Dear Wilsons Automobiles & Coachworks LtdI hope this email reaches someone who has the authority to address what I believe is a fundamentally broken servicing and MOT booking system at Wilsons Nissan. I apologise in advance if this message comes across as blunt, but after several years of frustration, I feel compelled to raise this formally.I purchased my used Nissan from Wilsons a few years ago and, despite living some distance away (around two hours each way by public transport), I choose to remain loyal to the dealership for servicing and MOTs. This decision was based on trust in both the Wilsons brand and Nissan as a manufacturer. Unfortunately, each visit has turned into an unnecessarily stressful and time-consuming experience.On my most recent visit, I was instructed to drop off my car between 8:00 am and 11:00 am. I arrived at 8:00 am, assuming that an early arrival would mean my vehicle would be dealt with promptly. However, my car was not taken into the workshop until around 1:00 pm. It was then left parked again until approximately 4:30 pm, at which point I returned to the service centre to enquire about the delay. Only then was my car finally taken in for its MOT.While waiting, I spoke to other customers who were experiencing the same issues, and I was also informed by your own staff that these concerns had already been raised with management on multiple occasions—yet no meaningful action has been taken.What I find particularly frustrating is the imbalance in expectations. Customers are required to book months in advance, confirm appointments days beforehand, and drop off vehicles within a specific time window, yet there appears to be no effective internal scheduling or resource planning to ensure vehicles are actually worked on in a timely manner. This is especially disappointing when local independent garages near my home manage to operate far more efficiently, often with much shorter booking lead times.I appreciate that workshops can be busy and that unexpected delays occur, but what I experienced was not an isolated incident—it reflects a systemic failure in planning, communication, and customer consideration.I regret to say that, based on these repeated experiences, Wilsons and Nissan will no longer be my preferred choice when it comes to purchasing my next vehicle. I genuinely wanted to remain a loyal customer, but the current servicing process has made that impossible.I would welcome a response outlining:What steps are being taken to improve the booking and scheduling systemHow customer waiting times will be reducedHow Nissan UK is ensuring its franchised dealers uphold acceptable service standardsThank you for taking the time to read this. I hope this feedback is taken seriously and used to improve the experience for future customers.
Claim your business profile now and gain access to all features and respond to customer reviews.
The largest family-run new & used car supermarket in Surrey with over 1000 vehicles in stock. New car dealer for: Abarth, Alfa Romeo, Fiat, Jeep, Hyundai, Nissan, Nismo, Peugeot, MG, Renault & Dacia.
