Good morning,I was expecting a response to my complaint registered on 27th October within 14 days as mentioned in your response. Please find the attached for the same.Kindly give me an update as soon as possible. My daily life is affected without the vehicle. I would also like to request you to provide me with a Curtesy car in the mean time.I am paying finance on the vehicle for no reason, which should have been returned back to finance provider in October. I am loosing on money in every way possible due to your mistake.Kind regards,Lakshmi.---LAKSHMI KANCHANA SUNDARESANUnited KingdomTel: 07539319174On Mon, 27 Oct 2025 at 10:36, Lakshmi Kanchana Sundaresanwrote:I am writing this email to lodge a complaint regarding a repair/diagnosis on my vehicle.Reg no : MD69 BFJ.Model : Ford RangerMy vehicle was given for a diagnosis on the 6th October 2025 at Lookers Sheffield branch for a leak from the front part (which we have identified as from the coolant).The complaint was very simple as I have mentioned ‘a leak from the front part of the vehicle with NO WARNING LIGHTS at all’.My husband who is a registered insurer of the vehicle has called for an apt and was given an appointment after a month. He was informed that the vehicle engine will be opened completely and diagnosed and there will be a charge of £1000 for the same for which he had agreed to.We were informed later that they have opened it into pieces and found out that the engine is not working at all and it’s completely broken ? Even though there was no engine warning light or any warning lights for that matters. Was also given a list of issues the vehicle has.The repair charge they had suggested was too expensive (around £12000) that we had to decline the repair. So the agent whom my husband spoke to informed him that if we decide to not continue with the repair then it needs to be towed away as it is completely stripped down. My husband was shocked by the way he said it and was worried and tensed.After consulting another garage and some mechanics and having our own discussion we had decided to take it to another garage so I called the same agent and requested the vehicle to be put back/assembled together. But the agent said that it isn’t possible due to the engine complaints that none of the parts will go back the way it was removed as it’s completely damaged into bad shape. I had to have a long conversation with the agent but he said mechanically that is impossible due to the parts not in right shape to put it back. We had a fair argument, however he was very strong with his mechanical expertise that it cannot be assembled back.By this time we have had our own research and found some interesting facts from similar case studies and stories and the legal solutions for them. So i had mentioned to the agent that I was told by the other garage that if we pay for assembling charges Ford may assemble it back but the agent said very confidently that it could’ve been the case in other cases but in my case my vehicle cannot be assembled back due to the parts being so poorly damaged.While arguing he said most of the people tow it to different garages in this type of scenarios and he has seen it many times in his garage. Which gives us an idea that this isn’t the first time they are trying to cheat people.He then called me back as discussed after speaking to his manager and given me an additional quote which was almost equal to the diagnosis charge to assemble them back together. We were very curious to know that the parts he said will no longer go back together mechanically/technically/practically can go together if I pay an extra huge amount. He did not have an answer for that when I questioned but he was very sure that I must pay the said amount if I needed it together as a single piece.As this was not mentioned when we had given the vehicle I refused to pay. We were told about the diagnosis charge but never about an assembling charge if we do not go ahead with it. After a long discussion (explaining that I have seen similar case studies in ombudsman’s website about such expertise in the breach of the Motor Industry Code of Practise for Service and Repair) the agent was ready to reduce the price to half but since we had refused that as well his manager called us back and waved the charge off but we had to pay £88 for a part change and informed us that the vehicle will be ready to drive away and it was magical to us as we were told it isn’t possible in the whole world!I had very clearly mentioned that I need it in the same condition while dropping it off and he had agreed to this.The best part is we were never told clearly about the main issue which is ‘The Leak’. We were forced to agree to open our engine completely into a strip down situation to find the reason for the leak but all they have said is engine failure and lots of other issues.All good, we have collected the vehicle as given but the main problems then started!1. Many new warning lights mainly engine warning light.2. ⁠no buttons working on driver side (eg electric window opening/closing switch)3. ⁠Heating switches on but takes ages to blow a mild warm air- never meeting proper temperature set)4. ⁠pulling is affected. Car takes ages to reach 30miles speed as it doesn’t pull. Especially if it is even a small hill car wouldn’t pull up!5. ⁠shivers when starts to drive.MY CAR IS IN A PATHETIC SITUATION AS IT CANNOT BE DRIVEN AT ALL!!!I have given my vehicle to check why there is a leak but not to damage it. I was preparing to give the vehicle back to finance company and wanted to sort the simple leak from the coolant and now I have a car with engine warning light and literally not road worthy at all.I want my vehicle back into its original stage. The finance company will only take it if it is road worthy with no warning lights for the proposed deal. They have clearly mentioned in their proposal that if there is any warning light or repairs the cost will be incurred from us.I have schools runs and my daily life is totally depended on this vehicle at the moment and it’s been a really difficult time because of this. I have called the complaint number twice but no response and the 3rd person I spoke to suggested me to send an email so someone will definitely respond. Hence I am writing this to you.I want my vehicle to be in the same condition like it was given to you without any warning lights. I need you to take full responsibility for this condition of my vehicle as it cannot be driven. I need an alternative solution for my daily transportation use until you sort my vehicle out.So I kindly request you to please look into this as soon as possible and contact me soon with a solution as it’s been almost 20 days that we are struggling because of this issues.Kindly call me on 07539319174 or my husband Vishnu on 07432459102.Kind regards,Lakshmi.

