Gates Automotive - Ford Stevenage Reviews 168

I was booked in to have my stereo removed to obtain the pin number to enable it to be reset, & at a cost of £30. After a technician looked at my vehicle, I was told I was unable to have this done simply, as due to the fact it had a sat nav, the whole console would need to be removed, at a cost of an hour's labour of £162, & the technician explained once they had the serial numbers required they would need to contact Ford for the pin number. I did not rebook my vehicle, but called later to ask 'if' I did undertake the work, how long would it take them to get the pin number from Ford, & the receptionist said they did not know, & for me to call them myself to ask them! I therefore called Ford, & I was told this was not something they could not do? Therefore, after being given the runaround, I called back to speak to the service department to explain this, & after yet "again" explaining the situation, the telephone call was cut off!! I called back for the 3rd time, & asked to speak to the Service Manager, as I was now extremely frustrated in getting absolutely nowhere! I eventually was put through to him, & he did not introduce himself, & I had to ask if he was the Service Manager, & his name. I again had to explain the whole scenario, & was told that he would have to fill out a form with several serial numbers from the radio, & this would then have to be sent to Germany to obtain the pin number, & did not know how long that would take. He told me this could not be done until his return on Thursday 9th April, & I asked him if a team member of the service department could not fill out the form in his absence, if I did decide to have the work undertaken? I was told it was not that straightforward, & was he was not helpful in whether he could get it done sooner for me. I found his attitude to be extremely condescending towards me, & quite rude! He then called me "darling", which I find quite astonishing, & is this the calibre of the "Service Manager" at a flagship dealership?! I have previously worked in the motor industry for many years, & he certainly did not come across as a professional 'Service Manager'. All in all, I found the whole situation very stressful, & I was passed from "pillar to post", & found the whole process extremely unprofessional, & I will certainly not be recommending this dealership.

I picked up my new car today. Macy has given me fantastic service this week. She is knowledgeable, professional and I didn’t feel under pressure from her. The whole process only took a week, from thinking about what I wanted and could afford to picking up my new car. Macy responded quickly to any questions I had. I can’t recommend her enough. Well done, one very happy customer.

I used my brand-new car for less than four months, and it has now been at the service centre for approximately two and a half months with no clear outcome. What is most concerning is that no one is offering a solution.
I formally rejected the vehicle one and a half months ago and am still waiting for any response. Is it acceptable for customers to be left in this situation without any ownership or support?

Dear Sir / Madam,
At the end of June, I purchased a brand-new, fully electric Ford Explorer. Both my family and I were very pleased with the vehicle at first and were enjoying it greatly.

However, in mid-October, several important functions of the car stopped working, including the lane assist system, navigation, and the onboard computer. I initially waited for a couple of days, thinking it might be resolved through a software update, but when the problem continued, I booked an appointment with Stevenage Ford Service, which is the closest service centre to my workplace. I left my car with them on 23 October 2025.

I expected to collect the car around 3 p.m. that day, so I travelled accordingly. When I called the service centre to inform them I was on my way, I was told that the car was not ready. This information could have been communicated to me earlier in the day. As a result, I had to return home by Uber, which cost approximately £35. The following day, when I called again to say I was coming to collect the car, I was told once more that it was not ready. I also questioned why I had not been kept informed and why a courtesy car had not been provided, as the service experience was clearly problematic.

On Friday evening, I was contacted by Ford Rent and informed that I could receive a courtesy car. I accepted this and was advised to take a petrol vehicle for two days. I was also told that it would be safer to rent the car until 31 October in case the repair took longer, which we agreed to.

As of today, 5 January 2026, my vehicle has been at the service centre for over two and a half months. During this time, I have received no updates or communication. After several weeks, I repeatedly contacted the service centre but was only told that the issue was “under investigation,” with no further details provided. I then contacted the Colchester branch where I purchased the vehicle, but they stated that they were not responsible.

I explained to them that I would either accept a replacement vehicle or request a full refund, as I am unable to use the car I paid for. After approximately one and a half months, I was told that I needed to resolve the matter through Ford Credit and that I could reject the vehicle. I spent hours contacting various departments, but I was constantly redirected from one place to another. I have never experienced such a lack of ownership and responsibility.

I proceeded with rejecting the vehicle, yet I have still received no response. Despite not being able to use my car, my monthly payments were deducted in November, December, and again on 2 January. I am also incurring significant additional costs because the courtesy vehicle is petrol-powered. I have clearly expressed that I am suffering serious financial loss, yet I have still not received any assistance or communication from the service centre.

Both financially and emotionally, this situation has caused me severe distress. While living in Turkey, I previously purchased a brand-new Ford Focus and never experienced any issues. I cannot understand or accept this level of neglect and poor customer service.

