I am writing to make a formal complaint regarding my recent experiences with Lookers following the purchase of a brand new Ford vehicle from yourselves in May.Product Recall HandlingA product recall was issued for my vehicle; however, I was not contacted by Lookers at any stage. I only became aware of the recall after receiving a letter directly from Ford. Given that I purchased the vehicle from Lookers, I find it unacceptable that no proactive contact was made by the dealership.When I attempted to book the recall remedy, I was informed that this work cannot be carried out on a Saturday. As a full-time teacher working Monday to Friday, this presents a significant difficulty. I was offered a courtesy car but advised there would be a £25 insurance charge. Given that this visit is to rectify a manufacturer recall on a vehicle you sold to me, I do not believe it is reasonable to expect me to pay any associated costs. I was told given the dealership location I was “able to get the bus to the Metrocentre,” which I found dismissive and wholly inappropriate given the circumstances and that I do not work on a direct bus route, even from the Metrocentre.Tow Bar Cover / Warranty IssueI also raised a concern regarding the tow bar cover falling off my car. I initially came into the dealership to enquire about a replacement under warranty but this was dismissed by the service department. I then contacted Lookers by email to ask whether this could be resolved under warranty, as the part had fallen off without ever having been removed to use a towbar. I later found the cover on my driveway, but it was damaged and no longer attaches securely.From my understanding, the pointed end of the long section of the cover is designed to attach to the vehicle to prevent loss. This section is undamaged, which strongly suggests the cover was incorrectly installed in the first place. Despite this, I was told a replacement would cost £45 and would not be covered.Poor Communication and DelaysMy email was originally sent to Stephanie Curry, whose automatic reply (9 December) advised me to contact Alex Marshall-Hunt. I forwarded the email on 16 December and received an automatic reply stating he was on annual leave and advising alternative contacts. Despite this, I received no response at all between then and 3 January.I then attended the dealership in person and spoke to Alex, who told me he had contacted the service department. No one from service had subsequently contacted me following Alex’s email and Alex did not let me know he had made this contact either.When I eventually booked the vehicle in, I was again told the tow bar cover would not be covered. Alex later confirmed this in writing, stating that the cost could not be covered due to the length of time I had owned the vehicle and that “other factors” could have caused the damage. I do not accept this explanation, particularly given the evidence suggesting incorrect installation and the fact that when I first attended the dealership about this issue the vehicle was less than 3 months old and less than 7 months old when I contacted the dealership by email.Tyre Recommendation Following Health CheckDuring the vehicle health check, I was advised that all four tyres should be replaced at a cost of at least £100 per tyre. I was extremely surprised by this recommendation. The tread depth was approximately 4mm on each tyre, which is well above the legal minimum, and the car is less than one year old with less than 10,000 miles on the clock. I find it difficult to understand how a nearly new vehicle with this mileage could reasonably require four new tyres already. This recommendation has left me feeling that I am being encouraged to incur unnecessary costs and that Lookers may be attempting to profit rather than provide fair, evidence-based advice.Summary of Concerns• Failure to contact me regarding a safety recall• Unreasonable arrangements for recall work• Being asked to pay costs related to a recall repair• A warranty issue dismissed without proper consideration• Poor communication and lack of follow-up over several weeks• Questionable advice regarding tyre replacement on a nearly new vehicleResolution SoughtI would like:1. The tow bar cover replaced at no cost to myself under warranty given the £45 retail cost against a £38,000 purchase price of the vehicle.2. Confirmation that the policy around recall-related work will be reviewed to include removal of any charges, including those related courtesy car insurance.3. A clear explanation and justification for the recommendation to replace all four tyres4. An explanation of why recall communication and customer service have been handled so poorly5. Assurance that this complaint has been reviewed by senior managementI have been extremely disappointed with the level of service received, particularly given the cost of the vehicle and the expectation of care when purchasing a brand new car. I look forward to your prompt response and a fair resolution.Yours faithfully,Callum Grange

4th December ales call customer as customer has been waiting 6mths for new car - should have been delivered on 16 December. customer had call 13th from amber told customer will not be delivered - customer saying Amber was quite sort - Amber could not give any reason why the vehicle could not be delivered on 16th. The lease company have had few calls with branch/ sales . The new vehicle apparently turns out to have soft ware issue - customer was told By Claire she would call customer back but never did. The customer is not happy as she is going to get charge for extra Mileage on her pervious lease car. Ms Jones is saying Jenna has sorted this out she now has received new car - but is having to stay in most of the day for the previous car been collected. Customer is looking to be compensated and an apology.

This was the 2nd vehicle purchased from the same salesman at the same dealership as previously they were fairly helpful and had the vehicle i wanted.A complaint had already been raised and a final response received, was given the option to get in touch with the Financial Ombudsman but not the TMO. My complaint was the way in which i feel i had been mis sold the vehicle and not the finance aspect, there was never an issue with this yet the Complaints Resolution Handler made the complaint about the finance. I have requested transcripts of telephone conversations several times and only been given the CRH summaries. I recently contacted the CRH on the 30/12/25 requesting the transcripts yet again and still await a response as of today. If there is a charge for the full transcripts of the telephone conversation i am happy to pay as i will be taking this matter further and will request recompense along with the time taken and distress this matter is causing myself and my family.

Very friendly and professional

I made an enquiry about a CLA at Gatwick as looking for my daughter. I emailed/online enquiry asking if the vehicle had any stone chips, scratches marks etc. This to avoid a 1hr 30min to 2hr drive down to view the vehicle.We had a phone call stating its clean and no issues, so with this I said we will travel down. Well upon my arrival I could see a stone chip on the bonnet. Now this gives me the impression already I cannot trust the word from the sales lady. When I pointed this out to the lady, her reply is, "Well if its been on the road for a year then more than likely it will have stone chips, we will use a paint pen if asked to cover up" Now if I was told this on the phone call I would not have travelled and wasted my time. Yes the car overall was nice, but not being honest is wrong and deceitful.Even when I look at the car when leaving, another sales agent went out to video the car for another enquiry, now this is just a tactic to get a deposit down.

I spoke to one of the staff and let him know my circumstances and what I was looking for he said I would be sent something the same day but to date have had no response following the conversation.

I bought a l200 pickup which has had engine managemnet fault and a noise from either gearbox or diff when the pickup has warmed up which tht pickup has been back twice egine management gets cleared but comes back after driving for while also does the noise frkm underneath which no one can seem to hear but i can and so can my partner

Helpful and polite. My queries were addressed and feedback given.Many thanks.

Van would not start my local garage had to recover it and fo pessary works

Cust has had an oil leak on numerous occasions this is the third time this has happened and the branch have advised it is not on the warranty, the last time was Sept 24. May 25.cust is not happy that the repair would not be under the warranty.