Name: Motorway
Address: Motorway, 12-13 Wells Mews, London, United Kingdom
Rating: 4.16

“Absolute rubbish, pretend pricing, dealers don’t turn up, no one gives a to55, pretend bids foreign call centres, no one knows anything about cars, just awful to deal with. I have full evidence of what they are up to, messed me about for 2 weeks and still didn’t sell the car, love to know how many of these reviews are made up”

Helpful Report

Hi there, Thanks for your review, we're sorry that you were unhappy with your experience. Unfortunately, we're not able to find a profile linked to the details you have provided. Please provide us with the registration of the vehicle or contact us at reviews@motorway.co.uk and we will be more than happy to look into this for you. Kind regards, Jamie Escalations Team

“I realise that I'm in the minority here but i had a truly awful experience selling my car with Motorway. I received and accepted a decent bid for my Audi, so far so good, then two lads came to view it from London. Motorway claims to only sell to dealers which is, for the most part, probably true. However, these two chaps sell cars from their driveway. They then proceeded to check over the car, found a couple of scratches that I'd not seen as they were very very small and then plugged in an ECU computer. A few faults came up and when i questioned them, they said they didn't know what it was, and that my rear discs needed changing. They then offered me £3500 BELOW the agreed price claiming that the scratches would cost £250 EACH to remove and the discs would cost £1500. I politely declined and wished them a safe journey home. No harm done, they cancelled the sale with Motorway as is their right to do. BUT once the sale was cancelled they continued to message me. A lot. Continually trying to convince me my car was now worth £26k and saying they could come back etc. Again i politely declined., i even explained that We Buy Any Car themselves offered £31k! I told them on no less than 4 occasions that i wasn't interested and complained to Motorway asking for my car to be relisted. Motorway staff (Shannon) ignored the fact these guys were harassing me and just said, you'll need to get these faults fixed. And here's the kicker, i took my car in to a garage, the discs were perfectly fine and the faults they "found" were errors in the system that just needed clearing. Oh, to conclude, i sold my car for £1000 more through Carwow and the dealer collected with no issues or attempting to haggle. I absolutely recommend them.”

Helpful Report

Hi there, Many thanks for your review. We’re sorry that you were unhappy with your experience at the point of inspection. Unfortunately, if the buyer identifies any issues which 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 fault codes, which we were not made aware of before listing your vehicle. The only imperfection declared during the qualifying process was a scuffed alloy. 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. Having reviewed the codes sent in by the buyer, they related to the climate control and backup battery. Because of this, we would need the vehicle to undergo a health check to ensure that the issues are either cleared or have been rectified. This is to prevent your time from being wasted if another buyer cancels for the same reason. 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. 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, Jamie Escalations Team

“I was scammed out of hundreds of pounds... I was told my mileage had been tampered with, they reduced the offer massively. I was horrified at this thought. Only to find out later it was a lie.”

Helpful Report

Hi Angela, Thank you for your review, we're sorry that you were unhappy with your experience. Unfortunately, upon review of your profile and communications with us, we will be reaching out to you directly in order to discuss this further, however, would like to apologise for any inconvenience that may have been caused. 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. 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. Please look out for our email, otherwise, we regret that your experience hasn't met our high standards of customer satisfaction, however, we wish you all the best going forward. Kind regards, Tyler Motorway Escalations Team

“Kind regards, Shannon Motorway Escalations Team”

Helpful Report

“I have found the whole process trying to sell via the Motorway traumatic! Firstly hey overpriced my car to advertise with them, then when it didn’t sell, asked me to reduce it. Then I accepted an extremely low offer to sell fast as I had put a deposit on another vehicle. The dealer who came was really late and I felt uncomfortable. Once I said I wouldn’t reduce it any further (he already had all the details of the vehicle and its mileage etc) I didn’t want to sell to him. He also pointed out that there was no spare wheel and the models mainly don’t come with one (it has an emergency repair kit). I found the whole experience with Motorway awful. Overpriced my car valuation in the first place and the dealer was less than professional. I have now sold my car - not through the Motirway, never again, I have part exchanged it with a reputable dealer for another vehicle. What a waste of time with them!”

