of your car during the daily sale. Although in most Motorway sales, offers come out on or above the estimate – in some cases, a vehicle may underperform due to limited interest. This was, unfortunately, the case with your vehicle, having only received 2 offers. Having reviewed your email correspondence with our Support Teams, it is clear that you were not provided with the level of service we expect, and we apologise for this. We have fed this back to the agent’s Team Leader for further investigation, and additional training will be provided to ensure our high standards of service are upheld at all times moving forward. We would like to clarify that buyers are never expected to request sellers to deliver the vehicle. Our policy is that the buyer should always collect the vehicle from the seller. I apologize for any inconvenience this may have caused. Unfortunately, if the buyer identifies any issues that were not listed on your selling profile, they may look to cancel the sale or adjust their offer at the point of collection to take this into account, as your offer is based on the accuracy of the information provided and advertised on your profile. In this instance, the buyer provided photos taken at the point of inspection which highlight a rocker gasket issue and paintwork issues to both bumpers and front wing which we were not made aware of prior to listing your vehicle. This is not to say that the buyer’s appraisal was definitive, but being remote from the inspection we need to take the buyers feedback and supporting evidence seriously as, generally speaking, buyers will not pay to collect a vehicle only to back out of an agreed sale without a valid reason. While you advised that the next buyers found no issues with the vehicle during the inspection, dealers are unable to undertake a full and exhaustive mechanical diagnosis on the driveway, and will typically proceed with caution based on any immediately observable issues due to the potential losses involved. We're sorry your experience with Motorway was not more in line with our usual high standards of customer satisfaction, but we’re pleased to hear you have now sold the vehicle via another means, and we wish you all the best going forward. Kind regards, Jason Motorway Escalations Team

“Good experience selling through Motorway. Smooth process and no hassle. The dealer paid almost £3k over the px price I was given but it’s now on sale by them for over £4k the price they gave me! Frankly the car market is a rip off but by using Motorway I don’t feel totally screwed.”

Helpful Report

“Awful experience. Wasted a week after first dealer didn’t contact me. Second dealer asked to test drive the car, which is what motorway said they would do. Drove onto a main road, raced like mad up to 52mph in a 30 limit, followed by an emergency stop. Floored it again up to 48mph in a 30 limit followed by another emergency stop. Car had not even had a chance to ‘warm’ up. Stay clear of motorway and MSP NW ltd Rochdale”

Helpful Report

Hi there, Many thanks for your review. We’re very concerned to hear this. We take accusations such as these very seriously. Motorway investigates and records all claims of misconduct. We also have a robust purchase-monitoring scheme to ensure our dealerships meet the standards we expect of them. We have referred this case to our Dealership Management Team, and we will also be monitoring the buyer’s future purchases for any sign of repeat issues. Rest assured, where dealers have been found to have acted improperly, Motorway will be quick to impose all necessary sanctions, including the imposition of lifetime bans, in order to ensure the best possible experience for our sellers. It is regrettable that your experience was not more in line with our expected customer journey and high standards of customer satisfaction, but we would like to thank you for using Motorway to sell your vehicle and wish you all the best going forward. Kind regards, Jamie Motorway Escalations Team

“As a car dealer, my experience with Motorway Pro has been absolutely disastrous. They have blocked my account and are attempting to corner me into using their Motorway wallet and transport service, despite my clear reservations. A representative named Sam from their customer service team assured me there would be no issues if I purchased cars through their service, yet my experience has been the complete opposite. The last eight to ten cars I received through Motorway Pro have had major issues, including engine and turbo failures. This has resulted in significant financial losses for my business. To make matters worse, Sam, who initially assured me of a smooth process, is now ignoring my emails and providing no support whatsoever. Motorway Pro's practices are unethical and their customer service is appalling. I urge other car dealers to stay far away from this company. They have caused me nothing but headaches and substantial monetary loss. Do not trust their promises or their service. DO NOT TRUST THEM AS A DEALER AND THEY HAVE GOT TOO BIG FOR THIER BOOTS AND ARE ALLOWING DEALERS TO FOOT THE LOSSES AS THEIR SELLING REVIEWS ARE SO BAD FROM CONSUMERS THAT HAVE APPLIED PRESSURE TO THE DEALERS WHICH IS TOTALLY UNFAIR THEY WILL NO DOUBT WRITE A REPLY TO THIS EMAIL SAYING "WE HAVE FORWARDED IT TO THE RELEVANT DEPARTMENT" WHAT A LOAD OF OLD PASSING THE BUCK I WILL BE SETTING UP A PETITION WITH DEALERS TO HAVE THEM STRUCK OFF AND MENTION THIS IN ALL THE CAR FORUMS INCLUDING CAR DEALER MAGAZINE”

Helpful Report

Hi there, Thank you for your review, we're sorry to hear that you have had a negative experience when purchasing vehicles through Motorway. A member of our Dealership team has reached out to you directly to discuss this further. Kind regards, Dealership Management Team

