Did not get a call back in regards to my enquiry

Called in to Sudbury show room to ask to look at Ford Kuga petrol hybrid battery used car, salesman took me out to show me one. I explained I wouldn't looking to change my car until March, the salesman said he would phone me in March .I done further research into ford recalls on these models and found that battery's are faulty as they have been catching fire. I phoned your salesman on Friday 6th Feb. and told I was surprised he didn't tell me about the recall, he said he didn't know about the recall and he would call me back to date I haven't heard anything 10th Feb.Today I had a text from Lookers asking me if I am still interested.

I am writing to raise a formal complaint regarding the breakdown cover that was sold to me as an add-on when I purchased a vehicle from your Sudbury branch in November 2025.The vehicle was sold to me by Tom, who was extremely helpful, kind, and friendly throughout the purchasing process. I would like to make it clear that I have no concerns regarding his conduct or manner. However, it appears that the breakdown policy itself may not have been fully understood at the time it was sold to me.At the point of purchase, I was advised that the breakdown cover provided two years’ protection and included cover for travel abroad, including within the EU. This element of EU cover was a key factor in my decision to take out the additional policy, as it served a specific and intended purpose for my travel needs.Last week, while travelling to Disneyland Paris, I contacted RAC to confirm how to access breakdown assistance within the EU. While I was abroad, I was informed by RAC that my policy does not include EU cover. This information directly contradicts what I was told at the time of sale.I am extremely unhappy with this situation. Had I been made aware that the policy did not provide EU cover, I would not have purchased this additional product. On this basis, I believe the breakdown cover may have been mis-sold, albeit unintentionally.I am concerned that this matter may fall under consumer protection legislation, including:• The Consumer Rights Act 2015, which requires services to match the description provided at the point of sale;• The Consumer Protection from Unfair Trading Regulations 2008, which prohibit misleading information that influences a consumer’s purchasing decision;• The Misrepresentation Act 1967, where incorrect information induces a consumer to enter into a contract.I am therefore requesting that this matter be investigated as a formal complaint and that you advise how Lookers intends to resolve this issue. I would expect appropriate redress, which may include a full refund of the breakdown cover or suitable compensation, given that the policy did not provide the cover that was sold to me.Please provide your response in writing within 14 days of the date of this letter. Should this matter not be resolved satisfactorily, I will consider escalating my complaint further.

Very helpful staff (Ronnie) who search countrywide for a car that would meet my requirements

Great communication with Sales RepRonnie Thompson

We looked at a Ford Ecosport Sv72wyp at lookers Sudbury on Saturday 27 December 2025, had a test drive and had our car valued for a part exchange. We discussed an extended warranty after the three months given with the car and the guardex product for the paint and fabric. The car had a few minor issues with the paint which we were assured would help with the paint so agreed with the guardex and we would purchase the car. We paid a deposit, we were then asked if it could be collected before the end of the month and in return a gift would be given however nothing was specified although my wife suggested that some front mats would be good and agreed to pick up the car on Tuesday 30 December 2025.On the Sunday we realised we had not been given an invoice, information about the road tax, and the insurance as the dealership wasn’t open on Sunday my wife rang on Monday to confirm details Gracie sent her a vehicle order and agreement form and informed her that she would need to pay for the car by bank transfer and the car would be taxed when she arrived.The day of collection is when it all started to go wrong.My wife took a half day holiday to achieve the collection so traveled from Dereham to Sudbury travelling 54 miles taking an hour and 40 minutes, on arrival was not offered refreshments from arrival to departure.There was an issue with vehicle orderUnder finance there are two fuel fees totalling £62.50 and I am not sure why. On the test drive there was half a tank of fuel so this makes no sense however my wife was told it was right so paid.She was then told she would have to go into the town to tax the car….what would have happened if the post office was closed, of all the Ford dealers we have used the car have always had its road tax ready for collection.There was no mention of the incentive to collect the car early.There was no paperwork given in regards to the three month warranty.There was no handover for the function of the car, expectations were to program the phone into sync and at least shown how to turn the lights on and off as it was getting dark.There was no information given as to the length of the MOT, I had to look on line to find that information.I expect a full refund for the £62.50 fuel charges and the paperwork outlining the warranty.I look forward to hearing from you.Regards AlanSent from my iPad

