Had my car delivered to me today and the car was not cleaned and I have found marks and dirt all over the vechile so very dissatisfied with having just purchased the car and it to not been clean for when I take it home

VERY GOOD IM VERY PLEASED James kept me updated with everything 10 out of 10 Thanks for EVERYTHING

Good dayI am writing this particular email in regards to my son's purchase of his dream car from Lookers in Braintree (Essex).The registration of the car is: DU23 XPHThe reasoning for the communication is to advise the rather poor and lack of details with purchasing the car in relation to Gardx being applied to the vehicle.When we were in the process of negotiating the purchase we were assured of all the brilliant attributes of the product and the costings involved.We proceeded with purchasing the product and left the dealership to get the product applied.After all the finances were sorted we finally picked the car up at dusk, so the light wasn't the best to show the paintwork.The next day we checked the car and inspected the paintwork, which to our surprise was a mess with iron oxide fallout..which supposedly had then has Gardx applied on top of it...is this correct ? I am guessing not.So after speaking with the garage, it was returned to have the Gardx removed and cleaned thoroughly and reapplied. So again we went to pick the car up, and to our amazement the car was STILL dirty in the roof gullies with algie.We spoke to the manager and he offered to have the car back to reperform the application of Gardx once cleaned.We have since asked an independent car detailer and they have advised that NO Gardx has been applied to the vehicle, by showing us no beading at all of water when covered in liquid.We would like to kindly ask for yourselves to contact the branch and discuss the incidents in question.Finally, we are sorry to say but we will be asking Braintree to apply a full refund of the Gardx as we do not want to proceed any further with visiting the garage only to be advised it been done and find out the car isn't up to spec to be sold.I have purchaed a Ford Kuga from yourselves in Chelmsford and had the best service all the way through the process, particularly with Danny Batchelor (excellent employee)We hope that you can understand our position and that Braintree outlet will be able to facilitate the refund.Kind regardsMark Stevens0796 185 1049

I brought my vehicle into Braintree Ford for fluid coming into the drivers foot well which had filled the whole footwell with a slippery fluid.Was told the problem was the master cylinder and that the brake reservoir had emptied into the footwell and this was the fluid that was now under the carpet and on top inside drivers footwell.I left the vehicle to be fixed with Braintree lookers, when I returned the day later to pick my car up after being told it was fixed and ready, I got into the car and found the footwell still saturated with brake fluid as it was immediately on my shoes as I got in.Went back into garage and was told by the receptionist that they replaced the part under the warranty that the car came with but that the warranty company would authorise to sort the footwell out so they had hoovered it.This isn’t going to be fixed by a hoover which I don’t even believe this was done as there was evidence of my driveway stones still in corner of footwell.I was then told to complain to the warranty company which I have done.What is disgusting is, I’m the customer, I’ve brought my car in with a corrosion fluid all over the drivers footwell. It results in every time you get in the car it goes over your shoes/trainers. Then when you put feet on the pedals it is extremely slippery and plus I’m breathing in the smell of this fluid so is my children. I can’t believe I’ve been left with a footwell saturated as your mechanic had put on the worksheet and told effectively from both ford and the warranty company it’s mine problem. If I crash my car because of the pedals being very slippery or my children or I start suffering with breathing this corrosion fluid in I will take this further. Absolutely disgusting service from both

