Natalie

Hi Natalie,

Thank you for your review. It's great to hear that you were happy with the service Motorway provided, but we're sorry that you're unhappy with your experience at the point of collection.

In order to address any issues brought to our attention via negative reviews we always request additional information via Trustpilot whenever the sale records are not immediately identifiable based on the content within the review itself. Trustpilot are an entirely separate autonomous organisation, and only they have the power to remove reviews. If you fail to provide unique identifying information when requested, then Trustpilot may choose to remove your review. Motorway cannot remove reviews from another organisation's website.

Regarding the sale itself, unfortunately if the buyer identifies any issues that weren’t listed on the profile they may look to adjust their offer or even withdraw their interest in the sale, as it is a voluntary transaction for all parties throughout. 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.

In this instance the dealer had identified a noisy timing chain. The buyer has advised us that as the issue identified was mechanical in nature and as such could not be proven through photos. Whilst we do of course appreciate that you submitted all of the required photos that were requested by our sales team, there can be 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 not to say that their appraisal was definitely correct, but being remote from the inspection we need to take their feedback seriously as buyers won't pay to collect a vehicle only to back out without a valid reason. We welcome seller feedback relating to dealer onsite conduct and we have referred this matter to our Dealership Management team and will reiterate our expectations around conduct and producing evidence for any reductions in no uncertain terms. Please rest assured that where dealers have been found to have acted improperly in the past, Motorway have always been very quick to take any and all necessary actions, including the issuing of lifetime bans, in order to ensure a much better standard of service in the future.

Our Sales Support Team were on hand to assist you and had informed you that in order for us to relist your vehicle again we would require a Vehicle Health Check to be carried out before doing so. This was required to avoid wasting your time and any potential buyers, should the issue arise again at collection further down the line.

We're sorry your experience with Motorway was not more in line with our usual high standards of customer satisfaction, and while you did not ultimately sell through Motorway, we are pleased to hear you were able to sell your car elsewhere.

Kind regards,
Arzumand
Sales Support Escalations Team

Hello,
Thanks for your feedback and sorry to hear of the delay in receiving your order.
Please do get in touch with our customer service team via support@faithinnature.co.uk and they will be able to assist further.
Thanks so much,
FIN Support

Hi Natalie, thank you for your kind feedback, we really appreciate the time taken by you in sharing your experience! Abdul will be delighted to hear this.

Hey Natalie, thank you for your feedback - we really appreciate hearing from you. We created the plans to remove the barriers between our users and their work. We believe our new plans offer more value through unlimited access to the platform and not having to think about how much is uploaded each month. We're sorry that our new plans don't work for you, but we hope that one day you'll become a Trinter again!