Helpful Report

Hi there, Many thanks for your review, we're sorry to hear you were unhappy with your experience. In the vast majority of cases, offers will come out on or above the estimated selling price. Unfortunately, sometimes vehicles simply do not generate the level of interest required to reach this price during the daily sale, meaning your offer doesn’t benefit from competition between buyers which would usually drive it up. This can be for a number of reasons, including the current popularity of the make and model of the 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 sale and only received 2 bids which were 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. Unfortunately, if any issues are identified at the point of collection that were not listed on the profile then the buyer is within their rights to adjust their offer to take this into account. This is because 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. This is why it's common practice for all buyers to request and carry out a thorough inspection at the point of collection. This is also why after submitting these photos you are asked if there are any additional issues that as a seller you are aware of that have not shown up in the photos you've already submitted. However, we are sorry to hear that the buyer may have tried to reduce based on the absence of a spare wheel, buyers should be familiar with a vehicle's specifications prior to collection in order to have realistic expectations during appraisal. 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, Cam Motorway Escalations Team

“I originally placed an advert with ‘Motorway.co.uk’ on 03/03/24 and agreed value of £9750 minimum. My car sold for £10500 and so I thought great, lets get it picked up as I needed money. ‘Motorway.co.uk’ then uses their sister company ‘Driiveme’ to arrange pick up car, which was allocated to them on 07/03/2024. However, by the 14/03/2024 I hadn’t heard anything from ‘Driiveme’ and after a frustrated call to ‘Motorway.co.uk’ I received an email on the same day “The collection company confirmed that they arranged the collection for tomorrow. I hope this helps.” Great, my complaint has helped, so I thought… On the 15/03/2024 I received an email from ‘Driiveme’ stating 'they could pick up car on 22/03/2024. (2 weeks after car was sold). I was rather disgruntled by this point and said “OK, just make sure it is”. Then on 221/03/2024 I received calls stating they can no longer pick up car due to transport logistic issues. A common issues I now hear for other users. The dealer ‘klassifiedcars.co.uk’ who purchased the car through Motorway was a friendly car’s salesman and suggested he could pick up car instead after all my frustration. Until he realised my car is based in Somerset and so couldn’t be bothered to travel or arrange pick up. Odd as he could have probably save money. By this point I am very annoyed with all companies involved and pulled out of deal, which you can at any time. So don’t feel trapped to complete purchase if you’re also having a nightmare with these companies. Overall a horrendous, stressful experience with dreadful customer experience.”

Helpful Report

Hi there, Thanks for your review, we're sorry that you were unhappy with your experience. Typically, we expect the buyer to be in touch within 2 working days of the documents on your profile having been reviewed, so we apologise that this was not the case with your sale. Once Motorway agents were notified of this, every effort was made to get the buyer in touch with you as soon as possible, however, we appreciate that this didn't happen and apologise for any inconvenience that may have been caused. We take dealer conduct very seriously and 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. We apologise that you had not been offered the 2nd highest bid as soon as you'd hoped. The original bidder had shown continued interest in the vehicle to us, as well as advising our agents they would contact you as soon as possible, however, the 2nd highest offer should have been pursued once requested by yourself. This has been fed back to the team leader of the agent(s) involved so that we may continue to make improvements to the service that we provide and that additional training is provided where necessary. It is of course regrettable that your experience did not meet our high standards of customer satisfaction, and we wish you all the best moving forward. Kind regards, Tyler Motorway Escalations Team

“A dealer purchased my car and got in touch a couple of days later and wanted to collect the car the next day, which I told him wasn’t possible but could collect in two days time. Had no contact from them for over a week and reported it to Motorway who also couldn’t get in touch with the dealer. No comeback and no redress for the seller other than to relist the car. I obviously needed the money from the sale to purchase another car which I lost because of the delay. No happy at all.”

