Received a call from a sales manager, discussed what I was looking for and budget. Was told there was vehicles in stock to match my requirements, and was told he would be back in touch with settlement figures and prices. That was on the 24th of March, it's now the 2nd of April and I still haven't heard back from him. I'm still looking to get a new company commercial vehicle, but the poor service I've received I'll be looking elsewhere.

Informative

I was interested in a vehicle on your website. I contacted you with a specific request to see pictures of the vehicles load space. I got a reply that completely ignored my request and it provided a link to the vehicle in question. I had to ask the question again of Mark. I didn’t get a reply. However a colleague who was unaware of Marks emails phoned to say that the website pictures were not accurate in that the loadspace cover had been removed and was now not part of the deal. If I wanted one you could arrange it for me (no doubt at extra cost!!!!). I explained that I was no longer interested as a result, your company has completely wasted my time and in reality wasted your own resources.

Hello, the truck is amazing thank you Ross for all his help Made me feel welcome. I will definitely be back once it's due a service and MOT Hopefully, you will look after me. Thank you very much for an amazing purchase 👌☺️☺️👍👍.

Good Afternoon,On 10th February 2026 one of our company vehicles, registration number EK25KYA, was brought in for a routine service and oil change. During the day we were informed that the service had been completed and a BACS payment was processed so that the van could be collected later on that day. However, when our engineer went to collect the van, the oil light was still on and couldn’t be rectified as all the technicians had gone home for the day. He was asked to leave the van with them for another day, was given a hire van to use instead and informed that if the van needed any petrol, to keep the receipt and he would be reimbursed.On 11th February 2026 our engineer put in £20 pounds worth of petrol from his own personal account and handed the receipt over to the service department when he returned the van to them. He was told that the refund would take at least 5 days to process and that if he hadn’t received a refund by the following week, to chase it up.It's been 5-weeks now and despite numerous phone calls, the engineer has never been able to speak to anyone in the accounts department. The information he was given back on 11th February 2026 was clearly misleading.Is the driver actually going to receive his refund?? I have attached a copy of the receipt for your reference.A prompt response would be appreciated.Thank you.Regards,NicolaVICKERYELECTRICALLTDESTABLISHED 1972Unit 3a, Perry WayFreebournes Industrial EstateWithamEssex CM8 3SXTel: 01376 519933E-mail: nicola@vickeryelectrical.co.ukWeb: www.vickeryelectrical.co.uk

