Steven Eagell Toyota Arvostelua 

Poor experience with service claim:

We purchased a vehicle from this dealer last month. There were small scratches on the vehicle that the dealer did not tell us about, and on our side we failed to inspect them as we only saw the vehicle in the evening when there was no daylight. Fine, so we requested that these scratches be polished and addressed asap and we were given an 8am appointment. What happened there is the reason for this 1-star review:

As I was running a few minutes late, I emailed our sales point of contact to inform him. He failed to respond. Ultimately, I arrived at the centre only to be told that neither the salesperson nor the repair person had arrived. The phone team asked me to wait indefinitely, which I was unable to do as I had committed to go back to work after an hour. Alternatively, I was asked to leave my keys and pick up the car later. As this would entail a £30-£40 Uber ride to and back from home, I was extremely frustrated and asked the team to at least reimburse me for this expense. But this request was denied.

Ultimately, after multiple follow-ups on my cab drive back home, including the salesperson flatly lying to say the repair person had been delayed by traffic and arrived at 8.45 while the phone team informed me the repair person had arrived only at 9.15, I got home. I then had to take another Uber at 4.30, having worked through my lunch break, to get back to the centre for my pickup. Where I was again informed my request for a travel reimbursement was denied, and as courtesy the team provided me a tiny bit of paint in a styrofoam cup for future scratch mitigation. Quite insulting and unexpected from an authorised Toyota dealer.

In summary, AVOID.

Was looking for a used Aygo.
James Cauldery in sales & they had excellent customer care.

I recently purchased a new SUV from Steven Eagell Milton Keynes branch and had a poor experience with the branch manager. He did not introduce himself and exhibited unusual behaviour. He was not interested in answering my questions and rushed to complete the sale.

Subsequently, I sent an email to confirm some additional details. However, I was not able to receive a response until I copied one of my emails to their customer relations team. This suggests a lack of customer service after the sale. The team did respond promptly before the sale.

Very poor post-sale customer service.

After purchasing a car, the dealer failed to settle the finance on my previous vehicle in time, resulting in an additional payment being taken from my account, which I am still waiting to be reimbursed for.

I was unable to get hold of anyone for some time and only heard back after repeatedly ringing, once the sales event had ended. At that point I was told the lack of response was due to the sales event being busy. Since then, I have heard nothing further, with emails continuing to go unanswered.

I am also still waiting for a resolution to an outstanding service warning on the car. The sales process itself was fine, but the post-sale customer service has been extremely poor. I would not recommend based on my experience.

Staff not helpful and very rude. Not my first experience with customer service there but by far the worst. Avoid doing business there, once they sell you the car they won't care about you.

Outstanding service from Steven Eagell Toyota Chelmsford. We bought a RAV4 Plug-in Hybrid showroom vehicle and the sales experience was the best I’ve had after buying many cars over the years.
When we later had an issue with the side steps already fitted to the vehicle, the Dealer Principal stepped in and resolved it quickly and fairly. This level of customer care really stands out and reflects the attitude of everyone we dealt with at the dealership.
Highly recommended – this is how customer service should be done.

Best customer service that you can have. Nadim Was excellent, very helpful and provided detailed explanation of new car abilities and driving with automatic gear.

I bought a 2 year service plan which was stated to include Roadside assistance. 18 months into the term I rang for assistance and it was refused because Toyota had not set it up properly. The AA told me that Toyota had failed in this manner on other occasions.
I spent 3 hours on the trying to get someone at Toyota Solihull to sort it out, to no avail -I was just told that it would be passed to the general manager, Lee Ryan, and he would call me back. He didn't so I called again an hour later, only to be told, a message would be passed to him. No call received by the end of the day and no assistance provided to get my car running. I live alone and needed my car this afternoon. It seems that no-one at Toyota Solihull cares that I paid for a service that was not provided and that their failure left me angry, frustrated and stressed at a time when I should have been reassured and assisted. I would caution any buyer of a service plan to require written evidence that it has been put in place rather than place their trust in Toyota and expect assistance to be there when they need it!

Following a delay in receiving my outstanding deposit, I visited the Solihull branch in person. During this visit, the Manager, Saif, repeatedly pressured me to delete my Trustpilot and Google reviews as a condition of service. I found this highly intimidating and inappropriate.
I was initially told by the Solihull branch that a vehicle I was interested in had been sold at auction. However, the Birmingham branch confirmed it was still available. The Solihull manager then assured me he could "retrieve it from auction," leading me to believe the purchase was progressing.
My brother-in-law submitted a credit check, which we were advised would take 24–48 hours. Instead, after several days of silence, I simply received my deposit back. I then discovered the vehicle was already listed for sale by a different dealer (NICHE Motor Company), suggesting it was never secured for me as promised.
Last evening, I received a call from Saif stating the credit check was declined. No further information or support was provided, concluding a process that felt dismissive and unprofessional.

