Name: Motorway
Address: Motorway, 12-13 Wells Mews, London, United Kingdom
Rating: 4.19

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

Helpful Report

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

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

Helpful Report

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

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

Helpful Report

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

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

Helpful Report

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

Helpful Report

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

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

Helpful Report

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

Helpful Report

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

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

Helpful Report

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

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

Helpful Report

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

“Do not use this company. Thought we got a good price, seller turns up and takes £1100 off the price of the car (a third less) due to the head gasket might be leaking from a test they did. Appreciate the sale it is subject to them running tests when they arrive but after reading all the reviews this seems to be a way for the sellers to get a car at rock bottom price because by the time the seller turns up you are just desperate to sell. I would be very surprised if they change the head gasket before reselling the car…. Read these reviews before you decide to proceed with this sales method.”

Helpful Report

Hi Lisa, Thanks for your review, we're sorry that you were unhappy with your experience at the point of collection. 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. However, as it is a voluntary transaction for all parties throughout, there is absolutely no obligation to accept any reductions offered by the purchaser, but the vehicle must be as described in order to achieve the agreed price. If you were unhappy with the reduction requested upon collection or believe it to be an unfair one, you can always contact our Sales Support Team to discuss it at the point of collection. Buyers are expected to supply photos or repair invoices in evidence of any reduction, and we use these to assess whether or not reductions are fair, with a view to regulating buyer behaviour on our platform. We would be more than happy to investigate the matter further for you, however, the email that you provided is not attached to a Motorway profile. If you would like us to investigate further, please provide us with either the email that was used to create your profile or the vehicle registration. Otherwise, it is regrettable that your experience with Motorway was not more in line with our usual high standards of customer satisfaction, we are pleased that you were ultimately able to sell your vehicle, and we wish you all the best going forward. Kind regards, Tyler Sales Support Escalations Team

“Really very poor customer service. Tried to list a car for a 92 year old relative who lives alone and is completely immobile but Motorway refused to accept perfectly acceptable photos of the car. Then faced with the brick wall that was their inflexible customer service who just couldn’t understand that they had the potential to help a really old man get a couple of grand for his car but couldn’t see beyond their computer says no mentality. Really disappointing, unhelpful and unsympathetic way to do business. Took the same photos elsewhere where they were accepted without hesitation. Way to waste an old man’s time, guys.”

Helpful Report

Hello Will, Thank you for your review, we are sorry to hear that you were not happy with the experience of getting your vehicle into sale. After completing the investigation, we are able to advise that we would not be able to proceed with the pictures that have been provided due to parts of the vehicle not included in the photo. In regards to the photos requested, Motorway doesn’t purchase your car directly, but assists in sourcing offers from dealerships across the UK. To do this, we build an in-depth profile of your car which takes into account the condition, history, and specification of your specific vehicle. In this instance, the photos provided did not provide a complete view of the vehicle due to the angles of the pictures that were taken. It is from our understanding that you were asked to retake certain photos but were not able to as the vehicle was located 6 hours away from yourself. If the buyer identifies any issues that weren’t listed on the vehicle profile they may look to adjust their offer at the point of collection to take this into account, as your offer is based on the accuracy of the information provided and advertised on your profile. This is why we request certain pictures at the advised angles to be provided to avoid issues like this from occurring at the point of collection. Motorway doesn’t purchase your car directly, but assists in sourcing offers from dealerships across the UK. Our estimates are based on industry guide prices, live market data, and our previous sales history. After receiving your initial valuation online you are invited to speak with a member of the sales team to discuss any specific details regarding the history, specification, and condition of your car. Once the condition of your car has been discussed in more detail your estimated selling price is calculated. Naturally any issues discussed on this qualifying call such as stone chips, dents, scratches, or any other cosmetic or mechanical issues will need to be taken into account, this is why your estimated selling price may differ from the initial online valuation. However, this is necessary to ensure that any prospective buyers are fully aware of the condition of your car before bidding in the daily sale. This also allows for highly accurate price analysis at scale, so in most cases offers come out on or around the estimated selling price as an accurate representation of the vehicle value. Nevertheless, we are happy to hear that you were able to successfully sell your vehicle elsewhere and would like to wish you all the best moving forward. Warm Regards, Dalveer Sales Support Escalation Team

“As a dealer I don’t rate this company at all, poorly described cars, terrible communication, horrendous delivery/ inspections like gearbox crunch, gearbox whining, damaged panels, the list is massive so definitely don’t expect the car you thought you was buying.”

