Motability Scheme at Allen Ford Bath

I made an appt. for my S-max for the 19th of December. As I am in a wheelchair and the vehicle is a Motability vehicle I requested that my vehicle should be collected and dropped off. I was told this service was no longer available. A few weeks later I checked and saw that their website claimed collection was available so I sent an email asking to clarify the situation and to see how they could accommodate me. A reply email said they would forward my email to the Bath branch, however after 7 to 10 days I had not heard from them, so I took my partner to the dealership, and she went in to ask what they could do. She was told that I should phone on arrival and I could drive my vehicle into the workshop and wait in my wheelchair in reception. We obtained the relevant phone number from their central reception. Luckily I phoned the day before to just check, it transpires the phone number I had been given was for the Southampton branch and it took several phone calls to get through to the service desk in Bath. They told me I could not drive my car into the workshop, but to park in front of their Kia showroom. On arrival the entrance to the Kia showroom parking was blocked, but after a bit of toing and froing by myself and some other vehicles I managed to get parked, although I had to go back to the main road in my wheelchair and negotiate broken pavements and tightly parked cars to get from my car to the service desk. It took me about 30mins from arrival to get to the service desk. Luckily I had arrived very early. The car was to have a 4 year service and MOT. I was told to help myself to coffee from the machine as long as it was black as they did not have milk. After a couple of hours I was told the service was complete and that they would do the MOT. Whilst waiting for the MOT the lady from behind the service desk arrived with milk, but took it away after making herself a coffee. A while later the other service desk person arrived with the MOT and showed me the advisory, which was the rear brake pads. I was told to bring it in next month, January, to have them replaced. I asked why it had not been done with the service, and was told that it was too big a job. I always thought that doing the brakes was part of the service. I later wrote an email to the dealership to complain, and later the same day someone from the dealership phoned me to explain why the pads had not been changed, although he seemed a bit confused as to whether the pads had worn by 5mm or had 5mm left on them. I had not been given a copy of the health check or notes of the service so I have no idea what they actually measured, nor when they will in fact they will need to be changed. As I write the service details have not been entered into the ford app, and Motability have just sent me a letter telling me that the 4 year service is overdue. I other words the service record has not been entered into the system. I wrote an email to Allen Ford about 7 to 10 days ago telling them of this, a reply email was sent telling me that my email will be passed on, but I have heard nothing since. I don't know if they staff are incompetent, or just don't care, or lie to get through the day, but I feel completely let down by them and can no longer trust them. I have owned Ford cars for 33 years now, the last three being Motability Ford S-max, and am due a new car at the turn of the year, however after the experience with Allen Ford I think I will be leasing a car other than Ford.

Thank you,

Phil Martin

Quick

Tim Reay at Allen Ford in Bath was amazing. So efficient, friendly and knowledgeable.

Our experience of the Motability Scheme at Allen Ford Bath was perfect. Our sales executive, Jon Hemmings made the process really easy and stress free for us, he answered all our many questions, he kept us updated on delivery and he checked in on us after a few days to make sure everything was ok. The flowers were a really lovely touch. The scheme itself has been really straightforward, from choosing the car, all the way through to pick. We are grateful to Motability and Jon as it’s one less thing we need to worry about.

Very professional and good knowledge

Our dealership manager (Jon Hemmings) was excellent. He was friendly, knowledgable and supported us in settling on the most suitable vehicle for us. His help made the experience very straightforward

Fantastic service

Tim at Bath was very helpful and polite and helped me on my way

Tim was very kind

Great sales person Tim help out alot

Excellent and helpful staff

Tim was very friendly and helpful

The staff are very friendly and helpful all I had to do I chose my car and sign

Tom was amazing. Friendly knowledgeable and patient with our questions.

The staff were very helpful and they do all the forms all you have to do is pick car and sign

Absolutely Superb customer service 5 star service....

I am a carer for my Son and have problems understanding paperwork and things myself everything was made very clear and Jon was very helpful

Jon explaned everything and helped us about the mobility scheme I would highly recommend Jon and Allan ford

John was lovely as usual he’s very patient all good .
Mr Mrs Mumford

Great service