We previously purchased a Toyota Yaris for my wife from Max Denton at Steven Eagell Toyota in Colchester, and at the time we found him to be extremely helpful and professional.
Recently, I needed assistance obtaining the service history for my own Toyota RAV4 as I was preparing to sell the car. Unfortunately, my local Toyota dealership in Chelmsford wasn’t able to help. Remembering our positive experience with Max, I contacted him again — and once more, he went above and beyond. He immediately printed out my full service history, and the whole process took less than a minute.
Max is consistently professional, efficient, and genuinely helpful. I truly appreciate his support and kindness, and we wish him all the very best. A real credit to Steven Eagell Toyota Colchester.

Rosanne Bell was very helpfull and polite regarding my car of which had a recall and kept me updated all the time.
Excellent customer care 👍

I had a full service at Rayleigh Weir branch. Cost £495 for collection, delivery and service. No extras. A bit on the expensive side I thought. My local garage, who are very good, charge half that. The marketing material says that a valeting is included but the bodywork and the interior were just as dirty as when the car went in. When I phoned to mention this issue I was told that the valeting was minor. I said no the car hasn't been touched. I was then told that the valeting was complementary. I said I have paid almost £500 for a service which I'm told includes valeting. Nothing complementary about it. To his credit the employee then wrote to me to apologise and to offer me a free valeting at their branch. I live a few miles away so it's unlikely I shall take the offer up.

As a risk officer and security analyst the first thing I did before writing this review was understanding how many 1* reviews have been submitted against Steven Eagell to understand the extent of the problem. There are 29 pages with an average of 20 x 1* reviews on each page = 580. This indicates a culture problem at Steven Eagell! If I was Toyota I would be extremely concerned at the impact of the reputational damage.

I referred a friend to Toyota Colchester who purchased an Aygo, delays in collecting the vehicle and poor communications were followed by a clutch issue 2 days after purchase (it was fine during the test drive). The dealership denied the issue blamed my female friend with a patronising attitude completely dismissing her concerns.
The car was subsequently taken to an independent garage (who also provide mechanical engineering for Toyota) who confirmed the issue, once again Steven Eagell rejected.

Months later after driving a car for months that jumps, stutters and posing a serious safety hazard, imagine trying to exit onto an A road when a car won't transition properly through the gears. My friend took her car to another independent garage to check her tyres, only to be told verbally and in writing, that the Aygo has a clutch problem.
Back to Steven Eagell Colchester again, we left the car on a Saturday, Tuesday they confirmed they hadn't performed a review. Wednesday afternoon they returned to my friend stating no fault was found with no evidence to support this, and then blamed her driving. Ironically I drove the car, and a friend drove it too who is a former kart racer and mechanic. We both confirmed the issue and concluded it was dangerous.

Today my friend has spoken to Toyota HQ, if this problem is not resolved in a satisfactory manager we will be going to the Motor Ombudsman and Which.
Sufice to say after buying 2 cars with this franchise and recommending many people to them, I will never purchase a car with Steven Eagell again. Sadly I will have to go all the way to Lowestoft to find a non-Steven Eagell franchise. In the days of consumer power via social media I am shocked at the culture, which is clearly across the group, of the business. The risk of reputational damage from bad reviews and negative word of mouth should not be ignored, and should be addressed by the Steven Eagell boardroom.

I cannot fault their service and friendliness.
I have never used Steven Eagell before, not living close to a dealership, and I had had a stressful night due to a break down.
I had approached another auto centre to check my battery, and was informed that they could not help. I went into Steven Eagell Toyota to ask whether they could, and Sue and Ellie were so lovely and found an appointment for me that afternoon.
Thank you so much to the 2 of you, you are both a credit to your dealership. Thank you for being so kind and understanding. If I lived closer I would definitely use your dealership again.

Please avoid their Watford branch. The level of customer care is extremely poor.

I visited for a wheel alignment, but their machine was not working. I was not informed of this in advance and was left waiting for two hours, only to be told they couldn’t carry out the work. I rescheduled, and exactly the same thing happened again.

I asked the manager, Paula, to call me back but never received a response. I also tried contacting her several times but was told she was always busy. I then attempted to reach the Store manager, Aftab, who likewise did not respond to emails.

I have since had the work completed by Jemca, who were professional and efficient throughout. I will be using them going forward and would recommend them instead.

It is heartbreaking to see all the reviews and to be the one that needs to join the group of one star and below. After 11 years of being a loyal customer, honestly, I cannot say a single positive thing about Toyota Dealer in Milton Keynes. Despite sending a formal complaint as suggested by the Bot replying to all reviews, nobody contacted me and tried to solve reported issues. Please spare yourself the trouble and avoid Steven Eagell Toyota, I know I will!!!