FORD PUMA - EO22FXPRegarding the vehicle above purchased from you on 25 August 2025, which was sold with a full service history.The car has recently undergone its scheduled major service to bring it fully in line with manufacturer specifications, including replacement of spark plugs and other standard service items. I would like to emphasise that the vehicle is currently driving well and we are not experiencing any immediate mechanical faults. However, during this service, a number of concerns have come to light.Firstly, the oil filter removed from the vehicle was an aftermarket Bosch part rather than a genuine Ford component. While I understand that aftermarket parts can be of acceptable quality, this raised questions when considered alongside the service history provided at the point of sale.Having now reviewed the history in more detail, it appears that over the past three years the vehicle was primarily serviced by Halfords, consisting largely of basic routine oil and filter changes ONLY rather than servicing aligned with the Ford manufacturer’s full schedule.Secondly, during the service a cracked plastic component within the engine bay (appearing to be part of the air intake/airbox assembly) was identified. This does not appear consistent with normal wear and tear and raises concern about the standard of previous servicing, handling, or preparation of the vehicle prior to sale.We also now have an extended warranty in place for the next four years with Ford, and I am concerned as to whether the use of non-genuine parts and the overall service history of the vehicle previously could have an impact on its long-term condition or reliability going forward.At the time of purchase, the vehicle was described as having a full service history and would be fully checked and prepared before sale due to the extended warranty. Based on this, I reasonably expected that the vehicle would have been prepared to an appropriate standard by you and maintained in line with your manufacturer expectations.In light of the above, I would appreciate clarification on the following:1. Whether the vehicle did in fact undergo any inspection or preparation by yourselves prior to sale, and what this included in this.2. Why non-genuine parts were fitted and not checked at point of sale, and whether this aligns with your preparation standards.3. How the service history was assessed as “full” given the apparent servicing history over the last three years and not in line with your schedules.4. Whether you can provide reassurance that the prior servicing and parts used would not have caused any detriment to the vehicle or will have an impact our extended warranty.Given the cracked air intake/airbox component identified, I would ask that this part is replaced as a matter of course.Additionally, in light of the concerns raised regarding service history and preparation, I would welcome your consideration of a goodwill gesture, such as a complimentary future major service.I would like to stress that I am seeking a fair and reasonable resolution and reassurance that the vehicle has been supplied to the expected standard. I have also raised a case with the ombudsman on this matter.I look forward to your response.

Good evening,I have been asked to give some customer feedback regarding my purchase of BMW 420i HV22 WFM on 22/04/25My experience of purchasing a car with you was one of two halves essentially.I dealt with James Payne throughout the process from initial contact to the point of purchase, and I have to say he is a great guy, very knowledgeable and very helpful, and easy to work with as a customer, with his relaxed style and calm approach.The problem came on pick up, which was yesterday.Having paid for the vehicle up front before collection, and having taken the offer of a two stage polish and Gardex application for the price of £450 including stone chip removal, I was expecting the car to look immaculate when I arrived. This was the most expensive car I had ever purchased and I was really excited to collect it.Instead to my disappointment, the stone chips had been missed, the paint work had swirl marks all over the car with water marks and it looked absolutely rubbish, looking like it had been taken down the road to the local supermarket carwash.James also look horrified, and immediately took control of the situation to put it right which took nearly two hours, and having got the car home I then had to set about correcting the bodywork further, as there were still swirl marks and polish stuck to the car. Not what I expected at £450, and certainly not worth it now in my opinion.James to be fair gave me a full tank of fuel to try and rectify the situation, but having had a professional detailer for Autoglym look at my car this afternoon, he agrees that the job for that cost is not where it should be.In short, the service from James was excellent, but the overall experience was let down by the poor detailing/ car preparation , and took away my special moment significantly, leaving me sitting around stressed out and angry, when that should not of been the case.RegardsStephen

