TrustFord Reviews 

If you have a Motability vehicle, I strongly recommend going elsewhere.

Extremely unacceptable service. My Motability car was booked in for 11am for its MOT and, for the THIRD time, to investigate a faulty USB charging port and incorrect speed mapping. I dropped it off at 10am and heard nothing all day. At 4:30pm, I had to call them, only to be told they were keeping my car overnight because they hadn’t even had time to look at it.

They failed to notify Motability, leaving me without the support I should have received. I had to pay for my children to get to school and, more seriously, missed an important hospital appointment.

This is a vehicle relied upon by disabled and vulnerable people. Their lack of communication and consideration is completely unacceptable. I feel they have taken advantage of the situation and shown a complete disregard for Motability customers.

If you are looking for a Motability dealership, I would seriously think twice before using this company.

I work in rental industry which involves hundreds of veihcles. Due to this, we are using several dealerships in the North West area (Manchester, Warrington, Bolton,Liverpool, St Helens etc). TrustFord Stockport is the only dealership that for us, provided excellent service, better than any other Ford dealership. Quick booking & quick repairs as well. Sometimes we've had to come back but is this not happening to any other dealership/garage ?
While I appreciate some not had the same experience, I am talking about 5-10 vehicles sent to TrustFord Stockport weekly which all have been repaired in a very decent time frame - In fact, we are travelling 20-30miles (from different branches - including Leeds) to Stockport because of their outstanding service. We have no connections with any of the staff so it's all based on our experience.
On another note, if business would do their research, they will find out about the CAVi support which helps businesses to cover some of their loses - In a nutshell, Ford is paying loss of use/ per day or supplying replacement vehicle whilst a vehicle is off the road if the repairs are covered under warranty. Something that not many dealers are offering.
Based on my experience , I cannot thank enough to Trust Ford Stockport Team for their constant help and support

TrustFord Stockport: a deeply disappointing failure of responsibility, accountability and customer care

My experience with TrustFord has left me profoundly disappointed, not simply because of the serious problems with a brand-new £41,000 Ford Transit Custom, but because of the way responsibility was repeatedly deferred when those problems required decisive action.

The vehicle began exhibiting faults from the earliest period of ownership and ultimately suffered a major failure while still less than six months old. What followed was months of disruption, unsuccessful repairs, continued faults, considerable business inconvenience and an extraordinary amount of time spent trying to persuade the various organisations involved simply to take ownership of the problem.

Throughout this process, TrustFord's position repeatedly appeared to focus on where responsibility could be redirected rather than on what could actually be done to resolve the situation. Because the vehicle was purchased for business use, the protections and dispute-resolution routes available to us are materially different from those ordinarily available to an individual consumer. My experience has left me deeply uncomfortable about the extent to which those limitations can leave a small business exposed while much larger organisations are able to retreat behind contractual relationships, organisational boundaries and procedure.

What I find most troubling, however, goes beyond law and policy.

There is a fundamental difference between asking, “What are we technically obliged to do?” and asking, “What is the right thing to do for the customer who has entrusted us with their money and their business?”

We are a small business. We purchased a brand-new commercial vehicle costing approximately £41,000 in reasonable expectation that it would provide dependable transport for our livelihood. When that vehicle repeatedly failed, what we needed was ownership, transparency, urgency and a genuine attempt to put matters right. Instead, the experience became one of bureaucracy, fragmentation and responsibility being passed between organisations.

Policies, contractual structures and corporate procedures may determine the boundaries of legal responsibility, but they should never become substitutes for integrity, professional accountability or basic humanity. Customers are not case numbers, warranty claims or inconvenient liabilities. They are the people whose money and continued custom allow large organisations to exist and prosper in the first place.

Perhaps the greatest disappointment is that, throughout an ordeal lasting many months, I saw remarkably little evidence of anyone stepping beyond the bureaucratic process and saying: this has gone far enough; this customer has been badly let down; let us take ownership and find a fair resolution.

That, to me, is the real measure of an organisation's values. Not the promises contained in corporate literature, but how it behaves when something has gone seriously wrong.

Based on my experience, TrustFord fell profoundly short of that standard.

