Good service

Thank you for taking the time to talk with me. I have listed below the sequence of events. I have supporting emails to date (156 regarding the Volvo - FH21LKF & 97 emails for the replacement Ford Kuga - BT72FJD).31st October 2025 - we bought the Volvo.1st November 2025 - ABS sensor warning light on the dashboard and subsequent auto handbrake issues.10th November 2025 - car taken in and courtesy car given.20th November 2025 - car fixed. (full tank of petrol given and car cleaned which was a nice touch).21st December 2025 - Emailed James about boot strut failure.7th January 2026 - Chased James as no reply.8th January 2026 - James emailed and apologised that it had slipped his mind to respond.15th January 2026 - Volvo in to repair struts.23rd January 2026 - car repaired.25th January 2026 - got home car not pulling forward or backwards (this is only 2 days after we got it back and was the last time we drove the car…). Emailed James who said to do a RAC recovery of vehicle to Bishops Stortford.26th January 2026 - Given courtesy car whilst the car was with garage.27th January 2026 - James confirmed the car had been received by Bishops Stortford.9th February 2026 - Emailed James for an update on the complaint.12th February 2026 - Rob Clifforth called and said we could either wait for the repair or be given a full refund and take another car. We chose the latter.14th February 2026 - James spoke to us at the dealership and said that we needed to wait for the Volvo to be repaired under warranty before swapping the vehicle (not explained by Rob Clifforth).23rd February 2026 - Chased James by email for an update. Told in so many words that there was no update and I will be told if there was one. A little abrupt to be honest.26th February 2026 - Claim submitted under warranty (why did that take 1 month to progress?)4th March 2026 - Warranty people rang me about the claim. I gave them my understanding of the fault and that I believed it was sensor issue originally and different fault now. I emailed James to advise of the same.5th March 2026 - went to look at alternative cars for the Volvo. Looked at a Ford Kuga but was tatty as anything and evidence of a leak / failed part by the thermostat (I have pictures). James said paint protection would be given as free for the issues encountered (but it wasn't given when we chose an alternative car also a Ford Kuga - BT72FJD).11th March 2026 - saw a better Ford Kuga at the Sudbury dealership so drove over to take a look. Explained everything and was still asked to pay £250 deposit. They spoke to the Braintree Lookers who were quibbling that it wasn't a big financial gain on the sale (but we are still valuable customers nonetheless).James called and asked why we had gone to Sudbury. We explained that is where the car we wanted was held. He said that he would get it to Braintree to transfer over.13th March 2026 - Car arrived at Braintree. James sent a short video by text.22nd March 2026 - Chased James for an update on the warranty claim.24th March 2026 - James apologised for the delay in replying. He stated that the Bishops Stortford garage had bent over backwards to get the claim through or so we thought.31st March 2026 - James emailed that I had given the wrong information to the warranty company that had delayed the claim which again was borderline abrupt (I made a complaint to the warranty company and a data subject access request). The warranty company upheld my complaint and wrote an email to the garage (James and Rob) with me in copy that the delay was not due to me. It was confirmed that the delay was actually because of non-response by the garage at Bishops Stortford.8th April 2026 - went into the dealership and spoke to James and Rob. Explained that I just got off the phone with the warranty complaints team who said Bishops Stortford were delaying the claim and we were both stuck in the middle. I followed up with an email when I got home giving them until 17th April to resolve or, we would be bringing the courtesy car back and want a full refund in accordance with the Consumer Rights Act 2015.10th April 2026 - spoke to the warranty company who said it wasn't my fault there had been a delay and it was due to the garage. See screen print attached.10th April 2026 - Rob Clifforth called me that he was sorry and what did I want (he was nice and seemed sincere). I explained the new car ready to take regardless of the old car being repaired which isn't our problem (I think the claim is ongoing still!!!).13th April 2026 - picked the new car up. No mention about the outstanding recall on the Ford Kuga or not to charge beyond 80% due to risk of damage / fire! We had been charging to 100% and I have a young family who were regularly in the car. There was no mention of honouring the paint protect as previously by James. Also, we were charged an extra £450 for the warranty as the hybrid attracts more risk than the Volvo. Also, the car insurance was £275 dearer. So that is over £1000 I had