Gates Automotive - Ford Harlow Reviews 182

I have just has the best welcome to a car dealer - and I mean the best ever
I turned up and was greeted by a gentleman on the gate in a hi vis jacket
He was so friendly, professional and welcoming
What an ambassador
Nothing seemed to much trouble and greeted me like an old friend
Just brilliant. Well done and my apologies for not taking his name..
First class

I have been using Motability vehicles for over 25 years, and I can honestly say that Joe Hayden from the Motability team at Gates Harlow is the best member of staff I have ever dealt with. From start to finish, Joe was professional, knowledgeable, patient, and genuinely caring. He made the whole process smooth and stress-free, and nothing was too much trouble for him. He is a real credit to Gates and to the Motability scheme, and I would highly recommend him to anyone. Thank you, Joe — truly excellent service.

Well I’m surprised with this company this is the second time now I’ve had to log my review of this company
Firstly gates Stevenage luckily I didn’t buy a car from them
Then decided to go back to gates Harlow were I had bought a car from before that was a Ford. It a BYD
My experience is this before buying the car
It was pushy a salesperson Called Rohan
He was pleasant while looking to buy a car following that purchase went absolutely silent
I had issues with my BYD starting its self when I was walking away I contact Rohan and was advised someone would be in touch
Never happened I got a call from someone asking how I was getting on with the car I explained to her she was not happy with after sales customer service
She said don’t worry someone will call you today or the next day
Guess what nothing happened talked to receptionist didn’t want to no
I’ve now sold the car on and gone to a completely different make of car my experience outside Ford / gates at harlow was much more experienced salespeople I’d advise you seriously think long and hard about were you spend your hard earned cash if you have to buy a BYD please try BYD not these dealers that haven’t got a clue like Gates of Harlow or gates of Stevenage
I should point out I did give them plenty of time to get back to me and no response
Think carefully there are lots of quality dealers out there that haven’t the experience in what you want to buy

Updated information I’ve still not received communication with this dealer just warm words
£6000 out of pocket due to getting rid of the car and all they have to say is sorry not interested in putting it right at all

I feel compelled to write a review on the exceptional service provided by Anthony and Derek. From the first moment of contact, Derek displayed a polite, courteous and professional manner and this attitude was constant throughout our interaction. Not only did Derek make my day by being exceptional, Anthony then added another cherry on top by being attentive and going out of his way to make sure I was provided with a gold star service. If this is a reflection of Gates' team, I am very impressed and I hope you look at this review and go on to speak with them too and find the car you are looking for! Well done guys!

Purchased a Vauxhall mokka e from there used car sales. The car was delivered from Essex to Yorkshire. When the car arrived it was completely filthy and the smell was ridiculous. Customer service was poor, no real apology from the salesman. No follow ups.
If purchasing a vehicle I would not recommend Gates of Harlow ford

Replied via email 6 days ago, to the email address that they stated. Guessing Gates Ford really don't care.

Cameron was a really polite young man and talked us through all our options and the better deal for us. You can completely trust him.And Joe

SUCH AN EASY BUY, NO PRESSURE SALES AND DARYL WAS GENUINE, INFORMATIVE AND WENT ABOVE AND BEYOND TO SUIT OUR BUDGET!. AWESOME 👌 AMAZING highly recommend and find Daryl!

DARREN & TANYA

Had my B-Max serviced 2 weeks ago at Gates of Harlow.
Today I had to call out the AA as the engine was misfiring, the AA mechanic determined that one of the sparkplugs (that Gates had supposedly) replaced was the problem.

The AA took me and my car to Gates for them to rectify the issue as it had only been 2 weeks since the service was carried out.

I have had to leave my car with Gates to rectify the issue "when they get a chance" , possibly tomorrow or later.
And this is for what is probably a 30 minute job based on the AA's diagnostics.

Update (18th March):
The Trustpilot page says that Gates "Replied to 83% of negative reviews"
Well , yes they did reply to my review asking for my details, having provided my contact details I have never had any further contact from them, which makes it look like they only ask for details so as to "up" the "Replied to" rating.

Dear Dealership management team

I am writing to share my disappointment regarding a recent experience at your dealership concerning a recall appointment.

I scheduled my car for the recall nearly a month in advance, with an appointment set for 11:00 AM. I was informed that the service would take about one hour. However, upon dropping off my keys, I was told that the service might take longer than expected—potentially up to 5:00 PM. This left me with no choice but to remain on-site, hoping the work would be completed sooner.

