Pertwee & Back Ltd Review

why is there a no stars option???? manners on phone shocking aftercare an absolute joke avoid as much as you can. I live in belton I will now use lowestoft ford

Helpful, cheerful and got part needed quickly. Covid secure too.

Very helpful in sourcing and checking the correct part for my vehicle

Although I live in Essex, I have been a customer of Pertwee and Back at Yarmouth for many years. I have always found their service and part exchange prices to be the best. Easy to deal with, very accommodating and nothing too much trouble in my experience. A dealership you can trust and rely on.

Bought a second car , salesman was polite and friendly and did not pressure me , showed me all options available , would certainly recommend

Useless..if you want great service, use johm groose

Honestly very disappointed.

I would always recommend Lowestoft, but at the time I wanted my car, Yarmouth had one in the show room, brilliant I thought Wrong.

After having the car for a few weeks a rattle started around the steering wheel, took it back, no issues they said. Drove it off their car park, started rattling again took it back, I was lying (a customer being told they were wrong). They offered to keep it for a week (that s how long they needed it apparently), but I would have to pay for petrol and be without a car, absolute joke! Customer service = non-existent.

Car has now come to an end of the 2 year lease so I wanted a newer bigger car, did I receive any phone calls or letters to arrange renewing my car no! No aftersales what so ever!!! So I decided to pop to see them to see what they could do walk in, ask the receptionist if I could speak to someone, she just walked away to find a salesman, no hello , no oh certainly sir , nothing!! Give that receptionist a certificate for receptionist of the year . (Ford, a little advise, it s recommended the first person you see is a good representation of what service to expect, I know you have it spot on at the moment, but it needs to be sorted as you ARE losing customers!!)
Overall, if you like being spoken too like dirt, or even undermined by the sales team, parts department or service team, then go to Ford Great Yarmouth.

I feel I can voice my opinion as I have used this garage a lot over the year s only owning Ford cars, but I have had enough now, it might be easy using them as they are on the door step, but I would much prefer driving 15 more minutes to get treated like a customer, spoken to like a human, and actually getting greeted by the receptionist asking if I would like a drink or any help.

Avoid!!

I could not be happier with the service I have received from Pertwees who over several meetings, phone calls, test drives and email question answering spent a huge deal of time discussing options and helping me spec a Ford Transit Connect van. They then updated me regularly on the build date and anticipated delivery date and rather than the quick hand over of keys and run through I had expected: very kindly spent a couple of hours going through a plethora of different things from the engine bay, seats and various functions to the extraordinarily vehicle info and satnav system. Their price for the spec of van i wanted had been most competitive amongst four companies I tried in Norfolk and Suffolk; whilst their customer service proved to be thoroughly exemplar and I will not hesitate to return to Pertwees when the time is right. I love my new van :-> many thanks

Great place, staff are friendly, knowledgeable and helpful, Tom is brilliant!

I have always had a good working relationship with the staff having used this establishment for over 5 years

excellent and friendly service - was able to repair a vehicle another main ford dealer had in twenty times and couldn't fix ! Thank you will always use you from now on!

Very helpful, excellent service, great dealer to do business with.

Always great service and great value. So good we went back to buy our second car from Tom as well and now only use their service team. Thank you for your help.

We have been customers of Pertwee and Back for over 20 years. It's great to deal with a family business and people who always do there best to help whatever the issue with a car. They have always helped with any damage from accidents (and I've had a few over the years!), servicing and giving us a good deal with any new or used purchases for us and our business. We have no intention of putting our business elsewhere anytime soon.

Very rude man who I spoke to on the phone will not be using these ever! Very poor customer service
They tell you one price and then tell you another,that wasnt an issue but the attitude was.

Awful - Shocking attitude and customer service. Totally unhelpful. Would not use them again - used our local garage instead.

Carried out work on my car. The man whom I completed my paperwork with was helpful and friendly. The lost star is due to the fact I waited all day for a call to confirm my car was ready to collect then when the call finally came the receptionist was under the impression someone had already contacted me so some miscommunication led to me waiting longer.

Recently bought a used Focus. I can t thank Tom and the team enough for what was a perfect experience from the moment I first walked in the door. They gave me a great deal on the car, helped me find the right finance package, and explained everything thoroughly. Highly recommended.

Very happy with everything. No pushy salesman great price. Highly recommend
thanks
Tom

Tom has really helped me over the last few months to find me a car. Great service

Pertwee & Back is the best garage I have used. I purchased my car from them last year, and the sales team were great, really helpful. I have returned recently for a service and their after-sales department are fantastic; the work was completed quickly and the price was really good, they even sent a driver to take me home and collect me when the car was ready. Overall I recommend Pertwee & Back highly - thanks for all your help!

