Name: Motorway
Address: Motorway, 12-13 Wells Mews, London, United Kingdom
Rating: 4.25

“Not a great experience. Buyers/dealers can bid for your car and string you along and not pick it up. Leaving you high and dry. Motorway stated car was originally sold for £3,285, Two weeks past with little to no contact from the Dealer. Motorway solution was to re-bid car, but this time came in well under previous price at £2,858, Motorways explanation was because "It's now into the next month". No advise was given by Motorway that if I decide to re-bid and reject the new offer I can't then relist for another 30days. The whole process feels very one sided and exploits vulnerable drivers wanting to sell their car with no accountability to the dealers that bid.”

Helpful Report

Hi Jamie, Thanks for your review and we are sorry you were unhappy with your experience. 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 apologise that wasn't the case for you. 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. This case was referred to our Dealership Management Team for further investigation. Where any concerning or corroborating patterns emerge that do not meet our standards, any buyer’s position on the platform may be reviewed immediately. 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 your feedback and wish you all the best going forward. Warm regards Gem Sales Support Escalations Team

“Not the best experience. Firstly over the phone they said that I did not have full service history because it was not serviced during COVID. Which was not possible. I was told this is the Motorway policy. Yet I see my old car been sold and advertised as having full service history. 2nd I noted that 1 rim had a mark. She then turned around and said all of them have marks. Which was impossible because I just had one of them repaired. Bidding price was £2700, they then came to look at the car and tried to offer me lower than the Motorway guide price of £2425.00. Then to find the vehicle is been sold for £4100.”

Helpful Report

Hi Ray, Thanks for your review and we are sorry you are unhappy. MOT and Service centres remained open during the pandemic and therefore it was possible to have your vehicle serviced as per the manufacturer's requirements. If you did not get your vehicle Serviced during this time, then your vehicle is listed as having partial Service History. You contacted us on the 24/11 to advise that you did not want to accept your offer from Motorway and advised us you would be trading your car in. Your vehicle sale was cancelled as requested. You then contacted us again on the 29/11 to advise you had sold your vehicle, however, you did not make us aware prior to this that you wanted to go ahead with the offer and it appears you arranged the sale outside of Motorway. As this was arranged with the buyer directly, we would suggest you direct any grievances you have, towards the buyer as your sale was and remains cancelled with us. We note on your Trustpilot contact information that you do not wish to be cancelled via telephone, please do feel free to email us at reviews@motorway.co.uk Warm regards Gem Sales Support Escalations Team

“Terrible experience with this company. I suggest you stay well clear of them. After listing my car through them I was told it has been ‘sold’ for £6,450. I then had to upload various documents. I was then contacted by the buyer who said it was a mistake and the price needs to be nearly £1,000 less. It felt like the whole process was a scam to get the car cheap. Clearly I refused to sell. However, I’m sure they must be taking advantage of vulnerable sellers if they are doing this with sellers. I complained to Motorway who said they would look into the mater. That was 3 weeks ago. You guessed it, they never bothered calling me back. I would say be very careful of this company as to me the whole process feels like one big scam.”

Helpful Report

Hi Saj, Thanks for your review, we’re sorry you were unhappy with your experience. We’re looking into this and will respond shortly. If you would like to provide any additional feedback in the meantime, please contact reviews@motorway.co.uk. Kind regards, Tyler Sales Support Escalations Team

