I would like to thank Steven in the Lookers Gateshead Service Centre branch for his help and kindness today, after a previous visit to the centre he arranged for me to come back in and gave me a hire vehicle for the duration of my repairs however when I came in this morning and he advised the car was an automatic which I had never driven before Steven took time to show me how to use the vehicle, I set off on my journey home and had to call him for assistance as the car was stuck on an incline, he assisted me and whilst I felt very silly and stressed offered to take me round in the car for practice if I came back to the centre. I came back and he was so kind and helpful towards me and I really appreciated him offering to take time out of his day and provide further assistance. I decided that I could manage without the hire vehicle and he signed it back in for me, I suffer with anxiety and had got myself stressed with trying to get used to the automatic car and really appreciate everything that Steven did to assist! I felt so silly and he didn’t judge but just treated me with kindness and respect. Thank you so much Steven

Hi,I just wondered if you can help?I never normally complain but I am really shocked at the lack of customer service at Lookers Gateshead Ford Service Centre.I encountered an error with my parking sensors on my Kia Stonic and contacted Kia Newcastle upon Tyne on the 30th January 2026 where l purchased the vehicle and they booked me an appointment at Ford on the 26th March and was told I would have the car back that day, after explaining that a warning on the dashboard and constant beeping sound kicks in whenever I put the car in reverse. I cleaned the sensors and reset the button however the error continues.I checked in online prior to the appointment and the job sheet I got back confirmed I would have my car back at 5pm on the 26th March, my appointment was at 9.30am and I dropped the car off for 9.15am and there was no mention of not getting my car back later that day.The tracking link I was sent didn’t work so after hearing nothing I phoned at 3.30pm and was told my car hadn’t been looked at and spoke to Stephen who advised he would pop into the workshop and call me back in 15/20 minutes. After an hour and no call back I rang back at 4.30pm and was told Stephen was with another customer and couldn’t call back and that my car still hadn’t been in the workshop, I advised that I took the day off work especially and needed to have my car for work the following day and was never informed the car would be in longer than a day. Ellie advised that she couldn’t guarantee anything but they may be able to get a hire vehicle for me however I decided to pick my vehicle back up as they couldn’t promise me a vehicle.On arrival Ellie was very apologetic and went to get my car. Stephen apologised for not returning my call as promised and also for the delay, he said he would ring me the following day to reschedule my appointment and waive the hire car cost. I explained I waited 2 months for this appointment and that my warranty is due to expire in May 2026 and Stephen advised that he would sort something out and would phone me on the 27th March. It is now the 1st of April and I have had no calls.I am so disappointed as this customer service from start to finish has been bad, with empty promises and no care shown. When I purchased my car from Kia I was blown away by the fabulous service however this has really left me feeling nothing but disappointment and I would not purchase a vehicle there again if this is the centre Kia use for repairs due to the way that customers are treated.I am now in a situation where my parking sensors are still in need of repair and the warranty is due to run out.Thank you for looking into this matter and I hope to hear from you soonMany thanksDaniella

I am writing to raise a formal complaint regarding an ongoing issue with my vehicle, which I have reported multiple times over the past year.Initially, I was given an appointment after approximately two months. However, on the day of the appointment, I was informed that the specialist was not available. I then had to wait another two months before being referred to your Gateshead branch on 5 January.At that appointment, I was advised that a part needed to be replaced but was not in stock, and I was told I would be contacted within two weeks. No contact was made. After waiting for two months, I had to arrange another appointment myself and return the vehicle.On this occasion, despite the vehicle remaining at the dealership for two full days, no repair was carried out. I was again informed that the required part was not available.This level of service is extremely disappointing. It is unacceptable that such a straightforward issue has still not been resolved after repeated visits and significant delays.If this matter is not addressed promptly, I will have no choice but to reflect this experience in public reviews.

Only bought the car on 12th Feb. Fault found on TPMS valve and battery on 8th March. Booked in and seen on 23rd March and can’t find fault and won’t fix even though I have a report from Kwik Fit stating the fault. In the free health check the tyres were checked but not the tpms valves which are a common fault on fords apparently. Not happy with this outcome and taking this further. The staff at the garage did have good customer service in the way they spoke to us. However I don’t see why this valve and battery has not been replaced. Yes the sensor isn’t flashing on the dashboard yet but Kwik Fit said the battery is nearly dead and when it has died it will show. They said it needs replaced and that is why it should have been done.

