Review Time
Steven Eagell Toyota Gatwick. Very poor customer service on a new car order. Unfortunately Toyota Gatwick was taken over by Steven Eagell from Marshalls and previously Motorline, who had supplied our current Toyota. Visited the SE dealership event in early June and placed an order for a brand new Yaris Cross for a September registration. After ordering then heard nothing other than emails and calls to attend future dealer marketing events. Had to tell one persistent salesman I had already ordered a new car from them. However come September, still no communication regarding my order. Then eventually in early October received a call to say the car would be due in shortly. Told them it was too late and very poor customer service so cancelled the order and asked for a deposit refund. No refund after 6 weeks, therefore raised a dispute with my bank. Eventually have received the deposit refund from Steven Eagell on Black Friday - thanks to Nicola in accounts at HO. Going elsewhere now for our new car order !
This could easily have been a 1 star review. A mistake was made at a routine service that shouldn't have happened.But it's how firms deal with mistakes that makes the difference and Steven Eagell at St Ives have really impressed me with how they have resolved the issue.The first thing to point out is that I didn't even buy my car from them. We recently moved into the area and my car needed a service. Steven Eagell at St Ives is the nearest Toyota dealership to me, so I chose to use them.Initially, all was well. Lovely lady in reception (Debra Frost), offered a coffee, work carried out quickly, so I was on my way within a few hours.When I uncovered the issue (a few days later), Steven Eagell immediately comped the service, no questions asked, but the mistake meant that my drive was damaged. Steven Eagell agreed to resolve this issue as well to ensure that my house still looks as it should.This mistake has ensured that Steven Eagell is deeply out of pocket but I wouldn't hesitate to use them again because they understand customer service and the value of customers.As I said at the start mistakes happen but how you deal with them is what matters - well done in particular to Oliver Jones who has been a delight to deal with and from my perspective has done everything to ensure that I'm satisfied with the outcome. Highly recommend this dealership.
The initial contact was great, but I didn't realise the extent of the laziness, lies and BS until I came to pick up the car. I'll not go into every detail but I will share some of the nonsense...Inquired about a car and was very specific about the areas I wanted looking at prior to committing to viewing (as a long way away). A back and forth and the very specific areas I asked them to check, they confirmed were fine and where they weren't, they'd get them sorted.The first pick up day came with me taking a day off work/booking trains etc - only to be told as I was boarding the train that the car wasn't ready. These things happen and despite being at a loss financially, I considered it one of those things. I asked that they cover the wasted train ticket (not all the other things that were also cancelled and arranged).Collection day. The specific areas I asked them to look at I checked and not one of them was right. Scratches, curbed wheels, filthy interior, error codes on the car, oil leaks under the bonnet, problem with the drive info screen, previous owners details clearly available for anybody to see including address and names. The response from certain members of staff was patronising, idiotic, dishonest and unbelievably dismissive. Every excuse they came up with was easily dismantled and yet they had no shame in what they were saying. It was as though they did the bare minimum to get the car ready and where they couldn't be bothered, they either lied or ignored the problem.The trips and subsequent return journeys, cabs and fees amount to about £200 for me and whilst I feel I have dodged a bullet in the long run, I should never have been put in this disposition through incompetence or deliberate misrepresentation.I've raised some comments and questions with a couple of members of the leadership team and not heard a thing back. It would seem they are either disinterested or feel the level of service and attitude of their underlings is entirely acceptable. Either way, I cannot recommend this company.As it stands they are still holding £1000 of my money (deposit) and the reimbursement of the wasted train ticket(s) remains outstanding.EDIT - in response to the DM or social media person who has responded - I'm afraid, this is another falsehood. I wrote to senior management 3 days ago, and prior to your online response, I forwarded my complaint to the feedback address. I've heard nothing! You clearly do not take matters like this seriously.
Scammer, they should be ashamed of the kind of business they do I had a bad experience in this place. Here I bought a second hand car,10 months old to be exact, after a month of use the underneath tray protector broke and of course. the warranty doesn't cover this kind of "damage". To replace the broken part they asked me £345!! Either the car was already damage when they sold it to me or these cars are to fragile, apparently they can't be driven over bumps or on paddles. If you are looking for a good resistant car go somewhere else. or be prepare to pay for new parts and repairing every month.
Be sure to check all paper work when collecting your car from Toyota.Having specifically requested any issues to be rectified during a service before the MOT test, requested online when booking and when delivering the car, subsequently following agreement a new tyre was fitted. However this same NEW tyre is shown as being close to the legal limit on the MOT certificate.To avoid such confusion, consider alternative service providers.
DO NOT BUY ANYTHING FROM TOYOTAAbsolutely useless, incompetent staff and complete time wasters.My car has been in and out of Toyota 12 times this year. I have got so fed up with their incompetence I am paying privately for the work to be done.Their loan cars are absolutely filthy, never cleaned inside or out, past oil/service dates and the car from Chelmsford had a petrol leak, stunk so badly it gave me a headache and had to drive with the windows down. You’ll get phonecalls to say your car has been fixed, and ready for collection, when neither is true. Most of the time the technicians haven’t even touched your car. Staff simply lie to you and fob you off. I’ve never seen such a high turnover of staff within the year I have been at Steven Eagell Rayleigh Weir. There’s so many problems behind the scene, lack of communication between service desk and technicians, lack of training, outdated computer software. Staff sickness, staff shortages and staff quitting.Don’t bother wasting your time, I will never be purchasing a Toyota again.
"I recently had the pleasure of being served by Zee Khan at Northampton Steven Eagles Toyota, and I couldn’t be more impressed. Zee was knowledgeable, attentive, and truly listened to what I sought. He took the time to answer all my questions thoroughly and provided valuable insights to help me make the best decision.What truly stood out was his genuine care and dedication to finding the right car for me, rather than just making a sale. I never felt rushed or pressured, and Zee went above and beyond to ensure I was completely comfortable with my choice.
Everyone was outstanding, Charles are salesperson, Jessie the handover person, manager who we negotiated with and assistant manager who gave us the car we wanted, all went out of there way to help us. The rest of the staff were so friendly. The whole experience of buying a car with Steven Eagle Northampton was brilliant. Thank You for our lovely new RAV4. Peter and Anne
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