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TrustFord Edgware
319 The Hyde, Edgware Road, Colindale, NW9 6TH
colindale
4.7 (23,229 reviews)
TrustFord Edgware
319 The Hyde, Edgware Road, Colindale, NW9 6TH
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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.
Had a great experience at Trustford Cribbs Causeway, specifically the used department. After showing interest in a vehicle, Chris made the whole process really smooth and ensured I was informed from start to finish. I cannot recommend them enough, I have zero complaints and the vehicle has been perfect. Genuinely so happy with this purchase!
I recently purchased a vehicle from ford & was very impressed by the level of service from the staff, everything was done smoothly & with the customer in mind. Compared to the level of service I received from the last place I bought a car, trustford was fantastic...highly recommend
We recently purchased our new cactus grey Ford Puma titanium and had a fantastic experience from start to finish. The car arrived much quicker than we expected,and we are really pleased with our salesperson. He was friendly, helpful, and kept us informed throughout the whole process massive thank you to james leedham.
The Motability representative ( Steven King) made a complete mess of taking my deposit on the new vehicle. After setting up the transaction on line, and it not being successful, he immediately told me there was a problem with my bank card, and I needed to try another one. I only have one card, so he then told me I should go to my nearest bank, and sort the problem out with them! I refused to, as this made no sense to me. So he then said I should ring the number on the back of my card and find out what the problem was. I tried to do that, but got nowhere with it. I asked him to check the details he’d done on line, as I thought that might have been the problem. He did, but it still didn’t work. He asked me again to use another card! He also asked me if I had a limit on what I could withdraw daily!! I asked him what else he could do to try to resolve the situation, and he just shrugged his shoulders. I suggested maybe trying a different method of payment; a reader. He said he didn’t have one, but would try to locate one in the dealership. Eventually he set the transaction up on the reader, and after entering my PIN, the transaction went through right away. He then realised that he’d been trying to do the transaction on a bank transfer, even though he’d asked me several times before, if I use that facility, to which I said I did not. He’d laughed about that. I was very stressed and unhappy about his mistake, and it upset me for the rest of the day and after. It was a horrible situation to be in, and it should never have happened. I was in the dealership for over half an hour because of his error, too, which made me late for another appointment I had after. I found the whole experience very bad.
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