If this matter is not resolved urgently, I will escalate it further and share my experience widely. I formally request an immediate refund of all payments I have made, including my monthly payments and the petrol costs I have incurred over the past three months. Once all processes are completed, I also ask that the rental vehicle be collected immediately.

I have never felt this helpless as a customer. This situation is unacceptable, and I urgently ask you to resolve this matter and help me out of this ongoing chaos as soon as possible.

Kind regards,

Ali Ozturk

00447878445757

Just had a van services YR71 1HZF 22,OOO miles not a lot at all £488.00p that was bit high but ok but when I ask listen to the sound of the engine I was told that would be extra cost.
I would have through serving a car / a van is part of checking the engine is ok , however it seems not to be with this lot

Went and saw John Moran and purchased a 22 reg St line x Kuga. John was brilliant has always car was presented in a beautiful condition. John made sure there was plenty of fuel and the battery in the key fobs where changed. The Kuga is a hybrid and is brilliant. John is my go to man every time at Gates.

Hi this is my third time in Gates in Stevenage is worse in service and there staff is rude as well if they are still in fault. As I take my van need to replace cam they order wrong parts they waste my time three time until now and still not fixed .

Collin’s was the person who helped me purchase my BYD he gave me a very good deal. If you’re interested in purchasing a car I would highly recommend Collin’s and Gates of Stevenage.

Had amazing service from gates Stevenage from Collins sales rep who dealt with our purchase of our fourth car from them this time a Ford puma st line x 23 plate , Collins dealt with the whole process and made everything straightforward from the car itself to doing all necessary paperwork and everything was smooth thank you to collins okoli

Just purchased a 69 plate focus active x 1.5 A lovely car with all the bells and whistles Collins the salesman was brilliant helped us with getting the best price for our trade in. Hand over was straight forward Collins is a credit to Gates at Stevenage

DO NOT TRUST THEM, WILL RIP YOU OFF!!!


I purchased my 2019 Ford focus ST line in October 2023 for just under £18,000 with 17.300miles from Stevenage Fords-Gates. It was a fairly new car that had just been serviced and tbh Matt couldn’t have been more helpful getting everything in order for me to take the car. The only thing I didn’t get was the service history that I had asked for several times and was told it will be sent to me.

I recently returned to Stevenage Ford-Gates for a service and MOT
and remembered that I never did receive the service history. I asked if they could get it to add to my paperwork.
While waiting, I showed interest in a Jeep they had on the forecourt and took it out for a test drive (Big mistake).
When we got back I asked how much I would get trade in for my focus which had 25.800miles on the clock. He said about £11k maybe £11.500 max and I said yes and then put it out for £13/14k and he looked me straight in the eye and said YES…….most probably.
I told him I would have a think only because I have problems with my back and the jeep was easier for me to get in and out of.
A couple of hours later we received a call saying that the car had passed the MOT but had a few advisories. Some amber and one red.
All the parts were in stock and do i want them to go ahead.
Apparently…………
I needed new back Brakes and discs £321.84
Three new tyres @ £119.34 each and an engine bay loom and VCTs oil contamination £1040.30 which would cost me in total £1,720.16.
Also the history had been sent through via email.
It was a ex mobility car that had had a new clutch fitted at 11.595 miles and front brakes at 13,000 miles.
If I had known this, I would never of touched the car.

We went back to speak to someone about the amount of work needed and why the history was never sent over.
We spoke to the sales manager a guy named Duncan Peacham. He had zero customer service - he had no willingness to help us or offer any support with fixing the car. He’s precise words were “what do you want us to do about it” my partner said maybe help with some of the repairs and he said and I quote “ well that ain’t gonna happen”.
We went on to speak to the operations director Ben Lucas following the rude encounter and although politer, he was still unwilling to help.
I’ve always had a Ford, my first car was a Ford Cortina and I traded in my Ford Mondeo TDCI which I had from 2007 for the Focus but I can honestly say I’ve never felt more humiliated than I did walking out of that showroom.

Since then I’ve taken my car in for a second opinion to another garage and he found no oil leak, he said the engine was pristine both above and below, Brake pads were just under half worn, nothing wrong with the disc and all I needed was two back tyres.

These large corporate car garages just want to exploit you for every penny you have. I know we all have to make a living but to rip off loyal customers and blatantly sit there and tell you to your face they are going to do it is outrageous. Maybe we expect that from a little back street car sales but I really didn’t expect that from Fords.
I tried Fords complaint line and was told all I can do is take out a private action against Ford Stevenage……

Funny how a response comes through within a couple of hours saying it’s been handed over the appropriate manage (like they care )
STILL not heard a thing!!

Needed a car in 24 hours, John got it sorted and included free delivery, excellent service and would recommend.

