steveneagell.co.uk

10-plus year loyal customer - bitterly disappointed.

I've been a loyal customer of the Steven Eagell Toyota (Rayleigh branch) for over 10 years and my most recent visit was my final one.The "Servicing and Parts" team really need to brush up on their customer service skills as they are woeful. My concerns were treated with indifference or borderline blagging.Two days prior to today my car was booked in for a MoT, Healthcheck, and Full Service; however, they didn't undertake the MoT and nobody bothered to contact me to let me know. I had to reach out to them the next day to book in the MoT for today.Today I take the car in, and on the MoT advisory a host of issues popped up (issues completely missed on the full-service and health check carried out two days prior).During the MoT they reported a supposed buckled wheel, you'd think they'd notice that on a healthcheck and full service two days prior, or is that asking too much? You'd also think a "buckled wheel" would impact the cars performance in someway, but it drives perfectly.The service reports across the two days had conflicting information; for example:On the Wednesday apparently the front-brake pads were 100% worn with only 2mm remaining on both pads. Logged as an MoT advisory.Today the front pads were 60% worn with 6mm on one pad and 1mm on the other. Logged as an MoT failure.It's quite amazing to see how one of the brake pads had grown 4mm in width two days later!That's just one of many discrepancies between the two reports I've found.The car is now going to a highly-rated independent garage next week for its MoT. My 10-plus years trusting Steven Eagell is over.This Service Centre's standards have dropped across the board and I can't trust their service reports when they are this contradictory (bearing in mind these reports were only 2 days apart).If you're a history buff and like tales from the Wild West, visit these cowboys.

Date of experience: Aug 29, 2025