Easy booking, friendly and well-organised staff.

No one got back to me about a new car

Dear Emma,I would be grateful if you could forward your senior colleague the following.Dear Dealer PrincipalI am writing further to our recent discussions regarding the classification of the Ford Transit Custom 8-seater supplied to us, delivered on 27/10/2025.I do not accept the suggestion that this matter can be resolved or closed on the basis that you no longer have internal sales notes, that the original sales staff have since left, or that you cannot locate a telephone record of my initial enquiry.At the point of order, during my initial telephone conversation when booking the appointment and again during the sales process, I specifically raised the question of whether the vehicle would be categorised as a commercial vehicle (N1). I was clearly and unequivocally assured by your sales manager that it would be. This assurance was material to our decision to proceed with the purchase as a business.The fact that the vehicle has now been registered by DVLA as an M1 passenger car confirms that the assurance given was incorrect. If, as appears to be the case, the vehicle was type-approved by Ford as M1 at factory build, then it was never capable of meeting the description under which it was sold to us.For the avoidance of doubt:* The absence of your internal records does not negate what was said.* The departure of staff involved in the sale does not remove the dealership's responsibility for representations made at the time.* This is not a DVLA error; it is a discrepancy between what was represented to us and what was supplied.On this basis, I consider that the vehicle was sold to us on the basis of a misrepresentation, within the meaning of the Misrepresentation Act 1967, which induced us to enter into the contract.I therefore do not accept that this matter is closed and reserve all rights available to us.Before you issue any final response, please confirm in writing:1. Whether Ford type-approved this vehicle as M1 or N1 at factory build (as per the Certificate of Conformity).2. What resolution you propose in light of the above.I would prefer to resolve this matter amicably and without escalation, but if necessary I am prepared to refer the matter to Ford UK, the Motor Ombudsman, and to pursue formal legal remedies.I look forward to your response.Yours sincerely,Dr Peter Linn

I’ve not been called back since I made the enquiry

1st class service

Really bad experience I rang on Thursday lunchtime left my number. I rang again on Friday lunchtime left my number. I tried again at the weekend. No one called eventually Tuesday at 5 o'clock. Somebody called me back very very poor service.

I am writing to raise a formal complaint regarding defective workmanship associated with major engine work carried out by Lookers Ford on my vehicle.On 20/09/2023 Lookers Ford carried out a wet timing belt replacement on my Ford Transit Custom (registration D22 HKN).Since that repair, the vehicle has suffered oil leakage from the timing belt cover area, which has resulted in oil contamination of the auxiliary drive system. As a direct consequence of this oil contamination, the alternator failed and had to be replaced at my own cost in October 2025.I have since been advised by an independent garage that:The oil leak is originating from the timing belt cover seal, which was replaced and resealed during the Lookers repair.Oil contamination of auxiliary belt components is a known risk if the cover is not sealed correctly or if sealant cure procedures are not followed.The alternator failure was consistent with oil ingress, not normal wear and tear.This issue represents a failure of workmanship, not a new or unrelated fault. The timing belt cover seal should not fail after such a short period following professional dealer repair, and the resulting oil leak has caused consequential damage to downstream components.I would also note that Ford’s own service guidance for wet belt replacement requires correct resealing of the timing cover using Ford-specified sealant and full curing time before engine operation. The presence of an active oil leak indicates that these standards were not met.I am requesting that Lookers Ford:Accept responsibility for the defective sealing of the timing belt cover and rectify the oil leak correctly, in line with Ford’s prescribed repair procedure.Reimburse or contribute to the cost of the alternator replacement, which failed as a direct result of oil contamination caused by the leak, and check for further damage caused to other components on the auxiliary belt drivetrain. I am experiencing bearing noises after longer drive times that are all focused on this area of the engine.I rely on this vehicle for my livelihood, and the failure of an expensive and major procedure carried out Lookers Ford has caused avoidable cost, disruption, and loss of confidence in the work carried out.I look forward to your prompt response and a constructive resolution.