to pay for the transfer of vehicle which isn’t great. Also, the car was not ready and roadworthy (see ongoing problems with the sensors below).19th April 2026 - realised that the parking sensors on the car had been turned off at point of sale. These were on during the 3 test drives prior. After turning this on the sensors were lighting up like a Christmas tree (linked to when it is raining). See attached screen print.21st April 2026 - Chased James by email as no reply.22nd April 2026 - James messaged that he asked John from servicing to ring me.23rd April 2026 - no reply from John so called the garage myself and made an appointment. I emailed James to confirm the same.24th April 2026 – The Braintree Looker garage determined that a new front right sensor was needed on the car. They ordered this and said they would call when it was ready. Noticed after picking the car up they had scratched the inside doorframe paintwork on the driver’s side of the car. I contacted the garage on the Saturday and mentioned this and they said it would be looked at when the sensor was fitted.29th April 2026 – Emailed James to check if he had cancelled my tax on the Volvo as not done at the point of sale of the Kuga. He hadn’t but was apparently waiting for the end of the month. Still unclear why when we bought the new car on 13th April…The Kuga has been in on 3 separate occasions since then and due to go back in on 15th June 2026 still for the same issue of the parking sensors. That will be 8 days in total in the garage which is a long time to fix such a problem surely...19th May 2026 – Car booked in without a courtesy car as not available. The senor was fitted but didn’t fix the car and they didn’t fix the paintwork as apparently the paint team were allegedly not available. That was an hour walk to drop off and pick up the car. Told on collection by John they would take it for 3 days next time and make sure the issue is identified and fully resolved*.*26th May 2026 – Car taken back in and called by John the same morning to ask if the issue arose when it had been raining. Advised yes, that might be right. Three days later chased up for the car as going away to Lake District on that Friday and needed my car back. I was told they wet the bumper and couldn’t replicate the issue. They had repaired the paintwork though (after checking it wasn’t a great job). Told to watch and see and, come back if it reoccurred.28th May 2026 in Lake District and it had rained and the fault with the sensors occurred again. Why hadn’t the garage wet the whole car? They had it for 3 days (5 in total!).1st June 2026 – Emailed James and Rob that I had installed the Ford app on my phone and noted the recall on the car and that I wasn’t made aware of this at point of sale (no reply to this).8th June 2026 – Emailed James and Rob again to ask what I need to do in respect of the recall. Emailed back from James that he did get the previous email and to wait for the fix by Ford. Another example of no apology or recognition of any wrongdoing.10th June 2026 – Spoke to Ford directly about the issues with the recall on the car and what is the situation. I also mentioned that I wasn’t happy it wasn’t made clear to me at the point of sale. They said it is a franchise arrangement and to contact the garage directly. I emailed Rob directly with James on copy and to date I have received no acknowledgement whatsoever. It is all radio silence.15th June 2026 – Car now due in again for another 3 days to investigate. Understandably I have no confidence whatsoever in this being repaired and equally I am worried about more damage being done to the car in the meantime.Overall:It has cost us over £1000 to change the Volvo which we only got to drive circa 2 months we owned it (6 months owned in total)We needed to drive over to Bishops Stortford at our own time and expense to pick up our belongings. The garage were unresponsive to calls and emails it took real effort. That is consistent with what the warranty people were saying.We have been given a swapped car and that was not fully checked before it was sold as that would have picked up the parking sensor issue.The recall was also not mentioned and that it outright dangerous. We likely wouldn’t have bought the car if we had of known of the issue with the car and gone for something else.I have no faith in either your Braintree dealership or garage customer services or competency to either sell me a car that works fully or, to repair the one we have which is still not right.I also worry now that I have made a complaint with Rob Clifforth that this will be used against us for the car of the car and ongoing service, including through the warranty.I have literally spent multiple days proactively trying to resolve the issues with the 2 cars (this email has taken me over 2 hours to compile alone) and we are entirely faultless in our efforts and after all we are customers. We certainly do not feel that we have been treated fairly and we have very little trust