Hi Saj, Thanks for your review and for taking the time to provide us with your feedback, we're sorry to hear you've had a negative experience. Upon review of your communications with us, it is evident that you have not been provided with the level of service that we expect from our agents, we can also see that your request to raise a formal complaint was not correctly escalated to the appropriate team, we appreciated how frustrating this will have been and we sincerely apologise for any inconvenience caused to you as a result. Please rest assured that we have passed your feedback on to the relevant departments and the agents in question will be provided with the necessary coaching and training in order to bridge any knowledge gaps so that we can ensure they are better equipped to provide the level of service we expect for future customers moving forward. With regards to the buyer, in this instance their behaviour was not in line with Motorway expectations, we do not tolerate any conduct by our dealership partners which brings our own name into disrepute and we have referred this case to our Dealership Management team who will be closely reviewing the buyer’s previous and future purchases for any sign of repeat issues. Where dealers have been found to have acted improperly in the past, Motorway have always been quick to impose any and all necessary sanctions, including the imposition of lifetime bans, to maintain the integrity of our marketplace and ensure the best possible experience for our sellers, for this reason, we would like to thank you for bringing this matter to our attention. Despite the issues you have faced, we are pleased to confirm that after speaking with you directly to discuss this matter in more detail we have now arranged for your vehicle to be relisted into a new sale. If you experience any further issues or you have any queries related to your ongoing sale then please do not hesitate to reach out to us and we will be more than happy to assist you. Kind regards, Sam Sales Support Escalations Team

“Dealers can pull out of agreed sale without notice leaving you high and dry. They will try and knock you down from agreed price with ridiculous offers. I found the whole experience very stressful and won’t use this service again. Very poor communication from them as well.”

Helpful Report

Hello there, Thanks for your review Vehicle condition can vary widely within the same age and mileage ranges for any given vehicle, so we make clear during our sales process that any imperfections – even those you may consider to be general wear and tear – must be declared. Unfortunately, if the buyer identifies any issues that weren’t listed on the profile, they may look to adjust their offer at the point of collection to take this into account – as your offer is based on the accuracy of the info provided and advertised on your profile. You’re never obligated to accept a lower offer, but the vehicle must be as described in order to achieve the agreed price. Although we are unable to identify your records using the information provided here, we would like to look in to this further for you. Please email us at reviews@motorway.co.uk with your vehicle registration. Warm regards Gem Sales Support Escalations Team

“Worst service providers to dealers. DEALERS BE WARNED ! Your business or any loyalty to this company means nothing. Literally they will cut you off and not get back to you. After spending £50,000 in fees and turning over 1.5 million through them in a few months they closed our account without any reason other than the fact their platform has many issues. We went all over the country trying to collect stock which turns out to be misdescribed leaving us with huge transport costs. Sam “a senior accounts investigator” literally blocked us with no warning. Got a call from Luca who wanted some information about an issue they had and wasted 1 hour on the phone call with not even a courtesy call back. Waited since Friday and sent a email today to follow up. With a email to say Jon is out the office this week. Called the number he provided for Becky who was covering which doesn’t goes straight to voicemail. Do not leave your current stock provided for this company. We will be sharing our experience with our partner companies and making sure no purchases are made until they call back. Cannot believe the level of incompetence from a relatively new platform. Rather that work with dealers they harm the business by blocking your account. Leaving you no records for vat and tax returns. We will be notifying regulating bodies and the ombudsman as they have blocked us from being able to paper trail our accounts. Shame the service and customer service is so poor.”

Helpful Report

Hi there, Thank you for taking the time to provide us with your feedback, we're sorry to hear you are unhappy with our service. Please rest assured that we have reached out to the relevant team who have confirmed that someone will be in contact with you shortly to discuss this matter in more detail. Kind regards, Arzumand Sales Support Escalations Team

“Sold my wife's car with them. Sent the specified photos, sent a couple of documents, they immediately put it out to dealers to bid on, and ended up with a decent price. Significantly more than dealer would give me on trade-in and actually a bit more than the minimum I thought I'd get with the hassle of a private sale. The pick-up from the actual buyer was also straightforward, with no haggling off the promised price, although I guess that will be dependent on which dealer bought it.”

Helpful Report

“I was scammed a huge sum of money and decided to contact a recovery company via their email address: harperjamesplatform g mail com they help me recover all my lost funds and profits. They are very honest and reliable with great support to answer your questions 24/7 service. They have good reviews online and they are the best ...if you need help with funds recovery you can always get in touch by mail and they can direct you to their recovery website. Everything about them is legit, their English is good ,I highly recommend them due to my experience and have finally got my $82,350 back. I'm so happy.”

