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

“A woeful service at best , I listed my car on Saturday and this in itself was an ordeal as the app doesn't work properly when I finally got the pictures uploaded (you) have to phone Motorway and they then run through the information provided. Now I am under no illusions that the car I am selling was perfect , it was the family car so it was going to have the odd mark here and there but within minutes of being on the phone to one of the agents at Motorway the quoted price had been reduced by £500. I received an email quoting the new sale price and replied immediately stating that I wanted to go-ahead. I then heard nothing for 5 days and chased after receiving another email to say we need to discuss your listing please contact us , at which point Motorway emailed to say ''sorry your email wasn't picked up regarding wanting to go ahead but on the email sent to me you could clearly see the email trail and my email clearly stating that I wanted to proceed was visible. Their advertising slogan is totally miss-leading and if I was you I wouldn't bother. Motorway don't get you any more money for your car and in fact the Autotrader valuation came in nearly a £1000 more. Save yourself the time and effort and find a local independent car dealer and deal with someone face to face rather than this lot who really don't know what they are doing.”

Helpful Report

Hi Matthew, Thanks for your review. I’m sorry to hear that you were unhappy with your experience using Motorway. Regarding the amendment made to your initial valuation, 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 specificities of your vehicle, such as the condition, history, and specification, to provide a bespoke valuation. At this stage, we will advise you of any positive or negative factors which can affect the price you may receive. In your specific case some amendments were made for the 4 scuffed alloys, damaged tyre and a small dent to the side of the vehicle. These amendments are made to account for the repair or replacement of vehicle parts and are not done to reduce your price, but to ensure you have been given an accurate indication of the value of your car, which is likely to be met by dealership offers. Once this process has been completed, we ask you to indicate whether or not you are happy with the figure we expect to achieve. This allows 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. In some cases, buyers' offers may also exceed the indicative estimate, so it is not a final cap on the price you can receive I’m sorry to hear you experienced issues with the photo app. The reason we request that you use the app first and foremost is that it assists you in taking photos of the specific angles and areas we require, preventing you from making multiple photo submissions by ensuring they meet our requirements, which our agents advised at the time. These photo requirements have been developed to help you create a professional-grade vehicle profile which helps to maximise your offers. However, I’m glad that one of our sales team was able to assist you after successfully uploading these to your profile. We are sorry that your car was not listed. I have looked into your sale and can see that you're correct to say that you had submitted all of your details and it looks like your sales agent had everything ready to intending to put the car live, but simply failed to place the profile in the correct status, meaning it was not entered into the sale. Although this was a genuine and isolated error and incorrectly followed up, we understand why you had lost confidence in the process at this point, but we assure you this was in no way an attempt to be opaque and deceptive, so much as an agent's failure to follow the internal process correctly. We will follow up with your sales agent to provide feedback and training. I’m sorry that things didn’t work out with Motorway this time but we are glad that you ultimately sold the car. We wish you all the best moving forward. Best regards, Dominic Sales Support Team

“Firstly, I had to send in photos 3 times. I got a quote on the first call. On the second call I could tell I was going to be given the run around by the amount of 'oohhs and aahhs and surprise, surprise the quote fell by £800. The final offer fell by £2000. Stay away”

Helpful Report

Hi Paul, Thanks for your review. Sorry that you were unhappy with your experience. Regarding any additional photos that we requested from you, this is because Motorway markets your car to UK dealerships, and presents 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. Unfortunately some of the photos you had initially submitted were not suitable which is why we requested some retakes. Regarding your estimated selling price vs the final offer you received. 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 with you 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 mentioned on this call such as stone chips, dents, scratches, or any other mechanical issues will need to be taken into account which is why your estimated selling price may differ from the initial valuation. This is done so to ensure that any prospective buyers are fully aware of the condition of your car before bidding in the daily sale. This allows for highly accurate price analysis at scale, so in most cases offers come out on or around the reserve price as an accurate representation of the vehicle value. This is absolutely not a cap on what you can achieve. We operate a blind bidding system, so buyers can't see what other buyers have offered, and although not guaranteed, where competition is high a car may exceed the estimate by any margin. Unfortunately in this instance, there was limited interest generated for your car from our network of buyers, which is why your car only received 2 bids during the daily sale. We are sorry that this was not the outcome that you were looking for and if you would like to discuss this in more detail or provide further information then please contact us via email at reviews@motorway.co.uk. Best regards, Sam Sales Support Team

“Feels like a scam. Sent loads of photos then buyer found a stone chip and deal was off. Now being re-listed for what will be a lesser amount. Constantly chasing for updates after deal fell through. Cancelled my insurance, tax and warranty on the back of the deal. Now left in the lurch. Never do it again!”

