I am writing concerning a car purchase I was involved in through the Wisbech Branch A Ford Mondeo I arranged on the 7th of February with the salesman to come and see it on the 10th and up to then the communication had been excellent. I arrived on the 10th after a 75 mile drive to find the rep wasn’t in that day ( this had not been mentioned to me ) but took the car for a test drive. I had been told that the car was an excellent drive before hand , but within 10 minutes of the test drive I had a warning light appear about the engine coolant . I reported this to the salesman at work that day and said this wasn’t good – his response was “ok let the sales rep know what you want to do “ So I had had a 150 mile round trip for nothing costing me £40 in petrol A couple of days later the rep phoned and told me the engine coolant fluid level was low and that was the problem and since it had been topped up the fault had cleared but the car would be covered by the 12 month warranty and Breakdown cover as well as being properly checked , I then bought the car and arranged delivery on the 17th and took the day off work, about 10 am I checked to see what time the car would be coming and got the reply that it wouldn’t because the fault had come back and would need work done to it. This was after I was advised to tax it and insured it ready for delivery , which I did I was then told that the work had been done but the fault was still showing so it would have to go to a ford garage for the “brain “ to be reset A new date was arranged for delivery , the 24th of Feb - another day off work, on the 23rd I received an email from the rep telling me the engine had been condemned and he would refund me the money – I think I should have at least received a phone call. I asked him about the tax I had paid – he said give the tax people the reference number and Id get a refund – this was not true, because I didnt have the log book I had to write to them explaining the situation , I don’t know if I will get a full refund of the £250 , and I will have to wait at least six weeks to see. I also cancelled my car insurance to then start my new car insurance – I’ve had to reverse this so have been charged £20 admin fee. I gave my credit card and bank details yesterday for my refunds, I checked today and had nothing in either so I contacted the rep saying this – his response was I should check my accounts because he’d done the CC refund, the bank transfer would be soon. I would expect for how I had been treated over the car he could have at least said I’ll chase it up and get back to you - my bank transfer took minutes . I then tried to get the head office details through your website yesterday to be able to contact them , the live chat ( olivia ) told me she did not have such an address or one for complaints – she then ended the chat. Why the car hadn’t been prepped / checked before it was put up for sale The loss of money through petrol, insurance , tax and time I spent waiting / arranging for delivery The lack of phone calls Delay in repayment Olivias attitude on the live chat I then contacted the store Manager and area manager and was told they'd investigate and reply . Two weeks later I had to chase them up This experience has made me decide to keep my old car and wouldnt go near this dealer in future