Auction - Questions
Does the advertised vehicle price include VAT?
Yes, unless the vehicle price is listed as [£price+VAT].
What happens if the car doesn't sell?
If no bids meet Mobilize’s minimum sale price, the vehicle will re-enter the sale until it approaches its pre-booked collection date. If the vehicle doesn’t meet Mobilize’s minimum sale price and cannot be relisted due to the pre-booked collection date, the vehicle is withdrawn and returned to Mobilize via their own process.
How does pricing work?
Pricing is based on Mobilize’s guidance; they use their own data, based on vehicle condition, to determine the value of vehicles listed on our marketplace.
My bid is under offer; why have I not been contacted?
If the offer is too far under Mobilize’s minimum sale price, it will not be considered by them. If the bid is close, a member of the team will reach out to discuss the bid and raise your offer as a provisional to Mobilize.
Post-auction - Questions
What communication do I receive once I’ve won a vehicle?
You will receive an email detailing the collection date, V5C status, delivery address and your contact details.
Can I collect the vehicle myself?
No — Motorway Move collection is required on all Mobilize vehicles. The collection date is pre-booked with the customer before it enters the sale, based on their end of contract. This is non-negotiable and ensures the BVRLA inspection takes place at the point of handover. More information on Motoway Move can be found here.
What is a BVRLA inspection?
A BVRLA inspection is an assessment of a leased or rented vehicle’s condition at the end of its contract, judged against the official standards set by the British Vehicle Rental and Leasing Association.
Why can't I see the seller's contact details?
Mobilize customers are protected under a managed communication process. All queries go through the Enterprise Post-Sale team.
Why can’t I view the documentation on the listing?
For customer privacy protection, customer contact details are never disclosed. Neither driving licenses nor settlement letters are required, so these documents will not be provided. Motorway handles all post-sale communication directly. V5Cs are released after payment, the status of these V5s are dependant on the type of customer.
Live Collection - Questions
What will the report look like?
The report will be formatted in a similar way to standard Motorway Movements; the inspector will capture all damage present on the vehicle, in line with BVRLA standards.
What if the vehicle has more damage than shown in the listing?
The collection report captures the vehicle's condition at the point of pickup. Any discrepancies between the listing and the collection report should be raised with the Motorway Enterprise Post-Sale team promptly via 020 3988 4306. If you need to make a price adjustment due to additional damage, please contact 020 3988 4306 or mobilize-fs-dealer@motorway.co.uk
Do I need to submit a price adjustment form?
No. As all Mobilize purchases have to be collected via Motorway Move, all evidence for a price adjustment is already detailed in your collection report. Price adjustments can be discussed with the Enterprise Post-Sale team on collection.
Delivery - Questions
When will I get the vehicle delivered to me?
You can expect to receive delivery of your vehicle within 24-48 hours after the driver has been released.
What if there’s a problem upon delivery?
If there are any cosmetic damages that were not noted in the collection report. You must ensure that this is added by the driver as ‘new damage found’ on the Proof of Delivery (POD) section of the Motorway Collect app. A copy of the POD will be sent to you once complete and can be viewed in your Pro Account. You will be required to submit a Transport Claims Form. Please note that this claim will be handled by the Transport team. Should mechanical problems arise with the vehicle, you may submit a claim through Motorway Protect, which is our dedicated mechanical reimbursement scheme, which is included with all Mobilize purchases at no additional cost.
The V5C was not delivered with the vehicle, where is it?
If the customer has the V5 in their possession, it will be mentioned in the collection report and included with the vehicle upon delivery. If the customer does not have the V5 in their possession, a photocopy of the V5 will be supplied via email within 24-48 hours of payment. The physical document will follow in the post. Please contact the team if you have any issues with your V5Cs.
Where is the inspection report, and how do I approve it?
You will be emailed the inspection report on the day of collection; you will also be able to find this in Motorway Pro. A member of the team will reach out to you to confirm that you are happy to proceed and initiate payment.
What buying fees, transport charges, discounts and cancellation charges apply?
All buyers fees will be visible on the listing. For all Mobilize movements, Motorway Move is charged at £60 for the first 50 miles and £0.95 per mile after that. Any aborted movements are charged at 50% of the transport cost. Any promotions or discounts will be listed clearly on Motorway Pro.