Helpful Report

Hi there, Thanks for your review. We're sorry you're 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're sorry if this was not the case in your sale. We can see your documents were uploaded on 27/02/24 and were then verified by our team on 01/03/24 to be passed to the buyer, and the vehicle should have been collected no later than 15/02/24. We apologise for the delay in the documents being verified by our team, and we have fed this back to the relevant department. Whilst the buyer was initially in contact to arrange a collection date, we can appreciate the frustration and inconvenience caused when the buyer did not get back in touch with you to arrange a new date. Our Sales Support Team followed up with the buyer on two separate occasions, but unfortunately, we did not hear back. We can see that you were offered to relist your vehicle to complete the sale with a new buyer to get the sale proceeding, but you had advised our team you did not want to proceed with a relist and you asked our team to continue to chase the current buyer. The transaction and agreement for the sale and purchase of your car is between you and the relevant Car Buying Partner. Because of this, we do not accept any liability to you for any failure of the provision of services by a Car Buying Partner. During buyers' use of the platform, purchasing is monitored internally by our Dealership Account Team to ensure the integrity of sales. Any buyer who breaches our rules may have action taken against their account or face removal from the platform. We take accusations of poor buyer conduct very seriously, and we do not tolerate any conduct by our dealership partners that brings our own name into disrepute. Please rest assured we have referred this case to our Dealership Management Team, and we will also be closely reviewing the buyer’s previous and future purchases for any sign of repeat issues. Regarding the purchase of a new vehicle, Motorway is not responsible for individual financial decisions you make outside of your sale with us and we do not take any responsibility for individual purchases of a new vehicle. Nevertheless, whilst we are sorry that the sale of your vehicle was not successful through Motorway, we are pleased to hear you have since sold the vehicle via another means and we thank you for bringing this to our attention. We wish you all the best going forward. Kind regards, Shannon Motorway Escalations Team

“sold a car lst year with moterway had the useuall run around but sold on secong attempt, thought to try again with another car what a load of nonsense buyer sent out guy who didnt have a clue pointed out all sorts of imaginary faults and left saying boss wont buy this at that priice,not heard anythig since”

Helpful Report

Hi there, Thanks for your review. We're sorry to hear that you are unhappy with your experience. Whilst we do of course appreciate that you will have submitted all of the required photos and documentation 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. This is why it's common practice for all buyers to request and carry out a thorough inspection and in some instances a test drive at the point of collection. 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. Having said that, we are unable to locate your profile with the information provided so we are not able to discuss the full details of your sale. Please email reviews@motorway.co.uk with the car reg, phone number, or email address used to submit your valuation and we can look into this for you. Kind regards, Shannon Motorway Escalations Team

“Had a very good experience with Motorway from start to finish. Harringtons who bought my car was very polite and professional too, no haggling from them. You just need to be honest when taking pictures and filling in any relevant paperwork. Would definitely use them again.”

Helpful Report

“Absolute disgrace dealer came out said car had engine rattle tried to knock off over £700 and motorway won’t relist car until we have garage report when we no engine is perfect”

Helpful Report

Hi Ian, Thanks for your review. We're sorry to hear you have not had a positive experience. Whilst we do of course appreciate that you submitted all of the required photos that were 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. This is why it's common practice for all buyers to request and carry out a thorough inspection and in some instances a test drive at the point of collection. Unfortunately, we cannot locate your profile with the information submitted. Please email reviews@motorway.co.uk with your vehicle registration for us to look into this further for you. Kind regards, Shannon Motorway Escalations Team

“Price changed twice ,then I had to haggle with two men over agreed price to drop it lower ,they explained the online price is a estimate not agreed price and went on to try to reduce the price lower by £700 plugged a machine in my car and went on to list faults although it had been checked prior ,negotiations was tough and ended up getting less for my car . Not a great experience”