Where to start, we bought a 21reg Rav 4 back in September and the sales team were great and very helpful unfortunately the experience changed when we started dealing with the service department, the car had a few bits that needed sorting which they willingly agreed to ( broken recharge port flap, scratches, tyre sensor, seat belt not recoiling and new second key) on the first booked visit we turned up just to be turned away as the parts hadn’t arrived, A courtesy call would have saved the 45 minute round trip but we gave them the benefit of the doubt. Unfortunately this service carried on for the next 4 visits thing not being done or only half finished even to the point in regards to the tyre sensor we where told it was probably to cold for the sensors to work unfortunately this was only October and 15 degrees!! 3 more visits and they finally said it needed a new sensor, the spare key also took nearly two months! The scratches also took 3 visits to get polished out, all in all I can’t and won’t recommend this dealership to anybody!! On a positive note the car itself is very good it’s a shame the dealership couldn’t keep to the same high standards. Choose wisely there are better Toyota dealerships out there. Just for reference this is the Ashford branch.

It is consistently difficult to reach the branch by phone. On the occasions when contact is finally made, I am often informed that the system is unavailable. On one such occasion, I was assured that I would receive a return call; however, this never occurred. To arrange a simple appointment, I was required to call four to five times. Unfortunately, this is not the first time I have experienced this issue.

Please do not purchase from this horrid company.

A few years back I was sold a Lexus IS300H by the dealership. It turned out that the car had been in an accident and had a poor respray with paint defects and poorly applied paint which was confirmed by a Lexus approved repairer. It seems rather than actually performing the job properly, Lexus would rather cheap out and use smart repairers on their parking lots rather than their own approved body shops. After many complaints and realising I wasn't going to get anywhere, I accepted a refund of £400 pounds back to me for the damage, but this wasn't even close to what the costs to remedy the poor paintwork.

Fast forward a few months and the diamond cut alloys start peeling. Now I purchased a tyre and alloy protection insurance alongside the purchase of the car. Turns out I wasn't covered as I drive for business purposes and this use is excluded and no refund was offered. Please be very wary, there are multiple exclusions and several types of alloy are not covered. You'd be far better off saving your money and spending the money on a decent alloy refurb from a reputable repairer.

Since I had bought the car, the steering had not felt right, but i thought perhaps the car was just different and I may just need to get used to it. After some time I realised it wasnt right and the car was beginning to feel dangerous, it wouldn't centre properly and at motorway speeds, it would feel like you are weaving around in the lane. I took the car into Lexus and they claimed there were no issues, even after a supposed test drive. There is no way that anyone would not have been able to notice the issue, as I said it feel dangerous. They supposedly aligned my car for me, but the dealer wouldn't give me the printout for the alignment. I since took it to an independant garage and they confirmed the alignment was out and provided a printout, with suspension settings that could cause wandering. Following the correction the car felt slightly better but still not right, they also said the steering rack seemed dry and stiff when moved.

It turns out there is a technical service bulletin for the 2013 Lexus IS300H for a defective steering gear which was replaced under warranty for a number of owners, however, my car is a 2020 model. However, there are numerous reports of owners with post 2013 models experiencing the same issue and every time, they get the same response as I have, 'the car is meant to drive like that sir'. This iq quite ridiculous because if it is, it's the worst steering I've ever experienced and quite frankly would never pass safety requirements if they were all like this. It would actually appear that all of the Lexus sedan models can suffer with this issue, the IS, GS, LS, ES (even the newer models), RCF, ISF, and this has been happening for 20 years as far back as the old IS200s and 300s, with Lexus failing to remedy the issue, presumably because of the cost involved - so much for Lexus/Toyotas famous quality control which is meant to only allow so many defects per million. Guess how much the steering rack costs.....the part alone is about 4-5k, plus Lexus would probably want another few thousand on top of that. So, although these cars are generally more reliable than others, when it does break, you are going to pay as much as it would cost you for a new engine on a less reliable car. Headlights are also known to fail on this car and allow water ingress to the tune of over £2000.

Now frankly, the steering rack should be covered, but Lexus refuse to admit to a dangerous issue. The issue does not show up on an mot so you have no recourse except to perhaps pay a huge sum of money for a report which does not in any way guarantee the motor ombudsman will accept your case, leaving you further out of pocket.

Less and less warranty claims are being accepted, Lexus will do whatever they can to get out of it while charging you exorbitant costs for servicing to get the warranty.

Recently done the MOT in Cambridge. The whole process was smooth, professional and well organised. The work was done on time and the Car was returned on same day.Very impressed with the quality of service and customer care.
Ian , who collected the Car from home was polite, friendly and respectful- a real credit to the service. Fantastic experience and great customer service.