Helpful staff, very accommodating

All done. 👍Kind regardsMark Mountford

My enquiry was dealt with very profesionally and freindly.

Spoke to someone originally on 17th Oct. Asked for some costings on the Capri as I was on the point of paying my balloon payment to keep the Focus. If it was suitable then I would come and test drive and discuss further.2 weeks later someone called me back. Not with costings but to ask about my enquiry. Told them not to bother. Keeping the focus. Disappointing.Alongside the service experience this is another negative review for Lookers.

My car was booked in for 3 recalls to be serviced on Thursday 30th October, I collected the car and got told all resolved. Friday (31st) I drove my car for less than 20 minutes before it broke down on me, without any warning, and went into limp mode - at this point I had to call for roadside assistance and have it taken back to Ford. My Ford app self diagnosed the car within 10 minutes of it breaking down, Telling me the problem in which I informed ford straight away. The guy who helped me roadside (from RAC) cleared the code on the car, as he didnt have access to the software (ford wont provide it to rac breakdown engineers) so he had no other option. I was stuck on a roundabout with my autistic child with me, And we needed to get the car moving asap as I was a hazard on a live lane - so that was the safest option. Ford have had my car since 4pm on Friday- in which as of Tuesday 4th Nov at 2pm- I have been told they cannot "fix my car" because the fault isn't a current fault? The fault because it was cleared by RAC is stored in my car as a "past fault" - apparently your systems / software will only diagnose and fix "current faults" (not according to your website). Ive been told even though my car has literally self diagnosed itself and told me and ford the issue, ford are refusing to just go in and fix that problem - "its not that easy" i've been told. Just to add, i've been informed the fault is a "hybrid" fault - so Im excited for someone to explain to me why ford have been test driving (with my permission) my car on just fuel. I can track my fuel / electric miles on my app- which I have been monitoring and ford have only just decided to plug my car in last night, charge it to test it on the battery... on day 3 of having it in the garage?? A-bit strange to be testing my car on fuel with 0 electric miles knowing its the battery issue itself and only on day 3 decide to charge it ready to test it on the electrics. Ive been told the car wont "re fault" so until it does they cant fix it.Now, this is the best bit for me - they are willing to hand me back a car that isnt fixed, (even tho they know the problem) - and theyre willing to possibly risk me breaking down again (in which RAC would charge me for breaking down with the same issue as last time) - so they can fix the car on a current fault.Whilst Nick has been lovely in communicating with me and I think it absolutely stinks that you cannot fix my car on the basis the car is in a "past fault" and you are willing to hand me the car back and risk it breaking down on me again (when I have a vulnerable child) just so you can fix it next time. I have never known a service like it. Regardless of whether its a past fault or not it is very clearly a fault and a risk so, it still needs fixing.I will also add, I strongly believe the recalls is what has caused the car to breakdown. The car has been running fine for the duration its been in my ownership. Yet less than 30 minutes of driving it after having it back after the recalls were completed it breaks down? Im struggling to believe how this has not all been caused by ford. Not only am I expecting the fault to be fixed full stop before its given back to meX I feel its only curtesy its fixed for free after the absolute diabolical service Ive had since the recalls were completed.FYI - The fault in question is as quoted: The powertrain control system has detected a fault with the high voltage battery coolant pump.

I was interested in buying one of the many late model Focus ST Autos that Lookers are selling and especially interested in EJ74FSF which is still for sale today. I was very interested in buying this car and received a good video from Conor at the outset. However I thought the cars were over-priced and asked Lookers to give me their "best price". I was told that their "best price" for this car was £32,000 but that this was conditional on me taking a day off work (I actually have no available holiday to book!) and travelling circa 200 miles to Sheffield to collect the car by 31 October, just so that it go into their sales targets for 31 October whereas I wanted to buy in November. It is now 3 November today and the car is now advertised at £31,990 now, £10 less than their "best price" so their old fashioned sales tactics of trying to bully me into collecting by 31 October to get the best price proved to be completely false. I still think the car is overpriced but I am particularly aggrieved that they are more interested in looking after their own interests than providing good customer service. If Lookers were more flexible with their pricing, along with looking after the needs of the customer rather than their own self interest, they could have sold this car to me.

great comms

Fromstart to finish the whole experience was first class Philip Earl wasoutstanding he did a excellent job very experienced at his job. Thank youmotability Ford lookers. Kind glenn Walker...

Very helpful.