Can't understand the three adverse reviews, I have received nothing but courteous and good service from this dealer

Good service from the spares department. Friendly and knowledgable.

Used Pertwee and Back for 3 years now (since moving here in 2017) and I have found they always provide a comprehensive and thorough service package. As a main dealer they are not the cheapest but I'm keen to ensure extended warranty conditions are full adhered to so for me it's a cost worth paying for the extra peace of mind.

shockingly bad customer service and prices are far from reasonable, took the car in as the radio had no sound but it was lighting up. We took it to ford and we got told it couldn't be repaired so the only other option was to wait until they got a similar car in so they could swap the radios but this "wait" took 6 weeks until we went back to see if they had found a replacement; this time we were seen by the area manager and he told us there was nothing wrong with the radio and that a wire had fallen out the back. avoid them at all costs !!!!!!! never purchasing a ford again

Great company, great service. Can t thank Tom Coller enough for all his help, guidance and efficiency throughout the sale process especially during lockdown. Would highly recommend.

Picked up a Transit on short notice. Very helpful service and good prices

Always try to do their best to help with parts for my 20 year old ford..which can sometime be challenging.. Top blokes..

BRILLIANT.
Amazing place, who saved my bacon at the last minute for a hire car. Gave me a lovely car to hire & were 10x's cheaper than all the other places I tried.
Didn't even know they done hire cars until we drove past & popped in to ask!
All the staff were amazing & so friendly. Have recommended to everyone for future reference && am also leaving a review to tell you to..
Will not be using anyone else in future. ThankYou so much!

Our van has been in for repair under waranty for 10 days. Under the SARS scheme we should of had a curtesy hire van. The service manager Nick refused us a van in replacement under this scheme. He is ignorant & rude!

I have to say Essex Auto Group who be brought the van from have been fantastic in trying to get the van sorted.

We will never use this garage again!

Bought my first new car from here and was very happy with all the info prior the purchase. I was welcomed from the get go and didn't feel pressured into buying a car. I would say they make everyone's needs a priority and are very understanding. All staff are all very really friendly and always there to help. Just had my first service and very happy with the after care.
Also bought parts from here in the past and they are very helpful and knowledgeable.
I would recommend Pertwee and back to my family and friends.

Amazing place, good service and great people who help you with your request and

Pertwee & Back were brilliant helping me buy my new car. Would highly recommend to anyone, they are extremely flexible and affordable.

Good service and had car ready when said it would be

Went in for info on AWD vehicles. Was treated with respect and all the info I needed was made available to me. Salesforce were very knowledgeable and very helpful

Never had a problem, from buying a car to service and repair. Good service.

After dealing with Pertwee and back for last 2 years I cannot fault their service and their team I would not go anywhere else as I know I won't better service than dealing with Ford

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.

Thank you, for the excellent service you gave me, whilst my van was being serviced.

Very pleased with our new van which drives like a car! 3rd new van purchased from Pertwee and Back. Have always found the sales and service staff very friendly and helpful and they have always dealt with any queries efficiently and politely - would not look anywhere else.

The team has been incredibly supportive during the pandemic, supplying vehicles so deliveries of food and medications could reach isolated and shielded people. Quickly arranged an mot for one of the vehicles we use and always available for advice and help. Tom and his team are super friendly, I hope the community remembers the people who stepped up during the pandemic when it's time to buy the next car

Great service every time. Very helpful staff. Great place to have your car serviced.

I visited this garage as I bought a car from here. I had a problem with the car overheating but they couldn't find anything wrong with it.I am considering going to another garage ad I am not happy.

Bought my car here and keep coming back for services. Always fast and efficient. Everything you would want from a Ford dealership. Comfortable atmosphere to visit as a woman on her own.

Brought my Motability car in for it s first year service today, was informed last week that if it was there for 8:15am it would be the first car & would be dealt with quickly if I would like to wait. Yes I was there for 8:15 & yes I waited, and waited, and waited over 2 hours later I went to the reception desk & asked how much longer my wait would be, without any comment the receptionist stood up and walked away, I am left standing not knowing what was happening, she then reappeared and handed me a plastic bag with my car key in. No apology no comment no kiss my ... nothing. To say I was not impressed would be an understatement. The emailed car report is completed with a time of 9:00am.
Will go elsewhere in future if this is the best customer service they can offer!!!!!

Staff extremely helpful dad went in to query servicing

Very helpful staff here. Been going for years , always found them very friendly. I recommend.

Thank you Tom for amazing service and delivery of our new FordKuga today! Felt very safe through the whole experience with all the COVID measures you have in place.

The friendliest, helpful, and most genuine car dealership that I have ever visited.
Thank you so much for all the help and advice.