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Motortrustuk Lancaster Reviews 

202
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TrustScore 4.5 out of 5

4.4

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Review summary

Created with AI, based on recent reviews

Considering 109 reviews, reviewers overwhelmingly had a great experience with this company. Many people frequently praise the staff members for being exceptionally helpful, friendly, and highly professional, making every interaction pleasant and stress-free. Buyers often point out that the overall car buying transaction is entirely seamless, noting that sales representatives provide clear guidance and keep them well updated throughout the process. However, some customers also noted significant frustrations regarding poor communication, long waiting times, and a complete lack of proper aftercare support. A few other people mentioned encountering unexpected mechanical faults, missing service history details, or dealing with unhelpful management after finalising their purchase.

What people talk about most

Staff

Users describe positive interactions with staff, highlighting that team members are friendly, professional,... See more

Service

Reviewers mention positive feedback about service, noting a hassle-free and professional car buying... See more

Product

Consumers experience deep frustration with the product, reporting severe mechanical issues such as multiple... See more

Customer service

Customers report positive experiences with customer service, highlighting friendly staff and great... See more

User experience

People report positive experiences with user experience, highlighting smooth, seamless, and stress-free... See more

Reviews shaping this summary

Rated 4 out of 5 stars

Brought my Honda Civic on the 20th May2026 great service and customer service from Chad helped me out a lot when I was asking questions about the vehicle as well Would definitely recommend the compa... See more

Rated 5 out of 5 stars

Found the car I wanted via Autotrader but it was in Lancashire and I am in Hampshire so it was all done remotely. Ben proved to be helpful and reliable and after several emails I bought the vehicle.... See more

Rated 5 out of 5 stars

Got my last car here, very professional outfit. Was helped by a lad called Aidan, seemed a little timid but knew his cars and I appreciated his input. Overall great experience, would recommend.

Rated 5 out of 5 stars

⭐️⭐️⭐️⭐️⭐️ I bought my car from Motor Trust Lancaster earlier this year and honestly couldn’t be happier! The team were so friendly, helpful, and easy to deal with — they really made the whole pr... See more

Contact info

4.4

Excellent

TrustScore 4.5 out of 5

202 reviews

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4.4

All reviews

(202)

108 reviews in the last 12 months

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Rated 1 out of 5 stars

Within 5 months second time gearbox failure case with financial Ombudsman now

Complete radio silence since 3rd March after a SECOND gearbox failure. Case now with the Financial Ombudsman.

I am writing this to warn potential buyers about the appalling aftersales treatment at Motor Trust Lancashire. Their refusal to communicate has caused me nearly four months of severe stress, deeply affecting my sleep, eating habits, and health conditions, including Type 1 diabetes and hypertension.

I bought my car on 28th September 2025. Only two weeks later, on 14th October 2025, the gearbox broke down. The dealership told me to take it to a trusted VAT-registered garage, which I did.On 17th February 2026, the gearbox completely failed for a second time. Again, Motor Trust told me to take it to a trusted VAT garage and email them the diagnostic report so they could arrange a solution.I emailed them the second diagnostic report on 3rd March 2026 as requested. Since that day, I have been met with total radio silence. It has been nearly four months without a single reply or phone call, leaving me stranded with a broken car.

They are quick to take your money, but they completely abandon you when their car fails. Because of their total refusal to communicate and failure to resolve this within the legal 8-week timeframe, I have been forced to escalate this matter to my fiance lender and now to Financial Ombudsman Service, where an official investigation is now underway.Do not trust them. Avoid this dealership at all costs.

Update i have ever communication recorded emails, sent every report have 2 VAT-registered diagnostic reports and 2 independence inspection from DEKRA and IVIS i have sent diagnostic report directly to motortrust lancaster never replied back that is radio silence since 3/3/26 even the broker carmoney sent email directly to motortrust lancaster saying customer has sent a diagnostic and want a reply for solution which still have not to this date and I have copy emails confirming this i have ever communication sent and replied from motortrust lancaster all backed up.

I have went through proper channels to resolve this matter like I said before radio silence and the way you talking about this review go through proper channels which I did you 4 months behind complete facts will speak for themselves.

17 February 2026
Unprompted review
Motortrustuk Lancaster logo

Reply from Motortrustuk Lancaster

Thank you for your review, Mohammed. Unfortunately, your version of events is not entirely accurate, and it is important that we clarify the facts for anyone reading.

As you stated, you experienced an issue with the gearbox in October. As a business, we advised you to take the vehicle to a local VAT‑registered garage of your choice purely for your convenience, even though our standard procedure is for vehicles to be returned to us directly. You provided us with an estimate from your chosen garage, and we authorised the repair in full and paid the complete invoice for the gearbox work.

You then contacted us again in mid‑February reporting what you believed to be the same issue. We advised you to return the vehicle to the same garage that carried out the original repair, as they would have provided warranty on the parts and labour they supplied. If the exact same fault had reoccurred, it would be their responsibility to investigate why their repair had failed so soon after the work we funded.

Since 16 February, we have not received any emails or phone calls from you. We have, however, had multiple conversations with your finance provider, to whom we explained the situation in full. We advised them—just as we advised you—that your first step should be to return the vehicle to the original garage for assessment under their warranty. We have received no further communication from your finance provider since 1 May.

Unfortunately, we cannot assist or provide guidance without being supplied with the necessary information or updates. We would strongly encourage you to contact your finance provider for an update on your case. As previously discussed with you via email, the correct next step is to take the vehicle back to the garage that carried out the original gearbox repair. We cannot be held accountable for the failure of work carried out by a garage you selected, especially when our only involvement was paying their invoice in full. If their repair has failed within four months, they must take responsibility under their warranty obligations.

Regards,

MotorTrust Lancaster

Rated 5 out of 5 stars

great Communication

great Communication. Everything done throughly and quickly, every question asked was answered. Really happy with the outcome, thankyou :)

8 June 2026
Unprompted review

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