customer dropped vehicle off on thursday following diagnostic taking place on previous visit, called up on friday to get an update of progress on the vehicle to be told the person looking after his vehicle had finished for the day but that he would receive a call back on monday. customer has still not had any contact today or any form of progress update relayed to him regarding the potential repair

Good afternoonI purchased a Ford Focus ST Line registration NK21XRD in July 2025 on a PCP deal form Dunston Lookers Branch. Before taking out this deal, I confirmed with the salesman, Cameron Beattie, that this vehicle had a full service history. This was confirmed.However, following the purchase I was not sent any documentation relating to the service of the vehicle. The service portfolio I was given with the vehicle contained no records of any service, which is understandable give that electronic service records are now kept. The service portfolio advises that the service month for this vehicle is April. Given this, upon further inspection of the service portfolio missing any evidence of past services, and in advance of April 2026 I contacted Cameron regarding the services for which I was given no records and asked for them to be forwarded. I understand that this may have been missed when documentation was sent to me regarding the vehicle after purchase.I initially contacted Cameron about the service records by email on 21st March 2026. Following this I was informed that this information would come from a separate service department for which I was given contact details. On 23rd March 2026 I was sent the details of one service that the vehicle has had, dated 19/05/2025.Given that the service period for this vehicle is every 24 months or 18,000 miles, at least one other service should have been conducted on the vehicle. The service department have informed me that have no other record of a service.I have since relayed this information to Cameron, in an email dated 23rd March 2026 to which I received no response. On 24th March I called the Dunston Lookers Branch and spoke to Cameron, who informed me that he had emailed Ford direct for the full service history but had not yet heard back and I would have to wait until he had received this response. I am yet to hear back from this last update, and a further email sent chasing up this issue and asking for an update on the 7th April has been ignored with no response in relation to the service history.Yesterday, 11th April 2026, I emailed Cameron asking for details of his manager, forwarding the email chain asking multiple times for updates. To this email I quickly received a response providing details of the manager, Nathan Smith, claiming that my other emails had gone to his spam folder. My other emails landing in a spam folder seem a great coincidence considering no other emails to lookers or Cameron have had such issue. Nevertheless, still no update was provided about the full service history. A further email was sent to Cameron yesterday, asking yet again for an update surrounding the service history, once again this has been ignored.The lack of communication and missing evidence of a full service history is causing serious concern, I bought a vehicle from lookers and entered into a financial contract on the understanding this vehicle had a full service history, the lack of which will significantly impact on the future value of the vehicle.I have sought advice on this matter, and I am aware that this lack of a full service history infringes on the legal rights protected under the Consumer Rights Act 2015, the Consumer Credit Act 1974, and through Financial Conduct Authority (FCA) regulations.As previously, I understand that not receiving the full service history may be the result of a simple oversight which can be amended by sending the full history through now. I’ve checked my junk folder, I don’t seem to have anything there. However, the lack in recent communication and the lack of records held by the service department has raised the concern that such a full service history doesn’t exist and therefore the vehicle has been mis sold. Should this be the case, I will be taking this matter further.Given the advice I have sought, I require acknowledgement of the receipt of this email. Upon receipt of the full service history for this vehicle, no further action will be taken. However, should no response be received to this email before 18th April, 4 weeks since I contacted Cameron and therefore Lookers about this issue initially, and is ample time for a full service history to be sent to me, I will be seeking further advice on this matter and the necessary financial compensation.Please consider this email a formal complaint.RegardsMichael Ayre

Salesman was easy-going but informative. No pressure and a pleasure to deal with.

Very goodQuick servicePleasant staffGood coffeeKind RegardsSimon Clayton-HibbottGeneral Sales & MarketingMobile: 078873 20752Direct: 0191 4999921Email: simon.clayton-hibbott@lynxfuels.co.ukwww.lynxfuels.co.uk

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