Helpful Report

Hi there, Thanks for providing this feedback, please could you let me know your dealership's name and I can give you a call - as I would like to look into this further. Alternatively, feel free to give us a call on our direct line at 0203 988 4396. Many thanks, Sam Brewerton Dealer Governance Specialist

“Seller spuriously demanded £1000 off when turned up based on timing belt not having been changed. Car has a timing chain which never needs changing. Then reduced to wanting £750 discount. Absolute waste of time. Motorway should vet these cowboys.”

Helpful Report

Hi David, Thanks for your review, we’re sorry you were unhappy with your experience. We would like to look into this for you in more detail to determine that happened but unfortunately, we’re unable to locate your vehicle profile using the information provided here alone, for this reason we kindly request that send an email to reviews@motorway.co.uk so that this issue can be raise with the appropriate teams. Kind regards, Dalveer, Sales Support Escalations Team

“everything was fine until the highest bid dealer not contacting me for collection, nothing motorway could do beside keep chasing the dealer. Motorway then suggested to go for the second highest bid buyer. I don't think this selling process would actually work if the any sides don't honer the responsibilities after winning the bid. if the buyer doesn't want the car, they should not enter the bid. Just a wasted of time, i wasted more than 2 weeks.”

Helpful Report

Hi Ivan, 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. Whilst the sale is conditional on both sides and either you or the dealer can withdraw, we expect dealers to place bids with the intention of following through with the sale. In the event that the dealer does not reach out, we can offer your vehicle to the second-highest bidder or look to re-list the vehicle for sale. Motorway investigates and records all claims of misconduct as a part of our 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. It is regrettable that your experience was not more in line with our expected customer journey and high standards of customer satisfaction, however, if you do decide that you would still like to sell your vehicle through Motorway, please feel free to contact us directly at reviews@motorway.co.uk and we will be more than happy to assist you again. Kind regards, Jamie Sales Support Escalations Team

“Is very difficult to send pictures”

Helpful Report

Hi there, We’re sorry to hear that you were experiencing difficulty with our photo requests. All of our photo requirements have been developed with dealerships in order to maximise offers received and ensure a smooth collection experience for all parties involved. As Motorway is a marketplace that assists you in sourcing offers from dealerships across the UK, we help you to build an in-depth, professional, and standardised profile that displays the condition, history, and spec of your vehicle in as much detail as possible. Clear photos showing all angles of the car help buyers to make accurate remote appraisals, increase the offers you receive, and ensure offers are honoured on collection, with any issues taken into account in advance. If you are having any ongoing issues with your photos, our sales team is on hand to assist you through this process - feel free to give them a call on 0203 966 6449. Otherwise, we apologise for any inconvenience caused and wish you the best moving forward. Kind regards, Tyler Sales Support Escalations Team

“Got my online estimate, entered the photos and online questionnaire, rang them as requested and answered the questions, sent in my proof of purchase as requested sat back and waited for my offers, and waited, and waited, and waited some more! Eventually requested an update via email, no reply. Still waiting! Gave up on them and took the car to the dealer I bought it from, sold and sorted in an hour at the same price as the online estimate from motorway. Very disappointing, waisted a week on them!”

Helpful Report

Hi there, 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. Our Sales Support Team is also on hand to help if you’re experiencing issues with an active sale, they can be reached on 0203 988 3388. Kind regards, Tyler, Sales Support Escalations Team

Hi there, Thanks for your review. We’re sorry that you were unhappy with your experience profiling your vehicle. Having reviewed the calls and accompanying emails with you, it is clear that you were quick to respond to our document request and were not provided with the level of service we expect with regard to response times, and we apologise for this. We have fed this back to the agent’s Team Leader for further investigation, and additional training will be provided to ensure our high standards of service are upheld at all times moving forward. We are sorry for any inconvenience this may have caused and that 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, Tyler Sales Support Escalations Team

“they say they sold my car then dealer backed out they went to second highest bidder he wont collect for up to 10 days they wont enter into a new auction complete waste of time”