Helpful Report

“Please do not waste weeks of times trying to sell a car through them. Every picture is wrong, every document uploaded is wrong. The website will tell you the picture or documents are OK and even the person you call will tell you they are OK..then an hour later you will be notified that the picture or documents are not OK...2 weeks ..2 long drawn out weeks of constant calls, uploading the same picture and documents...absolutely a complete wate of time. AVOID AVOID AVOID”

Helpful Report

Hi there, Thanks for your review and for taking the time to provide us with your feedback, we apologise if you have had a negative experience. Having reviewed your correspondence with us it is clear we fell short on providing you with the high level of customer service our sellers usually enjoy and expect. Although we did make it clear during your qualifying call that documents would be requested once your vehicle had sold, we can see that you uploaded these early and were under the impression they had been checked and were fine. Once the document process started after the sale, you were not sure why we were requesting additional documents as you had already uploaded them. The reason Motorway requests documents as opposed to leaving things to the buyers, is to evidence that we have done our due diligence when it comes to ensuring vehicles are not being sold without legally appropriate permissions and to prevent contact delays with dealers who purchase large volumes of vehicles. This ensures we are not facilitating illegal or nefarious contracts of sale via our marketplace. We're sorry your experience with Motorway was not more in line with our usual high standards of customer satisfaction, we did try to call in order to explain exactly what we need but were unable to get through. Please do email us at reviews@motorway.co.uk if you would like us to assist you. Warm regards Gem Sales Support Escalations Team

“Motorway are the best by far, sold my car very quick and kept me informed of everything , very polite and professional .”

Helpful Report

“I recently had a disappointing experience while trying to sell my car through Motorway. Here's a summarized account of the events: 1. I listed my car for sale on Motorway. 2. I was offered a satisfactory deal, which I accepted. 3. The dealer, AZI Motors LTD from Wales, and I agreed on a 2pm pickup. 4. I received a missed call from the dealer at 12:30pm and returned the call at 1:30pm. 5. The dealer informed me that the transport they arranged arrived early and left without the car, holding me responsible. Consequently, he sought to renegotiate at a significantly reduced price. 6. I spent the next 30 minutes on the phone with the dealer who was insistent on haggling for a lower price, despite me not being at fault. In conclusion, I suspect that the dealer never actually dispatched the transport and was attempting to secure a better deal by renegotiating outside the price agreed upon with Motorway. It's concerning that Motorway, serving as an intermediary, allows such negative experiences to occur. Instead of facilitating a smooth transaction, I ended up wasting half a day, awaiting a resolution from Motorway's team. This entire process turned out to be more time-consuming than listing on platforms like Auto Trader.”

Helpful Report

Hi there, Thank you for your review. We're sorry to hear about your experience during your collection. Having spoken to your buyer, we can confirm that they were attempting to contact you at 12:30 p.m. to inform you that their drivers had arrived. When they couldn't get in touch with you, they raised an urgent ticket with us and one of our Sales Support agents attempted to call you twice but was also unable to get through. Unfortunately, due to this, the collection was cancelled. We have contacted the buyer and reiterated the importance of clear communication and arriving at the specified time of collection. We have also asked our Dealership Management Team to spot check their previous purchases and monitor any future purchase for signs of repeat issues. Where any concerning or corroborating patterns emerge that do not meet our standards, any buyer’s position on the platform may be reviewed immediately. We understand that one of our Escalations Team, Tyler, has contacted you regarding the complaint you raised so he will be in touch with you soon to assist with the rest of your sale. Kind regards, Jamie Sales Support Escalations Team