I am writing to let you know about the so far very disappointing service I’m receiving at lookers, Colchester.My van WV74RBU was displaying a 12v battery fault, and I had also had issues with it not starting, and the interior lights weren’t working. This was booked in, for the whole day on Monday 22nd December. I am self employed, needing my van daily but luckily had finished for Christmas, so an easy resolution I thought.When I collected the vehicle that evening I was informed that the battery was fine, the diagnostic machine had shown no error and no work had therefore been needed. This is despite when starting the vehicle, the error message still being there! I was told to just monitor it.My issues continued, van not starting, no interior lights, the display screen displaying an error message etc (I have photographs of these). I have had to borrow a battery charger from a local garage to keep charging the van, to enable me to still work. I booked the van back in again, this time having to take a day off work, so I’m immediately out of pocket. After taking the van back on 5th Jan (which involves my wife also driving her car on a 20 mile trip each way to collect me in the morning, and again in the evening as you insist on having it the whole day). Apparently this time I have had my battery replaced.When I collected my van it was brought round to me and left running, but as it was a new battery I assumed it had been fixed, however when I went to use my van for work the next day, the usual error messages, no internal lights etc issue was still there!!!So I’m having to take another day off work to again bring it back on the 14th, and arrange for someone to collect, and drop me off again?!!This should not be needing a 3rd visit to the garage. It’s obviously not simply the battery, however this should have been established on the first visit. But to then fail me a 2nd time and again ask me to come back, at a massive cost to myself when this should have only needed one visit to the garage. I have absolutely no confidence it will be fixed this next time, and I’ll be more out of pocket and no further forward.This is frankly the most shocking service I’ve experienced from a garage, and do not expect to be in this position with a vehicle I bought (for a considerable amount of money!!) just 6 months ago!!!I want to know how you will assist with this please, and ensure I’m not more out of pocket.

Hi SophieFirstly the good points , thanks for your help in finding me the van that I wanted especially the colour, know I was a bit fussy but luckily for me you found one .Now after having a few days to think about it the negative points .I cannot give up more time especially being self employed to bring the van in and have the stone chip/marks touched up , so can you please let your manager know I won’t be in this coming week .I’m going to be honest with you , I am extremely disappointed about these and the same of the crease/dent in the door that I told you about on the phone that I spotted after I got home ,especially as in two emails I asked if there was anything visible I needed to know about before buying and I was only told about the mark on the bonnet which you said would be fixed .Also in another email I asked if there was a locking nut and you said if there wasn’t it would be dealt with once the van was at Colchester but only after I returned home did I spot there wasn’t one , surely I shouldn’t of been allowed to leave without one as I now have to drive around stressing that I’m going to be stuck somewhere if I get a puncture !! , can I ask have you rung Middlesbrough to see if it’s there ? .You advised me on your managers say so to drive to the service centre the next day and they would order me one but why am I doing the running around for you , again more time off of work and when I did go it was there they said it will take two weeks to come in so you would of had plenty of time to sort this before hand as agreed .Also something you highlighted on the ford App were the recalls that needed doing , I now need further time off to have these done something the service centre said should have been spotted and sorted before the handover day .I also have an issue with the rear doors locking now and showing a warning on the dash board so now my afternoon off becomes a full day .Also when I got home I noticed the rear inside of the van was soaking wet obviously from where it had been pressure hosed so I had to dry it with towels as it was all over the electrics and I honestly thought I’d have a full charge ( I know you don’t get fuel ) especially as only a hybrid.Anyway I’ve been stewing on these and needed to at least share my overall disappointment , buying a van should be exciting not stressful.I will be forwarding a email to fords complaint department and letting them know about my dissatisfaction and my concerns .I do actually love the van but on this occasion the level of care and attention I have received hasn’t matched what I have previously had or expected .I wish you well in your new job .Regards Matthew Griggs .

The part exchange offer was well below the market value. And the offer i made without part exchange was never taken seriously and all they wanted was to sell the extras and have someone on finance