Helpful Report

Hi there, Thanks for your review we can see you have spoken to a number of colleagues and were frustrated with our process. Hopefully the following information will clarify our position. Your car is entered into a daily sale where the dealers on our UK-wide network compete to place offers, once your highest offer is in at 3pm, you are alerted and asked if you would like to accept. Once you have accepted, we ask for documents in order that we can complete our due diligence. Once those documents have been received and verified the buyer has 48 working hours to make contact with you, and we expect collection to take place within 3 to 7 working days. We cannot guarantee collection on a certain date or a certain time, although we strive to ensure the buyers who use our platform are as accommodating as is reasonable and we will always try to mediate if there is an issue around this. Your car had an offer on the 26/06/23. In line with our service levels we would expect this car to be collected at the earliest, Monday the 10/07/23. As a result of you cancelling your sale twice due to the misplaced notion that our service was not working as it should, this has now pushed the estimated date of collection back. We advised previously that if your vehicle received an offer during the last sale and you cancelled again because your car cannot be collected in a timeframe you deem acceptable, as opposed to a timeframe we can reasonably offer, it would have been our suggestion to you that you look to sell your vehicle elsewhere. I'm pleased to see you did not cancel the sale and waited for the collection. Warm regards Gem Sales Support Escalations Team

“Waste of 3 weeks. Fluctuating reserves, bad communication, missed auction days, and offers 500 below reserve. Waste of time. Dont use”

Helpful Report

Hi Steven, Thank you for your review, we're very sorry to hear that you were disappointed with the outcome of your sale. As you are aware Motorway doesn’t purchase your car directly, but assists in sourcing offers from dealerships across the UK. Our estimates are based on industry guide prices, live market data, and our previous sales history. After receiving your initial valuation online you are invited to speak with a member of the sales team to discuss any specific details regarding the history, specification, and condition of your car. Once the condition of your car has been discussed in more detail your estimated selling price is calculated. Naturally any issues discussed on this qualifying call such as stone chips, dents, scratches, or any other cosmetic or mechanical issues will need to be taken into account, this is why your estimated selling price may differ from the initial online valuation. However, this is necessary to ensure that any prospective buyers are fully aware of the condition of your car before bidding in the daily sale. This also allows for highly accurate price analysis at scale, so in most cases offers come out on or around the estimated selling price as an accurate representation of the vehicle value. However, this is absolutely not a cap on what can be achieved and although we cannot guarantee that the same level of interest is generated for every car sold via Motorway, where competition is high a car may exceed the estimate by any margin. Unfortunately, in this instance your vehicle generated limited interest from our network of buyers which is why we were unable to secure and offer for you that exceeded your agreed reserve. Again we are very sorry if this was not the outcome you were hoping for but nevertheless, we really appreciate you taking the time to provide us with your feedback and we wish you all the best finding a buyer for your car elsewhere. Kind regards, Sam Sales Support Escalations Team

“Poor valuation, avoid!”

Helpful Report

Hi Garry, Thanks for your review, we're very sorry if you were disappointed with your valuation. Motorway doesn’t purchase your car directly, but assists in sourcing offers from dealerships across the UK. Our estimates are based on industry guide prices, live market data, and our previous sales history. After receiving your initial valuation online you are invited to speak with a member of the sales team to discuss any specific details regarding the history, specification, and condition of your car. Once the condition of your car has been discussed in more detail your estimated selling price is calculated. Naturally any issues discussed on this qualifying call such as stone chips, dents, scratches, or any other cosmetic or mechanical issues will need to be taken into account, this is why your estimated selling price may differ from the initial online valuation. However, this is necessary to ensure that any prospective buyers are fully aware of the condition of your car before bidding in the daily sale. This also allows for highly accurate price analysis at scale, so in most cases offers come out on or around the estimated selling price as an accurate representation of the vehicle value. However, this is absolutely not a cap on what can be achieved and although never guaranteed, where competition is high a car may exceed the estimate by any margin. Again we are very sorry if you were unhappy with the valuation we provided for you however, if you have any additional feedback then please send an email to reviews@motorway.co.uk, otherwise we wish you all the best going forward. Kind regards, Sam Sales Support Specialist

“Don’t let pretend reviews fill you, Not only did I have to give MORE information, I had to prove it was correct, Or They would remove it, Utter disgrace and attitude stinks. This company do everything they can to get more for them less for You, Do trust them, 1/2 of the team don’t have a clue and like they are in a nightclub when they are talking to you, Disgrace”

Helpful Report

Hello Derek, Thank you for your review. We're sorry to hear you're unhappy with the type of service we provide. We haven't requested any information from you as you currently do not have an active sale with us. Having listened back to our recorded calls, our agent was unable to pass through the GDPR process due to your profile being incomplete. However, if you are referring to any information that may have been requested on another platform, this is simply to help us identify yourself in order to get the right outcome. We also follows guidelines set by individual platforms in order to identify our customers. If you are having any trouble with this, then please contact us directly and we will be happy to help. Best regards Arzumand Sales Support Specialist

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 81%
Accurate And Undamaged Orders	Greater than 89%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.7 out of 5

Motorway Reviews