I have purchased my cars from Jemca Reading for around 20 + years, second hand to begin with and new for over 16 years. I have also purchased an extended warranty and a service plan at the same time with them. The sales team have been very professional and helpful. They have always made me feel like a valued customer and, being a female, Ihave always felt very comfortable in dealing with the team.Unfortunately, post Covid, I felt let down by the service department. For two years, despite having the service plan, I ended up paying a local garage for the service and MOT as I was not informed in sufficient time that the MOT was due. Whilst I should have known about the renewal, surely part of the service, as was in the past, would have included a call in sufficient time or an email to the right email address. Furthermore, in previous years the Reading service department picked my car up from work (24.9 miles from their offices) and dropped it back when done. I had started a new role and taking time off was proving to be difficult. I requested they pick my car up from the new job which was less than 24.9 miles. Initially the service department informed me that they could not do this as I was further away. However, when I proved to them that I was not, I was informed that they could not pick up my car - change in policy. Why not say this in the first place? Despite reminding them that I had been a customer for 20+ years and was looking to purchase a new car shortly, the service department were unhelpful. Hence, I ended up paying a local garage for the service due.Disheartened by the total lack of honest, professional service, I requested a refund refund on the outstanding service plan. Shockingly, the providers thought that two outstanding services and MOTs were only worth a £138!I would have thought that loyalty would have counted for something. However, I am obviously sadly mistaken.Selling cars may be a priority for the company but surely they need to think about after care as well. By the way this incidence took place in April 23. I have dated it Feb 24 when a second lot of conversation took place with Toyota Jemca Reading Service Department.
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