Ford Kuga 2020 (20) - 2.5 EcoBoost Duratec 14.4kWh ST-Line X First Edition SUV 5dr Petrol Plug-in

I don't do this light heartedly, I really don't like leaving bad reviews, I avoid it if I can. But this has made me feel so anxious that I've not slept properly for months. The customer service I have received in this past year has been absolutely disgusting! I've been suggested I'm a liar! I have it in an email. I bought my new car, out right in March 2024 from Eddie. The first week, it broke down, AA came out and told us it was a loose connection to a new part that was fitted. Riverside gave us a courtesy car, as we were going away to the beach for a few days that day. The courtesy car had no breakdown cover! Guess what, it broke down, costing us \xa3200 and was told by Riverside, that because it was our fault, we should pay for it, isn't that why we have breakdown cover, so it doesn't matter who's fault it is? It was Riverside's fault that I wasn't driving my new car! Disgusting behaviour. Since using my car, and only a few months in, I've had problems, spending over \xa32,000 to get it fixed. Since the lack of satisfaction from the customer service team at this garage, I wasnt going to use them for repairs. Next, while my car was stuck in a garage for a whole month, trying to work out what was wrong with my car, my service was due, I bought a service pack from Riverside for \xa3400. As I didn't receive any information about this, no info pack via email or post, I was told over the phone by Eddie (few months previous) that I could take my car to be MOT and serviced at a local garage if I wish, as Burton-on-Trent is quite far from me. When my service was due, I emailed Eddie to confirm this as I didn't want my warranty to be invalidated. It took Riverside garage a whole week to get back to me, but I thought; "it's ok as Eddie said I could take it to any garage and I just need to claim back what I paid Riverside Garage. It cost me \xa3190 for a service, now Riverside has emailed me saying Eddie said no such thing and suggested that I was lying. Of course, I emailed them back and I've had no response. I've recently had to sell my car as there was a lot of things still wrong with it and it would have cost me another \xa32000 to repair. I've lost out on a huge expense (because I believe the car wasn't properly diagnosed when I first bought it, if you saw the things wrong with it that I had to put right!) which I know I can't take back, but I want to warn other people buying from this garage, that the "friendly" customer service you receive on the premises, does not follow through and reflects badly on their part. It feels like once they have your money they don't want anything more to do with you. I am currently seeking legal advice for the \xa3200 paid for the courtesy car with no breakdown cover and the \xa3400 service pack I paid for, but no service pack information received and no refund for the service I paid.

I was promised — before purchasing the car — that the broken door handle would be fixed. Nearly a year later, it still hasn’t been done. I’ve been given excuse after excuse, repeatedly brushed off, and completely ignored despite following up multiple times. To make matters worse, when I left an honest 1-star review, I received an email from the dealership essentially blaming me for the lack of action — saying they “don’t feel a need to help out people who are looking to damage the business.” This is after they failed to deliver on a promise made before I even bought the car. The attitude I received was unprofessional, defensive, and frankly rude. Instead of taking accountability, they tried to pressure me into removing my review to get help — something I should have received from the start. This experience has been incredibly disappointing. I would strongly caution anyone considering buying from here to get everything in writing and not expect any after-sales support.

If I could give no stars I would but that is not an option sadly! Worst experience I have ever had trying to buy a car. Had to leave a deposit of \xa3500. Went with the intention of bringing the car home with me which they were aware of. It was two and half miles each way. My husband is a expert technician which they didn't realise. The clutch was totally gone and I would have been unable to drive it that distance home. The salesman argued that the clutch is the same on all this make of car which was Peugeot 107. As it had just been serviced through their workshop there was no way it could be a problem. My husband continued to point out that the clutch needed replacing. The salesman eventually agreed to put it back through their workshop to see what their mechanic thought. They would the deliver the car to my home. I said if the clutch isn't replaced I do not want to go ahead with the purchase. We took it for test drive, my husband drove it as I would have struggled to operate the clutch. We got five minutes up the road. It conked out in the middle of the road. We had to push it on the forecourt of a little corner shop. We left it there and then walked back to the show room. Informed the salesman the car is not fit for purpose and we had now lost all faith in them as a business. We were told how to get our refund, but unfortunately this required the CEO of the company to authorise which he wouldn't. We have tried to get the money back but as I have a chronic illness the stress was making me worse. The value of the car was \xa33000 so a huge deposit. They sell cars of really high value. But if they are buying a high value car or a low value car customers still deserve to be treated with respect. We work hard for our money and this behaviour is disgraceful. So be careful!!! CHARLIE - Thank you for your response. I am unable to reply directly so will add on the end of here. So hope that you get it, I have tried to call you but you are not available. This was some time ago, you were on holiday at the time and we had to wait for your return. We then got fobbed off and told we had to get back from the company that you use to take the payments. We tried this lots and lots of times and were told by them that you Charlie had to authorise the refund. Which you wouldn't do!! This went on for months backwards and forwards. Due to me having a chronic illness the started started to affect this and my mental health. I also had my sons wedding coming up shortly afterwards. My husband took over trying to get our hard earned cash back but no luck. Due to my health/mental health going down hill he decided to drop it. Something normally I would NEVER do!! Its taken me all this time to even look at getting another car. I found a lovely dealership again a long way away. I explained about my previous deposit and that I wasn't happy to leave one and he kept the car until I was able to view. It was even better than described and he was a lovely honest dealer who actually apologised for what I have experienced with YOU. All we wanted was the hard earned cash which was ours back!! If your customer is spending \xa33000 or \xa330000 they should all have a positive experience. 13/5/25 - Have spoken to Charlie this morning to explain to him what his company did. Which in fact he was already aware of but got some of the facts wrong. He admitted that car broke down on the test drive. But as I had put a deposit on it I should have still gone through with the purchase. When I have asked would you after all that? He didn't respond. Why would I part with a further \xa32500 after that experience. Although this happened sometime ago, I was ill and didn't have energy to take this further. But why should anyone get away with taking \xa3500 hard earned cash for nothing. Day light robbery! Showing your true colours Charlie!!!

The most amazing experience. Went to the garage as our last garage we were looking at as sick of pushy rude sales person not interested in us. Arran greeted us on arrival and told us we could browse and grab him if needed. We told him what we were looking for and budget while having general chit chat. He didn’t push or over bear, he grabbed us the keys for what I was intrested in told us some details and left us too it. We later grabbed him explaining this was the one we wanted and he went through some more bits with us before sitting us down and going through the buying process. He explained everything in detail to me with it being my first car. After over doing all my details and everything we left and were advised when we could pick her up. Before I picked her up she was MOT, Valeted, new tires fitted etc. they went above and beyond to make my experience the best and I can’t wait to have dealings with them in the future. Thankyou Arran!