Vertu Motors - BYD Worcerster Avis 

Not happy with the responses from Iain Mcdonald who is the general.manager I believe in Worcester.I would like to escalate my complaint please.

Poor attitude.
After reading this response I have contacted the Ombudsman. Citroen should have told us when we bought the car in 2022 that the cambelt needing replacing the following year. It was significant maintenance work and could have affected our choice of car. I also should tell a buyer should I choose to sell the car knowing the cambelt needs replacing. Expensive and essential maintenance work. Manager needs to check Citroens responsibilities. Offering to do the cambelt as £700 is not a concession or a goodwill gesture. A local reputable mechanic dosent even charge that much?

I have been a customer of this company for many years as it was Bristol Street Motors.
My wife has had a couple of Motability cars supplied by them.
I purchased a second hand Ford Tourneo Connect from them at the end of March and have had issues with the vehicle ever since I picked it up.
I did mention to them about the brakes being spongy when I did the test drive and they had a look at them and declared 'they are fine' even though the brakes are still spongy! Not happy with their response and they offered to do a brake fluid change at a cost of £69.00 even though I'd just bought the car off them. Disgusting treatment considering our other Motability car went in for an MOT and even though it had only done 11,000 miles they changed the brake fluid! I suppose they then charged Motability for that.
Regarding the Tourneo that I bought, the Navigation system has never worked properly since I've had the car and I've emailed them about it to get it fixed and no one bothers to respond to my emails.
The person who sold me the car - salesman - doesn't answer any messages or emails I send him.
All in all I'm totally disgusted with this company and now wish I had not bought my carfrom them. It's a case of 'we've got your money now and don't give a toss' If I could give no stars rating I would.
So I took my Tourneo Connect into Vertu Ford for them to sort out the oil level issue and they apparently fixed it BUT two weeks after I picked up the car the issue is back! Obviously they did absolutely nothing when I took the car in to them.

So here we go again, another fault developed on this Pig in a Poke of a car!
They now tell me I've got to pay a charge of £114 to to have the car looked at even though when I bought it I paid out £699 for a three year warranty! I've left a similar revue on another account I have with Trust Pilot because my computer insisted on not letting me log into this account. If I had not paid out £3000 to adapted the car for my disabled wife I would reject this car a not fit for purpose. I've owned many cars but never a car that goes wrong so often!
It's now January 2026 and the car has been back to them five times now in less than 10 months. Now the rip off starts !!!!!!!!!!!!!!!!!!!!!
UPDATE 7th January 2026. Just been checking on the £699 warranty paperwork and it looks as though the warranty isn't worth the paper it's written on. Just about everything that could go wrong with the car isn't covered by the warranty! I even have to pay for the diagnostics to find a fault with the car. Really do think I've been mis-sold the warranty. When I purchased it the exact words of the salesman was - 'you will be covered for everything', when it turns out I'm covered for nothing! Vertu Ford have the warranty worded completely in their favour - you could almost describe it as 'unfair terms and conditions'. Absolutely disgusting ! Definitely want a refund of the £699 I was charged for a useless warranty!
UPDATE - Jan 2026. Vertu Ford have fixed my car without anymore issues. They won’t admit the rodent damage was there when I purchased the car. In 50+ years where I live and the 15 cars and vans I’ve owned I’ve never before had rodent damage to any vehicle. Says it all!
Oh, by the way, the brakes are still spongy!