or faith in matters going forwards. That is not presumed to be deliberate but, it cannot be denied based on the majority of information provided above. I held back with some of the information as it too onerous and convoluted to include but can be provided on request, we have been let down completely.We are both vulnerable and new to the area. We were relying on trust and integrity. Where is this services that is allegedly provided as implied by the Google reviews.In honesty, I am also doubtful that this complaint will be taken with any credibility or with any material recognition of the absolute nightmare we have lived the last 8 or so months. Many sleepless nights without a clue what is going on.We are utterly exhausted of the whole affair and it would take something astronomical to change our minds about Lookers going forwards.Thank you,David Stuart

Hi Ann,The dealership the conducted the MOT is Ford Lookers Braintree. Please see my complaint below can this be forwarded to the service manager at the branch.​I am writing to formally raise a serious complaint regarding an MOT test carried out at your Lookers Ford Braintree branch on 19/02/2026 for a vehicle, registration KT67BDO. The mileage at the time of the MOT was 88972.​Recently, at a mileage of 90179 about 1200 miles since your garage issued the MOT pass—the vehicle was inspected and found to have severe, dangerous defects that were completely missed or ignored during your test:​Brakes are 100% worn: As a franchised dealer and approved MOT testing station, you are fully aware that brake pads do not degrade from a safe, passing thickness to 100% worn in 1200 miles of normal driving.Under Section 1.1.13 of the DVSA MOT Inspection Manual, brake pads worn below 1.5mm constitute a "Major" or "Dangerous" defect.​Leaking shock absorber: A fluid leak on a shock absorber is a clear "Major" defect under Section 5.3.2 of the DVSA manual. A leak severe enough to be identified now would have undoubtedly shown signs of misting or leaking at the time of the MOT, which legally required a failure or, at the absolute minimum, an advisory.​By issuing a pass for this vehicle, Lookers Ford Braintree has breached the standards set out by the DVSA. More importantly, you have compromised my safety and the safety of other road users by allowing an unroadworthy vehicle back onto the road.​I expect a prompt and satisfactory resolution to this matter. Specifically, I am requesting:​​To be reimbursed for the cost of the remedial work required to fix the brakes and suspension that should have been identified.​I will retained the heavily worn parts and the independent inspection report as evidence. If we cannot reach an amicable resolution within 5 days, I will escalate this matter formally to the DVSA (formerly VOSA) under their "Complain about an MOT" procedure, which can result in an investigation into your testing station and the specific tester who issued the certificate.I will also forward this complaint to Motor Ombudsman and Ford UK Customer Services.​I look forward to hearing from you by no later than 17/06/2026 with your proposed resolution.​Yours sincerely,

All good ThanksG.Goodchild

We purchased our Ford Kuga from you at Lookers Braintree the beginning of April (registration NG22 PFN, now X321 GRN), and unfortunately we have been very disappointed with the vehicle and the service we have received since the purchase.When we collected the car, it had not been professionally valeted to the standard we expected. We also paid extra for the GardX treatment, but we do not believe this was carried out at that time.On our journey home, we noticed a knocking noise coming from the rear of the vehicle. We contacted you and were asked to return the car a few days later for inspection. As we live approximately 1.5 hours away from your garage, we were told that a courtesy car would be available. However, when we arrived, no courtesy car had been arranged, leaving us waiting around for nine hours while the vehicle was repaired. We were informed that the issue was a faulty drop link, and that the GardX treatment had been reapplied.After collecting the car and setting off home, the oil warning light came on. The following day, when the engine was cold, we checked the oil level and found it to be very low. As a result, we had to purchase the correct oil from our local Halfords and top it up ourselves.During that journey, it also began raining and we discovered that the windscreen wiper blades were badly deteriorated and ineffective, severely affecting visibility. We had to replace these ourselves as well.I was under the impression that the vehicle had undergone a comprehensive inspection before being handed over, and issues such as low oil and worn wiper blades should not have been overlooked.As we do not regularly drive on dual carriageways or motorways, it was not until we went on holiday last week that we discovered another significant issue. At speeds of around 70 mph and above, the vehicle develops