Review Time
Our car-buying journey took around three months, and it all started when we arrived at without an appointment, right at closing time, at Epsom Hyundai Wilson.Despite it being closing time, Mihai welcomed us without any rush and really took the time to listen to what we were looking for. He helped us narrow things down, explained our options clearly, and introduced us to the Hyundai Kona Electric Ultimate, which quickly felt like the right fit for us.We returned for a test drive just to be sure the Kona Ultimate was the one. Once again, Mihai took his time to give us a detailed walkthrough of the car and took us out for an unhurried, relaxed test drive, answering all our questions and making sure we were completely comfortable with our decision.Over the next few months, we searched Hyundai dealerships across the country to find the right one, the right colour, mileage, and price. Throughout that time, we were in contact with Mihai dozens of times through calls and emails, even when it was clear we might end up buying elsewhere. Despite this, his support never wavered. He was consistently patient, honest, and genuinely helpful, and his customer service really stood out.We nearly bought elsewhere, but in the end, it felt clear that buying from another dealer would have meant giving up the reassurance, comfort, and trust we’d built with Mihai at Wilsons. When the right car became available, he even agreed to a price match, which made the decision easy.We’re absolutely delighted with the car, but what really made the difference was the experience. Mihai’s honesty, patience, and consistency over those three months built a level of trust that’s rare in car sales. In the end, buying elsewhere would have meant walking away from the reassurance and confidence we had with him at Wilsons and that simply wasn’t worth it. Mihai is a genuine asset to the team, and we wouldn’t hesitate to recommend him to anyone.
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.
On the purchase of our car we dealt exclusively with Alex. He provided us with excellent info prior to our visit a went thru different options for us on the day. Test drive was helpful and clarified our thinking. Alex was very knowledgeable in providing helpful advice. He made our decision about which car to buy much easier. Alex was very accommodating and helpful.
We met with Alfie who was a great help. He really took an interest in the next car we needed for our growing family. Showed us what we had in mind, but his recommendations really helped. He took his time, we didn’t feel rushed into making any decisions and walked away with a really good deal. Really happy thank you again Alfie for all your help!
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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.
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