Hi Vehicle Complaints,Please see below - this has happened several times now and the service ive received from fords has been appalling and cost our business lots of money and time.Can someone from the complaints team contact me as a matter of urgency.Many thanksJames BaileyDirector07760857426On 2 Mar 2026, at 03:14, Darren Holdenwrote:Hi Mr BaileyUnfortunately the repeat repair regarding the injector is due to a component failure and not anything we could have influenced. I have spoken to my service manager and we will not be looking to carry out the additional repairs as a goodwill gesture.Should you wish to speak to Ford's complaints department, their number is 0203 5644444.Kind regardsDarren HoldenSenior Service AdvisorLookers Ford GWM BraintreeRayne Road | Braintree | CM7 2QST: 01376 321 202lookers.co.uk/ford________________________________________From: James BaileySent: 02 March 2026 11:01To: Darren HoldenCc: Chelmsford demoSubject: Re: BK21YTC & LA74WWHExternal Sender: Confirm legitimacy before acting.Hi Darren,Thanks for your email.Given the continuous problems we have had with this vehicle can you do the timing belt and the shock absorber and the engine cover as a gesture of goodwill?If not I will take up a formal complaint with ford complaints department.RegardsJamesOn 2 Mar 2026, at 00:54, Darren Holdenwrote:Hi Mr BaileyThe work carried out was replacement of no.4 injector, the seal was blowing which caused the fumes, the injector was siezed in the cylinder head so we had to replace the whole thing.We can do the timing belt for £1260.62 as previously quoted. Everything else will be as quoted on the health check sent.Kind regardsDarren HoldenSenior Service AdvisorLookers Ford GWM BraintreeRayne Road | Braintree | CM7 2QST: 01376 321 202lookers.co.uk/ford________________________________________From: james@chelmsford-demo.co.ukSent: 01 March 2026 12:18To: Carli Murphy; Darren HoldenCc: 'Chelmsford demo'Subject: RE: BK21YTC & LA74WWHExternal Sender: Confirm legitimacy before acting.Hi Darren,Further to your phone call on Friday afternoon can you please advise what work was carried out as the video below doesn’t show it?https://video.citnow.com/vtyzmk0sdprAlso with regards to other items on video can you please advise fords best price given the continuous problems this has caused?The courtesy car provided is not practical for running our business and is costing us money so I’m keen to have this resolved asap.Please reply asap.Kind RegardsJames Bailey Bsc CCDODirectorM: 07760857426E: james@chelmsford-demo.co.ukW: www.chelmsford-demo.co.ukFrom: james@chelmsford-demo.co.ukSent: 25 February 2026 17:32To: 'Richard Marsh'; Carlimurphy@lookers.co.ukCc: 'Chelmsford demo'; 'Darren Holden'Subject: RE: BK21YTC & LA74WWHHi Carli,Hope your well.I’ve tried to call a few times, can you please advise if BK21 YTC is ready to be dropped off and replacement transit available, I could do tomorrow pm?Need to get this in asap please.Kind RegardsJames Bailey Bsc CCDODirectorM: 07760857426E: james@chelmsford-demo.co.ukW: www.chelmsford-demo.co.ukFrom: james@chelmsford-demo.co.ukSent: 13 February 2026 14:13To: 'Richard Marsh'Cc: 'Chelmsford demo'; 'Darren Holden'Subject: RE: BK21YTC & LA74WWHHi Richard,Following on from the below I received a call yesterday from Braintree advising of bringing the vehicle in today with a replacement vehicle available. I received a text confirming this, then unfortunately I received another phone call saying the replacement vehicle wasn’t available until next week.I did phone back later and left a message with the sales team asking if