a severe vibration that can be felt throughout the entire car.Upon returning home, we contacted your service department and arranged for the vehicle to be inspected on 8 June, again with the understanding that a courtesy car would be provided. After making the 1.5-hour journey to your garage, we discovered that no courtesy car had been booked. We then had to wait a further four hours while the vehicle was checked.We were subsequently told that the issue was due to wheel balancing. We also raised the issue of a scratched reversing camera and were informed that we would need to return again to have this addressed.Unfortunately, after leaving the garage and driving back on the dual carriageway, it became immediately apparent that the vibration issue had not been resolved and remains exactly as before.Given the number of problems we have experienced, the inconvenience caused, and the repeated need to return to your garage, I am extremely dissatisfied with both the vehicle and the overall experience. At this stage, I would like to discuss the possibility of exchanging the vehicle for an alternative car or a refund. The car has been booked in for next Monday 15th but I'm bringing back today as I've had enough as I feel I can't drive it around like this because of safety issues. Causes could be shaft bearing on front diff or the carrier on prop shaft from front to rear diff according to a ford mechanic. Everything need to be sorted while it is there including the battery charging issue and rear camera.I look forward to hearing from you and hope we can reach a satisfactory resolution.Kind regardsJane and stan green 07867582150

I am extremely disappointed with the level of service I have received since purchasing my vehicle from your garage.I purchased my vehicle from you on 02-05-26 and was delivered it in a dirty unclean condition on the 05-05-26 also noticing that the parcel shelf clip was broken and also the tyreAs a gesture of goodwill, you offered a full tank of fuel and a valet, which was initially booked for 13/05/2026. At the same time, the parcel shelf clip was due to be repaired. However, I received a call cancelling the appointment because the required part had not arrived. During this conversation, there was no mention of the tyre issue I had previously raised.A new appointment was then arranged for 03/06/2026. You had my vehicle for almost six hours, during which the parcel shelf clip was repaired and the vehicle was provided with a full tank of fuel.Following this appointment, I received the vehicle health check report regarding the tyres. I was shocked to discover that the tyre I had previously reported as damaged had been marked as a red alert item requiring urgent replacement. When I mentioned the tyre not long after I received the car. This raises serious concerns. As part of the preparation process before selling a vehicle, I would expect essential safety checks to be carried out, including inspections of tyres, brakes, and fluid levels. How was a vehicle allowed to be sold with a tyre in such a dangerous condition?This has led me to question whether the vehicle was properly inspected at all before being sold. A red-alert tyre is a significant safety issue that should never have been overlooked. I have two young children who regularly travel in this vehicle, and I am extremely concerned that the car was sold in an unsafe condition. As a result, I now have doubts about the accuracy of the information I was given regarding the overall condition of the vehicle.In addition, when the vehicle was booked in for the tyre replacement, I was informed that the complimentary valet would also be completed. To my surprise, I arrived 10 minutes before closing time only to be told that the valet had not been carried out because the staff had already gone home. This is simply not acceptable.I returned again today, and once more you had the vehicle for most of the day. Although the tyre was finally replaced, the valet was again not completed. This is now the third occasion you have had possession of my vehicle, despite repeatedly assuring me that the valet would be carried out.The after-sales customer service I have received has been appalling. I have had to continually chase updates and arrange appointments myself. At no point was I proactively updated while my vehicle was with you. Nearly five weeks have now passed, and I am still pursuing issues that should have been resolved long ago.The level of service I received during the purchase process was excellent, and it seemed that nothing was too much trouble while my payment was being secured. However, since taking ownership of the vehicle, the experience has been completely different. I have been left dealing with unresolved issues, broken promises, and serious concerns regarding the safety checks carried out before the vehicle was sold.I would appreciate this matter being investigated as a priority and would like a response outlining how you intend to resolve these concerns.

