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oneleggedtog

courtesy car problems

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Has anyone else had problems with garages & adapted courtesy cars ?

My car needs some warranty work and the garage want it for 3-4 days. I dont live near a bus stop or town so a car is essential.

I am asking them to fit standard hand controls to a courtesy vehicle everybody else is entitled to drive during warranty work, so I can drive it legally. I use a left foot throttle but I understand hand controls are pretty standard and have been when I have hired a car abroad without a problem.

I understood the UK disability discrimination act was supposed to allow me equal access to goods and services (with reasonable adaptations) I have been to two franchised dealers who have flatly refused to give me a car with hand controls. |Basically sayng it is too much fuss and costly for them. I have mentioned the DDA to them and one refused me warranty service because I made a fuss. I simply told them I thought they had a duty under the DDA to let me have hand controls.

I spoke to the vehicle manufacturer who said they cant help me and it's up to the dealer.

So the bottom line is I shut up and put up without a car for days or I have to take the dealers to the small claims court myself to try to get them to adhere to the DDA. I really dont want to have to organise a small claims court case and I expect the dealers know that.

The DDA seems a pretty worthless piece of legislation to me in the face of car dealers intransigence & the fact it's up to the individual to mount a court case to begin to get anything done.

Anybody had any similar experiences ? Is there any help I can get ?

Thanks

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Hi,

I have never managed to get a garage to provide me with even a standard automatic courtesy car so don't think you stand a hope in hells chance of getting one to provide you with one with hand controls. I have never understood why even dealerships who are motability scheme accredited do not provide an automatic car for the use of customers. They will do anything to get us to go to them for our car in the first place, the least they can do is provide a decent customer service.

Lynne

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I think the thing is it's a "courtesy car", ie a freebie they offer as a courtesy in which case they have no obligation to supply anything.

Why not just use one of their standard auto's, I drive with my left leg and have never had any real issues using a standard configuration. Occasionally the fit is a little awkward on hire/loan cars but fine for just getting around a bit.

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I come across this all the time, and do get quite frustrated by it, however always make a point of asking for a courtesy car with hand controls (though they never have one) and making a point about it, in the hope that someone might think about it and in time if enough people ask, perhaps they will supply it.

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I have and it isn't relevant as it's talking about the provision of a coutrest car while accident repairs are carried out (in which case if it isn't your fault it is up to the other sides insurance company to provide you with transport until your car is fixed and back on the road).

Under the DDA it doesn't matter if it is a "courtesy" car or not the fact is it is a service offered to non-disabled customers so it should be offered to disabled customers as well. If the dealership runs a motability scheme where by it claims to specialise in selling adapted vehicles then it should be able to offer some kind of alternative option for disabled customers.

The reality is that it's never going to happen, about a year ago I needed to hire an automatic van to move house. I called all the local companies first and got nowhere, most said that manufacturers don't even make van in auto (the transit has been available as an auto since it was launched). Next step was the bigger international firms. I figured that they'd have something in their fleet that could be delivered to my area for my hire, the size of the company allowing them to operate a small number of vehicles accross the country. Again, no luck. When I asked how they thought this complied with the DDA one company actually said "well it's not like someone in a wheelchair is going to move house on their own is it? Maybe you should give a removal company a call instead"

I gave up in the end and earlier this year I got myself an automatic pick-up. It's great for carrying stuff and it looks real mean too plus the 4 wheel drive means I can go anywhere!

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Agree with everything you say. Just that one line did apply: "...specifically commits to providing a replacement, you don’t have a right to a loan car. the Motability Car Scheme needs to be pushed into enforcing their agreement with dealers.

Premier Partners must have at least two named and trained Motability Specialists with at least one available each day the dealership is open. Dealer Partners are required to have at least one trained Motability Specialist

Provision of alternative transport methods, if required, whilst a car is being serviced or repaired.

In addition, Premier Dealers are required to undertake the following:

  • Provide home visits for anyone requiring it, for the qualification and selection process. (Not for car handover).
  • Actively promote the scheme locally through marketing and advertising and have links with local disability groups.
  • Provide courtesy cars, if required, where a minimum of three weeks notice is given, when a car is being serviced or repaired.
  • Provide "While you wait" MoT service by appointment.
  • Provide a wash and vacuum service following service or repair.
  • We are continually looking at ways to ensure that customers receive the very best standards of customer service from our nationwide network of over 4,500 partners. We have recently introduced new standards for the aftersales and service centres in dealerships.

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Has anyone else had problems with garages & adapted courtesy cars ?

My car needs some warranty work and the garage want it for 3-4 days. I dont live near a bus stop or town so a car is essential.

I am asking them to fit standard hand controls to a courtesy vehicle everybody else is entitled to drive during warranty work, so I can drive it legally. I use a left foot throttle but I understand hand controls are pretty standard and have been when I have hired a car abroad without a problem.

I understood the UK disability discrimination act was supposed to allow me equal access to goods and services (with reasonable adaptations) I have been to two franchised dealers who have flatly refused to give me a car with hand controls. |Basically sayng it is too much fuss and costly for them. I have mentioned the DDA to them and one refused me warranty service because I made a fuss. I simply told them I thought they had a duty under the DDA to let me have hand controls.

I spoke to the vehicle manufacturer who said they cant help me and it's up to the dealer.

So the bottom line is I shut up and put up without a car for days or I have to take the dealers to the small claims court myself to try to get them to adhere to the DDA. I really dont want to have to organise a small claims court case and I expect the dealers know that.

The DDA seems a pretty worthless piece of legislation to me in the face of car dealers intransigence & the fact it's up to the individual to mount a court case to begin to get anything done.