“Avoid this flawed platform with dodgy platform buyers Avoid! This is worse than webuyanycar Put my vehicle up on the platform with a reserve, vehicle sold for a price i was happy with, I sent off all forms asked for then waited and waited and chased and chased. buyer did not materialise. I then got them to put it back on platform in another auction then had a phone call original buyer was still interested at agreeded price. When the guy finaly came to collect he offered me substantialy less than was agreeded even thou i had followed all rules. guy said motorway are just an admin it company and dont have a clue and therefore the minor damage was worse than they had realised and there was some minor respray which would mean they could only offer a lower amount. I needed a sale and after all they time i has wasted was forced to take the hit. Should have sold private, horrible experience and i am thoroly unhappy with motorway and their crook buyers. The platform is flawed and advised anyone thinking of using it to be avoid all together”

Helpful Report

Hi there, Thanks for your review and we are sorry you were not happy with your experience. 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. I can see your initial buyer did not adhere to this timeframe. Motorway investigates and records all claims of misconduct. We have referred your initial buyer to our Dealership Management Team, and we will also be monitoring the buyer’s future purchases for any sign of repeat issues. As soon as we became aware your buyer had not been in touch, we contacted them and received no response so your vehicle was relisted. Unfortunately, this buyer identified additional issues that were not listed on your selling profile. If this happens, the buyer 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 and provided evidence which highlighted deep scratches on the rear quarter and poor previous repair to the front passenger wing and passenger door. We were not made aware of these issues prior to listing your vehicle. The only imperfections declared during the qualifying process were 2 small scratches and a dent. 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. Our Sales Support Team is always on hand to assist or mediate if you experience any issue with your collection – but, unfortunately, it seems we were not made aware of any issues at the time, so were unable to assist or advise before things had already concluded. Selling with Motorway is entirely voluntary throughout, so you’re not obligated to accept a reduction or proceed at any point. 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 Cam Sales Support Escalations Team

“Good price received and helpful and professional customer service but... I wanted to sell my car quickly as I was moving abroad and thought using the Motorway auction process would stop the tyre-kickers and hagglers you get with private sales. - The process of uploading your car details, taking approx 50 photos and describing every scratch and ding, took ages and was really frustrating. - I had one dealer come and decided not to take it after find a "number of faults". I paid to get AA to do a report to confirm none of those faults existed... - the second dealer (who finally bought the car) took over a week to come and view it. Then haggled down the price based on an issue that was on the MOT document (and available to them at the time of making their bid). I just wanted to be rid of it so sold, but it was frustrating that it doesn't really operate as an auction (where you bid, you're committed to buy). I wouldn't use Motorway again.”

Helpful Report

Hi There, Thank you for your review. It's great to hear that you were happy with the service Motorway provided, but we're sorry that you're unhappy with your experience at the point of collection. All of our photo requirements have been developed with dealerships to maximise offers and ensure a smooth collection experience. As Motorway is a marketplace that assists you in sourcing offers from dealerships across the UK, we help you to build an in-depth, professional, and standardised profile that displays the condition, history, and spec of your vehicle to UK dealerships. Clear photos showing all angles of the car help buyers to make accurate remote appraisals, increase the offers you receive, and ensure offers are honoured on collection, with any issues taken into account in advance. We do advise from the outset that if the buyer identifies any issues that weren’t listed on the profile they may look to 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. Having said this, we do not tolerate our dealers making unjustified reductions. We do take accusations of poor dealer conduct very seriously and would like to investigate this further. However, we’re unable to identify your vehicle profile using the limited information that you have provided here, so we'd appreciate if you could contact us directly on reviews@motorway.co.uk. Please contact us with a unique identifier such as the vehicle registration, phone number, or email address you used to submit your valuation. Kind regards, Arzumand Sales Support Escalations Team

“No impressed. I left the car with a family member who has a large drive. The dealer who came to collect the car spent at least 30 minutes inspecting, despite me having provided multiple photographs to the Motorway website. They used a diagnostic machine on the car which didn't work so left without purchasing saying they were unable to test the car. What made it worse was when I went to pick the car up the battery was flat. I have subsequently sold the car for a better price directly to dealer.”

