Gursimron

Hi,

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The Omaze Team

Hi Gursimron, 

Thanks for your review. We’re sorry to hear that you were disappointed with the service you received. 

Having reviewed your profile, we understand that you were in contact with our Documents Team regarding the V5C for your vehicle, since there was a delay with your sale whilst you were waiting for the new document to arrive for your retained plate. 

After listening to our recorded calls, you explained that the buyer of your vehicle was happy to proceed with the collection and obtain the V5C document at a later date. Upon asking the agent for advice on this, they confirmed that the collection could go ahead with the V5C posted to the buyer shortly after, if the buyer was happy to do so. 

However, with that being said, we appreciate that during a later call, you were then advised that the recommendation was to wait for the V5C prior to collection. We apologise for any confusion this may have caused. 

Please know that, usually, the V5C is required before a vehicle collection can take place. However, in situations where there is a delay, if both you and the buyer agree to proceed with the collection on the basis of the V5C being posted to the buyer subsequently, this arrangement would be between you and the buyer only. This is only if the agreement is mutual between both parties. 

On the day of your vehicle collection, during your call with our team regarding the completion of your sale, the line had cut out unexpectedly. We do apologise for the inconvenience that was caused by this. 

Following this, the buyer of your vehicle, who was on the collection site with you, had returned the phone call, and your query was further addressed with a different team. 

During our review of all of our recorded calls, we cannot see any instances where agents ended the call due to not being able to assist you, but we apologise if you feel this was the case.

It is regrettable that your experience with Motorway was not more in line with our usual high standards of customer satisfaction, but we're pleased that you were ultimately able to complete the sale of your vehicle, and we wish you all the best going forward.

Kind regards, 

Emily 

Motorway Escalations Team

Thank you. This is a great review. We are pleased we were able to help.

Thanks

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