Dangerous Car, Dismissive Service – Avoid This Dealer
I bought a Ford Focus from Affordable Cars of Kent in Sept 2024. Within days, I reported a serious safety fault: the handbrake fails to hold the car on steep hills. Over several months, I gave them every opportunity to fix it. Despite multiple visits, delays, and missed promises, the issue was never resolved.
Their own mechanic snapped the handbrake cable during an adjustment he recommended—then tried to blame me for it. After leaving me without transport and cancelling important plans (including visiting my mother with advanced Alzheimer’s on Mother’s Day), they offered no loan car and no apology.
Worse, I received a disgracefully sarcastic email from them refusing to deal with the car again, citing “health risks” due to the interior being untidy—after a long road trip with my grandchildren. Totally irrelevant and deeply unprofessional.
They ignored my formal complaint and consumer rights. When I cited the Consumer Rights Act, they denied the fault qualified for rejection—even with video evidence and previous repair failures.
In short:
Dangerous car
Unresolved fault
Rude, dismissive communication
No proper complaints procedure
No respect for customer safety
I’m now pursuing this via Citizens Advice and possibly The Motor Ombudsman. Be warned: if your car has a problem, you’re on your own.
Avoid at all costs.
Timeline of Events
10th September 2024
Purchase of Ford Focus (registration SK61 JVM) from Affordable Cars of Kent.
Within days of purchase
Handbrake fault reported — car rolls backwards on steep hills with handbrake fully applied. Issue raised directly with mechanic Dan, who denied the car was unsafe.
November 2024
First visit for handbrake adjustment. Neil claims four people attempted to push the car with the handbrake engaged and it didn’t move. No paperwork provided. The rolling issue continued.
7th January 2025
Formal complaint submitted in writing to Neil via email. Consumer Rights Act 2015 invoked. Request made for full refund, price reduction, or replacement vehicle. Neil’s written response dismissed the complaint, denied the right to reject, and made a snide comment suggesting I was perhaps “not a very strong man.”
8th January 2025
Attempted follow-up visit to demonstrate the fault in real-world conditions — cancelled due to prior commitments.
12th January 2025
Offered to take a member of staff to a location where the fault could be demonstrated on a steep hill.
13th January 2025
Appointment arranged for Thursday lunchtime to demonstrate the fault.
14th February 2025
Chased for update — no contact had been received despite being told a new cable was needed and would arrive within days. Two weeks had passed with no communication.
18th February 2025
Advised that parts had arrived the previous day. No apology for the delay. No appointment offered.
26th February 2025
Formal complaints procedure invoked in writing for the first time. Chased for a confirmed repair date. No response to the complaints procedure request was ever received.
2nd March 2025
Offered a cancellation slot for the following day.
3rd March 2025
Unable to attend at short notice. Next available slot confirmed as 10th March.
6th March 2025
Chased for written confirmation of the 10th March appointment — no confirmation had been received.
9th March 2025
Appointment for 10th March finally confirmed in writing.
10th March 2025
Vehicle taken in. New handbrake cable fitted. Fault persisted — car continued to roll on steep hills even after the repair.
11th March 2025
Separate issue — chased George regarding a promised discount on a spare key quote. Dan responded dismissively. Quote was higher than local competitors including Timpsons.
28th March 2025
Vehicle taken in again at Dan’s suggestion for further handbrake adjustment. During the adjustment, Dan snapped the handbrake cable, rendering the car unroadworthy. Dan attempted to blame me for the cable snapping. Car left with the dealer. Formal email sent to Neil demanding a loan vehicle, confirmed repair date, and action plan.
3rd April 2025
Advised the vehicle would be looked at the following day.
4th April 2025
Received a dismissive email stating they had “reluctantly” carried out the repair due to the condition of the vehicle’s interior, and that I could collect the car “along with your pet mouse.” Informed that they would have “no further interest in the matter.”
Post 4th April 2025
Google review posted detailing the full experience. Affordable Cars of Kent responded publicly, falsely claiming the vehicle contained mouse droppings and mould, and expressing concern for the welfare of my grandchildren. The car was untidy following a long road trip with my grandchildren. The allegations are completely false.
This matter is now being pursued via Citizens Advice and the Motor Ombudsman.