Good morning,I am writing to share my concerns about a car (Ford Eco Sport) I recently purchased from the Braintree Lookers on the 22nd January 2026. The purchase was done through email and phone call, with the car being delivered to my home address in Birmingham on the 24th January. The communication was with GrantRichardson@lookers.co.ukThroughout discussion and correspondence I was assured the car was in great condition and ready to drive. It had been serviced last year and the MOT completed in January. I was given all the sales patter living up to the car salesman (rightly or wrongly) reputation.24th January - Car delivered - Warning lights on highlighting tyre pressure. The delivery driver informed me that the warning light had just come on. When I asked how the car had driven he uncomfortable replied and said 'yeah...ok'. When I drove the car on the Saturday it was evident there were further issues - Car pulling to the right, braking problems, steering wheel jerking. The car didn't feel safe for the road. I sorted all the tyres out, however all the problems continued and actually worsened. I emailed Grant (Braintree Lookers) on the Saturday and was told it would be sorted.26th January - Informed Braintree of concerns and that I would be booking car into Birmingham Lookers.29th January - Dropped car off at Birmingham Lookers30th January - Health check on car confirming brakes were faulty and worn out. Video footage showing that there are many hidden issues with car including an oil leak, and many cracked and perishing parts. I will forward the video footage in follow up second email.This was diagnostic;• Underside - Steering / suspension £227.66o Inspection Notes: Front Suspension Bushes Worn lower arm bush both side.• Underside - Other £177.60o Inspection Notes: Tracking required• Underside - Other £176.86o Inspection Notes: Slight exhaust leak rear silencer• Underside - Other £88.80o Inspection Notes: Wheel balancing requiredNaturally, this created further concern. I was informed this may not be covered in the warranty and authorisation was needed by Braintree Lookers. I am still unsure whether a response has been given. I emailed Grant but a response has been slow at best, I am informed it will get sorted. But what is getting sorted I do not know.2nd January - I was contacted by a member of staff from the Lookers in Birmingham (included in this email) I was informed that the initial member of staff I was dealing with at Birmingham Lookers left on Friday, and they were unable to access their emails/correspondence with the Braintree Lookers. It must be stated she was very helpful and is trying to resolve the issues for me. Furthermore, they were unable to get the bolts of the wheels as they had worn away. Relatively trivial but highlighting yet more concerns with the car. I was requested to forward all my correspondence that I have had with Braintree - this was sent.Frustratingly, I still do not have a car - This is an inconvenience and costing me money using public transport to commute to work. Furthermore I don't know if authorisation has been approved to complete all the work.I am at the point that either all the concerns including advisories are corrected or I will seek a full refund of the car.Many thanks Luke

James, the sales person was very helpful and was not over pushy

Very efficient. Front staff welcoming and good coffee to sustain waiting time. Understood you share the showroom but perhaps some magazines or to ..as per dentists..would help pass the time for customers who need to wait.

"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