Thinkford Reviews 51

Farnborough Ford garage: Needed a new exhaust for our Smax, took more than 3 weeks so without a car! No warning in advance, no courtesy car initiated and our request was scoffed at ("oh that needs to be done months ahead of time"). No sympathy, no service, no solution. While the car was at the garage, I asked them to see if the roof blind could be looked at/fixed. They asked £70 to investigate. They had a look, made it worse (previously it was closed and the motor still worked, now the blind was permanently open and the motor had stopped working. Nevertheless, we were charged (albeit £35 instead of the £70 but still quite bold). I stated I wasn't happy and asked for the complaint procedure ( re both exhaust and blind) and was given a central FORD ( UKCRC1) email. They asked 20+ tedious questions which were duly answered. They said our case would be elevated to a specialist... After a wait of several weeks they explained Ford has franchises and we had to complain to Farnborough directly (why not state that at the beginning?). SO NOT impressed.
At the moment we have a problem with one of the side mirrors. Having learned our lesson, we went to our local (trusted!) garage which orders directly from Ford. 3 times we were sent the wrong mirror by Ford. It turns out there are 14 FORD mirrors for our car which may or may not fit. What on earth is happening; local Ford garage fails to deliver, the Parts department fails to deliver, the complains departments fails to deliver....I don't think our next car will be a Ford.

Where do I begin, booked van in. Took day off work as you do. They didn't look at the van until 3.30 then didn't have parts. Said it was going to have to stayin untill Monday which would have been 4 days to replace a water pump which should have taken 3 hours if that.
Prior to the appointment they asked for a video so they could diagnose and ensure parts were on site. They hadnt even looked at the video by the time i arrived.
When you book a van into this garage they can't guarantee they will actually look at it, as they seem to book in more than they can deal with. They are a ford dealer but don't stock parts. Which I don't off course.

The customer service is like it or lump it.
They are not true to there warranty.

Disorganised.

My review is strongly negative
To begin with, I’d like to point out that I’m a long-time Ford user – this is my fifth Mondeo, a 2019 ST-Line model. All my previous cars of this make were trouble-free, regularly serviced and exceptionally well maintained. Even this current vehicle, although one of the services in 2024 was carried out privately (unfortunately without documentation), has been used strictly in line with manufacturer recommendations – just take a look underneath the car and you’ll see brand-new filters.

When purchasing this car as a 2-year-old vehicle from an authorised Ford dealership, I also opted for an extended warranty – heavily recommended by the salesman. In hindsight, this was a completely misguided decision, as the warranty turned out to be utterly useless – virtually no fault was actually covered.

What’s more, I never had access to a courtesy car – I was told “they’re all booked out,” which of course led to additional costs for me.

The problems started after a year of ownership: oil leak, diagnosis – “front cover” needed replacing. Despite having the extended warranty, I had to cover the cost of the repair myself, because – as I was told – oil isn’t covered by the warranty. Shortly after the repair, the issue returned – another oil leak. This time the service centre claimed it was due to the “oil switch”, which also wasn’t covered. I paid again. However, only four days later, the oil began leaking even more than before – you decide whether that’s truly just a “coincidence”.

The vehicle went back to the garage. It remained there for over a week, and the “front cover” was replaced three times, as each attempt ended in yet another leak. Eventually, I was told the issue had been resolved.

Sadly, on 22nd January, I noticed yet another leak. The mechanic claimed it was just “residue from a previous repair” and simply cleaned it – despite the fact I had already paid for the cleaning before. So why was the oil still there?

On 23rd February, the car suddenly stalled on the motorway Two weeks later, I was informed that the engine had seized and needed to be replaced, along with the turbocharger and DPF – estimated repair cost: £13,000.

Ford concluded the engine failure was “my fault”, due to a missed service in 2024. However, they ignored the fact that a private service had been carried out in May, and that during the “front cover” replacement in November, the service team assured me that the oil had also been changed. So how exactly was there “old” oil in the engine?

When collecting the vehicle:

I noticed scuff marks on the right-hand side of the bodywork and scratches around the bonnet area – likely caused by a mechanic’s clothing (e.g. a jacket zip).

I’ve been waiting a week for the CCTV footage to be reviewed, but I’m fully expecting the usual response: “recordings are only kept for a month.”

The car was returned to me incomplete – loose engine parts were left on the front passenger seat.

