V good experience

Dear Ford Lookers Team,I am writing to express my dissatisfaction with the service I received during my recent MOT. While I understand the reason my vehicle failed—due to a faulty tyre sensor—I was disappointed with how the situation was handled.I was advised to order a replacement sensor myself via eBay, which I found surprising and unprofessional for a main dealership. I was then told that if the replacement part failed again, I would need to order an official Ford sensor and could potentially be without my car for up to a month, with no courtesy car available.To better understand my options, I contacted two other garages. Both confirmed that they would either provide a courtesy car or already hold the required sensor in stock. One garage even stated they would not have charged for the sensor itself, whereas I have been told I must pay an additional £54 for the fitting.I have always tried to remain loyal to Ford Lookers, but this experience has left me feeling let down and undervalued as a customer. As a result, I will now be seeking MOTs and further maintenance elsewhere.I hope you will take this feedback seriously and review your processes to ensure other customers do not experience similar issues.

I am Peter and I am interested in buying a used car. I want to inquire about its availability and booking process.--Best Regards,Peter Parker

Good afternoon,I am contacting you on behalf of my daughter FLORENCE BURGESS who was sold the above car at your Colchester dealership on a PCP plan back on 16th February 2023 by Jordan Eleodore who as I understand is no longer with the dealership and nor is the Finance Manager Ben Adam who dealt with her transaction.We need to know what we have to do in respect of the fact that Florence was not asked certain specific questions by the Salesperson that she clearly should have been, and was also categorically not offered certain options available to her that again, she should have been, namely GAP insurance which I believe you call Total Loss Protection.This has only now come to light because she was in a ‘no fault’ serious accident on 28/10/2025 which has resulted in the said car being classed as a ‘Total Loss’ and there is now a possibility that she may personally have to make up any financial shortfall between the cars value and the amount owed to REDLINE FINANCE which would 100% not be the case should she have correctly been offered and told the fact that she was eligible for your Total Loss Protection cover.We look forward to your earliest response please?Kind regards,Steve Burgess

Chloe was brilliant to deal with, very proactive, attentive and fair.

Extremely helpful and accommodating staff very easy and enjoyable experience

Was just a casual look.I am looking to buy in mid December and wanted ideas.

Very helpful

Dear sir/madamHaving recently had many requests and reminders to fill in a review about my experience with a visit to your Colchester branch I conceded and completed one on Trustpilot. You have clearly seen this and have asked me to give more details that, as best I can remember, I will describe below:I received an e-mail reminder for my Service Plan MOT & Service on the 09/09/2025 with a [local code] telephone number of 01206225355. My phone log is confusing as there are a number of incoming and outgoing calls to this number but I am assuming the 8 minute one on the 19th September was the one for the booking. I explained that I had a service plan and needed to book an MOT & Service for my Focus EN66AOG. I was told would be an interim service and it was suggested I considered having the brake fluid changed as it was four years since the last one to which I agreed to have this additional work done. It was booked in for a "while you wait" service on the 10th October at 08:00. The reason for this is because of the awkward location and past experience as I cannot get a bus home until after 09:00 and that can take at least an hour then obviously returning later. Having asked for it to be ready by 14:00 but eventually getting a call just before 17:00 that it is ready then clearly I cannot possibly get there in time and have to wait until the next morning. The while you wait worked well last year as it allows me to walk to a nearby cafe for breakfast.I arrived on the day 30 minutes early, signed the paperwork, was told it would be 3 hours to complete then I sat in the reception area to kill some time until the cafe opened. I saw that my vehicle was removed from where I had parked it promptly at 08:00. A little while later I left for the cafe.I was making my way back and at 10:26 received a call [believe it was from Andy but not sure] telling me that an Interim service had been carried out but it should have been a full service and they could not start anything for an hour and it would take two hours after that which was not acceptable. I did not want to walk around an industrial estate for that amount of time. I was then asked if I wanted the car washed to which I agreed as it would likely be completed in the 15 minutes it would take me to get there.Arrived at reception and saw a different person and had to explain to them the contents of the call I had received and the vehicle had to be booked back in. They then went to speak to another person on the reception desk who I am sure was the person who phoned me earlier. I was then given limited paperwork consisting of the invoice, MOT test certificate, MOT emissions results and a rate your experiences leaflet, nothing else. I paid the invoice, rebooked the vehicle in for the 7th November [in 4 weeks time] that was the first available convenient time and then asked about the Roadside Assistance cover, what did it consist off and who was it with. The reason for this is that I recently purchased a 2nd hand Fiesta from yourselves in Colchester and had taken out additional cover [provided by the RAC who I have little faith in due to a recent experience with them] and, more worryingly, a similar service plan. Was told it was the AA but was currently being reviewed and it provided home start and recovery. Then left for home.I received messages to fill in a survey which I was reluctant to do as I was not impressed with the service. Decided to look into matters and found the invoice did not list ANY service work being carried out and that the "Ford Service & Roadside Assistance - FOC Documentation supplied" but it definitely was not despite me asking about it at the time on another matter. Then found the service book did not have a stamp in it either. Received a call from a pleasant lady about my recent experiences and she said did I want to speak to the service department to which I could see no point. Received another e-mail [or text, cannot remember] reminding me I had not completed the review and was now starting to get annoyed.Had several e-mail correspondence with the service centre [attached] that suggested it was my fault for booking via the Newcastle booking centre. That was news to me as I had dialled a Colchester number and had no idea it had been intercepted and diverted to be answered by someone without any technical experience 270 miles away. Apparently you already know about this. Had enough of the run around and decided to complete the reviews.Two other things have since sprung to mind. According to the invoice a "visual vehicle condition report" was completed. In the past I have always received this and been talked through it, especially important when there are advisories on it. That was never mentioned or paperwork provided. Secondly, and strangely, everything is 3 hours, no matter what the work to carry out is. The original MOT, service and brake fluid change was 3 hours, additional work required after the [failed] interim check was they could not start on it for 1 hour then 2 hours work [again 3 hours], on the rebooking it had to cooldown for an hour then 2 hours work [and again 3 hours]. Something is not adding up here as an interim service takes 2 hours, so does a full service, so does the additional work to get from an interim to a full service [I was told this required new spark plugs, pollen filter & air filter for this].I do not know what to believe any more.Hope this makes sense, if you require anything else please let me know.RegardsBob NevardFocus EN66AOG

When viewed the car for test drive vehicle had a flat rear tyre. Then after purchasing the said vehicle had issues with the brakes, faulty near side window not operating and attention needed to the same rear tyre which was flat on viewing. Later realised that the car had been sold to me with no up to date service! Brakes have become faulty again and hand brake not holding when parked on a gradient. Whole experience has been very unsatisfactory