elkinsford.co.uk Reviews 3

A very professional company. I dealt with Clinton who was very helpful and professional. I received a call around a week after buying my car (which is perfect!) to see how I was enjoying the car. I’m very pleased with the level of customer service having bought from a prestigious car showroom previously their customer care was not as impressive by comparison. Thank you Clinton and the team!

Dear Sir,
I am writing to let you know how disappointed I am with the Ford Kuga I purchased from you on the 19th February 2020. I had done approximately 7000 miles in it since purchase ( this included a holiday to Scotland, for quite some time it was sat on my drive due to lockdown re COVID) when it developed a problem I booked it in to be looked at on 25th of August having reported it on 21st. My wife was on her way to the hospital to pick me up when she was flagged down by a member of the public as there was a strong smell coming from the car, she returned home and I phoned the following day. The six months warranty ran out on the 19th, just 2 days before I reported it. I left it with you for the day and when I rang to see if it was ready was told that to my horror it needed a new clutch which would cost £600 which could treble if it needed a new flywheel which couldn't be confirmed until the gearbox was taken out and the clutch inspected, it also needed two brackets that held the exhaust pipes up plus a new tyre. So a potential bill of possibly over £2000. I explained to the young lady I had only had the car since February and was told clutch slippage was not covered by the warranty. I have been driving for over 50 years I know not to ride the clutch, the brackets for the exhaust were probably due to going over speed bumps apparently, I thought the young lady was very polite but adamant that none of these things was covered by the warranty after talking with my wife we felt we had no option but to agree to the repair.

When I called to collect the car I was told the earliest I could get it booked in was two weeks ahead I was also told that you couldn't guarantee it would get me home and there was no courtesy car available until I brought it in, so I drove home with my fingers crossed. Having had time to reflect I felt the whole situation was just wrong, I came to the main dealer for security but now feel severely let down. I have traded the car in losing the best part of £3000 plus £600 of the trade-in value as I let them know there was a problem with the clutch. I even bought new wiper blades as they were not clearing the screen properly this was on the way home from picking it up!

I rang to cancel the repair and spoke to a salesperson who asked why I was cancelling and explained the situation. He told me he was sorry I was disappointed I also asked him to cancel the service plan we had taken out and he told me he would get the service department to ring me, I have heard nothing so have cancelled my direct debit I assume I will get a refund at some point.

I hope to hear your thoughts on this complaint and would point out your own advert Why Choose Elkins Ford, Highly professional and caring. Excellent value and peace of mind. REALLY!

yours sincerely
P.Street.

Since sending this mail I received a message from Mr Peter Elkins saying he was disappointed to receive my mail and hoped I hadn't traded it in as he might be able to get something done quicker, alas too late .he asked I contact him today to try and sort something, not quite sure what as I don't own the car anymore anyway rang and was told he was out but would be back within 20mins and they would get him to return my call, this was at 12.30 now 17.00 and I have not had a call. I will not contact them again as I have had enough of the stress that dealing with Elkins Ford has caused me, I leave it to others to decide if they want to buy a car from this dealership, my experience has cost me, dear.
Mr Elkins did contact me again and we did discuss the problem, he asked me to explain from my point of view what had happened which was as I'd already explained he asked who had told me it was £600 etc again as above, he hinted that it was our fault being hard on the clutch which would make it smell and that there was probably nothing wrong with it, I pointed out that his mechanics had it for a whole day and that was their verdict. Mr Elkins conceded that the service we had received was below standard and issues like this should go through him he apologised for the way we had been treated which was not how Elkins Ford likes to treat its customers. He then said there was nothing he could do as we no longer owned the car. I explained we had lost nearly £3600 by dealing with Elkins Ford and had done nothing to deserve this treatment Mr Elkins reiterated that there was nothing he could do even though he had the profit from the car I px d which was perfect and the profit from the car I wished I'd never bought. WOULD I BUY ANOTHER CAR FROM THIS DEALER NO !SHAME ON THEM.

I have purchased 2 cars from Elkins Ford over the years and used them for servicing. They are a lovely family garage led by Peter Elkins,they do good deals and you are treated as a valued customer.
My best friend has been using them for over 20 years and lots of cars from them.

Highly recommended.