there were any other vehicles available such as a transit custom, they advised they would give the message to servicing and get them to come back to me. I haven’t had any phone calls back however got another text message yesterday at 16:49 confirming a further appointment at 09:10am on 13th Feb (today).I’ve just tried to phone ford Braintree on 01376321202 again but there were no answer and no voicemail available. Can you please let me know as I’m keen to get BK21 YTC resolved as advised to your Braintree colleague yesterday the smell of CO2 and diesel is becoming stronger in the cab and the engine power seems to have died off a bit, intermittently in limp mode and the automatic gear changes are very jumpy.Kind RegardsJames Bailey Bsc CCDODirectorM: 07760857426E: james@chelmsford-demo.co.ukW: www.chelmsford-demo.co.ukFrom: James BaileySent: 11 February 2026 05:50To: Richard MarshCc: Chelmsford demo; Darren HoldenSubject: Re: BK21YTC & LA74WWHHi Richard,We need loan vehicles, I asked Darren to ask his manager about finding some or hiring them in - he hasn’t come back to me on that.Darren should also have explained what work is required on the vehicles.Customer service is poor and communication terrible. Please advise contact details for the director of complaints.JamesSent from my iPhoneOn 5 Feb 2026, at 13:25, Richard Marshwrote:Good afternoon,I have been asked to book in 2 of your vehicles for attention.We have availablility for this work on Feb 11th and 12th.Regrettably there is no available provision for a loan vehicle until March 9th onwards should you prefer that option.Please let me know how you would like to proceed, and what works are required on either vehicle.ThanksSent: 05 February 2026 09:37To: james@chelmsford-demo.co.ukCc: 'Chelmsford demo'; Joe EnglebrightSubject: Re: BK21YTC & LA74WWHMorning Mr BaileyOur next available date at Colchester with a replacement van is 5th of March, we only have a Transit Custom or a high top Transit as loan vehicles.I don't have access to other sites diaries so can't give you a lead time for them.Kind regardsDarren HoldenSenior Service AdvisorLookers Ford Transit Centre Colchester4 Newcomen Way, Severalls Business Park | Colchester | CO4 9YRT: 01206 222 222lookers.co.uk/fordRichard MarshService AdvisorLookers Ford Chelmsford2 Argyll Road, Chelmer Village | Chelmsford | CM2 6PYT: 01245 247247lookers.co.uk/ford________________________________________From: james@chelmsford-demo.co.ukSent: 04 February 2026 20:04To: Darren HoldenCc: 'Chelmsford demo'Subject: RE: BK21YTC & LA74WWHExternal Sender: Confirm legitimacy before acting.Hi Darren,As per telephone conversation today, can you please advise what vehicles are available to us as cover vehicles and when and where we can take it asap?As discussed we can’t keep breathing in co2 and have low battery warning signs on as we need fully operational vehicles on the road to run our business.Please help.Kind RegardsJames Bailey Bsc CCDODirectorM: 07760857426E: james@chelmsford-demo.co.ukW: www.chelmsford-demo.co.ukFrom: james@chelmsford-demo.co.ukSent: 02 February 2026 12:36To: 'Chelmsford demo'; 'Lauren Cramer'; 'Ellie Smith'; 'Richard Marsh'; 'Harry Cass'; 'Darren Holden'Subject: RE: BK21YTC & LA74WWH@'Darren Holden' see below – Chelmsford are no helpFrom: Lauren CramerSent: 02 February 2026 12:32To: james@chelmsford-demo.co.uk; Ellie Smith; Richard Marsh; Harry CassCc: 'Chelmsford demo'Subject: RE: BK21YTC & LA74WWHHi James,We can happily get the 2nd vehicle booked in for you from w/c 09/03 with a loan vehicle.Please let us know which date is suitable so we can organise