After waiting for nearly three hours, I noticed that my car had not even been moved from the parking lot. Unfortunately, due to a scheduled flight to Europe later that evening, I could not wait any longer. When I explained my situation to the customer service representative and mentioned that I had been told the service would take only an hour, his response was dismissive and impolite. He implied that I was lying, which I found both offensive and highly unprofessional.

If I had to wait three hours for nothing, then the 11:00 AM appointment was clearly meaningless. It felt as though my time was not valued—perhaps because this recall or warranty service does not directly generate revenue. In the past, I spent over £8,000 on a replacement engine for my previous car and utilized other paid services at your dealership, where I received polite and attentive treatment. This recent experience, however, highlights a disappointing contrast and reflects poorly on the overall customer service approach.

I hope you take this feedback seriously and work towards improving the customer experience across all services, not just the profitable ones.

Thank you for your time and consideration.

I have recently purchased a lovely ford fiesta from gates harlow and highly recommend the salesman john booth ge was very professional explained every detail and helped me find the best finance options nothing was too much trouble the car is beautiful to drive and was spotless wen I picked it up would highly recommend fords harlow for quality cars even used which is what I purchased and fantastic customer service.

Update 24/11/24:
Gates @ Harlow had my car for 3 weeks as they were waiting on a part. Not a problem. However, I am having to take the car back to the dealership tomorrow as they STILL haven’t repaired the door seal, even though I’ve been told by several people the car shouldn’t have even been sold to me with the issue. Extremely angry to be having to take the car back.

My car was collected yesterday morning (23/10/24) by the Harlow branch. I bought the car 2 months ago and started having issues a month ago with water in the passenger footwell, broken heater, and condensation. Already not happy as I’d had the car for 6 weeks before problems started. On collection of the car yesterday, I was told it would be returned to me around the same time today (~8.20am). Someone called to say my car had arrived safely at Harlow but “was going to cost £130 just for diagnostics as water ingress not covered on warranty”. I think NOT seeing as other Ford Focus’ have been recalled for this issue, I won’t be paying a penny. I had a call a few hours later, asking if I’d had the windscreen changed since purchase (no), and that was all the communication on that day. I started worrying as, had this not been checked before I bought the car? I also found one of the door seals TAPED on a week or two after I bought the car. I am a disabled person and very reliant upon my car. I woke up early especially, on my day off, ready for the car being returned. 10.30am arrived, still no car, so I called Gates and asked for an update. “Call back at 12 if it still hasn’t arrived”. I called back at 1pm, and the receptionist asked the relevant person to call me. Still no call by 2pm so I called again; the receptionist would chase it up. 3pm, still no call, I spoke to a lady called Georgina. She was the most helpful person who I’d spoken to - she said I wouldn’t be getting the car back today and mentioned something that needed fixing. Still no full explanation regarding what was actually wrong with the car, but I understand that isn’t her role. She said she would chase up getting a courtesy car sorted for me. I still haven’t had an update as she is waiting on the Sales team regarding this. My car has now been with Gates of Harlow for 33 hours, with no update about having it returned or what the problem is. The small amount of info I DO know, is because I have had to call them FOUR times today. I have had to cancel an important appointment today because I still have no car. Very VERY poor communication from everyone involved.

Update: it is now 6pm and I’ve had no call regarding a courtesy car. I’ve just tried to call to chase it up and all phone lines are now closed. I’m disabled, with no access to a vehicle, unable to navigate public transport, and Gate of Harlow have left me with no explanation as to where my car is, what is wrong with it, and no courtesy car. Really disgraceful.

A while ago I reported an issue which turned out to be complicated. It required trying new parts and then me driving it for a while would be the real test to find out the actual cause. Unfortunately it turned out to be an expensive fix. Mihai the local mechanic went above and beyond in respect of the fact my issue started within the warranty period and continued outside of it. He managed to get me an incredible discount saving me a significant amount of money which was a very pleasant and unexpected surprise.

Second car bough a gates in Harlow , Second time problems ! Totally disgusting customer care , they sold us a car with break problems! Still under warranty, and told they will replace the hub , but we need to pay for break parts and we have a buckled wheel and want to charge us £682 pounds ? Have taken the car for second opinion , how strange different out come ! And haft the price , plus they say the break disks must have been warn when we got the car ! Will never buy a car from there ever again , complete nonsense saying we would have a long wait for parts as there is a problem at their depo due to asbestos !

