customer is chasing holding deposit refund as he paid on his credit card and wanting the payment reversed as no longer interested in pursuing this vehicle after lack of communication and updates on the vehicle. has spoken to someone at branch who advised they would contact on monday once accounts were back in but then heard nothing so called yesterday to chase and was advised he needs to provide bank details to action refund but he is not willing to provide these as it was paid from a credit card and wants the payment reversed back to it before statement is produced and interest is accrued

The staff where friendly, approachable and not pushy.

just was

Hi, like always excellent service.

I purchased a Ford Mondeo in December 2025 and during the sale was advised that various checks had been completed and that the vehicle had a new MOT and also replaced the cambelt. I agreed on the sale and I picked up the vehicle whilst also trading in my old car at the same time on the 17/12/2026. On my journey home the car began to make a scratching sound along with an error light on the dash about the tyre pressures which I now know to be an MOT fail. I contacted the branch immediately and took the car back. You have had the car ever since 17th having had the car for about 2 hours and left with a courtesy car. I believe the car has had front brakes replaced, x4 new sensors but still came up with the error so needed to be sent to a Ford Specialist. I have since found out whilst at Ford the vehicle had x2 outstanding recall's one of which is the Airbag which I consider to be a serious default and one that as I understand is a legal requirement for all Dealers re-selling a vehicle any recalls would need to be addressed before putting up for sale which this vehicle was clearly not and I wasn't advised of this either so had it not gone to Ford who knows what could have occurred. I seem to be constantly chasing yourselves for an up-date and when I get told someone will call me back no-one ever does. The last conversation with you was on 07/01/2026 which I was promised a call back for the 08/01/2026 as when I called you couldn't even tell me where my vehicle was or the up-date on it which is worrying. I have only received a total of x2 calls from Vauxhall in Liverpool from the 22/12/2025 & 02/01/2026. Compare this to 7 total calls during the same period I have had to make to chase up what is happening with the vehicle I have purchase. I am growing tired of the chasing up and it is becoming clear that the issues are not a quick fix and I need answers as this is not good customer service.

I bought a car from you last year and have it under warranty. Recently, the apple car play in the car has stopped working. After me asking on the phone to yourself if this was covered under warranty, I was cut off half way through me speaking to say this would be £177 just to look at it. The person at the other end of the phone was very rude and not helpful in any way.

Ok

Was happy

To the Management Team,I am writing to formally express my extreme disappointment and frustration regarding a recent attempted vehicle purchase at your dealership. What began as a positive experience has resulted in significant stress and has left my family without a vehicle.During our visit, we dealt with John Farrell. Initially, John appeared helpful and transparent. We spent considerable time discussing our specific situation, specifically highlighting that we have poor credit and were using a sub-prime lender through an external broker.We provided John with the following specific details:The name of our broker and the specific lender.Confirmation that our finance was already approved.The exact interest rate we were receiving.John explicitly confirmed that using our own finance was a "non-issue." Based on this assurance, we proceeded to sign the documentation. During this process, my husband even called our broker in front of John to see if a £400 protection package could be added to the loan; when they declined, John removed the item and we finalized the paperwork.After leaving the dealership, we paid our deposit and were told the car would be ready for collection on the 31st. Relying on this, we arranged for the return of our current vehicle.However, a day later, we were informed by our broker not by your dealership that you refused to accept the finance. You requested that we move the application to your internal broker. We have declined this for two critical reasons:We already have a secured arrangement that we do not want to jeopardize.With poor credit, we cannot risk further credit checks on our files.It is baffling that you deal with the same lender but refuse to work with our specific broker after being told upfront that this was our only financial option.Because we relied on John’s misinformation, we are now in a dire position.Our current car is being returned today, leaving us with no vehicle.My husband is partially blind, making the sudden loss of transport an even greater hardship.We feel we were misled just to get a signature on a page.I expect our deposit to be returned today via Faster Payments, as promised, and i trust you will address this with John Farrell. It is vital that your sales team understands your finance restrictions before promising customers that their external funding is acceptable. I would have preferred a "pushy" salesperson who knew the rules over one who was polite but factually incorrect.Due to this experience, we will not be using Vauxhall again and will be sharing our experience via online reviews to warn other customers in similar credit situations.I await confirmation that my deposit has been processed.

I am writing to formally complain about the handling of my recent service and MOT for my Vauxhall Crossland at Lookers Vauxhall Bootle, and the significant failure in communication regarding my service plan.For context, my husband and I have been very loyal Vauxhall customers for many years. Between us, we have owned five Vauxhall vehicles, and we have taken out service plans on every one of them. This long-standing history is important, as it underpins why we reasonably believed that a service plan was in place for my current vehicle.The most recent service plan for my Crossland was set up in November 2023, confirmed by email from Emma Kidd on 01/11/2023 (Reference: 13FT1J/1).When I brought the car in for its service on 30/11/2024, there was no mention whatsoever that the service plan had expired. I do not recall being asked about it, and neither my husband nor I were informed at any point that cover was no longer in place. We also received no communication from Lookers regarding the expiry of the plan.In addition, we genuinely believed that the service plan payments for my vehicle had continued, as EMAC payments were still being taken monthly for my husband’s vehicle. The continued EMAC payment leaving our account reasonably led us to believe that my service plan had also remained active, reinforcing our assumption that my vehicle was covered.When contacted in November 2025 about this year’s service, we agreed to the booking on the continued assumption that the vehicle was covered by a service plan, as has always been the case previously.During the online check-in on 18 November, there was an indication that no service plan was showing on the system. I explicitly addressed this by stating in the comments box that I was a service plan customer, expecting this discrepancy to be checked and clarified before any work was authorised.When I arrived at Lookers Vauxhall Bootle on the day of the appointment, I was presented with a quote of £630 and informed by the service advisor that there was no service plan. I corrected him, explaining that I believed there was a service plan in place. He did not check or verify this, but instead told me he would “sort it” and asked me to sign. On that basis, and still believing the issue had been resolved, I authorised the work.When I returned later in the day, I was then informed that I needed to pay the full amount because there was no service plan. I was made to feel as though my car was effectively being held to ransom until payment was made. This was extremely upsetting and confusing, particularly given our long-standing loyalty to Vauxhall and our consistent history of maintaining service plans.At no point before the work commenced was the situation properly checked, explained, or clarified. Had this been done, I would have been able to make an informed decision about whether to proceed. I do not believe it is reasonable or fair for me to bear the full cost under these circumstances, given that I acted in good faith throughout and repeatedly stated my belief that the vehicle was covered.I am requesting that this matter is urgently reviewed and that appropriate goodwill and financial redress is offered to reflect the failures in communication, verification, and customer care. I would also welcome an explanation as to why no contact was made regarding the expiry of the service plan, particularly in light of our long-standing relationship with Vauxhall.I look forward to your prompt response and a fair resolution to this matter.