Very pleasedSent via BT Email App

No response

I am writing to formally raise a complaint regarding the condition of the Ford Focus 1.0 EcoBoost that I purchased from Lookers Ford Braintree in February 2026, together with my serious concerns regarding the manner in which my recent service appointment was handled on 1 June 2026.I purchased the vehicle from Lookers Ford Braintree in good faith and, at the same time, purchased a 48-month RAC warranty through the dealership to provide additional peace of mind and protection should any issues arise. As a customer purchasing from a main dealer, I expected the vehicle to be of satisfactory quality, properly inspected prior to sale and supported by a professional aftersales service.Unfortunately, my recent experience has left me with very little confidence in either the vehicle or the level of support I have received.My concerns began on 27 May 2026 when my vehicle displayed a "Check Engine Oil" warning message. Upon checking the Ford app, I could clearly see that the engine oil and filter had been replaced by Lookers Ford Braintree in February 2026 prior to the sale of the vehicle. However, despite this, the app was also showing an oil life reading of 0%.As a customer who had owned the vehicle for only four months and driven approximately 5,000 miles since purchase, I found this extremely concerning. It is difficult to understand how a vehicle that had supposedly undergone an oil and filter service prior to sale could already be displaying an oil life reading of 0%.I therefore contacted the dealership and was advised that the vehicle should not yet require another oil service and that I should bring the vehicle in for inspection.The following day, the engine management light illuminated. As someone with no mechanical expertise, I was understandably concerned that a vehicle purchased only four months earlier was now displaying multiple warning messages.I contacted the salesperson who sold me the vehicle and was advised to contact the service department. During my conversation with the service team, I again explained that the vehicle was displaying oil-related warnings despite the oil and filter reportedly having been changed by the dealership prior to sale. Despite this, I was advised that the issue could potentially relate to the oil and filter and an appointment was arranged for 1 June 2026.Upon attending the dealership, I discussed the issues with a member of staff who was polite and professional. During that conversation, I opened the Ford app and noticed a further warning message stating "Service Engine Soon", which had not previously appeared.I explained that I was relying upon the dealership's expertise to diagnose the issue and made it clear that I would only authorise repairs that were covered under the RAC warranty purchased through Lookers.As I was due to work a night shift later that day as a police officer, I specifically requested updates throughout the day. I appreciate that service departments are busy and I had no issue with allowing sufficient time for the vehicle to be inspected. However, I asked to be kept informed of any developments.Unfortunately, what followed was extremely disappointing.At approximately 14:23, I received a text message advising that a vehicle health check had been completed. Upon reviewing the video, I discovered that my vehicle required a catalytic converter replacement.No member of staff contacted me to explain the diagnosis.No member of staff contacted me to discuss the findings.No member of staff contacted me to discuss warranty implications.No member of staff contacted me to explain the next steps.Despite remaining on site and specifically requesting updates, I was left to discover for myself that my vehicle had developed a significant fault.I remained in the dealership waiting for someone to discuss the matter with me. Eventually, at approximately 15:30, having heard nothing further, I approached the service desk myself to ask for an update. I was then asked whether a colleague had already spoken to me. When I advised that nobody had, it became apparent that I had effectively been forgotten about.I find this completely unacceptable.A customer should not be left sitting in a dealership for hours after a significant fault has been diagnosed, only to discover that no one has communicated the findings or discussed the next steps.I was eventually informed that fault code P0420 had been identified and that the catalytic converter required replacement. I was advised that an enquiry had been submitted to the warranty provider and that it could take several days to receive a response.I then asked whether a courtesy vehicle could be provided. Given that I rely on my vehicle to travel to and from work and that I was now being advised that a significant component required replacement, I believed this was a reasonable request. However, I was informed that no courtesy vehicle could be provided because one had not been pre-booked.What I found particularly frustrating was that I was advised that driving the vehicle should be avoided unless necessary, yet I was simultaneously provided with no alternative transport and no immediate repair solution.I therefore had little choice but to leave with the vehicle and continue using it.I am also deeply concerned that a vehicle purchased from Lookers Ford Braintree