this for you. Again if this timescale is not suitable please let Darren know when he gets in touch in regards to the 1st vehicle to see if he can organise something sooner for you.RegardsLaurenLauren CramerSenior Service AdvisorLookers Ford Chelmsford2 Argyll Road, Chelmer Village | Chelmsford | CM2 6PYT: 01245 247 247lookers.co.uk/fordFrom: james@chelmsford-demo.co.ukSent: 02 February 2026 12:28To: Lauren Cramer; Darren Holden; Ellie Smith; Richard Marsh; Harry CassCc: 'Chelmsford demo'Subject: RE: BK21YTC & LA74WWHImportance: HighExternal Sender: Confirm legitimacy before acting.Hi Lauren,Also please note we have another vehicle (ford transit custom reg above) that needs looking at as well as there’s an electrical issue with the battery. It keeps coming up low battery although had the battery checked by Halfords and they said it was fine. So, we need this booked in with another replacement as need these vehicles on the road to run our business.The battery went flat over the Christmas period where we had to leave it in a co-op cark park and walk home in the freezing cold with a load of shopping.Kind RegardsJames Bailey Bsc CCDODirectorM: 07760857426E: james@chelmsford-demo.co.ukW: www.chelmsford-demo.co.ukFrom: james@chelmsford-demo.co.ukSent: 02 February 2026 11:57To: 'Lauren Cramer'; 'Darren Holden'; 'Ellie Smith'; 'Richard Marsh'; 'Harry Cass'Cc: 'Chelmsford demo'Subject: RE: BK21YTCImportance: HighHi Lauren,Needs to be earlier than this and when you say loan vehicle – we didn’t pay for it before – this is an ongoing ford issue that needs treating as a matter of urgency.I’ve also explained to Darren that the wet belt is advised to be changed soon making this even more of a priority. If you don’t have an alternative available, I would suggest you hire a ranger in for me or get one from another Ford Lookers.Kind RegardsJames Bailey Bsc CCDODirectorM: 07760857426E: james@chelmsford-demo.co.ukW: www.chelmsford-demo.co.ukFrom: Lauren CramerSent: 02 February 2026 11:54To: james@chelmsford-demo.co.uk; Darren Holden; Ellie Smith; Richard Marsh; Harry CassCc: 'Chelmsford demo'Subject: RE: BK21YTCHi James,Our first availability with a loan van is w/c 09/03.Please let us know which day would be suitable so we can organise a booking date for you.RegardsLaurenLauren CramerSenior Service AdvisorLookers Ford Chelmsford2 Argyll Road, Chelmer Village | Chelmsford | CM2 6PYT: 01245 247 247lookers.co.uk/fordFrom: james@chelmsford-demo.co.ukSent: 02 February 2026 11:51To: Darren Holden; Lauren Cramer; Ellie Smith; Richard Marsh; Harry CassCc: 'Chelmsford demo'Subject: RE: BK21YTCExternal Sender: Confirm legitimacy before acting.Thanks Darren,Chelmsford – please get in touch asap and we will need a replacement vehicle as provided before whilst this is being sorted.Kind RegardsJames Bailey Bsc CCDODirectorM: 07760857426E: james@chelmsford-demo.co.ukW: www.chelmsford-demo.co.ukFrom: Darren HoldenSent: 02 February 2026 11:43To: Lauren Cramer; Ellie Smith; Richard Marsh; Harry CassCc: james@chelmsford-demo.co.ukSubject: BK21YTCMorning allBit of an ongoing issue with Mr Bailey's Ranger going back to my days at Braintree, would someone please call and arrange to get the vehicle in to Chelmsford for an issue with fumes coming into the vehicle. All four injectors were replaced in April 2025 so if this is the issue again they will be covered by fitted part warranty.Telephone number is 07760857426Many thanksDarren HoldenSenior Service AdvisorLookers Ford Transit Centre Colchester4 Newcomen Way, Severalls Business Park | Colchester | CO4 9YRT: 01206 222 222lookers.co.uk/ford

