Dear Ms Cassidy,I wish to formally raise a complaint regarding my recent vehicle purchase from Gateshead Commercial. FG75JJZThe vehicle was delivered with a number of significant issues, including:• Damage to the tailgate requiring repainting.• Damage to the driver’s door requiring repainting.• A gearbox fault, subsequently confirmed and being addressed under the manufacturer’s warranty.• A strong smell of cigarette smoke within the cabin.• A Ghost immobiliser fitted to the vehicle, with no supporting documentation and no information provided regarding the installer, raising concerns regarding future warranty and support implications.Within minutes of the vehicle arriving, I contacted Michael, the salesperson who handled the transaction, to discuss these issues. At no point prior to taking payment was I made aware of any of the above defects.Unfortunately, Michael’s response was wholly unsatisfactory. I was advised that there was nothing wrong with the vehicle when it left the dealership, that it did not smell of smoke, and that as it was a used vehicle he considered the damage acceptable. This position is difficult to reconcile, as the damage is simultaneously being denied whilst also being justified.The circumstances leave me with two possible conclusions. Either the vehicle was not inspected to an acceptable standard prior to sale, or it suffered damage after leaving the dealership. If the latter is the dealership’s position, I would welcome an explanation as to how the vehicle could have sustained body damage, developed a smoking odour, acquired a gearbox fault and arrived with these issues immediately upon delivery.I would therefore request copies of the vehicle’s PDI, preparation records and any condition reports completed prior to its release.Following my conversation with Michael, I contacted the dealership and requested to speak with Matthew Potts, whom I understand to be the Dealer Principal. I explained that I wished to make a formal complaint. After being placed on hold, I was informed that Mr Potts was unavailable, would not be returning my call and that the matter would instead be referred back to the sales department.I found this particularly disappointing. My businesses purchase approximately 350 vehicles per year and spend in excess of £10 million annually on Ford products. We regularly transact with a number of Ford and Lookers dealerships and have generally received excellent service. This experience, however, falls significantly below the standards I would expect from either Ford or the Lookers Group.I would be grateful if you could review this matter and provide a response addressing:• The vehicle damage and the dealership’s proposed resolution.• The gearbox fault and how this was not identified prior to sale.• The cigarette smoke odour within the vehicle.• The undocumented Ghost immobiliser installation.• Copies of all PDI, preparation and condition inspection records.• The handling of my complaint and the refusal of management to engage directly.I look forward to receiving your response.Yours sincerely,Paul HardingManaging DirectorCENTURIAN PARC FERME LTD

PLEASE ALSO SEE EMAIL CHAIN IN ATTACHMENTSGood Afternoon,In relation to the email below we have yet to receive any communication.Please can you escalate this as a matter of urgency.Many ThanksGraeme Ball

Hi, I've tried calling the garage, however no one answered the phone and the call ended after minutes of waiting (i called from 07765 414 740) if you want to check your telephone records.I received a call from the Commercial Manager, Christian this morning, regrading poor service and incorrect replacement of tyre. Christian was unable to help with the service challenges and I am awaiting a call from Matt Potts on Wednesday. Christian assures me he has met the legal obligation to replace the tyre with a road legal tyre on my vehicle. My feedback is, that the tyre has been replaced incorrectly and not as agreed, i recognize that the pattern maybe different, however the tyre is incorrect. The tyres in the vehicle are M+S (which i understand is mud and snow) and the tyre fitted is HT which is highway terrain. I was assured when i bought the vehicle, that the tyre would be replaced for the same. There is clearly a difference which needs resolving. I welcome your feedback.

I purchased Ranger ND23 OSZ knowing the front tyre was defective and a new ‘off road style’ tyre was on order. The tyre was not sourced on day of collection and a replacement wheel / tyre put on the vehicle as the tyre was defective. The solution to this problem was to swap it with the spare and put the defective tyre as the spare! I complained and the solution was to source the right tyre. I was unable to attend and the sales team offered to pick my vehicle up as someone was passing on the way to work. The time to fit a tyre was three weeks! The day came and I had to chase the garage to collect the car. Excuses were made, in summary they forgot. I was offered a new time today to attend, I attended today and there was no one visible in service and after 20 mins someone turned up with a queue of four people. After a 100 minute wait my car was ready. However the replacement tyre is not an off road style tyre as promised as part of the sale and the car was filthy. I brought the car in clean and it was returned as if it had been driven through a bog with mud all over the arches, mud flaps, up the wheel and splashed up the side of the vehicle. I bought the car in agreement that the tyre would be replaced to match the others, after a month this has not happened and you do not expect a car to be issued clean and returned covered in mud. Terrible service from start to finish and this is just for a tyre! Please can some call me to discuss.

Car was advertised with full service history but in reality had very little history. Mike was very attentive and tried hard to track down the history but was unable too. As I was nervous about buying such a car I decided not to go with it, then changed my mind again as I really liked it. This obviously irritated the manager who sent a very curt email saying he would no longer sell me the car. Not what you would expect from Lookers overall if I’m honest.

This morning, vehicle booked at Dunston and they have transferred the booking to South Shields and taken the van to South Shields they have been told that the vehicle is a leasing company and is to heavy for their ramp

vehicle booked last Wednesday. Mot booked call the day before the centre had no availability to carry out the moT and was transferred to Middlesbrough, MOT would have expired had to take elsewhere

Hi, I recently purchased a used vehicle ND73 OSZ.When I viewed the vehicle, there was a heavily worn front drivers side tyre. It was confirmed the tyre was on order and to be replaced. I confirmed I would purchase the vehicle. I attended the following Saturday and a replacement tyre was fitted whilst the matching tyre remained on order. I left very happy with the vehicle knowing the tyre would be replaced to Mach those on the vehicle. When I got home I noticed the replacement was a swap with the spare, what I would label as a defective tyre with both corners worn bald. I made the garage aware and it was confirmed this should not have happened a replacement was on order. Extremely disappointing that this has passed your quality and inspection checks. I chased on Saturday and have radio silence on when the tyre will be replaced. It is now Tuesday and still no comms. I am driving a vehicle with a defective spare which is concerning and needs an immediate resolution.

Cust £500 on the 13.03.26 finance didn't go through but the customer has not received the deposit.

Good afternoon,Service team were very good also no issues with work carried out however I am disappointed that I need to return my motorhome to have recall 23B88 completed. I booked my vehicle in on 4th March for this recall to be completed in conjunction with the service. To be informed that you have now ordered the parts isn't acceptable as it means a second trip and more time off work to return my motorhome.The recall notification from Ford clearly states the recall is under an hours work and I confirmed the drivers door card was incorrect so why weren't the parts ordered?I appreciate that certain recalls need inspecting first to confirm the rework is required however this is not one of them, if it was Ford's recall letter would have stated this.Disappointed service level.RegardsHuwHuw TeasdaleEmail: huwteasdale@gmail.comTel: 07785 616076