Review Time
Booked my car in for a Monday Fordthorne allowed us to change it to a Tues dropped it down in the morning they said someone will contact you regarding the parts price i said ok no phone calls I phoned them they said we can't find the issue with the door I had to explain yet again what was wrong with the door they then said ok we will have a look again I still did hear off them I phoned again towards the end of the day they said can we keep you car till tomorrow as we haven't diagnosed the problem but didn't say diagnose what problem they kept most of the day Wednesday and no phone call I phoned and asked what going on they said you can come collect as we waiting on a price for the part I went to collect my car they they waiting on a price for a GPS Ariel today is 1st March that was nearly 2weeks ago I phoned and asked for a manager to phone which was last week no phone call again shocking service
Booked my car in for a Monday Fordthorne allowed us to change it to a Tues dropped it down in the morning they said someone will contact you regarding the parts price i said ok no phone calls I phoned them they said we can't find the issue with the door I had to explain yet again what was wrong with the door they then said ok we will have a look again I still did hear off them I phoned again towards the end of the day they said can we keep you car till tomorrow as we haven't diagnosed the problem but didn't say diagnose what problem they kept most of the day Wednesday and no phone call I phoned and asked what going on they said you can come collect as we waiting on a price for the part I went to collect my car they they waiting on a price for a GPS Ariel today is 1st March that was nearly 2weeks ago I phoned and asked for a manager to phone which was last week no phone call again shocking service
Thank you to both Richard and Paul from the Used Car Department. I needed a new windscreen on my Ford Fiesta which was done today. I also had a few minor jobs that needed doing which Richard did immediately without question. I have used Fordthorne Used Cars for over 7 years and have always received an amazing service from the team, Paul, Richard , Rhys and Andy. They are so accommodating and will do anything they can to help. The afterservice is fantastic and i would recommend them to anyone. Thank you Richard and Paul you are stars 👍👍
Recently took my van here for insurance body work repair .wish I hadn't as repairs were shockingly bad.refused to take van and asked them to redo the damaged panels as nothing lined up.when gone back in second time repairs were as bad as first attempt shocking workmanship shocking attitude Next stop ombudsman ..stay well clear of this unprofessional outfit
Not used them for a while-the old XR3 days-mixed views then but recently bought "new"-customer service much better and place has a professional "vibe"-salesmen were helpful and knowledgable-I understimated how computerised cars are now (last changed six years ago) but am confident dealership would address any issues.
Update - Fordthorne have now repaired the transmission free of charge and Jay has apologised for the inconvenience caused. Thank you.Two years ago we had a new transmission fitted to our Galaxy costing over £4,500. You would expect that to last many years and many miles. Last week it developed problems. We are now being told we need another new transmission costing £4,300 - more than the car is worth. No sympathy from anybody there. I left four telephone messages and two emails for Jay who had initially sent through the quote for work required for a call back which never came. I finally got through to Jay who sounded like he absolutely couldn't be arsed to speak to me or deal with my issue. He gave me the customer support line number. Customer support were no help whatsoever. I now have no option but to scrap my car. Total joke of a company. Will never buy a Ford again.
My Focus ST developed a coolant leak and intermittently went into limp mode.Took car into Fordthorne. They diagnosed a faulty EGR Valve and provided a quote. I authorised the work but was praying the diagnosis was correct as I feared it would not be correct. To my delight. I had a call next Day advising car ready.Have now had it back for a couple of Days and all OK
Friendly & informative information on my new car the Omoda 5, Nick Jago was very helpful when I collected the car he explained the cars operations in detail on the handover. Because the Model is so new I was experiencing problems insuring it but with his help he informed me of insurers who were, and also the hamper we received was lovely, Cheers Nick thanks for your help.
I rang earlier in the week as I have an issue with paint peeling on my Transit.It is peeling alongside the roof sealant, previously repaired by Fordthorne under warranty to stop leaks. They had no record of revious repair,but was told they would have a look. I said I could bring it in Thursday morning, and was told the manager has lunch between 1 and 2. I arrived 10.45, was told the manager was having an audit, cold I return later, I explained, 35m round trip, previously spoke about Thursday morning, and not a great outcome, bt the manager couldnt see me. I returned home, rang them, they said they would ring back, only after a further call, and that was not to arrange a visit, just to find when I previously took it.Poor customer service, a wasted day visiting and waiting, Still no resolution. Very dissapointed.
UPDATE: 24th May 2024As requested here is a thorough review and update now that hopefully our involvement with your garage has ended,Here is a timeline:October 2023 Car broke down on the motorway with 8 month old baby. All the electrics failed and the car died.I called and spoke to Kalisha to see if I could get recovered straight to Ford as it was nearly closing time and the car wasn't locking so I needed to check, she said she would call me back. She didn't and I had to get recovered home as the police needed to be called and then pay for another recovery to ford in the morning. Kalisha was so defensive of herself that she refused to listen to our concerns and made it very obvious that she didn't want to apologise or deal with us. It was resolved as a 'software update'29th February 2024 Car broke down on Penarth Road with the SAME PROBLEM.This time we dealt with Nerys, who did find a courtesy car for us which we were grateful for. However when they said it was just a software update again I pushed Nerys, in writing. I was distraught and crying down the phone to Nerys asking how she could guarantee the car was safe for me and my son. She should have been able to say she has done everything, but it's become very clear now she didn't, as Kalisha didn't. This put our son in danger in a car that failed in every sense of the word. It was resolved as a 'software update'26th April 2024 Car broke down in Morrisons with our son in the car. SAME PROBLEM.Jamie was communitive and courteous, even if he didn't have any news. He tested the car and was so apologetic that it was taking a while but we were insistent that is what we wanted and were grateful for it. It turned out to be a faulty battery, which should have been picked up the previous two breakdowns and repairs.24th May 2024 Finally received a partial refund for the repair.This car was out of warranty by one month and well serviced when it first broke down, you should have looked past your personal defence and pushed to provide a service that resolved the problem and sent a safe car with a new Mum. Instead you chose to put your own feelings first and endangered my child a further three times, all the time continuing without an apology on the service received.
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Fordthorne is Cardiff’s official FordStore dealership and has been a main car dealer franchise in Cardiff, South Wales for decades. We specialise in new and used Ford car sales including the prestigious RS and Mustang models as well as being experts in The Motability Scheme. Our extensive site also offers Accident Damage Repair, Ford Parts, Servicing and MOTs.
Our Ford Transit Centre located on Llandough Trading Estate specialises in the sale, lease, service and maintenance of Ford commercial vehicles in Cardiff.
As a family owned company our values and culture of service are based on your personal or business needs, and we have had thousands of repeat customers all happy to recommend our services. With multiple awards for customer satisfaction and national awards for customer care, like us or get in touch for more information about how we can help you or your business. See more
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