Helpful Report

Hi Heather, Thanks for your review. We’re sorry you were unhappy with your experience at the point of inspection. The offer you receive for your vehicle will be based on the information provided in your profile. If the vehicle has been misdescribed and some additional faults or defects have not been outlined in your vehicle's profile, the dealer may choose to withdraw their offer or make a revised offer for the vehicle. Although we appreciate that you did provide photos of the vehicle, we do ask that you explicitly declare any and all damage/mechanical issues, including what may be considered wear and tear, and provide additional close-up photos of these issues in order to ensure your offer is met on collection. In this instance, the buyer identified additional imperfections at the point of inspection which highlight additional paintwork issues, a tire rip, and additional dents. This is not to say that the buyer’s appraisal was definitely correct, but being remote from the inspection we need to take their feedback seriously and validate any counterclaims. 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 sale or collection – but, unfortunately, it seems we were not made aware of any issues at the time, so we were unable to assist or advise before things had already concluded. Nevertheless, we're pleased to hear that the sale was completed without any mediation from ourselves, and we wish you all the best going forward. Kind regards, Shannon Motorway Escalations Team

“£2300 better than webuyanycar need I say more , such a good experience I'm so impressed, the thing that made it so good was my car was in very good condition and well serviced hence I wasn't knocked down on price at the point of sale, the dealer was very happy too, so well done motorway”

Helpful Report

“Great communication. Everything went exactly as described by Motorway. The dealer was polite, friendly and professional. I got the agreed price without question from the dealer. Made sure all minor damage was declared and photographed which the dealer was aware of and expecting when he reviewed the car in person. Got £1500 more than We Buy Any Car offered. Very happy.”

Helpful Report

“Waited over 3 weeks for dealer to pick up my car. Never contacted me within the 48hours I phoned numerous times and messaged. No reply. Promised pick up 4 different times and phone calls nothing. Phoned motorway to re advertise they dropped the price down 500 pounds less than 3 weeks ago. Waste of 3 weeks and hassle and very disappointed”

Helpful Report

Hi there, Thanks for your review. We’re sorry to hear your buyer did not get in contact with you. 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. As soon as you contacted our Sales Support team to let us know you had not initially heard from the buyer, we reached out to them and requested they contact you to provide you with an update. 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. Concerning your drop in valuation, we're sorry you're unhappy with the change in the value of your car. Motorway’s valuations are based on industry guide prices, live market data, and our own sales history. These are revised every seven days to ensure they remain accurate – and may rise, fall, or remain the same depending on the wider market conditions at any given time. Unfortunately, in this case, based on the outcome of real sales, the vehicle’s value has depreciated across the market since your initial valuation. Our valuations will always take this into account to ensure they accurately reflect the value of your vehicle, and the offers you are likely to receive. 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 considering Motorway to sell your vehicle and wish you all the best going forward. Kind regards, Jamie Escalations Team

“Well wish I’d read reviews before using Motorway !!! Having seen motorway ads on tv I decided to sell my car thru them. Agreed a sale on Feb 8th, told by dealer they couldn’t collect until 21 Feb. Booked a day off work (unpaid) , cleaned car inside & out ready for collection. They were supposed to contact me 24 hours before to confirm a time, they never did. Collection day arrives, I ring them and told person dealing with it is out & he’ll ring back. Never did. I rang again & no answer. I contacted Motorway who said they’ll chase the dealer & to let them know if we didn’t receive a response. We havent heard back from either dealer (Highline in Surrey) or Motorway . Shocking false advertising. Motorway are the broker, they need to vet their clients much better. Out of pocket & 2 weeks later I’m no further towards selling my car !!!”

Helpful Report

Hi there, Thanks for your review and we are sorry you are unhappy with the service you have received so far. We can see your documents were confirmed on the 10/02. The buyer then has 2 working days to make contact then collection is expected to take place within 7-10 working days. This means they have until the 27/02 latest to collect your vehicle before they have breached our Service Level Agreements. We have contacted the buyer twice to ask them to make arrangements to collect the vehicle, however we haven't had a response as yet. Prior to buyers being able to use our platform, they are subject to a rigorous on boarding process and our Dealer Governance Team then monitor the buyers to ensure to ensure they meet the standards we expect of them. 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 have asked our Dealer Governance team to make contact with the buyer to find out what has gone wrong here, in the mean time, we have reached out you directly to try and resolve this for you. Warm regards, Gem Escalations team

“Excellent service until it comes to the buyer settling my car finance. 2 months since sale and the finance has not been settled on my car. Motorway inform me that it's an admin issue and the buyer is genuine. Not good enough. Motorway are paid by the car buyers not the sellers. It shows in this case when I'm having to chase down the payment of car finance. Avoid.”

