Motorway Reviews

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

4.3 Rating 1,203 Reviews

83 %

of reviewers recommend Motorway

Company Reviews

Metrics

Info

4.3

Based on 1,203 reviews


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

About Motorway:

The way to sell your car.

Selling your car the Motorway way is easy and completely free. 5,000+ verified dealers compete to give you their best price.

We'll find the dealer in our nationwide network who'll pay the most for your car, then complete your sale with free home collection and fast payment.

motorway.co.uk

Visit Website

Phone:

0203 988 2266

Email:

marketing@motorway.co.uk

Location:

Motorway, 12-13 Wells Mews, London
United Kingdom
W1T 3HE

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Anonymous

Anonymous // 01/01/2019

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“Over inflated price, bids much lower”

Helpful Report

Hi Edward, Thanks for your review. Sorry to hear you were unhappy with the outcome of your sale. Regarding the offer you received, unfortunately in this instance, your car generated limited interest from our UK wide network of dealers and only one offer below the reserve was achieved. The lack of broader interest means that your price will not have benefited from the competition between buyers which usually drives your price up. Our estimates are based on industry guide prices, live market data, and our previous sales history, as well as specific details our sales team discuss regarding the history, specification, and condition of your car. In most cases offers come out on or around the reserve price as an accurate representation of the vehicle value, but in some cases offers may come out lower due to factors our valuations don't take into account - in this case, more limited interest and bid activity than we would usually expect. You’re never obligated to accept a lower offer of course, as it is a voluntary transaction for all parties throughout. We are sorry that you were dissatisfied with how your sale went this time around but you are welcome to use the service again in future, to see if the market has shifted in your favour. We wish you the best moving forward. Best regards, Dominic Sales Support Team

“Poor from start to finish - use Cazoo! My car was drastically down valued after they lured me in with a high figure. I was told it would be in the following day’s sale but heard nothing so called them the next day to be told it would go in the following day and that it had been down valued by around 30% from the original figure. Yes, it has a few minor bodywork scratches and one tiny dent which any bodywork shop could resolve easily. The interior is as clean and unmarked as you could hope for an 11 year old car. Full service history and invoices. Their method for deductions for damages seems very harsh so unless your car looks like it’s never been out of the showroom, forget it! It sold at this much lower reserve but I refused to sell it, they phoned me many times despite advising them of this several times. I sold it to Cazoo whereby as long as it meets the condition level you select theres no issue. I received the full amount of the valuation within minutes which was around 25% more than Motorway so I recommend Cazoo very highly.”

Helpful Report

Hi Alexandra, Thanks for your review. Sorry to hear that you are unhappy with the outcome of your sale. Motorway doesn’t purchase your car directly, but assists in sourcing offers from dealerships across the UK. We provide an estimated selling price which is based on industry guide prices, live market data, and our previous sales history and aims to predict what buyers are likely to pay for your car. In your specific case, certain adjustments were made to the car's valuation due to multiple areas of rust, cracks and paint damage to account for the repair costs needed to rectify this damage. This was not done to reduce your price, but to ensure you were given an accurate indication of the value of your car, which was likely to be met by dealership offers. In some cases, buyers' offers may also exceed the indicative estimate, so it is not a final cap on the price you can receive. This was explained to you by your sales agent but I apologise if you felt this wasn’t clear enough. You’re never obligated to accept a lower amount of course, as it is a free and voluntary service throughout. You were asked to indicate whether or not you are happy with the figure we expected to achieve allowing you to make an informed decision about whether or not you are provisionally happy to sell at that price, before wasting any of your time, our time, or the buyer's time, on a sale that you would not be happy to proceed with. We’re glad that we were able to achieve an offer at this price for you but understand that you did not want to proceed with the sale. I’m pleased that two of our agents tried following up with you after the sale to see if you would like to proceed but I can see you had already replied to one of our marketing communication emails. These are automated due to the sheer scale of inquiries we deal with and while they are monitored and responded to, due to an extremely high volume of recent inquiries, unfortunately, response times are a little slower than usual. Emails direct with one of our sales agents are currently actioned more quickly than those in the general marketing inbox. We are currently hiring to cover this increased demand, so we are sorry for any inconvenience it may have caused. I’m glad that you ultimately sold the vehicle and you are of course welcome to use Motorway again. We wish you the best moving forward. Best regards, Dominic Sales Support Team

“could`nt be any more helpful until you`ve agreed the sale! then after they mess you around with pick-ups, fail to action emails, fail to return messages, fail to answer phones and when they do, put you on hold as soon as they realise they are out of their depth and they do not actually have a clue how to solve an issue. Claim that the different departments cannot actually talk to each other! Awful stressful drawn out experience. 100 % would never use again. Avoid.”

