Review Time
The customer service I received was terrible.Having run my own MOT station for 32 years I wouldn’t have dreamed of treating my customers like they do.I was promised free car mats for the car I purchased from them as an apology for the incompetent customer care, 4 weeks later I am still waiting.I was going to purchase another Toyota for my partner in December, from them, but after the experience I had, I wouldn’t recommend them to anyone and I certainly won’t ever make another purchase from Steven Eagell.
My purchase was dealt with efficiently and quickly, all my questions were answered. I was not pushed into purchasing anything, chris the sales person was knowledgeable, I am also a tough cookie, I would walk away if I didn’t feel comfortable at any stage, I would purchase from this salesman again
Took my car for its first service and MOT at Steven Eagell Toyota in Tunbridge Wells...what a disaster.Dropped my car off at 8am, I was actually there before the staff, so I was first in. Despite having received a checked in email which had a button to 'check progress' I had to contact the service team for an update at 4pm, as the 'check progress' button didn't have any updates. I then received a reply that my car would be ready by 6pm.I arrive a 6pm to collect my car and question why my car was first in and still the last car to be made ready. I was given an honest apology and they said they'd messed up their work order.I was then given the MOT certificate and talked through the advisories, I was also handed my service book.6.20pm, still no car. Looking through the documentation, I notice that the MOT certificate was for a different car, so I complained. I then noticed a while later that my service book had not been written up or stamped to show the service...I then highlighted this issue too. Finally at 625pm, I am given a correct MOT certificate, written and stamped service book, my car keys. Received no MOT video, the 'passed' visual inspection sheet never came back. Now the car is outside the main entrance (most of the staff had left for the day by now), I get in my car and notice that it was still filthy, inside and out - when I booked the service, I received notice that my car would be cleaned inside and out. What a rubbish service! I'll have to now pay for that to get cleaned elsewhere as there is currently a domestic hose pipe ban.I was kindly given a full refund by a very apologetic and obviously embarrassed Service Manager, but was a horrendous experience. I will definitely never ever go back to Steven Eagell again. I was even planning to take my son there this week to look at buying his first car. I will now go to Group 1 Toyota.
Harassment from your Northampton staff contacting me and when I block their number your branch in Milton Keynes starts harassing me I've told your staff multiple times to remove all my details from the database but no, the calls still keep coming.Appalling.
I am extremely disappointed with the poor service and lack of accountability from Toyota Steven Eagell Birmingham Branch. I purchased my car in February 2024, and from the beginning, there has been a serious issue: Toyota entered the wrong date on my service plan for roadside assistance. For weeks, I have been chasing this issue, repeatedly contacting Toyota, only to be passed from one person to another (Ben and Akbar said they will call me back but it NEVER happened to date). I was advised to contact EMAC and AA, yet both companies confirmed that the problem lies with Toyota and can only be corrected by them. Still, no one from Toyota has taken ownership or provided a proper solution. What’s even more upsetting is that when my car broke down last year, I received no roadside assistance at all, even though I had paid for the plan and charging me six months in advance before the purchased of the car. As a result, we had to pay for the tires out of our own pocket, Also, we were looking for the locking wheel nut when my car broke down, but it wasn't available in the car. When we informed Toyota, they claimed it was inside the car. After bringing the car in for them to check, they confirmed that it was not included. which was both stressful and unfair. It is incredibly disappointing to experience such unprofessionalism, poor communication, and a complete lack of care from a brand I once trusted. I expected better from Toyota. Sadly, based on this experience, I would NOT RECOMMENDED TOYOTA Birmingham to anyone, as their customer service and after-sales support have been nothing short of frustrating and unreliable.This whole experience has been unprofessional and disappointing, especially from a company that promotes reliability and customer care.
It was a wonderful experience dealing with Steven Eagell Toyota. AJ was the best consultant who assisted me in ways I couldn't imagine. I got my nice ride ad still up to date no problems at all.Thank you very Steven Eagell Toyota. Please extend this wonderful warm and kind service you gave me to others who shall come after me.
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