To whom it may concern,I am writing to raise a formal complaint on behalf of my father, Philip Walby, regarding the handling of his recent vehicle transaction with Lookers Ford Colchester. This complaint relates specifically to the delayed collection of his part-exchange vehicle and the lack of communication from your sales team.When my father collected his new car on 16 March, he was advised that his old vehicle would be collected within 2–4 weeks, and he was given assurances that this process would be straightforward. However, no communication was received regarding collection.As a direct result of this delay, additional insurance cover had to be arranged for the vehicle:A cover note from 30 March to 17 April at a cost of £46.25A further cover note from 18 April to 25 April at a cost of £25.20Multiple attempts were made to contact Francesca Acres regarding the collection, with messages left on 26 March, 2 April, and 8 April. None of these calls were returned. A call was eventually received on 9 April, during which the situation, including the ongoing insurance costs, was explained. On 10 April, it was stated that Manheim would arrange collection.Despite this, by 16 April no collection had been arranged. My father therefore contacted Manheim directly, as the insurance was again due to expire. The earliest available collection date was 23 April. This required prior plans to be changed to ensure the vehicle could be handed over.After five weeks of the vehicle remaining on the driveway, Manheim attended for collection. However, the driver initially refused to take the car due to a layer of dust that had accumulated as a result of the prolonged delay. My father was therefore put in the position of having to clean the vehicle with a bucket and sponge so that it could be inspected and removed.I would like to highlight that my father has a chronic lung condition and is registered disabled. He should not have been placed under this level of pressure, particularly when the condition of the vehicle was a direct consequence of the failure to collect it within a reasonable timeframe. The car had been clean and ready for collection.This situation is unacceptable. The delay, lack of communication, and poor coordination have caused unnecessary stress, inconvenience, and financial loss.We are therefore requesting:A full refund of the additional insurance costs incurred (£71.45)An explanation as to why the collection process was so significantly delayedClarification on why repeated contact attempts were not returnedWe look forward to your prompt response and a resolution to this matter.Yours faithfullyStacy ListerOn behalf of Philip WalbySent from my iPhone

Great test drive thanks. We found the sit down bit long and tedious though, which I'm sure was not the sales assistance's fault, but the process (I notices the couple next door also looking at the watches!). I'm looking around at various EVs and would like just the main points and an idea of price once we have had a drive. I can then go through all that we went through if a Ford became a contender.

I made an equity and very helpful man said he would refer me to local showroom . Just before the showroom closed a man rang me re the car I was interested in and he said he would send a car video to me the next day . He did to this . However no further follow up was made I’ve not heard from him since asking if I was interested or were there any points I would like to ask or if I wanted to book an appointment for a test drive .I felt there was no customer service at this point and felt your representative did not value me as a customer

I enjoyed my test drive and the sales woman made a refreshing and welcome change to recent experiences I have had elsewhere! She was so good- gave me the info I needed and extremely accommodating. I would rate her highly.

Not a very good walk round of the car, nothing of the inside shown, very poor

All I wanted to do on the site was check the value of my current car and look at potential new cars, the website said I wouldn't be called but ive been bombarded with calls and messages and im fed up with it. I dont wish to be harrased every day just because you are desperate for a sale!

Extremely helpful staff.

The salesman was knowledgeable to was very helpful

Easy to order. Good communication. Friendly experienced staff.

It’s another Ford direct that’s been repaired