I purchased my car from South Woodham Ferrers Lookers and took the car home on Sat 22.11.25. Reported to lookers South Woodham Ferrers on 5.12.35 that my car is daily showing a message coming up saying ‘exhaust filter overloaded drive to start cleaning’ and also has displayed a red warning sign saying ‘exhaust filter limit reached’ which I was worried about. Charlie partridge spoke with my husband same day and arranged for me to take my car to a more local lookers, Sudbury to get repaired. They booked me in to bring car to Sudbury on Saturday 6th dec which I did and was provided a complimentary loan car. My car was looked at mon 8th and I had to call the garage on both Monday and tues for an update. I was called by the warranty people on Wednesday 10th Dec who asked me lots of questions, then I had radio silence again. I called the garage again and was told that Mark is off so they couldn’t update me that day and they’d extend the loan car another day. Then I rang again Thursday and spoke to a guy called Andy who couldn’t really advise much apart from the garage are waiting to hear from the warranty people. Today is Monday and my husband has called manager Mark for an update as I have yet again heard nothing since Friday. We are No further forward.I bought this car in good faith from Lookers as I thought it to be a trustworthy reputable garage, who I have had a positive experience of previously buying a car from (Braintree).I have an extremely stressful job and need a reliable car and thought lookers would be a place I could guarantee to receive great customer service from and in case of issues after purchase, as I appreciate cars are mechanical and can sometimes go wrong.However, What I have found is an experience of getting very limited communication, as I have found myself constantly having to chase for an update on a daily basis. I have even had to call the warranty people myself as lookers advised me that they only communicate with the warranty dealers by email.So far I had my car in my possession for a total of 13 days - lookers have now had it for 10 days! Nearly half of my ownership time! And with no idea when this will be dealt with.I have paid £13,000 cash for a car that has a DPF exhaust filter problem which no one is taking accountability for its repair. I was advised by the garage that the codes they read indicate a need for a new DPF in the exhaust, and that they’re waiting for the warranty to agree it to be fitted.I have driven a Ford diesel car for the last ten years and never experienced this issue previously. I drive a hour each way to work and am aware of how to maintain a diesel car. My husband and son also have diesel motors and have not come across this issue.I reported the faulty exhaust filter within the 14 day cooling off period, expecting this to be a simple in out replacement and for me to happily be on my way with my lovely new car. Instead I am being ignored and kept waiting for god knows what reason, which I am finding very stressful and upsetting.I work for the Local Authority and if I managed my cases the way lookers are treating me I would have some serious answering to my managers.I have been given a loan car, which I did not ask for, and it feels that because I have it is being used at my disadvantage as it appears there is no urgency to get this problem resolved.What I do know is that the fault in the car was not made by myself, and I reported this in the first 14 days of purchasing the car. I could have asked for a no questions asked refund at that point according to the Sale of Goods Act, but instead I gave lookers the benefit of the doubt to fix the car instead. I am now regretting this and wondering if a refund would be better option than the stress this is causing me of not knowing when or even if my car is going to get repaired?Please resolve this issue or I will be requesting a full refund and I will be letting everyone I know what poor service I received.

We bought a Galaxy from Lookers almost 2 years ago and were told it needed a new locking wheel nut. They refused to post it. We live 32 miles away and had to drive out to collect it - despite this being no fault of ours. A year later we needed a repair done that involved using the locking wheel nut. Turns out we had been given the wrong one. We called to ask them to rectify - they said they would call back. 2 months later, after several attempts by us to speak to a manager (who we were told would return our call and never did) we actually managed to speak to a manager. He said we would need to come in as they need to check it all. We drove the 64 mile round trip again, he apologised and they changed our wheel nuts for standard ones to enable us to remove them if needed. They then ordered the new locking wheel nut and said they would replace the standard ones when we return. We didn't ask for that and it now means we have to drive back again. I appreciate what he was trying to do but I am sick of driving quite honestly. We were told this would be in around 2 weeks and that they would call us. It has now been 6 weeks so we called, they said there is a delay and that they cannot chase the supplier because 'no one here speaks German'. Being met with sarcasm is not ideal when it has taken a team of car experts 2 years to get a simple part. What is the point in buying a car from a dealer? I now require compensation for the journey time and fuel. So far we have completed 128 miles - it will be 192 soon. Each time that takes 2 hours, so it will be 6 hours. Why should I have to waste my time and money for your incompetence?

Gracie from your sales team was helpful, friendly and gave all the information I needed.

