MR C

appalling branch

My nightmare with my Ford van started when a message ‘Ad blue malfunction’ appeared on the dashboard. Next thing I’ve made an appointment at the Alperton Ford branch. The next morning, I took the van to this branch. After about 3 hours they called me to say that they’ve investigated and as result they had to do an AD BLUE STATIC REGENERATION, I've asked if they found any more problems and they told me that they made a full diagnosis and found nothing. They also told me that that it will costs me £405 for the work they’ve done (a bit expensive for a diagnosis and a regeneration that is made using a software and lasts 20 min) but I’ve accepted the price as I needed my van due to all the work commitments I had that week. I received a text message the same day from Alperton Ford at 5.30pm saying that the van is ready for collection. On the following Monday morning I went there, I paid the bill however when I’ve started the van, the same fault appeared on the dashboard. I went to the reception and they told me to leave the van there for further investigations which were supposed to be carried out by a technician. After waiting there for 2 hours the technician came out and and told me that he does not know what the van has and that I have to leave it for more in depth investigations. Of course, no one contacted me to inform me of what was happening. Getting anxious, I’ve called in the afternoon and I was told that the technician was waiting for technical advice from a technician from Heathrow branch. For all week I’ve called Alperton garage, went there and I was told the the same lie that they are waiting for the other technician's advice. I’ve asked to see the manager but he refused to see me. On Friday, a week after I’ve left the van only for an ad blue static regeneration, they’ve called me and said that they found the fault which was apparently the ad blue heater and that I had to pay another £516. I was already really frustrated by the whole situation and appalled by the lack of professionalism shown at Alperton and after I’ve started demanding an explanation in relation to the additional cost of £516 they’ve reduced the bill by £100. On the following Monday, I went to see the manager who didn't even want to have a courtesy talk with me .He only told me that if I want the van I have to pay and if it doesn't suit me to sue them! So after 10 days of lies, stress that my business was affected as I’ve lost more than a week’s income , my family was affected as I had to pay the taxi for a week to take my boy to school as he is dependent on me, I had to pay £820 for Alperton Ford’s incompetence for a diagnosis, a computer reset and replacement of a part that costs £75.