We bought a used car from Steven Eagell Toyota in Romford as they are an official Toyota dealership and we believed that they could therefore be trusted. Sadly this was not the case. We have documented evidence of fraudulent misrepresentation and repeated breaches of both the Consumer Rights Act and the Consumer Protection from Unfair Trading Regulations. Unfortunately, even following the complaints procedure, management does not seem to view this as an issue.The mileage was misreported (out by 6,700 miles). Checking the Toyota site, I found that over a third of the vehicles they had listed for sale had incorrect reported mileages – one car was more than 20,000 miles out. They also listed a car for sale which the gov.uk checker does not recognise the registration plate for – it seems apparent that they perform no checks on the cars that they list for sale.We had Steven Eagell agree to fix scratches on the car, which was written into the contract. This was not done. Instead they added a Supagard protection layer over the unfixed scratches - effectively sealing in the damage and making any fix more expensive. This was despite confirming in writing that they would not do this. They refuse to resolve the issue. Several times they advised me to make a claim on minor damage protection insurance to fix the scratches, despite me repeatedly explaining it does not cover pre-existing damage, and so any such claim would be fraudulent.We also discovered that they did not carry out a Hybrid Health Check on the car, despite advertising that “All Toyota Approved Used cars are inspected by our technicians and pass a comprehensive 145-point technical check, including a Hybrid Health Check”. Steven Eagell claimed that a check was made 5 months before and they were entitled to rely on that. This check was under the previous ownership, 5 months and 7,000 miles prior and so did not reflect the condition of the car at point of sale.They removed the flexible parcel shelf from the car before delivery despite advertising it with one, and it being present when inspected.They failed to deliver a protection pack, ordered and paid for at the same time as the car, repeatedly claiming it was on order but delayed. After several months I approached another Toyota dealer and they supplied it within 2 days.When I tried to complain, the response from sales and management staff has been shocking, including one manager telling me that I would not be covered by any consumer rights laws “if that is what you are thinking”. A useful document produced in partnership with trading standards Car Traders and Consumer Law provides several examples of breaches of professional diligence (acting in accordance with honest market practice and good faith) required under consumer protection regulations. Steven Eagell met every one of the examples of breaches in professional diligence provided.Truly shocking company and service. I advise all to stay clear, and if you do use them to check everything and not assume anything they tell you is correct, given that they do not honour agreements written in contract.
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