I asked for a test drive of a vehicle but heard nothing further

Dear Sir/Madam,I am writing to formally raise a complaint regarding the recent service carried out on my Ford Transit van (registration: HV24 FZP) at your dealership.While I appreciate the work undertaken, there were several issues with the service that I find unacceptable and would like addressed:Firstly, upon completion of the service, I was provided with a report indicating that my rear brake pads are in the red and require urgent replacement. However, at no point during the service was I contacted to inform me of this. Had I been notified, I would have authorised the work to be completed on the same day. As a result, I am now inconvenienced by having to arrange and attend a further booking.Secondly, I was only contacted during the service regarding one tyre that required replacement. I was informed that the tyre was not in stock, which I understand; however, I requested a price for the replacement and this was not provided. During the same call, I agreed for the coolant to be topped up.Thirdly, prior to the service, I clearly informed your receptionist that my vehicle was displaying a warning message stating “Park Brake Limited Function,” and requested that this be investigated. Despite this, the service report indicated that the park brake system was functioning correctly. However, immediately upon leaving the premises, the warning message reappeared, strongly suggesting that this issue was not properly checked or resolved.Additionally, when the vehicle was returned, the locking wheel nut key was not in its usual place in the glove compartment. After raising this concern and being informed that the wheels would not have been removed during the service, we later found the locking wheel nut under the driver’s seat. This indicates that it had been used and not returned to its original location, which is concerning.Finally, I note that your website states that a Ford Video Health Check is included as part of the service. I did not receive any such video or communication, which raises concerns as to whether this check was carried out at all.Overall, I am disappointed with the lack of communication, the apparent oversight regarding a reported fault, and the handling of my vehicle.I would appreciate a response addressing these concerns, including:• An explanation as to why I was not contacted regarding the brake pad condition• Clarification on why I was not provided with a price for the tyre when requested• Clarification on why the park brake issue was not properly diagnosed or resolved• Confirmation as to whether a Ford Video Health Check was carried out, and if not, why• Assurance that greater care will be taken in handling customers’ vehicles in futureI look forward to your prompt response and a resolution to these issues.

I bought a car from lookers ford in Braintree, and felt poor customer service from the on set however I wanted the car and had a time limit so went ahead regardless. After getting the car home not only was the car badly valeted but my husband and his mechanic friend noticed the back left tyre was perished and had a chunk out of it. I straight away messaged the car salesman I purchased the car from and sent pictures and explained this is unsafe and I drive young children around. He informed me that he was very disappointed and would speak to his manager. They said they would replace the tyre and someone would call me to organise getting the car back to sort this issue. This was Saturday 21st March it’s now 28th March and I have had no phone call! I spoke to him and he said that not on.. but no resolution. I spent a lot of money buying this car outright and feel as though it’s not acceptable, I have never been dismissed by any of the other dealerships I have bought from and felt as though the aftercare and help once you’ve got the car is very disappointing from this garage.

Formal Complaint – Ford Kuga Purchase and Failure to Disclose IssuesDear Sir/Madam,I am writing to formally raise a complaint regarding a used Ford Kuga I purchased from Lookers Ford Braintree approximately six weeks ago.Since purchasing the vehicle, I have experienced repeated and serious issues with the battery. The car has broken down on two separate occasions due to battery failure, both of which required recovery assistance. This has caused significant inconvenience and raises serious concerns about the reliability and condition of the vehicle at the point of sale.More concerningly, I have now become aware that there were multiple outstanding manufacturer recalls on the vehicle at the time of purchase. These recalls were not disclosed to me prior to completing the sale, and were not found in the Ford Connect App as advised to download, but came across accidentally in the Ford Connect website. When querying the length of time the recalls had been active for I was told ‘quite a while’, however I was assured there were not serious or urgent. However I still find this unacceptable, as I would reasonably expect that:• Any vehicle sold by a main dealership would have all recall work completed prior to sale, or• I would be clearly informed of any outstanding recalls so I could make an informed decisionNo details of the recall are active on the Ford Pass app I was assured held all the vehicles information on. Only in logging in through the website was this discovered.The failure to address or disclose these issues calls into question whether the vehicle was of satisfactory quality, fit for purpose, or as described, in line with my rights under the Consumer Rights Act 2015.Given that I am still within the first six months of ownership, I understand that any faults are presumed to have been present at the time of purchase unless proven otherwise. As such, I request that you take immediate action to resolve this matter.Specifically, I am requesting:• A full and thorough inspection of the vehicle• Immediate completion of all outstanding recall work (booked for 31.3.2026)• A clear explanation as to why these issues were not identified or disclosed prior to sale• Appropriate compensation for the inconvenience, disruption, and recovery incidents, one of which had me stranded at my work for 2 hours.Please treat this as a formal complaint. I expect a written response within 14 days outlining how you intend to resolve these issues.If this matter is not resolved satisfactorily, I will have no hesitation in escalating the complaint further, including to the Motor Ombudsman and pursuing my rights through other appropriate channels.I look forward to your prompt response.