HelloI am sorry to say I am very disappointed the service I have received with my new vanI guess I should start at the beginningI popped down out the blue on Saturday 31st January spoke to a Andy I think his name was told me he doesn’t sell vans but Ben was busy with a customer and you only had one commercial sales man in that day but fault not he went above and beyond to find the keys and let me view the vehicle and talked me thorough several options of reserving the vehicle ectLater that day I thought actually I would like that to be my van and reserved it onlineEmma then left me a voicemail at 18.12 from a mobile phone and said you would be in contact MondayMonday afternoon I called Ben and introduced my self I said I had viewed that van Saturday (as I would have thought I would have got a call Monday morning from him) and that the drivers door did not open from the inside there where a few ding dents on the rear door , and a scratch from where you guys had removed the previous owners wrap/ sign writing and that Andy had said it needed to go thought the workshopAfter he had a look to identify the issues and had them agreed to be done within about an hour of the call the deal was pretty much done one van with the dents and scratch sorted and a visit to the workshop for its checks and door handle repairAnd a set of rubber matts £50 off a 23k van I felt over the moon and he was willing to loose £50 so I felt we had all won as no one likes to pay the full price of a vehicleBen said he would get it straight over to the body shop as I said I wanted to collect Thursday as you advised 3 day collection I made him aware this should be the easiest sale I want the van , no px as I have a local dealer who gave me £2k more than you offered & I didn’t want finance and to pay cash (transfer) he said ok I will keep you updatedThen nothing Tuesday Wednesday afternoon I called Ben again and he said it was just going into the workshop I said perfect we and that’s when he said no it hadn’t been to the body shop as they where delayed so thought he would get it in service first I said your leaving that late to be collected Friday moving the collection day on a day but really I was thinking this guy is beyond useless at this point,Anyway Thursday come tried to call Ben no response, and was in the area so planned on dropping in had a spare hour , Ben called me back @ 1pm ish to say service had repaired the inner door handle and it had passed all checks so went over to marks tee to the body shop to drop the van off I asked how long would it be before I could collect as tbh I was at the point of pulling out the deal in 4 days that useless man had only managed to get it thought service with very little idea how to keep a deadline or customer’s expectations under control he has a code of promise nothing agree to nothing and when a customer gives him that deadline he sort of overlooks it as to make himself out as useless floating is timeAnyway so he his at the body shop I said so when will that be back tomorrow then for collection i don’t know he responded let me go and ask , called me back 5 minutes or so later they are hopefully getting it in early next week for a parking door dent and a scratch I said I am about to pull out this deal u have missed every dead line I have my own painter how long would it be if you just get the door ding done calls me back 5 minutes later just on the way back to site the dent man is on site already 🤦‍♂️So I get to the show room within 25 minutes the dent man had done the dent , knock off the paint repair for my man to do it (my man done a rear door window blow in 2hrs that Friday night) perfect your starting to make something happen we do the paperwork and I said so you have actually managed to pull this around you think it will be ok to collect tomorrow that’s fine I better order the floor mats from parts (in my head I am thinking wtf Monday we had mats in the deal you didn’t think to order any)Lucky parts had some on the shelf but that was more by luck than ben deservedAnyway Friday handover was done general stuff all goodOverall been to work in the van & trying to forget about dealing with you guys tbh wouldn’t recommend ben to anyoneHowever on the 16th i called ben in the afternoon as I hadn’t had time to reply to his email asking if i was happy with the vanI informed him both the headlights where condensing and It wasn’t going by leaving the lights on , I also said I had opened the Bonnet to see if the caps where not on correctly ( maybe at this point I should point out to you I used to work at gates of Harlow Ford technician number 99486 level 3 mechanic and currently an auto electrician imi membership number 20240900199 ) so I know what I am doing and talking about found the passenger headlight broken on the top edge and bracket missing also one of the main fixing points plastic glued back together, I informed ben via WhatsApp of these pictures he showed his bossThey said they would replace it but would need to speak with his boss and would come back to me on the process of getting it doneThey come back to me and said if the headlight is not loose it would not be replaced but would need to be booked into the workshop for them to take a look and also if it did need a headlight would need to be rebooked again , like I just brought a van so I could have days off driving about and sitting in your service department (did say I could go Chelmsford but would need to book so probably still would need to wait for hours)But after speaking with ben I removed the headlight I found the bracket on the bottom of the headlight missing and a massive crack in the headlight around more plastic welding repair this van has clearly been in an accidentCan’t confirm how bad but the headlight is damagedTelling ben that the locating clip under the headlight was missing , he said“but if it’s not loose we would not replace it”I don’t remember on any Ford dealer repair manual that if your missing a part of the headlight like locating clip that’s ok or them saying we just put them on there for jokes to waste manufacturing profitsOr do they ?The n/s/f headlight is broken & has water in itThe o/s/f headlight also has water in it (autho no signs of damage)If this was Ford manufacturing warranty both of these units would have been charged no questionsPlease see attached images- Image of bolt fixing plastic welded bodge- Top of headlight unit missing - should also have a locator that clips in that u on the wing above it- condensation in both left and right headlights- The crack under the headlight- plastic welded bodge under the headlight to fill a hole- under headlight support bracket missing

The time it took just to get a quote out to me and didn’t listen to the added bits I wanted on it.

