I am writing this email to lodge a complaint regarding a repair/diagnosis on my vehicle.Reg no : MD69 BFJ.Model : Ford RangerMy vehicle was given for a diagnosis on the 6th October 2025 at Lookers Sheffield branch for a leak from the front part (which we have identified as from the coolant).The complaint was very simple as I have mentioned ‘a leak from the front part of the vehicle with NO WARNING LIGHTS at all’.My husband who is a registered insurer of the vehicle has called for an apt and was given an appointment after a month. He was informed that the vehicle engine will be opened completely and diagnosed and there will be a charge of £1000 for the same for which he had agreed to.We were informed later that they have opened it into pieces and found out that the engine is not working at all and it’s completely broken ? Even though there was no engine warning light or any warning lights for that matters. Was also given a list of issues the vehicle has.The repair charge they had suggested was too expensive (around £12000) that we had to decline the repair. So the agent whom my husband spoke to informed him that if we decide to not continue with the repair then it needs to be towed away as it is completely stripped down. My husband was shocked by the way he said it and was worried and tensed.After consulting another garage and some mechanics and having our own discussion we had decided to take it to another garage so I called the same agent and requested the vehicle to be put back/assembled together. But the agent said that it isn’t possible due to the engine complaints that none of the parts will go back the way it was removed as it’s completely damaged into bad shape. I had to have a long conversation with the agent but he said mechanically that is impossible due to the parts not in right shape to put it back. We had a fair argument, however he was very strong with his mechanical expertise that it cannot be assembled back.By this time we have had our own research and found some interesting facts from similar case studies and stories and the legal solutions for them. So i had mentioned to the agent that I was told by the other garage that if we pay for assembling charges Ford may assemble it back but the agent said very confidently that it could’ve been the case in other cases but in my case my vehicle cannot be assembled back due to the parts being so poorly damaged.While arguing he said most of the people tow it to different garages in this type of scenarios and he has seen it many times in his garage. Which gives us an idea that this isn’t the first time they are trying to cheat people.He then called me back as discussed after speaking to his manager and given me an additional quote which was almost equal to the diagnosis charge to assemble them back together. We were very curious to know that the parts he said will no longer go back together mechanically/technically/practically can go together if I pay an extra huge amount. He did not have an answer for that when I questioned but he was very sure that I must pay the said amount if I needed it together as a single piece.As this was not mentioned when we had given the vehicle I refused to pay. We were told about the diagnosis charge but never about an assembling charge if we do not go ahead with it. After a long discussion (explaining that I have seen similar case studies in ombudsman’s website about such expertise in the breach of the Motor Industry Code of Practise for Service and Repair) the agent was ready to reduce the price to half but since we had refused that as well his manager called us back and waved the charge off but we had to pay £88 for a part change and informed us that the vehicle will be ready to drive away and it was magical to us as we were told it isn’t possible in the whole world!I had very clearly mentioned that I need it in the same condition while dropping it off and he had agreed to this.The best part is we were never told clearly about the main issue which is ‘The Leak’. We were forced to agree to open our engine completely into a strip down situation to find the reason for the leak but all they have said is engine failure and lots of other issues.All good, we have collected the vehicle as given but the main problems then started!1. Many new warning lights mainly engine warning light.2. ⁠no buttons working on driver side (eg electric window opening/closing switch)3. ⁠Heating switches on but takes ages to blow a mild warm air- never meeting proper temperature set)4. ⁠pulling is affected. Car takes ages to reach 30miles speed as it doesn’t pull. Especially if it is even a small hill car wouldn’t pull up!5. ⁠shivers when starts to drive.MY CAR IS IN A PATHETIC SITUATION AS IT CANNOT BE DRIVEN AT ALL!!!I have given my vehicle to check why there is a leak but not to damage it. I was preparing to give the vehicle back to finance company and wanted to sort the simple leak from the coolant and now I have a car with engine warning light and literally not road worthy at all.I want my vehicle back into its original stage. The finance company will only take it if it is road worthy with no warning lights for the proposed deal. They have clearly mentioned in their proposal that if there is any warning light or repairs the cost will be incurred from us.I have schools runs and my daily life is totally depended on this vehicle at the moment and it’s been a really difficult time because of this. I have called the complaint number twice but no response and the 3rd person I spoke to suggested me to send an email so someone will definitely respond. Hence I am writing this to you.I want my vehicle to be in the same condition like it was given to you without any warning lights. I need you to take full responsibility for this condition of my vehicle as it cannot be driven. I need an alternative solution for my daily transportation use until you sort my vehicle out.So I kindly request you to please look into this as soon as possible and contact me soon with a solution as it’s been almost 20 days that we are struggling because of this issues.Kindly call me on 07539319174 or my husband Vishnu on 07432459102.Kind regards,Lakshmi.---LAKSHMI KANCHANA SUNDARESANUnited KingdomTel: 07539319174