Dear BethanyThank you for your calls and for taking the time to discuss the ongoing situation regarding my Ford Ranger.On reflection and after taking further advice please see the following;It has now been over sixteen weeks of delay, inconvenience, and disruption because of Lookers Sudbury’s complete failure to deal with this matter properly. As previously discussed, numerous times, the site does not have the facilities/expertise required to fully diagnose or repair my vehicle.This should have been identified by Lookers from the outset. The result has been an entirely unnecessary waste of time, business interruption, and avoidable stress.Given these circumstances, it is only fair and reasonable that Lookers take full responsibility for resolving this issue without further cost to me. I am prepared to assist with any legitimate warranty claim, but Lookers must cover all other costs, including:The transfer of the vehicle to another site,Any further diagnostic or investigative work, andAny shortfall or expense not recoverable under the warranty.If Lookers are unwilling to agree to this, I will have no option but to escalate the matter formally — including potentially pursuing recovery of my losses and associated costs through the appropriate legal channels.I hope this will not be necessary and that Lookers will now act promptly to take ownership of the situation, cover the costs above, and ensure the vehicle is moved and repaired without further delay.I agree for the vehicle to be moved to another site to carry out the necessary repairs.After speaking at length with the warranty company it is down to Lookers to contact them directly to register and discuss the necessary repair works which I give them the authority to do.Please confirm your agreement so that we can finally move this matter forward.Yours sincerelyGiles Blunt07714 300586________________________________________From: Giles BluntSent: 13 October 2025 00:30To: UKCVSC1@ford.comCc: Mark Levitt; Andrew West; Alan Tutte; Customer FeedbackSubject: 20251013 Formal Complaint – Ford Ranger YM19 XSV/S10 TBOSubject: Formal Complaint – Ford Ranger YM19 XSV/S10 TBO : eight-week delay, misleading “exploratory” works, and misrepresentation of warranty coverageTo: Ford Motor Company Ltd – Customer Relations (UK)Dear Ford UK Customer Relations,I write to lodge a formal complaint regarding the handling of my Ford Ranger (YM19 XSV) by Lookers Ford Sudbury and the position now taken on the warranty sold to me by Lookers.Summary of the positionVehicle delivered to Lookers Ford Sudbury: 12 August 2025.Diagnostics authorised: 19 August 2025, to a maximum of £504, at Lookers’ suggestion that the likely cause was the EGR cooler.Prolonged delay and poor communication: Over the ensuing eight weeks, I was repeatedly told my vehicle was “next on the ramp,” while there were extended gaps with no updates (including 18 days before my 7 October chaser).Revised diagnosis and site incapability: On 10 October 2025 (email from Mark Levitt, 18:11), Lookers stated the vehicle is “definitely not just an EGR cooler” and likely has a head gasket or cylinder head concern, and further that their site cannot perform this work. Lookers advised me to contact TWG (the warranty company) to identify an approved repairer to strip the engine before cover would even be considered.Extreme patience and why I feel misledI have been extremely patient. I trusted an authorised Ford dealer with a straightforward mandate: diagnose the fault promptly so repairs could proceed. After eight weeks, I have no completed diagnosis, my vehicle remains off the road, and I am now told the site cannot carry out the likely repair.I feel misled in two critical respects:“Exploratory” works and timescales: The same conclusion communicated on 10 October—that the issue is likely head gasket/cylinder head—should have been reached within days, not weeks, especially after authorising focused diagnostics on 19 August. I was led to believe meaningful progress was being made (“next on the ramp”), when in reality capacity constraints and site limitations prevented timely resolution. Had I been told at the outset that the site was not suitable for this work, I would have arranged for the vehicle to go directly to an appropriate Ford commercial centre.“Full and comprehensive” warranty: The warranty was sold by Lookers as full and comprehensive, with only obvious caveats (e.g., mileage thresholds and routine service items). I am now being told that warranty cover may not be confirmed unless and until an engine strip is performed by an “approved repairer,” and that I may face shortfalls. Had I known that the warranty could be limited in this way, I would not have purchased the vehicle. I rely on this vehicle to run my business, and I specifically chose a vehicle of this nature with a full and comprehensive warranty to avoid exactly the situation I now face.The prolonged delay has materially disrupted my business and continues to do so; I am incurring approximately £400 per week in hire/finance while my vehicle sits undiagnosed.What I require from Ford UKImmediate case creation and ownership: Open a Ford UK case and provide a case reference.Urgent transfer and repair path: Arrange immediate transfer of my Ranger to a competent Ford commercial centre capable of engine/head work at no cost to me, or instruct Lookers to do so without delay.Diagnosis without consumer risk: Confirm that any engine strip/diagnosis necessary to determine the precise failure will be covered or pre-authorised, so I am not funding exploratory work.Warranty honoured as sold: Provide written confirmation that, subject to the disclosed caveats, all qualifying repair costs will be covered in full under the Lookers-sold warranty, with no shortfall to me.Mobility support: Provide a suitable courtesy vehicle or fully funded hire from today until my vehicle is repaired and returned.Reimbursement: Repay my documented consequential losses arising from the delays (hire/alternative transport and any wasted diagnostic charges).Apology and process review: Acknowledge the service failures and confirm steps to ensure proper triage and capacity screening before vehicles are accepted, so customers are not left in this position again.Response requestedPlease confirm receipt and provide a written plan addressing the above within five (5) working days.Attachments:Email from Lookers (Mark Levitt, 10 Oct 2025, 18:11) confirming suspected head/cylinder head fault, site incapability, and TWG strip requirement.Email chain (12 Aug–10 Oct 2025) evidencing delays, capacity admissions, and the £504 diagnostic authorisation.Initial cost schedule (hire/finance at ~£400/week).I look forward to your swift, practical resolution.Yours faithfully,Giles BluntEmail: giles@gilesblunt.co.ukTel: 07714 300586Vehicle: Ford Ranger – YM19 XSV/S10 TBO