Fordthorne  Opiniões 49

Resposta da Fordthorne

Há 3 dias

We’re very sorry to read about your experience, William, this is not the level of service we aim to provide.

You’re absolutely right to expect a prompt response after submitting an online enquiry, and we apologise that this didn’t happen. We’re also sorry to hear about the difficulty you experienced when trying to contact us by phone. We understand how frustrating that must have been, especially when you were simply trying to make a booking.

Your feedback has been taken seriously and is being reviewed with the team. We are addressing this through improvements to how online enquiries are followed up, along with changes to our phone handling, supported by additional coaching and training for the team.

Thank you for bringing this to our attention — it highlights areas where we need to do better, and we are taking steps to improve.

Resposta da Fordthorne

25/03/2026

Thank you for the great review! We’re really pleased to hear you’re happy with your Ford Puma and the service you received throughout the purchase process.

We appreciate you taking the time to share your feedback and hope you continue to enjoy your new car. If there’s anything you need going forward, we’re always happy to help.

Resposta da Fordthorne

5/03/2026

We’re sorry to read that you feel disappointed with your recent experience.

Following your visit, our technicians spent time investigating the issue with your vehicle to try to identify the cause of the fault. Although diagnostic time was involved, we did not charge you for this work. Once the likely cause had been identified, we also provided the relevant part number to help you move forward with the repair.

In relation to communication, we did send an email update on 19 February (with costs) to the address held on our system, which we have since checked with you and confirmed is correct. We appreciate that emails can occasionally be missed or filtered, so we are glad we were able to speak with you directly afterwards and provide the information you needed. We were also pleased to hear that you found our Service Advisor helpful during that conversation.

We always aim to keep customers informed and provide a helpful service, so we do take feedback like this seriously and will review the communication around this case with the team.

Thank you for bringing the matter to our attention.

Resposta da Fordthorne

5/03/2026

Thank you for taking the time to leave such kind feedback — it’s very much appreciated. We’re delighted to hear the team were able to help with the windscreen and the additional jobs on your Fiesta, and that Richard was able to get everything sorted for you straight away.

It’s especially nice to hear you’ve been coming to us for over seven years and continue to receive great service from Paul, Richard, Rhys, Andy and the team. Your continued support and recommendation mean a great deal to us. We look forward to welcoming you back again soon, and we will be sure to pass your kind comments on to everyone involved. 👍

Resposta da Fordthorne

2/01/2025

Hi Danii,
We regret to hear that you are unhappy with the recent repair carried out on your vehicle. Please be assured that all work performed was authorised by your insurer and completed in line with their specifications.

If you require additional work beyond the authorised scope, we recommend reaching out to your insurer directly.

However, if you have concerns about the quality of the repair, we encourage you to contact us so we can inspect the vehicle and better understand the specific issues. We carry out thorough quality checks on all vehicles prior to their release, but if any aspect of the repair covered by your insurance requires attention, we will make every effort to address it promptly.
Best
Emily

Resposta da Fordthorne

23/11/2024

Dear Anthony,

Thank you for sharing your thoughtful feedback! It's wonderful to hear you've noticed the improvements in our dealership since your XR3 days. We're glad you had a positive experience with our knowledgeable sales team and felt confident about the technology in modern cars. If you have any questions or need support down the road, our team is here to help! Enjoy your new car and welcome back! 🚗✨

Best regards,
Elena / The Fordthorne Team

Resposta da Fordthorne

21/11/2024

Dear Laura,
Thank you for sharing your feedback. I’m truly sorry to hear about the issues you’ve experienced with your Galaxy and the level of service you received from us. I completely understand how frustrating and disappointing this situation must be, especially given the significant cost of the previous transmission replacement. Please accept my sincerest apologies for the distress and inconvenience caused.
We want to arrange for our Lead Technical Engineer to examine your vehicle thoroughly to address your concerns. We aim to explore all possible solutions to resolve the issue without replacing the transmission, wherever feasible. We want to ensure we’re doing everything we can to support you in this matter.
Regarding your interaction with Jay, I am deeply sorry for the lack of responsiveness and empathy you described. This is not the standard of service we expect from our team. Please rest assured that we will address this internally to ensure improvements are made and that such experiences do not occur again.
A team member will be in touch shortly to arrange the next steps.
Once again, I apologize for the upset this has caused. Thank you for bringing this to our attention so we can make it right.

Fordthorne team.

Resposta da Fordthorne

Actualizada a 10/10/2024

Thank you for sharing your 5-star experience! We're thrilled you enjoyed the service and your new car!
We're thrilled you had a great experience with your new Omoda 5. It's fantastic that Nick Jago was so helpful during the handover, explaining everything in detail and assisting you with finding insurance for your new model. We're also glad you enjoyed the hamper—it’s our way of saying thank you!
Cheers to Nick for making your experience smooth and enjoyable. If you need anything, don’t hesitate to reach out! Enjoy your new ride! 🚗✨

Best regards,
Elena / The Fordthorne Team

Resposta da Fordthorne

10/10/2024

Dear Ray,

Thank you for sharing your positive experience! We're glad to hear your Focus ST is back to normal, and we’re happy we could help!