Ethan was very attentive and explained everything that I needed to know

Good Afternoon,Please could you advise on the below at your earliest convenience?Thank you in advance.Kind Regards,Luke“Market leading SMR supplychain management since 2003”Customer Servicese: Customer.Services@fleetassist.co.ukw: www.fleetassist.co.ukThis email was sent from an email account of Fleet Assist Ltd which is a company registered in England and Wales with company number 04685458 and has its offices at 1 Sovereign Court, Lancaster Way, Ermine Business Park, Huntingdon, Cambridgeshire PE29 6XU. The contents of this e-mail are confidential and may be privileged and subject to internal monitoring. If you are not the addressee indicated in this message, you may not copy, forward, disclose, deliver or otherwise use it or any part of it in any form whatsoever. You should then kindly notify the sender by replying to this message and destroy it thereafterFrom: Customer ServicesSent: 16 October 2025 15:40To: vehiclecomplaints@lookers.co.ukCc: jasonslavin@lookers.co.ukSubject: RE: HK72NRJGood Afternoon,We hope you are well.We have not yet received a response to our email below sent yesterday.We have a promise to our customers to resolve complaints within 5 working days, however, this is quickly approaching and we would appreciate a response to this email within 24 hours.Thank you for taking the time to deal with this matter.Kind Regards,LukeFrom: Customer ServicesSent: 15 October 2025 08:57To: vehiclecomplaints@lookers.co.ukCc: jasonslavin@lookers.co.ukSubject: HK72NRJGood Morning,We hope this email finds you well.Please see the details below of a complaint that has been raised against one of your sites.Raised by Customer: InteractiveGarage Name: Lookers Ford SheffieldGarage Postcode: S4 7UQDate of Complaint: 14th OctoberVehicle Registration: HK72NRJAreas for Investigation: Garage not adhering to accepted bookingNature of Complaint:The driver of the above vehicle arrived at the garage yesterday, and was advised by the branch that no booking was in place. However, we can see that the 1link booking request was accepted on 9th October (for 14th October) by Lookers. Therefore, please could you advise why the garage in Sheffield did not have a record for the booking?Please review this and come back to us with your response.We would appreciate your input on the reported events, and your proposed solutions to prevent re-occurrences of this nature.Please add any supporting documentation as an attachment to this email.Thank you in advance for your prompt response, we look forward to hearing from you.Fleet Assist has a 5-day SLA in place with our mutual customers to resolve any concerns raised and therefore we would appreciate a response to this email within 24 hours.Many Thanks & Kind Regards,Luke

Dealt with Callum in the used van department. Great friendly guy, very knowledgeable and a pleasure to deal with. Will definitely be back for my next vehicle

Staff gave good advice and information.

Great service.

Bit slow to answer questions all on email, rang few times and not spoken to ….still waiting for my deposit

I couldn’t have been happier with Mark Smith at lookers in Sheffield as from contacting him about the van kept my updated through out the whole process. Was sceptical at first as my dealings with Ford at my local Ford is enough to put you off going to Ford to say the least. Couldn’t be happier.

Felt Easy and comfortable dealing with them whilst buying a car!

Excellent service from Sam Whittaker - knowledgeable and efficient.