TrustFord Byfleet

Looked the details up on the West Byfleet branch website for their parts department contact number and opening hours. Rang the number 5 or 6 times throughout the day, each time the same, it rings and rings and rings but no answer. Out of desperation I drive down to the centre, only to be informed by the service reception that the parts department has been closed down for 6 or more weeks now and everything is being run from Epsom, some 15 miles away. Nothing to mention this on the website, no message on the phone answer service when you call and choose your department. What an appalling way to run a business with customers wasting their time, effort, fuel etc.All for the sake of an update on their website or a staff member that will actually answer the phone!!

The worst dignostic test ever. They are charging you a lot of money and not even doing it properly. My car was showing engine malfunction and they said is the battery, they have replaced it but they did not solve the problem. Is still showing that error, the engine stopped again. How are some people doing there job? How can you charge so much money and not do your job properly? Why are you a Ford dealer if you can't see and fix a problem? As well, where is the customer service? We were calling so many times before someone was actually answering.

Hands down the worst garage experience of my life. I wouldn't give any stars if that was possible. This place has the worst customer service and mechanics I have ever come across. The Byefleet garage have had my Ford Kuga for over 3 months and have still not been able to give me a clear indication of what is going on. They charged me with two additional repairs when they couldn't fix the original issue. The original issue is still not fixed and they still won’t confirm that, but are telling me I need to pay for a third repair and be prepared to pay for a fourth and fifth repair. They also said that due to the age of my car I should be aware that the vehicle will have multiple faults. It's a 2009 plate. So, the manager is basically saying to not by Ford cars as they will get problems. They are supposed to be Ford specialists but cannot find the problem with my car. On top of it all they are charging me to fix every part of the car until they find the problem, what a joke! How can they call themselves specialists when you can’t fix their own cars? I also purchased the service plan, which should have entitled me to a courtesy car. Initially, i understood due to lockdown and the pandemic that this would be problematic. However, during the 3 months+ of having my car, i did finally ask for a courtesy car, but they said that due to my car being of a certain age it doesn't qualify for the service. I was told on point of sale that due to my low millage my car will have all benefits (another issue to do with the age of Ford Vehicles). Therefore, I would strongly advice not to use the Ford garages as they over charge and don't know what they are doing. You will save more money going to a regular garage and probably get better service as they'll appreciate the work, especially in these particular times. I definitely wouldn’t advise to purchase any additional services if you can avoid it, as like bad insurance companies, they’ll avoid “paying out.” Lastly, my family have always had a Ford car parked in our driveway, but after this experience it is not worth the hassle. Even after paying the inflated prices of the brand’s “specialist” garages. I honestly don’t know when I’ll get my car back in working order or how much I’ll be forced to pay. So, I’d strongly advice to take your business elsewhere. Also, this experience has taught me to expect your Ford to have a multitude of problems. (There are many more issues of distress I have suffered through this period with Ford but cannot write them all down. This is just a summary)

I have had my vehicle serviced and MOT twice in the last year and a half and Jessica is always very polite and friendly and professional in all that she does. Well done, always a pleasure to deal with her.

Please avoid this place if you can! They do not seem to know what they are doing here. They stated they "diagnosed" the problem with my car and told me it could be fixed. We agreed a price and the work took place. However this did not fix the car despite the apparent "diagnosis" and was then told to pay for the work. I refused and eventually they scrapped the bill and said would quote again for the fix. Waited 2 weeks for the quote sometimes ringing them twice daily to find out what was going on to be told someone will call me asap but no one ever did, and was even told I might have to start paying storage as my car was at the garage whilst waiting for the quote. Have now sold the car broken and will never but a Ford again. If you have a Ford choose another dealership the service here is abysmal.