Helpful Report

Hi, Thank you for your review. I'm sorry that you were unhappy with your overall experience and would like to apologise for the difficulties you had obtaining a date for collection and satisfactory resolution from Motorway. Usually, we expect buyers to contact you within 48 working hours from the point you confirm your offer. We then expect them to arrange a collection between 7 to 10 standard working days from the point of confirmation. Regarding the multiple agents that you spoke with during the sales process, whilst we will always try to place you with your usual call handler, when we're particularly busy this may not be possible however, everyone shares access to the same systems and notes, so whomever you are speaking to should be in a position to answer any query. However, in this instance, it appears there was a miscommunication between teams and agents which resulted in a further delay before you were provided with an update and an eventually confirmed date for your collection. Although your vehicle was still collected within the time frame we advise, I do understand that this was not the date you had originally requested and I apologise for any inconvenience caused by the way your collection was dealt with. We will be providing further feedback and coaching to all parties involved to ensure that similar issues are avoided in the future. I’m glad however that you were ultimately able to proceed with the sale of your car. I would like to thank you for selling with Motorway, and wish you all the best going forward. Best regards, Sam Sales Support Team

“What a waste of time, big promises and they deliver nothing. Spent two weeks phoning and emailing them. At first they offer you a good price. Once they get you hooked the offer is trimmed down. I accepted their lower offer and was told I would get the money when they collected in 2 or 3 days time. Chased them up as nothing happened. After two weeks of prominent I am informed they can't buy my car as I brought it private.”

Helpful Report

Hi John, Thanks for your review. Unfortunately, we’re unable to identify your records using the information provided here, so we’ve requested further information via Trustpilot. Please respond with a unique identifier such as the vehicle registration, phone number, or email address you used to submit your valuation. Best regards, Dominic Sales Support Team

“Provide an over-inflated estimated value and then present a much lower dealer offer almost 10% lower. Not happy!”

Helpful Report

Hi Ben, Thanks for your review. Sorry you were unhappy with the offer you received. Motorway doesn't purchase your car directly, but sources offers from dealerships across the UK. The valuation we provide is an estimate of what buyers are likely to pay based on industry guide prices, live market data, our previous sales history, and information you provide about the car. In the vast majority of cases offers come in on or above the estimate, but in some cases may come out lower for a variety of reasons. These can include a limited amount of interest on the day, recent changes in the market that are not yet reflected in the data, or the local market of interested buyers. You're never obligated to accept an offer that comes in below the valuation of course, as it is a free and voluntary service throughout. I'm sorry things didn't work out this time, but we wish you all the best going forward. Kind regards, James Sales Support Team Senior

“Avoid !! Avoid this company. Got my car on for sale and agreed on a sale price with motorway after listing. The dealer from motorway called me back and straightaway offered £1000 less than the agreed price without even physically inspecting the car. Later sent someone else to view the car. The guy he sent just asked me to get him the keys, didnt even opened the car and cooked up a story as his client is abroad and shall make payment in 48-72 hours but insisted to take the car with him without paying. I declined the offer and took the keys back. I then contacted the company to advise them of the situation, explained it to 6 different people and been 7+ days no comments or update on this. I lost my time and a potential buyer i had for this car !!!!STAY AWAY PROPER CON COMPANY!!!! WASTE OF TIME.”

Helpful Report

Hi Damian, Thanks for your review. We take accusations of dealer misconduct very seriously and I am keen to look into this for you but unfortunately I'm unable to identify your records using the information provided here, so we’ve requested further information via reviews.io. Please respond with a unique identifier such as the vehicle registration, phone number, or email address you used to submit your valuation. Best regards, Sam Sales Support Team

“Online valuation £4685 thought great. About right as dealers need a margin as similar cars £5,400+ 0n autotrader. Loaded photos value down to £4,400. Called the company as requested and value reduction to £3,500. Had the car from new below mileage for the year with a service history. Nine years old with minor stone dink on the bonnet. Don't use this company unless you are desperate better to sell on autotrader. Bit of a con and waste of time.”

