Hi LiamFurther to our phone call earlier I am writing to raise a complaint regarding a deposit we paid to reserve a at the Lookers Dealership in Chelmsford Essex.We went to this dealership in early November and test drove a Ford Fiesta Titanium. As the car had some damage we decided not to buy it. Whilst we were there, we found another similar Ford Fiesta Titanium X registration EF72 JNJ on the Lookers website which was just up the road at the Colchester Dealership. As this car was undergoing maintenance, they agreed to collect it when it was ready and bring it to Chelmsford for us to view.The next day my wife received a phone call asking us to place an order for the car. I made it clear that we couldn’t do that until we had seen it given our previous experience. Instead, I agreed that we would pay a fully refundable deposit that would reserve the car, as per the Lookers website Terms and Conditions.https://www.lookers.co.uk/ford/used-carsWe then received a link to make a payment of £250 electronically which my wife did using her Barclaycard.Unfortunately, when we went to see the car, we discovered it was in very poor condition with scratches on virtually every panel and a badly kerbed wheel. This was surprising given the cars age and low mileage and not the standard we would expect from a Ford Dealership.They eventually agreed they would rectify the damage later in the week, however, the next day my wife was contacted several times via phone and email demanding that she pay the full amount for the car and sign a contract immediately, before being able to go back to check whether the repairs had been successful, as had been agreed the previous day.My wife was very upset at the way she was treated and was not prepared to commit to buying the car under these conditions. We therefore emailed them to let them know and request that they return our deposit as per the Terms and Conditions. (See the attached email chain). Our email was sent before the repairs were due to be carried out and no contract had been signed to purchase the car. A copy of this email correspondence is attached.Over a month later we have still not heard back from Lookers in Chelmsford or received a credit to our account. I cannot see how they can justify keeping our reservation deposit and they have made no attempt to explain why they have not returned it.Your assistance in getting this £250 deposit returned to our Barclaycard Visa Account would be much appreciated.RegardsPeter HealeyE: healeype@yahoo.co.ukT: 07929 827177

It was fine, hopefully no trouble with that anymore.KRCaroline Russell.

I was interested in a focus at that was on the forcourt so I went into ask about said car. The sales person said the car was avaible but was being viewed the next day. After I was told this he then proceeded to say my car had to go back in the workshop for a healthchrck even though my car had just came strait out of a service and a healthceck. the sales person was very blunt and did not want to sell a car. And undervalued my car by a substantial amount. I would not touch lookers ford Chelmsford used cars sales with a barge pole.

