Jacob was really helpful and knowledgeable on all the different models and specs

I am still waiting for someone to contact me.

Dear Ann,Thank you for taking my call today. As I mentioned, I have been unhappy with the level of service I received at your Worcester branch.I initially phoned the branch to raise my concerns and was advised to put them in writing to Simon Jenkins. I sent him an email on September 8th, but I never received a response. I then contacted the garage again and was asked to forward my email to his superior, which I did on October 2nd. Unfortunately, I have not received a reply from him either. At no time was I advised by them to make a formal complaint using this email.Below is the original email outlining my complaint.John West3a Church StreetFramlinghamSuffolkIP13 9BQ07444 051236Date: 8/9/25Subject: Formal Complaint and Request for Refund – Smart Fortwo Coupe Passion EU57 JNLDear Sir,I am writing to formally raise a complaint regarding the service carried out on my Smart Fortwo Coupe Passion at your garage in Worcester on 20th August 2025.I was charged £229.00 for diagnostic work on the gearbox and engine. I was informed by your employee, Simon Underwood, that it was not possible to perform the correct adaptation procedure to resolve the gear issue, and that major repairs or replacements would be required at a maximum cost of £2,582.40.On this basis, I declined to proceed and sought a second opinion from another garage in Worcestershire. They were able to carry out the correct calibration procedure for the clutch using the manufacturer’s diagnostic instructions – the very process that you stated you were unable to complete. This resolved the issue without the need for expensive repairs.Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill. The failure to correctly follow the manufacturer’s procedure demonstrates that the service I received from you did not meet this standard. As a result, I did not receive the service I paid for.I have contacted the Citizens Advice Bureau, who confirmed that I am entitled to request:A full refund of the £229.00 diagnostic fee, as the service was not carried out with reasonable care and skill.Reimbursement of the £75.00 I paid to the other garage to rectify the problem that you should have resolved. I can provide their report and invoice upon request.Accordingly, I request a total payment of £304.00 within 14 days of the date of this letter.If I do not receive a satisfactory response within this timeframe, I will have no option but to escalate the matter further, which may include pursuing a claim through the Small Claims Court.Please also confirm whether your garage is a member of any trade association (for example, The Motor Ombudsman or the Retail Motor Industry Federation). If so, I am willing to resolve this matter through that channel if you would prefer.I trust that this matter can be resolved promptly and without the need for further action.Yours sincerely,John WestEnd of original email.Here is the follow-up email:john westmarcuswortans@lookers.co.ukDear Mr. Wortans,On the 8th of September, I wrote to your colleague, Mr. Simon Underwood, to register a complaint regarding the level of service I received at your Worcester garage. Despite requesting a response within 14 days, I have not received any acknowledgement of my email. The original email is below.I would be grateful if you could look into this matter as soon as possible and provide me with a response.Yours sincerely,John WestEnd of email.Additionally, I have since been advised that I am entitled to claim the extra travel costs I incurred as a result of the unresolved issue. Because the other garage was unable to rectify the problem until the following week—and as I had to return home to Suffolk—I was forced to take a train and use taxis. I can provide my bank statements to confirm these payments if required.I would appreciate your assistance in resolving this matter as soon as possible.Best wishes,John West

Very good thanks.

Listened to

i told the person on the phone what I wanted and he knew what it was.i have subsequently had a call from a dealer and this was good.

Incompetent dealershipAbsolutely diabolical car arrived ten minutes late due to storm and traffic said it’s late we will have to reschedule we can only do service not mot and it takes 3.5 hrs after a fuss they did the service only when I got car back their was vibration from the engine bay they hadn’t replaced all the parts I had to go to parts and get them myself complete incompetence woul never buy or use Worcester again avoid at all costs we are talking about a 100k vehicle here staff shoul show more respect

Simon was very helpful sourcing the car I was looking for. 5 stars for his excellent customer service experience.

Friendly and professional service

First class people made me feel very welcome thank you