steveneagell.co.uk

Failure to provide courtesy car for disabled driver

My Toyota Yaris Cross (2021 reg) has been at Steven Eagell Toyota Cambridge for 3 weeks. My car is still under warranty and while my husband was driving it suddenly all the lights started flashing and it read 'hybrid system failure'. The hybrid system then went into shut down while he was driving at 50mph on a single carriageway. Our young son was in the car at the time. This nearly resulted in a significant accident. My husband was not far from Steven Eagell Toyota Cambridge and managed to limp the car there. We were told the car needed a new transmission input damper, however they cannot say when the part will be available (this is a known fault that required a nationwide callback of all Toyota Yaris Cross in Australia/New Zealand when they were first released). The car is not safe to drive without it. I am disabled and have a blue badge. Steven Eagell have refused to provide me with a courtesy car despite being fully aware of my disability status. For three weeks my husband and I have been trying to get a courtesy car, a requirement when a car under warranty has a system fault. Steven Eagell have said they cannot and won't help us, the lady at Steven Eagell Cambridge even hung up on my husband 'because she could not help him'. I am effectively housebound without my car and can still get no answer as to when the part will be available and my car be fixed. I have now escalated this with Toyota UK also and have been waiting a week for a call from their customer care team.This conduct is unacceptable and discriminates against those with disabilities. Train your staff in customer services and sort out providing courtesy cars which you have a duty to provide for cars under warranty, especially when there are significant parts delays resulting in cars remaining unfixed for weeks/months. I am paying Toyota monthly for my car, right now I am not sure what I am paying for.........

Date of experience: Feb 24, 2024