I took my vehicle to the Car Hub on 10/10/2025 for a recall inspection. When I collected by vehicle left the site and discovered later in the day that two small paint chips were now on the bonnet. This was not there before I delivered my vehicle

Hi Arnold.I emailed on Friday. I followed up on Monday morning and then called late Monday afternoon.I’ve still had no response and I am very disappointed with how the entire sales process has gone.I appreciate you all might be busy, however I am a customer that has been let down! Therefore, should be prioritised given I reported the issue on day 1 of taking delivery on the car and we’re now 10 day of ownership.Please can you send me your complaints procedure and the name of the head of business at your site. I shouldn’t have to chase continuously when you as a business have failed to agree to the terms of the sale.• Sold me a car with a broken key card. I’ve paid for it, sent the invoice and not had that reimbursed or acknowledgment until I called yesterday and spoke to Ali, who said he’s seen something about that being done. No acknowledgment before I called.• You said all alloys would be refurbished but as you acknowledged on the first call and pictures I sent that it was unacceptable.• The car was driven 200 miles with tyre pressures in 3 tyres under 10-12 psi in each tyre. I was told you would have the tyres checked for damage and replaced if needed. Once again, I’ve had nothing.There is no after sales and for an organisation as big as Car hub. I find it shocking the way this complaint has been handled.As this car was purchased online and I reported issues on day one, under the consumer contracts regulations 2013, I have a 14 day cooling off period (long distance sale). If I do not hear anything back today, I will exercise that right and I want a full refund. I go on holiday Thursday and want this sorted before I leave.________________________________________Sent: Friday, September 26, 2025 10:05:19 AMTo: Arnold FerridgeSubject: Re: Alloy wheel refurbHi ArnoldCost to do full finish on all the alloys (not smart repair) is £400 plus VAT.Please confirm you are happy with this, so I can arrange for the alloys to get done. You can pay the company directly if needed.I’ve also not received any payment for the key cards. When will that be processed?Please call me to discuss today.Kind Regards,_____________________From: Arnold FerridgeSent: Tuesday, September 23, 2025 10:13:05 AMSubject: RE: Alloy wheel refurbHello Harry,Can you please contact the alloy place as we haven’t used them before and ask for a cost to get them to the standard you were expecting?Arnold FerridgeUsed Car Business ManagerMiddlesbrough HUB | BYD | ChanganCargo Fleet Lane, Middlesbrough, TS3 8AXT: 01642 240 055lookers.co.uk/HUBlookers.co.uk/BYDlookers.co.uk/ChanganSent: 23 September 2025 09:04To: Arnold FerridgeSubject: Re: Alloy wheel refurbExternal Sender: Confirm legitimacy before acting.Hi ArnoldThanks for the email.I’ve attached an image of the finish in needs to be.I’m very busy with work and home life, therefore have no time to go drop the car off and the back again to pick it up.Can a local one in coventry be used? A company https://alloywheelrefurbishmentuk.co.uk/If not, can the car be collected and a loan car dropped off to me whilst the work is getting done? The car needs to be recharged if they are taking it to Birmingham and back.I’ve also attached an image of the finish it is supposed to have (sating black) not gloss back. I have an email chain with Ali and Adam confirming this. It also needs to be all 4 alloys to be done as promised.The other outstanding items were,• reimbursing the key cards I have ordered• having the tyres checked for damage and wear whilst it was driven 190 miles with deflated tyres.I’m not trying to be picky but again things like wiper blades clearly showed they needed doing in the service section and not done since 2022. They leave a smear on the screen. When you pay £22,000 upfront for a car and it goes through a multi point check, you would expect small things like this to picked up. Again, I have no confidence or faith that any checks have been completed on the car before it being delivered to me.It’s very disappointing. You would expect this from maybe a small dell boy garage, but from someone as big as yourself who states they pride themselves on service, it’s very poor.Kind Regards,________________________________________From: Arnold FerridgeSent: Monday, September 22, 2025 12:42:06 PMSubject: Alloy wheel refurbHello Harry,I have spoken with Star city Birmingham this morning and they have said they only have a smart repairer who they believe wont be able to do a good enough job, they do have a local company they use, I am going to contact them and ask them to book you in to get the alloys rectified!

