I picked up a used Ford Puma today. I travelled 4 hours to collect. I have had the most awful experience. There is scrape damage to the passenger rear wing which was not notified to me. Your rep sent a video saying the bodywork.was "immaculate". My concerns were brushed aside. I was then forced to pay an extra £300 as you had not asked me to provide service history proof of my current car. To cap it all I had to pull over on the way home as all 4 tyres were deflated.

Hi I am writing to you regarding an issue I’ve been having since November 2024. My vehicle lost drive an was taken to lookers Ford who assessed it as I was bringing the vehicle in and out a number of times for a noise that was related to the transmission however it was never diagnosed. When this failure happened I was told it should be covered under warranty as that is likely the cause of the noise what had happened is the flywheel failed causing the clutch springs to disintegrate however when it came to the vehicle been built back up I was told I’d need to pay for the repair as a goodwill repair wouldn’t be given as it is directly due to the way the car has been used which is a false allegation as the car is driven correctly and I have seen the clutch with my own eyes and the friction meterial and the pressure plate was both in a good condition which tells me the clutch has been used correctly and has not been abused. But in the end I had to pay in protest for the repair.Upon getting the car back I found the car was struggling to get into gear and lurched forward when selecting a gear with the clutch fully depressed not only that I found half of the components under the bonnet were either broken missing or disconnected including the intake hose for the air filter. I took photos and documented this and sent to lookers Leeds via email. They got the car back in and rectified most of the missing items however some scratching to the chassis leg was not addressed and the issue with the car not engaging gears properly apparently this was “normal” but the clutch is dragging and has been since it left the workshop but i was told the only thing they’ll do is strip the box down have a look and if nothings wrong I’ll be charged all the costs again which wasn’t fair at all so I lodged a complaint with Ford which they’ve recently got back to me and told me to complain to lookers first as you’re not a trust Ford dealership so first I need to go down your complaints procedures before Ford will look into it. So before seeking legal proceedings I am wanting to log a complaint and go through the complaints procedures here to see if anything can be done about this issue as my car has been off the road since November last year which is absolutely disgraceful.Therefore I request my complaint is reviewed by the highest authorityKind regardsConnor

Because no one from Leeds has contacted me.

they kept lying all they were botherd about was taking my money

Kie was great, really friendly and knowledgable. Although you didn’t have the car I was after, she went the extra mile in keeping a look out for anything that came up that meet my requirements. Her emails were clear and timely, and she was really kind when I finally found a car elsewhere.

Good Afternoon,I am still waiting for my warranty documents that I requested on the 11th September 2025. As discussed on the phone when I try to access the original emails, when we purchased, it now says they are no longer available.Thank youSophie Oddy

I’ve been watching a vehicle in your Leeds branch, I’m in Gateshead, I’ve agreed a deal in principal but asked if you would bring the car up to either your south shields or Gateshead showroom so I could see the car and have a test drive and the plain answer was no. I’m self employed and only off on a Wednesday, this week I have an appointment with my diabetic nurse, and the Wednesday after depends on my appointment with what happens on Wednesday so it would be 3 weeks before I could get get down to Leeds. Where as if they could bring the vehicle up the deal could be completed even as early as this week. But the manager I spoke to just said no, even when I asked if they were prepared to lose a vehicle sale, he then said other people were interested, but if there is others interested then why have you reduced the price of the car again.

Salesstaff were excellent

Thank for your speedy response it was Lookers Ford Leeds.If you can report back as soon as possible so I can move forward.I am still interested in the car but will not now deal with Leeds.RegardsJane Dowson________________________________________From: Customer FeedbackSent: Monday, November 3, 2025 1:01:02 PMTo: Dowson, Cllr JaneSubject: RE: Lookers Leeds Ford Fiesta Titanium X - Registration number EK73MOVGood afternoon Mr Dowson,Thank you for your email,We are sorry to learn that you have experienced difficulties with a Lookers dealership.Please could you confirm which Looker’s dealership this refers to so that we can ensure that it is referred to the relevant team for investigation.Kind Regards.Lookers Customer Service & Resolutions TeamFrom: Dowson, Cllr JaneSent: 02 November 2025 23:38To: Vehicle ComplaintsSubject: Lookers Leeds Ford Fiesta Titanium X - Registration number EK73MOVExternal Sender: Confirm legitimacy before acting.To whom it may concern,I would like to make a formal complaint concerning the conduct of your used sales dept at Lookers in Leeds.The first element concerns the lack of initial greeting, and I do hope you have CCTV to confirm what I am saying. My husband and I walked over from your showroom across the road and approached a building saying ‘Welcome’ which I assumed was reception. It is not at all welcoming and despite shouting Hello after waiting in the lobby for a while and despite hearing voices, no one came to greet us. We also tried the door of an adjacent portacabin which was locked. At this point we decided to leave but when about to leave the lot we noticed a salesman coming over from the shops. We greeted him and was then shown into the most unappealing room to discuss a purchase we had seen online.He looked online and found the car we were interested in and confirmed they had nothing similar in Leeds. We discussed the specification and the price. He disappeared on several occasions to speak to his line manager. He printed out the Internal invoice Account number i00002 Document number 20369925 in the name of Carl Byford and including the correct registration number for the vehicle showing us it had been serviced. He went through finance at length telling us the financial conduct authorities insisted they go through two options and despite us telling him it was a cash sale. He went on further to tell us about the maintenance packages we could purchase, showing us short films on each one. We discussed a £295 delivery charge to get the car moved from Colchester to Leeds.We were offered a deal which we accepted.He went to the back room to get the paperwork printed out and take a deposit. He then reappeared apologised and told us that they had made a mistake and were looking at a different car when the manager agreed the deal which they could no longer honour. This I believe is untrue and I have the Internal invoice the manager printed out with the correct registration number to confirm this.The manager came down tried to excuse the situation by saying the salesperson had only just started. I think that the manager is totally to blame and is culpable as the salesperson conferred with the manager on several occasions, keeping us in that small unappealing room on one occasion of around 15 minutes.We were there around two and a half hours including a short test drive of a similar car. It was two and a half hours of our Sunday wasted.As a professional sales organisation you cannot possibly deem this to be acceptable business practice. We said we would still go ahead if they honoured the agreement they had made with us. They were not prepared to do this.The offer was made, we accepted, the excuse of working to the wrong registration is not correct and I have paper proof of that in the form of the internal invoice that Lookers Leeds produced.The experience has left me very upset and dare I say angry. I really cannot believe sales staff operating on your behalf are that incompetent.If you were to ask what I want, it is to have the deal completed as offered and accepted, which was:-Total £14376 to include delivery at £95 and minor damage protection at £432I have meetings in the morning tomorrow (Monday) so will call you complaints line tomorrow afternoon.YoursJane DowsonTel 07901 711111 text onlyEmail – jane.dowson@leeds.gov.uk

> Good afternoon>> I purchased a ford eco sport in 2018 from the guieseley branch of lookers in Leeds. This dealership is no longer there.>> I have a wet belt fault and fords good will scheme have rejected any support due to a gap in the servicing.>> As the car was purchased at lookers can you please advise if you have an assistance process. I am aware that ford dealerships were contacted in 2019 about this fault relating to the eco sport wet belt issue by ford, I am not aware of the responsibility from there in regards to alerting customers who had already purchased the cars.>> Can you please advise if you can assist in anyway.>> My car is in the garage and indications are it’s not worth repairing. I am seeking a new car with part exchange.>> Can you please offer any advise it would be appreciated>>> Kind regards>> Lisa Turnbull