"we are on the same team" - only to be told we are worlds apart in valuation, to then be offered £1000 for a car worth over £1000 and then happy to not continue the call and discuss options, very rigid and not supportive and the language used made me to feel stupid as a customer, not wanting to work with you again as a company

Excellent service from everyone ! James and Rob were very nice, super helpful , nothing is too much trouble and both go above and beyond.

My vehicle temperature gauge was reading very low even after a long drive. I asked for that to be checked. I was charged £177.60 for a diagnostic check but received no information as to what was actually done or if any conclusion was reached. I was told it was possibly a stuck thermostat. I could have guessed that myself but expected a thorough report for the amount charged. If I don't get a lot more information I would expect a full or partial refund. I telephoned this morning but got no answer.

The rep didn’t get back to me regarding the price of the vehicle after he said he would speak to his manager for the best price.

Good afternoon,I am writing regarding a complaint called in to Lookers by my mother (copied in) earlier this afternoon; due to my job, it is often difficult for me to be able to make calls myself.Per the forwarded communication I have had with the Lookers Ford Braintree branch in the emails below, I am far from impressed by the service I've received and the undue stress I have been put through as a result of faulty parts, misleading information, and requests for further costs after 3 visits to the garage in less than 6 weeks.I've been offered the OEM part at £1221 + vat at 20%, as quoted by Adam Neville at the branch this afternoon in my mother's phone call, which would be a total cost of £1465.20, meaning an additional payment of £391.09 due from me, not the £598.48 that has been quoted.I appreciate what has been done to try and help but the whole situation has ultimately caused me a lot of stress and anxiety, on top of what has been a difficult personal start to the calendar year, whilst also leaving me working extra hours to make up for time spent getting to and from the garage, making or taking calls around my difficult work pattern, etc.I previously had 6 months' worth of issues with my vehicle (Fiesta - EF63 FMX) purchased from Lookers Ford Braintree and serviced at Lookers Ford Chelmsford, with my radiator pipe not being connected after a major service and timing belt change, leaving me stranded as a lone female on the side of the road with an overheated engine 30 miles from home. The saga proved impossible for them to deal with, resulting in me having a direct phone line for the servicing manager and a courtesy car practically on hold for my next visit, and finally ended with a new engine being fitted due to staff incompetency. My confidence in my car was hugely affected and even a few years on, friends and colleagues ask me if my car's 'been back in the garage again'.I hoped that returning to Lookers for an newer alternative model would perhaps glean different results but I have found myself once again let down by the company. My mother & step-father do feel that having had an independent garage, who stood to make no money from our enquiry, suggest that the original damage to the flexi pipe appeared to have possibly been caused by a reciprocating saw that it would have been in my best interest to at least have given me the opportunity to have an insurance assessor make a final decision yet this was shut down very quickly by the team. Theft/attempted theft of catalytic converters is coincidentally on the rise in the local area, to the extent that there is signage up in many local car parks to warn drivers about the increased risk.I am hoping a swift resolution can be found to the situation but I have sadly found myself in a position where I don't trust my car or the servicing it receives, on top of the extra stress it has caused me personally re: work, communication, as detailed above.I look forward to your response.Kind regards,Rebecca Coughlan

Delayed responses, poor customer service, lack of replies and care. Poor communication. Miss sold vehicle. Left 5 months with no car and no refund. Impacting on our family and professional lives.

Hi Adam,I have spoken to Becky and she has pointed out that the OEM part at £1221 + vat at 20%, as quoted by you this afternoon in our phone call, would be a total cost of £1465.20, meaning an additional payment of £391.09 due from her, not the £598.48 you have quoted.She appreciates all you have done to try to help but this error on your part has ultimately cost her additional stress and anxiety about driving her car as well as extra visits to the dealership, emails, phone calls and time off work.She had such an awful experience with her previous car (EF63 FMX) also bought from your dealership but spectacularly and repeatedly messed up by Lookers Chelmsford during a routine service that finally ended with a new engine being fitted due to staff incompetency, that her driving confidence was hugely affected yet she returned to Lookers and has now had this experience!I have copied in Lookers Central Complaints team as the issues have been logged with them this afternoon. Ford UK, who have so far been far from helpful have also been contacted.Becky will forward the email trail between yourselves to the central team as soon as possible given the nature of her job and access to personal files but this message can also be included.We do feel that having had an independent garage, who stood to make no money from our enquiry, suggest that the original damage to the flexi pipe appeared to have possibly been caused by a reciprocating saw that it would have been in Becky’s best interest to at least have given her the opportunity to have an insurance assessor make a final decision yet this was shut down very quickly by your team.As discussed, she is now in a position whereby she has very little option but to allow you to go ahead with the repair or be without a car as of this Friday (16th Jan).The stress this is causing her is unacceptable and unnecessary. We know you were only trying to help but this error of judgement has done far more harm than good I’m afraid.We look forward to hearing from you ASAPRegardsJane Coughlan

Digital Service Record not updated from the service you undertook on 17th February 2024 at Braintree. I have a copy of the invoice and additional documentation.I have just raised this in dealership when having our next service completed and was advised they unable to rectify because they cannot back date asking me to contact Ford directly. This has proved impossible and it’s rather disappointing given the error was created by yourselves.

What & How.Regarding the “What” you did - it was good. The car was good, the phone was always answered quickly, information was accurate etc.Regards the “How” this is where I marked you down. The whole experience was completely “joyless”. No smiling, no chit chat very robotic. The “we don’t negotiate on costs” is disengaging. The offer on part exchange was unfairly low balled, which was the final straw for me prompting the walk away.It was a lovely car, I expect you feel it will sell at the asking price so you can just be patient and save on the energy it takes to build a relationship - but I will never come back because I felt treated like a commodity not a person.The How can be more important than the What.Free advice from someone with a decade of C level experience.

Vehicle booked 21.11 took the vehicle in and they advised they would repair the vehicle. VHC front windscreen wiper. Cust has authorized the repair but when she arrived none of the repairs had been carried out. No reason whey the wipers hadn't been carried out. Lack of transparency. Today turned up and the fixes hasve4 been done, Zinch should have paid for the repairs. Cust should only pay for the wipers. £466 been charged, cust is now £420 short and has to wait 7 days for the refund. The advisors apologized for the over charge, cust is also Miss and not Mr.