James answered all our questions and provided us with the information to allow us to make a decision about a new car.

HelloIt's unclear whether my complaint should be raised with Lookers, Ford or Motability. It relates to the Motability scheme.On Wednesday, my partner and I looked at the Motability scheme website. It showed three electric Tourneo Custom Titanium 8 seaters vehicles:Titanium Ref 667188 £7,645Titanium Ref 667194 £6,945Titanium Luxe Ref 667193 £7,445I rang Motability for more information. I seem to recall them telling me that there was an X and an X Luxe and that the X Luxe had an advance payment just £300 more and the X.The same day I rang Lookers in Chelmsford and was told that there weren't any Titanium 8 seater vehicles in the showroom to look at, but that I could test drive an electric Custom van. I rang Basildon and was told they had the Tourneo Active in the showroom and again was offered a test drive in an electric Custom van. So, yesterday my partner and I did a test drive and looked around the Active (L1). The motability salesman was busy, so we were asked to wait. We waited 25 minutes before apologising and leaving. Nobody from Basildon followed up on our enquiry. So, we rang Lookers and told them that we wanted the Ford Tourneo Custom Titanium X Luxe in black. The salesman, James, told me that the lead time was February 2026, which I confirmed would be ok. He asked me to come into the showroom to complete the relevant documentation. So, I arranged to go today at 11am.I arrived at Lookers on time and studied the specification on each of the various options. I confirmed our choice of the Titanium X Luxe in black. Just at the end of the process James said that the payment would be £8,845. I queried this. At which point, he confirmed that the information on the Ford motability website differed from that on the Motability website. He then told me that Ford only offered L2 vehicles. I was astounded by this. After spending 1 1/2 hours at your showroom I left without ordering any vehicle.Currently, I have a hybrid Ford Tourneo Custom Titanium 8 seater, which is around nearly 5 years old. We chose this vehicle because it enables us to transport our disabled daughter's equipment to and from school and on holiday. We have been waiting 3 years for Ford to bring out a fully electric model. Then, just two days ago, my partner and I looked at the Ford website and it clearly showed the Motability price list with L1 and L2 options. Indeed, the Motability scheme shows Ref: 667193, which the Ford website shows as the Titanium Luxe L1. I've just checked the Ford website again this afternoon and it shows the same price list. Granted it is for 1 July to 30 September, but that is the only price list on the Ford website. It is now 3 October and the Motability scheme website still shows the Titanium Luxe.Before giving up entirely, I just thought that I ought to check with Ford exactly what the situation is. However, there is no customer services telephone number. I've just had a painful conversation with a gentleman who said that he deals with servicing only and couldn't provide any other telephone number.So, please would you confirm whether it is correct that last quarter there were L1 electric Titanium vehicles available on the Motability scheme but this quarter there are no L1 vehicles available?Kind regardsNikki Osborne

Hi Chris,Hope this email finds you well. I am emailing you regarding my recent experience at lookers Ford. First I must say for the first time in a long time my car seems to be as it should be, but this is taking a long time to get to this point. I appreciate Lookers Ford for getting Me at this point at lastRecently, as you know, I had a DPF fitted based on The advice from Lookers Ford Chelmsford. When having the DPF fitted the next day, the exact same error codes came up within an hour of me driving the car. This has led me to believe that possibly I didn’t need a new DPF as when it went back in on the Tuesday so four days later there was now two other issues new issues which makes me think maybe these were the problem in the first place. When I started driving the car after having the DPF fitted there was a strong smell of fumes inside the car and it was using way more fuel than it should’ve done and than it usually did.I have contacted FORD regarding my car suggesting that maybe with the amount of errors and problems that I’ve had it’s a build issue from the start and waiting for their reply but wanted to let you know where I was at. I genuinely believe that the issue wasn’t the DPF and I’ve paid out for a new one, which I probably didn’t need to.If you have the time, please come back to me, but I’d like Understand your thoughts on this as I’ve lost around four days pay in wages as I’ve missed out on work due to 1st in my car going in which obviously is not your fault for secondly because the DPF was fitted wronglyI look forward to your reply and I will keep you updated with FORD responseMany thanks, kind regardsCraig rogers

Since purchasing the car i have not been able to turn on the software update on the fordpass appAfter trying to sort it out myself I decided to book an appointment at the Ford dealership i bought it from hopefully they could sort it outUnfortunately all they did was do most of the things I had already done and said I may need module or modem replacedBut I would have to wait until Ford in year update and see if it solved the problemThen they might consider changing the module or modem can't remember which oneSo I feel I had a wasted time and not very happyThe dealership was Lookers Chelmsford EssexI hope i can get something sorted out

Blake was helpful, knowledgeable, friendly and attentive. Nothing was too great an ask, and we were made to feel really comfortable.

Because the salesman was very jolly and helpful

My car on a CPC plan is due to be retuned after a 27 month contract on 02nd January and asked if there was any equity left in it for me and i have not received a response.

Very good thank you

I was given 1 quote with no information as to why it was so high, when the advertisement online was much lower. The salesman didn’t seem interested in selling a car to me. I left feeling very disappointed. He also stated that as I had a Toyota on a PCP to part exchange they would under value it as it’s not a Ford and I would be better off taking it back to Toyota.

Very helpful, but not the outcome we were expecting