Called twice for a Motability specialist, No call and still waiting. Do NOT have time to keep chasing you. New car window has opened and keeping my options open with other dealers

HelloI am sorry to say I am very disappointed the service I have received with my new vanI guess I should start at the beginningI popped down out the blue on Saturday 31st January spoke to a Andy I think his name was told me he doesn’t sell vans but Ben was busy with a customer and you only had one commercial sales man in that day but fault not he went above and beyond to find the keys and let me view the vehicle and talked me thorough several options of reserving the vehicle ectLater that day I thought actually I would like that to be my van and reserved it onlineEmma then left me a voicemail at 18.12 from a mobile phone and said you would be in contact MondayMonday afternoon I called Ben and introduced my self I said I had viewed that van Saturday (as I would have thought I would have got a call Monday morning from him) and that the drivers door did not open from the inside there where a few ding dents on the rear door , and a scratch from where you guys had removed the previous owners wrap/ sign writing and that Andy had said it needed to go thought the workshopAfter he had a look to identify the issues and had them agreed to be done within about an hour of the call the deal was pretty much done one van with the dents and scratch sorted and a visit to the workshop for its checks and door handle repairAnd a set of rubber matts £50 off a 23k van I felt over the moon and he was willing to loose £50 so I felt we had all won as no one likes to pay the full price of a vehicleBen said he would get it straight over to the body shop as I said I wanted to collect Thursday as you advised 3 day collection I made him aware this should be the easiest sale I want the van , no px as I have a local dealer who gave me £2k more than you offered & I didn’t want finance and to pay cash (transfer) he said ok I will keep you updatedThen nothing Tuesday Wednesday afternoon I called Ben again and he said it was just going into the workshop I said perfect we and that’s when he said no it hadn’t been to the body shop as they where delayed so thought he would get it in service first I said your leaving that late to be collected Friday moving the collection day on a day but really I was thinking this guy is beyond useless at this point,Anyway Thursday come tried to call Ben no response, and was in the area so planned on dropping in had a spare hour , Ben called me back @ 1pm ish to say service had repaired the inner door handle and it had passed all checks so went over to marks tee to the body shop to drop the van off I asked how long would it be before I could collect as tbh I was at the point of pulling out the deal in 4 days that useless man had only managed to get it thought service with very little idea how to keep a deadline or customer’s expectations under control he has a code of promise nothing agree to nothing and when a customer gives him that deadline he sort of overlooks it as to make himself out as useless floating is timeAnyway so he his at the body shop I said so when will that be back tomorrow then for collection i don’t know he responded let me go and ask , called me back 5 minutes or so later they are hopefully getting it in early next week for a parking door dent and a scratch I said I am about to pull out this deal u have missed every dead line I have my own painter how long would it be if you just get the door ding done calls me back 5 minutes later just on the way back to site the dent man is on site already 🤦‍♂️So I get to the show room within 25 minutes the dent man had done the dent , knock off the paint repair for my man to do it (my man done a rear door window blow in 2hrs that Friday night) perfect your starting to make something happen we do the paperwork and I said so you have actually managed to pull this around you think it will be ok to collect tomorrow that’s fine I better order the floor mats from parts (in my head I am thinking wtf Monday we had mats in the deal you didn’t think to order any)Lucky parts had some on the shelf but that was more by luck than ben deservedAnyway Friday handover was done general stuff all goodOverall been to work in the van & trying to forget about dealing with you guys tbh wouldn’t recommend ben to anyoneHowever on the 16th i called ben in the afternoon as I hadn’t had time to reply to his email asking if i was happy with the vanI informed him both the headlights where condensing and It wasn’t going by leaving the lights on , I also said I had opened the Bonnet to see if the caps where not on correctly ( maybe at this point I should point out to you I used to work at gates of Harlow Ford technician number 99486 level 3 mechanic and currently an auto electrician imi membership number 20240900199 ) so I know what I am doing and talking about found the passenger headlight broken on the top edge and bracket missing also one of the main fixing points plastic glued back together, I informed ben via WhatsApp of these pictures he showed his bossThey said they would replace it but would need to speak with his boss and would come back to me on the process of getting it doneThey come back to me and said if the headlight is not loose it would not be replaced but would need to be booked into the workshop for them to take a look and also if it did need a headlight would need to be rebooked again , like I just brought a van so I could have days off driving about and sitting in your service department (did say I could go Chelmsford but would need to book so probably still would need to wait for hours)But after speaking with ben I removed the headlight I found the bracket on the bottom of the headlight missing and a massive crack in the headlight around more plastic welding repair this van has clearly been in an accidentCan’t confirm how bad but the headlight is damagedTelling ben that the locating clip under the headlight was missing , he said“but if it’s not loose we would not replace it”I don’t remember on any Ford dealer repair manual that if your missing a part of the headlight like locating clip that’s ok or them saying we just put them on there for jokes to waste manufacturing profitsOr do they ?The n/s/f headlight is broken & has water in itThe o/s/f headlight also has water in it (autho no signs of damage)If this was Ford manufacturing warranty both of these units would have been charged no questionsPlease see attached images- Image of bolt fixing plastic welded bodge- Top of headlight unit missing - should also have a locator that clips in that u on the wing above it- condensation in both left and right headlights- The crack under the headlight- plastic welded bodge under the headlight to fill a hole- under headlight support bracket missing

The time it took just to get a quote out to me and didn’t listen to the added bits I wanted on it.

I enquired about a ford ranger and spoke with Ben in the commercial sales team who was very polite and friendly and helpful we were trying to put a deal together on the ranger but unfortunately due to the extra cost of a hardtop being fitted the deal went cold I did email Ben asking if the quotes he sent me includes the cost of the hardtop but didn't get any further info from him.