Sascha and the sales manager Tony went above and beyond trying to help me figure out a suitable finance agreement for their brand new Focus ST estate sitting proudly in the showroom. They had a lot of patience with me and were incredibly kind and polite, they weren’t pushy at all and it really did feel like they wanted to actually help me rather than just try to get a sale. Unfortunately due to my own circumstances I wasn’t able to afford the car, but then they even went a step further to try and find an alternative vehicle that may have been more within my price range. I could never fault the service they provide at this branch, I’ve even been taking my current vehicle for servicing and repairs for the last 3 years and everyone has always been so helpful and welcoming. I was going to move away from the Ford brand but it’s safe to say that’ll never happen, it sounds cheesy but they really make you feel like a part of the family here! The showroom is also very clean, and the cars are well presented inside and out. 10/10 service in every aspect!

I bought a car from the branch and they kept it in service before I received it and after 4 days I bring it back to service because had issues. It didn't pass a 1 week. You go to the store and tell them to do something, but the contrary they did what they want it, I think my wife is a better mechanic then them... A quick advice: Think not twice but ten times if you want to buy it, and just buy it from online because you will have 14 days of change your mind, otherwise they tell you is not a toy if you want to return it(BECAUSE YOU HAVE REAL PROBLEM)

Great service great car I purchased a fiesta st line x 2021 reg really pleased with the car and salesman very good knowledge of vehicle 5 star service Allison walker and Fred Walker thank you

We purchased a car with gates on HP , the car was a display model, registration 2019, we purchased 2022 with 11,000 miles on the clock ! We have only done 11,000 miles the gears got stuck in fifth gear , we have now been told it’s going to cost us £2600 ! The customer care is disgusting at the garage, would never ever go there again stay well away the after service is appalling my partner has had cars from them for many years ! They just drive you away

I recently purchased my second Ford Focus Estate from Gates of Harlow and was extremely satisfied with the service received. My sales person was John Booth, who was very helpful in every way.
I received very polite customer service, regular updates, John showed an exceptional knowledge of the Focus car and the ability to explain, in simple terms the complete car systems. He also managed to explain and satisfy a layman like myself the mysteries of SYNC 4, which I am now quite comfortable with. John also clearly explained how Gates of Harlow operated including its after sales support to the customer.
I would unhesitatingly recommend Gates of Harlow to anyone who is considering purchasing a Ford vehicle.

I purchased a used Ford Focus Vignale from Gates on 30th November 2023 for the sole purpose as a taxi and since day one I have had 23 issues to date with the vehicle. The sales team chose to ignore you and the service team have your vehicle and continue to give it back with issues. There is no urgency what soever to get the issues resolved.
Some of the issues have included a new steering column, brakes and pads all round, new injector 3, god knows how many software updates, no jack handle/wheel nut bar, glued passenger electric window switch, chipped drivers door exit handle, and still new issues are coming thick and fast and the vehicle has only done 50000 miles. The fuel consumption is 30% less than advertised figures, so please do not believe a word they say, this obviously has a significant impact on my earnings. Gates have had my vehicle in twice for a total of 2 weeks 3 days.
I raised my concerns with KCRC who are their customer services who I thought would help me get the issues resolved but unfortunately not although they did give me a case number (CAS-47824995-Z2F1Q1 CRM:060902224)
I currently have a loud clicking noise when slowly releasing my brake after selecting D, creaking brakes, a really loud noise when reversing with left hand lock coming from the n/s rear wheel and yet they don't believe that it necessary to have the vehicle in as a matter of urgency. My customers are hearing the noises and it is quite embarrassing, the only good thing is that they realise how poor Fords are and this puts them off of purchasing one.
I was also charged £300 for an oil and filter change after the service light came on after 8 weeks of having the vehicle. The vehicle had been previously serviced over a year before I purchased it, but Gates believe that the vehicle shouldn't have been re serviced. They over charged me for a basic oil and filter change !
I am now at the end of my tether as each time my vehicle is off the road I continue to lose revenue, I have requested a full refund based on the issues that I have had and still have.
PLEASE PLEASE PLEASE DO NOT BUY FROM FORDS, CUSTOMER SERVICE IS NON EXISTENT !!!!

I went for a oil change (£370.00) and when i booked my van in i asked for the old oil filter to be returned to me as i wanted to check for any rubber bits as my engine has a wet belt and they are prone to belt failure .
I was given a filter and they said it was mine.
I when to my van and found my oil filter was already in my van.
I returned to the service department to question them and found out they could not find my filter (as it was already in my van) and pick one out of the bin and gave that one to me.
A couple of days later I received a call to see if I was happy with the service I received
.
Told the person of my experience and hoped that someone would call me to discuss this.
I have waited 10 days but nobody has contacted me.