First time using Gates for my MOT and I'm extremely happy! From beginning to end it has been a simple and smooth process. When dropping off my car I enquired if I could have a courtesy car as needed to urgently get some bits done today. Very helpful lady called Lou instead got my car straight in for it's MOT while I waited. Lou kept me updated throughout and even walked me back to my car when it was finished. The whole process was seamless and I got to enjoy a few complimentary hot drinks while I waited!
Huge thank you to Lou for all her help, and the guys behind the scenes for getting my car tested efficiently.

I've been bringing my Ford Grand C-max for almost 10 years now for service and MOT at Ford Gates Stevenage. Last year, the timing belt and water pump was changed and I was advised to have the air conditioning checked / decontamination even though it's still working fine. I paid almost £2000 for all that jobs. This year I had the car serviced again and they found that the TCM gasket was leaking which cost around £500 to fix. I agreed to have it fixed. When I got my car at home and I was reviewing what was done, I realised that the leak could be cause by the changing of the timing belt. there's no leak all these years only after they changed the timing belt. And I could have not paid the price for it to be fixed.
The aircon on the other hand, I noticed last summer that it was not blowing cold air. I rang Gates to have it check and they say that there could be leak and I paid £149 for it to be service and tested for leak. It gives cool air for a few weeks only. I had it checked again this year and they found that the condenser was damaged and needs replacing (£828). could the condenser be damaged during the checking?
After the service, the following day someone rang me to asked about my experience with the service I received. I answer ok but the lady noticed that I'm not the happy with the service I receive. I told her what I think about what happened, that it could be a fault in the way the gasket was placed after the timing belt changed that's why there's a leak. She said she'll relay the message to the service manager / customer manager and they will contact me. But it's been a week and no one has contacted me.
I thought being with this dealer for almost 10 years, I would be treated as a valued customer. just a bit disappointed with the treatment I received.

Bought a Ford mustang GT in July 2024 at Gates of Stevenage cost of car 26k on leaving the dealership everything seemed ok then air conditioning compressor failed then engine management light came on..this was all reported on day of purchase I couldn’t take it back to the dealer as was on route to Scotland I took the car in to trust Ford Aberdeen were they found the car needed a new catalytic converter and air conditioning compressor repair costs over £4000 Ford warranty are not honouring the claim because they said GATES sold the car with known faults the car as been at trust Ford Aberdeen for over a month no progress Gates of Stevenage said they will repair the car if I take it back to Stevenage from Aberdeenshire at my expense all so the car was sold with just 3.2 3.4 of tread on the back tyres I cannot recommend GATES main Ford dealer as they really sold me a lemon and have done everything in there power to avoid repairing the car they sold me

Paul Arkell @ Gates.

I Purchased a car blind from the Autotrader. Paul checked car over and confirmed the great condition. (He even sent me a picture of a small scratch that is virtually invisible to the naked eye). He sorted the finance and delivery and kept me informed all the way via phone and email.

Very competent, completely Trustworthy and a nice bloke.

The way I felt, you’d think I brought a New Bentley- not a used Ford.

The staff are very friendly, but the support you get once you've brought the car is not so good. Took them five months to sort out the problem with my Sat Nav. Then the wheelchair hoist in the back of the car packed up. Went back to Gates and they explained that as they did not install the hoist it was not their responsibility. Yet they were the one's who got Brig Ayd to install the hoist.
The service manager is never around, always in meetings????
I certainly won't be going back there when it comes to renewing my car

Matt who sold me my car was incredibly friendly and nothing was too much to ask! He manage to match my budget and the communication throughout was great. Wasn’t the first time Matt sold me a car and it certainly won’t be the last as he has been amazing in all aspects and I am incredibly grateful for the service he has provided! Super friendly and all round really helped to find what I was looking for within my budget range and communicating throughout and staying past his shift to make sure I got the car. So appreciative! Thanks again Matt!!

WARNING DONT TRUST THESE IMBECILES
sold me a new car failed to register and tax the vehicle I DROVE IT AROUND UNINSURED AS WASNT REGISTERED IN MY NAME (insurance requirement ) for TWO MONTHS!!! And they didn’t give a shi not a bit

Fantastic customer service from Matt at Ford's Stevenage.
I visited ford to see what my options were as my PCP contract was nearer the later part and Matt explained the options I had.
He also assisted on looking for a car that suited my needs for me - explaining the options, what may suit or may not and in which I then ended up purchasing my new car! All paperwork was explained too in detail.

Overall a fantastic experience at Gates Stevenage and would highly recommend- especially Matt! Thankyou

Absolutely fantastic service.

I received a professional, trustworthy, honest, fair and friendly service from Gates Ford Stevenage and am very happy with my used Ford.

Pricing was fair and reasonable and their used stock seems to be well vetted.

I haven’t had any issues with my purchase so can’t comment on how any problems would be handled. However, the attention I’ve received, together with their years of good reputation gives me confidence.

I would wholeheartedly recommend purchasing a used car from them.

To Gates, and Steve particularly…

Thankyou.