James Avery

Review of Pertwee & Back Ltd

This Ford main dealer admitting they would falsify...

This Ford main dealer admitting they would falsify a service history to cover up their mistake. You can see a video of this by searching youtube - (Ford dealer, Pertwee & Back offering to falsify service history)

My company has a Ford Transit Custom van which had it's first main 30K service with 29K showing on the clock. Later on, when comparing the service cost to another Ford Custom I run, the service cost was higher. I questioned Pertwee & Back director Nicholas Coller, to which he replied that the wrong service was carried out and that they carried out an interim service instead of a full service. Now the van has done 40K without even a oil change, which has left me with a vehicle with a void warranty. He also admitted that because of their mistake he would offer to falsify the service history of the van and change the information in the service book. Even though the interim service was done, which is a a basic health check and checks items such as fluids and brake wear etc. two days after the the service, the washer bottle needed filling. It was July, so I very much doubt a full water tank would of been used to clean the windscreen, A week later the brake warning light appeared and new pads were required. Both items on the service record were ticked as checked and OK at the time of service and can only assume that if these items were not correctly checked, then if anything was actually done at all . Again, if you wish to see a video recording of Pertwee and Back director/service manager Nicholas Coller offering to willingly falsify the service history of the vehicle, type 'Ford dealer, Pertwee & Back offering to falsify service history' in the youtube search bar.
Before I had started the video recording and Mr Coller first offered to falsify the service record, he also explained to me that the service history was void on the van anyway as the Customs require a service every 15K. This was a big fat lie. Ford only recommends that a 15K interim service is carried out and by not having it, it will not void any warranty.

This is not where it ends. A few months ago, I took a different Ford Custom in to them, which I own through a different company, with a fault where it was regularly stalling. They came back to me to say that there was no fault with the van. The following day and after nearly having a accident on a roundabout when it stalled again, I took the van to the very helpful Ford Dealer John Groose in Lowestoft, where they identified the fault and changed the part under warranty. When I asked Mr. Coller at Pertwee and back for a refund as they had charged me for the pleasure of doing nothing whilst anther garage had rectified the fault under warranty, he flatly refused.

This is still not where there incompetence ends. In 2006 I brought a new transit. within about year, rust was forming on panel seam. It took 4 attempt for them to repair the problem as after the repair, a few weeks later, the rust would appear on the same seam again. Within a 4 month period, they had the van for over 2 weeks in total and I ended up with thick black mastic over the entire seam from the top of the roof panel to the sill. This affected my business and cost me money.

In all cases, I had to unfortunately deal with Nicholas Coller, who I found most of the time to be the most unhelpful and arrogant man you could ever want to deal with. Remember he is the service manager and one of the directors of Pertwee & Back.

Save yourself the pain, go to John groose in Lowestoft or Busseys in Norwich. I've had dealings with both of them. Brought a Transit from Busseys last year and servicing carried out at John Groose on other vans. Hand on heart, their service and attitude is head and shoulders above and in a different league to Pertwee's

I run two companies that provide a service to the general public and the commercial sector. If I gave a service to my customers in the same way as Mr Coller, I doubt I would have a Business.