I had call to make a complaint regarding the recurrence of the battery going flat on my new Toyota Yaris Cross Hybrid. In trying to access their complaints procedure I spoke with a woman who was in their central office I believe in Milton Keynes who took all the details and assured me that she would get this resolved for me. She made contact with the new manager of the Watford and St Albans branch who called me and apologized for what I had experienced thus far and did not hesitate to rectify the issue and I have to say the service was exemplary - above and beyond and very restorative after previous dismissive responses from the branch. Aftab (apologies if spelling isn't correct) was fantastic and true to his word, problem sorted. But I also wanted to particularly thank the woman who met my complaint in a way you often don't see these days - she was not defensive, she was knowledgeable about procedures, she was respectful and friendly and did what she said she was going to do, and furthermore communicated back to me all that she had done and was still to do. I am sorry I don't remember her name - I wanted to say Jean, but this is not right, and phoned the central office today to find out her name but it was not possible to find out. Hopefully those reading this in the company, including Aftab will be able to identify who she is, or indeed she will identify herself. To Steve Eagell Directors these two staff are a credit to your company, representing the company brilliantly. Prior to their interventions, my confidence in the company had diminished considerably, but their behaviour and actions have restored my trust and confidence, thank you both.
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