Gates of Harlow FordStore Reviews Summary

Customer Service

Pros:

• "Very knowledgeable and straight. Follow up by phone was impeccable. No pressure selling."
• "Matt (sales), who I've since heard is no longer working there, was a pleasure to do business with but that isn't all; the service I have received has been spot on and to my total satisfaction."
• "As a regular customer of Gates at Harlow I have always experienced fantastic customer service."
• "Cannot recommend Gates of Harlow highly enough following the purchase of our new car, they listened to us every step of the process, had great knowledge of the product and offered a great deal."
• "Service staff are also very professional and friendly."
• "I'm in the motor trade myself & often bemoan the lack of real customer service from garages these days. Not at Gates Harlow though...Jackie in the service department was EXTRA helpful & really went the extra mile."
• "Friendly and helpful staff second visit and both occasions a pleasure to have dealt with the staff even gave me ride back to Harlow town station thanks guys appreciated."

Cons:

• "Disgusting customer care after service."
• "Appalling customer service. I feel totally cheated by the way they are behaving."
• "Disappointing experience!! Walked in and no one was keen to talk to me so I walked up to them to get some service!"
• "Travelled from luton to look at a car i had phoned up about to make sure it was there and they new where i was comeing from. The car was damaged on almost every panel."
• "Arrived receptionist was nice said to wait 5 mins for an advisor, after 20 mins no advisor, but 2 advisors was sitting chatting we walked away and one of the advisors chased after us. LOST A SALE."
• "Twice now I have used their system to book a test drive for the new ford mustang. Twice I have had a receipt to say someone will contact me and nobody has."
• "I have emailed Gates but no reply :("

Quality of Repairs

Pros:

• "Repair was done correctly and efficiently and in the time specified and at the displayed price."
• "Knowing that they used original genuine parts fitted by trained technicians is always a bonus."
• "Had a good experience here. Car was in for minor service and they went the extra mile by going over the car looking for any problem's and send you a video of them doing it."

Cons:

• "I got my car from this dealership, there were some issue with it and I brought the car back in for repair. When I went back to collect it I found out that they try to fix back one part with silicon."
• "Every year they turn off my engine management light because it has mind of its own which is no problem but this year it seems to be a big problem as it won’t pass it’s MOT now with them knowing there is no fault."
• "recently bought a fiesta st line noticed a few days later noticed the rear bumper had been touched up not very good either and a flat spot on the paint where you can see white inpigments and cracked paint."
• "Wrong diagnosis van was stuck there for weeks and was charged for the privilege wouldn't recommend and wouldn't use again will be sticking with my local independent garage in future."
• "Engine had coolant issues now oil light staying on, common EcoBoost engine failure which has happened to many of their vehicles and were being recalled with 100% warranty now ford saying not coolant issue as oil light on so refusing to cover it ford also wanted previously £800 for a leaking water pump and a cover, the pump was fine but the degas pipe was leaking which cost around £30 for replacement."

Communication

Pros:

• "Can not fault way we were dealt with, enquired via email during lock down and all emails answered promptly."
• "Always the best service from Gates Harlow!"
• "Friendly staff, booking process was easy enough... if slightly lengthy."

Cons:

• "Ordered parts promised next day they called me late afternoon they cant get it then promised to call me next day didn't happen."
• "Almost impossible to get through to the service department on the phone and when I left a message with reception no-one called me back."
• "still waiting for a phone call back, seems they want your sales but don't get back to you if you have a question or need help with anything, wish gates of hertford was still open much better kept me updated and informed of what's going on and always phoned back within a couple of hours"
• "Poor customer service, I had to constantly chase them up for updates on vehicle and was told will get a call back (never did)."
• "Terrible service from these guys and had no interest in rectifying their issue, took the matter higher just to be ignored. Terrible bunch of crooks at harlow."