Kate

Appalling

Purchased a 68 plate Fiesta STLine which had done 18,000 miles in May 2022 and the gear box went. Was told they could not see it for 4 weeks, insisted that they do see it to be told it needs a new gear box and because I had not purchased the 3 year warranty (at a £1,000) it was not covered and quoted a cost of £3,500. Complained to Ford head office and said you are selling cars not fit for purpose as a gear box should not need replacing at 18,000 miles who agreed! I asked to be updated on its progress and heard absolutely nothing until it was done. Ford Banbury had it for 3 weeks, picked it up and here's your key. No apology, no explanation, no warranty given to me for the new gear box, invoice just said "gear box". The lady that answers the phone is damn right rude, we found 'managers' discussing customers on the sales floor as we waited and quite frankly I will never deal with Hartwell again. Too pleased to take your money when purchasing a car and certainly did not want to know when it went wrong. Collected the car that was dirty and covered in bird poo. Appalling service.