Gates Automotive Recensioni 2.769

This was my third time buying a car from Gates St Albans, and once again the experience was excellent.

I didn’t have a lot of time to sort out my new car due to my current PCP deal ending but Dave was fantastic throughout the whole process. The whole team are amazing, incredibly helpful, and made everything smooth and stress-free from start to finish. It’s always a pleasure dealing with them, and I wouldn’t hesitate to recommend the dealership to anyone looking for a new car.

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

James at Ford Foodford was a great help throughout the whole process. Even though I didn’t end up buying the car due to timing and financial reasons, he was patient, knowledgeable, and never pushy. He took the time to explain everything clearly and made the experience genuinely positive. I really appreciated his help and would definitely recommend speaking to James if you’re looking for a car.

From ordering my motabililty car to picking it up the experience was first class.courtney was so helpful with explaining everything about the car and the order times,she kept me updated throughout the process.the show room is clean and has a friendly atmosphere when you walk in.i would highly recommend this branch to family and friends and anyone else who is interested in buying a new reliable car.definatly worth a 5 star rating.carry on the good work

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.

When I got to the show room I was freezing. First they sat me down and offered me a hot drink which was appreciated. The service I received from Yvete and Tim was exceptional and it was dealt with the knowledge and experience of good customer service. I have always renewed my vehicles at Gates because of the brilliant sales team who would explain everything with good salesmanship. The cars have always lived up to what they sold me. Thanks Yvete and Tim and everyone at Gates who have assisted me over many years.

Bought a Ford fiesta ST Had a great experience with Abbie Crouch and James Callow would highly recommend to anyone buying a car from ford. Gave excellent customer service.

I went to my local Gates garage to purchase a Ford Puma, having had my current car for 8 years. Danny could not have been more helpful- and I now have a Puma that I am very happy with. The whole process was efficient and straightforward and I am very happy with my car. Danny was excellent, communicated well and was generally a nice guy.

What a waste of time all I wanted was to know the hours the service department was open Monday to Friday so the live assistant pops up happy to help so I ask my question Bea the assistant asks can I have your mileage and my name I replied no because I’m only asking a question to which she then asked for my name and contact details after having a bit of a moan about what a waste of time this service is because she can’t or won’t tell me what I needed to know so I give my name and email address and she tells me she will pass my enquiry to a colleague then asked is there anything else I can help you with my reply not wishing to be rude Bea but you haven’t done anything now I still don’t know the answer to a simple question I still have to wait so no there isn’t nothing more you can do for me I’ve done all this and still they haven’t contacted me

Great customer service! Really happy with the purchase!

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 .

Well I’m surprised with this company this is the second time now I’ve had to log my review of this company
Firstly gates Stevenage luckily I didn’t buy a car from them
Then decided to go back to gates Harlow were I had bought a car from before that was a Ford. It a BYD
My experience is this before buying the car
It was pushy a salesperson Called Rohan
He was pleasant while looking to buy a car following that purchase went absolutely silent
I had issues with my BYD starting its self when I was walking away I contact Rohan and was advised someone would be in touch
Never happened I got a call from someone asking how I was getting on with the car I explained to her she was not happy with after sales customer service
She said don’t worry someone will call you today or the next day
Guess what nothing happened talked to receptionist didn’t want to no
I’ve now sold the car on and gone to a completely different make of car my experience outside Ford / gates at harlow was much more experienced salespeople I’d advise you seriously think long and hard about were you spend your hard earned cash if you have to buy a BYD please try BYD not these dealers that haven’t got a clue like Gates of Harlow or gates of Stevenage
I should point out I did give them plenty of time to get back to me and no response
Think carefully there are lots of quality dealers out there that haven’t the experience in what you want to buy

Updated information I’ve still not received communication with this dealer just warm words
£6000 out of pocket due to getting rid of the car and all they have to say is sorry not interested in putting it right at all

My wife purchased a car on the 1st October, once the deal was done James the salesman told us it only had 1 key but another was on order. We are still waiting for the 2nd key and it's not a good situation to be in! It seems to me that Gates are keen to do the big money deals then don't follow up with timely support!! Feeling very frustrated and angry!

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.

Avoid this dealer at all costs.

Gave the garage my vehicle 20th June 2025 and it was returned 22nd August STILL NOT FIXED (after over 2 months later).



1. For the initial £154 testing and analysis expected quotation for fix, quotation provided for £2000,
2. During fix for £2,000 they realised other parts needed replacing, quotation increased to £4,000.
3. During fix for £4,000 they realised other parts needed replacing, quotation increased to £5,000.

The excuses I was provided during these delays were…

1. Staff have left the business (They manage their staff)
2. We have to order the parts (They manage the supply chain)
3. On parts arrival, installation has to be rescheduled (Installation should be prioritised)

The vehicle is only worth £10,000, if I would have know this cost at the initial £154 stage I would not have bothered fixing it in the first place. I have wasted not just £5,000 but also over 2 months of the school summer holiday without a car.

Then after all this they claimed they would clean the car for collection. On collection the car looked as if it was cleaned by a 5 year old child. Both inside and outside the car was dirty and had spiders webs. I had to clean the car again when I got home.

After all this money spent and time wasted took the car for an important planned trip and had to return home as the car was shaking all over the place on a flat smooth road.

I now have …

1. lost £5,000
2. lost over 2 months of time
3. car still does not work

I feel compelled to write a review on the exceptional service provided by Anthony and Derek. From the first moment of contact, Derek displayed a polite, courteous and professional manner and this attitude was constant throughout our interaction. Not only did Derek make my day by being exceptional, Anthony then added another cherry on top by being attentive and going out of his way to make sure I was provided with a gold star service. If this is a reflection of Gates' team, I am very impressed and I hope you look at this review and go on to speak with them too and find the car you are looking for! Well done guys!

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

I can't recommend the whole team enough shout out for CJ for everything and I want to actually also give a shout out to Danny the Sales Manager. Honestly some of these reviews . This garage can't do enough to help you . If you're nice and polite and speak to them with respect they will always help you . The problem is too many people are being disrespectful and expect help . I have been to many garages and you cannot beat them they do what they can and go over and beyond what they need to do for their customers. Just try to be nice . I have been purchasing my cars from them for over 9 years now . Some cars have had problems not all but nothing that could not be fixed and trust me this garage has gone above and beyond to help , always been flexible and accommodating .

Purchased a Vauxhall mokka e from there used car sales. The car was delivered from Essex to Yorkshire. When the car arrived it was completely filthy and the smell was ridiculous. Customer service was poor, no real apology from the salesman. No follow ups.
If purchasing a vehicle I would not recommend Gates of Harlow ford

Replied via email 6 days ago, to the email address that they stated. Guessing Gates Ford really don't care.