Helpful Report

Hi Howard, Thanks for your review. Sorry if you were unhappy with your experience. We have had a look into this for you and can confirm that the reason your original sale was cancelled was due to a breakdown in communication between the buyer and the assigned third party collections company. We will be following this up internally and will be keeping an eye on future purchases related to both parties to ensure that similar issues can be avoided in the future. However, I am glad to see that since posting this review we have been able to successfully relist your vehicle in a further sale and that you have now been able to accept a new offer equal in value to the previously cancelled offer. Nevertheless, we would like to apologise for any frustrations caused as this is not the usual experience we expect for our customers. If you experience any further issues then please contact us directly via email at reviews@motorway.co.uk otherwise, we wish you all the best going forward. Best regards, Sam Sales Support Team

“Stow car company. Having had my fingers burn by car dealers in the past. It was a very different and pleasant dealing with Andy & Mark today. I couldn't be happier with my experience & thoroughly recommend this business 👌 5stars”

Helpful Report

“Wow JUST AWFUL: PLEASE DO NOT BE FOOLED BY A HIGH STAR RATING My poor experience was their standard service; this was quite evident! 1. No replies to my emails for updates 2. Constantly requested to update photos, change photos additional information needed: Photos removed twice I’d added twice no reason(s) given 3. Their delaying tactics reduced their offer by £3000! 3. All requests for information were additional to those that were initially requested. 4. When I’d been forced to call, second time, in order to get my car listed I was told without electronic Service History there nothing that could be done to put my car for sale! After MY follow up telephone conversation I was advised that without the proof of Service history they could not proceed; even though I was advised Service History was not required if it was electronic. Most importantly It all ended ‘fizzling-out’ & feeling FAKE: It ended not being listed;”

Helpful Report

Hello there, Thanks for your review. Sorry to hear that you were unhappy with your experience. Unfortunately, we’re unable to identify your records using the information provided here. Please respond with a unique identifier such as the vehicle registration, phone number, or email address you used to submit your valuation and I can look into this in more detail for you. In the meantime, I will respond in general terms to the points raised here. Regarding the additional photos we requested, this is because Motorway markets your car to UK dealerships, and presents 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. It is likely that some of the photos you had initially submitted didn't meet our requirements, which is why we asked you to retake them on multiple occasions. This is absolutely not a delaying tactic and your value may have been reduced due to negative factors that can affect the estimated selling price of your car such as scratches, dents, missing services etc. This is not done to reduce your price, but to ensure you have been given an accurate indication of the value of your car, which is likely to be met by dealership offers. This allows 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. In some cases, buyers' offers may also exceed the indicative estimate, so it is not a final cap on the price you can receive. I would like to look into the specifics of the other points you have raised but as stated before, we’re unable to identify your records using the information provided here. If you respond with a unique identifier such as the vehicle registration, phone number, or email address you used to submit your valuation I can look into this in more detail for you. You can also contact us on 020 3988 3388 or reviews@motorway.co.uk Best regards, Dominic Sales Support Team

“Rubbish. Far longer and more laborious process than is indicated in the commercials. Failed to achieve the agreed target price by over £1,000.”

Helpful Report

Hi John, Thanks for your review, sorry that you were unhappy with the offer you received for your car compared to the initial online valuation. 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. This allows for highly accurate price analysis at scale, so in most cases offers come out on or around the reserve price as an accurate representation of the vehicle value. This is absolutely not a cap on what you can achieve however. We operate a blind bidding system, so buyers can't see what other buyers have offered, and although we cannot guarantee there will be a high level of interest for every car sold through our platform, where competition is high, a car may exceed the estimate by any margin. Unfortunately, in this instance it looks like your car generated very limited interest from our UK wide network of dealers and only received the one offer below the estimated selling price. You’re never obligated to accept a lower offer of course, as it is a voluntary transaction for all parties throughout. I am sorry that you were dissatisfied with how the sale went but if you would like to discuss this further please contact us at reviews@motorway.co.uk. Best regards, Sam Sales Support Team

“This outfit stung me along with promises of best price for nearly 3 weeks. Emails that went into spam and valuation @ 17,100. Today, they have offered ‘through their network’ £15,300. Even We Buy Any Car have a confirmed £16k!! Waste of time!!”

