My RRS came in for a simple security upgrade to Lookers, Chelmsford and I was loaned a courtesy car. I received a telephone call to say my car was ready, I queried whether it had been valeted and was assured that it had. I arrived at the dealership to see that my car had not been cleaned. I raised this with the Service Agent (Beth) who apologised and said if my wife and I wanted to have a coffee, she would arrange for the clean and it would be ready in 15 minutes.At least half an hour passed, so I asked to see what was happening to then notice that my car had not moved from the forecourt and hadn't been cleaned.Transpired that when attempting to move my car the cleaning staff had snapped the key in my steering lock - not sure what the staff were doing for half an hour but nobody told me what had happened and we were just left hanging around, what's more, Beth had completely disappeared and I never did see her again! When eventually they did tell me what had happened I told them there was a spare key on the other set of keys I had brought into the dealership that morning.I then had to return home in the courtesy car, whilst they arranged to clean the car and have a new key cut locally, after which it was returned to me.All in all a complete waste of our valuable time which had the staff had the decency to communicate with me, would have been resolved very quickly.

We were dealt with by Andrew Gilbey who was very knowledgeable and helpful, being very clear with all of the information we needed. We visited a number of different car showrooms and Andrew stood out for his knowledge, care and attention.

08.2.25 cust paid a deposit £500. The cust then a week later advised she wouldn't be going ahead with the purchase. She is still awaiting the refund today and have chased with the dealership direct.

customer was booked in today 3.2.26 with a courtesy car , as the customer could not get the courtesy car back on the same day . He has now had to rebook for 2 weeks times and he has a round trip of around 2.5 hours , He customer only had vehilce since the around the 10th Dec - No charge to use USB also his dash cam is not working which he is saying is part of his insurance - he had issues with electrics on vehilce = Dash cam will switch on then goes of also vehilce Rev'S on it own when standing - customer is asking why he was told told or phoned to explain this before he turned up at branch . New booking date is 18th Feb? Input Via customer over phone

Very good.

Maddock was quick to call me back, and arranged the test drive quickly for the day and time I could do. On the day he was very helpful and explained the car thoroughly before I went on my test drive. He was excellent.

Mr Stuart Fendt sold us a Volvo XC90. The Car wasn't prepared correctly for collection. The handle in the boot wasn't repaired. Whilst this was dealt with and replaced on collection, scratches noted on the rear of vehicle were not fully corrected. Mr Stuart Fendt said he would send out some touch up paint (Yet to happen). Invoiced £33 for fuel on collection. Had to refill at the nearest Fuel station on our journey home (Certainly not £33 of fuel put in vehicle). Have emailed Stuart several times since & phoned Stuart on a day he was in the office Friday the 24th January, leaving a message with reception, however still no communication. I am very disappointed that Mr Fendt has not extended the courtesy of coming back to us. I find this most unprofessional.

Video review of van sent at 9.47 phone call to say it was ready 10.44 £304.34 to change the oil and a pollen filter is proper excessive on a van that is less than a year old and done less than 7000 miles . Especially as the visual inspection is shown as FOC on invoice ! If I have a choice I certainly won't be using you for main service when due as at that rate i'd be needing to sell vital organs

Danny made us feel welcomed, he provided all the information we asked and then some. I wasn’t ready yet for a car but I know where to come when I am. Thank you

My request for a test drive of the Kuga Active was easy to arrange and was all set up when I arrived the following day. James accompanied me on the test drive and afterwards was very patient and clear in his explanation of the attributes of the car and answering my questions.