Bought a Ford Focus EcoBoost Feb' 23 from Arnold Clark Seafield Edinburgh. The car was seven years old at the time of purchase. According to online research I conducted that engine should have the wet timing belt replaced at 100k miles or 6 years, whichever came first. I asked the salesman (Kenneth Dow), if there was any evidence it had been changed. He confirmed there wasn't. I then suggested they should replace it before we bought the vehicle. He agreed unequivocally. No pushback whatsoever, then informed us that the date we were due to collect the vehicle would be pushed back to allow time to have the work done. We were contacted a few days later to confirm work had been completed. I asked for an email confirming this. Despite several reminders, that email never materialised. On the day we collected the car, we even asked again to be met with an apology, and that “due to work pressures”, he hadn’t got around to sending it, but rest assured it would be done. That email never came to pass. When we took receipt of the car, we were left in no doubt, a new timing belt had been fitted as agreed. Fast forward to September 2025, and the engine oil pressure warning light comes on. Long story short, the timing belt is delaminating and blocking oil flow. An independent mechanic confirmed the timing belt has never been changed, and the current one is the on that was fitted to the vehicle when new. Arnold Clark, specifically their salesman, Kenneth Dow, is now claiming a) the conversation outlined above ever took place, and b) they would never have agreed to do the work as the 6yr/100k miles criteria for replacing the wet belt did not comply with their company policy. This position is an entire fabrication and confirms the salesman lied to my face at the time of purchase on at least two occasions and over the phone at least twice. He is now doubling down on these lies. I have followed the Arnold Clark complaints process as outlined on their website. After the local Seafield branch manager failed to give a satisfactory response, a week ago we submitted an online complaint to their Customer Services Department. At the time of writing, we have had no reply. Not even an acknowledgement. This is no longer about money, nor is it about the fact my car’s been off the road for over a month with little prospect of it being repaired any time soon. It’s now about how a company the size of Arnold Clark could condone such unscrupulous, immoral behaviour from one of its employees. Shameless, bareface lying seems to be acceptable with this company, or at least it is for Kenneth Dow. If you do business with this company and you’re unlucky to deal with this salesman, beware. You have been warned!