Helpful Report

Hello there, Thanks for your review, sorry you weren’t happy with your offer. 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 the vast majority of cases, offers come out on or above the estimate, but in some cases may come out lower due to factors our valuations do not take into account. It appears there was a low level of interest in the car meaning that the vehicle didn’t benefit from the competition between buyers that can usually drive your price up. This could be down to multiple factors, for example, recent changes in the market valuation not yet reflected in the data, or possibly due to vehicles of this type retailing at a lower price than expected, making a higher offer untenable. In any case, you’re never obligated to accept a lower amount of course, as it is a free and voluntary service throughout. We are sorry that things didn’t work out with Motorway this time. You are of course welcome to return to sell through Motorway again but for now, we wish you the best of luck moving forward. Best regards, Dominic Sales Support team

“Think the staff work from home. The first advisor who I spoke to was shocking. I heard a child in the background call her mum and next thing I know the call was cut off. The second advisor was helpful and very informative but the price of the car was under 2k cheaper than selling it private so I refused to sell it at that price and they said there’s nothing they could do about the price. I thought it was a bid for dealers to bid on the car? Why don’t you set a reserve for the customer and go from there and everyone is happy. Just a waste of time in my opinion.”

Helpful Report

Hi there, Thanks for your review. We are sorry to hear that you were unhappy with the service you received at Motorway during your initial call. I have listened to the call and it seems that the call was disconnected while the agent was going through the initial security questions we ask all of our sellers before discussing details about their vehicle. We apologise for this and we have followed up with the agent you were speaking to. However, I am pleased to hear that agent you spoke to shortly after this was helpful and informative. Regarding your valuation, 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 can then be calculated. Naturally, any issues discussed on this qualifying call such as stone chips, dents, scratches, or any other mechanical issues will need to be taken into account which is why your estimated selling price may differ from the initial valuation. This is done so to ensure that any prospective buyers are fully aware of the condition of your car before bidding in the daily sale. This allows for highly accurate price analysis at scale, so in most cases offers come out on or around the reserve price as an accurate representation of the vehicle value. This is absolutely not a cap on what you can achieve, however. We operate a blind bidding system, so buyers can't see what other buyers have offered, and where competition is high, a car may exceed the estimate by any margin. I’m sorry that things didn’t work out with Motorway this time, and we wish you the best of luck finding a buyer for your car. If you have any further feedback please contact us on 020 3988 3388 or contact reviews@motorway.co.uk Best regards Dominic Sales Support Team

“Absolute con. They give you a minimum price and list your car but it never meets the minimum and you get under quoted and they hope you're keen enough to accept it. Use we buy any car they are honest and these people are not. Very unhappy with them.”

Helpful Report

Hi there, Thanks for your review. Sorry you weren’t happy with your offer. 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 the vast majority of cases, offers come out on or above the estimate, but in some cases may come out lower due to factors our valuations do not take into account. You’re never obligated to accept a lower amount of course, as it is a free and voluntary service throughout. I have had a look into your sale and can see that the car was entered into our daily sale at a reserve price of £18,368 but unfortunately this was not matched by any of the dealers on our UK wide network. However, you did receive an offer below this reserve which we understand you were not prepared to accept. Shortly after this, one of our sales agents reached out and discussed if you were prepared to lower your reserve price to generate more interest in the vehicle and attract more offers but this was declined. I’m sorry that things didn’t work out with Motorway this time, and we wish you the best moving forward. If you have any further feedback please contact us on 020 3988 3388 or reviews@motorway.co.uk. Best regards, Dominic Sales Support Team

“Misleading pricing, their messages look like an offer but it’s just a guess from someone in a call centre.”

Helpful Report

Hi there, Thanks for your review. Unfortunately, we’re unable to identify your records using the information provided here. 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

“Absolute con merchants. Stay well clear.”

Helpful Report

Hi there, Thanks for your review. Unfortunately, we’re unable to identify your records using the information provided here. 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

“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

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

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