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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.
Bought a new Yaris from Ash and Jess at Letchworth. The car had a damaged windscreen which was supposedly replaced prior to picking it up.The wiper sensor wasn't replaced correctly and doesn't detect the rain.8 weeks in and I'm still waiting for the windscreen company or anyone at Steven Eagell to sort it out, pathetic after sales service.Such a shame because it shouldn't have to come to this.
I recently made a purchase of a Toyota C-HR from the Stourbridge outlet and I was attended to buy Fawaz Hassan. A lovely experience and an excellent customer service. Patient, attentive and placed the customer first. Kudos.Duro.
Brought a used car from the garage they went above and beyond to help me, also had a few minor issues with the bodywork on the vehicle and they arranged for 2 lovely gentleman Trevor and ray to come to my home and fix the issue did an amazing job looks like brand new thanks to maj and his team at Shirley Stratford Road branch.
Colchester branchTrinity was so helpful and really understood what it was I needed I was after a Yaris of a certain colour, a specific year and price and she found me exactly what I wanted I am now the proud owner of my beautiful carI can’t recommend her enough, such a lovely lady.
I bought a car from The Toyota Dealership in Horsham,six months on took it for a service at a Toyota Hayes ,who picked up a few faults at the service and Mot,I called up James Goldfinch the Sales Manager that sold us the car he quickly arranged for the car to be inspected by his colleague the After Sales Manager Steven Riddles who organised for the car to be inspected at Horsham Toyota and address the the reported faults from Toyota Hayes. They not only sorted some of the faults listed but also sorted a ball joint replacement which wasn't picked up at Hayes Toyota and offered a courtesy car whilst the car was in the dealership for repair. I just want say they did not fob me off and were very professional in the way they dealt with us from the start of the complaint. James and Steve are professionals and demonstrate the values required to keep up with the Reputation at Toyota Steven Eagell Horsham as their charter of customer service is a key part of their franchise journey of selling New and used vehicles. Thankyou James and we look forward to coming to your dealership for a further purchase and service of our Toyota.We have been reassurred by James professional and carring attitude to customers requirements and more importantly actioning what's required. Come and buy your car from the Horsham Dealership.
Excellent experience and service. This started with the lovely lady on reception, a great waiting area, the guy who serviced my car and the technician who explained several things I was unsure of. Each were professional, polite and courteous. Highly recommend.
This dealership doesn't even deserve the one star. Ordered my Motability vehicle from them, the sales person who originally dealt with my order was lovely. The one that took over is condescending, rude, above his station, no manners and basically I don't even know how he has a job!!! The new Branch Manager whom I met the day after the apauling handover promised that everything would be rectified today via prearranged time and date. When i arrive at the dealership at 9am as agreed said Branch Manager in a meeting off site and not back till after 1pm and no-one else knows anything about my vehicle and the items and issues that needed to be fixed. If you need a vehicle at all travel and go to another dealership. You will be so disappointed in the service that you receive here!
Poor aftercare - my elderly Mum's car was delivered without an instruction manual, she was keen to have this so Hassan promised that he would 'personally' see that it was posted to her within 3 days. This was nearly a month ago - despite ringing and people saying they will pass messages on, no one has called her back.Today a warning light appeared on the car, she had no instruction book to consult, so she has bought a new one - for £18.I am really upset and disappointed with this bad service from you. You have cost my mum money she should not have had to spend and clearly don't value customers once you have taken their payment.
Overall, my experience at Steven Eagell car dealership was frustrating and disappointing. Their combination of poor customer service, misleading information, high-pressure sales tactics, and inflexible pricing makes it impossible for me to recommend this dealership to anyone. Save yourself the headache and shop elsewhere.Rating: 1/5 stars
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