“As a car dealer, my experience with Motorway Pro has been absolutely disastrous. They have blocked my account and are attempting to corner me into using their Motorway wallet and transport service, despite my clear reservations. A representative named Sam from their customer service team assured me there would be no issues if I purchased cars through their service, yet my experience has been the complete opposite. The last eight to ten cars I received through Motorway Pro have had major issues, including engine and turbo failures. This has resulted in significant financial losses for my business. To make matters worse, Sam, who initially assured me of a smooth process, is now ignoring my emails and providing no support whatsoever. Motorway Pro's practices are unethical and their customer service is appalling. I urge other car dealers to stay far away from this company. They have caused me nothing but headaches and substantial monetary loss. Do not trust their promises or their service. DO NOT TRUST THEM AS A DEALER AND THEY HAVE GOT TOO BIG FOR THIER BOOTS AND ARE ALLOWING DEALERS TO FOOT THE LOSSES AS THEIR SELLING REVIEWS ARE SO BAD FROM CONSUMERS THAT HAVE APPLIED PRESSURE TO THE DEALERS WHICH IS TOTALLY UNFAIR THEY WILL NO DOUBT WRITE A REPLY TO THIS EMAIL SAYING "WE HAVE FORWARDED IT TO THE RELEVANT DEPARTMENT" WHAT A LOAD OF OLD PASSING THE BUCK I WILL BE SETTING UP A PETITION WITH DEALERS TO HAVE THEM STRUCK OFF AND MENTION THIS IN ALL THE CAR FORUMS INCLUDING CAR DEALER MAGAZINE”

Helpful Report

Hi there, Thank you for your review, we're sorry to hear that you have had a negative experience when purchasing vehicles through Motorway. A member of our Dealership team has reached out to you directly to discuss this further. Kind regards, Dealership Management Team

“Put our LandRover Discovery Sport on sale with Motorway — the set up was easy. The sale price at the auction seemed to be an ok price — when a staff member of CSM prep centre checked the car over use a special plug in computer. He came up with 3 fault codes. One about one heater plug not working and very minor ones he cleared using the computer — then he looked around the car saying that a light was cracked. But that was shown on the initial photos — and said he thought he could hear timing chain noise. The engine sounded exactly the same as it always had — we had always done more oil changes and services more frequently. - so the garage we used said that there was nothing at all to worry about all — considering this is an auction site. To the drop the offer price by over £1500 seemed to me that Csm prep centre were trying it on When Motorway said that car was sold and that the firm that bought it would be in touch. They didn’t — then once I chased them. They messed me about with the collection date — there representative was very polite — but whoever it is that makes the decision on an offer at cam prep centre seems to think people may be desperate to sell and hence. — tried to offer a price way below their bid. — I then put the car on Autotrader — at a sensible price and it sold easily with no hassle Personally. I think motorway saying it’s an auction then unless the car is so different to advertised then the bidder should be held responsible. — Not a good experience at all. Not like they say on Tv”

Helpful Report

Hello there, Thanks for your review. Sorry that you were unhappy with your experience, we are currently looking into this for you and will respond shortly. If you would like to discuss this in the meantime or provide further information, please contact us on 020 3988 3388 or via reviews@motorway.co.uk. Kind regards, Jason Motorway Escalations Team

Hi Les, Many thanks for your review. We’re sorry to hear you were unhappy with your experience. Unfortunately, if the buyer identifies any issues that were not listed on your selling profile, they may look to cancel the sale or adjust their offer at the point of collection to take this into account, as your offer is based on the accuracy of the information provided and advertised on your profile. Whilst we do of course appreciate that you will have submitted all of the required photos requested by our sales team, there can often be other issues, either known to you as the seller or otherwise, that may not be easily distinguishable in the photos alone. In this instance, the buyer identified problems with the vehicle at the point of inspection which highlight a rattling engine noise, a glow plug warning on the diagnostic device and a broken rear light which we were not made aware of prior to listing your vehicle. You mentioned that the broken light was shown in the photos you uploaded but unfortunately, it was not specifically mentioned by you when you created your profile or spoke to our Sales Team. You’re never obligated to accept a lower price, as it is a voluntary transaction for all parties throughout, but the vehicle must be as described in order to achieve the agreed price. It is regrettable that you found the buyer's communication regarding your vehicle collection to be poor. We usually expect buyers to be in contact within two working days from the point that your documentation has been verified, with collection no more than 7 to 10 working days later. We apologise if this was not the case and for any inconvenience that may have been caused as a result. We're sorry your experience with Motorway was not more in line with our usual high standards of customer satisfaction, but we’re pleased to hear you have now sold the vehicle via another means, and we wish you all the best going forward Kind regards, Jason Motorway Escalations Team

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 83%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.7 out of 5

Motorway Reviews