From: Allan Stevens (RSL Group)Sent: 12 December 2025 10:28To: Linda DixonCc: Vehicle Complaints; Tony SchifanoSubject: RE: HV73WXY Ford ChelmsfordImportance: HighExternal Sender: Confirm legitimacy before acting.Hi Linda,I’m afraid there’s still been no update. Given the lack of response from the Chelmsford service team, even after you contacted the service manager, I feel it’s now appropriate to escalate this.I’ve copied Tony Schifano from your executive office and would like this to be treated as a formal complaint. I’m raising this because the absence of any communication is becoming increasingly difficult.I’d be grateful if this could be treated as urgent.Kind regards,AllanFrom: Linda DixonSent: 09 December 2025 10:56To: Allan Stevens (RSL Group)Subject: RE: HV73WXY Ford ChelmsfordHi AllanI am sorry you have not received a reply. I have passed this email chain to the service manager and asked that someone contact you.Again, please let me know if you do not hear anything.Kind regardsLinda DixonCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.ukFrom: Allan Stevens (RSL Group)Sent: 08 December 2025 15:27To: Linda DixonSubject: RE: HV73WXY Ford ChelmsfordExternal Sender: Confirm legitimacy before acting.Hi Linda,I appreciate you coming back to me. I held off chasing until now, but I’ve still not heard anything from Lookers Chelmsford. I’m starting to wonder if there’s a wider issue there, as I’ve had slow or poor service from Lookers Land Rover next door on several occasions. Over the past five years I’ve had a Discovery and two Range Rovers, all privately owned, and each time I had problems with their responsiveness. By contrast, I’ve bought from Lookers in Leeds and always had a positive experience. I’ve repeatedly tried to work with the Chelmsford sites for Land Rover and Ford, as one of my offices is in Chelmsford and I also live only 10 miles away, but every time I’ve engaged with them, for quotes or support, the service has been noticeably lacking. On one occasion I contacted Lookers Land Rover Chelmsford three times asking for a quote and didn’t receive a single reply. On that occasion I bought from Jardines in Tonbridge.It may just be my experience, but it does give the impression that there isn’t much appetite to win business or support customers with warranty or servicing work. As well as getting this Ranger query sorted, it might be worth sharing this feedback internally, as I’m sure someone in your organisation would want oversight of what’s happening at these branches. It just baffles me.Thanks,AllanFrom: Linda DixonSent: 04 December 2025 17:55To: Allan Stevens (RSL Group)Subject: RE: HV73WXY Ford ChelmsfordHi AllanThank you for your email. Once a vehicle is on site, there is not really anything we can do from here in the bookings office.I have forwarded your email with your concerns to the branch. Please just let me know if you do not hear back from them and I will escalate your enquiry to the service manager.Kind regardsLinda DixonCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.ukFrom: Allan Stevens (RSL Group)Sent: 04 December 2025 13:07To: Linda DixonSubject: FW: HV73WXYExternal Sender: Confirm legitimacy before acting.Hi Linda,I hope you’re well.You’ve helped me before with a couple of queries, and I wondered if you might be able to assist again.We have a Ford Ranger, HV73WXY, that went into Lookers in Chelmsford and the driver, Carl, was sent the attached quotation. I’ve gone through their findings and the quote, and I have a few concerns that need addressing before we can take this any further.The vehicle is currently on around 81k miles. They’ve advised that the boost pipe has burst, the DPF has reached 316% loading, there is an oil leak and, on top of that, they’re recommending the timing belt be replaced. That last point is very troubling, as their own workshop carried out the timing belt replacement in May this year under job number 11238. For a timing belt that was recently replaced to be highlighted again raises obvious questions about the original recommendation, the quality of the work and whether the leak they’ve now reported is connected to that earlier job. I need a clear explanation of why the belt is being recommended again and what has caused this situation.I also need clarity on the underlying causes of the other issues they’ve identified. I want to understand what led to the boost pipe failing and why the DPF has reached such a high percentage.I recognise the vehicle has exceeded Ford’s 60k mile warranty, but these aren’t trivial wear items, and it’s concerning to see faults of this scale appear on a relatively young vehicle that has been maintained within the dealer network. That said, and considering the timing belt work carried out by Lookers Chelmsford earlier this year, I would expect somebody there to raise a goodwill request with Ford UK and explore what contribution or assistance may be available.Before I make any decisions, I need confirmation that the diagnosis has been fully reconsidered in light of the work completed in May, an explanation of whether the oil leak could be related to that job, confirmation that a goodwill claim has been submitted to Ford and the outcome of that request, and an updated quotation once any duplicated or unnecessary recommendations have been reviewed.I’m looking to resolve this sensibly, but I do need reassurance that the assessment is accurate and that Ford is offering appropriate support for a vehicle of this age.I hope you can help or share this with someone in the business who can.Kind regards,AllanFrom: Carl DebegerSent: 02 December 2025 15:21To: Allan Stevens (RSL Group)Subject: Fw: HV73WXYRegards,Carl________________________________________From: Harry CassSent: Tuesday, December 2, 2025 3:19:54 PMTo: Carl DebegerSubject: HV73WXYGood afternoon,Please find attached a copy of the quotes. If you would like to go ahead, please do not hesitate to contact me on 01245 294263.Thank you.Harry CassService AdvisorChelmsford Ford Car and Commercial Centre2 Argyll Road | Chelmsford | CM2 6PYT: 01245 247247lookers.co.uk/ford

