The car was due to arrive 27th Feb & we would get a call to arrange to come & view. 24th Feb Conor emailed me asking to call him. This I did, to find out that the car had arrive and being prepped. He then stated that the car needed to be collected & gone by Saturday 28th. I was very shocked as we hadn't viewed it and that I was working Friday, Saturday & Sunday & I thought my husband was on call that weekends as well, so that it was not really possible for this to happen as we needed to sell our car first to enable our deposit and arrange collection.Conner was still very pushy for us to collect by 28th so asked to come view that afternoon and told it wasn't possible as was not with him but been sent to prep it for us and that it wouldn't be back until Thursday but as it was his day of it wasn't gonna be possible unless he came in for an hour. I then stated that was still debating the extras i.e extended Warrenty, GuardX ans paint protection. I told Conor that we definitely did not want the GuardX put on the car which he said ok. I told him I would speak to my husband about collection etc.Conor proceeded to call my husband a few times but as he was working said he would talk to me and get back to him. Conor proceeded to call my Husband the next day a few times to be told the same that we would call him back. I popped into lookers on the Thursday mid morning on the off chance the car was there which it was and I was shown it by a new sales team member(i think it was Alan).It turned out that GuardX had been applied and Alan said that he knew nothing regarding the sale but said the GuardX care package would just be taken out of the car. My Husband later that day on his way home from worked popped by and had a quick look at car as well and said he would talk to me.On Friday My husband got a call from The manager, Olly regarding collection by Saturday 28th.My husband tired yet again to explain that we were originally told car was coming in on 27th and that we were looking to collect Tuesday/Wednesday when I was not working to be told it really needed to go by 28th. By this point we were really feeling pressured into purchasing this car extremely fast and not given us the time to view it and to sort out paper work out for it. Both Conor, Alan and Olly kept telling us that they have a 3 day turn around and that it needed to be collected 28th Feb. At no point from my very First visit to the Colchester showroom was were told that it was a 3 day turn around on sales.On Saturday 28th Feb, My husband and I (plus our daughter)left home at 8.30am to give me enough time to drop our car off and for my husband to dropped me to work. He then proceeded to go and sign paperwork to sell our car, all this was completed by 10am,By 10.30am he was at Lookers and arranging a test drive as we had not had a chance before this day. This was arranged just in time to allow my daughter to be dropped off for a pre-arrangement. He then after driving returned and then to be told that the car was a mobility car and needed to unregistered but they would give him a form to fill out to do it, also he was told that the car wasn't sent with the V5c log book. A print form(vehicle order and agreement) was given and told to go to post office to get this sorted. (they found an online copy which was then printed out)When My husband told me this I was not happy as at no point had anyone informed us of this information and that it was now going to cost us £25 to get a new V5c log book. (At this point I stated just walk away but he said we can't because he had just signed the finance form)This form need to be signed by me because the car was to be put in my name. This then involved him having to drive over to the other side of town for me to sign it as i'm working, then collect our daughter.Once he got to the Post Office, he was told he had the wrong form and had to return to Lookers to get correct form. This time my daughter opted to stay in the show room as the post office was only up the road and her Dad would return quickly. This was not the case as the post office was now closed for lunch and so he headed to the next nearest confident one which was by our home, to be told that they did not deal with DVLA. So they suggested another one which he want to. thankfully they were after calls and chats managed to sort the forms, a direct debit etc and he was able to return to Lookers. all this took over 1 Hour!!By now, while working my stress levels were beyond high. I'm trying to work while getting messages which i didn't really need. I had an early lunch which did allow me to chat to my husband who also was extremely stressed. by 4.15pm was home and awaiting for the car to be dropped off with a full tank of fuel, which he requested and not the £15 i was told we would get. He was only home for a short while because he then needed to collect me from work.It now turns out that we have not been given our MOT certificate, a service date or any other paperwork for the car. I thought that we would have received these by now but we have not.The post office form given to my husband was not for unregistering the car as a mobility car but was taxing it. My husband has not taxed a car in over 14 years as I always sort it and it is simple to do online these days. I was going to change car tax details/ownership online as normal but when i tired this I couldn't as had no paperwork when i called them I was told it was told it was taxed and direct debit set up. So we lost 1 months tax because of this (yes we were given a full tank of fuel but this doesn't count for the fact of paying for a month and using the car for just 7 hours left of Feb)I have now since found we have not been given an MOT certificate nor any information on servicing the car. All we knew was that on the MOT(looking online) it stated brakes scorn/marked and we asked for the brakes to be change but then told it wasn't needed as they were ok and would be down as part of the sale. Conor then emailed me an invoice stating the brakes had already been done.We have been left feeling unhappy, extremely stressed and totally not impressed with the service which we received from Lookers ford.I do feel that I should have gone with my gutted feeling and not purchased from Lookers Colchester but gone elsewhere to get the other car which we had seen. I visited on the Thursday to see what car were available which was not much but Conor mentioned 1 which was going live in a few hours and allowed me to see it. I returned to as we would go for it after conversations with my husband, to be told it was sold but could get the one from Sheffield which was organised for 27th , as stated before. we did check if we were committed if any issues with it etc and Conor said no.We know that GuardX was applied but not sure if removed as we have but left with sticky marks in places(some on the inside of the boot which I found today)

cust purchased a vehicle and traded her own vehicle in no finance on the vehicle. Told that the car was 1 owner ford motor company reassuring to the cust that this was a ford vehicle. Everything sorted before hand, took the invoice and the keys and off we went. When the cust got home she didnt get the certificate for the road assistance. Emailed the salesman on Saturday night and just got it today. having checked the paperwork, it was not under direct ford scheme and there will be no road assistance. Nor radio or key code and it couldnt be found but he will have to take the vehicle back. As it wasnt under the ford scheme 2nd hand margin scheme supply invoice.

