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

“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

“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

“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

“Would never use them again, I’m now over £1,000 out of pocket through taking days off and dealers not turning up repeatedly. Even though the car sold it was never paid for in over a month of assurances it would be. Final insult was a ridiculously low offer far less than we buy any car after they promised to re-sell it to another dealer!”

Helpful Report

Hi Ian, Many thanks for your review, and we are sorry to hear about the experience with your buyers. The original buyer’s behaviour in this instance is not in line with Motorway's expectations. We take accusations of poor dealer conduct very seriously and do not tolerate any conduct by our dealership partners that brings our own name into disrepute. Please rest assured that 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. Where dealers have been found to have acted improperly in the past, Motorway has always been quick to impose any necessary sanctions, including the imposition of lifetime bans, to maintain the integrity of our marketplace and ensure the best possible experience for our sellers so we would like to thank you for bringing this to our attention. We are sorry that your experience was not more in line with our usually high level of customer satisfaction but we would once again like to thank you for your feedback and wish you all the best going forward. Warm regards, Shannon Sales Support Escalations Team

“Probably my worst experience selling a car. This is my first time using Motorway. Went with Motorway as the initial price offered was way more than what the local dealer was offering (about 50% more). After uploading the pictures etc, the price was revised and was devalued by a few hundred quids, but still higher than the local dealer. Then the bidding happened and the price was significantly lower. At this point it was only slightly higher than the local dealer. I thought fine, I went through all this work and the price is still a bit better. But this is when the nightmare began. The dealer was supposed to contact me with a collection date. Waited for days and no one got in touch. Had to call the dealer myself to get a date. Arranged for collection at 12pm on a Saturday. Cancelled all my plans, washed the car etc. 4pm came and no one showed up. Dealer then called saying their car broke down. Rearranged for 12pm the next day. Again, only at 3.30pm did someone show up. They looked at the car, went for a long drive. Then haggled for a better price! Quoted some parts he needed to change. This was despite my car having a full service history and just had its service and MOT 2 months ago with no issues. He was offering 3/4 of the bid price. Sat in the car haggling with him!. I was in a desperate position as was flying the next day. If it wasn't for this, would have just gone to my local dealer instead. The nightmare doesn't end there. After driving off with the car, he promised to settle the finance the next morning. More than 2 weeks has gone by and the finance has still not been settled. The monthly payment already came out for the car. Conclusion. Safe yourself the trouble and just sell privately or go to a local dealer. Avoid the headache that is Motorway..”

Helpful Report

Hi Syed, Many thanks for your review, we're sorry to hear you were unhappy with your experience. Our valuations are based on industry guide prices, live market data, and our previous sales history, which provide a generic valuation for your make, model, year, and mileage. When you call our sales team, we build an in-depth profile of your vehicle which takes the condition, service history, and specification of your specific vehicle into account, and that offers are met on inspection. This allows us to provide a bespoke valuation which considers the specificities of your vehicle and ensures we set realistic expectations with you to establish that you’re happy to go ahead. This avoids wasting your time on obtaining an offer you may be unhappy to proceed with. In this case, we made deductions for scuffed alloys, a smart repair for a dent on the door, and a small windscreen chip, allowing us to suggest a final reserve price we felt was a realistic value for your car. This is not, however, a cap on what you could potentially achieve at sale. Where interest is high, bids frequently exceed our estimate by a margin. You’re never obligated to accept a lower estimate of course, as it is a voluntary transaction for all parties throughout, but we do always ensure that you are happy to proceed at the value we expect to achieve before we can list your car for sale. This is to avoid wasting your time by pursuing a sale that you are ultimately unlikely to accept. 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 to take this into account, as your offer is based on the accuracy of the information provided and advertised on your profile. With this in mind, the buyer may present you with a counteroffer to aid in covering any unexpected repair work to the vehicle, however, this is not something you would be obliged to accept. We expect buyers to be in contact within 48 working hours from the point that your sale has been confirmed and your documentation has been verified, with collection no later than 7 to 10 working days after this point, depending on your location and we are sorry to hear that your sale may have fallen out of this expected contact turnaround time. Logistical delays do occasionally happen, but we expect communication around this to be thorough where things may need to be rearranged so that there are no repeat instances. We apologise for any inconvenience caused. In regard to your financial settlement delay, we expect the buyer to settle this shortly after collection with a typical clearance turnaround time of 10-14 days. However, it is evident that the buyer delayed making this payment and for this, we apologise. After communicating with you directly, we have now been able to conclude this matter by ensuring the overpayment you made to clear the remaining balance has been reimbursed. With this in mind, we are pleased to see the vehicle has now been settled in full and you hold no further financial interest. However, we must be clear that a buyer cannot resell a vehicle without having cleared the finance first, but we'd like to apologise for the delay in this being actioned. We take accusations of poor dealer conduct very seriously and have spoken to the dealer in question to provide feedback and reiterate our expectations regarding their future conduct going forward. Motorway does not tolerate any conduct by our dealership partners which causes distress or alarm to our sellers or brings our own name into disrepute. We have referred this case to our Dealership Management Team, who will be discussing this case with the buyer internally. We'd like to thank you for your continued patience and understanding while we investigated this matter internally, are pleased you were able to sell your vehicle through us and we wish you all the best going forward. Kind regards, Cam Sales Support Escalations Team

“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


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

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