Helpful Report

Hello, Thanks for your review. Unfortunately we're unable to locate your record using the information provided here, so we have sent you a private message via reviews.io for further information. Please respond with a unique identifier such as the reg, email, or phone number you used to submit your valuation, and we will look into this for you. Best regards, James Sales Support Team Senior

“The tv advert is one of the worst ever, puts me off from the start.....”

Helpful Report

Hello, Thanks for your review. I'm sorry you're not fond of our ad, we rather like it! Unfortunately you can't please everyone, but we do wish you all the best regardless. Best regards, James Sales Support Team Senior

“The radio ad is really, really annoying. He sounds a pompous, overbearing git. Puts me off ever using Motorway.”

Helpful Report

“Waste of time. First guy i dealt with was nice enough, said a price after reviewing photos. He then went quiet and stopped replying to emails. Emailed generic email to chase why it hadnt been listed and was told that it had dropped in valuation and was given a new lower number. Agreed to list and again heard nothing back. Emailed again to chase and was then emailed to say it had been listed. Achieved £1000 less than they said. Would avoid using this company, lure You in with their valuation and ‘miscalculate’ numerous times”

Helpful Report

Hi Daniel, Thanks for your review. Sorry that you had some issues with response times, we're unable to locate your record using the information provided here, so we would request that you send us further information to help us identify your sale. Motorway doesn't purchase your car directly, but markets to dealerships across the UK, taking a fee from the buyer. As such it is in our interests to maximise your offer. It sounds like your issue is related to your sales agent performance, so we would like to look into this. We have sent a you a private reply via reviews.io. Please respond with a unique identifier such as the reg, phone number, or email you used to submit your valuation, and we will look into this. Best regards, James Sales Support Team Senior

“I did not manage to reach my reserve price with motorway. However Ella the customer service representative was a pleasure to deal with, highly friendly and professional. Ella really went out of her way to help me get my car listed both on the phone and via WhatsApp, a real credit to your business!.”

Helpful Report

“I own a Bmw 65 plate with 72k on the clock. Condition of the car was good except cosmetic marks on both bumpers and some tyre worn. Took loads of pic and video. Got valued on line for 12750 and then offered 7500 absolutely a Joke company. Been to body shop since and got my bumpers done which cost me £500 for both. Worst company ever…. lies lol”

Helpful Report

Hello, Thanks for your review. Sorry you were unhappy with your experience. We're unable to identify your sale using the information here, but we would like to look into this, as it is an unusually substantial reduction. Please contact reviews@motorway.co.uk with the reg, phone number, or email address you used to submit your valuation so we can verify you as a customer and look into this. Best regards, James Sales Support Team Senior

“Took hours to get together everything they asked for. Disputed my service history with no justification. Total waste of time. Kept reducing estates value.”

Helpful Report

Hi Colin, Thanks for your review. Sorry you were unhappy with any decision made regarding your service history. We're unable to locate a sale record using the information here alone, so if you could please contact reviews@motorway.co.uk with the reg, phone number, or email you used to submit your valuation, we'll look into this for you. Best regards, James Sales Support Team Senior

“A long drawn out process, definitely a better option than we buy any car, however bad customer service. They talk a good talk but they don’t follow up. I raised many issues with them with “we will call you back” guess what! It didn’t happen. If you have the option to part exchange it’s a lot less hassle.”

Helpful Report

Hi Mandy, Thanks for your review. Sorry you felt there were issues with the service provided. We're unable to locate a sales record under the name provided here, so if you could please contact reviews@motorway.co.uk with the reg, phone number, or email you used to submit your valuation with us, we will look into this. Best regards, James Sales Support Team Senior

“After about 100 photos a video and taken them as requested from all angles... they still want more pictures... ridiculous waste of time.”