The sales pitch is excellent, but once you've signed the paperwork and committed to your payments, the level of customer service drops dramatically.

From the day I drove away with what was supposed to be a brand-new vehicle, the problems started.

Here are just some of the issues I've experienced:

Wiring cables were chewed by rodents, resulting in a repair bill of £500. I was told this wasn't covered, despite reports that the cable insulation can attract rodents. ( Has peanut oil)

My V5 document posted to the incorrect address and I had to pay DVLA to get it sorted.

The windows shudder when lowering them in wet weather. Living in the UK, where it rains frequently, this has never been properly resolved.
The Stop/Start system failed and the engine management light came on. I was quoted £1,065.58 for repairs, including an overnight battery charge, AdBlue injector work and DPF sensors.
The stop / start function was resolved after much communication.

I was accused by staff and management of causing battery drain because I fitted a small LED strip light inside the vehicle, despite it being connected to the existing interior lighting circuit by a professional.
The reversing camera has never worked correctly.
I was even told by a Customer Experience Specialist that I had purchased a used vehicle and that an aftermarket reversing camera had been fitted—even though I purchased the vehicle as new and still have the email confirming what I was told.
The Bluetooth system regularly disconnects phone calls.

I also purchased a 3-year Ford service plan (2024) for £1,034.10, paid in full, thinking that i will get the best for my van which I need every day for work.

I used the first service in 2024 with them charging me extra for a fuel filter. However, when I tried to book my 2026 service, I was told that I didn't have a service plan.

I then had to spend hours chasing Ford, contacting EMaC (a third party service) myself.
I made numerous phone calls, sending emails and proving that I had actually paid for the plan. EMaC eventually confirmed that the funds were held by Ford, yet I was left doing all the work to resolve an issue that should never have happened.

This has been, without question, the worst after-sales customer service I have ever experienced. I have wasted countless hours trying to resolve problems that should have been dealt with by Ford.

Based on my personal experience, I would NOT purchase another vehicle from Ford.

If you're considering buying from them, do your research and make sure you understand exactly what level of after-sales support you can expect.

The staff are primed to get every penny from you and either resign or get sacked because they probably do not do not perform to the requests of the upper management to rob customers for faults on the vehicles even within warranty.
The person that sold me the vehicle and the person that sold me the service plan are not working for them

STAY AWAY FROM FORD.
TERRIBLE EXPEIREINCE

Following approximately £2,000 worth of maintenance work on my Ford Transit Custom at TrustFord Carlisle, my vehicle was returned with a significant greasy contaminant throughout the passenger footwell and beneath the floor mat that was not present when the vehicle was handed over.
The substance was oily in appearance, transferable to footwear, clothing and hands, and extended beneath the floor mat and under the passenger seat area. Naturally, this raised concerns regarding cleanliness, safety and the source of the contamination.
TrustFord advised that the substance originated from valeting products. However, no valet was requested, authorised or discussed at any point prior to collection. Furthermore, the remainder of the vehicle appeared untouched, with dust still present on the dashboard, sand remaining inside the vehicle and dirt and bird droppings still present externally, making the explanation difficult for me to reconcile with the vehicle's overall condition.
I requested Safety Data Sheets and repeatedly asked a straightforward question: whether the contamination could have originated from oil or another workshop-related substance associated with the work carried out on the vehicle. Despite numerous emails, I do not believe this question was ever directly answered.
The matter has now been ongoing for over a month. During that time I have had to repeatedly chase responses, request escalation routes and seek clarification regarding what happened to my vehicle. Unfortunately, I remain without what I consider to be a satisfactory explanation.
I have retained a substantial amount of photographic evidence documenting the contamination before and after TrustFord's attempts to clean the affected area. Residue remained present long after the vehicle was returned and even after remedial work had been undertaken.
My dissatisfaction is not solely with the contamination itself but also with the handling of the complaint and the failure to adequately address a number of reasonable questions.
This review reflects my personal experience with TrustFord Carlisle and the complaint remains unresolved

Absolutely disgusted with Ford. I purchased a brand new Ford Transit Custom 280 Limited just a few months ago with only 2,891 miles on the clock. Within months a rodent chewed through the rear matter sensor wiring underneath the van — a clear sign of poor vehicle design as critical wiring should be properly protected on a brand new commercial vehicle.

