Lookers - Ford Gateshead Avis 268

It was diabolical from start to finish. I was informed there was no hire car for me so could I just wait until the service was done. 2 hours I was told. I said as long as it only took 2 hours I could go to a family members as long as it didn't go over 2 hours. He promised it wouldn't. It actually took 7 hours and they did very little work on car. They sent a message to pick it up after it was valeted, when I picked it up it hadn't even been valeted I called fuming saying I had told them I couldn't go over 2 hours I wad at z family members home 7 hours was a disgrace me znd my husband are disabled so rely on the xar for everything fuming and outraged is zn understatement. The facilities at service centre was also a disgrace, nowhere to wait as they were working from a portacabin, on my arrival there were no steps to get in. The showroom was an out of bounds building site, the car park full of trades vehicles and poor signage to temp buildings. Not a good experience at all.

Arrived on time to discover that I was not properly in the system and my last name was entered wrong. This was sorted by a knowledgable member of staff. I had noted in the pre-phone call that the boot release had a problem. But this was not recorded. So more paperwork required. I booked a loan car and this needed a photocopy of my Licience. This could not be done in this office, so the Licience had to be taken to another office across the car park. Then when we finally got to the replacement car it was blocked in. The whole experience took over 40 minutes. Every text and contact after that was with the wrong recorded name.
On my return when collecting my key, a piece of the key ring was missing and could not be found. While the staff I dealt with were efficient and friendly enough. The overall experience seemed mismanaged, and on top of that the location was chaotic.

Dropped my car off at 9:15 in the morning, it was booked in for a service at 9:30, waited all day, no phone call or any feedback, Called the garage at 16:00 to enquire about when it would be ready, no answer, called a further 3 times, no answer's, finally got through, asked about when my car would, was then told it had not been started and was un likely to be started that day, This was a Friday, they said they Might be able to get it done on the Saturday but could not guarantee and it may run into Monday, I needed my car to go to work down in Ipswich the on the Sunday night, No explanation was given as to why my car had not been serviced on the given time and date it was booked in, Shocking. I told them to forget it and when to collect the car,. needless to say I will not be using Lookers again.

I dropped my car off for service and MOT at the newly moved Kia site, check in online very simple and good explanation where to park. Easy to navigate site using signposting. Asked if I had a time I needed car back (I didn’t) and phone call when ready. Went back to collect, very friendly and professional service. Prior to the day I was told the cost and this was also confirmed again when I dropped my car off. Once paid and paperwork provided I was walked to my car 😃.

Did it fast, did it friendly!

Friendly welcome. Very organised despite major refurbishment taking place. Major service done in good time.

Staff were courteous and went out of their way to make sure you were happy.
They gave updates about how the service was going.
Cannot fault them.

Could not be bothered took ages then the battery on the car was flat, i just live round the corner so got it home, but flat in the morning, hey did not check it either, very very expensive. Would not recommend i have used you for two years so would not do so again.

The welcome by the staff who have everything organised on the day, especially Ellie who always goes above and beyond to make sure all is in hand, which it always is and her communication skills are execellent 10 out of 10.

Booking a service was easy via Ford Pass App. My request to not have the car washed was adhered to and the service was carried out quickly and smoothly.

I was kept informed electronically through every step of the service and my car was treated well. Staff were polite and helpful.

I liked the idea of them sending me a video of under the car, wheels brakes etc. However couldn't understand a word he was saying because of the background noise and music and obviously he was a mechanic not a film maker , he used gadgets to show tyres depth (I think) but again so fast and noisy . They did also email me a breakdown, like that it was red Amber green, easy to understand

very impressed with the service from start to Finish, staff very nice and help full, given you updates as the vehicle is getting serviced

Very friendly service. Kept updated about what work was required. Reasonable price.

The service staff, especially Ellie, made the procedure easier.

Absolutely not recommended. The test drive vehicle and the final vehicle delivered were noticeably different. The clutch on the delivered vehicle produced significant noise, yet the salesperson deceitfully claimed it was the sound of his leather shoes. The vehicle has hidden issues; be sure to inspect whether the paintwork has been resprayed. After several months, rust began forming beneath the paintwork, yet they refused to acknowledge it as their responsibility. In truth, you'd find it almost impossible to gather evidence to lodge a complaint.

Prompt friendly service kept updated via video throughout the day .

Booked service originally on Kia app, then it was cancelled via email and arranged for the following week. I booked this garage after receiving an email telling us this was the Newcastle site moving and it was wonderful. I was travelling from Morpeth so I made sure I arranged wait while service completed. On arrival carpark was jam packed. Big fancy sales room with 1 tiny sofa already full with customers. Service department was in portacabin and when I checked in I was told I couldn’t wait. Despite being a number of empty desks and chairs. I was told the car would be ready around 12pm but would get updates . I could go for a walk, metro Center? After eventually registering my displeasure I was offered a desk chair for in sales room. I’d had enough by then. I walked 30 mins to get the nearest coffee and an hour earlier than told car was ready and then walked 30 mins back. No attempt at any point in my communication with them was I informed I couldn’t wait. Will never use this garage again.

Booked in for a Service & MOT through the Lookers site. Car was serviced but the MOT was not done, this may have been due to a mistake from the central lookers site to the branch at Gateshead. When picking up the vehicle was told there was an issue with the printer so would be sent an invoice & receipt, this is still to be sent. I did have to ask for a stamp for the service but they had no stamp, they did sign the book though after asking. Was told no advisory's on the car so assumed it had it's MOT. I am partly to blame, I should have checked to confirm there and then in the office but usually when booking in at an official garage for a service & MOT I don't ask at the end if they actually did the MOT.

Overall, disappointed - not the high standards that I was expecting. On the positive side, my car was serviced and MOT-ed well, and the portakabin staff team were friendly. However, one of the 'red' items on the MOT list that I agreed to have fixed didn't get fixed, leaving me needing to take another garage trip. And then, despite being promised a call-back when I rang to enquire what had happened, I've had no response. I think I'll go elsewhere in future.

Fantastic service! My car was in safe hands.