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TrustFord London Transit Centre
319 The Hyde, Edgware Road, Colindale, NW9 6TH
colindale
4.7 (23,229 reviews)
Joined 2014
TrustFord London Transit Centre
319 The Hyde, Edgware Road, Colindale, NW9 6TH
If I could give them zero stars I would. Avoid this dealer. Charged £450 and took 15 days to fix a loose battery terminal, total parts used, one 10mm bolt. There is zero communication, you can't call them, can't leave a message, can't email. Eventually when they promise to call you back, they don't, no manager on site to complain to. It is a total scam. Whilst there paying, there were several other irate customers with similar tales to tell, so my case is not a one off, but very much the norm.
I am writing to formally express my deep disappointment and frustration regarding the unacceptable experience my friend and I had with TrustFord, which ultimately resulted in both of us cancelling our Ford Transit Custom orders despite already paying deposits. From the beginning, we were shown and promised a fully loaded Ford Transit Custom with all the options and features we specifically wanted. The vehicle displayed in the showroom was a high-spec model, and based on that presentation, contracts were signed and deposits were paid. However, the experience after that became extremely unprofessional and misleading. Last Friday, we were informed that the vehicle would be ready for collection. We rearranged our schedules, cancelled important plans, and travelled to the dealership expecting to collect the van. Upon arrival, we were suddenly told that the vehicle was not ready after all. No one had the courtesy to call, email, or inform us in advance. When I complained about the inconvenience and wasted time, we only received a simple apology and were promised that the vehicle would “definitely” be ready the following Thursday. Then on Thursday, 28 May 2026, we returned once again expecting to collect the vehicle, only to be told AGAIN that the van was still not ready. What made the situation even worse was discovering that the vehicle we were now being offered was not the fully loaded Transit Custom we originally agreed to purchase. Instead, we were shown a basic model without the options and specifications that were clearly presented to us at the beginning and included in our expectations when signing the agreement. From a customer’s perspective, this feels extremely misleading and untrustworthy. Showing customers a fully equipped vehicle in the showroom and then attempting to hand over a lower-spec vehicle without proper explanation or transparency is completely unacceptable and honestly gives the impression of deceptive sales practices. In addition to all of this, the customer service we received from Employee was extremely disappointing. There was no genuine apology, no empathy, and no effort to resolve the situation professionally. Her attitude throughout the interaction made us feel as though we were the problem, despite the dealership repeatedly failing to meet its commitments. Both my friend and I left feeling ignored, disrespected, and frustrated. As a result, we both made the decision to cancel our orders immediately. This entire experience has seriously damaged our trust in TrustFord and unfortunately reflects poorly on the Ford brand itself. I strongly believe senior management should investigate how customers are being treated and how sales expectations are being managed, because experiences like this can cause significant damage to Ford’s reputation. I hope someone from Ford’s senior customer relations team contacts me directly to fully understand why two serious customers decided to cancel their orders after paying deposits and waiting in good faith. This situation was avoidable with honest communication, transparency, and proper customer care
Called up Trust Ford Long Ashton Bristol to enquire and was transferred over to a sales rep called Admire Absolutely first class service from start to finish sorted finance quickly and handled all my enquiry’s very quickly No pressure selling on the add ons and even took me by surprise the actual cost opposed to 3rd company’s New van now collected to push my business forward Thank you Admire
My wife said I was mad buying a car I hadn't seen, but I had seen it, Danny Blacker at Castleford took a close up video for me and pointed out any little chips or scrapes. He then had it taken in to the body shop and got them all removed & sent another video. I bought it and it arrived good as new. I now have a wonderful new car and a very happy wife. Very professional service from start to finish.
TrustFord, Lisburn branch twice (indeed Craigavon also once...but the car from them had brain probs and was returned)... Lisburn has yet again excelled in delivering the lowest mileage car of our choice in the UK and was presented to us by Gavin (Johnny the boss too!) Beautiful Hybrid ( our first semi electric) Denim Blue Kuga Vigilante or someit like that ...lol! Thank-you very much!
Really impressed with the service at the used car showroom Castleford! Have purchased a few cars from here now, also dealt the best customer service and communication is fantastic! Danny dealt with me on this visit and he really went above and beyond to sort things for me would definitely recommend the used car sales team over the main dealership. Would like to say I won’t be back for a while as I finally got back a car I’d missed having! Love my feza!!
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
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