Helpful Report

Hi Ben, Thanks for your review, we're sorry that you were unhappy with your experience at the point of inspection. We take accusations of poor dealer conduct very seriously and investigate and record 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 in this case, have taken action against this buyer by permanently removing them from the Motorway network. It is regrettable that we had not been able to rectify this for you but we are glad you were ultimately able to sell your vehicle for a greater price. We appreciate you having brought this to our attention and wish you all the best moving forward. Kind regards, Tyler Sales Support Escalations Team

“Waste of time. V5 was not in my name so I was asked to provide registered keepers licence which I did. Then sale failed as v5 not in my name. So I put v5 in my name and now they say I need to own the car for 6 months. Complete waisters and they don't have a clue what information to give.”

Helpful Report

Hi there, Many thanks for your review, we're sorry to hear you were unhappy with your experience. Upon further investigation, it is evident that the vehicle was being sold with a V5C not in your name, resulting in cancellation as we are unable to sell vehicles without the written consent of the registered keeper. Further complications arose when additional documents were requested and the V5C was changed to your name as we cannot list vehicles that have been owned for 6 months or less without proof of payment from the last business it was purchased from. We apologise that this was not explained in full detail prior to your vehicle listing. Having reviewed your communications with us, it is clear that your agent did not provide the level of service we would expect and we apologise for this. We have referred this to the agent’s Team Leader to provide feedback and ensure that all of our agents uphold our high standards of service moving forward. We thank you for bringing this to our attention; we value customer feedback that allows us to improve our services. We have also received your request for data removal and will action this in compliance with current GDPR legislation. We're sorry your experience with Motorway was not more in line with our usual high standards of customer satisfaction, but we welcome you to try us again in future and wish you all the best going forward. Kind regards, Cam Sales Support Escalations Team

“Sold my Audi q5 with motorway and transaction very honest and straightforward would recommend as you get honest price compared to webuyanycar as price quoted by them is a long way from price you get on the day”

Helpful Report

“Utter waste of time. Initial value quoted was consistent with eg. Parkers and early interaction slick and encouraging. But then: Process of uploading photos was tedious and time consuming. Urgent, demands for V5 and licence upload but no facility to do so. Then, they listed the car under the wrong reg number. Then, out of their so called 6.5k eager dealers, just one derisory offer. Tried to persuade me to negotiate up from this stupidly low price. I said put it back in to auction. Oh no, that won't work. Out of their so called daily auction, they make only one listing on one day, then withdraw the vehicle. Advice on the phone. We will re-list it in 3 weeks time. Very frustrating. Don't believe their trust pilot reviews; probably false and paid for. No apology. No help whatsoever. Feels cynical, like organised crime. They guy paid to fob me off was very good at it. That says it all. Sharks.”

Helpful Report

Hi there, Thank you for your review, we are sorry that you were unhappy with the experience. During the initial stages, the only documentation we require are ones that have an affiliation to the vehicle. The personal documents are only required if you accept the bid that was made for the vehicle. Regarding the specific photos we request at Motorway, this is because we market your car to UK dealerships, and present a professional, standardised profile to maximise the offers you are likely to receive, and to secure a firm offer ahead of inspection. These include explicitly specified photo angles to ensure buyers can make accurate remote appraisals and offers, with any issues then taken into consideration prior to sale. Our app uses superimposed outlines to help you achieve these exact photos the first time, rather than taking and submitting photos that then need to be re-taken. Once the profile is completed, we then put the vehicle into the sale. It is noted that the vehicle's private registration was listed on the profile, but that only applies to finding the vehicle's details on our database. We have an option on the profile where we are able to advise buyers if the private plate will be retained or not and this does not affect the sale in any way. We are sorry if this was not clearly communicated before the sale and would like to apologise if any inconvenience was caused. As for the price achieved during the sale, while we try to manage price expectations as best we can by agreeing a reserve price with you, sometimes vehicles simply do not generate the level of interest required to reach this price during the daily sale. This can be for a number of reasons, including the current popularity of the make and model of vehicle, or recent high volumes of a particular model in the market at the time of sale. Unfortunately, your vehicle generated limited interest from our network of buyers during the sales and only received a bid, which was indeed below your agreed reserve price. This is a voluntary process for all parties throughout, so you’re never obligated to accept a lower offer or sell at any point. We wouldn’t obligate you to sell at a price you weren’t happy with, inasmuch as we wouldn’t force a buyer to purchase a vehicle they weren’t happy with. However, we did try to offer a resolution by trying to offer the vehicle to buyers using a different method where the offers would be increased for an amount more than the auction price. As our past data shows, normally relisting the vehicle does not achieve a higher price than the price achieved in the first auction. Unfortunately, this was not an option you were willing to explore and we were unable to assist you further on the matter. We're sorry things didn't work out with Motorway this time, and wish you all the best obtaining a sale for your car, and the very best going forward. If you do wish to proceed with securing a new offer, we remain happy to assist. Best Regards, Dalveer Sales Support Escalation Team

