Miss Janine Moles50 Scholars walkDissIP22 4EA03/11/2025Lookers Ford SudburySubject: Galaxy FM18LVH - Formal Complaint Regarding Ongoing Faults with Vehicle Purchased from Lookers Ford SudburyDear Sir or MadamI am writing to formally express my deep disappointment and frustration with the vehicle I purchased from Lookers Ford Sudbury in December 2023, which I have now owned for less than two years. During this short period, I have experienced a continuous string of problems that have not only caused significant inconvenience but have also seriously affected my confidence in both the vehicle and the level of service I have received from the dealership.From the outset, I encountered issues with the heating system, which were both unexpected and unacceptable for a vehicle of its age and the value. This was followed by a prolonged and frustrating process to identify a faulty turbo and associated hoses causing a pungent smell of burning crayons inside the car making everyone feel sick — an issue that should have been diagnosed and resolved much more efficiently. To make matters worse, I had to engage in a lengthy battle to get answers from the service department with regards to answers or updates from the warranty department - just to have these components replaced, despite the fact that the faults clearly fell within the extended coverage period.After the supposed completion of the repair work, I have since noticed the same smell returning for a second time, strongly suggesting that the underlying issue has either not been properly diagnosed or rectified. This would indicate to me that as the pungent smell has returned the fault has not been addressed correctly the first time.More recently, the situation has deteriorated even further. The vehicle is now displayed “ESC Service Required”, along with ABS and both tracking warning lights illuminating on the dashboard. When these lights appear, the car jerks while driving, which is both alarming and potentially dangerous.Given the timeline and the repeated nature of these faults, it is entirely unreasonable for a vehicle that you’ve sold and I’ve not even owned for two years to be experiencing such persistent mechanical and safety-related issues. I am extremely disappointed that what should have been a reliable and enjoyable purchase has instead turned into a continual source of stress, inconvenience, and financial loss.I expect Lookers Ford Sudbury to take immediate and decisive action to resolve these issues properly once and for all. I would appreciate:1.A full inspection of the vehicle by a qualified Ford technician when the vehicle is brought in on Monday 3rd of November.2.A detailed written report outlining the faults found and the remedial work to be undertaken.3.Confirmation that all necessary repairs will be completed under the extended warranty, at no further cost to myself or my Father.4.A gesture of goodwill of no charge for the hire vehicle in recognition of the ongoing inconvenience and the repeated investigation and repairs.Please treat this as a formal complaint under your customer service policy. I expect a written response within 14 days from the date of this letter. Should the matter remain unresolved, I will have no option but to escalate my complaint to Ford UK and the Motor Ombudsman, as well as consider further action under the Consumer Rights Act 2015.I look forward to your prompt and professional response.Yours sincerelyJanine Moles

I brought my car exactly four weeks ago, on Thursday, Oct 2nd, as requested, as the engine warning light was on, for a diagnostic under your 3-month aftersales warranty.I was told that the DPF was faulty, but you would have to get approval from the warranty company before a repair/replacement could be undertaken. Since then there has been no contact from you.I have rung at least three times, only to be told on each occasion that there had been no response, but you would chase it up and get back in a day or so. You will understand my lack of confidence when I rung today, to be sold exactly that again.I would be grateful if the Sudbury Service team would take its customer service more seriously, and realise that good sales service is pointless from the customer perspective if the lasting impression of Lookers Sudbury is poor after-sales service.Please let me know what action will be taken to sort this out.

Dear Sir/MadamWe bought our Kuga from the garage (Lookers Ford, Sudbury), in mid July of this year. With 8000 miles on the clock, and 13 months old, this was exactly what we were looking for.We were told that the car would require its service after 18000 miles or 2 years and therefore didn't need to worry about that for sometime. We travelled to France and into North Spain, where we are at present but due to travel back this coming week.When we arrived here, we had warnings on the car display, to have the oil replaced and a new filter. Only 4% oil life remaining! I called the Sudbury garage and was told this might be the case if the car stood around, but it was important to have this oil change. A price was given for this to give me an idea of what to pay to have the work done in Spain.Having eventually found a Ford garage and managed to get the work done, my reason for contacting you is to question whether the cars sold by Ford undergo a check before release in which case, if the oil had degraded close to needing change, this should have been done or at least perhaps i should have been warned that the percentage degradation was such that change was imminent.I look forward to hearing from you.Yours sincerelyMr Jeff Harteveldt

Dear Sir/MadamWe bought our Kuga from the garage (Lookers Ford, Sudbury), in mid July of this year. With 8000 miles on the clock, and 13 months old, this was exactly what we were looking for.We were told that the car would require its service after 18000 miles or 2 years and therefore didn't need to worry about that for sometime. We travelled to France and into North Spain, where we are at present but due to travel back this coming week.When we arrived here, we had warnings on the car display, to have the oil replaced and a new filter. Only 4% oil life remaining! I called the Sudbury garage and was told this might be the case if the car stood around, but it was important to have this oil change. A price was given for this to give me an idea of what to pay to have the work done in Spain.Having eventually found a Ford garage and managed to get the work done, my reason for contacting you is to question whether the cars sold by Ford undergo a check before release in which case, if the oil had degraded close to needing change, this should have been done or at least perhaps i should have been warned that the percentage degradation was such that change was imminent.I look forward to hearing from you.Yours sincerelyMr Jeff Harteveldt

customer originally went in for coolant repair that was causing movement on the turbo headcusomer had dropped off the vehicle to the garage and has been in email it the service advisor.Mr blunt has achknowledged the time fame to complete work but is now not receiving updates regarding the car- has stopped paying the finance on the car as he belives they are making up excuses for the car and why it isnt getting done.Escalated complaint to hire position within the branch due to nothing happening in 8 weeks when was scheduled for a 2 hour job with pricing which Giles has authorised.

Good morning,I'm writing to ask for my options regarding bought faulty car(adblue leaking and system malfunction).My partner Valdis K told me that he received a phone call from you on Monday 6th of October regarding to discuss further steps.I would like to receive an email for explaining what is the fault with my car and what options that were discussed please in future detail.Many thanks,Baiba Plata

Hanna Hastings dealt with my query very well even though she was unable to find the car I was looking for.

The whole experience was lovely

Good service, very helpful.

I was very please overall