I took it to TrustFord North London where Ford confirmed the fault but refused to cover it under warranty, citing rodent damage as an exclusion. I was charged £185.00 just for the diagnostic, and then handed a further repair bill of £652.83 — a total of £837.82 on a van that is barely run in.

To make it worse, Ford told me there is NO guarantee the same issue won't happen again even after paying for the repairs. So I'm expected to pay nearly £900 with no lasting fix.

I have escalated this to Ford CEO Jim Farley, Ford UK Chair Lisa Brankin, and Ford UK Customer Relations — and received no satisfactory response. I am now pursuing this through the Motor Ombudsman and under Section 75 of the Consumer Credit Act.

A shocking way to treat a new Ford customer. Avoid if you expect a manufacturer to stand behind their product. ⭐

Don’t TRUST FORD. There’s a known problem with the timing chains on there engine, mine has snapped but unlike other manufacturers who use the same engine ford will not repair under good will because my vehicle is 7 years old even though it’s low mileage and has a full ford service history, Shocking customer service, STEER CLEAR

Unacceptable to have a low mileage November 2021 Ford vehicle off the road for what is likely to be at least 48 days. Issue not yet resolved. It will cost £180 for them to tell me it’s broken. A fact which after breakdown recovery taking several legs to get me home I am already aware.
Aberdeen Ford, although at the time of purchase were excellent(hence the two stars) made zero effort to attempt to help with current issue. Consequently, I have no vehicle until at least 10th July.

Brought a van from them and would never trust Ford. The staff are rude and all think they are better than you. Was lied to about delivery time. Was told it would be a week three weeks later and me chasing it I was finally able to collect. Brought many vehicles always a cash buyer these are the only ones who insist it’s payment by BACS told me they don’t do car payment but took a deposit by card. The communication was diabolical. Passed round three different sales people. Had to pay for fuel to drive away first and only garage I’ve ever known and that only got me 35 miles and wasn’t £25 as they charged me. Can was covered in birds poo on collection. Was left to look over the van without assistance on collection day. The inside of the van was dirty. Best bit and sums up what cowboys these are is that the wiper flew off within 4days and two journeys of having it now by law they liable to replace it when my partner went in a raised this she was told it’s ok because it was the wiper blade not the unit and it’s rubber. They are lucky I’m not suing them for liable because if that hit anyone or anything there would be no doubt an accident and a compensation claim. Worst dealership I’ve ever dealt with.

When I bought a new car at Trowbridge the service I received was excellent especially from tom

Very poor communication staff just don’t seem to be interested in customers
I waited for a good ten minutes at the reception desk and at least half a dozen staff walked by and totally ignored me
No attention to detail had to tell the person I initially dealt with that he had spelt my name wrong three times
I gave up trying to point out he had taken down my email address incorrectly
On calling to inquire when my vehicle would be ready I was rudely told not to call and inquire as it add to there call volumes and creates extra work for the staff (I only called once )
I just hope the mechanics pay more attention to detail than than the showroom staff

Such ongoing poor service, booked a van in on multiple occasions for general services at Trust Ford Dagenham and they never see the van on the day you book it in for .Generally a three day booking , they only seem to put in to the workshop when you hound them on the phone. Just stressful and damaging financially to me and my business. You never know when you may see your van again. Pathetic and unprofessional service.

Forget trying to get any response from Aberdeen dealership.
Got a letter from Ford Company Ltd, saying contact Ford dealership to get a PCM software update (safety recall) on 12/11/25. Been trying to phone and email dealership in Aberdeen since. They never pick up phone and am still waiting for response to emails. It is clear to see that Trust Ford don’t believe in customer safety so I have no idea why they expect you to TRUST FORD!

Ford Trust repair center Lisburn.
After 103 days finally I collected my car.
Also it was an extra 200 miles more on the meter.
Absolutely rubbish.
Highly not recommend.

GLASGOW BRANCH

Drove 600 miles round trip and £350 on ferries to take back for warranty diagnosis on an issue the salesman told me about when he delivered it (along with a missing tyre cap and no AdBlu yet it had passed a 100 point pre sale check). Was told to drop it at 9am. It’s 3pm now and they haven’t even looked at it yet. They’ll call me at 5.30 and tell me if they’ve managed to diagnose and that I must collect it within 15 minutes!!!.