Andrew,To say that this is a ridiculous situation is an understatement. My first question and I should have checked first time round. Did the original letter and actual logbook get sent by tracked post? I’m assuming not. Why not?I have been in a web chat with an advisor who was very helpful and confirmed that they have no record of the first attempt, and they asked about tracked post. When was the second letter posted. I need the date to give myself 4 weeks before chasing again. I assume this was just posted as was the first.The DVLA can fine people £1000 for incorrect information on the vehicle registration. You can see where I’m coming with this. If for any reason other than for a road traffic infringement by me, I will seek recompense from Lookers for any fines because of this incompetent ridiculous error.I’m further advised that if this second attempt is lost that I should complete a V62 form, obtain a covering letter from yourselves including contact email/numbers and pay £25 to obtain a logbook in the correct name. The advisor could not guarantee that it would not record me as the second owner.I will be seeking the fee from yourselves. I will not be using Lookers for mine or my family’s next vehicles and would not recommend others. I love the car and the drive, but now I’m getting to a stage that I could just sell it and go somewhere else. OH NO I CAN’T BECAUSE I DON’T HAVE A LOGBOOK IN MY NAME!!I am thoroughly fed up, disgusted and disillusioned by this whole affair. Apologies have been empty words I’m afraid.From: Andrew GilbySent: 25 November 2025 12:43To: John GrisleySubject: RE: Revised Logbook for Capri EA75FMZGood morning John,We have tried to speak to the DVLA with limited success.They can not speak to us much about the document as it is not in our name.They are ‘unable to confirm if they have the document and if they are actioning the document’ I can see on the DVLA website that the last issued V5 was the original document.We have therefore assumed that they either have not received the document in the first place or have misplaced at Swansea – We have therefore initiated another correction request to the DVLA sending the copies I took of all documentation before we sent the first time.We will continue to monitor and chase the DVLA as best we can.Apologies, we hope to have it corrected as soon as we can, we are currently unable to get the DVLA to confirm one way or another.AndrewAndrew GilbySales ExecutiveLookers Ford Chelmsford2 Argyll Road, Chelmer Village | Chelmsford | CM2 6PYT: 01245 247 247lookers.co.uk/fordFrom: John GrisleySent: 24 November 2025 15:36To: Andrew GilbySubject: Re: Revised Logbook for Capri EA75FMZExternal Sender: Confirm legitimacy before acting.Good afternoon Andrew,Suffice to say I have not received the revised V5 document. It will now be 7 weeks since the DVLA should have received your corrections letter.Please advise on what the next steps are. I have been patient, now not so.I wait for your response.John GrisleySent from my iPadOn 8 Nov 2025, at 13:32, Andrew Gilbywrote:Good afternoon John,Apologies you have not received the replacement V5 document, after seeing your e-mail yesterday I asked my admin to contact DVLA to try and chase up.The DVLA would not give us too much information – saying they can not as the document is not in our name, they would not also confirm if/where the current request is in a queue.All they did confirm is that although things are normally a 4 week turnaround they are currently behind and are currently asking to allow up to 6 weeks.I will put a prompt to follow up again in a couple of weeks and if still no new document we can then chase again.Thank youAndrewAndrew GilbySales ExecutiveLookers Ford Chelmsford2 Argyll Road, Chelmer Village | Chelmsford | CM2 6PYT: 01245 247 247lookers.co.uk/fordFrom: John GrisleySent: 07 November 2025 14:38To: Andrew GilbySubject: Revised Logbook for Capri EA75FMZExternal Sender: Confirm legitimacy before acting.Hello Andrew,As of this time today I have not received a new logbook in my name. It is now 4+ weeks since the logbook and your written request to correct the admin error of listing Rach (mu daughter) as the registered keeper.Please advise on what Lookers next steps are. DVLA do quote if you’ve not heard from them in 4 weeks to contact them?Regards,John Grisley169 Woodlands Park DriveDunmowCM6 1 WT07891257063

I’ve picked up my used car costing £28,699. And found it to have zero charge.I am extremely disappointed as I don’t ad yet have a home charger.

Original complaint crm:00056139.After receiving an email from MSE regarding a section 75 claim I wish to renew my complaint. Firstly when I returned the faulty Mondeo after 17 days I was told that as it was over 14 days could not exchange or have a refund. As the car was dangerous left it onsite and received approx 3 rental cars, none of which were compatible with the Mondeo. The car was finally repaired after approx 6 weeks and approx 8/9 weeks later had exactly the same fault. I complained and Ben Adam’s stated that Lookers would do everything possible to assist. After finally finding a different car at a different Lookers dealership was told that I could not have it as it was not a Ford. Finally found a Kuga and was offered approx £5000 less than I paid for the Mondeo due to the mileage. Reluctantly accepted and paid an additional £7500 for a Ford Kuga. I then saw my Mondeo for sale at approx £20,999 and it was sold in less than a week. I also paid approx £550.00 for a 3 year warranty and could not have a refund on transfer to new vehicle. As I use my car daily for Business purposes could not be without but after watching Martin Lewis have now just found out that I can make a Section75 claim. Have been advised to contact dealership first before I contact my Credit Card company. I wait your replyRegardsMartin Cosgrovemcosgrove@hotmail.com

I had very good service thank you.

Since purchasing the car in June 25 the software update in the car and fordpass hasn't worked i booked the car in to get it sorted Unfortunately they did nothing So rebooked in and this time it got sorted unfortunately when collecting the car i noticed the engine light was on so I had to return the car which was sorted out while I waitedWhy was the engine light not noticed before handy the car over to meIt was a shame I had to make two visits to get it sortedA good will gesture would be good

I have always been told, 'if I'm not satisfied with the car or no longer want the car, I can always return it and have the finance wiped. Or even just leave the keys at front desk and it will be taken care off.' after follow this I've purchased another car and gone to return the car this morning and been told I'm completely wrong and that's not how it works. Making me look the fool and been completely misinformed. I've now got 2 cars on finance and I'm completely stuck with them due to being essentially lied too.