To whom it may concern,I am writing to formally raise a complaint regarding the Ford Kuga MX72YMJ I purchased from your dealership.At the time of purchase, the car was advertised as having a hands-free power tailgate and being supplied with floor mats, both of which were important factors in my decision to buy. After taking delivery, I discovered that:• The car does not have a hands-free power tailgate.• The advertised mats were not provided.• Shortly after purchase, the car required a fan replacement, which had to be carried out by my local Ford garage. This caused significant inconvenience as I was without the vehicle while the repair was completed.When I raised the absence of the hands-free tailgate with your sales representative, I was told that a power tailgate and a hands-free power tailgate are the same thing. However, Ford’s own advertising and specification materials clearly list these as different features. The inclusion of hands-free power tailgate in your advert directly informed my decision to purchase this vehicle, and had I known it was not included, I may have reconsidered or negotiated differently.I also raised the matter of the missing mats with the sales representative and was told they would need to speak with their manager. However, despite waiting over a week, I have received no update or resolution.Under the Consumer Protection from Unfair Trading Regulations 2008 (CPRs), it is an offence to give false information about a product if it causes the average consumer to make a decision they would not otherwise have made. Furthermore, under the Consumer Rights Act 2015, goods must match their description and be of satisfactory quality.The car was clearly misdescribed at the point of sale and has caused additional inconvenience due to the missing items and early mechanical issues. I therefore believe I am entitled to a remedy and request compensation of £250 to reflect:• The absence of the advertised hands-free power tailgate.• The cost of obtaining the missing mats and the delay in resolving this issue.• The inconvenience caused by the early mechanical issue requiring a fan replacement.Please confirm within 14 days that you will arrange this compensation. If I do not receive a satisfactory response, I will have no choice but to escalate my complaint, including referring the matter to Trading Standards, the Motor Ombudsman, or taking further advice through Citizens Advice.Finally, there also appears to be an emerging issue with the battery that operates the keyless entry system, which keeps going into battery saver mode. I am continuing to monitor this, and should a replacement be required, I reserve the right to seek a full refund of the cost of any battery replacement under my consumer rights.I hope we can resolve this quickly and amicably, and I look forward to your prompt reply.Regards,Christy---------- Forwarded message ---------From: Aimee and ChristyDate: Mon, Sep 22, 2025, 6:41 PMSubject: Re: Lookers car hub - Ford Kuga MX72UMJTo: Ali FarooqHi Ali,Can you please provide an update on this?ChristyOn Fri, Sep 12, 2025, 4:21 PM Ali Farooqwrote:Hi Christy,Sorry for the late response.My manager is back in tomorrow morning. I will have a word with him and get back to you.Kind RegardsAli FarooqUsed Car Sales ExecutiveMiddlesbrough HUBCargo Fleet Lane, Middlesbrough, TS3 8AXwww.lookers.co.uk/HUBFrom: Aimee and ChristySent: 11 September 2025 10:04To: Ali FarooqSubject: Re: Lookers car hub - Ford Kuga MX72UMJExternal Sender: Confirm legitimacy before acting.Hi Ali,Just to keep you updated, the car has been inspected by a Ford-approved garage, and they confirmed that a faulty fan is causing the noisy vents.It’s scheduled for repair on Monday, and they will also check the keyless entry issue at the same time.Have you had the opportunity to speak to your manager regarding the advertised mats?Thanks,ChristyOn Tue, Sep 9, 2025, 4:41 PM Ali Farooqwrote:Hi Christy,1. Im not sure what I can do in regards to wording on the tailgate, it does have power tailgate and does not have the foot operational feature as ford stopped doing that so I’m not sure what else I can say on that part.2. The best thing to do then would be to take the car to your nearest ford dealership as the car is still under manufacturers warranty so they will have a look at that and sort it if needs be and they can also have a look at the vent noise while its there.3. I will speak to my manager about this and get back to you.Kind RegardsAli FarooqUsed Car Sales ExecutiveMiddlesbrough HUBCargo Fleet Lane, Middlesbrough, TS3 8AXwww.lookers.co.uk/HUBFrom: Aimee and ChristySent: 09 September 2025 16:24To: Ali FarooqSubject: Re: Lookers car hub - Ford Kuga MX72UMJExternal Sender: Confirm legitimacy before acting.Hi Ali,Thank you for your swift reply. I’d like to clarify a few points regarding the issues we raised:1. Hands-Free Tailgate – I appreciate that the manuals are generic; however, in the manual for this vehicle, the feature we have is clearly described as a power tailgate, with hands-free feature listed as a separate option that must be equipped. I’ve attached the relevant pages from the manual to illustrate this. To me, it seems clear that Ford does not classify what we have as the hands-free version. Therefore, the wording in the listing on your websiteappears misleading.2. Keyless Entry – I have tested the settings by switching between “all doors” and “driver’s door” and back again, but the issue persists. Aimée’s father, who previously owned a Kuga, has also looked into this and agrees it does not seem to be a settings issue.3. Mats – The advert on your website specifically stated that ST Line front and rear mats were included. I’ve attached a screenshot of the listing.Given these points, please could you confirm how you would like to proceed?ChristyOn Tue, Sep 9, 2025, 4:00 PM Ali Farooqwrote:Hi Christy,1. Yes, no worries, let me know how you get on with the vent noise.2. It is handsfree tailgate as you can use the key fob to open the boot. The manuals will be generic so it will cover all models and specifications.3. In regard to the keyless entry. If you go on to the ‘settings’, then ‘vehicle settings’ then ‘locks’ look for the option labelled ‘unlocking’ then chose ‘all doors’ and that should enable the passenger side.4. With regards to the mats, was this on Autotrader on our website? I have attached our advert that we manually list as sometimes it pulls through the spec from when the car was new, with used cars if the mats are not in there we don’t put new ones in, we would have left them in there if the car came with them. I have just watched the video back that I sent you guys and cant see any mats in the car.Kind RegardsAli FarooqUsed Car Sales ExecutiveMiddlesbrough HUBCargo Fleet Lane, Middlesbrough, TS3 8AXwww.lookers.co.uk/HUBFrom: Aimee and ChristySent: 09 September 2025 15:41To: Ali FarooqSubject: Re: Lookers car hub - Ford Kuga MX72UMJExternal Sender: Confirm legitimacy before acting.Hi Ali,Following on from your email I wanted to bring a few points to your attention regarding the vehicle:1. Vent Noise – We will continue to monitor over the next couple of days and come back to you before the end of the week.2. Tailgate – The vehicle was advertised as having a hands-free tailgate. Though I appreciate you saying this is something no longer offered by Ford, the manual for the vehicle suggests a hand-free option was available. In either case the listing on your website was inaccurate.3. Keyless Entry – The keyless entry on the front passenger door does not appear to be working. The manual indicates that both front doors should have this feature, so this seems to be a fault.4. Floor Mats – The advertisement also mentioned ST-Line front and rear mats, but these were not provided with the vehicle.Given these issues, some of which may require repair, could you please advise on the best way to proceed?Thanks,Christy