I enquired about a ford ranger and spoke with Ben in the commercial sales team who was very polite and friendly and helpful we were trying to put a deal together on the ranger but unfortunately due to the extra cost of a hardtop being fitted the deal went cold I did email Ben asking if the quotes he sent me includes the cost of the hardtop but didn't get any further info from him.

Easy booking, friendly and well-organised staff.

No one got back to me about a new car

Dear Emma,I would be grateful if you could forward your senior colleague the following.Dear Dealer PrincipalI am writing further to our recent discussions regarding the classification of the Ford Transit Custom 8-seater supplied to us, delivered on 27/10/2025.I do not accept the suggestion that this matter can be resolved or closed on the basis that you no longer have internal sales notes, that the original sales staff have since left, or that you cannot locate a telephone record of my initial enquiry.At the point of order, during my initial telephone conversation when booking the appointment and again during the sales process, I specifically raised the question of whether the vehicle would be categorised as a commercial vehicle (N1). I was clearly and unequivocally assured by your sales manager that it would be. This assurance was material to our decision to proceed with the purchase as a business.The fact that the vehicle has now been registered by DVLA as an M1 passenger car confirms that the assurance given was incorrect. If, as appears to be the case, the vehicle was type-approved by Ford as M1 at factory build, then it was never capable of meeting the description under which it was sold to us.For the avoidance of doubt:* The absence of your internal records does not negate what was said.* The departure of staff involved in the sale does not remove the dealership's responsibility for representations made at the time.* This is not a DVLA error; it is a discrepancy between what was represented to us and what was supplied.On this basis, I consider that the vehicle was sold to us on the basis of a misrepresentation, within the meaning of the Misrepresentation Act 1967, which induced us to enter into the contract.I therefore do not accept that this matter is closed and reserve all rights available to us.Before you issue any final response, please confirm in writing:1. Whether Ford type-approved this vehicle as M1 or N1 at factory build (as per the Certificate of Conformity).2. What resolution you propose in light of the above.I would prefer to resolve this matter amicably and without escalation, but if necessary I am prepared to refer the matter to Ford UK, the Motor Ombudsman, and to pursue formal legal remedies.I look forward to your response.Yours sincerely,Dr Peter Linn

I’ve not been called back since I made the enquiry

1st class service

Really bad experience I rang on Thursday lunchtime left my number. I rang again on Friday lunchtime left my number. I tried again at the weekend. No one called eventually Tuesday at 5 o'clock. Somebody called me back very very poor service.

I am writing to raise a formal complaint regarding defective workmanship associated with major engine work carried out by Lookers Ford on my vehicle.On 20/09/2023 Lookers Ford carried out a wet timing belt replacement on my Ford Transit Custom (registration D22 HKN).Since that repair, the vehicle has suffered oil leakage from the timing belt cover area, which has resulted in oil contamination of the auxiliary drive system. As a direct consequence of this oil contamination, the alternator failed and had to be replaced at my own cost in October 2025.I have since been advised by an independent garage that:The oil leak is originating from the timing belt cover seal, which was replaced and resealed during the Lookers repair.Oil contamination of auxiliary belt components is a known risk if the cover is not sealed correctly or if sealant cure procedures are not followed.The alternator failure was consistent with oil ingress, not normal wear and tear.This issue represents a failure of workmanship, not a new or unrelated fault. The timing belt cover seal should not fail after such a short period following professional dealer repair, and the resulting oil leak has caused consequential damage to downstream components.I would also note that Ford’s own service guidance for wet belt replacement requires correct resealing of the timing cover using Ford-specified sealant and full curing time before engine operation. The presence of an active oil leak indicates that these standards were not met.I am requesting that Lookers Ford:Accept responsibility for the defective sealing of the timing belt cover and rectify the oil leak correctly, in line with Ford’s prescribed repair procedure.Reimburse or contribute to the cost of the alternator replacement, which failed as a direct result of oil contamination caused by the leak, and check for further damage caused to other components on the auxiliary belt drivetrain. I am experiencing bearing noises after longer drive times that are all focused on this area of the engine.I rely on this vehicle for my livelihood, and the failure of an expensive and major procedure carried out Lookers Ford has caused avoidable cost, disruption, and loss of confidence in the work carried out.I look forward to your prompt response and a constructive resolution.