Best regards,
Elena / The Fordthorne Team

Resposta da Fordthorne

14/06/2024

Hello, Thank you for reaching out to us.

We are truly sorry to hear that you are experiencing an issue with you vehicle. To assist you better and to avoid the inconvenience of another trip, could you please send us some images of the current problem? This will help us understand the situation and provide you with the best possible advice.

Please send them to: nerys.jenkins@fordthorne.co.uk

Please note that the previous repair was completed over three and a half years ago, so it would be helpful to see the current state to determine the next steps.

We appreciate your understanding and look forward to resolving this for you as quickly as possible.

Kind regards, Nerys Jenkins – Aftersales Director

Resposta da Fordthorne

24/05/2024

Hello Luke,

I want to extend my sincerest apologies for the inconvenience and frustration you have experienced regarding the repair of your vehicle.

I understand that your car has been with us since December 31st, and I deeply regret the extended delay in its return. Your patience throughout this period has been greatly appreciated.

Unfortunately, the situation with the part supply has been beyond our direct control. Despite our best efforts and constant follow-ups with the supplier, the part we received from Vauxhall was incorrectly packed, though it had the correct part number. This error has significantly contributed to the delay.

As this a seat belt, which is of course, a safety item and an insurance repair, we must ensure that your vehicle is completely safe to drive before releasing it back to you. We cannot compromise on this aspect, as your safety is our top priority.

I acknowledge the distress this has caused you and genuinely apologise for the poor service experience you’ve had. We are in constant communication with the supplier to resolve this issue as quickly as possible and will keep you updated with any progress.

Thank you for your understanding and patience – Nerys Jenkins, Aftersales Director

Resposta da Fordthorne

Actualizada a 19/04/2024

Thank you for taking the time to share your feedback with us. We sincerely apologise for any inconvenience and misunderstanding you experienced during your recent interaction with our Transit Centre. Your satisfaction is of utmost importance to us, and we appreciate your patience.

Our Aftersales Director has been in touch with you to address the issues raised in your review. We are committed to resolving any concerns promptly and ensuring that you have a positive experience with our services.

Please rest assured that we take your feedback seriously, and we are continuously working to improve our processes. If there are any further issues or if you need additional assistance, please don’t hesitate to reach out to us directly.

Nerys Jenkins
Aftersales Director

Resposta da Fordthorne

11/03/2024

That's great to hear, Mohammed. Thank you for leaving us feedback. We hope to welcome you back in future

Resposta da Fordthorne

Actualizada a 19/04/2024

Thank you for sharing your feedback with us. We are genuinely sorry to hear about the engine fault you experienced with your van. As a valued customer, your satisfaction is of utmost importance to us, and we apologise for any inconvenience caused.

At Fordthorne, we take pride in providing excellent service, and we regret that your recent experience did not meet our usual standards. We appreciate your patience and understanding during this challenging time.

Approaching Ford Motor Company for Assistance: If your van has a full service history, we recommend reaching out to us at Fordthorne. Our team can explore options to assist with the repair costs. Having a complete service history can be beneficial when discussing this matter with Ford Motor Company.

If you do not have full service history, it is unlikely that Ford Motor Company will be able to assist with any engine repairs. However, if we have not already contacted them on your behalf, please send any service history, vehicle registration number and details of the fault to nerys.jenkins@fordthorne.co.uk and we will reach out to Ford Motor Company to see if they can assist with the cost of any repairs required.

Nerys Jenkins
Aftersales Director

Resposta da Fordthorne

Actualizada a 12/01/2023

Thank you for providing the additional information. We have looked into the matter and whilst we are sorry that you are disappointed with the service, we feel that we have provided the service requested in a fair and reasonable amount of time. The vehicle, by your own admission had been to several garages in an attempt to diagnose the fault you were experiencing. We diagnosed the fault, gave you a complete cost, ordered the part and re-booked you to have it fitted when the part arrived.

Unfortunately, we needed to remove your spare wheel but the lock was jammed and seized, this had to be removed and renewed (at no additional cost to you as Ford covered it as a goodwill gesture). We have no record of informing you that the vehicle was ready when it wasn’t, however, if this did happen, we are very sorry. We did make every effort to provide you with alternative transport at short notice so that you were able to get home at no cost to yourself. I am sorry to hear that no longer wish to use our services, I hope that you are able to find another garage who can assist you should you be unfortunate enough to experience a future issue with your vehicle.

Nerys Jenkins
Aftersales Director

Resposta da Fordthorne

28/10/2022

Hello Mr Leach,

Thank you for taking the time to complete a Google review. We are sorry that you were disappointed with our response to your concern, regarding a scratch to the rear windscreen. When you brought this to our attention, both our Master Technician and Service Manager observed that the scratch, along with various other scratches was on the inside of the rear windscreen and matched up with impact damage on the trims, which you were aware of. We did open the boot to check the spare wheel, but no tools were used and with the scratch being at the top of the glass, it is very difficult to see how this could have been caused by our Technician. Our Technicians are long standing, experienced employees who are well versed in the procedure for reporting any accidents or damage that they may have caused, we can then inform our customer and repair the car without any cost to either the customer or the Technician.

Kind regards, Nerys Jenkins – Aftersales Director