They’re now saying (despite assurances to the contrary) that they’ll make no effort to actually fix the fault today. That means another three days away from home, another 600 mile round trip and anjther £350 in ferry fares to get the actual work done. It’s a rotten system and they just tell you what they think you want to hear to get the job. My car was delivered by the salesman who reported the fault - why was it delivered with a fault in the first place? They know exactly what’s wrong with it so why make an appointment to diagnose what they already know then make me come back to fix it. Bonkers. Don’t trust trust ford (my new favourite oxymoron)

Update: the promised phone call at 4pm didn’t happen. When I called I was made to feel like I was an inconvenience so I called the salesman and cancelled my quote on new vehicle instead - that seems to have got them listening.

Update: picked it up and they’ve not done everything I reported. The girl on the desk clearly ignored all I was saying. Too busy telling me what the don't do to listen. On the main fault I got the same reply as six months ago “it’ll sort itself out on the drive”. If it doesn’t I’ll be back here to update again.

My overall impression is that service staff mainly couldn’t give a toss. Have decided not to buy my next car from trust ford time to find a more trustworthy dealership.

Just bought a new Puma from trustford Castleford. Thanks to Brook for all his help .not just Brook everyone was friendly and helpful I would recommend trustford Castleford if you want to buy a new or used car

Trust ford Wimbledon not to keep you updated and let you know whats going on. After trying to get pricing from their service department for 2 weeks, i eventually was quoted £1500 but that changed on the morning i took the car in to £1916, so quite a difference. I was told the car would be ready next day "definitely". Made a long trip to wimbledon after confirming in the morning that it would be ready that afternoon only to sit around all day waiting for a return phone call (which never came) after following up 2x more i was told to be there by 5:30 if i hadnt heard from them by 5 (seriously?) i again asked if they could call by 4 to confirm with me rather than me making my way there if it wasnt going to be ready. Call never came. I phoned just after 4 to be told it wouldnt be ready today as they had to order a part which was only coming on monday. Nice of them to let me know .... made my way back home which took me 2.5 hours. After more repeated calls from me to get an update, monday to wednesday i only got my car back wednesday afternoon. Car hadnt even been cleaned. Well really... what was i expecting? I had to organise lifts to work and was seriously inconvenienced but the fact they couldnt deem it important enough to warrant a call back was really frustrating and annoying. It may be a little task but actually means a lot to the customer, so for that you only get 1 star!

Great service from Trust ford Castleford.

All team very friendly and helpful. Thank you to Paul Marsh for the help in buying my car

Avoid Trust Ford Edgware!
Worst experience ever — my car was unusable for almost 2 months. They replaced the EGR, it broke down right after collection, then replaced the thermostat housing. After collecting it again, it went straight into limp mode. Another garage later found the EGR was loose! They fixed it properly. Never going back to Trust Ford Edgware. Zero star.

I just want to replace a bulb!!

I have had Ford cars for years. Always dealer purchased & serviced. Originally Dagenham Motors, then the Rebranded Trust Ford.

Bulbs have become harder to get to, so I years ago I switched to getting the dealer to replace them. When I noticed a bulb gone I would pop to my nearby garage for the bulb & they would pop it in for me, often not even charging for labour. Biscuits were often accepted as a compromise.

Today I called Byfleet. They answered straight away at 09:00, but advised that I have to book this in as a repair with their central booking team. The online system is rubbish, even the staff admit that, so I didn’t use that. I phoned the central number. After just over an hour of repeated calls I got an answer. If I wanted to wait while the job was done this was a special booking. They couldn’t give me a price, but said that they would get Byfleet service to call me to tell me the price. Are you kidding me that’s where I started!!

I appreciate that the staff that I spoke to are just following the party line set by some number crunching numpty in head office. They were all polite, professional and courteous. Can we not go back to service departments providing customer service though? I love my Ford cars. I now have come to dread every service encounter. I will probably not buy a Ford again because of it. I cannot recommend Ford because of it. Find a company that still understands the concept of customer service is my advice.