Review Time
The overall level of service from Safa made the experience straight forward and less stressful. The car had a few items that needed rectifying and I was fairly adamant I wanted them done. At no point did I get any resistance or pushback in those requests. She always said I'll see what I can. She made the whole buying experience straight forward and so was the handover, with reassurance if there was anything wrong to get in touch straight away. A great asset to the Lexus team.
This is an update to my posting of 19th Nov. which I can no longer see?Like many who have posted on Trustpilot about the appalling service, I received a response from Steven Eagell(SE) asking that I send full details of my complaint so that it might be investigated by senior management. This I did on 20th Nov however I have heard nothing since. In my response direct to SE I set out the specific issues I had faced and asked for a response to 8 questions.I can only assume my email has been consigned to the bin and no response, not even the courtesy of an acknowledgement, will ever be received. I can only suggest that potential buyers of Toyota/Lexus products look for an alternative supplier03/12/24Since typing I have received an email response from SE Gatwick providing a response to each of the questions I raised. I am advised that additional training components and procedures are to be implemented that should avoid any such future issues. This if carried through should ensure that others do not suffer the same experience.
We want to thank Simon Delo from canterbury branch. Our daughter is autistic and has a social disorder. She was choosing her first motability car. Simon has been so helpful and made her feel at ease. A really positive and efficient experience.
Awful company I purchased a Toyota Electric bxz4 a few months backDoesn’t chargeComplained multiple times and they keep ignoring the problem.Getting passed from department to department.No one taking ownership of the problem.Not calling back when they say they would. After constant complaining they have agreed to look at it but next courtesy car is available in 10 days. How do they expect me to get to work?Surely in the first few months after a new car purchase they would be amenable to sorting this out!They are behaving like ‘dodgy’ car salesmen.
Poor customer response..Checked my car in for repair and I ordered a replacement car for the day. When I arrived at the garage they had no hire car available as it was not booked...they did give me a car, but it was done in a very cursory manner...When you call your local garage number you think you are talking to the garage, but you're in a poorly run call centre and I have ended talking to several different people
My car had a minor issue with a tyre and it took 10 days for the Cambridge branch to fix it. I complained and, despite many prompts from me and even escalating it, no-one from Toyota has spoken with me at length about it. It is now many months later and it has still not been resolved appropriately. Appalling service.
Appalling customer service following purchase of a new car from Aylesbury. Happy to sell the new car but car had not been PDI checked and has had several faults withing first months. Dealership do not return calls and lack any empathy within the first 5 months
Group Interview with this company was awful. Had the 3 uninspiring ‘managers’ laughing as you sat down and one choking on his coffee (well deserved I may say). I can’t fault the chap who delivered the session though. Wonderful candidates, mostly below 30, then us token oldies or others that didn’t ‘fit’. The ‘Managers’ don’t see your CV until the end after a fun day of activities. Now I, my friends, do not look my age! Soooo at the impending end of my reign darlings, I was took outside into the corridor and asked, “What am I doing there? What is it I want? A Career?” Thus followed by You are not a salesperson the computer says this BUT you have a great personality WE like you (errrm isn’t that a premise to a good salesperson) so we have a Host position (aaaah put out to pasture) we will call you on 29th. As this was happening the handful of 30 percenters (you know foreign, old, misfit types they interview to show inclusion) were wheeled off to tell them to Foxtrot Oscar. Whilst us few maybe’s were took to one side and lightly mocked with a fake offer of interest. I was never called ooooo what a suprise! Never saw that coming dumb, red and dumber…….
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.
Booked a winter check, at the Peterborough showroom problems found with two tyres, one of which was only found by a thorough examination, and fixed with no problems. Briony was my contact and she did an excellent job in ensuring the work was completed to suit me also keeping me informed of progress. I have been a customer for some years and have purchased both new and used vehicles and yet again I am happy to say that the service was first class.
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