only four months ago now requires a catalytic converter replacement after approximately 5,000 miles of ownership.I have since reviewed the maintenance inspection documentation provided with the vehicle and note that the inspection checklist specifically includes a requirement to check the catalytic converter/DPF system prior to sale.Given that the catalytic converter was apparently inspected as part of the vehicle preparation process, I would like an explanation as to how a component requiring replacement after only four months of ownership and approximately 5,000 miles was considered satisfactory when the vehicle was sold to me.To add further frustration, I was then presented with an invoice totalling £299.86.This invoice included:• Diagnostic charges of £100.00• Labour charges of £79.00• Oil and filter replacement parts totalling £70.88I find these charges difficult to understand given that the vehicle records indicate that the oil and filter had already been replaced by Lookers Ford Braintree prior to sale in February 2026.I would therefore like a clear explanation as to why I was charged for a further oil and filter replacement only four months and approximately 5,000 miles after purchase, particularly when I had previously been advised by the dealership that the vehicle should not yet require another oil service.I am also concerned that I was informed that diagnostic costs were not covered under the RAC warranty. Having reviewed the warranty documentation, I note that it specifically states:"In the event of a valid repair request we will pay up to £90 (including VAT) or 1 hour whichever lower value."Given that the dealership diagnosed fault code P0420 and determined that the catalytic converter requires replacement, I would like a full explanation as to why this was not treated as a valid repair request for the purposes of diagnostic cost cover.Most concerningly, I left the dealership having paid almost £300 whilst still having:• An oil life reading of 0%.• A "Check Engine Oil" warning.• An illuminated engine management light.• A "Service Engine Soon" notification.• A diagnosed catalytic converter fault requiring replacement.• No confirmed warranty decision.• No courtesy vehicle.• No immediate repair solution.My concern is not simply that a fault has occurred. Mechanical issues can happen with any vehicle. My concern is that within four months of purchasing this vehicle from Lookers Ford Braintree, I have experienced multiple warning messages, a catalytic converter requiring replacement, uncertainty surrounding warranty cover, significant charges and a complete lack of communication throughout my appointment.Taken together, these issues do not give the impression of a vehicle that was free from developing defects when supplied. Instead, they raise legitimate concerns regarding the vehicle's condition at the point of sale and whether the inspection, preparation and quality control processes carried out before sale were adequate.I would also formally draw attention to my rights under the Consumer Rights Act 2015.The vehicle remains within the first six months of ownership. As such, where a fault becomes apparent within the first six months after purchase, the law presumes that the fault was present or developing at the point of sale unless the retailer can demonstrate otherwise.My contract of sale is with Lookers Ford Braintree and I therefore expect the dealership to fully consider its obligations under the Consumer Rights Act 2015 and take ownership of resolving this matter appropriately rather than relying solely upon the outcome of a warranty claim.I would appreciate a formal written response addressing the following:1. Why the vehicle was displaying an oil life reading of 0% despite the oil and filter reportedly being changed prior to sale.2. Why I was charged for a further oil and filter replacement only four months after purchase.3. Why a catalytic converter replacement is required after only four months of ownership and approximately 5,000 miles of use.4. Whether Lookers accepts responsibility for this fault under the Consumer Rights Act 2015.5. Whether the catalytic converter replacement will be covered under warranty or otherwise remedied by the dealership.6. Why I was informed that diagnostic costs were not covered despite the warranty documentation appearing to provide cover in the event of a valid repair request.7. Why I was not proactively updated throughout the day despite specifically requesting communication.8. Why no courtesy vehicle or alternative support was offered.9. What action Lookers Ford Braintree intends to take to resolve this matter without further delay.I have copies of the invoice, warranty documentation, vehicle health check, Ford app screenshots and supporting evidence.I trust this complaint will be reviewed by senior management and responded to. Should this matter not be resolved satisfactorily, I reserve the right to pursue my remedies under the Consumer Rights Act 2015 and escalate my complaint further.Regards,

Really disappointed to miss out on a vehicle that was due to be delivered and viewed but has been sold by another branch. That's really poor I have to say. Something around customer service and loyalty. Felt like i had built a rapport with Jacob and James but then to be told the cars been sold elsewhere - doesn't feel right!!!