I also found a note inside reading “do not start – no oil”, and yet the service team still started the engine to load it onto the recovery vehicle.

The report stated that metal and non-metal particles were found in the oil pump. Could these have come from an incorrectly fitted “front cover”? Let me remind you – it was replaced three times. Were the components improperly cleaned? Or was the timing belt damaged during fitting? If so, was it pinched, incorrectly installed, or were inappropriate tools used?

As a customer, I feel completely disregarded. The vehicle was repeatedly and ineffectively repaired, returned with visible damage, incomplete, and the service centre’s diagnoses and overall conduct are, in my view, entirely

Car went in from break down 21st november 2024 could not fit it in to look at till 3rd dec 2024 to be told the warrenty people need to look at it. They came on the 6th December and said for them to go ahead. Ford people couldn't fit it in to do the work on car till 30th December 2024. Today when i rang up that they said that they need another part and it won't be done till the 1st week of January 2025. But they didn't ring me up to tell me that it needs another part. I am a carer and they couldn't give me a hire car to use. My engine oil presser was low on my car. And needed new parts. And this is on a 69 plate.
The garge is Farnbrough ford

Left our car with them for a week to sort an issue with a sensor. They claimed to have taken it out on the road, but couldn’t replicate the fault. Picked the car up and it immediately went into limp mode! We ended up buying our own OBD scanner to get the fault code. Called up Think Ford to book the car in to get it fixed….now that WE diagnosed the issue. We were told that someone would call us back in 30 minutes….7 days later we still haven’t heard a peep. Oh and don’t use their online booking system to book your car in as that is not a “confirmed” appointment! Think Ford keep thinking…you haven’t hit the mark yet!

Just a note as I notice some people are still leaving reviews here.
Think Ford are now Trading Under the Group 1 Automotive brand.
Here in Basingstoke its still the same people in the same location giving the same awful customer service just under a different name. Hence the 1 star rating (I wish I could give 0 rating).

For Trustpilot reviews search for Group1auto.

Even their 96% customer relations rating on their website is from a company called “JudgeService” which is a “Customer Relations” service employed by the company and therefore biased to the company!

I had a problem with my Ford Puma, which turned out to be my lack of understanding with a feature on the steering wheel. I contacted the person I bought the car from at Ford Farnborough and he was really helpful. Nothing was too much trouble. Thank you so much Simon

Avoid at all costs. Took my 2020 ford Transit for an MOT to Ford Newbury, they broke the perfectly working bonnet catch then charged me nearly £600 to rebuild it.
When l inspected it they had only renewed the cables but of course denied everything. Absolute con men!

What a shambles. Entered into a finance contract to buy a fiesta. Ford Basingstoke salesman Steve Bartlett arranged an appointment for us to view the car. Drove from Bicester (1 hour 20 mins drive) Arrived to our booked appointment on the Sunday to find the car locked shut in the workshop with no keys available to unlock it. No test drive, no way to view the inside. Plus, the car was in awful condition. Paint damage on the front bumper, 1 curbed alloys, 2 front tyres were not legal (under 1.6mm tread).

What a needless waste of everyone's time. We walked away.

Hugely unprofessional. Embarrassing. Avoid.

Had an MOT done at ThinkFord Guildford. Service was good, and the work was completed successfully. However the advisories were quoted at unbelievable prices, and any inspection into a problem is automatically charged at £119. This is not a successful way of getting people to have the work done by Ford. Almost any other garage is almost half the price. I would prefer the work done by Ford.

I'd recommend Group 1 Ford Basingstoke because ford cars are generally quite good. However I would advise my friends and family to see previous V5C themselves before buying any car from ThinkFord Basingstoke just to check how many previous keepers have been there for the vehicle because I was given wrong information that the car has had just one owner since it's date if registration whereas I later i.e. after buying the car when looked at the final invoice, found out that car has had two owners since it's registration. And then a week later my V5C arrived via post in which I found my name was incorrectly printed due to a typo done by sales person at ThinkFord Basingstoke. So had to fill-in appropriate section and write a letter and had to make another trip to dealership to handover both V5C and letter for them to post it to DVLA. Now again waiting for V5C.
Felt a bit let down to be honest as you don't expect such mistakes from sales person.
After all this, I hope the car just runs fine atleast!