Anybody had any similar experiences ? Is there any help I can get

I don't know about loaner cars from the dealerships but with the rental cars they are required by law to provide you with a car with hand controls given 48 hour notice and I have used that service on several occasions.

JudyH

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The sad truth is you're right, the DDA is pretty worthless.

I ride motorbikes which need servicing every 4000 miles (which is about every six months for me). Now I understand that there are even fewer adapted motorcycles around so when I booked my bike in for a service I asked the local dealer if they'd allow a friend to deliver the bike and pick up a courtesy bike in order to get home (30 miles away). They said that they'd only let the owner take a courtesy bike but even if they had a courtesy nike that I could ride they wouldn't lend it to me because the fact that I was missing a leg wasn't a good advert for my riding skill!!!!

So off I went to another dealer who also sells cars by the same manufacturer and asked if, because they were unlikely to have a bike adapted for my needs, I could use one of their courtesy cars instead. This they agreed to as they wanted to be as flexible as possible, so I booked my bike in for a service and they noted that I'd need an automatic car as a courtesy vehicle. On the day I showed up with the bike and filled out the forms for the car, went out to the car park to descover a manual. When I returned to the service desk I was informed that they didn't have any autos in the company and I'd have to make do.

End result? For 3 years I booked the servicing in my mates name and he pretended it's his bike. Then I sold the bike and purchased a new one from a much more friendly and helpful dealer who either collects and returns my bike from work or gives me a lift and picks me up when my bike is ready. OK its not as good as a courtesy bike but it does save me waiting at his shop all day with nothing to do and nowhere to sit (except on the shiny new bikes that i want to buy).

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Recently I had body work done on my car due to an accident and I requested and received a rental hand controlled car which was covered by my Allstate car insurance. I phoned Allstate first as I have car rental insurance and told them I needed a hand controlled car and they contacted the body shop to ensure that they provided me with a hand controlled car. I have never asked for a courtesy car in a auto repair shop, as I usually wait or have them drive me home and pick me up in their courtesy pick-up van.

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Hi

If you warranty includes use of a courtesy car for when warranty repairs need to be done then you have bought this "courtesy" car loan as part of your warranty. Therefore, the DDA can be enforced, if they are unable to provide there courtesy car with hand controls they must then sub-hire an adapted vehicle on your behalf. Unfortunately, the DDA does not go far enough in my opinion as it is up to you to take them to court.

On another thread, my Motability car was recently involved in a serious accident when "white van man" drove up a road in the wrong direction I swerved but he hit me side on. I must say that Motability has done me proud. The insurance covers you for a courtesy car, while yours is being repaired and as soon as I explained that i needed a left foot accelerator they swung into action.

It took a few days to arrange due to the accident happening over the Christmas period, but there was good communication between Motability, RSA insurance and myself and within five days an adapted car was driven down from London. At first, they offered me a Nissan micra, but i explained this would be too small for me, so they sent me a Seat Alhambra a 7 seater MPV with a left foot accelerator and should i ever need it a wheelchair hoist! It is a lovely car with amongst other things heated seats ideal for the time of year.

Unfortunately my car has since been “written off” by the insurance company and Motability have said I can keep the courtesy car until I get a replacement car, which as I have had to apply for funding as the advance payments have gone through roof and due to my height cannot find anything reasonable to accommodate me.

I hope to get a new car in a few weeks but until then I have what my daughter describes as “The Big Red Bus“!

Neil

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Hi

If you warranty includes use of a courtesy car for when warranty repairs need to be done then you have bought this "courtesy" car loan as part of your warranty. Therefore, the DDA can be enforced, if they are unable to provide there courtesy car with hand controls they must then sub-hire an adapted vehicle on your behalf. Unfortunately, the DDA does not go far enough in my opinion as it is up to you to take them to court.

On another thread, my Motability car was recently involved in a serious accident when "white van man" drove up a road in the wrong direction I swerved but he hit me side on. I must say that Motability has done me proud. The insurance covers you for a courtesy car, while yours is being repaired and as soon as I explained that i needed a left foot accelerator they swung into action.

It took a few days to arrange due to the accident happening over the Christmas period, but there was good communication between Motability, RSA insurance and myself and within five days an adapted car was driven down from London. At first, they offered me a Nissan micra, but i explained this would be too small for me, so they sent me a Seat Alhambra a 7 seater MPV with a left foot accelerator and should i ever need it a wheelchair hoist! It is a lovely car with amongst other things heated seats ideal for the time of year.

Unfortunately my car has since been “written off” by the insurance company and Motability have said I can keep the courtesy car until I get a replacement car, which as I have had to apply for funding as the advance payments have gone through roof and due to my height cannot find anything reasonable to accommodate me.

I hope to get a new car in a few weeks but until then I have what my daughter describes as “The Big Red Bus“!

Neil

Sounds motability are being very helpful Neil. Will have to remember this if I am in the situation of needing a courtesy car again. You are right about the increase in advance payments though.

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Hi Ann & Neil

I have found very few places that will supply a courtesy car fitted with hand controls. It's such a problem that if I'm ever in the position again I've decided to get myself a set of transferrable hand controls (e.g. Bekker) and pop them in an automatic hire car. I've checked and it is all legal. :biggrin:

Lizzie :smile:

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Hi Ann & Neil

I have found very few places that will supply a courtesy car fitted with hand controls. It's such a problem that if I'm ever in the position again I've decided to get myself a set of transferrable hand controls (e.g. Bekker) and pop them in an automatic hire car. I've checked and it is all legal. :biggrin:

Lizzie :smile:

Sounds good Lizzie. I wonder why these 'motability accredited' garages, can't keep a set or two of these available for customers to use, if needed. Maybe I will suggest it to motability.

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