Hi, the oil change was fine, waiting time could have been better owing to the fact that the car was dropped off at 8.00am but did not move until 10.00am. Dashcam records everything. So had an hour and half wait, thinking that it would have been worked on quicker. Was not impressed by the muddy mark on the passenger seat, looks like it was stood on owing to tread marks. Had to use wet wipes before Mrs A could sit on seat without dirtying clothing. I took a photo and sent this to dealership but have heard nothing back giving an explanation. I had also washed the car the day before but it came back dirtier after the jet wash. I will request next time not to wash car as this was not needed.Regards Mr Anderson.

Dear Cameron,I’d like to take this opportunity to apologise for the abrupt email but I am really concerned about my car as I was advised if this was left the engine would’ve likely blown and am away from home and cannot get back.I am writing to formally raise a complaint regarding a vehicle I purchased on 12 November, financed through MotoNovo Finance and supplied by Lookers Ford. In which was a replacement for a faulty car.As of yesterday, the vehicle has developed a serious fault. I have been advised by a garage that there is an oil leak which has affected all of the vehicle’s electrical components. This represents a significant mechanical failure and renders the vehicle unreliable and potentially unsafe.Under the Consumer Rights Act 2015, as this issue has arisen within six months of purchase, it is legally presumed that the fault was present at the time of sale unless proven otherwise. I therefore hold both the supplying dealer and the finance provider jointly responsible for resolving this matter.At this stage, I am willing to allow one opportunity to repair the vehicle, provided that:• The repair is carried out at no cost to myself• It is completed within a reasonable timeframe• A suitable courtesy vehicle is provided if necessaryHowever, given the severity of the fault, I must make it clear that I have serious concerns regarding the reliability of this vehicle. Should the repair fail, be delayed, or if the issue reoccurs, I will have no hesitation in exercising my final right to reject the vehicle. Please confirm how we will proceed as soon as possible.I look forward to your prompt response.Yours faithfully,Jessica

Bought a car 2025 on a 22 plate 22,000 and it has gone into limp mode no one can fix the vehicle. Took into the local garage and they have advised they are unable to sort it as nothing is coming up. The cust has was not advised that she could take additional warranty and they cant even get it book in for at least 2 weeks. the cust is very upset as she feels she has been sold a vehicle and no one wants too know anything about it now.

Good AfternoonI would like to make you aware of an issue I’ve had with your Ford Aftersales/Service department in Dunston (Gateshead).I had my car (Fiesta K6NXN) booked in to this branch on 23/02/26 for potential battery issues. The battery was replaced and I collected the car on the morning of 24/02/26. Within a short time, an error message came up on the dashboard and the EML illuminated. This happened numerous times and I called the dealership to make them aware of the messages which only started to happen when I collected the car from them. I was told it would be 5th May before they could get the car back in for a diagnostic check! I explained it had only begun happening after being in for the battery change a couple of days ago, but this made no difference.In the meantime the car also failed MOT it was booked in for due to the light coming on during the test. I also told the staff member that the error code on my OBD reader was showing P0113 which indicates an Intake Air Temperature Sensor issue.I use my car each day for work (I’m a driving instructor) so rely on it for a living and couldn’t wait until 5th May. Fortunately I managed to get it into Vertu Ford in Newcastle within a few days! They discovered that the Air Temperature Sensor plug was disconnected simply needed pushed in! They told me that it was likely unplugged (either accidentally or to replace the battery) by your Gateshead branch. Its located right next to the battery so that explanation is very reasonable given that no one else had been under the bonnet.So far, this error has cost me the following;?72.00 – For Vertu Ford Newcastle to plug the sensor back in?27.00 – MOT retest?200.00 loss of earnings due to having to have the car booked into Vertu for a day to identify the issue generated by your branch.That’s a total personal cost to me of ?299 which I would ask Lookers to reimburse. At the very least, I would ask that the ?271.14 I paid for the battery replacement to be refunded.I await your replyRegardsChris Nixon07795471323

Dropped my car off at 9:15 in the morning, it was booked in for a service at 9:30, waited all day, no phone call or any feedback, Called the garage at 16:00 to enquire about when it would be ready, no answer, called a further 3 times, no answer's, finally got through, asked about when my car would, was then told it had not been started and was un likely to be started that day, This was a Friday, they said they Might be able to get it done on the Saturday but could not guarantee and it may run into Monday, I needed my car to go to work down in Ipswich the on the Sunday night, No explanation was given as to why my car had not been serviced on the given time and date it was booked in, Shocking. I told them to forget it and when to collect the car,. needless to say I will not be using Lookers again.

ExcellentThank You