Took my Transit van in, the turbo completely gone! The professionalism in getting a technician to assess the problem with my Transit van, straight away. The quality of the work and the speed to get my Transit Van back on the road again. 24 hours turnaround. Was completely outstanding. So quick. Ten out 10.
From SJ .

1st mistake - did not read reviews on Trustpilot. 2nd mistake took my van to Ford Farnborough. £500 down - ''repair'' lasted less than 48 hours and I ended up stranded on a job. Brough it back - 'its a new fault and it may take another 4 hrs x £100 per hour + VAT to see if we can fix''. I cut my losses and ran. Its not an option open to everyone but try try and try again to see if you can get a recommendation for a local mechanic.

Terrible service. Had my car for weeks. No courtesy car. Got my car back with still the same problem.
Never buy another Ford

I bought a Ford Fiesta Titanium Turbo, I was told that the car had been through there 160 point check.
I have asked for a copy of the “point” check as the car came to me with only 4mm on the front brake pads (as the MOT states)
I don’t think any garage would send a car out needing the brakes done.
It also had not been cleaned properly inside or out.
I am very disappointed with the overall service I have received.
I did phone and spoke to the manager (I was told he was the manager) and told he would get back to me when Ahsan Rab was back after his Week long course.
This was about three weeks ago.
Very very disappointed, guess I won’t be going back to Fords Guilford to get my next car !

I had been searching many places for cars over many weeks as I am very fussy person. I had a ford in my list of maybes but I finally went to one of their garages. Out of all the garages I went to they had the most collection of cars in my price range that I can look at. Harj Aujla sold my car to me. He wasn't pushy and he made sure I was happy with the car before I even went in the building. I would defiantly recommend buying from ford Guildford.

Went to Thinkford dealers in Basingstoke. Found a great car, part exchanged, plus finance. Efficient service and great cars, would recommend

Had my engine management lights showing and was advised by another car dealer not to send to thinkford at Basingstoke. As several people with the same problem have been ripped off by them. And what did I do? Sent my ford S Max to them. Charged over £2000 pounds and still couldn’t fix the problem. Sent the car back twice and only been told it’s the oil and oil filter needs changing and should pay another £209. Why was this not known from the onset by thinkford? And I’m been told I have 2 years guarantee after the repairs. Never ever will I be back after the 2 years warranty.

Took my B-Max in for a service and MOT. It failed the MOT because one of the rear tyres had a bulge on the inside.They quoted me £185 for a Goodyear tyre which Ford have an RRP of £100, all inclusive, on their website, and Kwikfit sell for £111. They wouldn't let me take the car away as they said it was dangerous and didn't have a tyre in stock so I had to leave it and get a taxi to Guildford and come back the next day. Other garages I go to provide a free ride into the town. So they sell a tyre for £185, which Ford recommend should be £100. I don't mind paying a little extra but 85% dearer! Won't be going back there.

I have been using Ford at Farnborough for a few years with my 66 plate EcoSport. When it had its service/MOT in January this year I was told it needed 2 new rear tyres and I went ahead with the suggested ones in the price range I gave. 2 weeks later I started getting Low Air Pressure warnings and traced it to one of the new tyres that they had fitted. I arranged a While you Wait appointment with them 23 February and after 1 1/2 hour wait I was initially told there was nothing wrong, so I explained again what had been happening. The guy went away and came back telling me they had put foam around the valve and it was bubbling - and the cause was the alloy corroding and pushing in to where the valve was. I was quoted over £400 for a new alloy and I said I needed to think about it. I rang some refurb companies and they suggested getting a tyre specialist to check the valve before going ahead with an alloy refurb so I rang National Tyres in Farnborough, who straight away said it sounds like a faulty valve. I took the car to them and they confirmed it was at a cost of £16.50 for the new valve. Much better than over £400 for an alloy that was not needed! I contacted the service manager at Ford Farnborough and explained on the phone what had happened, and that I was very concerned with the information that I had been given. I asked if the £16.50 would be refunded to me and I was told as they did not do the repair they would not refund me. I pointed out that they had every opportunity to fit a new valve, but they didn't diagnose it and told me I needed a new alloy. They are now offering me a voucher of £16.50 as a 'gesture of goodwill' - but this means I need to spend more money with them - and I have already paid for the valve when I paid for the tyre. Very disappointed with their attitude, and for £16.50 they have lost a client and gained a bad review.