“I contacted motorway asked a few questions ( very helpful ) after receiving my details the Car was placed next day for auction Next day I was offered a better price after accepting the dealer contacted me the next day Brilliant”

Helpful Report

“I live rurally with very poor wifi and no mobile data. Really hard to upload the photos ‘live’. Even tried to do it from a computer but you’re simply not allowed to - it needs a mobile phone and an internet connection. Needs thinking through more for rural folk.”

Helpful Report

Hello, Thanks for your review. Sorry to hear you're having some issues uploading photos on your connection. If you contact our Sales Team by phone, they'll be able to guide you through alternative means of providing us with photos. You can contact our Sales Team on 02039666449 Mon-Sat 9-5.30. Alternatively, you can contact us by email at sellmycar@motorway.co.uk. The Motorway Team

“Terrible waste of time. The initial customer interaction on the website is a great experience. Then I proceeded to list our vehicle and take photos using the link sent out. Uploaded all service history as requested. I then received a phone call from another country moments later "Have you ever spoken to someone at Motorway before?", to which I replied No. She then replies "Ok, someone will call you shortly, bye bye", and ends the call. Three days later I get a call from someone else in the UK and he asked me submit stuff via email (which I had already submitted by the link used). He asked me on the phone about the outstanding finance and I discussed this with him. Five hours later, another email from someone else, asking the same questions about the outstanding finance.... They literally don't have a clue what they are doing and the whole experience is very amateurish. This is supposed to be a hassle-free way to sell your car, and it really isn't. A faff if you ask me.”

Helpful Report

Hi James, Thanks for your review. We're sorry to hear you were unhappy with your interactions with Motorway staff. We're keen to look into this but unfortunately we have over 120 enquiries under the name provided here. If you could drop us an email at reviews@motorway.co.uk with the vehicle reg, phone number, or email address you used to sign up with us, we'll take a look at this and get one of our experienced sales staff in touch to turn things around. The Motorway Team

“AVOID, AVOID, ADVOID!!!!! Would give minus stars if possible....Wow, what can I say? What an absolutely horrendous experience it was (attempting) to use Motorway to sell my car. 1st time a chap from Cargem, came round to view my vehicle and identified 'invisible' dents / scratches and then plugged in a diagnostic machine which showed my car was barely road legal (not the case at all!) Since then I have taken it for a full MOT, service and asked for a full diagnostic assessment (at the cost of £70) and as I thought it all came up normal (probably because me dashboard wasn't lit up like a Christmas Tree! Tried them again today only to be told that the price I was quoted yesterday evening had expired, as it had already been 7 days..... To say I am shocked is an understatement. Anyway, be warned and go to ANY other company who buy & sell cars.”

Helpful Report

Hello, Thanks for your review. We're sorry to hear you were unhappy with your experience. We're keen to look into this, but unfortunately your review does not contain enough information to identify your specific vehicle and sale. If you could provide us with the vehicle registration, phone number, or email address you used to sign up with us, we'll be happy to take a look at this. You can provide this by emailing reviews@motorway.co.uk. The Motorway Team


Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 82%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.7 out of 5

Motorway Reviews