Attention from Tate was first class

Hi,Following a recent MOT and service, I was trying to leave feedback (using the link in your feedback request email).This took me to Trustpilot, where I filled in the form as follows:• 5 stars• Easy to book in, all work completed well, and car had been cleaned prior to pick-up. The parking slots are a little difficult to get in and out of, but the very helpful desk receptionist was able to rescue me (thanks!).At the end of the form it asked me for my email address, and my password (presumably to my email address). This form was on the Trustnet domain, ie, not my email provider domain. There is no way that I am entering my email password into a form on a website that isn't my email provider. As a result Trustnet didn't seem to accept the submission, so the feedback was lost.Recommendations:1. There is too much friction to users trying to submit feedback. It is just feedback, not a banking transaction, so doesn't need Oauth, and certainly doesn't need knowledge of my email passwords to note the feedback.2. I'm uneasy about third-party survey websites (such as, but not limited to) Trustnet. If Lookers would like feedback then I would prefer to fill in a form on a Lookers website that is on a Lookers domain, and have nothing to do with third party websites.I hope this helps, regards Colin

I purchased a Ford S-Max, registration EJ70 LYH, from Lookers Ford South Woodham Ferrers on 1st December 2025, with a 1-year warranty.Within a few days of collection, I noticed the gearbox did not feel right. I immediately booked it into your dealership. The earliest appointment available was 18th December 2025. At that appointment I was told the issue was due to a required gearbox software update.Approximately one month later, the same symptoms returned. Around February, I contacted both Lookers Ford Chelmsford and South Woodham Ferrers. I was told that without warning lights or faults showing on the dashboard, the issue could not be progressed through the warranty company. As a result, I lost confidence in the vehicle and avoided long journeys for fear of breakdown.In March, the vehicle would not shift past 4th gear, and 1st and 2nd gears felt ineffective. I booked it in again with Lookers Ford South Woodham Ferrers for 20th April 2026.You subsequently called to advise that the gearbox had multiple fault codes and required a complete replacement. You recommended I stop driving it. However, no courtesy car or timeframe for repair was offered.It is now 5th May 2026. In all this time, I have received no proactive updates from your dealership. I have had to chase repeatedly for any information. I remain without a vehicle and have lost working days as a result.The warranty company only contacted me on 1st May 2026 — 11 days after the car was booked in — and I am still awaiting their response.Under the Consumer Rights Act 2015, a fault that appears within the first 30 days entitles me to a short-term right to reject for a full refund. I reported this gearbox fault within days of purchase, and four months later the same fundamental issue remains unresolved.I bought from a main dealer with a warranty expecting reassurance and support if problems occurred. I am extremely disappointed and frustrated by the lack of communication and urgency.

I would like to say a big thank you to AidenHe sorted all the things out that was askedHe helped me find the car I was looking for and kept me up to date with the dealOnce again thanks to AidenSent from my iPhone

We visited the South Woodham branch on Tuesday 21st April and initially was interested in a Kuga but when we were there we saw a Tucson which we really liked and also test drove. We decided that we preferred the Tucson but wanted a plug in Hybrid which they did not have. We discussed this with the sales team and found one in another dealership and were told that it could be delivered quickly but we would have to pay for this, and that it would be around £300 ( it doesn't make any sense to me that you have to pay for delivery to another branch in the same company). I returned to South Woodham the next day Wednesday 22nd April and begrudgingly I agreed to pay for delivery expecting the car to be delivered the next day and paid a deposit. I did not hear anything on Thursday so chased them on Friday to be told that the car had only been checked over that day (why was the car on sale if it hadn't been checked, what if there were any problems with it ?) and that it would not arrive until Wednesday the 29th a whole week from the date that it was ordered. The charge also went from £300 to £369 as VAT had not been included in the original price. I know we were told about the delivery charges but did not expect them to be so high and cannot understand why it takes so long to move a car from one branch to another as it must happen all the time.

Very good service very friendly thank you.

Generally well, although I’m finding support once the car was purchased rather slow.Through the sale process good.

Helpful and friendly staff, all the information we asked for was already ready such as a battery health check and a seamless experience from start to finish

Test drive arranged, even though we were interested in buying a new car - sound advice given by Tate.

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