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 Upon checking the Ford app, I could clearly see that the engine oil and filter had been replaced by Lookers Ford Braintree in February 2026 prior to the sale of the vehicle.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!!!

Dear Sir/Madam,I dropped my car off on Tuesday 26th May for a service and MOT. When I collected the vehicle, I noticed a large chip and crack running halfway across the windscreen, which was not present when I brought the car in.I returned to the dealership immediately and spoke with a member of your team, who came outside, took photographs, and advised that she would get back to me. However, I have not yet received any update.Please can you provide an update on this matter and confirm when the windscreen will be replaced at Ford’s expense.I look forward to hearing from you as soon as possible.Many thanks

To who this may concern on the 20th of May my vehicle come to have a look at the brakes while in that time they noticed there was a puncture in my rear tire the puncture was done but as the technician was doing it, they scratched my alloy I know things happen by accident and they were so good about it. No one yet has come back to me of what’s happening next I look after my car since having it and having the car Wheel just repaired. I don’t think it’s quite good enough as I will know it’s got a repair so could we look at getting a new alloy for the car? Kind regards, Rob.

Tuesday 31st March 2026Low Oil Pressure Oil Warning Light came on at the end of a driving lesson.Booked a Fault Investigation at Lookers Ford Braintree.Thursday 2nd April 2026Fault investigation at Lookers Ford Braintree.9.8 mile journey x 4 = 39.2 miles (2nd car needed for round trip)I advised that the Low Oil Pressure Warning alarm was occasionally displaying on the dashboard, but did not come straight back on when the ignition was switched back on.I advised the garage that the oil level had risen and coolant level had reduced.No fault found during the days investigations, told OK to continue driving the car.6 hours of driving lessons cancelled. 6 x £35 = £210Friday 3rd April 2026Low Oil Pressure Warning alarm activated at the end of a driving lesson.Tuesday 7th April 2026Low Oil Pressure Warning alarm activated on the way to a pupils lesson, i was therefore obligated to cancel the lesson.Phoned Lookers Ford Braintree and advised I was bringing the car back in.Low Oil Pressure Warning alarm activated twice on the way to the garage. Car parked at garage with engine running and alarm still displayed.I asked for fault to be resolved and for 80000 mile service to be conducted.7 hours of driving lessons cancelled. 7 x £35 = £245Wednesday 8th April 2026Car serviced. Inspection report sent through that focused on everything except the Low Oil Pressure Warning.High Oil level noted - report suggested I would be charged £94 to reduce the level.Arrived at 5.45pm to collect the car. Service paid for and paperwork completed. No Fault found with the Low Oil Pressure Warning light.Started the car, engine sounded rough and had the Engine Management Warning Light on. Key handed back to John Trice as he agreed car was not working as intended especially straight after a service.9.8 mile journey x 3 = 29.4 miles (2nd car needed for round trip)5 hours of driving lessons cancelled. 5 x £35 = £175Thursday 9th April 20265 hours of driving lessons cancelled. 5 x £35 = £175Phone call in the afternoon from John Trice to advise a number of faults had been identified on the car, awaiting approval from the Warranty Company for repair.Friday 10th April 20265 hours of driving lessons cancelled. 5 x £35 = £175Phone call just before 5pm from John Trice to advise the Warranty Company had accepted the claim for most of the components, I would have to pay for the rest.Parts would be ordered on Saturday 11thMonday 13th April 20267 hours of driving lessons cancelled. 7 x £35 = £245Phone call in the morning from John Trice to say work had started on the repair.I advised that I needed the car back by the end of Tuesday 14th April.Tuesday 14th April 20266 hours of driving lessons cancelled. 6 x £35 = £210I phoned at 5pm to be advised the car would not be ready today, it may be ready tomorrow lunchtime.Wednesday 15th April 2026I phoned at 1pm to be advised the car would not be ready today, it may be ready tomorrow lunchtime.6 hours of driving lessons cancelled. 6 x £35 = £210Thursday 16th April 2026I could not take a pupil to her driving Test. I had to refund her £62 test booking fee. She now has to wait several months for a new date.John Trice phoned late morning to say the car was ready for collection.9.8 mile journey x 3 = 29.4 miles (2nd car needed for round trip)6 hours of driving lessons cancelled. 6 x £35 = £210In summaryCancelled driving lessons. 53 hours at £35 per hour totals £1855Test booking fee £629.8 mile journey x 10 = 98 miles (2nd car needed for each round trip)The Customer Service from John Trice was excellent.I'm seeking compensation towards the loss of earnings and out of pocket expenses incurred.

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.