We wanted to refinance for a new Ford Explorer.The finance took an unusually long time to process. Contact was very poor from the dealership.Once approved, communication regarding our new vehicle was also very poor so we decided to purchase elsewhere

Excellent service from Chloe right from testing driving the Ford puma to collection. Kept us informed and helped me as I am not that tech savvy!!Brilliant hand over great work Lookers and especially Chloe.

Conor was polite and helpful however we did not buy a car as the trade in value was not what we'd hoped. Conor mentioned using Motorway to sell our vehicle but we did not want to go down that route. We were very disappointed to then receive an email from Motorway requesting photos for our car. We did not give Conor permission to pass on our name, phone number, email or car details to anyone else. Surely this is a breach of GDPR rules!

Clearly explained everything.Provided information and answered all my questions thoroughly.

Quote process took a very long time. Absolutely disgusted that the company wants to upsell extra products/ services on a £40k purchase. Should all be included.

Customer took ownership May 25 - Insurance would not cover cost of her bump due to the vehilce been repaired in the past and was a poor repair ( rear sensor did not work) which customer was not aware or told about. Sales (Oliver Kane has been helping customer, who has been really nice) said they would cover some cost towards customer bump. Customer is wanting the cost covered as feeling she was mis sold vehilce as been in a previous accident . Customer asking for her car to be put back to standards it should be.

Dear Ford Service Team,I had sincerely hoped this situation would not need to escalate into a formal complaint. Unfortunately, I feel I have been left with no alternative.I currently have a Ford Kuga (ET67 EWN) covered under a Ford Service Plan, with the MOT due on 14/03/2026.On Thursday 19th February, just under a month before the MOT expiry date, I called to arrange the MOT after finding no suitable appointments available via the online booking system. I was informed that the earliest available date was 23rd March — nine days after the MOT expires. I was told that someone would contact the service team to see if the vehicle could be squeezed in sooner and that I would receive a call back.I made it very clear during that call that I live in Woodbridge on the Suffolk coast, with extremely limited transport links. I rely entirely on my vehicle for school runs and to travel to work. Allowing my MOT to expire is simply not an option, and I cannot be without my vehicle for an extended period.The only solution initially offered was that I could have the MOT carried out elsewhere. I find this completely unacceptable. I have paid into a Ford Service Plan for several years specifically for the reassurance, convenience, and continuity of having my MOT and servicing managed by Ford. Suggesting I go elsewhere defeats the entire purpose of the plan I have been paying for. It also seems a little silly to suggest i go elsewhere to pay for a service i have ALREADY PAID Ford for!I also did not receive the promised call back.I therefore called again this morning and spoke to the same representative. After placing me on hold to contact the service centre, I was advised that I could bring the car down daily and leave it there, and they might be able to look at it .. but they also might not.Given that I live just under an hour away from Colchester and work full-time, this suggestion is entirely unrealistic and unreasonable. I cannot drive nearly an hour to drop the car off, attempt to find alternative transport back home or to work, manage school pick-ups and after-school commitments, and then potentially make another near two-hour round trip to collect a vehicle that may not even have been examined.In addition, 23rd March is not a convenient date for me in any event, as I am flying out of the country on 24th March. If the vehicle were to fail its MOT on the 23rd, I would have no realistic way to arrange and authorise repairs before travelling. I genuinely do not understand how I would be expected to resolve that situation.I am extremely upset and frustrated by how this has been handled. I feel as though I have done everything correctly by attempting to book in good time, yet I am now left with no workable solution. I feel completely stuck, with no practical way to move forward or fix the issue despite being a paying Service Plan customer for 3 years now!I am therefore trying to understand how it is acceptable that I attempted to book my MOT in reasonable time, there were no suitable appointments available before expiry, I was not called back as promised, and the only alternatives offered were to go elsewhere or repeatedly travel significant distances on the off chance the car might be seen. The one confirmed date offered also leaves me with no contingency should the vehicle fail.As you will be aware, under the Consumer Rights Act 2015, services must be provided with reasonable care and skill. Furthermore, as a subscribing business to The Motor Ombudsman’s Motor Industry Code of Practice, Ford dealerships are expected to handle bookings and complaints fairly and without causing avoidable inconvenience to customers.A service plan is marketed on the basis of peace of mind and convenience. My experience has been the complete opposite.I am requesting:1. An urgent MOT appointment before 14/03/2026.2. A practical solution that does not require repeated long-distance travel with no guarantee of the vehicle being seen.3. A clear explanation as to why Service Plan customers are unable to secure bookings within the required timeframe.4.If this matter cannot be resolved promptly, I will have no option but to escalate this formally to Ford UK Customer Relations and, if necessary, to The Motor Ombudsman.I look forward to your urgent response.Yours sincerely,Mobile number (available after 3:15pm)

I hate walking into car showrooms, sometimes you just want a female presence, it was nice being met on the door by a female receptionist who asked me straight away if she could help