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.

The sales team were great, no pressure, super knowledgable, very helpful. They made us feel relaxed and I felt I could trust them.

Very poor communication and why go through an offsite central location for a used car that can give no details or work out costs if a new one.

Great customer service, accommodating and friendly staff

I submitted a complaint (Ticket 84501575) on 5th December. I've had no response. Please advise on the action to be taken.

Hello, I'll just like to say I started my ford kuga car plan with ford lookers last year , iv been very pleased with all the staff, from the mechanics who do a great service & checking all is working ok on my car, all so customers service team , service advisor carli Murphy & service advisor Alice logan were so well coming to me & polite , it was so nice to walk in & receive that well come, i have work in London hotels, Dorchester, , hilton for 45 years as a doorman & concierge, so it was a delight to have that courtesy given back to me , merry Christmas & new year to a great team, many thanks mr p.wray.