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TrustFord Bristol - Cribbs Causeway
Hayes Way, Patchway, Bristol, BS34 5BZ
bristol
4.7 (23,229 reviews)
TrustFord Bristol - Cribbs Causeway
Hayes Way, Patchway, Bristol, BS34 5BZ
I’ve always had a very warm welcome at Fords in Stockport,especially from Steve King the Motability rep who I always see. He always makes sure I and my wife Lisa who does all the driving these days understand all we need to know about the new vehicle and is always available by phone,if we should need to speak about anything. Everyone we have dealt at Fords have been very helpful,for example when we have to book in for a service they will pick the car up from my home address and return it same day,so as to make a stress free experience,the chap that picks up the car & returns it is always very polite.
On March 16th we purchased a secondhand 2023 EcoSport Active from TrustFord Jersey, Victoria Avenue. The salesman - Chris Dyer - was very helpful throughout and did what he could to resolve our problems but he appeared to have run out of options. The major issues concerned the poor inyernal communication and the TrustFord Protect Package that we purchased for £495 at the same time as completing the vehicle purchase. The decision to purchase this was based purely on verbal information given to us by Kerstin Lenhardt who completed the sales transaction. We were told that written information, such as a pamphlet, was unavailable and only very limited details were displayed on a laminated sheet on Kerstin's desk - which I had to take a photo of. When we collected the car we asked Chris for more details about the Package - formal confirmation that it was in place, how it worked, who to contact to make a claim, terms and conditions, etc. He explained that we would receive an email giving us the information as soon as the vehicle registration had been completed. In the next month it failed to arrive. Further requests to Chris by email and phone failed to produce the required information - in response to my last email Chris said that he was unable to help but had passed my request to his manager (Kerstin?). We would also like to flag up that Kerstin's communication with Chris after the sale completion was inadequate. She failed to pass on our observation that the car had no tyre inflation compressor, and that part of the interior trim was falling off (issues that she assured us would be dealt with prior to us collecting the car once its DiamondBrite treatment had been applied). Fortunately, Chris was able to give us a compressor when we collected the car - but he had not been told that it was missing and knew nothing about the interior trim. I have since repaired the trim myself. We mention this only because the communication issues that appear to exist in the Victoria Avenue office may explain the insurance package problem. The TrustFord Protect Package finally arrived after complaining to Trust Ford Customer Care. Keratin did phone us after we made our complaint and explained that a change in insurers created the delay. However, the lack of information at the point of sale, the lack of internal communication, the need to repair my car myself, all spoiled the experience of what has turned out to be an enjoyable car to drive.
Quick & smooth transaction. Valued my car...looked for new car..found it. The whole process took a couple of hours. The guys who looked after me were great, explained everything & made sure my car was ready to collect next day..motd, valeted, taxed & filled with petrol. Would definitely recommend them great experience.
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
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