Trustford - www.trustford.co.uk

Don’t trust them, Avoid at all cost

I brought a used Jeep Cherokee from the Wakefield branch, Calder Island, Wakefield, WF2 7AW. This turned out to be the biggest mistake and a nightmare filled with lies and false promises for the next 3 and half months. These people don’t have a clue what they are doing.

I collected the Jeep March 28th, the sales advisor, never pointed out that they had damaged the wing on the Jeep. If I had not called him back to the Jeep, they would have said they hadn’t done it. The wing still never got repaired despite 3 estimates and he said multiple times saying that he had authorised the work but never did. It soon became clear that he lied and never made good on his promise to correct the issues wrong with the car.

His email to me dated March 30th stated

"Thank you for your e-mail and please accept my sincere apologies for the problems you have made me aware of.

I absolutely assure you that all issues will be rectified quickly and, of course, at no cost to yourself.

I will liaise with my service department colleagues when they return to the business tomorrow morning and come back to you with a detailed plan to put this right.

Kind Regards,

General Sales Manager"

Brought 28/03/18 and they have taken back 11/07/2018 and only because the repairs hurt their profits and not to be nice to me.

Issues with the Jeep

1, stop start system didn’t work – sent to local jeep dealership to myself, kept for 4 days after Trustford wouldn’t pay the pay and still the stop start system didn’t work

2, car was damaged and despite being told this would be repaired, they never did this, estimated cost £864.60

3, Jeep was sold with specification that it didn’t have on it, told by 2 sales advisors that it was on the Jeep. He agreed to retrofit the specification (advanced multicoloured ambient lighting) Approximately £400, this was never done.

4, Driver display would freeze up and lock you out – never repaired

5, the glow plug light would come on randomly and whilst driving flashing, I was told to take any Trustford branch but was told when trying to book in they couldn’t look at it. Was then told I had 2 days under the warranty to get it diagnosed by Jeep. As I had never been given any warranty details despite it being on the invoice, he was aware of this but never sent the warranty details when asked for them and I still have not received them. This was because they never had any intention of repairing the Jeep.

I have spent since March 28th and remember the email, until yesterday 10/07/2018 to now be given a refund for the Jeep as they never had any intention to fix it. The list of emails is endless full of lies and failed promises of repairs, the head office really are not interested and the further up pecking order you get, the worse they are at helping you.

Yes, I asked for a refund as it was never going to get repaired and after 3 and half months of waiting, I think that is fair time to wait, I’d had enough of the lies from them. I wanted the refund done in March but was talked out of it. I wish I had stuck to my guns and just demanded the refund. You would think being a massive company they would do the right thing but no they are not interested once taking your money.

Are they doing me any favours by giving me a refund? No, they are actually doing this to save the repair bills for the work needed on the Jeep that they should have corrected and rather just say that its going to be too expensive to repair, and offer the full refund in March, they string it out and inconvenience me for over 3 months and now I have to find another car whilst not having a car. They even threated me with solicitors over supplying my bank details and will I be compensated for their false advertising of the car and failure in repairing the Jeep and failure in customer service? A BIG FAT NO

Will they answer the question to why they think its acceptable to treat me the way they have and sell faulty good? A BIG FAT NO COMMENT

Were they fast doing the refund, of cause not as customer services failed to pass the documents to the right people. More inconvenience from them.

So well don’t Trustford on how you treat your customers, I would not recommend these people ever and I’m sure you would get better service and a better car from a back-street dealer.

Visited TrustFordd, Ashton Gate, Bristol, about a problem with my wifes car, a 63 plate with about 6500 miles, which needed a new instrument cluster. Even though the official warranty had expired under consumer protection laws things are supposed to last a reasonable length of time - this is a non serviceable part and should probably have lasted the life of the car, so I thought it was unreasonable to pay the full cost of its replacement. Their response was basically tough, its out of warranty. They even had the cheek to want £99 for diagnostics to tell me what I already had been told by a reputable garage - and then the full cost of replacement. The attitude of the General Manager was equally disgraceful. We are a family of 4, two driving Fords bought from them, so they have already lost more in future purchases than the couple of hundred pounds contribution I was expecting, and hopefully other future purchasers will also avoid them.

I wanted to buy a car that is usually built to order. Got an offer through Carwow for these Trustford people. I did some research on their website and found that luckily they happened to have 18 petrol versions of the car I was looking for.

Used the chat function to find out if any were nearby. Was told nothing by helpdesk person except that someone would be in touch. Nothing that day and nothing until lunchtime the following day when I got an email. It said the bloke had tried to call but it had gone to voicemail so he'd left a message. No he hadn't. No messages on my voicemail and no missed calls on my phone. Neither did he have the foggiest idea why I was contacting him. Great communication between departments then!

I explained the situation. He emailed back saying that all of the cars were "in compounds across the globe" and could therefore not be viewed!

I emailed back letting him know that I didn't believe that their company had any of the cars and thought that the company should be renamed as they obviously can't be trusted!

So it looks like they appear to offer cars they don't actually have for sale at a price which undercuts everyone else. I went elsewhere.

Absolutely appalled by the treatment over a warranty claim for a replacement front windscreen wiper blade for my four month old fiesta . Treated like a child and told that wasn't a fault but actually checked with for direct and told to get it changed because it was vibrating and not working properly . After a large argument with this the female cells advisor I managed to get it sorted but I will never ever ever ever ever set foot in a terrible place again .

This a company I would not recommend to anyone the amount of lies and been financially ripped off which was fully endorsed by their legal eagle. Can't wait for my three years to be up never again going near a dealership

tried to buy car but it never arrived from Bristol eventually told that log book was lost (took 2 weeks to find out) spoke to Manager at Dagenham who said that as had been badly treated they had a car on the forecourt that I could have at a reduced rate. Went to view only to be told that they could not find the car but did not know where it was.