Very helpful staff

Overall my experience with Kelly was extremely positive. However company policy of sticking rigidly with their pricing when the scratches and chips were never mentioned, or put down to normal wear and tear. An offer of a reduction, however small, could have led to a sale along with providing more than a 3 month warranty. Do you not trust the vehicles you sell?

Hello.I’m contacting you regarding the recent product recall on our vehicle and the appointment options we’ve been offered. Unfortunately, the arrangements you’ve provided are completely unworkable for us as a family, and I’m very disappointed that we’re being expected to shoulder the inconvenience for an issue that isn’t of our making.Your team has said the only available slot is a full-day appointment (10am–5pm). We have childcare responsibilities that make this impossible. We also live 30 minutes drive away, so dropping the car off and returning home without transport isn’t feasible, especially when the courtesy car, which should reasonably be provided free of charge for a recall you are liable for, is only available at a cost to us.This is particularly frustrating given previous poor experiences, including being asked to wait for hours in cold weather with a baby after being told the car would be ready quickly. These repeated issues have really damaged our confidence in your customer service. We are now considering a different manufacturer when we renew our car to avoid the aftersales care at Lookers.A product recall is a safety issue, and it is unfair to expect customers to be out of pocket or significantly inconvenienced due to a fault that isn’t theirs. I am asking for one of the following:1. A shorter, clearly timed appointment slot (e.g., 1–2 hours) so we can plan around travel and childcare, or2. A complimentary courtesy car for the duration of the appointment, or3. A pickup and return service, given the distance and previous service issues.Please confirm which of these can be arranged as soon as possible. We have booked an appointment for January as this was the first time we could work this, but the product recall makes us feel unsafe driving the car to family visits over Christmas. This January slot remains inconvenient and the recall suggests there will be future work required so we will be in this position again. We simply need a practical solution that doesn’t penalise us for a recall.Thank you for your time,Kind regards,

I want to know under what clause is this agreement being broken by Lookers?

My car went in to lookers at Braintree on a recall regarding the DPF. They returned the car having not completed the work due to needing to wait for a part which is fine. They said they would be in touch in 2 weeks time. This was on 13th October 2025. Since then I have rang and chased twice. I have been told that I would get a call back on both occassions and no one has called me back. I then got an email from Corey Dodds regarding getting my car booked in for an MOT. I explained the issue to them and still have not had a response 4 days later. My MOT has now expired as I don’t want to put it through an MOT when the DPF needs changing but no one from Ford will contact me and let me know what the delay is or when I get this sorted.

Ticket Reference: 84409710Subject: Response to No-Reply Complaint Email / Pre-Action StatusDear Complaints Team,I am responding to your recent email regarding my complaint; however, you have sent your message from a no-reply address, leaving me unable to reply directly or discuss the matter with your team via email. The only contact options you provide are a web form, post, or telephone, which is highly inappropriate for a complaint of this seriousness and creates a barrier to effective communication.For clarity, this matter is already in the pre-action stage.I formally rejected the vehicle on 29 October under my 30-day short-term right to reject within the Consumer Rights Act 2015. Lookers did not process that rejection, despite multiple written notifications. I have now issued a Letter Before Action dated 26 November, which gives Lookers 14 days to:1) Confirm acceptance of the rejection2) Arrange collection of the vehicle at your cost3) Issue the full refund of £16,024Earlier today, I responded separately to Rob Clifforth, confirming that the short-term right to reject does not require me to provide a mechanical report or agree to an inspection. His request does not pause or invalidate the rejection already submitted within the statutory period.Your internal 14-day investigation process does not override or delay the pre-action timeline already in progress. Failure to comply with the Letter Before Action by the stated deadline will result in County Court proceedings without further notice. The Motor Ombudsman and Trading Standards are already involved.Please ensure this update is properly logged against Ticket 84409710 and passed to the appropriate team.Regards,Phil Marston

please see case file as letter is in attachment's as will not copy and paste over - customer has fault with vehilce and wanting to hand back.

scanned complaint - please see attachment

Kelly was extremely helpful and made the experience a good one.

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