Group 1 Ford Farnborough Reviews Summary

Customer Service

Pros:

• "Service was completed around the estimated time and had a quick hoover and wash!"
• "Booked a 1 hour sit and wait appointment. Car promptly serviced and left outside ready within 1 hour."
• "Excellent job. Friendly front desk (Courtney) to deal with my enquiry, and the technician (Jack) who has gone out of his way to sort out the wheel nut and air con service."
• "Great service on arrival, polite and no issues, well done!"
• "Attentive and thorough, no push."
• "Dealt with professionally."
• "I noticed a huge improvement generally in all aspects of customer care."

Cons:

• "The car was not ready for collection until 1700 despite asking prior to the day it be finished between 1300 and 1500."
• "Issue taken to dealer in May 2018, received numerous promises of repair and call backs but none materialised."
• "Body shop manager Tim refuse to take responsibility."
• "Poor communication and customer service here."
• "Their service supervisor is ignorant, fails to fix cars officiantly and safely."
• "Safety should always be a top priority, and it was alarming to see it disregarded in this manner."
• "This garage is totally unprofessional in the service department and have been for several years."

Communication

Pros:

• "Updates via text are a nice touch too."
• "Courtney on the service desk was absolutely brilliant to deal with from booking in, kept me updated and when the time came to collect."
• "Thanks Team, especially Layla who kept me up to date throughout."
• "I received a video from the technician showing me overall health on my car which was very useful."
• "Service man Matthew remembered me, great customer service and was only 7•30 am."
• "I was given excellent service and kept up to date throughout, sent a video detailing the mechanic's inspection of my vehicle."
• "The service I received was very good and kept informed prior to any additional work being completed."

Cons:

• "No communication or professionalism from the other two men with their eyes glued to the PC to say that someone will be with me shortly."
• "Have been trying to speak to someone but unable to get through on the phone. Have been waiting for 20 minutes listening to the same options over and over again with no one picking up."
• "Shocking service department, no communication between the mechanics, advisors, managers and myself."
• "Even after being promised last year they would sort out the parking, it is still a nightmare to find somewhere to park so this clearly has not been done."
• "Received abysmal service from Think Ford Farnborough. Lots of excuses and lies but no action."
• "I spent an hour on the phone, bouncing between various departments, with no success in getting the help I desperately needed."
• "Service rarely answer the phone."

Quality of Work

Pros:

• "Since new my car has been serviced and looked after under the expert care of Ford at Farnborough."
• "Car on inspection was immaculate and all actions promised were completed on time and with care."
• "It was quite an urgent task as 1 of the wheel nut did not match the rest of the wheels and I needed the tyre to be replaced, but this was all sorted quite quickly by Jack, very knowledgeable and professional in his work."
• "I would have thought, after paying for a service plan and missing 2 of my wash/vacs due to covid times that it would be a better quality for Ford but I have had my car cleaned better from independent garages etc..otherwise all good"
• "My car was also cleaned.. RESULT! Wouldn’t take my car elsewhere!"
• "Very much trusted with my Mustang."
• "I have always received a courteous and friendly reception plus quality workmanship."