Address: 161-169 Pier Rd, Gillingham, ME7 1AF, United Kingdom
Phone: +441634778457
Rating: 4.1
based on 216 reviews.
Customer Service
Pros:
"Although there were a couple of unforeseen problems, they dealt with them in a highly professional way."
"Emma from the showroom was fantastic!! She is so polite and not pushy."
"The sales rep Gary Morton was absolutely brilliant. He was helpful and kept me informed on the progress."
"Big thanks to Warren Hornigold at SMC Gillingham for all his efforts and updates."
"Had amazing service from Ben Norman helped me with all my question helped me choose a car I really wanted and got a great price too!!"
"Absolutely first class customer service from Joe Cochrane."
"Really helpful at the Gillingham branch, answered all of our questions and concerns would definitely go back there again."
Cons:
"Salesman was very helpful, although our appointment time wasn't kept, we had to wander around waiting because he was with someone else despite us being booked for 1030??"
"Sevice desk staff one in particular rude and incompetent, was advised car ready to collect, turned up to collect and I was given key and told the car was 'out there'."
"I enquired about a car... their valuation for my part exchange was appalling."
"It's a shame I have to give any stars."
"Do not buy a car from this place. I bought what I thought was a good car from, Warren I believe his name was. Two weeks later, the exhaust fell off on the M25!!!"
"We have a van in for repairs and it's took us 2 days to get hold of the service department the woman who answered finally is rude and don't care."
"Joe Cochrane - devoid of personality. Management need to dismiss this person."
Value for Money
Pros:
"Good price for a second hand new shape fiesta compared to other dealers with more mileage!"
"Warren looked at all the options and sorted out a good deal on a brand new Fiesta."
"The car was delivered just one day over 2 weeks from ordering it, which is amazing for a brand new car."
"Great service from everyone I spoke to."
"All staff were friendly, efficient, knowledgeable and helpful."
"No issues with the team, friendly and helpful. they called me and gave me information on my car that was with them for the day."
"Very pleased and will carry on using this car dealership for servicing and future purchases."
Cons:
"A huge gripe is that there are now £15 charges for previously complementary services because of COVID???"
"We discovered that the gap insurance offered was twice as much as that from others Ford dealers and we're still waiting for confirmation of cancellation and refund for the product."
"£126 for diagnostic of 5-8 minutes. Shame that the main dealers have to rip off customers."
"Shocking prices for servicing parts and terrible waiting times."
"Save money and support a local business. Overpriced and will worry you with problems that are probably not as serious as they make out."
"The car was not valeted very well."
"Thing is I was quoted 100% more for exactly the same job between 2 Ford Main Dealers."
Professionalism
Pros:
"The person I dealt with (Alex) was professional, knowledgeable and explained all that I needed to know."
"Excellent service from my recent visit to SMC Gillingham from the friendly and helpful service receptionists to my problem solving technician Ben many thanks for a first class and professional experience."
"Consistently great service, helpful and knowledgeable."
"Recently bought a new vehicle from this dealership and dealt with Chris P. Absolutely fantastic service from Chris himself and the rest of the team at Trust Ford Gillingham."
"The service manager Chris was very helpful and the technician came out and discussed my worries with the car so I had peace of mind."
"They explain everything before and after servicing your car."
"Chris has been fantastic from the minute he took on my complaint regarding warranty issue."
Cons:
"From the off the salesman seemed uninterested in selling us the car."
"Dear oh dear! What happened to great service? Arrangements made on the phone were ignored."
"I was told I needed to spend over £1000 on a catalytic converter just because the engine management light was on, without the car even having an emissions test."
"Stop the upsell. Be transparent on the costs. And build on what you are good at."
"Once in the dealership everything felt very rushed."
"exspensive and unreliable took an extra day to do the work on my van because they hadn't ordered the parts in even though they knew what the van required."
"Took my Mondeo for a service here several months back. Did the service just fine...... but queried the timing belt and quoted me £1600 for it!"
Communication
Pros:
"The only positive is the customer care team was really helpful."
"Great customer service. I was not expecting a video tour of my car explaining everything but this was enormously helpful and explanatory."
"From start to finish Dan has been extremely professional, friendly and helpful, he has kept us informed and been available for updates throughout."
"Joe was spot on with his communication and went out of his way to get everything sorted for us."
"We were dealt with by Ben who was very helpful, patient and kept us up-to-date every step of the way."
"Even after picking up our car he has answered any questions we have had since coming home, great customer service."
"Received an excellent professional service from Ben. Looked after my bro from start to finish and I fully recommend the dealership."
Cons:
"Rang ahead of time to book a test drive for 7 with full intention of driving a car away this evening. However, after confirming 7pm on the phone I find myself arriving at the Gillingham store at 6:45 to find it shut."
"Every time I chased them up I either had no answer or got told the car would be ready the following day."
"We have a van in for repairs and it's took us 2 days to get hold of the service department the woman who answered finally is rude and don't care."
"UPDATE: Contacted 'reviews' (see below response from them) twice and no reply. Contemptable charlatans."
"Left several messages for them to call back regarding sorting out the key after the purchase but no one called."
"I need car MOT and service. I made 10 phone calls. Nothing. I sent 2 emails. Nothing."
"Once you get through to service, staff are great, really pleasant and helpful. But what a nightmare getting through."