We have had cars with Steven Eagell Aylesbury before: I've had no problems, although my wife has often had cars returned from service with stated work not done. Nonetheless, I was looking for a Toyota so popped in just to get some idea of prices, on 15 March. However there were no prices on the cars so we ended up talking to a salesman (Moiz), who persuaded us to leave a £250 deposit to see a Yaris (he had to use their website so really we could have done this at home!). A few days later, he rang and apologised: the car he was supposed to have reserved for us had been sold, but rather than return the deposit he offered me another car. Although newer, this had more mileage so I rang back declining and and asking for my deposit back. Nothing happened. Meanwhile I started getting emails from someone in their customer support (Katie) encouraging me to get in touch in order to discuss buying another car. I replied saying I just wanted my deposit back. She was again apologetic and said she had initiated a complaint procedure but again, after this, nothing. Last week I rang their headquarters, and after some to and fro, was put back to S Eagell Aylesbury. Again they tried to sell me a car rather then just give me my deposit back, and when I declined, became quite brusque on the phone, putting me on hold without any warning or explanation then coming back after a couple of minutes saying my deposit will be returned within 5 days. It's nearly a month and I'm still waiting. Moiz explained that Steven Eagell charge a premium for their second hand cars because of the quality of the experience. Not this time.My concern is that it feels like my deposit was being used as leverage to get me to keep my business there. Steven Eagell seem to fail to understand this is not their money. I do not see why deposits should be required, and if a deposit is taken it should be refunded at the earliest opportunity, no questions. I would strongly recommend any new customers avoid give S Eagell a deposit. It's you that's doing them a favour.
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