Polar Ford Warrington

Shocking response from Trust Ford when trying to obtain service history for a vehicle. The Ladies response to my request was we do not give out details for vehicles serviced.

Polar Ford in Warrington is now known as Trust Ford.

I am very disappointed with Trust Ford Warrington. I think Fords are a decently engineered vehicles for the money, and it's a shame that poor service from Trust Ford Warrington makes the purchase of another Ford impossible for me.

Initially I discovered that vehicle had a slow puncture. From rate of pressure loss this was from time of supply. I discovered that locking wheel nut adapter was not with vehicle, despite being signed off on pre-delivery checklist. Vehicle returned to Polar Ford, and I was told the tyre had 3 inch nail in it, and that it must have occurred after vehicle was collected. Little choice but to pay for replacement tyre, but I was suspicious.

First service I was told a lift to work would be available after I dropped off vehicle. It was a different story when I dropped off vehicle. They should just have said that no lift was available or offered vehicle collection which I later discovered had been available. Unnecessary inconvenience.

On a further service an oil leak was apparently identified which would cost £500+ to repair. They asked to keep vehicle overnight as they would need to order parts. As this was our only vehicle at the busiest time of the year for my business it was agreed to delay the repair for a week. At 4pm on the day of the repair I was told they did not actually have the part for the repair, I asked for the vehicle back, but was told it had been stripped down. No replacement vehicle was available. No lift available. The same service advisor dealt with me the entire time. Basically we were left stranded with no vehicle. No explanation was provided, they couldn't help me further and had to leave for home. (Nice, given that I couldn't go home!) I contacted their head office. No explanation was offered by them either. I was promised a call back by a manager. No call received. This was the last straw. I provided a bad report on their customer satisfaction report, and I had previously been told they would follow up on any bad reports. They did not. They did give me a significant discount on the bill, but only down to the price I could have paid elsewhere, and not been left stranded unnessarily.

On the positive side, I did received free AA cover with every service. Which is the only reason I continued to use Polar/Trust Ford. Overall, lots of bad communication and totally unnessarily nonsense from this company. I would never feel able to use them again, and cannot recommend that others do so.

Not the cheapest place for servicing but at the end of the day you get what you pay for most of the time. I've always been able to pop in & they'll happily look at my car or key or whatever to see if they can fix it. The cars on the forecourt are quite dear I think but then its weighed down with extra warranty so that's obviously built in. The staff are quite helpful.