Helpful Report

Hello, Thanks for your review. Sorry you were unhappy with the photo requirements. We require a set of 16 photos of the interior and exterior of the vehicle, which we use to advertise your car to dealerships based throughout the UK. These are requested from specified angles, of specified areas of the car, but our photo app should guide you as to which photos we need, with superimposed guidelines for each shot. If you are unable to use the photo app, we will supply example photos along with guidance from our sales team. The reason we have specific requirements is that we present a professional, standardised profile to dealerships which is designed to both maximise your offers, and ensure they are met on collection by providing a full enough view of key areas of the car, that buyers are able to make a realistic online appraisal, in advance of inspection. If you're still struggling with photos, or have any further feedback on the process, please contact us at reviews@motorway.co.uk. Best regards, James Sales Support Team Senior

“Waste of time. After 19 days of backwards & forwards email communication regarding photos, I'm then told sale can't proceed as no proof of purchase. Ownership was transferred within the family with no actual financial transaction! Avoid them.”

Helpful Report

Hi John, Thanks for your review. Sorry you were unhappy with your experience. This rule is in place only for cars that have been registered to you for less than six months, as this is an unusually short period of time in which to sell. Our website identifies vehicles of this kind and the first question you're asked in the webform, before proceeding to submit any photos or further details, or speaking to our sales team, is whether or not you have proof of purchase for the vehicle. The reason we require proof of purchase for vehicles owned for less than six months is that these vehicles carry a higher risk of being problematic vehicles that individuals or rogue traders attempt to sell via platforms such as Motorway. For this reason we will only accept proof of purchase from a legitimate dealership in the form of a purchase invoice. Dealerships are held to higher legal standards in regards to warranty and right to return than found in private or auction sales, and as such we are able to sell these cars within 6 months of purchase. Outside of this however, we will be unable to proceed until you have owned the vehicle for six months. I hope this clears up any confusion, but if you have any further feedback, please contact reviews@motorway.co.uk. Best regards, James Sales Support Team Senior

“1500 pounds less than Bristol Street or we buy any car so obviously not what they claim to be”

Helpful Report

“My 14 year old VW Polo, in very good condition, was valued £ 1920 online after I uploaded photos. I then had to photo and list any scratches / dents - only two minor scrapes and one tiny dent. Following a phone call they dropped the price to £1220 - as these minor repairs, plus a minimal amount of dirt on the alloy wheels, would cost a garage £700! One of Motorway’s boasts is that they do not ‘ nibble ‘ away at the initial valuation like other companies! Did not use them.”

Helpful Report

“Started process but then they mixed up my address, wasted 4 days on what should be a simple process but still no listing. Any claims that this is the easy way to sell you car is lies”

Helpful Report

Hi Adam, Thanks for your review. Sorry that you were unhappy with your experience. Looking at your profile, it seems your address did not register on our system or google maps because it was a new build estate with a very recently created postcode. We used the nearest approximate post-code instead, and noted in our collection notes the correct post-code for the car. It looks like we subsequently closed the sale down as you were unhappy with the reserve price rather than anything to do with the address, but if you would like to provide further feedback, or are in fact interested in pursuing a sale after all, please contact us on 020 3988 3388 or reviews@motorway.co.uk. Best regards, James Sales Support Team Senior

“Trying to sell a 20 year old car in relatively good condition for its age. The initial valuation was nearly £800 but after review they reduced it to almost half that. Ridiculous on a car of that age and value. Will not use again.”

Helpful Report

Hello, Thanks for your review. Sorry you were unhappy with your valuation. Motorway doesn't purchase your car directly, but assists in marketing your vehicle to dealerships across the UK to secure your best offer. Our estimated valuation is designed to predict what dealerships are likely to pay for your car when sold, and is based on industry guide prices, live market data, and our previous sales history. When you speak with our sales team, they will take account of the specificities of your vehicle, such as condition, service history, and specification, to provide a bespoke valuation. This isn't done to reduce your offer, but to give an indication of what dealers may pay, and isn't a cap on what you can recieve - cars are entered into a daily auction in which buyers bid competitively, so offers do sometimes exceed the valuation. We set this expectation with you up front, so that you can decide if selling via Motorway is right for you before doing so. It sounds like in your case, it may be worthwhile exploring other avenues of sale, but if you don't have any luck, our door of course remains open. We wish you all the best going forward. Best regards, James Sales Support Team Senior

Motorway is rated 4.3 based on 1,203 reviews