Helpful Report

Hi Dawn, Thanks for your review. We're sorry that you were unhappy with your experience. We have received an update from the buyer confirming that the finance policy has now been closed and we're very pleased to hear that this issue is now resolved. If you have had to make any additional payments in the interim due to the delay, then please rest assured that these should be registered as an overpayment by Jaguar Finance which will be automatically refunded back to you. However, if you do experience any further issues then please let me know right away. It is of course regrettable that your experience hasn't met our high standards of customer satisfaction, however, we're happy that we have been able to come to a resolution and that you were ultimately able to sell your vehicle and we wish you all the best moving forward. Kind regards, Tyler Motorway Escalations Team

“no you cant buy from us applied for a traders account and was told no. I have a traders insurance policy and a website now you can ask me in the future and the answer will be NO”

Helpful Report

Hi there, We are sorry that you are unhappy that you were unable to join our panel of buyers. We carry out significant due diligence on the buyers using our platform by way of legal, reputational, and financial background checks to ensure they are legitimate, established, and reputable VAT-registered companies with physical premises, existing stock, and sufficient financial liquidity to purchase with us. This ensures we are not facilitating illegal or nefarious contracts of sale via our marketplace. If you were unsuccessful in your application it will be as a result of failing one of our background checks, or you do not meet our onboarding criteria. We apologise for any disappointment, but wish you the best in your future business endeavours. Warm regards, Gem Sales Support Escalations Team

“Don’t bother they are terrible to deal with they take all your personal details then you don’t hear from them for almost a week then there is more firms to fill in . Use we buy any car better prices and they do all the paperwork”

Helpful Report

Hi there, Thanks for your review and we are sorry you are unhappy with the service you received. There is an initial online profile you complete for your vehicle, then you speak with one of our agents to confirm the details you input are correct. Once the vehicle sells you are asked to upload your V5, Driving license and Bank details, the buyer then contacts you and arranges collection. We have had no contact from you since the qualifying call on the 26/01. You uploaded your documents on the same day as the vehicle sold, and we have not been made aware of any issues since. Our Sales Support Team is always on hand to assist or mediate if you experience any issue with your sale or collection – but, as we were not made aware of any problems, we have been unable to assist or advise you. If you are still having issues please do email reviews@motorway.co.uk where our team will be more than happy to help. Warm regards, Gem Sales Support Escalations Team

“An Absolute total waste of my time. Someone bid for my car, and didn’t even bother to contact me. So I have sold it to we buy any car. You go in they look at it give you a price and that’s done. Much easier”

Helpful Report

Hi There, Thanks for your review. We’re sorry you were unhappy with your experience. Unfortunately, we’re unable to locate your sale record using the information here alone. We would like to look in to your experience for you, could you please email reviews@motorway.co.uk with your vehicle registration in the subject title and we can address any concerns you have. Warm regards Gem Sales Support Escalations Team

“The dealer network that purchases their cars through the auctions that Motorway runs are notoriously shady and will do anything to knock down the bid price you accepted, they will even go as far as submitting false reports on your car to reduce the price. Do your research online, there are lots of accounts of it out there and avoid it. I escalated an issue where a dealer submitted a false report when viewing my car, containing images that were not even of my car and Motorway dismissed this. A promise to sell your car quickly and easily, only to end up dealing with the usual untrustworthy dealer folk. Don't waste your time.”

Helpful Report

Hi there, Thanks for your review and we are sorry you were unhappy with your buyer. We can see that you are currently in touch with our Escalations Team and they have explained that Motorway investigates and records all claims of misconduct and that your case has been referred to our Dealership Management Team. That said, 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. In this instance, we were sent video evidence of a potential issue with the engine. This is not to say that the buyer’s appraisal was definitely correct, but being remote from the inspection we need to take their feedback onboard and validate any counterclaims. We are in touch with you directly to explain next steps. Warm regards Gem Sales Support Escalations Team

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 75%
Accurate And Undamaged Orders	Greater than 89%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.6 out of 5

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